The emergence of Information and Communication Technology (ICT) has drastically transformed the banking industry in Ghana and Sub-Saharan Africa over the past two decades. With the rise of electronic banking (e-banking), banks are now able to provide customers with data and services via digital devices. Despite the growing popularity and advantages of e-banking, banks are under pressure to maintain market leadership and client satisfaction while managing costs amidst the current financial crisis and global economic recession. The emergence of e-banking has contributed to an increase in credit card usage, the rise of digital payments, and the development of innovative products and services for banks and customers. However, the impact of e-banking on customer satisfaction in Ghana's banking industry is not well documented, particularly with respect to the customer experience and service quality metrics. To fill this gap, this research aims to investigate the impact of e-banking on customer satisfaction using Stanbic Bank Ghana Limited as a case study. By doing so, we can better understand how banks can improve their relationships with customers via e-banking, improve the legal and regulatory environment, and increase household internet usage.

The banking technology industry has faced criticism for not meeting customers' expectations in terms of quality and importance of their products and services. The hindrances to the development of e-banking include factors such as lack of qualified workers with e-banking techniques, low internet penetration, unreliability, lack of education on e-banking services, and inadequate internet security. Additionally, some banking customers of Stanbic Bank Ghana Limited do not have access to the internet, electricity, or education, making these services biased towards a smaller population.

Despite these challenges, Stanbic Bank Ghana Limited continues to embrace e-banking, which is important to customer satisfaction in Ghana's banking sector. However, little empirical research has been done to identify the aspects of e-banking service quality that affect customer satisfaction, and this is where this study aims to fill the research gap. The study investigates how e-banking services impact customer satisfaction in Stanbic Bank Ghana Limited.

The general objective of the study is to analyze the impact of electronic banking on customers' satisfaction in Stanbic Bank Ghana Limited. The specific objectives are to establish the effects of e-banking on customer satisfaction, investigate the relationship between e-banking services and customer satisfaction, examine the benefits associated with e-banking usage, and find out the challenges associated with e-banking usage experienced by Stanbic Bank customers.

The study identifies research questions such as the effects of e-banking on customer satisfaction, the relationship between e-banking services and customer satisfaction, the benefits associated with e-banking usage, and the challenges associated with e-banking usage experienced by Stanbic Bank customers.

The findings of the study will help banking industry participants identify problems that customers face and help with developing solutions. Additionally, the study will assist the management of Ghanaian banks in understanding how e-banking affects their profitability and customer satisfaction, leading to achievement of their goals and improvement in shareholder value. Future researchers and scholars will find value in the study as it will serve as a foundation for additional research and literature on e-banking.

The study is limited to the impact of electronic delivery channels such as ATMs, POS, and smart cards, an aspect of e-banking on customer satisfaction in Stanbic Bank Ghana Limited. The study's constraints include limited time for the study and limited accessibility of all customers within the study area.

The methodology for the study involves a survey of a few Accra branches and their customers of Stanbic Bank Ghana Limited who have and use ATM cards, POS devices, and smart cards. The data collection will be through questionnaires and focus group discussions. The data analysis will involve descriptive and inferential statistics, among other relevant techniques.

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