A RESEARCH REPORT PRESENTED TO: THE UNIVERSITY OF THE WiTWATERSRAND BUSINESS SCHOOL. IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE MASTERS OF MANAGEMENT DEGREE IN HUMAN RESOURCES MANAGEMENT, UNIVERSITY OF THE WITWATERSRAND. / This study attempts to establish what bank treasury dealers are measured and rewarded on in general, and more specifically whether customer orientation factors are included as criteria of measurement and reward in the performance management process, Furthermore, this study attempts to establish the !evel of customer orientation in bank treasuries by utilising the Narver and Slater Marketing Orientation Scale (1990) and then makes a comparison between that level and the degree to which it is managed by the pertormance management process in terms of both recognition and reward. To achieve this, a study was undertaken in two commercial banks and one merchant bank with a sample size of 70. A trIangulated study was undertaken with the initial qualitative phase consisting of pilot interviews with three senior treasury managers, one from each bank, as well as an independent treasury consultant. Thereafter the quantitative study was undertaken utilising questionnaires distributed to each bank. The median, range and mean were utilised to determine whether or not customer orientation is included as a criteria of firstly, measurement and secondly reward in the performance management process. Thereafter, the ANOVA technique was used to determine the significance of the differences in the means. Sheffe's test of Multiple Palrwise Comparison of Means was then used to determine which means were different. The Spearman rank-order correlation was used to analyse the relationship between the level of customer orientation as per the Narver and Slater Market Orientation Scale (1990), against firstly what the respondents are measured on in their performance management process and secondly, what they are rewarded on. The findings generally indicate that some (but not all) of the customer orientation factors, are included in the performance rnanaqement process in South African bank treasuries to varying degrees. / Andrew Chakane 2019

M. Tech. Business Administration / Review of literature shows that traditional commercial banks in South Africa do not serve low-income earners, micro-entrepreneurs and the poor (collectively referred to as the unbanked population), mostly due to the high cost involved in rendering such services to the poor. South Africa's unbanked population is estimated to be more than 13-million people who have no access to either banking or insurance products. But it appears as if the big four banks have been slow to tap into this potential, preferring to battle for market share among existing customers, competing for a larger slice of an existing cake. At the same time, Capitec Bank is trying its best to fill the gap left open by the big four South African banks. The objective of this research is to explore the innovative banking services and products that have been developed by Capitec Bank with a view to be of service to the unbanked population of South Africa.

The Internet has had and will continue to have a major impact in the way in which banking business is conducted. This dissertation primarily considers the allocation of risks associated with Internet banking and in doing so considers the role of trade usage in Internet banking. The question of what the Internet is and more specifically what constitutes Internet banking is addressed. In order to have an understanding of the allocation of risks in Internet banking a good understanding of the traditional bank-customer relationship is necessary. The contractual basis for this relationship is discussed. The duties of the bank and the customer are discussed. In this regard the duty of a bank to act in terms of its customers mandate, the banks duty of confidentiality and the customers duty to exercise reasonable care are considered. The concept of a customer is briefly discussed. As trade usage plays a significant role in the contract between the bank and its customer, attention is given to the requirement for the recognition of a trade usage generally and more particularly in South Africa. The effect of Internet banking on the traditional bank-customer relationship is considered. The fact that a bank is still required to act in terms of its customer's mandate but is unable to identify is examined. As most Internet banking contracts impose an obligation on the customer to take security precautions and also limit the liability of banks, consideration is finally given to the possibility that the practices of banks in regard to Internet banking may have acquired the status of trade usage in this particular sphere of banking. / LL.M. (Banking Law)

