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Research Publications (Management Sciences)

Permanent URI for this collectionhttp://ir-dev.dut.ac.za/handle/10321/217

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Author: search.filters.author.Mason, Roger BruceSubject: search.filters.subject.Service quality

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    Consumer perspective of financial technology and digital personal banking in South Africa : a literature review
    (Sprint Investify, 2023-10-16) Ramsundra, Avikar; Mason, Roger Bruce
    Financial technology advancements have made personal banking simpler, allowing a range of services to be accessed anytime and anywhere via various digital methods However, the extent of digital financial technology's impact on consumer perception and adoption of digital personal banking in developing economies remains unclear. The purpose of this study therefore is to review literature on the issues that could influence the perception and use of digital personal banking by consumers. Data was drawn from 116 documents of academic and ‘grey’ literature according to the PRISMA protocol, and analysed by detailed reading, narrative summarising and then deconstructing and reconstructing the contents into the key issues influencing the adoption and use of digital personal banking. First an overview of digital banking in general, and then in South Africa, is provided. Then the different issues, or constructs, that could be drivers of preference for digital personal banking by South African consumers, as identified from the literature, are presented, namely Convenience, Practical quality, Branch service quality, Online service quality, Usability, Safety and Risk. These findings can form the basis of further in-depth research into the adoption and use of digital personal banking and can also assist banking executives to adapt their operational and marketing activities to influence consumers to further adopt digital banking.
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    Young clients’ attitudes to service quality at retail banks in a developing country
    (Business Perspectives, 2017) Zungu, Nkululeko PraiseGod; Mason, Roger Bruce
    The aim of this paper is to investigate service quality as perceived by younger customers of retail banks in a developing country. The objectives include identifying customers’ levels of satisfaction and loyalty to their banks and to identify the levels of service quality associated with such satisfaction and loyalty. The instrument used to collect data via a survey of retail bank customers was an adaptation of the SERVQUAL ques-tionnaire. A total of 448 students were surveyed, using a mix of systematic and quota sampling, with data being col-lected on university campuses. Data were analyzed using descriptive statistical techniques. The main conclusions were that most young customers are reasonably satisfied with, and loyal to, their banks. There was little difference, on all the service quality constructs, between the different banks, and between expectations and perceptions of service quality. However, there was no evidence of any bank providing a service that delighted their customers or ex-ceeded their expectations and so all banks are at risk from a competitor who adopts strategies to meet these goals. The study has contributed to knowledge by focusing on attitudes to service quality of young bank customers in a de-veloping country, an aspect that has been under-researched.