- Title
- Customer’s perception of e-banking services of South African banks: An analysis of selected South African banks in Gauteng
- Creator
- Kgosieng, Kamogelo
- Subject
- South Africa -- Banking institutions
- Subject
- Electronic funds transfer
- Date Issued
- 2020
- Date
- 2020
- Type
- Thesis
- Type
- Masters
- Type
- MBA
- Identifier
- http://hdl.handle.net/10948/49862
- Identifier
- vital:41810
- Description
- The South African banking industry has changed from the traditional brick and mortar banks to online banking. The primary objective of the study examines the customers’ perception of the banks’ e-banking services. This study focuses on Gauteng banking customers who bank with the top five banks, namely: FNB, Standard Bank, ABSA, Nedbank and Capitec, and the digital banking platforms offered by the respective banks. A conceptual model based on the SERVQUAL model, including demographic factors and independent variables such as convenience, risk management, customer awareness, reliability and information search, was derived to assist in measuring the relationship of these factors with the overall perception of digitisation in banking. The Statistica package was used to analyse the items and obtain the results of the study. The results revealed that significant relationships exist between all the variables and the perception of e-banking services, with convenience showing up as the highest contributor to customers’ perception of e-banking service channels, followed by reliability. The results of the study indicate that banks should place priority on ensuring the convenient use of their e-banking systems as well ensuring that the systems are reliable and deliver what is expected by the customer.
- Format
- xiv,137 leaves
- Format
- Publisher
- Nelson Mandela University
- Publisher
- Faculty of Business and Economic Sciences
- Language
- English
- Rights
- Nelson Mandela University
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| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | Kgosieng, K.pdf | 3 MB | Adobe Acrobat PDF | View Details Download |