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Communities in WIReDSpace
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- This community is for all faculties and schools' theses and dissertations by masters and doctoral students.
Recent Submissions
Innovative banking, the unbanked and domestic savings in South Africa
(University of the Witwatersrand, Johannesburg, 2022-07) Umar, Safiya; Mzyec, Mjumo
This study explores financial literacy and domestic savings and their impact on the economy, with reference to the unbanked low-income group in South Africa. Innovative and “smart” banking may be the ultimate tool that will serve the bottom of the pyramid and grant exposure to financial credit and means of saving. As almost two billion people in emerging markets are unbanked, the establishment of digital financial services is more about forming markets for future customers than about changing current bank–client relations. The greatest challenge affecting the poor around the world is their inability to adequately participate in the economy because of the challenge of being unbanked, which causes low-income groups to be excluded from mainstream financial activities. Poor communities encounter various obstacles when it comes to banking, including the distance to bank outlets, the prevailing risk of carrying cash, lack of trust, paperwork and identity and document requirements. Financial innovation is important in addressing the two key challenges that financial intermediation faces in Africa, namely high risk and high cost of financial services. The research underpinning the theoretical framework is drawn from the Base of the Pyramid market (BoP). The intention is to encourage an inclusive approach in the adoption of technology in the financial services sector, which is envisioned to create shared value socially, environmentally, and commercially. Studies have demonstrated that combating poverty and financial exclusion requires implementation of commercially viable technological innovations to address needs of the low-income market. Key related concepts are innovation in banking, the unbanked and domestic savings.
The population under study is financial services professionals in the South African retail banking industry, mainly from Capitec Bank, as this study was inspired by Capitec Bank’s unique business model as one of the first banks in South Africa to focus on serving the bottom- of-the-pyramid client base. This research report adopts a qualitative research method. The research instrument includes key questions that were asked during semi-structured interviews. The findings of the study highlight the importance of constant enhancements of new technologies in the banking industry to address the matter of inclusion of lower-income groups in the economy by ensuring that banking is made accessible and convenient. The premise of innovation in banking is to benefit society and grow the economy in a manner that is useful for generations to come. Mobile banking has been identified as a key instrument in driving bankingto unserved areas in the most cost-effective way
Housing delivery challenges in Madelakufa informal settlement in Ekurhuleni
(niversity of the Witwatersrand, Johannesburg, 2022) Potwana, Zanovuyo Evidence; Pillay, P.
The report examines the underlying reasons why the community in Madelakufa informal settlement in the Ekurhuleni Metropolitan Municipality (EMM) has no access to housing structures. The report explores economic, policy and political factors that influence the delivery of houses in Madelakufa. The research question aims at establishing why the community in Madelakufa informal settlement has no access to housing structures. The study is qualitative in nature.
The data collected in the EMM reveals that municipal housing policy is aligned to the national housing policy framework and it covers government strategic documents like Reconstruction and Development Program (RDP), National Development Plan (NDP) and Medium Term Strategic Framework (MTSF). In addition, the municipal housing policy is linked and responsive to the needs of the EMM community. The main problem that is highlighted by the EMM management that blocks the delivery of houses in Madelakufa is the unavailability of habitable land. The land where the informal settlement is situated is not suitable for occupation because of the dolomite rock in the area.
The municipal management outlined how policy implementation works, how programmes and projects are implemented based on the municipal housing policy and unpacked entire value chain of housing delivery and its relations to other spheres of government. Public participation and stakeholder engagements where Integrated Development Plan (IDP) processes are debated and discussed and petitions to the council are signed is crucial in order to understand the
mandate, systems and process of the municipality.
The report concludes that the reason why the community in Madelakufa informal settlement has no access to housing structures is the lack of access to land. Housing policies, programmes, projects are in place, the budget allocated for housing development is available and technical delivery skills are in abundance. In addition, economic factors like unemployment and low household income also contribute to non-access to housing.
Antecedents and consequences of brand preference in the cement industry
(University of the Witwatersrand, Johannesburg, 2022) Pitso, Goitumetswe; Ligaraba, Neo
The study investigates the antecedents and outcomes of brand preference in the South African Cement Industry. The theoretical groundings of the study are the Theory of Brand Equity and the Theory of Planned Behaviour. The constructs examined include brand image, perceived quality, price, the influence of others, sales promotions, packaging, brand preference, word-of-mouth, and purchase intention.
