Dissertations / Theses on the topic 'Banks and banking, Mobile – Kenya'

Customers have become the lifeblood of any organisation. Without customers, or-ganisations would not exist let alone survive in this competitive global environment (Grigoroudis, Politis and Siskos, 2002). Banks depend on sufficient and sustaining profitability to survive in the global business world. Customers are the source of banks‟ profitability. By satisfying the customer, the bank is able to retain the custom-er and reap maximum benefits from the relationship which ultimately leads to higher profitability. Customer satisfaction has therefore evolved as a strategic business ini-tiative which banks cannot ignore. Retention of the bank customer has become one of the most important objectives of the overall marketing strategy of any bank. In Kenya, the term „customer service‟ came to the fore just over fifteen years ago when banks started acquiring customer service departments. Since then, many cus-tomer training programs for staff have been put in place to transform the image of the customer as not just a profit-maker for the banks but as a human being with needs, which if not fulfilled will cause the customer to look for alternatives in the market. Training has focused on the bank staff whose customer handling skills have been sharpened. In spite of this, no empirical study has attempted to find out if the intended satisfaction of the customer has been achieved or not, which is indicative of little or no attention being given to this important phenomenon. In Africa, with the ex-ception of South Africa, empirical studies on customer satisfaction in the banking in-dustry are few. This gap presented the motivation for this study. The primary objective was to establish the determinants of customer satisfaction and retention in the Kenyan banking industry. The secondary objectives were to establish the relationship between socio-economic factors and customer satisfaction in Ken-yan banks; secondly, to determine whether bank-related factors influence customer satisfaction in Kenyan banks; thirdly, to identify the various strategies known to cus-tomers and employed by Kenyan banks to ensure customer satisfaction and customer retention and finally, to analyse the relationship between customer satisfaction and customer retention in Kenyan banks. The study adopted a descriptive survey design to suit the target population which was dispersed over a wide geographical region spanning the entire Kenya. The tar-get population included every bank customer in Kenya. Both qualitative and quantita-tive data were used. The data collection instrument was a self-administered ques-tionnaire that contained both closed and open-ended questions. Statistical tests were done using Pearson, Chi Square, Anova, Pearson Correlation and Multi-linear re-gression. Data were presented using frequency distribution tables, percentages, cross tabulation and pie charts. The findings indicated a positive relationship be-tween bank-related factors and customer satisfaction and retention. The conclusion was that if banks improved on factors like quality service, staff orientation towards customers, availability of management and ATM uptimes just to name a few, propor-tionately, customer satisfaction and retention would be enhanced. Finally, recommendations based on the findings were made to the Kenyan banks highlighting antecedents which would enhance the customers‟ satisfaction and reten-tion in the Kenyan banking industry.

Financial reforms were a major component of structural adjustment programs deemed necessary for developing countries in the mid 1980s. These were not only meant to improve the sector, but would ultimately enhance economic growth and help in poverty alleviation. At the top of these reforms was financial liberalisation. Kenya, like many other sub-Saharan African countries, undertook financial liberalisation in 1991, one of the measures was decontrolling interest rates. With market driven interest rates in place it was assumed that there would be increased efficiency in bank lending, as well as growth in credit availability as deposits increased. A key indicator of this improved intermediation process would be a narrowing interest rates spread, that is, the margin between the deposit and lending rate. Paradoxically, however, the expected benefits of these reforms did not accrue to Kenya's banking sector. This study focuses on financial reforms and the spread of interest rates in Kenya's banking sector. Using a trend analysis, spanning the period before and after liberalisation, interest rates spread are shown to have escalated dramatically upwards after liberalisation. An analysis of three macroeconomic variables, namely, the exchange rate, inflation rate and economic growth offer little, or inconclusive evidence, that they were the main causes of the wide interest rate spread. In fact, the spread is closely linked to institutional/structural factors such as non-competitiveness in the banking sector, imprudent lending practices and poor and/or inadequate banking supervision. Policies for improving the institutional infrastructure and thus moderating the spreads are highlighted.

The study examined the effect of financial inclusion technologies on the financial performance of Zimbabwean banks. The study employs ATM, mobile banking (MB), internet banking (IB) and point of sale (POS) transactions on the financial performance of banks as measured by return on assets. The study adopted the explanatory design and the target population of the study consisted of all the 13 commercial banks in Zimbabwe, with the study period being six years, from 2013 to 2018. The panel data was estimated using fixed and random effects. The findings of the research indicated that all the commercial banks in Zimbabwe at the time of doing this study were using POS, ATM, Mobile banking and Internet banking as they adopted digital forms of banking. In terms of financial performance, banks have been able to increase their return on assets between the years 2013 and 2018. In terms of regression analysis, the findings indicate that for every 1% increase in Mobile banking, ATM and Internet banking there will be an accompanying 0.6%, 0.9%, and 0.5% increase in financial performance respectively while for every 1% increase in POS, there will be a 0.7% decrease in financial performance. Therefore, the research recommended banks to go a step ahead in being innovative through designing new products which will only be accessible to clients who access banking through digital banking methods. Also, the research recommends the government of Zimbabwe to put in place sound macro-economic policies for the whole economy to recover so that the commercial banks in Zimbabwe can fully utilize the benefits associated with digital banking.

The fundamental aim of this thesis is to propose and examine a conceptual model that best explains the key factors influencing Jordanian customers' intentions and usage of SST banking channels: Internet banking, Mobile banking, and Telebanking.

Alot of research has been done on the rise of m-banking service in Kenya and most notably by Olga in her PHD theses and others and they all have research on how thriving the service is majorly attributed to the adoption and acceptance of the service through ease of use e.t.c.It can be noted that any service like such require ICT in place.Through use of ICT innovation in the mobile industry has grown especially with use of mobile phone to offer financial services in Kenya. Even though Kenya as a country is still lagging behind in other areas with growth and expansion of ICT when it comes to the mobile industry this is different and it is seen as a major leap to offering banking services without necessarily going to the bank. Understanding how the m-banking service is thriving and growing is far from just mere adoption and ease of use, with my thesis i try to analyze the challenges and opportunities that exist for the mobile industry in Kenya. I tackle m-banking service in particular and as can be noted no service can be allowed to operate without rules and regulations and as such what makes this service thrive if not the ICT policies in place and what strategies and practices employed by the mobile operators have worked for them.The research presented here is an interpretative study of the 4 mobile operators in Kenya.To maintain the subscribers the operators have to be innovative enough to create value added services in line with the regulations in place.

This study is a qualitative examination on the impact of mobile banking, commonly known as MPESA on the lived experiences of the marginalised poor of Bukhalalire sub-location in western Kenya. Using Capability Approach as the guiding theoretical framework, this research project answers Denzin's (2003) call to performance, a performance which contributes to a more 'enlightened and involved citizenship'. It is 'revolutionary' in that it 'enlightens citizens to the possibilities' of MPESA by staging dramatic texts or performances rewritten from the interviews with the poor. These Performances make sites of oppression visible in the process, affirming an oppositional 'politics' that reasserts the value of self-determination and mutual solidarity. Here, the project explores Performance Ethnography to interrogate and evaluate specific, social, educational, economic and political processes as mechanisms that affect the adoption and successful implementation of MPESA as a poverty eradication strategy. The research work conducts focus groups to draw out dimensions of concerns which this research construes as a capability set, then interviews persons in poverty to establish, firstly, what the dimensions of concerns are and the relationship between them, effectively corroborating the findings from the focus group then secondly establish how MPESA is impacting on those dimensions of concern. The research then uses performances to bring to the front the voices of the poor, making visible sites of oppression in one sense and on another, sites of opportunities within MPESA. This exercise answers the research question in evidencing how Performance Ethnography illuminates dimensions of concerns within a Capability Approach study and as research tool it provokes the interviewer and the interviewee to self examination and reflection, seen thus, the performance becomes vehicle for moving persons, subjects, performer, and audience members in new, critical, 'political' spaces, a space of hope that transcends the conservative politics of neoliberalism rescuing the radical democracy. As such, it 'tells a true and previously untold tale' effectively calling for social transformation.

Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2009
The objective of this research project was to provide an answer to the question: 'Which access channel is the most appropriate for mobile applications?' This question is posed by providers of mobile banking services and providers of mobile banking applications alike.

