Accra: The Chief Executive Officer of the Ghana Association of Banks (GAB), John Awuah, has assured that Ghana's banking sector is now more resilient, stable, and better capitalised than it was a few years ago, following reforms and investments aimed at strengthening operations. Speaking at the launch of the Ghana Customer Satisfaction Index (G-CSI) Report, Awuah emphasized the significant improvements banks have made in their systems, with a focus on enhancing customer service.
According to Ghana Web, Awuah highlighted that banks have gone through challenges in the past, but the sector today is stronger and better positioned due to increased capitalisation and resilience. He elaborated on how banks are investing in digital banking, cybersecurity, payment systems, customer education, and financial inclusion, with the goal of offering services that are easier, safer, and more customer-focused.
Awuah also mentioned that the G-CSI Report serves as an independent evaluation of customer satisfaction with banking services, which assists banks in identifying areas for improvement and fosters healthy competition based on service quality. He reiterated the commitment of the Ghana Association of Banks to build customer confidence and promote responsible banking practices.
Additionally, the Bank of Ghana has facilitated GHS42 million in refunds to complainants between 2022 and 2025, further demonstrating the sector's focus on customer satisfaction and the resolution of grievances.