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The Changing Landscape of Financial Services in Manitoba: A Location Analysis of Payday Lenders, Banks and Credit Unions ABSTRACT This study traces the emergence and expansion of payday lending outlets in Winnipeg and the rural Manitoba communities of Brandon, Portage la Prairie, Thompson and Dauphin during the period 1980-2009, in order to look for shifts over time in the site location strategies of payday lenders relative to mainstream banks. Location analysis, in the context of financial exclusion theory, is used to examine the spatial void hypothesis that mainstream banks have played a role in the rise of payday lending in poor neighbourhoods where traditional bank branches are absent or under-represented. It also considers evidence for the spatial complement hypothesis that payday lenders are not geographic substitutes for mainstream banks but are instead spatial complements, serving different segments of shared markets. Results of the goodness-of-fit test and location analysis based on population data suggest that the payday lending industry in Manitoba is not exclusively located in lower income neighbourhoods or solely located in areas where there is an absence or reduced presence of bank and credit union branches. Moreover, newer, suburban and rural payday lender outlets are almost always located next to mainstream banks and credit unions. The exception would be Winnipeg’s inner-city, where payday lenders are more densely located and where mainstream banks have gradually retreated. While multi-service establishments are shown to have first gained a foothold in poor neighbourhoods as cheque-cashers, this study examines the extent to which a focus on payday loans as the lead product has been accompanied by a shift to middle-income, suburban neighbourhoods and rural communities over the study period. The results of descriptive and OLS multivariate regression analyses provide further evidence of the changing relationship of location patterns of payday lenders to neighborhood characteristics, including mainstream bank presence, income level, poverty status, population density, age, education, family type and ethnicity. The implications these findings have for ongoing policy discussions about the status of the payday loan industry in Canada are discussed. JEL Classification code: G21 - Banks; Other Depository Institutions; Microfinance Institutions; Mortgages

The Changing Landscape of Financial Services in Manitoba: A Location Analysis of Payday Lenders, Banks and Credit Unions ABSTRACT This study traces the emergence and expansion of payday lending outlets in Winnipeg and the rural Manitoba communities of Brandon, Portage la Prairie, Thompson and Dauphin during the period 1980-2009, in order to look for shifts over time in the site location strategies of payday lenders relative to mainstream banks. Location analysis, in the context of financial exclusion theory, is used to examine the spatial void hypothesis that mainstream banks have played a role in the rise of payday lending in poor neighbourhoods where traditional bank branches are absent or under-represented. It also considers evidence for the spatial complement hypothesis that payday lenders are not geographic substitutes for mainstream banks but are instead spatial complements, serving different segments of shared markets. Results of the goodness-of-fit test and location analysis based on population data suggest that the payday lending industry in Manitoba is not exclusively located in lower income neighbourhoods or solely located in areas where there is an absence or reduced presence of bank and credit union branches. Moreover, newer, suburban and rural payday lender outlets are almost always located next to mainstream banks and credit unions. The exception would be Winnipeg’s inner-city, where payday lenders are more densely located and where mainstream banks have gradually retreated. While multi-service establishments are shown to have first gained a foothold in poor neighbourhoods as cheque-cashers, this study examines the extent to which a focus on payday loans as the lead product has been accompanied by a shift to middle-income, suburban neighbourhoods and rural communities over the study period. The results of descriptive and OLS multivariate regression analyses provide further evidence of the changing relationship of location patterns of payday lenders to neighborhood characteristics, including mainstream bank presence, income level, poverty status, population density, age, education, family type and ethnicity. The implications these findings have for ongoing policy discussions about the status of the payday loan industry in Canada are discussed. JEL Classification code: G21 - Banks; Other Depository Institutions; Microfinance Institutions; Mortgages