Thesis (PhD)--Stellenbosch University, 2013.
ENGLISH ABSTRACT: The convergence of the Internet, wireless technologies, and mobile devices has led to the development of a new paradigm of transacting, namely, mobile commerce. Because banking activities are easily digitised and automated, banks have seized the mobile transacting opportunity and have developed cellphone banking applications that allow more flexibility for bank clients than internet banking in terms of anywhere, anytime banking. For banks, considering the benefits associated with multi-channel customers, the ideal situation would be that bank clients using internet banking also adopt and continue to use cellphone banking in the future. Therefore, to assist marketing managers with the development of marketing strategies to enhance the concurrent use of internet and cellphone banking, this study investigates the influence of internet banking cognitive evaluations on the perceived usefulness and the perceived ease of use of cellphone banking in the formation of the intention to use and the continuance of use intention of cellphone banking. A literature review revealed that two consumer behaviour theories can guide crosschannel cognitive evaluations between the internet banking and cellphone banking channel namely, expectation-transfer theory and status quo bias theory. In the context of this study, expectation-transfer theory can explain cross-channel evaluative synergies from the internet banking channel to the cellphone banking channel, as well as dissynergies; whilst status quo bias underpins only evaluative dissynergies. These theories point to internet banking beliefs that could influence the perceived ease of use and perceived usefulness of cellphone banking. Based on the literature review, a conceptual model was developed of the formation of intention to use and the continuance of use intention of cellphone banking in an internet banking context. To assess the validity of the model empirically, data were collected from 678 users of only internet banking and 491 users of both internet and cellphone banking. The data collected in the empirical phase of the study were analysed using the structural equations modelling (SEM) software program AMOS 20.0. The results revealed that the perceived convenience and time saving of internet banking positively influence the perceived usefulness of cellphone banking for the users of both internet and cellphone banking. On the other hand, only the perceived convenience of internet banking influenced the cellphone banking usefulness perceptions of the users of only internet banking. Furthermore, internet banking trust and risk perceptions only influenced the cellphone banking usefulness perceptions of the users of only internet banking. Expectation-transfer in both cohorts was also confirmed between the ease of use perceptions of internet banking and the perceived ease of use of cellphone banking. The results also confirmed that internet banking facilitating conditions negatively influence the perceived usefulness of cellphone banking (evidence of status quo bias). The theoretical contribution of the study is apparent at three different levels. Firstly, the conceptual model of cross-channel cognitive evaluations extends the Technology Acceptance Model (TAM) with beliefs of a related technology as the determinants of perceived usefulness and perceived ease of use. Secondly, the study provides more insights into how cross-channel cognitive evaluations influence the formation of intention to use and the continuance of use intention of cellphone banking. And lastly, the study identifies additional sources of expectation-transfer and status-quo bias in the multichannel marketing context. The study provides valuable insights into internet – cellphone banking multi-channel consumer behaviour that should be considered by managers in the development of cellphone banking marketing strategies. To facilitate the conversion from internet banking to the concurrent usage of internet and cellphone banking, managers of cellphone banking services must ensure that the internet banking service is reliable and risk free. Equally important, cellphone banking must be marketed as a complementary channel to internet banking. In other words, the usefulness of cellphone banking must be emphasised in situations when the bank client is not near a computer to do internet banking or when he/she does not have the time or money to use a computer for internet banking. And lastly, to enhance the adoption of cellphone banking marketing communications must emphasise the similarities between internet and cellphone banking so that expectation-transfer between the two channels can influence behavioural intentions to adopt cellphone banking. Based on the results of the study, several recommendations can be made to enhance the continuance of use of cellphone banking. Firstly, marketing communications must remind the concurrent users of internet and cellphone banking of why they are using cellphone banking. The most important reason to remind them of is the usefulness of cellphone banking in situations where there is a lack of internet banking facilitating conditions. Marketing managers should also take note that cellphone banking users do not draw on internet banking trust and risk perceptions to form perceptions of the usefulness of cellphone banking. It may be that they only consider trust and risk perceptions directly related to cellphone banking. This conclusion emphasises the importance of cellphone banking trust and risk perceptions in cellphone banking continuance of use behaviour. Finally, the study quantified the influence of internet banking cognitive evaluations on the formation of intention to use and the continuance of use intention of cellphone banking. Considering this result, the study provides valuable information for marketing managers of cellphone services. The methodology employed can also guide future studies exploring cross-channel evaluations in a multi-channel marketing context.
AFRIKAANSE OPSOMMING: Die sameloop van maklike toegang tot die Internet, die ontwikkeling van draadlose tegnologieë en die beskikbaarheid van mobiele toestelle het gelei tot ʼn nuwe transaksieparadigma, naamlik mobiele handel. Aangesien bankaktiwiteite maklik digitiseer en outomatiseer, het banke die mobiele verrigtingsgeleentheid aangegryp en selfoonbankaanwendings ontwikkel wat vir bankkliënte meer buigsaamheid as internetbankdienste inhou wat ‘enige plek, enige tyd’ bankwese betref. Gegewe die voordele van multikanaal gebruik, is die ideaal vir banke dat kliënte wat internetbankdienste gebruik, ook selfoonbankdienste aanvaar en in die toekoms bly gebruik. Met die oog daarop om bemarkingsbestuurders by te staan in die ontwikkeling van bemarkingstrategieë om die gelyktydige gebruik van internet- en selfoonbankdienste te bevorder, ondersoek hierdie studie die invloed van kognitiewe evaluerings oor internetbankwese op die waargenome nuttigheid en waargenome maklike gebruik van selfoonbankdienste in die vorming van die gebruiksvoorneme en voortgesette gebruiksvoorneme ten opsigte van selfoonbankdienste. ʼn Literatuuroorsig het getoon dat twee verbruikersgedragsteorieë kruiskanaal kognitiewe evaluerings tussen die internetbankkanaal en selfoonbankkanaal kan voorlig, naamlik, Verwagtingsoordragteorie (“Expectation-transfer Theory”) en Status Quo Vooroordeel Teorie (“Status Quo Bias Theory”). In die konteks van hierdie studie kan Verwagtingsoordragteorie kruiskanaalevalueringsinergieë en dissinergieë van die internetbankkanaal na die selfoonbankkanaal toe verduidelik, terwyl Status Quo Vooroordeel Teorie slegs evaluerende dissinergieë stut. Hierdie teorieë belig internetbankoortuigings wat die waargenome nuttigheid en waargenome maklike gebruik van selfoonbankdienste kan beïnvloed. ʼn Konseptuele model van die vorming van die gebruiksvoorneme en voortgesette gebruiksvoorneme van selfoonbankdienste in ʼn internetbankkonteks is op grond van die literatuuroorsig ontwikkel. Met die oog daarop om die geldigheid van die model empiries te bepaal, is data van 678 gebruikers van slegs internet bankdienste en 491 gebruikers van internet sowel as selfoonbankdienste ingesamel. Die data wat tydens die empiriese fase van die studie ingesamel is, is met behulp van die strukturele vergelykingsmodelleringsagtewareprogram (“structural equations modelling” (SEM)) AMOS 20.0 analiseer. Volgens die resultate het die waargenome gerieflikheid en tydbesparing van internetbankwese die waargenome nuttigheid van selfoonbankdienste positief beïnvloed by gebruikers van beide internet en selfoonbankdienste. Hierteenoor het slegs die waargenome gerieflikheid van internetbankdienste die selfoonbankdiensnuttigheidswaarnemings van gebruikers van slegs internetbankdienste beïnvloed. Verder het internetbankdiensvertroue en risikowaarnemings slegs die selfoonbankdiensnuttigheid van die gebruikers van slegs internetbankdienste beïnvloed. Verwagtingsoordrag in beide kohorte is ook bevestig tussen die maklike gebruik persepsies van internetbankdienste en die waargenome maklike gebruik van selfoonbankdienste. Die resultate bevestig ook dat internetbankfasiliteringsomstandighede die waargenome nuttigheid van selfoonbankdienste negatief beïnvloed (manifestering van status quo vooroordeel). Die teoretiese bydrae van die studie blyk op drie vlakke. Eerstens brei die konseptuele model van kruiskanaal kognitiewe evaluerings die Tegnologie Aanvaardingsmodel (“Technology Acceptance Model” (TAM)) uit ten opsigte van oortuigings oor ʼn verwante tegnologie as die bepalers van waargenome nuttigheid en waargenome maklike gebruik. Die studie bied tweedens ook insigte in hoe kruiskanaal kognitiewe evaluerings die vorming van gebruiksvoorneme en voortgesette gebruiksvoorneme van selfoonbankdienste beïnvloed. Die studie identifiseer laastens ook addisionele verwagtingsoordrag- en status quo vooroordeel bronne in die multikanaalbemarkingskonteks. Die studie bied waardevolle insig oor internet – selfoonbankmultikanaal-verbruikersgedrag wat bestuurders in die ontwikkeling van selfoonbank-diensbemarkingstrategieë moet oorweeg. Om die oorskakeling van internetbankdienste na die gelyktydige gebruik van internet en selfoonbankdienste te fasiliteer, moet bestuurders van selfoonbankdienste verseker dat internetbankdienste betroubaar en risikovry is. Wat net so belangrik is, is dat selfoonbankwese as ʼn komplementêre kanaal tot internet bankwese bemark moet word. Die nuttigheid van selfoonbankwese moet, met ander woorde, beklemtoon word in situasies waar die kliënt nie naby ʼn rekenaar is vir internetbankgebruik nie of wanneer hy/sy nie die geld of tyd het om ʼn rekenaar vir internetbankdienste te gebruik nie. Laastens, om die aanvaarding van selfoonbankwese te versterk, moet bemarkingskommunikasiemateriaal die ooreenkomste tussen internet en selfoonbankwese op so ʼn wyse beklemtoon dat verwagtingsoordrag tussen die twee kanale gedragsvoornemens om selfoonbankdienste te aanvaar, beïnvloed. Verskeie aanbevelings spruit voort uit die resultate oor hoe die voortgesette gebruik van selfoonbankdienste verhoog kan word. Eerstens moet bemarkingskommunikasieboodskappe die gelyktydige gebruikers van internet en selfoonbankwese herinner waarom hulle selfoonbankdienste gebruik. Die belangrikste rede in hierdie verband is die nuttigheid van selfoonbankwese in situasies waar internetbankfasiliteringsomstandighede afwesig is. Bemarkingsbestuurders moet ook in ag neem dat selfoonbankgebruikers nie op internetbankvertroue en risikowaarnemings steun om persepsies oor die nuttigheid van selfoonbankwese te vorm nie. Hulle oorweeg waarskynlik net vertroue en risikopersepsies wat direk met selfoonbankdienste verband hou. Hierdie gevolgtrekking beklemtoon die belangrikheid van vertroue in selfoonbankdienste en riskowaarnemings in voortgesette selfoonbankgebruikgedrag. Laastens, die studie kwantifiseer die invloed van kognitiewe evaluering oor internetbankwese in die vorming van selfoonbankwese gebruiksvoorneme en voortgesette gebruiksvoorneme. Veral in die lig van hierdie resultaat bied die studie waardevolle inligting vir selfoonbankdiensbemarkingsbestuurders. Die metodes wat gebruik is, kan ook verdere studies waarin kruiskanaalevaluerings in ʼn multikanaal-bemarkingskonteks ondersoek word, rig.

In 1993, Kenya liberalised its trade policy and allowed the Kenyan Shillings to freely float. This openness has left Kenya's domestic prices vulnerable to the effects of exchange rate fluctuations. One of the objectives of the Central Bank of Kenya is to maintain inflation levels at sustainable levels. Thus it has become necessary to determine the influence that exchange rate changes have on domestic prices given that one of the major determinants of inflation is exchange rate movements. For this reason, this thesis examines the magnitude and speed of exchange rate pass-through (ERPT) to domestic prices in Kenya. In addition, it takes into account the direction and size of changes in the exchange rates to determine whether the exchange rate fluctuations are symmetric or asymmetric. The thesis uses quarterly data ranging from 1993:Ql - 2008:Q4 as it takes into account the period when the process of liberalization occurred. The empirical estimation was done in two stages. The first stage was estimated using the Johansen (1991) and (1995) co integration techniques and a vector error correction model (VECM). The second stage entailed estimating the impulse response and variance decomposition functions as well as conducting block exogeneity Wald tests. In determining the asymmetric aspect of the analysis, the study followed Pollard and Coughlin (2004) and Webber (2000) frameworks in analysing asymmetry with respect to appreciation and depreciation and large and small changes in the exchange rate to import prices. The results obtained showed that ERPT to Kenya is incomplete but relatively low at about 36 percent in the long run. In terms of asymmetry, the results showed that ERPT is found to be higher in periods of appreciation than depreciation. This is in support of market share and binding quantity constraints theory. In relation to size changes, the results show that size changes have no significant impact on ERPT in Kenya.

