An analysis of how leadership has shaped the culture of customer centricity in the branch of a bank
- Authors: Mali, Mandisa
- Date: 2020
- Subjects: Banks and banking -- Customer services , Banks and banking -- Customer services -- South Africa -- Case studies , Customer relations -- Management , Customer relations -- Management -- South Africa -- Case studies , Relationship banking -- South Africa -- Case studies , Bank management -- South Africa -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/171852 , vital:42132
- Description: Financial institutions are faced with increasing competition as there has been an increase in new entrants in the industry, therefore a battle of market share in banking is in progress. Digitization is fast changing how customers perceive value, customers have become spoilt for choice and thus banks have to implement strategies that will help them to increase their market share by keeping the customers they currently have and strategies that help them to acquire more customers. A strategy on its own will not support organizational goals, if it is not adopted by the executers – the employees on the ground. It is important for leaders to support the strategic goals of an organization by ensuring that the goals become a culture, a way of doing things in that organization. This study is an analysis of how leadership shaped a culture of customer centricity in the branch of a bank. The objectives of the study were to: (1) To describe the culture of customer centricity that was cultivated by the branch manager; (2) To analyse what the leader pays attention to, measures and controls on a regular basis, in support of a culture of customer centricity; (3) To analyse how the leader conducts deliberate role modelling, teaching and coaching in support of a culture of customer centricity; (4) To analyse whether - and if so how - the quality of the dyadic relations between the leader and her followers enables or disables the effect of cultural mechanisms on the culture of customer centricity; and (5) To analyse how the leader built high quality relations with her followers The study took the form of a case study of a branch of a bank, where nine universal bankers and their former leader were interviewed. The data were then analysed using a deductive thematic analysis. The findings met all objectives of the study and the findings supported the propositions. The findings also discovered that reward and recognition contributed to the shaping of a culture of customer centricity. In conclusion the limitations and delimitations of the study are acknowledged, and recommendations are made. The study contributes towards the Social Exchange Theory (SET) and demonstrates how high-quality leader member exchange (LMX) relations can be developed. Several recommendations are made for further studies on factors shaping a culture of customer centricity, and implications for management are considered.
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- Date Issued: 2020
The effect of technology acceptance model and trust on online banking in Zambia
- Authors: Hamusone, Collins Moonga
- Date: 2020
- Subjects: Internet banking -- Zambia , Banks and banking -- Computer networks -- Zambia , Banks and banking -- Information technology -- Zambia , Banks and banking -- Technological innovations -- Zambia , Consumer behavior -- Zambia
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/163637 , vital:41063
- Description: The banking industry has been influenced by the evolution of technology and in the process , reduced the cost of transacting and increased the speed of service delivery. This global change has been driven by the development of alternative banking channels from the traditional brick and mortar walls to a utomated teller machines , phone - banking, and now the most recent phenomenon, online banking . The current study, conducted in Lusaka, Zambia investigated the adoption of online banking technology using the Technology Acceptance Model (TAM) with perceived ea se of use, perceived usefulness and trust. T he two constructs perceived ea se of use, perceived usefulness are known to be the most accurate subjective measurement scales for predicting user acceptance . T echnology Acceptance Model (TAM) is the most widely used model and theorizes that if a user fi nds the technology useful , it will influence the user’s attitude positively, thereby increasing the intention to use and finally allowing for adoption. In a cross - sectional survey of 478 participants, and using logistic regression, this study found that perceived usefulness , perceived ease of use and trust were positively associated with users’ intentions to adopt online banking , and these relationships were statistically significant. The findings from this study provide support for the theoretical model. The study further found no contradicting results, and this provides banks in Zambia with an opportunity to grow online banking as the consumer behaviour indicates a willingness and int ention to adopt the technology. The current study was limited to the urban areas of Lusaka which had a population of 3.2 million . Future research may also investigate the impact of culture on the adopti on of online banking technology .
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- Date Issued: 2020