Challenges of E-Zwich at Ghana Commercial Bank: do the views of users differ to those of non-users?

As a pioneer biometric electronic payment system, the E-Zwich has witnessed minimal patronage over the past few years. Some scholars attribute this to the numerous challenges faced by users and operators of the product. Although several studies have sought the views of users of the above named product, the views of non-users have been ignored. A comparative study of users and non-users is useful for comprehensive decision making in the Banking Industry. The present study seeks to examine the challenges of electronic payment systems (E-Zwich) at GCB and further examines the extent to which users and non-users differ in terms of the identified challenges. Using a quantitative approach, questionnaires were issued to 120 users and 43 non-users. The study found that in terms of challenges, users and non-users share similar views using the independent samples t-test. The study recommends that GCB puts in place measures to improve E-Zwich services. The implications of the study are, thus, discussed