OpenUCT :: Browsing by Author "Kabanda, Salah"

Browsing by Author "Kabanda, Salah"

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Open Access
Accessibility of E-government Services for Persons with Disabilities in Developing Countries- The Case of Ghana
(2020) Agangiba, Millicent Akotam; Kabanda, Salah; Brown, Irwin
Several benefits have been attributed to E-government, including the potential to promote independence and belongingness for persons with disabilities (PWD) by enhancing participatory and inclusive governance. Hitherto, government services that required several and long journeys followed by long queues waiting for service at government offices can now be accessed online irrespective of the geographical location via E-government services. As a result, developing countries like Ghana continue to commit resources to the implementation of E-government to harness the associated benefits. Accessibility has been acknowledged, by both practitioners and those in academia, as a key consideration to prevent disparities among citizens which may put PWD at risk of exclusion. However, providing solutions to accessibility challenges for PWD has consistently proven difficult in most E-government implementation projects in developing countries. Therefore, this study investigates the accessibility of Egovernment services for PWD in Ghana with the aim of identifying how key E-government stakeholders perceive accessibility and the contextual drivers that lead to the exclusion of PWD in the development of E-government services. Also, this study seeks to understand if and how these stakeholders and contextual drivers reinforce the exclusionary process. The study employed an interpretive, inductive approach, with sensitising concepts from Egovernment accessibility literature, and the social exclusion framework. Multiple data collection methods were used, namely; observations as a preliminary step to obtaining a better understanding of how the visually impaired use ICTs; interviews as the primary data collection technique from 37 participants; and document analysis. The study involved 3 groups of participants: the visually impaired, E-government web developers and government officers. Data analysis was carried out in two phases- firstly thematic analysis was used to report on perceptions of government officers and developers on accessibility and the experiences of PWD. Contextual drivers impeding accessibility and affecting accessibility experience of PWD were also derived from the thematic analysis. Secondly, E-government and disability policy documents mentioned in interview discussions were analysed using content analysis. The findings of the content analysis were used to validate, clarify and to conduct post-interview checking. The findings show that government officers and developers play a key role in the development of E-government services. Whilst Government officers and developers were identified as powerful agents whose practices determined the accessibility of services that were developed; PWD were side-lined and not involved in the E-government development project. Also, perceptions of government officers and developers on accessibility vary from those of PWD. While government officers and developers believe that with little assistance from third parties PWD can access E-government services, PWD perceive accessibility should offer them the independence to retrieve government information and engage in electronic transactions of their choice. Evidently, accessibility perceptions of E-government implementers differ from that of PWD. Further, the findings show that exclusion of PWD from E-government services is as a result of the intertwining of several contextual drivers, including political, socio-cultural, technological and personal. Political, socio-cultural and technological drivers influence the perceptions and practices of government officers and developers and determine their responses to the accessibility needs of PWD. Personal drivers limit the capabilities of PWD to access Egovernment services and impact on their accessibility experiences. Contextual drivers independently facilitate the exclusion of PWD; however, their interactions with government officers and developers shape their perceptions and constitute crucial exclusionary forces. These exclusionary forces when fed into the development of E-government services reinforce the exclusion of PWD. Given that personal drivers limit the capabilities of PWD, their inabilities to act as change agents reinforce their exclusion. Moreover, power differentials among stakeholders play a vital role in the exclusionary process. The study contributes to better understanding of influences on the E-government development process, how services become inaccessible and the accessibility challenges PWD face. Practically, the study has several implications on the development and implementation of E-government services in developing countries like Ghana. For example, the findings are useful to inform the political leadership on policies and structures to put in place to enhance the accessibility of Egovernment services for PWD.