Includes bibliographical references.
Evaluating the impact of Information and Communications Technologies for Development (ICT4D) has been a challenge both in terms of theoretical and methodological approaches. It has been pointed out in extant literature that ICT4D impact studies are few compared to those that investigate determinants of adoption. Knowledge of this scarcity and the theoretical and methodological limitations led to the conception of this study. This study set out to investigate the decision criteria evaluated by Kenyan micro, small and medium enterprises (MSMEs) when making the initial mobile banking adoption and usage decisions with a view to unearth the designed and emergent consequences. Ethnographic decision tree modelling (EDTM) which is a cognitive research methodology was feasibly employed to obtain the adoption and usage decision criteria from which quantifiable and non-quantifiable consequences were then inferred. Structuration theory was used as a theoretical lens to view the complex context in which mobile banking is embedded and adopted by MSMEs. The analysis of the empirical data obtained from the MSMEs led to the construction and testing of three decision models from which the study’s theory was developed. The derived theory demonstrates the existence of structurational interactions among decision criteria, antecedents of technology adoption, behavioural intention to adopt, and the designed and emergent consequences of actual usage. The study further reveals that contrary to popular belief and argument that adoption of mobile banking technology lowers financial services cost, Kenyan MSMEs adopt the technology not because of its affordability but because of other factors such as perceived usefulness, accessibility, safe custody of daily income, limited organizational capabilities, perceived ease of use, social capital and trust structures. The derived explanatory-predictive theory provides findings that may have significant implications for fiscal and monetary policymakers, development experts and mobile banking technology designers.

The ubiquitous nature of mobile phones and their popularity has led to opportunistic value added services (VAS), such as mobile money, riding on this phenomenon to be implemented. Several studies have been done to find factors that influence the adoption of mobile money and other information systems. The thesis looks at factors determining the uptake of mobile money over cellular networks with a special emphasis on aspects relating to perceived security even though other factors namely perceived usefulness, perceived ease of use, perceived trust and perceived cost were also looked at. The research further looks at the security threats introduced to mobile money by virtue of the nature, architecture, standards and protocols of Global System for Mobile Communications (GSM). The model employed for this research was the Technology Acceptance Model (TAM). Literature review was done on the security of GSM. Data was collected from a sample population around Harare, Zimbabwe using physical questionnaires. Statistical tests were performed on the collected data to find the significance of each construct to mobile money adoption. The research has found positive correlation between perceived security concerns and the adoption of money mobile money services over cellular networks. Perceived usefulness was found to be the most important factor in the adoption of mobile money. The research also found that customers need to trust the network service provider and the systems in use for them to adopt mobile money. Other factors driving consumer adoption were found to be perceived ease of use and perceived cost. The findings show that players who intend to introduce mobile money should strive to offer secure and useful systems that are trustworthy without making the service expensive or difficult to use. Literature review done showed that there is a possibility of compromising mobile money transactions done over GSM

M-PESA (a mobile banking service in Kenya) was introduced to offer a person-to-person money transfer service. Its extensive adoption and appropriation for purposes other than person-to-person transfers has influenced the technology providers (Safaricom) to widen their services beyond their original intentions. M-PESA provides a wide range of financial services including services for people who were previously unbanked. Users of M-PESA can now pay different utilities, those without credit cards can purchase products online, others can repay loans to microfinance institutions, pay insurance premiums, withdraw money from ATMs, use it as Point of Sale Payment and open savings accounts. This research examines the existence of “bi-directional” influences between technology and society by taking M-PESA business users as a case. It specifically investigates how M-PESA as a technology has influenced the business environment in Kenya and how the design of M-PESA has in turn been influenced by its adoption. The research adopts the Adaptive Structuration Theory as the theoretical framework and interpretive case study research as a methodological approach. Interviews with different stakeholders in the industry were used to collect data. Data was analyzed using Diachronic Analysis. The results of the research show that there is a “bi-directional” influence between technology and people as they affect each other over time. Mobile technologies shape the way businesses operate, allowing them to provide new services and improve existing ones. At the same time, usage and adoption trends affect the design of mobile technologies. Over time, technology is adapted to accommodate the new needs of businesses and other needs in the wider community. This research shows that the impact of technology depends not only on its functionality but also on its use and appropriation in society.
Dissertation (MCom)--University of Pretoria, 2011.
Informatics
unrestricted

Thesis (MBA (Business Management))--University of Stellenbosch, 2010.
ENGLISH ABSTRACT: The mobile phone has not only changed the way the world works today, but also changed the direction the world is moving toward. The mobile phone changed the face of communication and enabled more people to reach more other people than ever before. The big four banks in South Africa represent 83.5 per cent of the total asset value of all banks in South Africa. Traditionally, banking customers (or potential customers) could be reached through the current 2 786 branches, 19 451 ATMs and potentially 4.59 million internet users. There are 47.9 million mobile phone subscribers in South Africa – increasing the number of potential contact points by order of magnitude. The possibilities for banks utilising the mobile phone are endless, however online banking and offering banking services through a mobile phone is increasingly more subject to fraud attacks. Online banking and credit card fraud is still on the increase. Today, SMS is used to alert customer of movements on their bank account. This keeps the customer informed and enables them to notify their banks and prevent subsequent fraudulent transactions. SMS can be sent from one mobile phone to another (P2P) or from a computer system to a mobile phone (A2P). In 2007, 2 trillion SMS's were sent worldwide and was responsible for 75 to 80 per cent of all mobile phone revenues. South Africa sent 34 billion A2P SMS in 2009 of which 29 per cent were sent as transactional SMS by the top three banks in South Africa. SMS-based transactional alerts are SMS sent each time a change occurs in a bank account, for example, when your credit card is used then you will get an SMS on your mobile phone. Each bank makes different functionalities available. Absa reported 2 million customers receiving SMS alerts in 2008. FNB reported 67 million transactional SMS per month in 2009. The core advantages for using transactional SMS are the cost, reliability and ubiquity. Research was conducted among five of the six largest banks. Data revealed that banks send between 16 million and 69.4 million SMS per month and have approximately between 4.5 and 5.1 million customers using this service. The impact was tested through personal interviews. The two common factors were fraud reduction and customer retention. The two key challenges the banks identified are: i) Capacity/throughput with the mobile network operators; and ii) Getting internal systems and processes defined and working together for the alerts. The advantages identified are competitive positioning, customer interaction, empowerment of people and revenue. Key findings of the research were: SMS-based transactional alerts offer strategic importance; Any system is as good as it is being utilised; Security controls are extremely complex; SMS capacity is a common challenge and big risk; Internal processes cause the most complexity; Return on investment is not adequately measured; Transactional alerts is a potential revenue stream; There is no interaction between the bank and the customer; SMS in South Africa create high dependencies; SMS-based transactional alerts are successful.

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O objetivo desta pesquisa é compreender fatores que influenciam a intenção de uso da moeda social digital, especificamente a influência da Percepção de Confiança Inicial, Percepção de Facilidade de Uso, Percepção de Risco e da Oportunidade de Experimentar o aplicativo da moeda social. O referencial teórico fundamenta-se nas teorias que buscam compreender a intenção de uso dos serviços de pagamentos móveis (M-payment). Os dados foram coletados a partir de um questionário em um levantamento amostral aliado a um experimento de campo aplicado a 256 usuários da moeda social em cédula de três bancos comunitários. A Oportunidade de Experimentar foi uma condição experimental aleatorizada para permitir uma inferência causal mais consistente. Para o teste das hipóteses de pesquisa empregamos o método de PLS-SEM (partial least squares - structural equation modeling). Os resultados indicam que a Oportunidade de Experimentar o aplicativo afeta positivamente a intenção de uso da moeda social digital por meio de seu efeito na percepção de facilidade de uso e percepção de risco sobre o aplicativo. A percepção de confiança também se mostrou como um fator que aumenta a intenção de uso da moeda social digital.
This study aims to understand factors that affect the intention to use a digital social currency, namely the influence of the Initial perception of trust, Perception of ease of use, perception of risk and opportunity to try the app of the digital social currency. The theoretical framework is based on theories that try to explain the intention to use mobile payment services (M-payment). The empirical data was collected by means of a questionnaire in a survey experiment applied to 256 users of the paper social currency of three different community banks. The opportunity to try the app was an experimental condition randomly assigned in order to allow for robust causal inference of its effects. Hypotheses were tested using Partial Least Squares structural equation models (PLS-SEM). Results indicate that the opportunity to try the app positively affects the intent to use the digital social currency by means of its effect on the perception of ease of use and the perception of risk about the app. Trust also showed a positive effect on the intention to use the digital social currency.

