MBA & MM Theses

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Subject: search.filters.subject.Banks and bankingSubject: search.filters.subject.Consumer behaviour

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    CONSUMER ACCEPTANCE OF ELECTRONIC PURSES AS A PAYMENT FOR LOW VALUE TRANSACTIONS
    (2011-10-20) van der Leij, Sybren
    The purpose of this research was to determine whether electronic purse (e-purse) schemes could be positioned as alternatives to existing payment methods for low value transactions. The focus was on low value transactions since it was widely believed that this was the area for which e-purse schemes were best suited. The existing payment methods considered in this research included:  Credit Cards  Debit Cards  Cheques  Cash Conjoint analysis was used to analyse the contribution made by various attributes associated with payment methods towards the overall perception of the payment methods by consumers. It was determined that the cost of a transaction and the security the payment method offered against theft, were by far the most important requirements for the likely adoption of a payment method. This implied that PIN protected e-purse schemes were well suited for the low value transaction market.
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    CONSUMER BEHAVIOUR IN PRIVATE BANKING
    (2011-10-20) van der Merwe, Carol-Ann
    Appropriately segmented target markets guide effective business strategies. Most South African private banks use wealth to segment clients, for example, into high net worth and high income markets. This ignores the differences in and similarities of clients‟ motivations, expected benefits, attitudes, perceptions and product usage. The purpose of this research was to investigate any differences in the consumer behaviour of high net worth and high income individuals. Factor analysis was used to reduce 28 variables into four factors reflecting consumer behaviour patterns in private banking: Involved Decision Making, Traditional Private Banking, Valued Bank Relationships and Personal Interaction Trade-off. T-testing was done to determine any significant differences. The findings revealed that no significant difference existed between high net worth and high income individuals. The implication is that in addition to using wealth as a segmentation criterion, private banks will have to incorporate consumer behaviour criteria to improve their market segmentation models
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    DETERMINANTS OF CUSTOMER SWITCHING BEHAVIOUR IN RETAIL BANKING
    (2011-07-14) Munsamy, Herman
    There are many studies that highlight the significant benefits of building long-term relationships with customers (Reichheld & Sasser, 1990; Dick & Basu, 1994 and Clayton-Smith, 1996). Hence, understanding the reasons why customers switch service providers becomes an important business imperative in ensuring profitability. The objective of the study was to establish the factors which influence customer-switching behaviour in retail banking, identify if any differences exist based on the service relationship customers had with their retail banks, and then determine the influence of loyalty programmes on these factors. The research indicates that Keaveney‟s (1995) exploratory model into switching incidents in service industry found support in the current study. Seven of the eight incidents postulated by Keaveney (1995) were highlighted as factors influencing customer-switching behaviour in retail banking. Further analysis on the relationship these customers had with their banks indicated that certain factors impacted more strongly on some groups than others. The respondent perceptions of seven of the eight factors did not differ across whether they subscribed to a loyalty programme or not. Only competitive attractiveness, illustrated that there was a significant difference in the response of the respondents. By understanding these relationships or corroboration, retail banks would be able to better understand the reasons for customer defection and institute strategies, which would curb a customer‟s tendency to switch