Electronic Theses and Dissertations (Masters/MBA)

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    Big Data Analytics as a Customer Retention and Acquisition Strategy within South African Retail Banking
    (University of the Witwatersrand, Johannesburg, 2024) Kharidzha, Muano; Chalomba, Nakuze
    Big Data analytics in banking can lead to superior performance, but the industry is still working to understand its relationship with organisational impact. To stay relevant, banks should invest in big data analytics, offering customer-centric experiences for retention and acquisition strategies, as threats from non-banks threaten the banking space. This study offers a novel approach to investigating how the application of BDA in the form of personalised customer engagements, product offerings, and fraud detection in the South African banking environment can be used as a customer acquisition and retention strategy. A quantitative method of study was used, where digitally active banking customers were requested to complete an online survey. The study's overall conclusion is that, thanks to the considerable impacts of the above-mentioned BDA applications on customer experience, there is a positive correlation between BDA and customer acquisition and retention
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    An Assessment of Digital Transformation and Maturity in the South African banking sector
    (University of the Witwatersrand, Johannesburg, 2024) Garane, Achumile Sinazo; Anning, Thomas Dorson
    The present study investigates the nuances of digital transformation and maturity in the South African banking sector. In the present study, the prevailing problem is that documented scientific evidence seemingly suggests business customers have to wait a long time for their loan applications to be accepted because banks lack the necessary digital capabilities, business processes and IT competencies to respond to all sales requests promptly. To deal with this pressing empirical and practical gap in the literature, this study collected primary data through a semi-structured interview approach. To do this, two samples were drawn from business executives and retail and business client strata from the banking sector in South Africa. A total of 15 interviews were conducted, comprising 7 business executives and 8 from the retail and business clients group. Data was analysed using thematic analysis. The findings suggest that South Africa's banking industry has a well-advanced digital banking system that integrates business and retail clients with the global financial system and makes it easier for them to plan their cash flow streams using different products offered by digital banking platforms. Nonetheless, despite a relatively advanced banking system, evidence suggests that retail and business banking clients lack the knowledge on how to use digital banking applications. As such, the study recommends that financial institutions should develop user-friendly products, increase knowledge of product usage to clients, and eliminate the probability of cybercrime in digital banking platforms
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    Government regulated collection systems and the financial corporate user in South Africa
    (University of the Witwatersrand, Johannesburg, 2021) Peters, Claire
    For years, South Africa has aimed to build a fit for purpose National Payment System that protects as well as serves various stakeholders. Collection systems hope to ensure that consumers are in control of and aware of debit orders being processed to their own bank accounts. It provides companies with the comfort of knowing that customers have acknowledged and are aware of debits orders and also allows consumers’ banks to record the debit order information and check the information before they process the debit order to their accounts. The study hopes to evaluate the level of efficacy of implementation from a technological point of view against the background of the South African technological landscape. The purpose of the study to investigate the relationship between technological advancements and corporate user capabilities in developing countries that forge ahead with technological advancements in banking payment collection systems (Bell, Pavitt, 1992). The study will attempt to evaluate the current technological interventions and the impact they have on business and consumer buy-in in the insurance industry with specific focus on payment collection systems
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    Chat banking adoption by retail banking clients in South Africa
    (University of the Witwatersrand, Johannesburg, 2022) Ndamase, Simpiwe Dobela; Ruhode, Ephias
