Factors influencing customer retention in the financial planning industry
- Authors: Dippenaar, Hendrik
- Date: 2013
- Subjects: Consumer satisfaction , Financial planning industry
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:9323 , http://hdl.handle.net/10948/d1020809
- Description: As financial planners operate in a competitive business environment, it is important to identify how financial planners can apply relevant industry aspects to positively influence their customer satisfaction and customer retention levels. Although models of customer satisfaction and subsequently customer retention have been well researched for consumer products and services, there has been limited research in regards to financial planning. Previous research in the financial planning industry focussed on specific elements of financial planner-client relationships, for example trust, integrity and ethics. This research study reviews existing literature on customer satisfaction and customer retention, as relevant to the financial planning industry. Thus the primary objective of this study is to investigate the extent to which the four predetermined independent variables; namely, two-way communication, ethical responsibility, clients’ financial knowledge and commission fees can possibly influence the intervening variable customer satisfaction and ultimately the dependent variable customer retention in the financial planning industry. An empirical investigation was undertaken to establish whether the independent variables; namely, two-way communication, ethical responsibility, clients’ financial knowledge and commission fees can possibly influence customer satisfaction and ultimately customer retention in the financial planning industry. A positivistic research paradigm was followed for this study. Quantitative data was gathered by distributing questionnaires to a sample of financial planning clients. The sample size consisted of 250 financial planning clients in the Nelson Mandela Metropolitan area. A response rate of 76.40 percent was achieved. The usable questionnaires were statistically analysed using the computer programmes Microsoft Excel and Statistica Version 10. The validity of the study was confirmed by utilising EFA. Cronbach’s alpha coefficients were calculated to confirm the reliability and the internal consistency of the measurement instrument of this study. Data was analysed in four phases. Descriptive statistics were calculated for this study. The validity of the measuring instrument was tested by performing EFA to consider construct validity. Thereafter the internal reliability of the data was assessed using Cronbach’s alpha coefficients. Pearson’s product moment correlation coefficients and multiple regression calculations were calculated and discussed. Through multiple regression calculations, the factors that emerged were used to analyse the relationships predicted by the five hypotheses. Finally t-tests and analysis of variance (ANOVA) tests were conducted and discussed. The empirical investigation revealed that significant relationships exist between the independent variables two-way communication, ethical responsibility, commission fees and the intervening variable customer satisfaction as well as the dependent variable customer retention. The empirical investigation revealed that if a financial planner communicates financial information accurately and understandably to clients while acting in an ethical manner, clients are likely to be satisfied with the products/services of the financial planner and be retained by the financial planner. This study established and confirmed the significant positive relationship that exists between customer satisfaction and customer retention in the financial planning industry. Recommendations have been provided based on the main empirical findings. All financial planners in South Africa, including all the regulatory bodies, will benefit from the empirical findings as well as the recommendations of this study on how to improve customer satisfaction and customer retention which will ultimately increase service delivery of financial planners in the financial planning industry.
- Full Text:
- Date Issued: 2013
- Authors: Dippenaar, Hendrik
- Date: 2013
- Subjects: Consumer satisfaction , Financial planning industry
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:9323 , http://hdl.handle.net/10948/d1020809
- Description: As financial planners operate in a competitive business environment, it is important to identify how financial planners can apply relevant industry aspects to positively influence their customer satisfaction and customer retention levels. Although models of customer satisfaction and subsequently customer retention have been well researched for consumer products and services, there has been limited research in regards to financial planning. Previous research in the financial planning industry focussed on specific elements of financial planner-client relationships, for example trust, integrity and ethics. This research study reviews existing literature on customer satisfaction and customer retention, as relevant to the financial planning industry. Thus the primary objective of this study is to investigate the extent to which the four predetermined independent variables; namely, two-way communication, ethical responsibility, clients’ financial knowledge and commission fees can possibly influence the intervening variable customer satisfaction and ultimately the dependent variable customer retention in the financial planning industry. An empirical investigation was undertaken to establish whether the independent variables; namely, two-way communication, ethical