Abstract in English and Afrikaans / The main thrust of the thesis is an empirical analysis of the problems experienced by unbanked seniors to conduct digital banking. Population ageing is a worldwide phenomenon and seniors’ numbers are projected to grow to beyond 1 billion people globally by this year (2020). Currently, seniors and other banking customers are surrounded by various forms of e-banking technologies. E-banking is further envisaged to be the catalyst of the financial inclusion of the unbanked people of all ages. However, the problem is that customers’ adoption of e-banking is a challenge for the banks. Seniors are particularly not willing to use e-banking. Thus, seniors stay digitally unbanked and this makes their inclusion into the financial marketplace a priority. How the banks could use e-banking to bank digitally unbanked seniors and, as a consequence improve financial inclusion, is the problem the study set out to resolve. Therefore, an empirical analysis of the problems experienced by unbanked seniors to conduct digital banking was conducted and, as a result, an empirical framework of how the banks can extend these services to this population segment was developed. An original theoretical framework primarily founded on the TAM and Baroudi’s customers’ technology design involvement theory was proposed. Structural Equation Modelling (SEM) with latent constructs was utilised. The measurement model was first estimated and then covariance matrix between variables served as input to estimate the structural coefficients between constructs. The study’s data was collected by means of a structured questionnaire survey, utilising a probability sampling method with a sample of 420 digitally unbanked seniors. A focus group with banking industry experts was also held to consider the findings. The study’s findings empirically verified the study’s model’s strength in determining digitally unbanked seniors’ willingness to use e-banking. Latent constructs under consideration included customer co-creation, awareness and empowerment, design, perceived ease of use, usefulness, cost, attitude, privacy and security, and trust. The findings demonstrate that design, attitude, privacy and security are statistically significant determinants of digitally unbanked seniors’ willingness to use e-banking. Managerial implications and recommendations are provided in the recommendations chapter. / Die hoofbetoog van die tesis is ’n empiriese ontleding van die probleme wat ervaar word deur ongebankte pensionarisse om hulle banksake digitaal te doen. Bevolkingsveroudering is ’n wêreldwye verskynsel en daar is voorspel dat die getal pensionarisse teen vanjaar (2020) 1 miljard mense wêreldwyd sou verbysteek. Tans is daar ’n groot verskeidenheid elektroniese bankdienste beskikbaar wat pensionarisse en ander bankkliënte kan gebruik om hulle banksake te doen. Daar word ook verwag dat elektroniese bankwese die katalisator sal wees van die finansiële insluiting van ongebankte mense van alle ouderdomme. Die probleem is egter dat die aanname van elektroniese bankwese deur kliënte ’n uitdaging vir banke is. Pensionarisse is veral nie gewillig om elektroniese bankdienste te gebruik nie, en hulle bly dus ongebank. Dit veroorsaak dat hulle insluiting in die finansiële mark ’n prioriteit is. Die probleem wat hierdie studie wil oplos is hoe die banke elektroniese bankwese kan gebruik om digitaal ongebankte pensionarisse te kry om bankdienste te gebruik. Dus is ’n empiriese ontleding uitgevoer van die probleme wat ongebankte pensionarisse ervaar om hulle banksake digitaal te doen. Gevolglik is ’n empiriese raamwerk ontwikkel van hoe die banke hulle dienste na hierdie bevolkingsegment kan uitbrei. ’n Oorspronklike, teoretiese raamwerk, wat hoofsaaklik gegrond is op die kliëntetegnologieontwerp-betrokkenheidsteorie van TAM en Baroudi, is voorgestel. Strukturele gelykstellingsmodellering (SEM) met lantente konstruksie is aangewend. Die metingsmodel is eers bereken en die kovariansiematriks tussen veranderlikes het gedien as inset om die strukturele koëffisiënte tussen konstrukte te bereken. Die studie se data is ingesamel deur middel van ’n gestruktureerde vraelysopname, met ’n waarskynlikheidsteekproefneming van 420 digitaal ongebankte pensionarisse. Daar is ook ’n fokusgroep met kundiges in die bankwese gehou om die bevindings te oorweeg. Die studie se bevindings het die studiemodel se vermoë om die gewilligheid te bepaal van digitaal ongebankte pensionarisse om elektroniese bankdienste te gebruik empiries bevestig. Latente konstrukte onder oorweging het medeskepping van kliënte, bewustheid en bemagtiging, ontwerp, waargenome gebruiksgemak, bruikbaarheid, koste, houding, privaatheid en sekuriteit, en vertroue ingesluit. Die bevindings demonstreer dat ontwerp, houding, privaatheid en sekuriteit statisties beduidende determinante is van digitaal ongebankte pensionarisse se gewilligheid om elektroniese bankdienste te gebruik. Bestuursimplikasies en aanbevelings word voorsien in die aanbevelingshoofstuk. / Business Management / D. B. L. (Marketing)

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)