    Digital banking has been growing rapidly and many institutions are introducing different convenient option to process financial transactions. Retail banking clients have a number of banking channels offered by banks. Chat Banking is one of the ‘new’ channels in retail banking and is an effective and convenient way to conduct banking transactions. This study helps discover why clients are slow in adopting to Chat banking and also analyses customer behaviour in order to understand how banks can grow the channel and the clients perception to the channel. Research method used is qualitative and results were gathered using an online survey. 342 respondents replied to the survey which resulted in receiving great insight on the study. Insights highlight how clients use multiple channels and are more aligned to use one of the traditional digital channels rather than recently introduced channels like chat banking. Clients who completed the survey seem to be satisfied with mobile application. One important benefit about Chat Banking is that it uses low bandwidth which is cost effective for most South Africans, as a high percentage live in poverty. Respondents who completed the survey are not impacted by infrastructure and do not live in areas like townships or rural. Chat Banking will work best with the low LSM and unbanked market
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    Transitioning to a Platform Business: A Resource-Based View Case Study of a South African Bank
    (University of the Witwatersrand, Johannesburg, 2022) Ramrup, Kashil; Lee, Gregory
    Traditional incumbent banks have seen upstart digital-only banks and fintech, free of legacy systems, challenging their market share. In an effort to avoid disruption by fintechs, banks are embracing the platform strategy. Developing a platform makes it possible to interact with current communities and benefit from shared network effects that can hasten growth, save costs, and increase brand awareness. This research report investigates the impact on a large incumbent bank's resources transitioning to a platform business. A case study was completed on one of South Africa’s big five banks, focusing on the corporate and investment banking(CIB) division. The division is considered a thought leader around platforms within the bank and is actively engaged in shaping and driving its transitional journey. A qualitative study was conducted through semi-structured interviews with senior management and executive leadership. The study population comprised employees of the CIB division of Bank X, South Africa. The sample was selected based on seniority and exposure to the bank's platform business strategy formulation and implementation. The study found that, despite the bank intentions to pursue the platform strategy, there was an internal misalignment in precisely what it meant at the various levels within the organisation, compounded by the lack of platform and technical skills in multiple areas to support the transition. As CIB is a high-touch banking model, there was little understanding of how the physical network would be impacted or could be leveraged/integrated into the platform model. It also found that transitioning to a platform requires individuals with a platform thinking mindset, the ability to challenge the traditional linear pipeline business model, and an enabled and aligned culture with a new operating model that could blend the physical and digital worlds
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    Challenges of big data usage for risk management in a South African Bank
    (University of the Witwatersrand, Johannesburg, 2023) Mosiane , Boipelo; Ochara, Nixon
    Risk management is a critical component in the effective operation of corporations, particularly for the purpose of identifying, assessing, and mitigating potential risks associated with running a business. In recent years, the exponential growth of data, along with technological advancements, has opened new opportunities for organizations to enhance their risk management capabilities. Big data is said to be a game-changer that has the potential to completely alter how different industries conduct business. However, there are several difficulties in effectively employing big data in risk management processes. Using a qualitative research approach, this research report highlights the usage of big data in risk management, emphasizing the potential benefits, challenges, and critical considerations for successful adoption. The research findings revealed that big data can enhance risk identification accuracy, proactive risk mitigation, strategic decision-making, and overall organizational resilience. The challenges hindering the adoption of big data in risk management are addressed, including skill gaps, data quality, technology infrastructure, talent acquisition, and bureaucratic barriers. The study highlights issues preventing widespread integration of big data in the risk community, particularly data trust and collaboration barriers between risk and technology teams. The research report recommends that the bank creates a robust talent acquisition strategy for analytics experts and prioritize retaining them to safeguard data resources. It also suggests fostering a learning-friendly environment for big data topics through accessible certifications and learning programs. Additionally, the research report emphasizes the need for addressing data quality issues in risk management, proposing solutions like RPA to improve data capture processes and enhance data accuracy and trust.