responsibility, clients’ financial knowledge and commission fees can possibly influence customer satisfaction and ultimately customer retention in the financial planning industry. A positivistic research paradigm was followed for this study. Quantitative data was gathered by distributing questionnaires to a sample of financial planning clients. The sample size consisted of 250 financial planning clients in the Nelson Mandela Metropolitan area. A response rate of 76.40 percent was achieved. The usable questionnaires were statistically analysed using the computer programmes Microsoft Excel and Statistica Version 10. The validity of the study was confirmed by utilising EFA. Cronbach’s alpha coefficients were calculated to confirm the reliability and the internal consistency of the measurement instrument of this study. Data was analysed in four phases. Descriptive statistics were calculated for this study. The validity of the measuring instrument was tested by performing EFA to consider construct validity. Thereafter the internal reliability of the data was assessed using Cronbach’s alpha coefficients. Pearson’s product moment correlation coefficients and multiple regression calculations were calculated and discussed. Through multiple regression calculations, the factors that emerged were used to analyse the relationships predicted by the five hypotheses. Finally t-tests and analysis of variance (ANOVA) tests were conducted and discussed. The empirical investigation revealed that significant relationships exist between the independent variables two-way communication, ethical responsibility, commission fees and the intervening variable customer satisfaction as well as the dependent variable customer retention. The empirical investigation revealed that if a financial planner communicates financial information accurately and understandably to clients while acting in an ethical manner, clients are likely to be satisfied with the products/services of the financial planner and be retained by the financial planner. This study established and confirmed the significant positive relationship that exists between customer satisfaction and customer retention in the financial planning industry. Recommendations have been provided based on the main empirical findings. All financial planners in South Africa, including all the regulatory bodies, will benefit from the empirical findings as well as the recommendations of this study on how to improve customer satisfaction and customer retention which will ultimately increase service delivery of financial planners in the financial planning industry.
- Full Text:
- Date Issued: 2013
Educational needs of the financial planning industry
- Palframan, Jaqueline Birgitta
- Authors: Palframan, Jaqueline Birgitta
- Date: 2014
- Subjects: Financial planning industry , Financial planners
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:9327 , http://hdl.handle.net/10948/d1020986
- Description: The South African financial planning industry experienced a rapid growth from its generic beginnings in the 1970’s to the vast levels of specialisation taking place in the 21st century. Financial planning, akin to the medical profession, is arguably one of the most critical areas of influence in the personal lifestyle planning of individuals given the increasing longevity brought about by the medical profession. Early transgressions and irregularities, as in the case of most industries, brought about the introduction of the Financial Advisory and Iintermediary Services (FAIS) Act in 2004 to regulate, transform and restructure the industry. Since the introduction of the Act, compliance with the legislation and obtaining the appropriate qualifications have become a major focus for financial planners. This groundbreaking academic research involves an assessment of the educational needs of graduates in the financial planning industry including an evaluation of the relative importance of the subject fields, management competencies and skills required in the field of financial planning with specific reference to the financial planning programmes offered by the HEIs in South Africa. The purpose of this study can be phrased in a threefold manner: Firstly, to assess at programme level the theoretical and practical relevancy of the HEIs financial planning programme content relative to the present and immediate future normative requirements of the financial planning profession; Secondly, to assess whether the academic programmes address the critical skills shortage in financial planning by determining the appropriate qualification delivery in terms of academic and practical learning to develop the appropriate management competencies; and Thirdly, based on the findings of this research, to address any gaps pertaining to the financial planning programme content and management competency and skills levels, thereby contributing to the body of knowledge pertaining to financial planning education in order to be relevant and responsive in servicing the financial services sector. To give effect to the problem statement and to validate the research propositions, a mixed methods design within the pragmatic research paradigm was used. A relatively new and innovative mixed methods approach, namely Real-time Delphi (RTD) procedures of sourcing professional expert opinion enabled the collection of qualitative and quantitative data for data triangulation. The RTD methodology which seeks the pooled intelligence from a group of selected experts is also capable of determining future requirements rather than only the current practice. This is the first academic study of its kind in South Africa utilising the RTD methodology.