Open Access
Bring Your Own Device (BYOD) adoption in South African SMEs
(2016) Akin-Adetoro, Adedolapo; Kabanda, Salah
The advancement in technological development is now altering the conventional order in the diffusion of IT innovation from a top-down approach (organisation to employees) to a bottom-up approach (employees to organisation). This change is more notable in developed economies and has led to the Bring Your Own Device (BYOD) phenomenon which promises increased productivity for employees and their organisations. There have been several studies on the corporate adoption of BYOD but few have investigated the phenomenon from a small and medium enterprise (SME) perspective and from developing countries specifically. This study investigated the BYOD phenomenon in South African SMEs. The goal was to identify contextual factors influencing BYOD adoption with the purpose of understanding how these factors shaped and reshaped by SME actions. The Perceived EReadiness Model (PERM) was adopted to unearth contextual BYOD adoption factors, while the Structuration Theory was adopted as the theoretical lens from which the social construction of the BYOD phenomenon was understood. The study adopted an interpretive stance and was qualitative in nature. Data was collected from SMEs using semi-structured interviews, and analysed using a thematic analysis approach. The findings show that for BYOD to be adopted and institutionalized in an SME there needs to be organisational readiness in terms of awareness, management support, business resources, human resources, employees' pressure, formal governance, and technological readiness. Specifically, business resources, management support and technological readiness were perceived to be of the outmost importance to the success of BYOD. Environmental factors of market forces, support from industry, government readiness and the sociocultural factor are identified. Findings from the structuration analysis reports the presence of rules and resources (structures) which SMEs draw upon in their BYOD actions and interactions. It provides understanding on the guiding structures such as "no training" and "no formal governance" within which BYOD meanings are formed, and actions such as allowing employees to use their devices to access organisational resources without the fear of security breaches and data theft, are enacted. While it is true that the successive adoption of ICTs in organisation depends on the availability of a conducive formal policy, findings in the study show that SMEs used their business resources and management support as guiding structures of domination which were legitimized by internal informal verbal rules, lack of an institutional BYOD specific policy, minimal industry support; and the presences of social pressure.
Open Access
Exploring how students' experience of remote learning in historically disadvantaged Universities of South Africa shape their perception of remote learning
(2025) Tyutyu, Anelisa; Kabanda, Salah
Remote learning, a means of delivering education online or in the absence of physical presence, emerged as an alternative to traditional teaching during the COVID-19 pandemic. Since then, its use has become widespread in most higher education institutions. However, in emerging economies and particularly in Africa, its implementation and use remain limited, especially in universities referred to as Historically Disadvantaged Universities (HDIs). These institutions are usually found in rural areas, have limited resources, and continue to service disadvantaged communities. Although remote learning has received attention by several scholars, few have examined remote learning from institutions that are characterised as historically disadvantaged. With this limitation, the contextual challenges experienced by students when engaging in remote learning in these institutions is unknown. The goal of this study is therefore to explore how students experience of remote learning in historically disadvantaged universities of South Africa shapes their social, cognitive, and learning presence in the remote learning environment. Qualitative data using in-depth semi structured interviews was collected from 14 participants from four South African HDIs. The interviews were guided by key constructs from the Community of Inquiry framework and Ubuntu philosophical ideals. These interviews were analysed using thematic analysis after transcription. The findings show that factors that influenced remote learning in HDIs were (i) a perceived sense of community, (ii) the ready availability of institutional resources and academic staff support and presence for remote learning; (iii) and access to digital platforms. These findings have implications for practice, particularly educators and technology implementors in the education sector; as well as for policy development.
Open Access
Exploring the challenges and implications of designing, developing and implementing accessible e-government services
(2022) Abdurahman, Saleem; Kabanda, Salah
E-Government is perceived to be a vehicle for transforming how governments deliver public services and interact with each other and with their citizens as well as businesses. Governments present their services via their online websites. It is therefore paramount that e-Government services are accessible and well-designed to allow all those who use the services the ability to use them. Yet, accessibility of e-Government websites continues to remain a challenge to people with disability (PWDs) worldwide, and more so in low to middle income countries where the majority of PWDs reside. This dissertation examines the challenges e-Government designers and developers face when designing and implementing accessible e-Government services with the key purpose of understanding how these challenges affect their current practices of designing and implementing accessible e-Government services. The study employed qualitative techniques, specifically qualitative semi-structured interviews to collect primary data from government employees working as developers, designers, business analysts, and the management team. For triangulation purposes, secondary data from South African government websites was collected to identify and understand how government is incorporating accessibility into its policies and legislatures. The data was analysed using a thematic analysis. The findings present six challenges: legacy and bespoke systems, human and financial resources, stakeholder awareness of accessibility, monitoring of accessibility, collaboration in prioritising of accessibility and management support. All of which influence the design and implementation of accessible e-Government services. Furthermore, these findings explain how these challenges affect the current practices of designing and implementing accessible eGovernment services. Identified common practices include championing accessibility, adoption of an omni channel approach as well as digital learning and awareness, development of inhouse guidelines and best practices as well as support for developing assistive technologies. The study discusses the implications of these findings for future studies.