PhD (Finance), School of Economic and Business Sciences, UNIVERSITY OF THE WITWATERSRAND, JOHANNESBURG 8th June, 2016
This study examines the relationship between financial innovation and financial performance of commercial banks in Kenya, as well as the drivers of financial innovations at both firm and macro levels. The financial innovations covered are the branchless banking models, which represent a departure from the traditional branch-based banking. More specifically, the financial innovations covered are: Mobile banking, agency banking, internet banking and Automated Teller Machines (ATMs). The study uses 10-year panel (secondary) data for the period spanning year 2004 to 2013. The study conducts an empirical analysis of the four types of financial innovations using three econometric models. The models have been specified using Koyck distributed lag models and estimated using dynamic panel estimation with System Generalised Method of Moments (GMM). The speed of adjustment of bank financial performance to financial innovation as well as the speed of adjustment of financial innovation to the financial innovation drivers has been tested using Koyck mean and median lags. The empirical results provide strong evidence of the link between financial innovations and bank financial performance with respect to Kenyan commercial banks. The study makes a number of other findings. Firstly, financial innovations significantly contribute to firm financial performance and that firm-specific factors are more important to the firm’s current financial performance than industry factors. Secondly, firm-specific variables significantly drive financial innovations at firm level with firm size being the most significant driver of financial innovation at firm level. The firm specific factors include firm size, transaction costs, agency costs, and technological infrastructure at firm level. Thirdly, macro level variables significantly drive financial innovation at firm level with regulation being the most important driver at macro level. The macro level drivers reviewed include: Regulation and taxes, incompleteness in financial markets, technological infrastructure at macro level and globalisation. Lastly, the existence of reverse causation between firm financial performance and firm financial innovation is established. The speed of adjustment of firm financial performance to financial innovation has been determined. The results show that it takes on average 1.179 years for bank financial performance to adjust to the four financial innovations studied. Secondly, it takes less than a year (0.368 years) to accomplish 50% of the total change in firm performance following a unit-sustained change in the financial innovations. Moreover, mobile banking has the shortest mean lag (2.849) while ATMs have the longest mean lag (4.926). Therefore, it takes approximately three years for mobile banking to adjust to financial innovation drivers at firm level and on average five years for ATMs to adjust to the financial innovation drivers. By and large, the speed of adjustment of financial innovations to macro level drivers is higher than the speed of adjustment of financial innovations to firm level drivers. This study has made significant contribution to the body of knowledge in the field of financial innovations. The study has developed an econometric model which captures four financial innovations in a single study and empirically used the model to test their link to firm financial performance. The second and third econometric models have also captured the drivers of financial innovations at firm and macro levels. The reviewed literature observes that previous studies have largely focused on financial products in developed countries at the expense of emerging financial innovations in developing countries. In addition, previous studies have also largely ignored empirical approaches to the study of financial innovations. This study has empirically established the link between financial innovations and firm performance by modelling the four innovations in single model in a developing country (Kenya) context. One of the major contributions of this study is the establishment of the speed of adjustment of firm performance to financial innovations and the speed of adjustment of financial innovations to financial innovation drivers at both firm and macro levels. Lastly, the study has developed an original conceptual financial innovation value model (Fig. 6.1), which will be used in future financial innovation studies. This study has a number of managerial and policy implications which have been reviewed in the study.
MT2017

The thesis deals with the emergence of bank and non-bank entities that provide a range of unique transaction-based payment services broadly called Mobile Financial Services (MFS) to unbanked, underserved and underbanked persons via mobile phones. Models of MFS from Mobile Network Operators (MNOs), banks, combinations of MNOs and banks, and independent Mobile Financial Services Providers are covered. Provision by non-banks of ‘bank-type’ services via mobile phones has been termed ‘transformational banking’ versus the ‘additive banking’ services from banks. All involve the concept of ‘branchless banking’ whereby ‘cash-in/cash out’ services are provided through ‘agents.’ Funds for MFS payments may available through a Stored Value Product (SVP), particularly through a Stored Value Account SVP variant offered by MNOs where value is stored as a redeemable fiat- or mobile ‘airtime’-based Store of Value. The competitive, legal, technical and regulatory nature of non-bank versus bank MFS models is discussed, in particular the impact of banking, payments, money laundering, telecommunications, e-commerce and consumer protection laws. Whether funding mechanisms for SVPs may amount to deposit-taking such that entities could be engaged in the ‘business of banking’ is discussed. The continued use of ‘deposit’ as the traditional trigger for the ‘business of banking’ is investigated, alongside whether transaction and paymentcentric MFS rises to the ‘business of banking.’ An extensive evaluation of ‘money’ based on the Orthodox and Claim School economic theories is undertaken in relation to SVPs used in MFS, their legal associations and import, and whether they may be deemed ‘money’ in law. Consumer protection for MFS and payments generally through current statute, contract, and payment law and common law condictiones are found to be wanting. Possible regulatory arbitrage in relation to MFS in South African law is discussed. The legal and regulatory regimes in the European Union, Kenya and the United States of America are compared with South Africa. The need for a coordinated payments-specific law that has consumer protections, enables proportional risk-based licensing of new non-bank providers of MFS, and allows for a regulator for retail payments is recommended. The use of trust companies and trust accounts is recommended for protection of user funds. | vi
Public, Constitutional and International Law
LLD

A research report submitted to the Faculty of Humanities, University of the Witwatersrand, in partial fulfilment of the requirements for the degree of Master of Arts (in the field of ICT Policy and Regulation). 9th August 2016.
Digital transformation on a national level is a framework that has been applied to a number of different contexts. Studies in both developed and developing countries have exhibited digital transformation in a manner that reflects its applicability across contexts and scenarios. However, this research explored what happens when the same is applied to organizational contexts in a developing country. The research did not divert too far from the national application of a digital transformation framework, but merely sought to incorporate the organizational perspective, and the different considerations that arise in commercial banks in Kenya; an area which was previously under-explored. A conceptual framework was developed to study only particular elements of digital transformation from qualitative analysis and different sources of data. The findings of this study illustrated that there is a huge uptake of technologies in these commercial banks, but also notes a significant number of limitations that currently exist. The report concludes with proposals as to how these limitations can be addressed through various recommendations, and also considers other avenues for improvement, and future research that can later be applied other contexts.
GR2017

A new economic order has developed that is referred to as the New Economy and has brought about a shift in focus from manufactured goods and services to an economy that places emphasis on knowledge and the application thereof within a specific context (Leung, 2002). Furthermore, this economy places emphasis on the saliency of information and how it can be used as a competitive and commercial tool. The New Economy is characterised by a unique consumer that functions within it called the New Consumer and this individual functions as a ubiquitous entity that is always on as this individual uses mobile devices that enables them to conduct business and communicate anywhere and at any time. The New Consumer is characterised by being individualistic, involved, independent and informed but also suffers from scarcities such as time, attention and trust. In view hereof, value has become a pivotal matter that all organisations should place emphasis on when delivering products and services to this consumer. Furthermore, Information and Communication Technologies (ICTs) has brought about a technological revolution in the New Economy and has changed the way in which the consumer works and conducts business. Mobile devices form an important component of the New Economy as it also offers organisations the opportunity to adopt new business models, using wireless technology, that enable mobile business (m-business) solutions. M-business refers to the purchasing of information, goods and services via a mobile device (Anon., 2000c) and organisations offering m-business in the New Economy are enabled to offer the advantages such as delivering just the right information, to just the right people at just the right time which means that convenient and personalised location-based information can be delivered to the individual. One industry that has adopted the m-business solution, as a value-added service, is the banking industry and various banks are offering the mobile financial solution to consumers meaning that they can access their accounts, pay their bills and make transfers using a mobile device. As many banks have adopted m-banking, as a value-added m-business offering, a credible source that elaborates on the implementation of m-banking and the industry requirements pertaining to the implementation process is Mobey Forum who has published the Mobey Forum White Paper (Anon., 2004p) that explains the implementation requirements of mobile financial services such as customer proposition, business priorities, technical issues and implementation issues. This study focuses on the industry requirements of m-banking, as set out by the Mobey Forum White Paper (Anon., 2004p). Absa, a South African bank, has been utilised as a one-shot case study todetermine how the industry requirements of mobile banking, as a value-added m-business offering, is implemented by the bank.
Ms. Andrea Crystal,

The purpose of this study is to examine the extent to which the existing ICT infrastructure in Kenya affects the provision of e-banking services at Barclays Bank of Kenya. The study also compares e-banking applications in Kenyan banks with best practice examples from other countries. Other areas studied are the existing ICT and e-banking security systems as well as the policy and regulatory framework that governs e-banking systems in Kenya. The dilemma still facing the banking and ICT sectors in Kenya is whether the existing ICT infrastructure is adequate and efficient enough to satisfy the demand for voice and data communications required in the provision of e-banking services. The problems that require attention are lack of appropriate equipment to serve a modem financial system and provide the full range of e-banking services, inadequate telephone landlines due to vandalism and failure of Telkom Kenya to expand its network. Other problems include lack of reliable Internet connection, high access costs for landlines and Internet, inadequate capital investment for the provision of sufficient ICT services, dumping of contraband traffic on Telkom's network, cyber crime due to lack of proper e-banking security systems and lack of a suitable policy and regulatory framework for Information Communication Technologies. A qualitative research methodology and a typical case study research design are adopted in the study. Barclays Bank of Kenya is examined as a case study. The activities of the banking and ICT key industry players, Central Bank of Kenya, Telkom Kenya, Communications Commission of Kenya and Today's Online, are also examined. In addition four other commercial banks namely, Standard Chartered, Citibank, Kenya Commercial Bank and Commercial Bank of Africa are contacted and their senior management interviewed concerning this study. Data is collected from interviews, archives, newspapers, published reports and the Internet. The study findings reveal that Barclays Bank Kenya offers different forms of e-banking services namely, Internet banking, online banking, telephone banking and mobile banking. However, the poor state of the ICT infrastructure hinders the growth of ebanking services in Barclays and other Kenyan banks. The existing security measures for landlines and e-banking systems in Kenya are also incapable of preventing most forms of risks and threats and need to be improved. Kenya also lacks a sound policy and regulatory framework to efficiently curb these ICT and e-banking risks. The study concludes by recommending that the Kenyan government should encourage the private sector and development partners to invest in ICT infrastructure and that a comprehensive review of existing laws relating to ICT and e-banking systems be done and amendments formulated.
Thesis (MBA)-University of KwaZulu-Natal, 2006.

M.Sc. (Computer Science)
In the rapidly evolving world that we live in, the methods by which items are purchased are starting to be revolutionized. In a developing country such as South Africa, financial institutions within the banking sector are starting to implement their own systems or processes to process bank transactions. These processes include the identification and authentication of bank transactions, as well as the validation of the integrity of bank transactions between buyer and merchant. The changing of these processes by the banking sector could be viewed as a result of the increase in mobile device users. The purpose of the research presented within this dissertation is to explore an alternative method for identifying and authenticating a user in order to authorize a purchase made from a mobile device. The research will include evidence for the necessity of an alternative process as well as investigate the current technology by examining a few mobile banking solutions provided by the banking sector. The alternative process will be based upon a prototype design, which will employ Near Field Communication (NFC) technology to forward the purchase information from a point-of-sale (POS) device to the client’s mobile device, as well as employ fingerprint recognition technology to improve the identification and authentication of a user in order to authorize the purchase. The prototype will be known as BankAuth. The researcher hopes that this dissertation encourages other academics to discover new approaches in further researching mobile banking solutions.

