Implementation and effectiveness of the cashless banking system

This thesis analyses the implementation and effectiveness of the cashless banking system at Ecobank, focusing on various dimensions such as usability, stakeholder satisfaction, and customer perspectives. A mixed-methods approach was employed, incorporating quantitative and qualitative data from 25 participants to evaluate the system's performance. The analysis reveals that while the cashless banking system is generally well-received, particularly in ease of task completion and overall workflow improvements, there are notable challenges in usability, particularly with interface intuitiveness and performance during peak hours. Stakeholders and customers reported moderate satisfaction, with varying experiences regarding ease of use and reliability. The study concludes that although the cashless banking system has enhanced Ecobank’s service delivery and met broad expectations, further user experience, system performance, and continuous evaluation mechanisms are necessary to optimise its effectiveness and customer satisfaction. Recommendations include focusing on user-centred design, improving scalability for peak demand periods, and establishing robust feedback loops for ongoing system refinement.