Open Access
Institutionalization of E-commerce in Women-led SMEs - A Least-developed Country Context
(2018) Matsinhe, Fernanda Ernestina; Kabanda, Salah
This dissertation reported an investigation of e-commerce institutionalization process in women-led SMEs in Mozambique. The goal was to understand how e-commerce is conceptualized by these SMEs while exploring the contextual factors that contribute or inhibit the process of institutionalization from the unique perspective of a least developed country (LDC) such as Mozambique. The study combined the perspectives offered by the contextualist theory (Pettigrew, 1985) and the Perceived E-readiness Model (PERM) (Molla & Licker, 2005a) to employ an integrated framework for investigating the process of e-commerce institutionalization. An interpretative and qualitative multiple case study approach was employed as a methodological basis, using six SMEs which have been able to institutionalize e-commerce. The data collection was conducted through multiple data sources including semi-structured interviews, analysis of company website, and social media platforms. Data were analysed using a thematic analysis approach across the cases. The findings indicate that there are different patterns of e-commerce institutionalization. SMEs do not always follow the traditional steady stages of e-commerce growth described in the literature. Furthermore, the results showed a socially constructed feature of e-commerce characterized by the extensive use of social media networks. A great levels of institutionalization and satisfaction was attained when enabling factors within and outside the organization interacted positively. Within the internal context of the organizations, the SMEs manager’s capability to use social media networks, e-mail and mobile phones to build innovative business models, create direct relationships with customers, and marketing direct to their niche markets. Factors from the external context emerged as the main challengers to the process of institutionalization, specifically the challenges faced by the government, market forces, supporting industries, and those of sociocultural nature. A number of important recommendations were made, for example, the government should not only provide the regulatory framework but also work actively in its promotion and implementation. This should encompass the establishment of networks and training opportunities to improve SMEs knowledge regarding e-commerce, and continuous partnership between the various stakeholders involved in the e-commerce ecosystem in addressing the various environmental challenges. By conducting an investigation on the selected women-led SMEs in Mozambique, this study has extended knowledge of e-commerce research in the country. Additionally, it is an important contribution for the debate about e-commerce in developing countries, specifically a better understanding of SMEs that go beyond the initial adoption phase.
Open Access
Lack of adoption of electronic Medical Records Systems in developing countries. A case study of Zimbabwe
(2019) Mhembere, Taurai Brian; Kabanda, Salah
This study explored the phenomenon of electronic medical records systems in Zimbabwean primary healthcare institutions. The goal of the study was to investigate the lack of adoption of electronic medical records systems by primary healthcare institutions in developing countries using an interpretative case study approach focusing on the Zimbabwean context. Despite the positive benefits that are associated with EMRs, developing countries have been reluctant in implementing this technology within their primary healthcare institutions. A number of studies have been conducted on EMR systems but only a few have investigated the reasons for the limited use of EMR technology in developing countries particularly within the Zimbabwean context. This study primarily adopted a case study approach and was qualitative in nature. The study made use of in-depth interviews to obtain its data, and purposive sampling method was used to identify participants for the study. The study made use of a sample size of fourteen respondents who were identified based on their knowledge and could assist explore this particular topic relevant to the research. The targeted population for this research were key staff members privy to patients’ medical records management within the primary healthcare facilities. The data collected was analysed using thematic analysis soon after the transcription process. The results of the study show that EMRs technology in Zimbabwe has been implemented on a limited scale within its public hospitals. The technology is being used mostly in HIV/AIDS management or in particular departments. The study reveals that although healthcare institutions in Zimbabwe have adopted EMRs technology, most of the information is still being archived on the paper based system. The findings of the study show that Zimbabwe hasn’t adopted EMRs due to challenges such as lack of proper infrastructures, resistance in the use of EMRs, remoteness, shortages in skilled labour and concerns of confidentiality and privacy. Furthermore, the study shows that though the application of the EMR system is limited in Zimbabwean hospitals, the study found that its benefits have been noticeable. EMR technology has made it easy to access information, averted redundant expenditure and has made time improvements. However, the study revealed that EMR systems come with their own shortcomings such as lack of access to patient documents due to network faults and the need for familiarity with computer systems.