A disponibilização de serviços bancários digitais é crescente, mediante a necessidade de acompanhar a evolução da tecnologia no setor de serviços. No entanto, para o sucesso das estratégias bancárias no fornecimento de serviços e produtos de forma digital, é primordial analisar a aceitação e adoção deste modelo de atendimento por parte de seus usuários. Sendo assim, esta dissertação avaliou a percepção de usuários em relação a adoção de serviços bancários digitais, por meio da investigação de um Modelo de Relacionamento Bancário Digital, proposto para o atendimento de cliente micro e pequenas empresas, selecionados pelo Banco Beta. Diante desta perspectiva, este estudo propôs como objetivo geral analisar as relações existentes entre fatores comportamentais, embasados por meio da teoria UTAUT (Teoria Unificada de Aceitação e Uso da Tecnologia), e fatores tecnológicos, contidos no modelo teórico de TTF (Modelo Ajuste da Tarefa-Tecnologia), como determinantes para a adoção de um modelo de relacionamento bancário digital. Os procedimentos metodológicos consistiram quanto a abordagem do problema, em uma pesquisa quantitativa, de caráter descritivo, adotando-se como estratégia para coleta de dados o método survey, com 156 respondentes. A análise dos dados foi realizada a partir da aplicação das técnicas de estatística multivariada, com a utilização da Modelagem de Equações Estruturais, com o propósito de analisar e compreender as relações propostas no modelo teórico da pesquisa. Para esta pesquisa foram propostos três modelos teóricos, investigando-se individualmente os modelos UTAUT e TTF e posteriormente a unificação dos modelos para uma visão integrada. Para o modelo teórico de TTF, os resultados apontam que as características da tarefa influenciam significativamente e positivamente as características da tecnologia; as características de tecnologia influenciam significativamente e positivamente o ajuste do modelo, o qual por sua vez influencia significativa e positivamente a intenção comportamental. Para o Modelo Teórico de UTUAT foram evidenciadas relações de influência significativas e positivas, da expectativa de desempenho para a intenção comportamental, da expectativa de esforço para antenção comportamental, do hábito para a intenção comportamental e do hábito para o comportamento de uso. Quanto ao Modelo Teórico integrado, as relações de influência significativas e positivas se confirmam da expectativa de desempenho para intenção comportamental, do hábito para a intenção comportamental, das características da tecnologia para o ajuste. Este estudo contribui para o entendimento das percepções de usuários, fornecendo evidências empíricas das relações comportamentais e tecnológicas como determinantes na adoção da tecnologia de serviços bancários digitais / Submitted by cmquadros@ucs.br (cmquadros@ucs.br) on 2018-02-15T12:56:36Z No. of bitstreams: 1 Dissertacao Taís Araldi Reichert.pdf: 2740581 bytes, checksum: f8e2ac966d25ff89d44d9dc1ab6212a3 (MD5) / Made available in DSpace on 2018-02-15T12:56:36Z (GMT). No. of bitstreams: 1 Dissertacao Taís Araldi Reichert.pdf: 2740581 bytes, checksum: f8e2ac966d25ff89d44d9dc1ab6212a3 (MD5) Previous issue date: 2018-02-15 / The availability of digital banking services is increasing, with the need to follow the evolution of technology in the service sector. However, for the success of banking strategies in the provision of services and products in digital form, it is essential to analyze the acceptance and adoption of this service model by its users. This dissertation evaluated the perception of users in relation to the adoption of digital banking services, through the investigation of a Digital Banking Relationship Model, offered to micro and small companies, which are customers of Banco Beta. In this perspective, this study proposed as a general objective to analyze the existing relations between behavioral factors, based on the UTAUT theory (Unified Theory of Acceptance and Use of Technology), and technological factors, contained in the theoretical model of TTF ( Task-Technology Model Fit), as determinants for the adoption of a model of digital banking relationship. The methodological procedures consisted of a quantitative research, of a descriptive character, adopting as strategy for data collection the survey method, with 156 respondents. Data analysis was performed using the multivariate statistical techniques, including the Structural Equation Modeling, with the purpose of analyzing and understanding the relationships proposed in the Theoretical Model of the research. For this research three theoretical models were proposed, investigating individually the UTAUT and TTF models and later the unification of both models as an integrated vision. For the theoretical model of TTF, the results show that the characteristics of the task influence significantly and positively the characteristics of the technology; the characteristics of technology significantly and positively influence the adjustment of the model, which in turn influences significantly and positively the behavioral intention. For the UTUAT Theoretical Model, significant and positive influence relationships were evidenced, from performance expectancy to behavioral intention, from expectation of effort to behavioral intention, from habit to behavioral intention and from habit to behavior of use. As for the Integrated Theoretical Model, the positive and significant influence relationships are confirmed from the performance expectancy for behavioral intention, from habit to behavioral intention, from the characteristics of the technology to the adjustment. This study contributes to the understanding of user perceptions, providing empirical evidence of behavioral and technological relations as determinants in the adoption of digital banking technology.