Submitted by FRANÇOISE WILHELM FONTENELE E VASCONCELOS PACHECO null (bragafontenele@yahoo.com.br) on 2016-05-10T12:36:04Z No. of bitstreams: 1 TESE FINAL - FRANÇOISE FONTENELE - 2016.pdf: 9576585 bytes, checksum: f8be0de87259129b0cfb98f3dd319f19 (MD5) / Approved for entry into archive by Felipe Augusto Arakaki (arakaki@reitoria.unesp.br) on 2016-05-13T11:47:19Z (GMT) No. of bitstreams: 1 pacheco_fwfv_dr_rcla.pdf: 9576585 bytes, checksum: f8be0de87259129b0cfb98f3dd319f19 (MD5) / Made available in DSpace on 2016-05-13T11:47:19Z (GMT). No. of bitstreams: 1 pacheco_fwfv_dr_rcla.pdf: 9576585 bytes, checksum: f8be0de87259129b0cfb98f3dd319f19 (MD5) Previous issue date: 2016-02-19 / Os Bancos Comunitários de Desenvolvimento são uma alternativa para a exclusão financeira, além de funcionarem como agentes impulsionadores do crescimento de pequenos territórios, quando devidamente configurados e entendidos dentro da perspectiva da Economia Solidária. No Brasil, a exclusão financeira ainda esta presente na forma de “sub bancarização”, principalmente nos pequenos municípios. Entre os prejuízos dessa, a falta de acesso ao crédito e aos demais serviços financeiros, provoca muitas vezes uma migração da renda dos municípios desprovidos desses serviços para outros, que os possuam. Isso provoca a diminuição da circulação de dinheiro nos municípios “sub bancarizados” e compromete o comércio local. O município de São João do Arraial-PI tem em 2007 a implantação do Banco Comunitário dos Cocais, uma ação mediada pela ação política local e apoiada pela maioria da população. A atuação do Banco no município proporcionou ganhos relativos ao alcance de serviços financeiros e acesso ao crédito solidário de “consumo”, por meio da moeda social “Cocal”, possibilitando maior circulação do dinheiro no município. Assim, este trabalho objetiva identificar as representações sociais construídas pela população e representantes de empreendimentos locais de São João do Arraial-PI, acerca da atuação do Banco dos Cocais no município, bem como a inserção deste por meio da moeda social “Cocal”. Para tal, fez-se pesquisa analítica-descritiva, utilizando-se de formulários, com os quais entrevistou-se 99 representantes de empreendimentos locais e 326 sujeitos constituintes da população. Para o estudo das representações sociais utilizou-se da análise de conteúdo (BARDIN, 2011) e da estatística com o auxílio do programa Statistical Package for the Social Sciences - SPSS. A construção territorial do município foi realizada por meio de pesquisa em documentos e entrevistas com moradores antigos. O trabalho mostrou que o Banco dos Cocais tem sua representação social fortemente ancorada na imagem de um correspondente bancário, muitas vezes sendo solicitado a agir como tal. A figura do Banco está mais representada na expectativa de benefícios individuais, em detrimento dos coletivos, o que prejudica a construção do território solidário. Este, por sua vez, ocupa uma dimensão espacial efetiva, em termos numéricos, mas ainda insuficiente em termos qualitativos, no sentido da compreensão do ideal de um Banco Comunitário. / The development of community banks are an alternative to financial exclusion fleeing the bank traditional model of the National Financial System (SFN), boosters and agents growth of small territories, when properly configured and understood from the perspective of Solidarity Economy. In Brazil, financial exclusion is still present in the form of "sub banking", especially in small municipalities. Among the losses that the lack of access to credit and other financial services, often causes a migration of the income of municipalities deprived of financial institutions for others that have, causing poor circulation of money in the city and committing local businesses . The municipality of São João do Arraial-PI has in 2007 the implementation of the Community Bank of Cocais, an action mediated by the local political action and supported by the majority of the population. The activities of the Bank in the city provided gains for the achievement of financial services and access to mutual credit, offered in form of "consumption" through social currency "Cocal", allowing greater circulation of money in the city. This work identified the social representations built by the population and representatives of local enterprises of São João do Arraial-PI, about the role of the Bank of Cocais in the municipality as well as the insertion of this through social currency "Cocal". The research is analytical and descriptive, and used forms, with whom was interviewed 99 representatives of local enterprises and 326 subjects constituents of the population. For the study of social representations we used content analysis (Bardin, 2011) and statistics with the help of Statistical Package for Social Sciences - SPSS. The territorial construction of the city was carried out through research on documents and interviews with former residents. The work showed that the Bank of Cocais has its strongly anchored social representation in the image of a correspondent bank, often being asked to act like it. The figure of the Bank is more represented in anticipation of individual benefits, the collectives. The social currency is accepted by all municipal trader, and only 7 people in the population do not use it. Thus having a penetration of 100% in the municipality, but keeping restrictions on its use, by some.