- Full Text:
- Date Issued: 2014
- Authors: Palframan, Jaqueline Birgitta
- Date: 2014
- Subjects: Financial planning industry , Financial planners
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:9327 , http://hdl.handle.net/10948/d1020986
- Description: The South African financial planning industry experienced a rapid growth from its generic beginnings in the 1970’s to the vast levels of specialisation taking place in the 21st century. Financial planning, akin to the medical profession, is arguably one of the most critical areas of influence in the personal lifestyle planning of individuals given the increasing longevity brought about by the medical profession. Early transgressions and irregularities, as in the case of most industries, brought about the introduction of the Financial Advisory and Iintermediary Services (FAIS) Act in 2004 to regulate, transform and restructure the industry. Since the introduction of the Act, compliance with the legislation and obtaining the appropriate qualifications have become a major focus for financial planners. This groundbreaking academic research involves an assessment of the educational needs of graduates in the financial planning industry including an evaluation of the relative importance of the subject fields, management competencies and skills required in the field of financial planning with specific reference to the financial planning programmes offered by the HEIs in South Africa. The purpose of this study can be phrased in a threefold manner: Firstly, to assess at programme level the theoretical and practical relevancy of the HEIs financial planning programme content relative to the present and immediate future normative requirements of the financial planning profession; Secondly, to assess whether the academic programmes address the critical skills shortage in financial planning by determining the appropriate qualification delivery in terms of academic and practical learning to develop the appropriate management competencies; and Thirdly, based on the findings of this research, to address any gaps pertaining to the financial planning programme content and management competency and skills levels, thereby contributing to the body of knowledge pertaining to financial planning education in order to be relevant and responsive in servicing the financial services sector. To give effect to the problem statement and to validate the research propositions, a mixed methods design within the pragmatic research paradigm was used. A relatively new and innovative mixed methods approach, namely Real-time Delphi (RTD) procedures of sourcing professional expert opinion enabled the collection of qualitative and quantitative data for data triangulation. The RTD methodology which seeks the pooled intelligence from a group of selected experts is also capable of determining future requirements rather than only the current practice. This is the first academic study of its kind in South Africa utilising the RTD methodology.
- Full Text:
- Date Issued: 2014
A reconceptualised perspective of the six-step financial planning process
- Authors: Kinsman, Estonia Jasmine
- Date: 2023-04
- Subjects: Financial planning industry , Affluent consumers
- Language: English
- Type: Doctoral's theses , text
- Identifier: http://hdl.handle.net/10948/60786 , vital:67404
- Description: The globally applied six-step financial planning process which is used by CFP® professionals to provide financial advice is designed to ensure that the financial advice is suitable, based on the needs of the consumer. However, given the diverse cultures in South Africa, this study argues that the six-step financial planning process (as it is currently applied) may not be suitable, as it requires contextualisation based on the unique needs of South African consumers. The various population groups in South Africa have their own sets of beliefs, values and cultural practices, and thus view aspects such as wealth (the creation, preservation and transference thereof), marriage, death and retirement, differently. Thus, financial planners who are not knowledgeable about different cultures, diverse financial needs, or the provisions of customary law, may not be able to provide suitable advice. The primary objective of the study is thus to reconceptualise the six-step financial planning process to be more inclusive, in order to better serve the financial planning needs of South African consumers. A comprehensive literature review was undertaken to provide the context and framework within which the reconceptualisation of the six-step financial planning process could be approached. An investigation of the financial planning environment and the financial planning process was completed to determine how the six-step financial planning process is currently applied in the South African context. Further, an investigation of culture and the cultural dimensions – power distance, uncertainty avoidance, individualism, masculinity, timeorientation and indulgence – was conducted, as it was clear that these cultural dimensions cannot be generalised to all South African consumers, due to the large degree of diversity within the population. It was also determined that there are various factors that contribute towards the cultural diversity of South African consumers, which may influence their financial needs and the type of financial advice that is required. These factors include race and ethnicity, marital regimes, procreation and family structures. To further illustrate the diversity of financial needs of South African consumers, a discussion of Black households and the application of financial planning legislation and customary law was provided. Black households are considered to be under-serviced, historically financially excluded, have low levels of financial literacy, and are mostly collectivist in nature. It is for these reasons that Black households are the focus of the study. Some of the financial needs that vi are common among Black households include land and property ownership, family wealth, family homesteads, lobola capital and ‘black tax’ expenditure. Given that the literature review established how the six-step financial planning process is currently applied, an interpretivist research philosophy was adopted in order to gain a deeper understanding