The Ghana Association of Banks (GAB) is strengthening efforts to improve financial literacy among Ghanaians as part of measures to promote responsible banking and help customers make informed financial choices.

The Chief Executive Officer of GAB, John Awuah, said the association is working closely with the Centre for Financial Literacy Education Africa to equip the public with the knowledge needed to better manage their finances.

Speaking at the launch of the Ghana Customer Satisfaction Index (G-CSI) Report, where he served as chairman, on July 30, 2026, he said financial literacy remains a key focus area for the banking industry.

“The association works closely with the Centre for Financial Literacy Education Africa to promote financial literacy to promote financial literacy and empower the public to make informed financial choices,” he said.

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He explained that GAB does more than represent the interests of banks, as it works with member banks, the Bank of Ghana, government agencies and other stakeholders to encourage ethical practices, protect consumers and improve service delivery.

“Beyond advocating for the industry, the GAB continues to work closely with member banks, the Bank of Ghana, industry associations, government functionaries, and other stakeholders to promote responsible banking, ethical conduct, consumer education, and improved service standards,” he said

He also disclosed that GAB conducts independent mystery shopping exercises to complement customer satisfaction surveys and gain deeper insights into how customers experience banking services.

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According to him, the findings from these assessments help the industry identify gaps, improve service quality and encourage banks to adopt practices that place customers at the centre of their operations.

He noted that as customer expectations continue to change, financial institutions must continue to invest in education, transparency and better service delivery to strengthen public confidence in the banking sector.

DR/SA