This thesis examines the regulation and development of the moneylending and pawnbroking markets in Britain since the 1870s. The six regulatory episodes examined illustrate how the role of state intervention in these markets has been debated, and how it has evolved. The thesis asks: what were the motivations for reform, which market features were regulators most concerned with, and what were their proposed solutions? It demonstrates how majority and minority viewpoints have informed regulation and documents the often-conflicting expectations of how regulation was meant to influence lending decisions, borrower outcomes and poverty. By identifying the primary motivating factors behind regulation, the study answers why and how some policymakers sought to restrict low-income borrowers from gaining access to credit. It finds that policymakers have shifted their focus from market competition and freedom of consumer choice towards financial inclusion and poverty reduction. The result is a better understanding of the regulation and development of two credit products that were, and remain, vital to the working class. This research shows that the motivations for reform have varied over time. In 1872, 1900, 1927, 2006 and after the Great Recession, policymakers sought to restrict ‘illegitimate, evil and predatory’ small loan lenders, who were accused of exacerbating the conditions of the poor. In 1974, policymakers sought enhanced regulation such as information disclosure to increase market competition and decrease the cost of borrowing. In 2014, the FCA believed that the payday loan market still lacked price competition and implemented price controls as a corrective measure. Less varied were the issues of concern and proposed solutions. This research identifies five main areas of regulatory concern: the high cost of loans, advertising, the use of an annual percentage rate (APR), the legitimacy of moneylenders and pawnbrokers in the financial system and regulatory enforcement. It identifies three main policy responses: price controls, information disclosure and licensing. By analysing the motivations, debated issues and proposed solutions, this research examines wider questions concerning freedom of contract, borrower rationality, bargaining inequity, market segmentation and credit rationing. It contributes to the scholarly and policy dialogue on price controls, information disclosure and the development of non-bank lending. This research also provides new perspectives on the Victorian poverty debate and the modern financial inclusion agenda as they relate to the interaction between regulation, high-cost credit and poverty.

This thesis is a critical, exploratory analysis of the impacts to the banking industry in South Africa, in light of the wave of technological change and emergence, termed in popular discourse as the Fourth Industrial Revolution or 4IR. The 4IR has been argued to offer the transformative potential to change and disrupt current societal organization and provide opportunities for developing countries such as South Africa to “leapfrog” into development. Many argue that as technology advances and progresses, it can be used to address socio-economic, developmental challenges and deliver services. In the banking sector, particularly in the context of developing countries, as large portions of the population remain excluded from formal financial services, digital banking methods premised on the technologies of the 4IR have emerged as potential “solutions”. What is often understated, however, that this study highlights, is that such technological advancements hold challenges. Moreover, as they are presented as solutions to the socioeconomic difficulties of developing countries, like financial exclusion, it is important that this is understood contextually, and critically and such challenges are presented. Through primarily qualitative case studies of two banks, Standard Bank and TymeBank, the study aimed to uncover the processes of digitisation occurring as well as the social processes that underlie them. Findings show that indeed, tangible examples of “4IR”/digitisation are identified at the two banks through technical application of emerging technologies, such as cloud computing and machine learning. However, more concerning are the social processes and strategic decisions that result in and out of their adoption. The 4IR in the context of this study appears to replicate ongoing social and economic inequalities, through inadequate digital infrastructures, and omni-present interests of neoliberalism presenting as digital capitalism. Additionally, carrying concern of adverse effects to the employment and labour landscape, the 4IR is deconstructed for its rhetorical meaning which contrasts with the reality. Hegemonic representations of a 4IR and its proposed ‘transformative benefits' do not correspond with actual phenomena and risk the neglecting of fundamental social challenges that are deepened by and new ones emerging out of digitisation.

Yes / Bank branching plays a significant role in a wide range of economic activities. Existing studies on determinants of bank branching activities largely focus on developed countries, studies devoted to developing countries are scant. We present the first study that examines the determinants of bank branching activities in one of the largest developing country India. We employ a unique longitudinal data to study the determinants of bank branch location in India. This data is collected at the state level covering 25 Indian states for the period 2006 to 2017. We employ Poisson regression that are better suited for modelling counted dependent variable. First, region and bank specific factors such as size of population and bank deposits influence location of bank branches. Second, the relationship between these factors and branch locations is heterogeneous across different types of banks and across states with different business environments. First, from the view of banks, considering the factors of branch location are crucial in order to set out branching strategy. Irrespective of policy measures aimed at promoting financial inclusion in India, we show that banks consider economic activities in the region in locating their branches. Second, from the view of policy makers and regulators, such branching strategy could potentially contribute to financial exclusion. As a result, population in the less developed regions may be excluded from accessing financial services. Hence, policy makers and regulators should take into this account when formulating policies aimed at promoting financial inclusion. First, while existing studies largely focus on developed countries, studies devoted to developing countries are scant. To the best of our knowledge, we have not come across any study that investigates the determinants of bank branch location in India, so we reasonably believe that ours is a first-of-its-kind. Second, our study provides a new perspective concerning how regional and bank specific factors influence banks of different ownership in locating branches. Third, while traditional regression used to be a method of choice among early studies, we employ Poisson regression that are better suited for modelling counted dependent variable.