Abstract in English, Afrikaans and Setswana
The study aimed to develop an appropriate cross-border banking framework for competitiveness in East Africa. To this end, Kenya Commercial Bank was chosen as case study, as it allowed for an examination of global, multi-domestic and transnational cross-border competitiveness strategies. The political and sociocultural environments were the moderating variables for the study, while the sub-variables of competitive advantage were efficiency, risk management, learning and innovation. A mixed methods sequential approach was utilised, with the quantitative approach employing a cross-sectional survey research design as framework, while probability and nonprobability sampling techniques were used for collecting quantitative and qualitative data respectively. Both close- and open-ended questions were used. The quantitative phase of the study sampled 217 potential participants and received 168 responses, which is a response rate of 77 per cent. Data were analysed using SPSS software, which provided descriptive and inferential statistics. Thereafter, a framework for cross-border banking was developed, using regression analysis. The qualitative phase of the research employed a case study design, with interviews being conducted with employees of Kenya Commercial Bank. To this end, purposive, convenience and snowball sampling was utilised. In addition, qualitative data were processed and analysed through the use of MAXQDA software. Trustworthiness and rigour were enhanced by transcribing the interviews and reviewing them for accuracy. The quantitative and qualitative data were subsequently synthesised, taking into account their points of convergence and divergence. The study finally established that the most appropriate framework for competitiveness was to strategically integrate multi-domestic and global strategies, and moderate these by taking into account prevailing political and sociocultural environments. Elements for global configuration included centralisation, standard procedures, similar policies, organisational structures, global dynamics and global appeal. By contrast, the critical elements for a multi-domestic strategy included decentralisation, different procedures/policies/organisational structures and marketing approaches, flexibility, local responsiveness, as well as local dynamics and local appeal.
Hierdie studie is daarop gemik om ’n gepaste oorgrens-bankweseraamwerk vir mededingendheid in Oos-Afrika te ontwikkel. Met hierdie doel voor oë is die Kenya Commercial Bank as gevallestudie gekies, omdat dit die navorsers in staat gestel het om wêreldwye, multibinnelandse en transnasionale oorgrens-mededingendheidstrategieë te ondersoek. Die politieke en sosiokulturele omgewings is die moderatorveranderlikes vir die studie, terwyl doeltreffendheid, risikobestuur, leer en innovering die subveranderlikes van mededingingsvoordeel is. ’n Opeenvolgende gemengemetodes-benadering is gevolg – die kwantitatiewe benadering maak gebruik van ’n deursnee-opname-navorsingsontwerp as raamwerk, terwyl waarskynlikheid- en nie-waarskynlikheid-steekproefnemingstegnieke gebruik is om onderskeidelik kwantitatiewe en kwalitatiewe data in te samel. Geslote vrae én oop vrae is gebruik. Tydens die kwantitatiewe fase van die studie is 217 potensiële deelnemers genader en 168 het geantwoord. Die responsiekoers was dus 77 persent. Data is ontleed met behulp van SPSS-sagteware, wat deskriptiewe en inferensiële statistiek opgelewer het. Daarná is daar met behulp van regressie-ontleding ’n raamwerk vir oorgrens-bankwese ontwikkel. Tydens die kwalitatiewe fase van die navorsing is gebruik gemaak van ’n gevallestudie-ontwerp – onderhoude is gevoer met werknemers van Kenya Commercial Bank. Hiervoor is doelgerigte, gerieflikheids- en toenemende steekproefneming gebruik. Daarby is kwalitatiewe data verwerk en ontleed met behulp van MAXQDA-sagteware. Betroubaarheid en nougesetheid is bevorder deur die onderhoude te transkribeer en te hersien vir akkuraatheid. Die kwantitatiewe en kwalitatiewe data is daarná saamgevoeg met inagneming van die punte waarop die data ooreenstem en verskil. Uiteindelik het die studie bepaal dat die mees gepaste raamerk vir mededinging sou wees om multibinnelandse en globale strategieë te integreer en te modereer met inagneming van heersende politieke en sosiokulturele omgewings. Die elemente van wêreldwye konfigurasie sluit in sentralisering; standaardprosedures; ooreenstemmende beleide, organisasiestrukture en globale dinamiek; en globale aantrekkingskrag. Daarenteen sluit die noodsaaklike elemente vir ’n multibinnelandse strategie die volgende in: desentralisering; verskillende prosedures, beleide, organisasiestrukture en bemarkingsbenaderings; buigsaamheid; plaaslike responsiwiteit; plaaslike dinamiek; en plaaslike aantrekkingskrag
Maikaelelo a thutopatlisiso e ne e le go tlhama letlhomeso le le maleba la go ralala melelwane la kgaisano kwa Aforikabotlhaba. Go fitlhelela seno, go tlhophilwe Banka ya Kgwebo ya Kenya go sekasekwa, ka ntlha ya fa e ne e kgontsha tshekatsheko ya ditogamaano tsa kgaisano tsa selegae-bontsi le ditlamo tse di kgabaganyang ditšhaba le melelwane. Ditikologo tsa sepolotiki le loagosetso e nnile dipharologantsho tse di dirisitsweng mo thutopatlisisong, fa dipharologantshopotlana tsa tshiamelo ya kgaisano e nnile bokgoni, tsamaiso ya matshosetsi, go ithuta le go itlhamela. Go dirisitswe mokgwa o o tswakantsweng o o sekasekang data go tswa kwa tshimologong, fa mokgwa wa go lekanyetsa dipalopalo ka go dirisa thadiso ya patlisiso e e ralalang maphata e nnile letlhomeso, mme go dirisitswe thekeniki e bannileseabe ba kokoanngwang mo thulaganyong e e nayang batho botlhe ditshono tse di lekanang tsa go ka tlhophiwa le e e sa neyeng batho botlhe ditshono tse di lekanang tsa go ka tlhophiwa go kokoanya data e e ka kgonang go lekanyediwa le e e ka se keng ya kgona go lekanyediwa. Go dirisitswe dipotso tse di batlang karabo ya ee kgotsa nnyaa le tse di batlang tlhaloso. Legato la patlisiso le le akaretsang dipalopalo le tlhophile batho ba ba ka nnang le seabe ba le 217 mme ga amogelwa tsibogo ya ba le 168, se e leng tsibogo e e lekanang le diperesente tse 77. Go sekasekilwe data go dirisiwa serweboleta sa SPSS, se se tlametseng ka dipalopalo tse di tlhalosang le tse di lebisang kwa ditshwetsong. Morago ga moo go ne ga tlhamiwa letlhomeso la banka e e dirang go kgabaganya melelwane, go dirisiwa tshekatsheko e e lekanyetsang kamano ya dipharologantsho. Legato la go tlhaloganya mabaka la patlisiso le dirisitse mokgwa wa go lebelela rekoto ya setheo se se rileng, mme go botsoloditswe badiri ba Banka ya Kgwebo ya Kenya. Go fitlhelela seno, go dirisitswe mokgwa wa go tlhopha sampole ka go tlhopha, go dira gore bannileseabe ba ngoke bannileseabe ba isago le go tlhophiwa ga bannileseabe ba ba fa gaufi. Go tlaleletsa foo, data e e sa kgoneng go lekanyediwa e sekasekilwe ka tiriso ya serweboleta sa MAXQDA. Go okeditswe boikanyego le kelotlhoko ka go gatisa dipotsolotso le go di sekaseka gape go tlhomamisa nepagalo. Data e e kgonang go lekanyediwa le e e sa kgoneng go lekanyediwa di ne tsa kopanngwa, go lebeletswe dintlha tsa tsona tse di golaganang le tse di fapaaneng. Gape thutopatlisiso e lemogile gore letlhomeso le le maleba go gaisa la kgaisano ke gore go nne le togamaano ya go golaganya ditogamaano tsa selegae le tsa lefatshe, mme di sekasekiwe go etswe tlhoko tikologo e e gona ya sepolotiki le loagosetso. Dintlha tsa thulaganyo e e akaretsang di akareditse go tlisa ditirelo fa lefelong le le lengwe fela, ditsamaiso tse di tlwaelegileng, dipholisi tse di tshwanang, dipopegotheo tsa setheo, diphetogo mo lefatsheng mmogo le kgatlhego mo lefatsheng. Go farologana le seo, dintlha tsa botlhokwa tsa togamaano ya selegae-bontsi e akareditse go tlisa ditirelo fa lefelong le le lengwe fela, dithulaganyo/dipholisi/dipopegotheo tsa setheo tse di farologaneng le mekgwa ya papatso, go obega, tsibogo ya selegae, gammogo le diphetogo tsa selegae le kgatlhego ya selegae.
Graduate School of Business Leadership
D.B.L

M.Comm.
This dissertation reports on the findings of a study conducted in order to understand the factors that impact on retail bank customers‘ attitudes towards and usage of internet and cell phone banking services in Gauteng, South Africa. A conceptual model based on the Technology Acceptance Model (TAM) plus other variables including trust, subjective norm and demographic variables was used to help understand factors that impact on adoption of electronic banking. Data was collected from customers of the four biggest banks in South Africa namely ABSA, Standard Bank, First National Bank and Nedbank. A total of 394 usable responses were obtained. Statistical Package for Social Science (SPSS) was used to analyse the data. A number of statistical tools were used in the analysis including descriptive statistics, correlation analysis correlation analysis, regression analysis and independent sample ttesting. The findings of the study reveal that customers‘ attitude towards internet and cell phone banking contributes significantly to customer‘s intention to start using or continue using internet and cell phone banking services. The findings also show that while differences in attitude may exist between customers across different demographic groups, demographic factors, alone, are weak predictors of attitude. The study found that perceived usefulness, perceived ease of use and trust; significantly contribute to customers‘ attitude towards internet and cell phone banking. Of these variables, trust emerged as the most important predictor of attitude towards internet and cell phone banking while the subjective norm was found to be the weakest predicator of attitude. The findings have wider implications on efforts aimed at attracting more customers to start using or continue using internet or cell phone banking services. The implications have also been discussed and suggestions for future research made.

M. Tech. Business Administration
The aim of this research is to investigate the extent of mobile banking usage among low-income people in Johannesburg. A descriptive design was conducted; data by means of a survey, using self-administered questionnaires, was collected from the inhabitants of the informal settlements of Tembisa and Alexandra Townships in Johannesburg. This represented a total population of about 6000 households. From which, a sample of 200 households was systematically selected randomly.

