Developing E-banking Capabilities in a Ghanaian Bank: Preliminary Lessons

Abstract

There is relatively little known about electronic banking (e-banking) in developing countries, particularly in Sub-Saharan Africa. This paper addresses this knowledge drawing from the lessons a Ghanaian bank learned whilst developing its e-banking capabilities. The paper explores some of the issues that affected the key decisions that the bank made. These decisions relate to entering e-banking, e-banking channel choice, e-banking development, enticing customers, and managing channel conflict. The findings indicate that operational constraints related to customer location, the need to maintain customer satisfaction and the capabilities of the Bank's main software have been influential factors in motivating the decision to enter electronic banking services. The bank's electronic channel choice is influenced by the systemic competence of a software technology that the bank acquired and the nature of the diffusion of There is relatively little known about electronic banking (e-banking) in developing countries, particularly in Sub-Saharan Africa. This paper addresses this knowledge drawing from the lessons a Ghanaian bank learned whilst developing its e-banking capabilities. The paper explores some of the issues that affected the key decisions that the bank made. These decisions relate to entering e-banking, e-banking channel choice, e-banking development, enticing customers, and managing channel conflict. The findings indicate that operational constraints related to customer location, the need to maintain customer satisfaction and the capabilities of the Bank's main software have been influential factors in motivating the decision to enter electronic banking services. The bank's electronic channel choice is influenced by the systemic competence of a software technology that the bank acquired and the nature of the diffusion of

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