Design/Methodology
A self-administered questionnaire was employed and obtained 260 valid responses. Structural Equation Modelling was used to test the proposed conceptual model and CFA was used to measure the relationship between the variables using SPSS v28 and AMOS.
Findings
The findings of the study revealed that perceived quality, brand image, price and the influence of others positively impact brand preference. Furthermore, the study found brand preference positively influences word-of-mouth and purchase intentions. The study revealed that sales promotion and packaging do not play significant roles as antecedents of brand preference in the cement industry.
Originality/Value
This study explored the choice of cement brand from a business-to-business point of view and from a retail to consumer point of view. As far as the author knows, this is first study to investigate brand preference in the South African Cement Industry
Service quality, customer satisfaction and customer retention: a case of private banking in South Africa
(University of the Witwatersrand, Johannesburg, 2022) Phakathi, Nyameka; Saruchera, Fanny
While significant studies exist on service quality, customer satisfaction and customer retention in private banking, little focus has been placed on young professionals within private banking in South Africa. Using the SERVQUAL model, guided by the study’s objectives, the study aimed to assess the impact service quality has on customer satisfaction, examine the impact of service quality on customer retention and establish service quality perceptions held by customers in relation to the value of private banking. Furthermore, the study sought to examine the relationships between customer satisfaction and customer retention in the context of private banking in South Africa. The integrative nature of the research strategy, design and philosophy prompted using quantitative research methodologies, drawing theoretical constructs from extant literature on service quality, customer satisfaction and customer retention. Quantitative analysis was used to determine the impact of service quality on customer satisfaction and customer retention, collecting data through self-administered questionnaires distributed to 281 private bank customers. The study found that while service quality is a significant determinant of customer satisfaction, tangibles and empathy have the most negligible impact and that service experience positively impacts customer satisfaction. In addition, while digital adoption is highest amongst young professional customers, the study found that human factors linked to three service quality dimensions, i.e., responsiveness, reliability, and assurance, significantly affect customer satisfaction and require particular focus in private banking. The study’s findings have significant repercussions for re-
shaping service quality in private banking for young professionals. The study offers a framework that integrates three service quality theories that can be utilised as a guide for improving service quality in private banking in South Africa and other countries, thereby increasing the knowledge base in the area of young professional banking. Future research could focus on the impact of employee competency, loyalty and brand image on customer satisfaction and retention.
Disruptive innovation and the long run impact of mobile lending on bank sustainability in Zambia and Kenya
(University of the Witwatersrand, Johannesburg, 2022) Nonyane, Kgahliso Bridget; Omotoso, Pelayo
The emergence of financial technology companies (fintechs) in the past decade has provided new twists on financial models, allowing customers more influence on their financial outcomes. As financial innovations disrupt financial services across the globe, many banks face the risk of reduced competitive advantage. In response, banks are exploring strategic alliances with Mobile Network Operators (MNOs) and fintechs to maintain their competitive advantage and enter new markets. One such innovation is the use of mobile phones to conduct financial transactions and tap into new markets.
Mobile banking adoption studies predominantly focus on financial inclusion and its critical role in economic development and less on the potential transcendental impact that adoption of other mobile banking functions, such as mobile lending, might have on the banks’ affluent customer segment. More specifically, knowledge on whether mobile lending is a complementary or disruptive innovation for banks in the long term remains unclear. Firms that have managed to successfully develop or leverage on disruptive innovations were only able to determine the disruptiveness of the innovation ex post and scholars that have attempted to identify disruptive innovations ex ante, found it challenging.
This research took a pre-emptive look at the long run impact of mobile lending on banks in Africa. Specifically, the case for mobile lending in Zambia and Kenya was assessed one of the four large multinational African banks in Zambia and Kenya. The literature review evaluated the theory of disruptive innovation as well as the Base of the Pyramid (BoP) theory as they were relevant to the establishment of mobile lending as a complementary or disruptive innovation for banks. An explanatory sequential mixed-methods design was adopted. A quantitative analysis of the secondary data for Zambia and Kenya for 2017 - 2019 was analysed, which was followed by in-depth, semi-structured interviews with ten participants from various business units (and various levels) within the bank. This allowed for the exploration of the main reasons for the quantitative analysis findings as well as provided additional insights