Electronic Theses and Dissertations (Masters/MBA)
Permanent URI for this collectionhttps://hdl.handle.net/10539/37942
Browse
3 results
Search Results
Item A theoretical analysis of how the enhancement of social media utilization can improve customer experience in South African retail banks(University of the Witwatersrand, Johannesburg, 2020) Rapitsi, LebohangPurpose: The banking industry has seen a rapid shift with the emergence of digital banks and non-direct competitors, as a result banks have responded with increased focus on the use of technology in efforts to defend market share. There is currently a lack of empirical evidence which relates to how the enhancement of social media usage by South African retail banks can improve customer experience. The purpose of this study is to examine empirical evidence to support the predictor effects of customer perception, service quality, customer satisfaction, with the aim of enhancing customer experience in retail banks by utilizing social media platforms. Design/Methodology/ Approach: The empirical study was of a quantitative nature, whereby factors pertaining to customer perceptions, service quality, customer satisfaction and customer experience were assessed accordingly. The sample consisted of 62 respondents from the various retail banks in South African. Various statistical tests were initiated in order to understand the relationships between the abovementioned variables. Findings: The results from the study indicate a positive relationship between customer satisfaction as a predictor of customer experience on social media platforms. The findings also suggest although there may be associations between service quality and customer perceptions with customer experience, they are however not significant. Implications: It is critical for retail banks to continue to seek innovative ways to improve customer experience. The benefit of utilizing social media platforms is that it allows for banks to establish valuable interactions with customers whilst leveraging information in order to understand the needs of their customersItem Leadership practices and digital transformation: A case of a South African Bank(University of the Witwatersrand, Johannesburg, 2023) Rustin, Virgil Duane; Sethibe, TebogoThis research report explores the leadership practices required for effective digital transformation in the South African retail banking context, focusing on understanding the leadership practices of operational level employees undergoing digital transformation. The research explores whether the leadership practices at operational management level are aligned to those of senior management and whether there are any other prevailing leadership practices that contributes towards successful digital transformation. The existing scholarly literature examines leadership frameworks and key mindset development against its relativity to leadership positions and the impact thereof in the execution of digital transformation initiatives, however much of the literature is focussed either at a corporate level, executive leadership level or broadly speaks to the collective mindset and values that companies should either instil or foster in employees. This study was conducted utilising an empirical, qualitative research approach in which semi-structured interviews were held with fifteen sampled participants within the retail division from one of the five major traditional banks in South Africa that prioritised digital transformation as a strategic objective. The sampled participants were identified based on their managerial role and experience in implementation of digital transformation initiatives within their Information Technology function. The study findings support that much of the leadership practices used by executives are indeed also employed by operational managers, however the operational manager focuses on the altro-centric or people-oriented aspects of digital maturity and correctly influencing staff holistically, through focussing on leadership culture & competencies, people centred transformation and transformational practices during digital transformation. Based on the findings of the study, four recommendations have been made in order to further expand on the theoretical and business Body of Knowledge (BoK) in leadership practices and digital transformation within financial services organisations namely, measures for evaluating the situational effectiveness of leadership practices, collective managerial learnings on leadership, the impact of rewards-based innovation & digital transformation and educational investment & retention of talentItem Digital transformation and human capital in retail banking in South Africa(University of the Witwatersrand, Johannesburg, 2022-03) Lediga, Katlego; Appiah, Erasmus KofiThe digital transition is disruptive because it brings great change along with it. The banking business is being reshaped by powerful forces like but not limited to expectations from customers, technological abilities, legislative requirements, demographic trends, and economics. These are all combined to create a pressing need for change. Banks must anticipate these problems and retool in order to succeed in the future age. Banks must not only meet today's demands but also drastically innovate and restructure themselves in order to be competitive in the future. In the banking industry, digital transformation is a continual process involving both the micro and macro environment through revamping internal procedures and systems. Digital transformation occurs for a variety of reasons, including serving rural areas without branch locations, differentiating from competitors, and lowering operational expenses. In any event, there are many reservations about digital technologies' acceptability. Most people's computers or mobile phones are now used to conduct a substantial proportion of banking transactions. The variety of options, as well as the time and cost savings, and the ease of use of these applications, ensure that they continue to outperform traditional banking channels like bank branches. (Kitsios & Giatsidis, 2021) The purpose of the study is to ascertain how human capital in the form of business units and line managers within retail banks responded to the technological disruptions within the South African context. The objective of this research is to provide an overview of the shift from a workplace that does not rely on technology to one that is heavily reliant on technological integration to achieve operational needs. It will examine the repercussions of process automation migrations, as well as how this affects attrition rate and retention as human capital tries to adjust to such a radical change