Background: The society has changed and become increasingly characterized by technology-facilitated interactions. Companies are starting to make use of self-service. technologies (SSTs), instead of interpersonal encounters during service deliveries. Customers’ usage of SSTs has been examined in previous research. However, previous studies have ignored the fact that different types of SSTs have different factors that influence customer's experience and decision to use them, increasing the relevance of examining one specific SST, namely private SST to achieve more accurate results regarding what specific factors that influences customer decision to use this type of SST. The reason for choosing private SSTs is not only because it is the most recent type of SST, it is also the type of SST that develops continuously with the increased use of the Internet and the World Wide Web. Purpose: The purpose of this research is to identify the most important factors influencing customers to use private SST. Research Questions:- What value judgement influences customers to use private SSTs the most? - What factors influences customers’ value judgements? Methodology: This research takes on a quantitative approach with an explanatory research design. The chosen data collection method is performed through one independent survey. Conclusion: Hedonic and utilitarian value judgements have a positive relationship towards customer's decision to use private SSTs. The utilitarian value judgements have a greater impact on customer's decision to make use of private SSTs, in comparison to the hedonic value judgements. However, hedonic value judgements can still be considered as an important factor in influencing customer's decision to use private SSTs, as the hedonic value judgements still have a relatively strong impact on customer's decision to use private SSTs.

In South Africa household debt has increased rapidly over the past few years, therefore illustrating the importance of analysing liability usage behaviour of individual members within the household. In order to comprehend the behaviour of South Africans regarding liability usages, this study provides insight into why individuals find it necessary to obtain liability products as well as to indicate whether liability products are used to address the financial needs for the purpose it was developed for. To achieve the aim of this study, it was firstly necessary to develop a theoretical framework for the process of selecting credit products when satisfying financial needs. Secondly, the characteristics and intended usage purposes of different credit products available in South Africa were discussed and a debt classification framework was developed. Finally, data obtained from the Finscope South Africa survey was analysed according to the developed frameworks following a combination of two approaches. Firstly, a qualitative approach was used to identify the different financial needs which are satisfied when using liabilities. The financial needs identified were classified according to Alderfer’s existence relatedness growth (ERG) theory and the factors that have an influence on liability usage. Secondly, a quantitative approach was followed to indicate which financial needs are fulfilled when using different credit products. The results of this study suggest that individuals do not use liabilities only for the purpose what the products were originally developed for. The findings clearly indicated that individuals mainly use liabilities to satisfy basic needs which are classified as existence needs according to Alderfer’s ERG theory. Based on the data analysis a variety of factors such as access to credit and certain demographic characteristics have an influence on liability usage behaviour of individuals. The results further show that individuals mainly use informal, unsecured, short-term loans when satisfying their financial needs which might indicate that South Africans are unable to access formal credit products. / Financial Accounting / M. Phil. (Accounting Science)

In South Africa household debt has increased rapidly over the past few years, therefore illustrating the importance of analysing liability usage behaviour of individual members within the household. In order to comprehend the behaviour of South Africans regarding liability usages, this study provides insight into why individuals find it necessary to obtain liability products as well as to indicate whether liability products are used to address the financial needs for the purpose it was developed for. To achieve the aim of this study, it was firstly necessary to develop a theoretical framework for the process of selecting credit products when satisfying financial needs. Secondly, the characteristics and intended usage purposes of different credit products available in South Africa were discussed and a debt classification framework was developed. Finally, data obtained from the Finscope South Africa survey was analysed according to the developed frameworks following a combination of two approaches. Firstly, a qualitative approach was used to identify the different financial needs which are satisfied when using liabilities. The financial needs identified were classified according to Alderfer’s existence relatedness growth (ERG) theory and the factors that have an influence on liability usage. Secondly, a quantitative approach was followed to indicate which financial needs are fulfilled when using different credit products. The results of this study suggest that individuals do not use liabilities only for the purpose what the products were originally developed for. The findings clearly indicated that individuals mainly use liabilities to satisfy basic needs which are classified as existence needs according to Alderfer’s ERG theory. Based on the data analysis a variety of factors such as access to credit and certain demographic characteristics have an influence on liability usage behaviour of individuals. The results further show that individuals mainly use informal, unsecured, short-term loans when satisfying their financial needs which might indicate that South Africans are unable to access formal credit products. / Financial Accounting / M. Phil. (Accounting Science)