of how the six-step financial planning process should be applied in a South African context. Further, the research approach in the context of this study is an inductive one, as the six-step financial planning process is an existing theory that was reconceptualised by considering the perceptions and experiences of 16 CFP® professionals and 14 Black South African households. A mono-method qualitative research methodology was used, with a single qualitative method of data collection (semi-structured interviews), and a single qualitative method of data analysis (latent content analysis). The findings of the study were used to provide a reconceptualised perspective of the six-step financial planning process which takes into consideration the fact that the image of a financial planner plays an important role when trying to establish a professional relationship with a client. The findings reveal that Black consumers in particular, generally have a negative image of a financial planner, which is influenced not only by their perceptions of a financial planner, but also by their self-perception of their own financial situation. The reconceptualised perspective of the six-step financial planning process also incorporates the finding that discussions around personal finances are considered impolite and taboo among the Black African community, which influences their ability to talk about these topics, trust a financial planner, and establish a professional relationship with them. The findings also reveal that a racial and gender bias exists among Black consumers – they prefer interacting with a White male financial planner, as they perceive them to be more competent and have more experience with finances and wealth accumulation. It was also found that CFP® professionals believe that having cultural awareness and cultural intelligence can reduce bias in the way that questions are asked, so as not to offend the client. Thus, cultural awareness was also incorporated into the reconceptualised perspective of the six-step financial planning process. It was also noted that it is important to ascertain clients’ level of financial literacy during the information gathering stage. Black consumers opined that in this regard, it is the role of the financial planner to both ascertain and ensure their clients’ financial literacy, and to offer financial education to ensure client understanding. vii Although the premise of the study is that South African consumers have unique financial needs due to the high degree of diversity among the population, it was the opinion of CFP® professionals that Black consumers, in particular, do not have unique financial needs – instead, they define their needs differently, have different exposures to financial resources to address their financial needs, and also prioritise and satisfy their needs differently. The prioritised financial needs of Black households (sub-themes) that emerged from both participant groups include the need to make provision for black tax, estate planning, funerals, and property ownership. Black household participants mentioned (to a greater extent than CFP® professionals did) the need to make provision for lobola and initiation schools, as these form part of several traditional ceremonies. The need to make provision for a family home was mentioned by Black household participants but not by CFP® professionals. It was discovered from Black household participants that stokvels are the most common micro-finance tool used by Black consumers, for various reasons. In fact for some, stokvels are preferred over formal financial products because they perceive that they yield a higher return, and others use them successfully to supplement their current provisions. These findings (among others) were incorporated into the reconceptualised perspective of the six-step financial planning process which is presented in this study. This study has made a contribution to the financial planning body of knowledge by presenting a reconceptualised perspective of the six-step financial planning process, and providing new knowledge on each of the associated six steps and their suitability in a South African context. This study also provides justification and evidence for the inclusion of aspects within the sixstep financial planning process that enhance the understanding of cultural diversity and needs of Black households in particular. Justification has also been provided for the inclusion of cultural aspects and diverse needs of Black consumers the in the academic curriculum of FPI and FSCA recognised qualifications, as well as the facilitation and learning outcomes of business and product-specific training that FSPs are required to provide to their representatives. The study findings also have implications for the development of the academic curriculum and assessment materials for CFP® professionals by recognised education providers, the FSCA regulatory examination, and the FPI professional competency examination. In addition, the study has provided evidence for the need to develop financial products, or customise existing financial products, that address the viii needs of Black households – especially culture-specific financial needs such as black tax, lobola and funding for initiation schools. Key words: Black households; CFP® professionals; culture; diverse needs; reconceptualisation; six-step financial planning process. , Thesis (MSc) -- Faculty of Science, School of Environmental Sciences, 2022
- Full Text:
- Date Issued: 2023-04
- Authors: Kinsman, Estonia Jasmine
- Date: 2023-04
- Subjects: Financial planning industry , Affluent consumers
- Language: English
- Type: Doctoral's theses , text
- Identifier: http://hdl.handle.net/10948/60786 , vital:67404
