The data for the study was sourced from staff and customers of five branches of a universal bank in Ghana which was selected purposively for the study. A multistage sampling technique was adopted to select the respondents for the study. First, Five branches of the bank were randomly selected out of 10 branches. Secondly 20 staff and 50 customers were also selected from the sampled branches of the case bank. Data collection was constrained by banks protocol. Officials were unwilling to freely release the necessary information and allow the team to interview their customers. The fear of appearing to be giving vital information to their competitors is responsible for this. This fear featured more prominently in their decision to release data and permission to interview their staff and customers. The data was however obtained through permission by bank officials based on the understanding that the bank remained anonymous.