A disponibilização de serviços bancários digitais é crescente, mediante a necessidade de acompanhar a evolução da tecnologia no setor de serviços. No entanto, para o sucesso das estratégias bancárias no fornecimento de serviços e produtos de forma digital, é primordial analisar a aceitação e adoção deste modelo de atendimento por parte de seus usuários. Sendo assim, esta dissertação avaliou a percepção de usuários em relação a adoção de serviços bancários digitais, por meio da investigação de um Modelo de Relacionamento Bancário Digital, proposto para o atendimento de cliente micro e pequenas empresas, selecionados pelo Banco Beta. Diante desta perspectiva, este estudo propôs como objetivo geral analisar as relações existentes entre fatores comportamentais, embasados por meio da teoria UTAUT (Teoria Unificada de Aceitação e Uso da Tecnologia), e fatores tecnológicos, contidos no modelo teórico de TTF (Modelo Ajuste da Tarefa-Tecnologia), como determinantes para a adoção de um modelo de relacionamento bancário digital. Os procedimentos metodológicos consistiram quanto a abordagem do problema, em uma pesquisa quantitativa, de caráter descritivo, adotando-se como estratégia para coleta de dados o método survey, com 156 respondentes. A análise dos dados foi realizada a partir da aplicação das técnicas de estatística multivariada, com a utilização da Modelagem de Equações Estruturais, com o propósito de analisar e compreender as relações propostas no modelo teórico da pesquisa. Para esta pesquisa foram propostos três modelos teóricos, investigando-se individualmente os modelos UTAUT e TTF e posteriormente a unificação dos modelos para uma visão integrada. Para o modelo teórico de TTF, os resultados apontam que as características da tarefa influenciam significativamente e positivamente as características da tecnologia; as características de tecnologia influenciam significativamente e positivamente o ajuste do modelo, o qual por sua vez influencia significativa e positivamente a intenção comportamental. Para o Modelo Teórico de UTUAT foram evidenciadas relações de influência significativas e positivas, da expectativa de desempenho para a intenção comportamental, da expectativa de esforço para antenção comportamental, do hábito para a intenção comportamental e do hábito para o comportamento de uso. Quanto ao Modelo Teórico integrado, as relações de influência significativas e positivas se confirmam da expectativa de desempenho para intenção comportamental, do hábito para a intenção comportamental, das características da tecnologia para o ajuste. Este estudo contribui para o entendimento das percepções de usuários, fornecendo evidências empíricas das relações comportamentais e tecnológicas como determinantes na adoção da tecnologia de serviços bancários digitais / The availability of digital banking services is increasing, with the need to follow the evolution of technology in the service sector. However, for the success of banking strategies in the provision of services and products in digital form, it is essential to analyze the acceptance and adoption of this service model by its users. This dissertation evaluated the perception of users in relation to the adoption of digital banking services, through the investigation of a Digital Banking Relationship Model, offered to micro and small companies, which are customers of Banco Beta. In this perspective, this study proposed as a general objective to analyze the existing relations between behavioral factors, based on the UTAUT theory (Unified Theory of Acceptance and Use of Technology), and technological factors, contained in the theoretical model of TTF ( Task-Technology Model Fit), as determinants for the adoption of a model of digital banking relationship. The methodological procedures consisted of a quantitative research, of a descriptive character, adopting as strategy for data collection the survey method, with 156 respondents. Data analysis was performed using the multivariate statistical techniques, including the Structural Equation Modeling, with the purpose of analyzing and understanding the relationships proposed in the Theoretical Model of the research. For this research three theoretical models were proposed, investigating individually the UTAUT and TTF models and later the unification of both models as an integrated vision. For the theoretical model of TTF, the results show that the characteristics of the task influence significantly and positively the characteristics of the technology; the characteristics of technology significantly and positively influence the adjustment of the model, which in turn influences significantly and positively the behavioral intention. For the UTUAT Theoretical Model, significant and positive influence relationships were evidenced, from performance expectancy to behavioral intention, from expectation of effort to behavioral intention, from habit to behavioral intention and from habit to behavior of use. As for the Integrated Theoretical Model, the positive and significant influence relationships are confirmed from the performance expectancy for behavioral intention, from habit to behavioral intention, from the characteristics of the technology to the adjustment. This study contributes to the understanding of user perceptions, providing empirical evidence of behavioral and technological relations as determinants in the adoption of digital banking technology.