- Description: The globally applied six-step financial planning process which is used by CFP® professionals to provide financial advice is designed to ensure that the financial advice is suitable, based on the needs of the consumer. However, given the diverse cultures in South Africa, this study argues that the six-step financial planning process (as it is currently applied) may not be suitable, as it requires contextualisation based on the unique needs of South African consumers. The various population groups in South Africa have their own sets of beliefs, values and cultural practices, and thus view aspects such as wealth (the creation, preservation and transference thereof), marriage, death and retirement, differently. Thus, financial planners who are not knowledgeable about different cultures, diverse financial needs, or the provisions of customary law, may not be able to provide suitable advice. The primary objective of the study is thus to reconceptualise the six-step financial planning process to be more inclusive, in order to better serve the financial planning needs of South African consumers. A comprehensive literature review was undertaken to provide the context and framework within which the reconceptualisation of the six-step financial planning process could be approached. An investigation of the financial planning environment and the financial planning process was completed to determine how the six-step financial planning process is currently applied in the South African context. Further, an investigation of culture and the cultural dimensions – power distance, uncertainty avoidance, individualism, masculinity, timeorientation and indulgence – was conducted, as it was clear that these cultural dimensions cannot be generalised to all South African consumers, due to the large degree of diversity within the population. It was also determined that there are various factors that contribute towards the cultural diversity of South African consumers, which may influence their financial needs and the type of financial advice that is required. These factors include race and ethnicity, marital regimes, procreation and family structures. To further illustrate the diversity of financial needs of South African consumers, a discussion of Black households and the application of financial planning legislation and customary law was provided. Black households are considered to be under-serviced, historically financially excluded, have low levels of financial literacy, and are mostly collectivist in nature. It is for these reasons that Black households are the focus of the study. Some of the financial needs that vi are common among Black households include land and property ownership, family wealth, family homesteads, lobola capital and ‘black tax’ expenditure. Given that the literature review established how the six-step financial planning process is currently applied, an interpretivist research philosophy was adopted in order to gain a deeper understanding of how the six-step financial planning process should be applied in a South African context. Further, the research approach in the context of this study is an inductive one, as the six-step financial planning process is an existing theory that was reconceptualised by considering the perceptions and experiences of 16 CFP® professionals and 14 Black South African households. A mono-method qualitative research methodology was used, with a single qualitative method of data collection (semi-structured interviews), and a single qualitative method of data analysis (latent content analysis). The findings of the study were used to provide a reconceptualised perspective of the six-step financial planning process which takes into consideration the fact that the image of a financial planner plays an important role when trying to establish a professional relationship with a client. The findings reveal that Black consumers in particular, generally have a negative image of a financial planner, which is influenced not only by their perceptions of a financial planner, but also by their self-perception of their own financial situation. The reconceptualised perspective of the six-step financial planning process also incorporates the finding that discussions around personal finances are considered impolite and taboo among the Black African community, which influences their ability to talk about these topics, trust a financial planner, and establish a professional relationship with them. The findings also reveal that a racial and gender bias exists among Black consumers – they prefer interacting with a White male financial planner, as they perceive them to be more competent and have more experience with finances and wealth accumulation. It was also found that CFP® professionals believe that having cultural awareness and cultural intelligence can reduce bias in the way that questions are asked, so as not to offend the client. Thus, cultural awareness was also incorporated into the reconceptualised perspective of the six-step financial planning process. It was also noted that it is important to ascertain clients’ level of financial literacy during the information gathering stage. Black consumers opined that in this regard, it is the role of the financial planner to both ascertain and ensure their clients’ financial literacy, and to offer financial education to ensure client understanding. vii Although the premise of the study is that South African consumers have unique financial needs due to the high degree of diversity among the population, it was the opinion of CFP® professionals that Black consumers, in particular, do not have unique financial needs – instead, they define their needs differently, have different exposures to financial resources to address their financial needs, and also prioritise and satisfy their needs differently. The prioritised financial needs of Black households (sub-themes) that emerged from both participant groups include the need to make provision for black tax, estate planning, funerals, and property ownership. Black household participants mentioned (to a greater extent than CFP® professionals did) the need to make provision for lobola and initiation schools, as these form part of several traditional ceremonies. The need to make provision for a family home was mentioned by Black household participants but not by CFP® professionals. It was discovered from Black household participants that stokvels are the most common micro-finance tool used by Black consumers, for various reasons. In fact for some, stokvels are preferred over formal financial products because they perceive that they yield a higher return, and others use them successfully to supplement their current provisions. These findings (among others) were incorporated into the reconceptualised perspective of the six-step financial planning process which is presented in this