MBA & MM Theses

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Subject: search.filters.subject.Banks and bankingSubject: search.filters.subject.Mobile banking

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Now showing 1 - 6 of 6
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    An analysis into client based banking applications in South Africa
    (2014-02-17) Naidoo, Drushen
    The relationship between customers and their banks is becoming more dynamic (Ernst and Young, 2012). Customers are seeking greater control in their banking relationship. They are switching banks, changing their behaviours and seeking efficiencies. Banks need to reconfigure their business models, revaluate assumptions and fundamentally change how they interact with customers (Ernst and Young, 2012). It is estimated that there are over 10 million active smartphones in South Africa (Deloitte, 2013). The convergence of banking services and mobile technologies allows users to conduct banking service at any time or place through mobile banking (Gu, Lee, & Suh, 2009). The advent of smartphones and tablets has allowed banks to enhance the delivery of mobile financial services through the development of client based banking applications. These client based smartphone applications are developed for specific mobile operating systems such as Apple’s iOS, Google’s Android, Blackberry’s Blackberry OS7.1, 6.0 and 5.0. Smartphones will allow banks to leverage newer mobile technologies, harness analytics gathered through use of their applications to position products and services that will be of interest to their customers. This could result in increased revenues and it also provides an opportunity to increase market penetration. “ As banks develop their strategies for giving customers access to their accounts through cell phones and other mobile devices, they should also regard this emerging platform as a potential catalyst for generating operational efficiencies and as a vehicle for new revenue sources.“ (Deloitte Development, 2010) This research attempts to analyse and evaluate the usage patterns of clientbased mobile banking applications in South Africa by trying to ascertain what functionalities are performed on mobile banking applications and how often they are performed. This paper attempts to address these questions by building on (Trudel, Boeck, Bastonnais, Rabec, & Bergeron, 2011) typology of functionalities 5 performed on mobile banking applications by including a new construct, Frequency of Use in the determination of usage patterns
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    Comparative analysis of mobile and online banking use in South Africa
    (2014-01-21) Ntsimane, Mpho
    Online and mobile banking are both channels with potential to make banking accessible to the majority of people, and in particular in South Africa where there is a high uptake of mobile communication usage. Yet the adoption of both these channels has been very low, especially when one compares the rate at which mobile communication devices continue to grow. The purpose of this study was to identify and compare the factors that influence the adoption of mobile and online banking in South Africa using the Theory of Acceptance and Use of Technology (UTAUT) and to develop a deeper understanding of the antecedent factors that influence the adoption of one service over the other in South Africa. The aim was to understand these factors and test and verify these factors in the South African context. The research data was collected by using self-administered questionnaires that were distributed to mobile and online banking customers and prospective customers, and in addition, interviews were conducted with both digital banking experts and thought leaders. A total of 215 responses was collected from the survey questionnaire administered with 177 usable responses. A further 6 interviews were conducted with digital banking experts and thought leaders in order to cross-examine the quantitative results from the surveyed population. The demographic information as well as technology usage is useful to understand the type of customer profile that the banks have to focus their marketing efforts on in order to improve on the adoption of both online and mobile banking services. Principal component analysis was applied on the ii surveyed data to test whether the proposed factors are applicable in the South African context. The factors that were identified to influence the adoption of mobile and online banking are performance expectancy, effort expectancy, social influence and facilitating conditions as per the unified theory of acceptance and use of technology (UTAUT) model. Effort expectancy was not an influential factor in online banking contrary to the UTAUT model. Furthermore, the study tested how factors like age and gender moderate some of these factors in order to further understand the adoption influence across some groupings. In comparison, the identified factors were more influential on online banking than mobile banking, highlighting the relationship that might exist between factors and the product lifecycle. The study further showed that there are multiple factors that influence the adoption of technologies. Some of the factors are more influential than others under certain circumstances; and some of the factors could even be more influential to certain technologies than others. It is therefore important for organisations to continuously study these factors throughout the technology lifecycle as this will enhance decision-making and increase successful technology implementation.
