The impact of emerging technologies to improve IT service delivery in a South African bank

Abstract

The financial services sector is advancing rapidly in terms of innovation and technology. The study sought to explore the impact of emerging technologies on improving information technology service delivery in a South African bank. A quantitative study was undertaken through the distribution of an online survey research instrument. The targeted population for the study is the employees of one South African bank. Data were analysed using structural equation modelling. The study found top management support impacted the behavioural intention of using emerging technologies, and the behavioural intention to use emerging technologies had a positive impact on information technology service delivery. System quality, information quality, and regulatory support had no positive impact. The study was limited to one South African bank, meaning that the findings may not be generalisable to all banks operating within Africa. This suggests that researchers, banks and policymakers must be more creative in integrating and utilising new technology to improve operational efficiency and service delivery.