The business environment and the economy of the society today are continuously witnessing the impact of globalisation. Telecommunication advancement and transportation has greatly made the impact of globalisation to be felt. Globalisation though argued to have its merits and its demerits have resulted in fierce competition amongst businesses. The banking industry is not isolated from these competitions. Any business wishing to survive and stay profitable in the recent world must be able to compete in the global economy. Hence, for any bank to sustain itself and remain profitable it must be able to withstand the competition in the environment it operates. To be able to compete in the banking industry means delivering better services to customers than competitors. This study presents how the South African banks can satisfy their customers and remain profitable in the face of competition. The South African banking industry consists of local and foreign banks and these banks compete for customers in the environment in which they are located. Increase in different branches by different banks has made the competition even fierce. In other to suggest recommendations for the South African banks to satisfy their customers and become profitable, the researcher identified some problem areas that need to be improved upon. These include customer loyalty, relationship banking and electronic banking. These variables were researched to understand how they affect the banks and the customers and where tested using both a qualitative and a quantitative analysis to ascertain if the customers were satisfied with the banks‟ approach of managing these variables. The results indicated that the customers were satisfied to a lesser extent. Any bank wishing to satisfy its customers and remain profitable in other to compete in the industry needs to satisfy the customer to a large extent. Therefore, recommendations where suggested based on the empirical results to help improve the banking industry‟s ways of attracting and retaining customers. The former will lead to customer satisfaction which again will lead to increased profitability.

The banking sector plays an important role in the economy of any country across the world. The recent financial crisis shows how much of the world’s economy is influenced by the banking sector. There are different roles that banks play in contributing to the operation and growth of an economy. Their role spreads from that of intermediary to that of provider of payment clearing services. Banks are an important and integral part of any economy. According to a study by Greenberg & Simbanegavi (2009), the South African banking sector is fertile ground for high levels of competition amongst its players. This competition is important for the proper working of the modern economy. According to Van Leuvensteijn et al. (2008), because banks act as the main vehicle for monetary policy, reduced competition in the banking sector can hinder the efficiency of monetary policy. As a result of the competition in the banking sector, customer retention is a key component of banks’ strategies in today’s market. The main aim of the study was to investigate factors affecting customer retention at Nedbank South Africa. The study focused on the institutional causes of bank customer defection and sought to investigate the effects of three factors (Customer service quality, Satisfaction with product, and Switching costs) on Customer Retention. This study showed the importance of customer retention and more importantly how the mentioned three factors affect customer retention at Nedbank South Africa. One of the highlights that came out of this research was that 50 perscent of the respondents were either considering closing their account or were likely to close their account within the next 12 months. In conclusion, these three factors were found to be important in the customer retention strategy of the bank. Recommendations were presented by the author on how to integrate the factors into a retention framework that can contribute to the profitability of the bank. Areas of future research that can be helpful to the bank were also highlighted by the author.

In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee satisfaction), the customer interaction behaviors that those attitudes lead to (customer service quality), and the attitudes that those behaviors generate in the customer (customer satisfaction) has become an increasingly important area of investigation. The goal of this research is to analyze the relationships that exist between these three variables: employee satisfaction, customer service quality, and customer satisfaction in a mid-sized retail bank. Data from three separate surveys collected during the same time period in 137 branches of a regional bank are analyzed using multiple regression analysis to determine whether relationships and interactions exist at a banking center level. While results of the analyses did not show a significant relationship between the variables, issues relevant to this determination are discussed and conclusions drawn regarding the nature of these constructs.