碩士
國立臺灣科技大學
科技管理所
100
To evaluate the performance of mobile banking-related (or mbanking-related) service process, the new methodology of Data Envelopment Analysis (DEA)—“Two-Stage Network DEA” combined with “Network-Based Ranking Method”—is adopted in this research, including Tobit Regression Analysis. In fact, bankers had launched STK and WAP mbanking since 1999, only to find failures because of few users. Nevertheless, with the popularity of 3G telecommunication and smart phones, people’s consumption styles have been changing very much. Bankers have started promoting APP mbanking recently to make consumers’ cash flows under their control. With the review of mbanking’s literatures, we can find out most of them are connected to the reason why consumers adopt mbanking, but literatures about performance of mbanking are rare. While market investigation or financial data is often used by bankers to evaluate mbanking’s performance, it cannot reflect the characteristics of a bank’s multi-input and multi-output at all. Therefore, in this study the related internal operating process of mbanking is divided into two stages—“service penetration” and “profit generation”. Besides, DEA is also applied to dig out relatively efficient banks, and benchmark is filtered by alpha centrality from the concept of social network analysis. Finally, Tobit regression is adopted to examine whether mbanking and other factors may influence the efficiency of entire process and each stage. The result is that mbanking-experienced banks have better performances integrally, but it matters only for “service penetration”, not for “profit generation”. Besides, most banks are inefficient in mbanking-related service process, so the fundamental way is to improve efficiency of service process.

A research report submitted in partial fulfilment of the requirements for the degree of Master of Commerce in the field of Information Systems
Artificial intelligence (AI) is the creation of intelligent machines that have the ability to work and act like humans and comprises various technologies. AI-powered technology is having a transformative effect on industries such as banking. This study investigated the adoption of AI technologies by South African banking firms. The investigation into the factors that explain the current extent of adoption was focused through the lens of the Technological, Organisational and Environmental (TOE) framework. Through a review of existing literature and online resources, this study firstly identified a basket of AI technologies perceived as relevant for South African banking firms. Six technologies that represent the basket of AI technologies were identified, namely: machine learning, robotic process automation, expert systems, virtual assistants, natural language processing, and pattern recognition. Secondly, the study aimed to determine the current state of adoption of the AI technologies. Thirdly, the study aimed to determine the factors influencing the adoption of AI technologies by banking firms. A systematic literature review was undertaken to determine the technological, organisational and environmental factors that influence technology adoption. A model using pre-determined TOE factors was developed and tested. The cross-sectional, quantitative study was undertaken via a self-administered, online questionnaire to a sample of 307 respondents from South African banking business units, resulting in 62 responses. Diffusion curves were used to illustrate the current adoption of AI technologies. The results revealed that robotic process automation is the most diffused technology, while natural language processing was the least diffused technology. The results also revealed a significant intention to adopt AI technologies in the next three years. The data was subjected to reliability and validity tests which established that the construct measures rendered consistent and reproducible results, and accurately depicted the constructs they were assigned to measure. Thereafter, correlations analysis was utilised to test the model’s hypotheses, and a multiple and stepwise regression were used as further tests of the model. Results revealed that AI technology skills, top management support, firm size and competitive pressure were positively related to the adoption of AI technologies, while perceived benefits, information technology infrastructure, cost, competitive pressure, regulation and mimetic pressure were not supported. AI technologies is a contemporary topic and is gathering a great deal of attention in both academia and practice. By applying the TOE framework, this study has provided a theoretical contribution and addressed a research gap in existing literature, specifically demonstrating that AI adoption is a function of all three contexts, i.e. technological, organisational and environmental. This study also provides a practical contribution for banking firms as they can understand the current adoption status of the average South African bank. Furthermore, for firms considering the adoption of AI technologies, this study offers insights into the relative influence of the TOE factors, and provides guidance to facilitate benchmarking and processes of adoption.
PH2020

M.Comm. (Information Technology Management)
The advancement of technology in mobile devices, places South African banking institutions in unique positions to leverage these advancements into innovative, value-added services. Mobile banking is one such innovation that has afforded banking clients the ability to - amongst other services - view bank statements, pay bills, and transfer money. Despite a growing trend towards mobile banking service offerings by South African banks, privacy and security issues are still considered a concern. This dissertation conceptualises the influence of demographic factors on perceptions of mobile banking. Privacy Calculus Model (PCM) has been used as a theoretical lens to explain the cognitive process involved when a potential mobile banking subscriber is presented with mobile banking technology solutions. PCM is extended by abstracting the risk/benefit trade-off psyche held by SA bank clients, and there is an attempt to explain, using PCM, the bank clients’ cognitive process and willingness to subscribe to mobile banking services. A quantitative research method has been used for this purpose. Purposeful sampling that targeted South African bank account holders was applied. Empirical results show that potential South African mobile banking subscribers are not homogenously influenced in the same manner. Instead - for example - people in different age groups are subject to different influences than a grouping defined by highest education level. Thus, in order for South Africa’s four big banks to attract and retain mobile banking subscribers, they should realise that different groups of people are influenced by subscription to mobile banking in different ways.

This study identified and empirically investigated individual employee, organisational and information and communication technology (ICT) systems factors to determine the extent to which these factors support employees’ learning of the adopted retail banking ICT systems before undergoing training. Quantitative research approach was followed. A realised stratified random sample of 237 respondents consisting of tellers and customer care consultants (one group) and line managers (second group), working at branches of various retail banks in the western region of Kenya, participated in this study. Descriptive, exploratory factor and inferential statistical analyses were conducted. The results showed: a high level of agreement with the identified factors; significant positive linear relationships between the factors; statistical significant differences (p<0.05) between the respondent groups and between the categories for each demographic variable with regard to the respondents’ level of agreement with each factor. Supportive and directive learning strategies were recommended for retail banking employees before training.
Business Management
M. Com. (Business Management)

A research report submitted to the Faculty of Commerce, Law and Management, University of the Witwatersrand, Johannesburg in partial fulfilment of the requirements for the degree of Master of Management in the field of Strategic Marketing
Menstrual Hygiene Management is a process of keeping clean by girls and women through washing, changing and disposal of sanitary protection during their monthly periods. When schools provide a conducive environment for girls to manage their menses, girls become empowered and confident to participate in education without fear and embarrassment. Lasi High school in Mpolonjeni constituency is a rural school in low income settings whose girls like many girls in the area have to manage their monthly menstruation. The purpose of this study is to explore the experiences and practices of rural school girls in Mpolonjeni community in managing their menses. A qualitative exploratory and descriptive study was undertaken through focus group discussions. The researcher managed to purposively select a sample of two focus groups with ten participants, each, three teachers and the Deputy Head Teacher. The study finding reveals that girls experience a number of challenges when managing their menses in the school setting which the school administration is not entirely aware of. Some of the issues raised by the girls can be addressed without unreasonable costs implications but through empathy and general support. The study recommends a further investigation for Education and school policies that will enhance enabling school environments to support girls in managing menstruation at school.
GR2018

thesis submitted to the Faculty of Commerce, Law and Management, University of the Witwatersrand, Johannesburg, South Africa in fulfilment of the requirements for the degree of Doctor of Philosophy (PhD) Johannesburg, August 2015
Financial inclusion is promoted as an important economic development program to solve the lack of access to formal financial services for billions of people around the world. The concept “financial inclusion” has entered mainstream business and development discourses as an all-encompassing term for innovation in financial services for the poor. South African policymakers and financial service providers have embraced this approach to address some of the country’s political, social and economic imbalances. A number of examples are held up as successes of financial inclusion such as India’s “Jan Dhan Yojana” initiative. The program, launched in August 2014, signed up 75 million people to new bank accounts in under three months. South African policymakers and financial service providers have also embraced financial inclusion to address the country’s political, social and economic imbalances. Several consequences challenge this optimistic view. The first issue is the high level of dormancy across various services. India’s account has up to 75% dormancy, much like South Africa’s Mzansi account launched expressly for financial inclusion in 2005. It was abandoned by 2012 due to lack of use. The second major issue is adverse inclusion that arises after people are “financially included” and they end up worse off than before. In August 2014 African Bank, the largest lender to low-income individuals in South Africa, failed because it had issued loans to customers who eventually could not afford to repay them. Despite these issues, the focus of financial inclusion remains on targets of density, penetration and geographic access as measured in the World Bank’s Findex, a global financial inclusion database. Practitioners and researchers tend to be concerned with how people as borrowers, savers, bank account users and mobile phone users access and use financial services. Yet an unexplored issue is how these subject positions came to be, how they are maintained and the specific rationalities that accompany them. Following Foucault, this study is an attempt to understand how the concept of financial inclusion has functioned in our society to create human beings as subjects. This is a seven-year genealogical research project of South Africa’s national financial inclusion effort. Over this period, three discourse clusters were identified and analysed. The first cluster consists of 12 texts produced by a range of public, private and civil society institutions. The second cluster of academic discourses on financial inclusion consists of 3 83 peer-reviewed journal articles published between 2009 and 2013. The third cluster is a collection of texts from local sources in two townships produced by those individuals who are often the subjects in the other discourse clusters. The analysis reveals dominant modes of objectification in each cluster and the synthesis enables the search for evidence of a regime of truth on financial inclusion. Evidence indicates that dominant discourses of financial inclusion, irrespective of origin, limit subjects to existing practices of money management. Therefore, despite claims of the sweeping changes that can result from financial inclusion, this study argues that this form of development discourse perpetuates existing concentrations of wealth. Counter-narratives that link financial inclusion and asset building offer an important break in this dominance
MT2016

A DISSERTATION Submitted in full fulfilment of the requirements for the degree of Master of Commerce (Marketing) at the UNIVERSITY OF THE WITWATERSRAND 2016
The financial services sector in South Africa is known for its innovative capability worldwide. Although ‘concentrated’ with few major players, the banking sector remains competitive as each bank continues to broaden its products and services to attract new customers and satisfy its existing client base. Therefore, it is of interest for banks to examine how to motivate consumers to take part in co-creation activities and develop favourable attitudes toward participating in those activities, and ultimately influence adoption intentions. Although significant research has been conducted on consumer motivation, attitudes, perceived characteristics of innovation and innovation adoption, respectively, little is known about the relationships between these constructs in the South African digital banking sector. Thus, the study aims to fill a gap by determining how intrinsic factors influence consumer attitudes toward participating in co-creation activities. Additionally, the study presents the impact of these attitudes on the perceptions consumers have toward innovation and then on adoption intentions. For the purposes of this study, intrinsic motives represent the predictor variable, while adoption intention is the outcome variable. There are four mediators, namely: attitude toward the act, perceived relative advantage, perceived complexity and perceived compatibility. This study undertakes a quantitative research approach in which 339 surveys were distributed online and in person. The findings support all seven hypotheses. Thus, indicating that intrinsic motives have a positive influence on a consumer’s attitudes toward participating in co-creation activities. Additionally, favourable attitudes toward the act have a positive relationship with perceived relative advantage and perceived complexity and a negative relationship with perceived complexity. Lastly, the results indicate that relationships exist between perceived relative advantage, perceived complexity and perceived compatibility, respectively and adoption intention. The contributions of this paper are as follows: this study adds to contextual knowledge of consumer motivation on adoption intention. Additionally, the study contributes to current knowledge by using relevant literature and empirical evidence regarding co-creation, motivation, attitudes and innovation in the South African banking industry. Lastly, the study provides guidance to managers on how to better manage their co-creation activities and investments, particularly in the financial services industry, and how to effectively engage and collaborate with their consumers and turn these co-innovation interactions into tangible profits for the firm.
MT2017

