Thesis (M.M. (ICT Policy and Regulation))--University of the Witwatersrand, Faculty of Commerce, Law and Management, Graduate School of Public and Development Management, 2013. / Cannot copy abstract.

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.

The purpose of this study was to examine the level of adoption, usage and factors that influence the adoption of electronic banking (e-banking) by small, micro and medium enterprises (SMMEs) listed in the City of Tshwane Metropolitan Municipality (CTMM). Despite efforts by commercial banks to promote e-banking (internet and cell phone banking) to its customers, the adoption rate for internet and cell phone banking appears to be low. Based on the literature reviewed, the SMME sector has been widely excluded from the formal banking services. It is also observed that e-banking can enable SMMEs to grow and enter international markets. Technology acceptance model (TAM) integrated with perceived risk theory (PRT) was used to investigate factors that influence adoption and usage of e-banking. The study followed a quantitative research approach. Respondents were selected using simple random sampling technique. A structured survey questionnaire was used to collect the data. The survey was conducted on 160 SMMEs in the CTMM with the assistance of fieldworkers. Data were analysed using descriptive statistics, exploratory factor analysis (EFA), Pearson’s bivariate correlation, and multiple regression. The results revealed that perceived ease of use had a significant positive influence on the attitude towards e-banking. Perceived usefulness had a positive but insignificant influence on the attitude towards e-banking. Security risk was the only perceived risk dimension that had a significant negative influence on attitude towards e-banking. However, financial risk, privacy risk, performance risk and social risk had a positive and insignificant influence on attitude towards e-banking. It was envisaged that this study will enable banks to develop strategies that are aimed at increasing their SMME market share. / Finance, Risk management and Banking / M. Com. (Finance)