Despite the widespread adoption of Internet banking, no guidelines exist on what functionality the techno-savvy Generation-Y customer segment (20–37 years) expects from Internet banking websites. This research investigated the functionality that South African Generation-Y customers require from this transacting platform. A user-centred design philosophy with a mixed method research design was used. The technological characteristics of Generation-Y, abstracted from the literature, were aligned with functionality trends of future Internet banking websites to formulate an initial list of Internet banking functionality guidelines. These were evaluated using a survey and interviews, and were also used in a heuristic evaluation of the Internet banking platforms of five South African banks. The findings were integrated to synthesise functionality guidelines. A visual representation of these guidelines was constructed as wireframes for evaluation by Generation-Y users. This study makes a contribution by providing a validated list of Internet banking functionality guidelines for Generation-Y banking customers. / College of Engineering, Science & Technology / M. Tech. (Information Technology)

Thesis (MComm)--Stellenbosch University, 2014. / ENGLISH ABSTRACT: In the financial service sector, specifically the banking sector, the competition for market share has become fierce. South Africas‟ Big Four banks (Absa, FNB, Standard Bank and Nedbank) are currently threatened by Capitec‟s simplified business strategy. Capitec is not just retaining customers, but also attracting new-to-bank customers and customers from other banks. Capitec‟s strategy has led to an increase in competitive rivalry among the banks. The Big Four banks are struggling to retaliate against Capitec‟s innovation, creating a situation where only the strongest will survive. The reason for this competition is Capitec‟s move to target the higher-income market, since they are changing the profile of their original customer base. On the other hand, Absa is counter-attacking by targeting Capitec‟s primary market that consists of lower-income groups. Both Capitec and Absa are initiating vertical service line extensions (VSLE). The difference between the two banks‟ strategies is the direction of the vertical extension, where Capitec is utilising an upward VSLE, and Absa is utilising a downward VSLE. Not enough attention has been given to service line extensions compared to extensions of tangible products. In this study the focus is on vertical line extensions within the service sector and more specifically the banking sector. The primary objective is to investigate the influence attitudes towards a vertical service line extension (VSLE) have on current customers‟ perceived brand image. Furthermore, the difference between customers‟ attitudes towards a bank pursuing an upward vertical service line extension and one pursuing a downward vertical service line extension, is investigated. The secondary objectives of the study are to assess whether or not (1) perceived quality influence customers‟ attitudes towards a VSLE; (2) perceived status fit influence customers‟ attitudes towards a VSLE; (3) customers‟ perceived fit between their self-image and the communication, influence attitudes towards a VSLE; (4) attitudes towards a VSLE influence brand image; (5) there is a difference between customers‟ brand image, perceived quality, perceived fit, and self-brand communication fit of a bank that introduced an upward extension and one that introduced a downward extension. In the case of an upward VSLE (Capitec), the results suggest that perceived quality was the only variable that significantly influenced attitudes towards the VLSE. On the other hand, in the case of a downward VSLE (Absa), perceived quality and communication fit significantly influenced attitudes towards a VSLE. Furthermore, attitudes towards the VSLE did significantly influence brand image in both an upward and downward extension. Perceived status fit was the only variable that did not significantly influence attitudes towards a VSLE in both an upward and a downward extension. It emerged that the attitudes of customers from a bank initiating an upward extension (Capitec) differ from customers from a bank initiating a downward extension (Absa). Capitec and Absa customers differ in their evaluation of perceived quality, status fit, communication fit and