study. This study has made a contribution to the financial planning body of knowledge by presenting a reconceptualised perspective of the six-step financial planning process, and providing new knowledge on each of the associated six steps and their suitability in a South African context. This study also provides justification and evidence for the inclusion of aspects within the sixstep financial planning process that enhance the understanding of cultural diversity and needs of Black households in particular. Justification has also been provided for the inclusion of cultural aspects and diverse needs of Black consumers the in the academic curriculum of FPI and FSCA recognised qualifications, as well as the facilitation and learning outcomes of business and product-specific training that FSPs are required to provide to their representatives. The study findings also have implications for the development of the academic curriculum and assessment materials for CFP® professionals by recognised education providers, the FSCA regulatory examination, and the FPI professional competency examination. In addition, the study has provided evidence for the need to develop financial products, or customise existing financial products, that address the viii needs of Black households – especially culture-specific financial needs such as black tax, lobola and funding for initiation schools. Key words: Black households; CFP® professionals; culture; diverse needs; reconceptualisation; six-step financial planning process. , Thesis (MSc) -- Faculty of Science, School of Environmental Sciences, 2022
- Full Text:
- Date Issued: 2023-04
A reconceptualised perspective of the six-step financial planning process
- Authors: Kinsman, Jasmine Estonia
- Date: 2023-04
- Subjects: Financial planning industry , Business enterprises--Finance
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/61442 , vital:70648
- Description: The globally applied six-step financial planning process which is used by CFP® professionals to provide financial advice is designed to ensure that the financial advice is suitable, based on the needs of the consumer. However, given the diverse cultures in South Africa, this study argues that the six-step financial planning process (as it is currently applied) may not be suitable, as it requires contextualisation based on the unique needs of South African consumers. The various population groups in South Africa have their own sets of beliefs, values and cultural practices, and thus view aspects such as wealth (the creation, preservation and transference thereof), marriage, death and retirement, differently. Thus, financial planners who are not knowledgeable about different cultures, diverse financial needs, or the provisions of customary law, may not be able to provide suitable advice. The primary objective of the study is thus to reconceptualise the six-step financial planning process to be more inclusive, in order to better serve the financial planning needs of South African consumers. A comprehensive literature review was undertaken to provide the context and framework within which the reconceptualisation of the six-step financial planning process could be approached. An investigation of the financial planning environment and the financial planning process was completed to determine how the six-step financial planning process is currently applied in the South African context. Further, an investigation of culture and the cultural dimensions – power distance, uncertainty avoidance, individualism, masculinity, timeorientation and indulgence – was conducted, as it was clear that these cultural dimensions cannot be generalised to all South African consumers, due to the large degree of diversity within the population. It was also determined that there are various factors that contribute towards the cultural diversity of South African consumers, which may influence their financial needs and the type of financial advice that is required. These factors include race and ethnicity, marital regimes, procreation and family structures. To further illustrate the diversity of financial needs of South African consumers, a discussion of Black households and the application of financial planning legislation and customary law was provided. Black households are considered to be under-serviced, historically financially excluded, have low levels of financial literacy, and are mostly collectivist in nature. It is for these reasons that Black households are the focus of the study. Some of the financial needs that vi are common among Black households include land and property ownership, family wealth, family homesteads, lobola capital and ‘black tax’ expenditure. Given that the literature review established how the six-step financial planning process is currently applied, an interpretivist research philosophy was adopted in order to gain a deeper understanding of how the six-step financial planning process should be applied in a South African context. Further, the research approach in the context of this study is an inductive one, as the six-step financial planning process is an existing theory that was reconceptualised by considering the perceptions and experiences of 16 CFP® professionals and 14 Black South African households. A mono-method qualitative research methodology was used, with a single qualitative method of data collection (semi-structured interviews), and a single qualitative method of data analysis (latent content analysis). The findings of the study were used to provide a reconceptualised perspective of the six-step financial planning process which takes into consideration the fact that the image of a financial planner plays an important role when trying to establish a professional relationship with a client. The findings reveal that Black consumers in particular, generally have a negative image of a financial planner, which is influenced not only by their perceptions of a financial planner, but also by their self-perception of their own financial situation. The reconceptualised perspective of the six-step financial planning process also incorporates the finding that discussions around personal finances are considered impolite and taboo among the Black African community, which influences their ability to talk about these topics, trust a financial