Current management accounting techniques have not been widely accepted as a means to develop a competitive advantage. The information obtained from the literature reviewed and the results from an empirical study that involved a sample of forty respondents from Equity Bank found that the modern management accounting practices provide very important skills and techniques in building competitiveness. The practices play an important role in the planning, developing, implementing and evaluating strategic competitive policies that result in a competitive advantage. The study outlines the importance of management accounting practices in providing strategies that lead to the creation of a competitive advantage in an organisation. However, the conclusions are drawn on a conceptual level and a future empirical investigation is needed to substantiate these claims further. The study also sets a foundation for more focused research into the importance of modern management accounting practices in developing a competitive advantage especially in the banking sector.
Management Accounting
M.Comm. (Accounting)

Abstract in English, Afrikaans and Zulu
The study investigated the effects of social media on mobile money adoption in South Africa and Zimbabwe. The main gap identified in empirical literature is the omission of social media use in technology adoption models and social networking theories. While some theories acknowledge the role of social influences in technology adoption, the social interactions considered therein are not mediated through the internet as is social media. Furthermore, no empirical study has to date focused on how social media influences mobile money technology adoption. Thus, this study deviates from the offline social network analysis approach which is restricted to the neighbourhood effects, physical contact, cell phone calls and text messages where information on mobile money technology is disseminated to an individual’s limited social circle. The secondary data used for the study were obtained from individual responses in the cross-sectional FinScope consumer surveys South Africa 2015 and Zimbabwe 2014 which were conducted and reported by FinMark Trust (2015; 2014). The study employed the binary logistic regression model to estimate the nature of effect. The results of the study indicated that use of social media had a positive and statistically significant impact on mobile money adoption in both South Africa and Zimbabwe. The results also revealed that despite there being a lower internet penetration and social media usage rate in Zimbabwe than South Africa, the use of social media in the former led to a higher rate of mobile money adoption. The study also established that mere use of social media and availability of mobile money technology did not translate to a high adoption rate; instead, availability had to be matched by a demand for the financial services. Additionally, the study found that the interaction of mobile money adoption and use of social media increased the overall mobile money adoption in both countries. The study recommended the implementation of collective policies that increase internet penetration to facilitate increased use of social media platforms and promote mobile money adoption to foster improved financial inclusion in developing countries.
Hierdie studie het die gevolge van sosiale media op die ingebruikneming van mobiele geld in Suid-Afrika en Zimbabwe ondersoek. Die belangrikste leemte wat in empiriese literatuur geïdentifiseer is, is die weglating van die gebruik van sosiale media in tegnologieaanvaardingsmodelle en sosialenetwerkvorming-teorieë. Hoewel sommige teorieë (teorie van beredeneerde handeling; teorie van beplande gedrag; diffusie van innovasie) die rol van sosiale invloede op tegnologieaanvaarding erken, word die sosiale interaksies wat daarin oorweeg word nie deur middel van die internet bemiddel nie, soos wel in die geval van sosiale media. Boonop het geen empiriese studie tot op hede gefokus op hoe sosiale media die ingebruikneming van mobielegeld-tegnologie beïnvloed nie. Hierdie studie wyk dus af van die niegekoppelde sosialenetwerkontleding-benadering, wat beperk is tot die omgewingsgevolge, fisieke kontak, selfoonoproepe en teksboodskappe, waar inligting oor mobielegeld-tegnologie aan ʼn individu se beperkte sosiale kring versprei word. Die sekondêre data wat vir die studie gebruik is, is verkry uit afsonderlike response in die deursnee- FinScope-verbruikersopnames (Suid-Afrika 2015 en Zimbabwe 2014), wat onderneem en bekendgemaak is deur FinMark Trust (2015; 2014). Die studie maak gebruik van die binêre logistiese regressiemodel om die aard van effek te skat. Studiebevindings dui daarop dat die gebruik van sosiale media ’n positiewe en statisties beduidende uitwerking op die ingebruikneming van mobiele geld in sowel Suid-Afrika as Zimbabwe het. Die resultate wys ook dat, ondanks ’n laer internetpenetrasie en sosialemedia-gebruikskoers in Zimbabwe, die gebruik van sosiale media in Zimbabwe tot ’n hoër koers van ingebruikneming van mobiele geld in dié land as in Suid-Afrika tot gevolg het. Daar word verder waargeneem dat die blote gebruik van sosiale media en die beskikbaarheid van mobielegeld-tegnologie nie geredelik omgesit kan word in ’n hoë ingebruiknemingskoers nie; beskikbaarheid moet met ’n vraag na die finansiële dienste gepaard gaan. Daarbenewens toon die studie dat die interaksie tussen mobielegeld-ingebruikneming en die gebruik van sosiale media die oorkoepelende ingebruikneming van mobiele geld in albei lande versterk. Die studie beveel die implementering van beleide aan wat internetpenetrasie verhoog om wydverspreide gebruik van sosiale media te fasiliteer, wat op sy beurt die ingebruikneming van mobiele geld sal bevorder, wat finansiële insluiting sal bevorder.
Ucwaningo luphenyisise imiphumela ye-social media ekwamukelweni kwe-mobile money eNingizimu Afrika naseZimbabwe. Igebe elikhulu eliphawuliwe kwimibhalo yobufakazi ukweqiwa kokussetshenziswa kwe-social media ekwamukelweni kwama-technology adoption models kanye namathiyori e-social networking. Kodwa amanye amathiyori (i-theory of reasoned action; i-theory of planned behaviour; i-diffusion of innovation) amukela indima yemithelela ye-social influences ekwamukelweni kwetheknoloji, ngokusebenzisana kwama-social interactions abonelelwe lapha, awaxhunyaniswa nge-inthanethi, njenge-social media. Kanti-ke futhi okunye, akukho bufakazi bocwaningo kuze kubemanje obugxile kwindlela i-social media enomthelela ngayo kwi-mobile money technology adoption. Ngakho-ke, lolu cwaningo luyehluka kwizinqubo ze-offline social network analysis approach, enezihibe kwimiphumela esondelene nayo, ukuxhumana ngokubamba, ukushayelana izingcingo nge-cellphone, kanye nemilayezo ebhaliwe, lapho ulwazi kwi-mobile money technology lusatshalaliswa kumuntu ngamunye nalabo asondelene nabo. I-secondary data esetshenzisiwe kucwaningo itholakale kwizimpendulo zabantu ngamunye kwi-cross-sectional FinScope consumer surveys (iNingizimu Afrika 2015 kanye neZimbabwe 2014), olwenziwa nokubikwa nge-FinMark Trust (2015:2014). Ucwaningo lusebenzisa i-binary logistic regression model ukulinganisa inhlobo yomphumela. Imiphumela yocwaningo ikhombisa ukuthi i-social media inomphumela omuhle futhi ngomphumela wezibalo ezibalulekile ekwamukelweni kwe-mobile money okwamukelwe kuwo womabili amazwe iNingizimu Afrika kanye neZimbabwe. Imiphumela ikhombise nokuthi, ngisho noma i-inthanethi ingakangeneleli kangako kwezinye izindawo, kodwa izinga lokusetshenziswa kwe-social media eZimbabwe kungaphezulu kuneNingizimu Afrika, ukusetshenziswa eZimbabwe kuhola phambili ngezinga eliphezulu ekwamukelweni kwe-mobile money kunaseNingizimu Afrika. Kanti futhi kuphawulwa ukuthi ukusetshenziswa kwe-social media kanye nokutholakala kwe-mobile money technology, akuhambelani ngezinga lokwamukelwa kakhulu; ukutholakala kumele kuhambelane nesidingeko samasevisi ezezimali. Nangaphezu kwalokho, ucwaningo lukhombisa ukuthi ukusebenzisana kokwamukelwa kwe-mobile money nokusetshenziswa kwe-social media kuphakamisa ukwamukelwa kakhulu kwe-mobile money kuwo womabili amazwe. Ucwaningo luncoma ukuthi ukwamukelwa kwemigomo enyusa ukungenelela kakhulu kwe-inthanethi ukulekelela ukusetshenziswa kakhulu kwe-social media, kanti futhi lokhu okuzophakamisa kakhulu ukwamukelwa kwe-mobile money okusiza ukubandakanya wonke kwezezimali.
Business Management
D. Phil. (Management Studies)

Financial exclusion is a major developmental problem. Perception has it that financial exclusion emanates from the lack of access to banking and financial services, and the general understanding is that ICT-based access to such services is the solution. In this research, which was undertaken in Ghana, Critical Realism (CR) revealed deeper causes (generative mechanisms) that underlie financial exclusion. The research followed a mixed-method approach. The CR approach guided the research to create an initial model from which hypotheses were deduced and tested; the design science approach, guided the research to create the design theory and an instantiation of an application that uses the design theory; and the quantitative method, was used to evaluate the hypotheses. CR revealed how, in a credit economy, people have a need for credit to pursue business or education opportunities. The generative mechanisms identified have revealed how the credit market for the unbanked includes the reality that a wellfunctioning credit market is self-sustaining with two mechanisms: signalling and adoption. The signalling mechanism facilitates users’ access to credit, which they in turn are able to spend on more services. On the other hand, the adoption mechanism enables the development of more services making the market more valuable, thus attracting more users in a self-feeding loop. The key findings suggest that being banked does not necessarily lead to financial inclusion and financial wellbeing. Transactional banking only serves as an "enrichment agenda for the banks", with minimal benefit to the people. There are also other non-financial technologies such as sharing and social technologies that have an effect on the provision of credit; in addition to their main purpose of saving and/or earning income, for the unbanked, by sharing resources. In Ghana, despite having bank accounts, most of the banked do not use them, because of cost and inappropriate services. This research reveals that the unexamined notion of being banked as a fundamental requirement for financial inclusion may require further investigation. The research has found that the unbanked keeping to themselves and the use of cash creates anonymity and makes them invisible to formal financial institutions, who prefer identity over anonymity, thus contributing to their financial exclusion. The following design needs were identified: inexpensive credit and value-added services such as saving groups, financial accounting services, service to report delinquent customers and education. The research offers a conceptualization of a financial inclusion ICT artefact to draw attention to the multifaceted and complex environment financial inclusion effort is immersed. This calls for an integrated approach since the issues with financial exclusion extend beyond financials and have an effect on the broader society. The research, therefore, proposes a substantive framework for improving the design and development of financial inclusive systems, which helps build trust using obligation transactions. It offers an approach to computing an individual’s financial inclusiveness, which also helps safeguard his/her financial wellbeing. The thesis makes a contribution to Information Systems theory in proposing a framework on financial inclusion using ICT. The contribution to practice is the design of an ICT artefact.
School of Computing
Ph. D. (Computer Science)

