ICT framework for evaluating the effectiveness of e-banking services in financial institutions; case study: Centenary Rural Development Bank

Abstract

The introduction of e-banking solutions within financial institutions has primarily been concerned with moving away from traditional information monopolies and hierarchies. Electronic baking aims at increasing the convenience and accessibility of Banking services and information to citizens. Providing services to the public through the e-banking systems/channels leads to faster and more convenient access to Banking services with fewer errors. It also means that financial institutions may realize increased efficiencies, cost reductions and potentially better customer service. The main objectives of this research were to review the existing frameworks for evaluating the performance of e-banking services and thus determine the requirements for a proposed multidimensional framework for evaluating performance of these e-services/systems. To examine the validity of the proposed framework, a sample of ten Branch managers and ten CERUDEB customers were walked through the proposed framework and asked to assess their perspectives towards the framework. The results showed that the proposed framework is applicable and implementable towards effective e-banking systems or services evaluation; it also shows that the proposed framework may assist decision makers and e-banking system designers to consider different criteria’s and measures before committing to a particular choice of system/service or to evaluate any existing e-banking system/service.