planner, and establish a professional relationship with them. The findings also reveal that a racial and gender bias exists among Black consumers – they prefer interacting with a White male financial planner, as they perceive them to be more competent and have more experience with finances and wealth accumulation. It was also found that CFP® professionals believe that having cultural awareness and cultural intelligence can reduce bias in the way that questions are asked, so as not to offend the client. Thus, cultural awareness was also incorporated into the reconceptualised perspective of the six-step financial planning process. It was also noted that it is important to ascertain clients’ level of financial literacy during the information gathering stage. Black consumers opined that in this regard, it is the role of the financial planner to both ascertain and ensure their clients’ financial literacy, and to offer financial education to ensure client understanding. vii Although the premise of the study is that South African consumers have unique financial needs due to the high degree of diversity among the population, it was the opinion of CFP® professionals that Black consumers, in particular, do not have unique financial needs – instead, they define their needs differently, have different exposures to financial resources to address their financial needs, and also prioritise and satisfy their needs differently. The prioritised financial needs of Black households (sub-themes) that emerged from both participant groups include the need to make provision for black tax, estate planning, funerals, and property ownership. Black household participants mentioned (to a greater extent than CFP® professionals did) the need to make provision for lobola and initiation schools, as these form part of several traditional ceremonies. The need to make provision for a family home was mentioned by Black household participants but not by CFP® professionals. It was discovered from Black household participants that stokvels are the most common micro-finance tool used by Black consumers, for various reasons. In fact for some, stokvels are preferred over formal financial products because they perceive that they yield a higher return, and others use them successfully to supplement their current provisions. These findings (among others) were incorporated into the reconceptualised perspective of the six-step financial planning process which is presented in this study. This study has made a contribution to the financial planning body of knowledge by presenting a reconceptualised perspective of the six-step financial planning process, and providing new knowledge on each of the associated six steps and their suitability in a South African context. This study also provides justification and evidence for the inclusion of aspects within the sixstep financial planning process that enhance the understanding of cultural diversity and needs of Black households in particular. Justification has also been provided for the inclusion of cultural aspects and diverse needs of Black consumers the in the academic curriculum of FPI and FSCA recognised qualifications, as well as the facilitation and learning outcomes of business and product-specific training that FSPs are required to provide to their representatives. The study findings also have implications for the development of the academic curriculum and assessment materials for CFP® professionals by recognised education providers, the FSCA regulatory examination, and the FPI professional competency examination. In addition, the study has provided evidence for the need to develop financial products, or customise existing financial products, that address the viii needs of Black households – especially culture-specific financial needs such as black tax, lobola and funding for initiation schools. , Thesis (PhD) -- Faculty of Faculty of Business and Economic Sciences, 2023
- Full Text:
- Date Issued: 2023-04
- Authors: Kinsman, Jasmine Estonia
- Date: 2023-04
- Subjects: Financial planning industry , Business enterprises--Finance
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/61442 , vital:70648
- Description: The globally applied six-step financial planning process which is used by CFP® professionals to provide financial advice is designed to ensure that the financial advice is suitable, based on the needs of the consumer. However, given the diverse cultures in South Africa, this study argues that the six-step financial planning process (as it is currently applied) may not be suitable, as it requires contextualisation based on the unique needs of South African consumers. The various population groups in South Africa have their own sets of beliefs, values and cultural practices, and thus view aspects such as wealth (the creation, preservation and transference thereof), marriage, death and retirement, differently. Thus, financial planners who are not knowledgeable about different cultures, diverse financial needs, or the provisions of customary law, may not be able to provide suitable advice. The primary objective of the study is thus to reconceptualise the six-step financial planning process to be more inclusive, in order to better serve the financial planning needs of South African consumers. A comprehensive literature review was undertaken to provide the context and framework within which the reconceptualisation of the six-step financial planning process could be approached. An investigation of the financial planning environment and the financial planning process was completed to determine how the six-step financial planning process is currently applied in the South African context. Further, an investigation of culture and the cultural dimensions – power distance, uncertainty avoidance, individualism, masculinity, timeorientation and indulgence – was conducted, as it was clear that these cultural dimensions cannot be generalised to all South African consumers, due to the large degree of diversity within the population. It was also determined that there are various factors that contribute towards the cultural diversity of South African consumers, which may influence their financial needs and the type of financial advice that is required. These factors include race and ethnicity, marital regimes, procreation and family