Customer banking rights awareness in Ghana
The purpose of this paper is to investigate the determinants of customer banking right awareness regarding banking products and services in Ghana. A survey of 569 bank customers was conducted in Metropolitan Assemblies in Ghana, using a structured questionnaire with Likert-type questions. Customers...
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| Format: | Article |
| Language: | English |
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LLC "CPC "Business Perspectives"
2018-07-01
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| Series: | Banks and Bank Systems |
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| Online Access: | https://businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/10581/BBS_2018_02_Carsamer.pdf |
| _version_ | 1818320408676401152 |
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| author | Emmanuel Carsamer |
| author_facet | Emmanuel Carsamer |
| author_sort | Emmanuel Carsamer |
| collection | DOAJ |
| description | The purpose of this paper is to investigate the determinants of customer banking right awareness regarding banking products and services in Ghana. A survey of 569 bank customers was conducted in Metropolitan Assemblies in Ghana, using a structured questionnaire with Likert-type questions. Customers were conveniently intercepted as they walked out of universal banks. Ordered probit estimation technique was used to test the research hypotheses. The study revealed that whilst bank variables (duration and number of visits) improve customers’ knowledge on bank products and services, demographic factors (age, marriage, income) enhance the level of awareness customers have with regards to bank products and services. The study also revealed that education reduces it in Ghana. Sources of information such as banking exhibitions and fairs, family and mass media improve customer banking right awareness, however, bank staff negatively affect awareness level. The study advises banks to pay particular attention to sources of information, especially bank staff, bank brochures, mass media, exhibitions and fairs. Also, age and income segment of customers should be considered when attempting to improve customer banking right awareness for satisfactory service delivery. |
| first_indexed | 2024-12-13T10:24:32Z |
| format | Article |
| id | doaj.art-8918e9a7c6d945eba99c6edffe6940ae |
| institution | Directory Open Access Journal |
| issn | 1816-7403 1991-7074 |
| language | English |
| last_indexed | 2024-12-13T10:24:32Z |
| publishDate | 2018-07-01 |
| publisher | LLC "CPC "Business Perspectives" |
| record_format | Article |
| series | Banks and Bank Systems |
| spelling | doaj.art-8918e9a7c6d945eba99c6edffe6940ae2022-12-21T23:51:04ZengLLC "CPC "Business Perspectives"Banks and Bank Systems1816-74031991-70742018-07-0113214115210.21511/bbs.13(2).2018.1210581Customer banking rights awareness in GhanaEmmanuel Carsamer0Ph.D., Senior lecturer, Economics Education Department, University of EducationThe purpose of this paper is to investigate the determinants of customer banking right awareness regarding banking products and services in Ghana. A survey of 569 bank customers was conducted in Metropolitan Assemblies in Ghana, using a structured questionnaire with Likert-type questions. Customers were conveniently intercepted as they walked out of universal banks. Ordered probit estimation technique was used to test the research hypotheses. The study revealed that whilst bank variables (duration and number of visits) improve customers’ knowledge on bank products and services, demographic factors (age, marriage, income) enhance the level of awareness customers have with regards to bank products and services. The study also revealed that education reduces it in Ghana. Sources of information such as banking exhibitions and fairs, family and mass media improve customer banking right awareness, however, bank staff negatively affect awareness level. The study advises banks to pay particular attention to sources of information, especially bank staff, bank brochures, mass media, exhibitions and fairs. Also, age and income segment of customers should be considered when attempting to improve customer banking right awareness for satisfactory service delivery.https://businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/10581/BBS_2018_02_Carsamer.pdfcustomer rightexhibitionsGhanaordered probitright awarenessuniversal bank |
| spellingShingle | Emmanuel Carsamer Customer banking rights awareness in Ghana Banks and Bank Systems customer right exhibitions Ghana ordered probit right awareness universal bank |
| title | Customer banking rights awareness in Ghana |
| title_full | Customer banking rights awareness in Ghana |
| title_fullStr | Customer banking rights awareness in Ghana |
| title_full_unstemmed | Customer banking rights awareness in Ghana |
| title_short | Customer banking rights awareness in Ghana |
| title_sort | customer banking rights awareness in ghana |
| topic | customer right exhibitions Ghana ordered probit right awareness universal bank |
| url | https://businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/10581/BBS_2018_02_Carsamer.pdf |
| work_keys_str_mv | AT emmanuelcarsamer customerbankingrightsawarenessinghana |