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    Explaining sustained post-adoption use of mobile banking
    (2013-10-10) Desaraj, Bhavesh Khosai
    No abstract available
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    Factors affecting the adoption and use of mobile banking in South Africa
    (2012-10-04) Baloyi, Patrick Abel Shaniseka
    Mobile banking offers the banking industry an opportunity to reduce their cost-to-income ratios and to improve their service by reducing their focus on daily, lower-value banking functions to higher-value financial services. The high cellphone ownership among the economically active population makes mobile banking an obvious banking channel for banks to focus on. In the light of this opportunity, the purpose of this research was to identify factors that facilitate and inhibit the adoption and use of mobile banking services in South Africa. Data was collected using a structured survey questionnaire with closed-response questions. The questionnaire used in the study was a 7-point Likert scale questionnaire, which required respondents to indicate their degree of agreement or disagreement with a variety of statements related to hypotheses drawn from technology adoption literature. For the analysis of the impact of customer demographics on the likelihood of the adoption of mobile banking, a database of banked customers with selected demographic variables was used. A binary logistic regression model was used to analyse the data. This study confirmed what international studies identified as the main factors that drive adoption of technology in general, and banking technology in particular. The study confirmed that usefulness and ease-of-use of mobile banking are central in the adoption of mobile banking services in South Africa. The ability to try mobile banking and experience with mobile technology were found to be significant in explaining the adoption and usage of mobile banking. The study also found that customer demographics have an impact on the adoption of mobile banking services. The challenge for banks is to ensure that customers see mobile banking as relevant in their day-to-day banking and financial lives. Without creating this relevance, very useful services will remain unused and their importance will go unnoticed. It is also important to make sure that mobile banking is as easy to use as possible while also ensuring that making the service secure does not compromise the service’s ease of use.
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    Factors that influence the adoption of cell phone banking in South Africa
    (2011-06-10) Sankar, Dione
    Cell Phone Banking is a relatively new electronic banking channel which promised much in terms of servicing all banked customers, particularly those customer segments who don’t readily have access to the Internet. However, the adoption of Cell Phone Banking has been slow when compared to internet channel adoption and also to the growth of cell phone subscribers in the South African market. The purpose of this research was to identify the factors that influence the adoption of Cell Phone Banking in South Africa. The aim was to review the factors identified from previous research that could potentially influence the adoption Cell Phone Banking and to then test whether the identified proposed factors were applicable to the South African market. Data was collected via a survey questionnaire that was distributed physically to South African bank branches in Gauteng and to some identified corporate environments. A total of 174 surveys were collected, of which 153 responses were fully completed, and were used for the data analysis. The demographical and technology usage profiles were analysed and discussed using graphs. A confirmatory factor analysis was applied to the data collected to determine whether the factors proposed were relevant and applicable for the South African banking customer. It was found that the South Africa person most likely to adopt Cell Phone Banking was between the ages of 18 to 35, would have at least a Matric qualification (secondary education) and would earn at least a gross income of R100,000 per annum. It was concluded from the factor analysis that the five factors proposed namely perceived value, perceived risk, trialability, perceived credibility and perceived complexity, were indeed factors that would influence the adoption of Cell Phone Banking in South Africa. ii From the perceived value aspect, users perceived that convenience and time saving to be major items that influenced this factor. The perceived risk factor and perceived credibility factor highlighted that security and trust of the technology were major influencing factors towards the adoption of Cell Phone Banking respectively. The trialability factor was found to be important towards the adoption of Cell Phone Banking in South Africa. The reason provided for this was that customers wanted to have flexibility before actually being registered for the service. Lastly the factor of perceived complexity was also found to be important but compared to the other factors it was the least important factor. The reason provided for this was that the technology used for Cell Phone Banking was still relatively unknown and this was confirmed by the lack of understanding that the sample group showed when ranking the technologies in terms of ease of use.
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    Perceived Barriers to Consumer
    (2011-04-19) Thornton, Philip
    Internationally, mobile banking usage is growing, in South Africa the adoption of mobile banking has been slow. The research considers the perceived barriers users face when considering mobile banking, by using the Sarker and Wells (2003) framework to consider the various issues that users face in relation to handheld mobile devices. This research follows a qualitative process based on interviews within an identified group of respondents to see what their perceived barriers were to mobile banking. The interviews were analysed, based on the propositions identified by the framework, in order to get an understanding of the perceived barriers. It was found that some of the identified potential hindrances were strong hindrances, and two hindrances were in fact weak influencers.