Abstracts in English, Afrikaans, Zulu, Tsonga and Portuguese
The purpose of the study was to develop a model of attitudes toward digital banking, by exploring the relationship between values, culture, the diffusion of innovation and the Technology Acceptance. In addition, actual behaviour in the use of digital banking, as well as the moderating effects of gender, age, education level, income, and urban versus rural backgrounds, was included to provide additional insights into the financial services market in Maputo, Mozambique. A quantitative survey with a convenience sample (n = 403) of bankable individuals (male and female) between the ages of 21 and 60, was conducted from 2015–2018. The findings revealed significant relationships between the variables included in the empirical model. Structural equation modelling indicated that the data were a good fit, resulting from the use of a correlations-derived measurement model. These findings provide new insights into the development of tailor-made digital banking actions to drive usage in different segments, which will contribute to the body of knowledge on consumer behaviour and digital banking adoption and use.
Hierdie studie se doel was om ’n model van ingesteldhede teenoor digitale bankwese te ontwikkel deur ondersoek in te stel na die verband tussen waardes, kultuur, die diffusie van innovering en die aanvaarding van tegnologie. Werklike gedrag wanneer digitale bankwese gebruik word, asook die modererende effek van gender, ouderdom, onderwysvlak, inkomste en stedelike teenoor plattelandse agtergrond, is ingesluit om bykomende insigte te verkry in die finansiëledienstemark in Maputo, Mosambiek. ’n Kwantitatiewe opname met ’n gerieflikheidsteekproef (n = 403) van bankbare individue (manlik en vroulik) tussen die ouderdomme 21 tot 60, is in die tydperk 2015 tot 2018 onderneem. Die bevindinge toon dat daar beduidende verbande is tussen die veranderlikes wat by die empiriese model ingesluit word. Die modellering van strukturele vergelykings toon dat die data goed gepas het omdat ’n korrelasie-afgeleide metingsmodel gebruik is. Hierdie bevindinge lei tot nuwe insigte in die ontwikkeling van pasgemaakte digitalebankwese-aksies om gebruik in verskillende segmente aan te dryf. Dit sal bydra tot die bestaande kennis van verbruikersgedrag en die aanvaarding en gebruik van digitale bankwese.
Inhloso yalolu cwaningo bekuwukwenza imodeli yendlela yokubona mayelana nokusebenzisa ibhangi ngendlela yedijithali, ukuhlola ubudlelwane phakathi kwama-value, usiko, ukusabalala kobuqambi kanye nokwamukelwa kwetheknoloji. Nangaphezu kwalokho, indlela yokuziphatha ekusebenziseni ibhangi ngendlela yedijithali, kanye nemiphumela ethobayo yobulili, iminyaka yobudala, izinga lemfundo, ingeniso, kanye nokuqhathanisa abasemadolobheni nabasemakhaya, kwabandakanywa ukuhlinzeka ngemibono engezelelekile kwimakethe yamasevisi ezezimali eMaputo eMozambique. Kwenziwe inhlolovo ngobuningi ngesampuli ye-convenience (n = 403) wabantu abasebenzisa ibhangi (abesilisa nabesimame) abaphakathi kweminyaka engu 21 kanye nengu 60 kwenziwe ukusukela ku 2015–2018 Imiphumela iveza ubudlelwane obubalulekile phakathi kwezinto ezehlukene ezibandakanya imodeli yobufakazi obubambekayo. I-structural equation modelling ikhombise ukuthi ulwazi belungoluhambisana kahle, ngokuvela kumphumela wokusebenzisa i-correlations-derived measurement model. Okutholakele kunikeza imibono emisha ngokukuthuthukiswa kwezinyathelo zokusebenzisa ibhangii ngendlela yedijithali okuhlinzekelwa abantu ngokuhambisana nabo, ukuphakamisa ukusetshenziswa ngabantu bemikhakha ehlukene, lokhu okuthela esivivaneni kumthamo wolwazi ngendlela yokuziphatha kwabasebenzisi, kanye nokwamukelwa kokusebenzisa ibhangi ngendlela yedijithali kanye nokusetshenziswa.
O presente estudo tinha como objectivo desenvolver um modelo de atitudes em relação à banca electrónica explorando a relação entre os Valores, a Cultura e a Difusão da Inovação e Aceitação de Tecnologias. Além disso, o comportamento real relacionado com o uso de serviços da banca electrónica, assim como o efeito moderador do género, idade, nível de escolaridade, rendimentos e os contextos urbano versus rural foram incluídos para permitir melhor compreensão do mercado de serviços financeiros de Moçambique (Maputo). De 2015 a 2018, fez-se um inquérito quantitativo em uma amostra de conveniência (n = 403) de indivíduos bancáveis (masculinos e femininos) com idades compreendidas entre os 21 e os 60 anos. Os resultados revelaram relações significativas entre as variáveis incluídas no modelo empírico. A modelagem de equações estruturais indicou um bom número de dados, o que resultou num modelo canónico de medição derivada de correlações. Ademais, faz-se uma exposição e interpretação de achados sensíveis sob o ponto de vista ético no contexto de banca electrónica baseado no consumidor. Estes achados servirão de base para um novo conhecimento para o desenvolvimento de acções de banca electrónica personalizadas com vista a incentivar o uso em diferentes segmentos, o que acrescentará valor ao conhecimento actual sobre o Comportamento do Consumidor e a utilização de serviços de banca electrónica.
Xikongomelo xa dyondzo leyi a ku ri ku hlamusela malangutelo ya vanhu ehenhla ka ku tirhisiwa ka bangi ya internet hi ku kambisisa vuxaka lebyi nga kona exikarhi ka Mikhuva, Ndhavuko ni ku Haxiwa ka Switirhisiwa Swintswha ni leswi thyiwaka ku amukeriwa ka thekinoloji. Ku engetela kwalaho, ku katsiwile mikhuva ya vhanu ehenhleni ka ku tirhisa bangi ya internet, ku katsa ni vuyelo leri ringaniselaka ro va munhu a ri wanuna kumbe wansati, ntanga, dyondzo, muholo, ni leswaku u tshama dorobeni kumbe emakaya, leswaku ku twisisiwa hi vuenti leswaku mintirho ya swa timali yi tshamise ku yini eMozambique (Maputo). Nxaxamelo wa swivutiso swo teka tinhlayo wu tirhisiwile eka ntlawa lowu voniweke wu ringana (n = 403) wa vanhu lava nga tirhisaka bangi (va xinuna ni va xisati), lava nga ni 21 ku ya ka 60 wa malembe ku sukela 2017 ku ya ka 2018. Tinhlamulo ti kombe leswaku ku ni ku yelana lokukulu exikarhi ka swivutiso leswi katsiweke eka xivumbeko xo hlamusela ha xona. Structural equation modelling yi kombe leswaku ku ni mihandzu yo tala, leswi endleke leswaku ku va ni xivumbeko lexi se xi tiviwaka xa mpimo lowu taka hi ka ku yelana ka swilo (correlations-derived measurement model). Mihandzu leyi yelanaka ni swilo leswi khumbaka mahanyela lamanene leswi lavaka ku voniwa hi vukheta na yona ya vikiwa yi tlhela yi hlamuseriwa hi ku landza matirhelo ya bangi ya internet hi ku ya vatirhisi va yona. Mihandzu leyi yi ta tisa vutisi byintswha leswaku ku makiwa mintirho ya bangi ya internet leyi tivaka ku tsakisa mutirhisi leswaku ku engeteriwa ku tirhisiwa ka yona exikarhi ka mintlawa yo hambana, leswi na swona swi nga ta engetela vutivi ehenhleni ka Mikhuva ya Vatirhisi ni matirhiselo ya bangi ya internet.
Industrial and Organisational Psychology
Ph. D. (Industrial and Organisational Psychology)

Using 1980 - 2012 annual data, the study empirically investigates the dynamic relationship between financial development and economic growth in three developing countries (South Africa, Brazil and Kenya) and three developed countries (United States of America, United Kingdom and Australia). The study was motivated by the current debate regarding the role of financial development in the economic growth process, and their causal relationship. The debate centres on whether financial development impacts positively or negatively on economic growth and whether it Granger-causes economic growth or vice versa. To this end, two models have been used. In Model 1 the impact of bank- and market-based financial development on economic growth is examined, while in Model 2 it is the causality between the two that is explored. Using the autoregressive distributed lag (ARDL) bounds testing approach to cointegration and error-correction based causality test, the results were found to differ from country to country and over time. These results were also found to be sensitive to the financial development proxy used. Based on Model 1, the study found that the impact of bank-based financial development on economic growth is positive in South Africa and the USA, but negative in the U.K – and neither positive nor negative in Kenya. Elsewhere the results were inconclusive. Market-based financial development was found to impact positively in Kenya, USA and the UK but not in the remaining countries. Based on Model 2, the study found that bank-based financial development Granger-causes economic growth in the UK, while in Brazil they Granger-cause each other. However, in South Africa, Kenya and USA no causal relationship was found. In Australia the results were inconclusive. The study also found that in the short run, market-based financial development Granger-causes economic growth in the USA but that in South Africa and Brazil, the reverse applies. On the other hand bidirectional causality was found to prevail in Kenya in the same period.
Economics
DCOM (Economics)