L'inclusion financière est devenue un sujet important au cours des deux dernières décennies dans les politiques de développement de l'UEMOA. Cette zone se caractérise par un faible niveau d'inclusion financière en dépit de plusieurs stratégies et programmes visant à la renforcer. Cette thèse vise à analyser d’une part la situation de l'inclusion financière de l’'UEMOA et du Niger particulièrement, et d'autre part, à étudier le rôle de la microfinance dans l’accomplissement de cette dernière. Pour ce faire, nous avons construit un indice synthétique d'inclusion financière (ISIF) pour mesurer l'inclusion financière et classer ainsi les 8 pays de l'UEMOA. A travers un modèle économétrique en panel, nous avons montré que la microfinance contribue efficacement au renforcement de l'inclusion financière sous l’angle du mobile money et l'impact (sur l'ISIF) est supérieur à celui du secteur bancaire. Nous avons en outre analysé les déterminants de l'inclusion financière à deux niveaux : d'abord à l'échelle d’un pays, et à partir des données disponibles à la BCEAO et ensuite selon les caractéristiques des personnes à l’aide des données de l’enquête que nous avons réalisé auprès d’un échantillon de 512 adultes. Ces données ont également révélé un niveau d'éducation financière inquiétant en milieu rural comme en milieu urbain au Niger / Financial inclusion has become an important topic in the last two decades in WAEMU's development policies. This area is characterized by a low level of financial inclusion despite several strategies and programs to strengthen it. This thesis aims to analyze on the one hand the situation of the financial inclusion of UEMOA and Niger in particular, and on the other hand, to study the role of microfinance in the fulfillment of the latter. To do this, we built a synthetic financial inclusion index (ISIF) to measure financial inclusion and thus classify the 8 WAEMU countries. Through an econometric panel model, we have shown that microfinance effectively contributes to strengthening financial inclusion in terms of mobile money and the impact (on ISIF) is greater than that of the banking sector. In addition, we analyzed the determinants of financial inclusion at two levels: first, at the country level, and from the data available at the BCEAO and then according to the characteristics of the individuals using the data. of the survey we conducted with a sample of 512 adults. These data also revealed a worrying level of financial education in both rural and urban areas of Niger

當前我國各級政府財政因窘、公共建設財源短缺，地方期盼興建捷運建設，惟捷運建設成本高昂，國家發展委員會參考美國租稅增額財源機制（Tax Increment Financing, TIF）制度核定「跨域加值公共建設財務規劃方案」，該方案廣泛用於配置捷運建設經費，主要係結合創新財源及「自償率」機制促使地方政府善盡財政努力，改善早期建設外部效益未能內部化的缺點，由中央及地方依自償率共同分擔捷運建設經費。本研究發現中央為減少財政負擔設置自償率門檻作為補助依據，恐造成地方為求計畫核定，將配合中央或自行美化財務參數，導致未來財政上的道德危機，觀之美國爭議個案，發現以未來的租稅增額挹注公共建設時隱含道德危機及財政排擠，相關問題管制措施不足，我國援用美國相關制度時應特別注意其制度上的缺點，然目前國內制度及相關研究尚未就捷運建設營運期之自償性經費提出對應的管考措施。 依財政分權理論，捷運建設自償性經費可按財政總量管制的理念進行管考。本研究分析美國管考機制爭議案例後續處理方式，再歸納愛荷華州管考機制相關作法，發現該州管考措施多元，不僅明訂資訊公開項目，亦限制制度運用範圍，可作為我國管考道德危機及財政排擠問題之參考。然而，美國制度與我國「跨域加值公共建設財務規劃方案」未完全相同，為設計適合我國之管考機制，本研究邀請曾經參與該方案之中央及地方相關人員，以及國內大眾捷運系統學者參與焦點團體座談會及個別訪談，針對現況課題進行深入的探討。經分析訪談意見，發現捷運建設財務規劃現況問題包含中央面臨地方違背財務承諾道德危機，地方則可能出現財政排擠問題，故管考機制應發揮財務預警、資訊透明功能。 本研究建構一套管考機制，以計畫、執行、檢查、改進（Plan-Do-Check-Act）的實施程序進行下列管考措施：（1）審議期間由中央依捷運建設貢獻審議各計畫租稅增額投入建設經費比例，並制定財務監督及輔導原則、資訊公開原則，供地方據以制定相關配合辦法。（2）建設期間中央給予補助前，監督地方檢討非自償性經費執行情形。（3）營運期間由地方主管機關每年向地方公共債務管理委員會提報自償性財源收益績效，中央每5年檢核地方綜合成效。（4）配套措施包含由中央擴充、開放資訊系統供地方及民眾運用，落實財政透明及公共課責，輔助推動管考機制。同時運用彈性獎勵策略，促使地方政府提升財務績效，促使地方自我改善地價評議制度，以充分反映公共建設貢獻，達成外部效益內部化。 / Currently, government is facing financial difficulty on all levels and is short of public funds for public works. Local governments are looking forward to the construction of MRT facilities. However, the costs of these are very high. Referencing the tax increment financing (TIF) system in the U.S., the National Development Council approved the “Project for Cross-Field Value-Adding in Public Works Financial Planning,” which is widely used for the allocation of the MRT construction funds. By combining innovative financial resources and a “self-liquidation ratio” mechanism, local governments are encouraged to make financial efforts to overcome the failure to internalize the