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)
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:unisa/oai:uir.unisa.ac.za:10500/27062 |
| Date | 10 1900 |
| Creators | Diako, Bongani Harry |
| Contributors | Lubbe, Samuel |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | Unknown |
| Type | Thesis |
| Format | 1 online resource (xviii, 207 leaves) : illustrations (some color), application/pdf |
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