Research Article Open Access

Contextual Effects on Online Banking Implementation Process and Service Content: A Case Study in Ghana

Abstract

The purpose of this study is to understand how context shapes online banking implementation process and service content in a developing country environment. Information systems studies on online banking has focused more on adoption and use in context and not how the context shapes the innovation process and the content. Less is therefore known about context as an active agent in online banking initiatives. To address this gap, this study followed the context, content and process framework as theoretical lens and interpretive case study methodology to trace an online banking implementation in a developing country. The findings reveal contextual factors that shaped the process and forced it to deliver basic information and account services rather than the intended advanced transactional, investment, interbank and payment services. The paper’s contribution stems from its unveiling of context as an active agent in online banking innovation.

JOHN EFFAH, MICHAEL NARTEY

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