Adoption of electronic banking distribution channels in South Africa: the Unified Theory of Acceptance and use of technology.
Year: 2020
Type: dissertation
Study design: Observational Study
Abstract: Globally, every industry is on the path of a technological revolution that is radically shaping \nhow people and organisations relate to the world and to one another. The Fourth Industrial \nRevolution’s (4IR) digital technologies are transforming supply chain management from a \nlinear model to a more integrated model in which information flows in multiple directions. \nThe invention of e-banking has provided customers with a whole new experience of \nbanking services. In South Africa, banks have invested heavily in technological solutions. \nHowever, socio-economic complexities and challenges are slowing down the adoption of \ne-banking channels. This study examines the key determinants of the adoption and \nacceptance of electronic banking through the theoretical constructs of the extended Unified \nTheory of Acceptance and Use of Technology model (UTAUT2). The first research \nobjective of the study was to determine the magnitude of acceptance and utilisation of \ndownstream electronic banking distribution channels by generation-based clients. The \nsecond objective was to determine the effect of the cultural factor, uncertainty avoidance, \non the use of electronic banking distribution channels. The third objective was to establish \nthe downstream supply chain customer experience on the underlying impact of facilitating \nconditions on electronic banking systems. The penultimate objective was to determine the \ndegree to which the downstream electronic banking simplicity practice influences usage of \nelectronic banking distribution channels. The final objective was to develop the integrated \nelectronic banking model that influences the downstream site generation-based customers. \nA self-administered questionnaire was used to collect data in this study where the purposive \nand simple random samplings were selected. The study applied a quantitative approach to \na 307 sample size of students doing post-graduate qualifications from three Higher \nEducation Institutions (HEIs) in Durban. The collected data were analysed using univariate, \nbivariate and multivariate methods. The findings revealed that facilitating conditions, effort \nexpectancy, and social influence are key determinants that explain the users’ adoption and \nuse of e-banking channels in South Africa. The study also revealed that uncertainty \navoidance influences the use of e-banking channels. The retail banks can use these findings \nto further improve their electronic channels feature in the future.
Author: Mbuso Emmanuel. Nzama
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W3203310763