Faculty of Commerce, Law and Management (ETDs)
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Item The Impact of Digital Banking Amongst South African Consumers(University of the Witwatersrand, Johannesburg, 2023) Suthan, Dhivaker Navin Mahadev; Magida, AyandaIn light of the constant and swift evolution of digital banking, it is imperative that consumers quickly adapt to these changes. The advancements in technology are having a significant impact on businesses' strategic objectives and business models, as they are altering consumer behavior and expectations. As a result, numerous organizations have modified their business platforms in order to enhance their competitive edge by offering proximate and efficient solutions to consumers, thus influencing their approach to conducting business. This research aimed to elucidate the effects of digital banking on consumers and their inclination to modify their behavior, utilizing the Technology Acceptance Model (TAM) and the Unified Theory of Acceptance and Use of Technology (UTAUT) as primary frameworks. The research methodology employed in an online survey, utilising a sample population of 240 respondents. The research effort was specifically focused on establishing if consumers are impacted, either positively or negatively due to technological advancements in digital banking. The primary data suggests that a significant number of individuals aged 46 or older in South Africa are hesitant to fully embrace digital banking. On the other hand, consumers between the ages of 18 and 45 appear more inclined to shift from traditional banks to digital-focused banks, such as Tyme Bank, Discovery Bank, or Bank Zero. The limited access to the internet in South Africa may be a factor contributing to the underutilization of digital banking by consumers.Item The impact of digitalisation on e-service quality: Study of Internet Banking in South Africa(2020) Theko, Mandisa CharleneThis study focuses on examining and analysing the impact of Digitalisation of banking on driving customer satisfaction through e-service quality measurements. Through literature review of existing digital transformation in banking research as well as looking at e-service quality models such as servqual. The study will measure how Digitalisation of traditional banking has shaped customer experiences by focusing on one bank, Standard Bank South Africa. The focus of this study will be limited to the banking sector. The research paper aims to develop a general understanding of changes in the banking industry by analysing literature on both technology, banking organisations and service delivery in order offer guidance for further research development For this research paper and adapted version for internet, banking SERVQUAL will be used to deal with customer satisfaction concerning internet banking. The approach will be to use the modified SERVQUAL instrument on the study sample and then validate data using the measurement model and the structural equation model. The relationship between internet banking and, customer satisfaction will be investigated, and the research hypotheses were tested. The sample consisted of 207 participants who were all Standard Bank customers. The survey was targeted and about Standard Bank Internet Banking platform, and therefore the research was ringfenced to customers who banked with Standard Bank and had used Standard Bank Internet Banking in the last 12 Months. The study went and tested the theory against several factors, such as the adoption of internet banking and its effect on e-service quality. The study also examined the impact of service quality on customer satisfaction and retention. Lastly, the effect of customer satisfaction on customer retention. Based on the results, we can conclude that Digitalisation of traditional banking, into internet banking, had a positive effect on e-service qualityItem The impact of digitalisation on e-service quality: study of internet banking in South Africa(2020) Theko, Mandisa CharleneThis study focuses on examining and analysing the impact of Digitalisation of banking on driving customer satisfaction through e-service quality measurements. Through literature review of existing digital transformation in banking research as well as looking at e-service quality models such as servqual. The study will measure how Digitalisation of traditional banking has shaped customer experiences by focusing on one bank, Standard Bank South Africa. The focus of this study will be limited to the banking sector. The research paper aims to develop a general understanding of changes in the banking industry by analysing literature on both technology, banking organisations and service delivery in order offer guidance for further research development For this research paper and adapted version for internet, banking SERVQUAL will be used to deal with customer satisfaction concerning internet banking. The approach will be to use the modified SERVQUAL instrument on the study sample and then validate data using the measurement model and the structural equation model. The relationship between internet banking and, customer satisfaction will be investigated, and the research hypotheses were tested. The sample consisted of 207 participants who were all Standard Bank customers. The survey was targeted and about Standard Bank Internet Banking platform, and therefore the research was ringfenced to customers who banked with Standard Bank and had used Standard Bank Internet Banking in the last 12 Months. The study went and tested the theory against several factors, such as the adoption of internet banking and its effect on e-service quality. The study also examined the impact of service quality on customer satisfaction and retention. Lastly, the effect of customer satisfaction on customer retention. Based on the results, we can conclude that Digitalisation of traditional banking, into internet banking, had a positive effect on e-service quality.