Challenges in the Era of Globalization - iaabd

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Proceedings of the 12th Annual Conference © 2011 IAABD From the results of this study, it is revealed that people from all walks of life use the banking technological innovations. However, students, civil servants and the self-employed people are much higher in percentages than those who are artisans and people engaging in other occupations, as 38% of the respondents are students, 29% of them are civil servants, 23% of them are self-employed individuals, while just 6% of them are artisans and 4% of them are unemployed (Figure 1). This justifies the fact that while artisans are directly paid most of the times, people in the other categories engage more in transactions that involve indirect and distant payment. Figure 1: Distribution of Respondents by Occupation Source: Field Survey, 2010 Factors that Determine the Usage and Effectiveness of Technological Innovations by Respondents From Figure 2, seven factors identified ― accessibility of innovation, accuracy of information, timeliness of service, reliability of service, privacy, ease of use and security of information ― came to play in determining customers’ usage and eventual effectiveness of technological innovations in the banking industry, but with differing intensity. Respondents, in determining their usage and effectiveness of technological innovations, selected multiple factors. However, the factor that ranked strongest was ease of use (400 respondents), corresponding to 68% of total number of respondents (588). This implies that customers appreciate the lack of difficulty in the usage and effectiveness of the technological innovations above any other factor. This was followed by timeliness of service (314 respondents, corresponding to 53.4%), that is, the immediate delivery of the service in such a way that customers do not have to queue up for a long period before gaining access to a service or product needed. Accessibility (which refers to the ease of reaching the innovation) was another crucial factor, which determined the usage and effectiveness of the technological innovations by customers. This was depicted by 42.3%, made up of 249 respondents. This means that customers, above other things, were more concerned with whether the innovation was easy to use, timely, and/or easily accessible or not. This, by extension, implies that when these factors are adequately taken into consideration, customers will be more willing to use the available technological innovations. Banking service providers will therefore do good to ensure that these factors are put in place, especially, in the order in which they are ranked by customers, to enhance patronage from willing customers. Others factors that determined the usage of technological innovations include reliability (consistency of the product and service, 39.1%), privacy (that is, a lack of disturbance while using the technological innovation and the right to keep personal information, 34%), accuracy of information (that is, the correctness and exactness of the innovation, 31.8%) and security of information (how safe the innovation is against threats from fraudulent individuals, 23.3%). 522
Challenges in the Era of Globalization Edited by Emmanuel Obuah Figure 2 Factors (multiple responses) that Determine the Usage and Effectiveness of Technological Innovations Source: Field Survey, 2010 Test of Hypotheses In testing the hypotheses of this study, Chi-square Analysis was used to determine the relationship between customer satisfaction and ATM usage. Customers’ Level of Satisfaction with ATMs Table 2 shows that 10.1% of those who use ATM cards rated its usage as not satisfactory, 12.6% of them rated it as below satisfactory, 42.7% of them rated it as satisfactory, 25.0% of them rated it as fully satisfactory, while 9.6% of them rated is as above satisfactory. The Chi-square result shows a value < 0.05, indicating a significant relationship between customers’ satisfaction and ATMs. We therefore reject the null hypothesis and conclude that there is a significant relationship between the use of ATMs and customers’ satisfaction. Thus, banks should endeavour to put in place efficient, accessible, and reliable ATMs that will satisfy the needs of their customers. Table 2: Cross-Tabulation and Chi-square figures showing relationship between Customers’ Satisfaction with ATMs usage Variables Do you have an ATM card? Yes No Source: Field Survey, 2010 Overall Satisfaction Rating with Bank’s ATM Services Not satisfactory N (%) 52 (10.1%) 12 (16.4%) Below satisfactory N (%) 65 (12.6%) 20 (27.4%) Satisfactory N (%) 220(42.7% ) 25 (34.2%) Fully satisfactory N (%) 129(25.0% ) 14 (19.2%) Above satisfactory N (%) 49 (9.6%) 2 (2.7%) Total N (%) 515 73 Chi- Squar e Tests c 2 0.002 523
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Challenges in the Era of Globalizat
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Table of Contents Challenges in the
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Lennart Bangens, Goteborg, Sweden C
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Local Steering Committee Jacob Musi
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Track 1: Accounting, Finance, and I
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Abstract Challenges in the Era of G
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Abstract Determinants of Bank Lendi
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Empirical Results Challenges in the
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Table 3 Determinants of Competitive
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Research Findings Challenges in the
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Abstract: Study on Africa Governmen
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Abstract Challenges of Oil Revenue
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Abstract On the Mitigation of Rever
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Assessment of pollutants in nigeria
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Figure 1: Lagos off shore survey po
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Conclusion Challenges in the Era of
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37. Provision of sound education fo
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The cost structure Challenges in th
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Empirical Analysis Challenges in th
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Variable Coefficient Std. Error t-S
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Abstract The Changing Requirements
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The Model, Data and Variable Defini
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Abstract Gender, poverty and sustai
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Figure 1.1: Spread of directorships
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Theoretical Framework Challenges in
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Single 18.1 Masters and above 35.3
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Source: Field survey, 2010 Table 3:
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Conceptual Definitions Challenges i
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Conclusions and Implications Challe
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Abstract Exploring Organisational R
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Defining the Organisational Culture
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Table 1: A Summary of Operating Ban
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Banks in Ghana Challenges in the Er
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References: Challenges in the Era o
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Figure 2: Customer Perception of MT
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Relationship Commitment Total 1264.
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