Electronic Theses and Dissertations (Masters/MBA)

Permanent URI for this collectionhttps://hdl.handle.net/10539/37942

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    Understanding factors influencing consumer adoption of digital banking Financial Technology (Fintech) services payment solutions in South African Urban and Township Consumers
    (University of the Witwatersrand, Johannesburg, 2023-05) Mabuza, Xolisile Anastasia; Chalomba, Nakuze
    In the 4th industrial revolution with advancements in technology, many developing countries struggle with the adoption of technology in everyday life. This struggle can be attributed to the lack of universal access to technology, mobile penetration, including data and digital literacy. This project explored the factors that influence urban and township consumers to adopt digital banking Financial Technology (Fintech) services in Gauteng, South Africa. In this research study, the literature review unpacks arguments with the conceptualisation of Fintech, as well as some factors that influence adoption in certain countries. To address the research question and sub research questions, a qualitative research method was used. Semi-structured interviews were conducted, and further probing allowed participants to elaborate when needed. With their permission, the participants’ responses were recorded. The major findings have been on how much culture and context influenced participants to either embrace or reject Fintech services. This study revealed that factors such as performance expectancy, social influence, perceived usefulness, trust in security, and convenience significantly influence urban and township consumers’ adoption of Fintech digital banking services. An interesting finding is the contradiction that some participants had about the level of trust in security that Fintech services provide for consumers, with many singling out being hacked or spammed. Additionally, some participants perceived no difference between urban and township consumers based on their location and context. The recommendation is to increase awareness and education about Fintech and its benefits, accessibility solutions should be enhanced, trust and security should be fostered, and the local context should be understood.
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    Factors affecting the adoption of chatbots in the South African financial services context
    (University of the Witwatersrand, Johannesburg, 2023) Kedijang, Seolebaleng Priscilla; Ndlovu, Chiedza
    This research focuses on the factors that affect the adoption of chatbots in the South African financial services industry. It explores the direct and indirect influences of the constructs of the Unified Theory of Acceptance and Use of Technology (UTAUT), the attitude construct from Technology Acceptance Model (TAM), self-efficacy, as well as security-related construct. The study used a cross-sectional, quantitative research methodology, and data was collected through self-administered online questionnaires. Data analysis included correlation and regression analysis, factor reduction, exploratory factor analysis, mediation, and moderation analysis. The research constructs were tested for direct and indirect effects, additionally, gender, age, and previous chatbot experience was used to moderate the behavioural intention relationships in the conceptual framework. The findings indicate that facilitating conditions, attitude, perceived risk, effort expectancy, utilitarian performance expectancy, perceived security, perceived trust, SI, and hedonic performance expectancy have an indirect or direct effect on chatbot adoption in South Africa. However, self-efficacy proved to be an insignificant construct in the research model. In the wake of the digital revolution, the current state of chatbot usage in South Africa seems to be growing with more service providers already having implemented chatbots into their businesses
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    Employees’ Perceptions and Attitudes on technological adoption in the banking sector
    (University of the Witswatersrand, Johannesburg, 2023) Carolissen, Ashley; Magida, Ayanda
    The prediction of technology adoption within the financial services, specifically at Absa BankRetail and Business Banking, will help the research study understand the adoption level and aims to make recommendations to the executive c-suite level as to what to do to improve adoption. The study sought to further understand employees’ perceptions and attitudes toward technological adoption and the underlying external factors influencing their behaviour. Examines employees’ perceptions and attitudes toward technological adoption and the underlying external factors influencing it. An online quantitative survey was used to collect data among the retail and Business Banking business unit population. A convenience sampling method was used. The data was analysed using the SPSS statistical tool and the Chi-Square test to evaluate the independent and dependent variables as well as the Kendall Tau C coefficient to measure the ordinal and dependent variables. Based on the three predictors Behavioural Expectancy (BE), Facilitating Conditions (FC) and Behavioural Intention (BI), the hypotheses were tested using a total of n=120 respondents which represent 10% of the population of people working in the Retail and Business Banking business unit. The approach taken was using the Unified Theory of Acceptance and Use of Technology (UTAUT) to conceptualise the predictions. The overall Cronbach reliability test suggests a very strong consistency for Behavioural Expectancy (BE) with an overall alpha of 87%, whilst the results for Facilitating Conditions (FC) were 46% and Behavioural Intention (BI) 49%, indicating a very low consistency. The study indicates that employees are constantly looking for ways to further advance their knowledge and skills. The sense of belonging to something bigger and being part of a learning organisation is evident, and the more intensive technology is used, the easier the adoption.
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    Factors influencing e-commerce channels in the life insurance industry in South Africa
    (2022) Mazubane, Nokwethemba Judith
    General adoption of e-commerce in South Africa is increasing in other product areas such as electronic goods, general improvement of Internet infrastructure and accessibility. Adoption of smartphone technology and cell phone penetration increases the adoption of technology and creates opportunities for the insurance market to distribute their products using these channels. Companies that master digital transformation drive significantly higher profits. With rapid change to the insurance sector driven by digital transformation, it is prudent for insurance providers to provide e-commerce channels for customers. The purpose of this study is to discover the factors that influence the success of life insurance ecommerce channels in South Africa. The basis of the study was supported by the Theory of Buyer behaviour which breaks down how a consumer goes about the process of purchasing a product. The consumer decision theory was also included to inform the basis of how consumers make purchasing decisions. To understand the adoption behaviours for technology innovations the Diffusion of innovations theory was also included in the theoretical framework. Data was collected using one on one interviews with twenty participants from a South African insurance organisation as well as customers of life insurance products. Thematic analysis was applied to the data and the findings showed that the perceptions and attitudes of consumers towards life insurance are heavily influenced by the marketing activities of the insurance provider online. The findings also showed that consumer education is a big challenge for driving adoption of e-commerce channels for this product set. The digital transformation initiatives of the organisation were also found to be a contributing factor to providing superior customer experiences to customers online. The study makes practical and empirical contribution to the insurance industry body of knowledge in South Africa.