external benefits of early construction. Central and local governments share the MRT construction funds based on the self-liquidation ratio. In the present study, we summarized the literature related to self-liquidating public works and found that during the process of reviewing MRT construction plans, in order to reduce the financial burden and increase the self-liquidation ratio of local governments. However, to seek approval for their plans, local governments beautify their financial indicators, resulting in a moral hazard in finance. By analyzing disputes in the U.S., we found that this system implies moral crises and financial exclusion. Control measures on related issues are inadequate. When borrowing related systems from the U.S., the Taiwanese government should pay special attention to their shortcomings. Neither the current domestic system nor related research has proposed appropriate measures to supervise and evaluate self-liquidation funds during MRT construction and operation. According to the theory of fiscal decentralization, self-liquidating funds for MRT construction can be supervised and evaluated as per the framework of growth control quotas. After analyzing subsequent settlements of disputes on supervision and evaluation mechanisms in the U.S. and summarizing practices related to these mechanisms in the state of Iowa, we found that the state has diverse supervision and evaluation measures, which not only clearly stipulate the disclosure of project information, but also set limitations for the scope of applying the system. This can be used as a reference for the Taiwanese government to handle the moral hazard and financial exclusion of the supervision and evaluation system. However, the systems in the U.S. and the “Project for Cross-Field Value-Adding in Public Works Financial Planning” in Taiwan are not entirely the same. To design an appropriate supervision and evaluation system for Taiwan, those who had participated in the development of the plan from central and local governments as well as scholars of the domestic mass transit system were invited for focus group and individual interview. In-depth discussion on current issues was carried out. After analyzing their opinions from the interview, we found that the current situation of financial planning for MRT construction is as follows: the central government is facing the moral hazard that local governments may violate financial commitments and local governments may experience financial exclusion. Thus, the supervision and evaluation system should perform the functions of financial forecasting and information transparency. In this study, we constructed a supervision and evaluation mechanism to implement the following measures through the plan-do-check-act procedure: (1) During the reviewing phase, the central government considers the ratio of tax increment invested into the construction funds for each proposed plan according to the contribution of MRT construction while developing financial supervision and counseling principles and information disclosure principles to serve as a basis for local governments to formulate supporting measures. (2) During the construction phase, prior to granting subsidies, the central government should supervise the review of the implementation of the non-self-liquidating funds by the local governments. (3) During the operation phase, each local authority should report annually to the local Public Debt Administration Committee its earnings from self-liquidating resources and the central government should inspect the overall performances of the local governments every five years. (4) The supporting measures include the central government expanding and opening information systems for local governments and the people, implementing fiscal transparency and public accountability, and prompting the promotion of supervision and evaluation mechanism. Simultaneously, the central government may use flexible incentive strategies to encourage local governments to improve their financial performance and land appraisal systems to reflect fully the contributions of public works and to internalize the external benefits.

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)