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    The Impact of Technology in the Productivity of Corporate Banking: An Assessment of Emerging Markets
    (University of the Witwatersrand, Johannesburg, 2022) Moyo, Nkosi
    This paper assesses the role of technology within the banking environment and seeks to find a correlation between increase in technological investment and the financial performance of banking institutions. This is achieved through a comparative analysis of six banks in two emerging markets to prove that an increase in technological output results in improved productivity and ultimately, financial performance for banks within emerging markets. The paper illustrates how technological advancements in the twenty first century have been contributed significantly to the financial performances of major banks in South Africa and Kenya, to an extent that technology is a quintessential contributor to the increasing success of financial institutions and that even through the advent of the Covid pandemic, the role of technology has increased significantly, to the extent that the relationship and impact between banking and technology is immeasurable
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    Consumer acceptance of fintech services in the South African banking sector: a COVID-19 context
    (2022-02) Magagula, Nothando Linnet
    This study explores the consumer acceptance of fintech services in the South African (SA) banking sector, focusing on the COVID-19 context. The conceptual framework used in the study is the Technology Acceptance Model (TAM), which considers factors such as perceived usefulness, perceived ease of use, and behavioural intentions and other adopted factors from previous literature such as Perceived Risk, Trust, User Innovativeness, Perception of COVID-19 and Fintech Acceptance. The research aims to understand the extent to which consumers are willing to adopt fintech services by identifying the relationship between behavioural intention and other factors influencing their decision-making process. The study draws on primary and secondary data sources to provide insights into consumer fintech acceptance and adoption during the COVID-19 pandemic in the South African banking sector. After conducting empirical research, a convenience sample of 156 South African banking customers participated by completing an online survey shared on various social media platforms. The data collected was analysed using Structural Equation Modelling in AMOS software. The main findings of this study reveal that behavioural intention has a positive relationship between these five factors, namely, perceived usefulness, perceived ease of use, trust, fintech acceptance and user Innovativeness; this suggests that these factors are significant in measuring consumer acceptance of fintech services in SA banking. However, the perception of COVID-19 and perceived risk were found to be insignificant measures based on the data collected. This study aimed to understand the consumer acceptance of fintech services in SA banking consumers during the COVID-19 pandemic however, it does have some limitations due to the method of collection used and the targeted population. The study concludes by offering recommendations for banks to enhance their offerings and increase consumer acceptance and adoption of fintech services.
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    The role of middle management in the execution of digital transformation in a South African Bank
    (2021) Nqala, Zibuyile
    Companies in all industries are rapidly transforming their businesses using emerging technologies to adapt to market pressures and stay competitive, focusing primarily on current business models, customer experience, and organisational process inefficiencies. As a result of digital advances, such as smartphone mobility, enhanced customer experience through social media, and a greater understanding of data and analytics, there is a growing need for companies to rethink how they do business and engage with their customers. This is referred to as digital transformation (DT), and the banking industry is no exception. Much has been written in literature about the C-Suite's role in DT, with little mention of middle management's role in the digital transformation journey and its execution. This research explored middle management's role and influence in the execution of digital transformation in the South African banking sector. The study investigated the role of middle managers in interpreting DT strategy, the competencies they need to execute effectively, the challenges they experience during DT and analysed the impact of their misalignment to DT. A case study method was used to collect data through semi-structured interviews with ten participants in one of the top banks in South Africa. The participants were identified using purposive sampling, and the data analysed using thematic analysis. The study discovered that middle managers play an essential role in adopting and implementing DT and emphasised the importance of their participation during the entire DT journey. The findings show that middle managers need to iii understand DT and its relevance in banking to play a critical role in DT. The results also outline the competencies they need to be effective in DT execution which include effective communication, digital ‘savviness’ and change advocacy. It highlights that their misalignment to DT strategy has a direct impact on DT execution and that they have a role to play in resolving challenges that are encountered during DT. As more South African companies embark on their digital transformation journeys, the research could aid transformation leadership by developing a middle management strategy to lead various phases of the transformation within their environments while remaining aligned with the overall DT initiative.
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    Determinants of non-performing Loans and their impact on profitability in South African banks
    (2020) Mogagabe, N
    The study aimed to examine the determinants (macroeconomic and bank specific) of nonperforming loans in South Africa and assess the impact of non-performing loans on banking profitability. It has been demonstrated by the above statistics that South African banks are facing bad loan debt repayments which in turn turns into non-performing loans. Although it can be argued that the level of non-performing loans in South Africa is relatively low, the level of bank credit impairments threatens bank stability in the economy. The study was based on the cointegration and Granger causality method which was applied to panel data drawn from a sample of 8 banks. The granger causality test indicated that no variable Granger causes non-performing loans although non-performing loans granger caused GDP and capital adequacy. Furthermore, the Granger causality test indicated that non-interest income to total income Granger causes return on assets. Therefore, non-interest income to total income is a significant determinant of bank profitability as measured by return on assets.