structures. To further illustrate the diversity of financial needs of South African consumers, a discussion of Black households and the application of financial planning legislation and customary law was provided. Black households are considered to be under-serviced, historically financially excluded, have low levels of financial literacy, and are mostly collectivist in nature. It is for these reasons that Black households are the focus of the study. Some of the financial needs that vi are common among Black households include land and property ownership, family wealth, family homesteads, lobola capital and ‘black tax’ expenditure. Given that the literature review established how the six-step financial planning process is currently applied, an interpretivist research philosophy was adopted in order to gain a deeper understanding of how the six-step financial planning process should be applied in a South African context. Further, the research approach in the context of this study is an inductive one, as the six-step financial planning process is an existing theory that was reconceptualised by considering the perceptions and experiences of 16 CFP® professionals and 14 Black South African households. A mono-method qualitative research methodology was used, with a single qualitative method of data collection (semi-structured interviews), and a single qualitative method of data analysis (latent content analysis). The findings of the study were used to provide a reconceptualised perspective of the six-step financial planning process which takes into consideration the fact that the image of a financial planner plays an important role when trying to establish a professional relationship with a client. The findings reveal that Black consumers in particular, generally have a negative image of a financial planner, which is influenced not only by their perceptions of a financial planner, but also by their self-perception of their own financial situation. The reconceptualised perspective of the six-step financial planning process also incorporates the finding that discussions around personal finances are considered impolite and taboo among the Black African community, which influences their ability to talk about these topics, trust a financial planner, and establish a professional relationship with them. The findings also reveal that a racial and gender bias exists among Black consumers – they prefer interacting with a White male financial planner, as they perceive them to be more competent and have more experience with finances and wealth accumulation. It was also found that CFP® professionals believe that having cultural awareness and cultural intelligence can reduce bias in the way that questions are asked, so as not to offend the client. Thus, cultural awareness was also incorporated into the reconceptualised perspective of the six-step financial planning process. It was also noted that it is important to ascertain clients’ level of financial literacy during the information gathering stage. Black consumers opined that in this regard, it is the role of the financial planner to both ascertain and ensure their clients’ financial literacy, and to offer financial education to ensure client understanding. vii Although the premise of the study is that South African consumers have unique financial needs due to the high degree of diversity among the population, it was the opinion of CFP® professionals that Black consumers, in particular, do not have unique financial needs – instead, they define their needs differently, have different exposures to financial resources to address their financial needs, and also prioritise and satisfy their needs differently. The prioritised financial needs of Black households (sub-themes) that emerged from both participant groups include the need to make provision for black tax, estate planning, funerals, and property ownership. Black household participants mentioned (to a greater extent than CFP® professionals did) the need to make provision for lobola and initiation schools, as these form part of several traditional ceremonies. The need to make provision for a family home was mentioned by Black household participants but not by CFP® professionals. It was discovered from Black household participants that stokvels are the most common micro-finance tool used by Black consumers, for various reasons. In fact for some, stokvels are preferred over formal financial products because they perceive that they yield a higher return, and others use them successfully to supplement their current provisions. These findings (among others) were incorporated into the reconceptualised perspective of the six-step financial planning process which is presented in this study. This study has made a contribution to the financial planning body of knowledge by presenting a reconceptualised perspective of the six-step financial planning process, and providing new knowledge on each of the associated six steps and their suitability in a South African context. This study also provides justification and evidence for the inclusion of aspects within the sixstep financial planning process that enhance the understanding of cultural diversity and needs of Black households in particular. Justification has also been provided for the inclusion of cultural aspects and diverse needs of Black consumers the in the academic curriculum of FPI and FSCA recognised qualifications, as well as the facilitation and learning outcomes of business and product-specific training that FSPs are required to provide to their representatives. The study findings also have implications for the development of the academic curriculum and assessment materials for CFP® professionals by recognised education providers, the FSCA regulatory examination, and the FPI professional competency examination. In addition, the study has provided evidence for the need to develop financial products, or customise existing financial products, that address the viii needs of Black households – especially culture-specific financial needs such as black tax, lobola and funding for initiation schools. , Thesis (PhD) -- Faculty of Faculty of Business and Economic Sciences, 2023
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- Date Issued: 2023-04
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