brand image. The greatest difference among the two customer groups were caused by communication fit and perceived brand image. In this study Capitec customers evaluated their bank more favourably than Absa customers did. This result can be attributed to the direction of the extension and customers feelings towards it. It was advised that managers should thoroughly investigate the benefits and risks in implementing an upward or downward VSLE, since this study concludes that in either case brand image will be influenced. / AFRIKAANSE OPSOMMING: In die Suid-Afrikaanse mark het die kompitiese tussen banke geweldig gestyg soos die banke meeding om mark aandeel. Die Groot Vier banke (Absa, FNB, Standard Bank en Nedbank) word tans uitgedaag deur Capitec se eenvoudige dienslewering strategieë. Capitec is besig om dienste te lewer aan hul huidige kliënte, asook die gedeelte in die mark wat nog nooit voorheen van bankdiense gebruik gemaak het nie. Verder, is Capitec besig om kliënte van ander banke af te rokkel. Die Groot Vier sukkel om mee te ding met Capitec se innovasie rondom algemene bankdienste. Dus, word daar nou 'n situasie in die finansiële sektor geskep waar net die sterkstes sal oorleef. Die rede vir hierdie mededinging in die mark is as gevolg van Capitec se beweging na 'n hoër-inkomste mark. Die oorspronklike kliënte-profiel van Capitec word nou op ʼn prominente wyse verander. Absa, daarteenoor is besig om Capitec teë te werk deurdat hul laer-inkomste markte infiltreer. In beide gevalle is Capitec en Absa besig om 'n "vertical service line extension (VSLE" te implementeer. Die verskil tussen die twee banke is die rigting van die VSLE, waar Capitec 'n opwaartse VSLE implementeer het en Absa 'n afwaardse VSLE implementeer het. In die huidige literatuur word daar nie genoeg aandag gegee aan "service line extension" in vergelyking met "product line extensions" nie. Dus, die fokus van hierdie studie is op VSLE in die bankdienste sektor. Die primêre doelwit is om te bepaal of huidige kliënte se houdings teenoor die VSLE 'n beduidende invloed het op die handelsmerk. Verder, is ondersoek ingestel om te bepaal of daar 'n verskil is tussen 'n bank se kliënte wat 'n opwaartse VSLE implementeer en een wat 'n afwaartse VSLE implementeer. Die sekondêre doelwitte was om vas te stel of (1) kliënte se gehalte persepsie 'n effek het op hul houding teenoor 'n VSLE; (2) status ooreenstemming 'n effek het op kliënte se houding teenoor 'n VSLE; (3) ooreenstemming tussen kliënte se self-persepsie en die bank se kommunikasie 'n effek het op hul houding teenoor die VSLE; (4) kliënte se houding teenoor die VSLE 'n effek het op die handelsmerk; (5) daar 'n verskil is tussen kliënte van 'n bank wat 'n opwaarse VSLE implementeer en een wat 'n afwaarste VSLE implementeer interme van, gehalte persepsie, status ooreenstemming en hul ooreenstemming tussen self-persepsie en kommunikasie. In die geval van 'n opwaartse VSLE (Capitec) is dit bevind dat net kliënte se gehalte persepsie 'n beduidende invloed het op hul houdings teenoor die VSLE. In die geval van 'n afwaartse VSLE (Absa) is daar bevind dat kliënte se gehalte persepsie en kommunikasie „n beduidene invloed het op hul houdings teenoor die VSLE. In beide 'n opwaarste en afwaarste VSLE het kliënte se houdings teenoor die VSLE „n beduidende effek op die handelsmerkbeeld gehad. Status ooreenstemming tussen die huidige kliëntebasis en die kliëntebasis wat bereik wil word deur die VSLE, het geen effek gehad op kliënte se houding teenoor die VSLE nie. Verder, was dit bevind dat kliënte wat betrokke is by 'n bank wat 'n opwaarste VSLE implementeer (Capitec) verskil van die kliënte wat betrokke is by 'n bank wat 'n afwaarste VSLE implementeer (Absa). Capitec en Absa kliënte verskil in hul evaluasie van die betrokke bank se gehalte persepsie, status ooreenstemming, kommunikasie en handelsmerk evaluasie. Die grootste verskil tussen die twee steekproewe is by kommunikasie evaluasie en handelsmerk evaluasie. Daar is onder andere bevind dat Capitec kliënte hul bank beter evalueer as Absa kliënte. Hierdie bevinding kan verduidelik word deur die rigting van die twee banke se VSLE. Die gevolgtrekking is dat handelsmerkbeeld, ongeag die rigitng van die VSLE, beïnvloed word deur huidige kliënte se houdings teenoor die VSLE. Dus, moet bestuurders al die voordele en nadele in verband met 'n VSLE opgeweeg voordat 'n VSLE strategie geïmplemteer word.