Open Access
Perceived influence of cybersecurity on the intention to use mobile banking applications
(2019) Chikoo, Ishmael; Kabanda, Salah
Banking institutions see the adoption and usage of mobile devices for banking namely mobile banking as an innovative financial service delivering strategy that bridges the gap between customers and banks. Mobile banking eliminates the need to visit bank branches for banking services and it eliminates the need to only perform banking services within fixed business hours. In mobile banking, mobile devices such as a cellphone, smartphone, or tablet’ are used to conduct non-financial and financial transactions such as checking account status, transferring money, making payments, or selling stocks. Mobile banking is suggested to take over the banking sector because it is economising and timesaving benefits. Despite these benefits, the adoption rate amongst consumers remains low, especially in developing countries where there is a knowledge gap in understanding why consumers do not engage in the frequent use of mobile banking applications. Apart from several factors identified in previous literature on mobile banking as influencers of limited usage and adoption of mobile banking, trust remains an important factor in the intention to adopt or use mobile banking applications. Also, because of the increasing prevalence of cyber threats in developing countries, the influence of cybersecurity is still questionable on their influences on the intention to adopt or use mobile baking applications. The increase in cyber threats and attacks has birthed the need for cybersecurity to be addressed. Given that most financial institutions see mobile banking as a strategy for their competitive advantage; it is important that they understand how best to address consumer’s fears brought about by cybersecurity threats. Literature has not covered more ground on the analysis of mobile banking applications (Uduimoh., Osho., Ismaila, & Shafi’i, 2019). The purpose of this study is to investigate the perceived influence of cybersecurity on the user’s intentions to use mobile banking applications. The study identified seven salient cybersecurity factors that influence the intention to use mobile banking applications. These cybersecurity factors were grouped into two groups, namely intrinsic factors and extrinsic factors and resulted in the development of a conceptual model. With this model, hypothesises were developed and tested statistically using quantitative data from an online selfadministered Qualtrics survey questionnaire. Data collected from 90 participants was statistically analysed in Smart PLS 3 (a quantitative data analysis software). Structural Equation Modeling (SEM) and Partial Least Squares path modelling approaches were adopted for data analysis. Hypothesis testing was performed on salient factors that influence the perception of cybersecurity on the intention to use mobile banking applications. The findings concluded that salient significant factors that influence the perception of mobile banking cybersecurity on the intention to use mobile banking applications were perceived data confidentiality and cybersecurity awareness. As a result, the study concluded that one’s perception on ability to avert cybersecurity threats and attacks, how they perceived the protection of their data from being modified by unauthorised users, how they perceive their data to be kept confidential and their knowledge of cybersecurity from legitimate sources influences their intention to use mobile banking applications. Finally, this study investigated the empirical evidence of the knowledge gap concerning the perceived influence of cybersecurity on the intention to use mobile banking applications.
Open Access
Risk Mitigation Strategies in Information Systems Continuity Plans for Public Institutions: The case if Industrial Development Zones (IDZs)
(2018) Tom, Mbulelo; Kabanda, Salah
Information systems (IS) and new technologies have become an integral part of conducting business in today’s world. Almost all organisational sectors have adopted the use of IT systems and applications to conduct business and stay competitive in the industry within which they operate. However, if not well managed, Information Technology (IT) usage has the potential to expose organisations to various threats and vulnerabilities, which can have disastrous consequences. A risk mitigation plan is a strategy that helps an organisation to deal with a wide range of unexpected events. It covers a long-term plan and strategy that acts as a safety net to both avert a disaster and ensure long term survival. The purpose of this study is to examine risk factors and associated mitigation strategies in public organisation. The case study is the Industrial Development Zone (IDZ) of South Africa. The study had two objectives: (i) identify risks associated with IDZ; and (ii) examine how IDZ address risk mitigation strategies. A qualitative enquiry was used to carry out the study. Data was collected via interviews that were conducted with executive and other key managers from the IDZ. The study identified human, organisational and technological risk factors as those that impact mitigation strategies in public institutions of South Africa. Proposed contextual solutions for these challenges included: (i) the adoption of mobile solutions and on-going research of new mobility solutions so as to keep up to date with technological advancements; (ii) the regular update of security policies of the organisation so as to align with environmental challenges; and (iii) on-going continuous security checks to evaluate and test disaster preparedness. Awareness of tools and applications used to address mitigation was seen as a key technological factor. This study contributes to a better explanation of the challenges faced by IDZs in the developing country of South Africa, and puts forward recommendations for practice.
Open Access
Seeking legitimation from stakeholders in the implementation of e-procurement- the case of the government of Mauritius
(2025) Mohungoo, Idah; Brown, Irwin; Kabanda, Salah
Legitimation of organizational activities by stakeholders is necessary for an organization's survival. If stakeholders consider organizational activities and the ensuing changes as desirable, appropriate, and acceptable, they will endorse their support and acceptance accordingly, and hence grant their legitimation. The implementation of information systems is among the key organizational activities that stakeholders are likely to support and approve if they hold the belief that the proposed systems and the resulting changes will be beneficial for them. Legitimation of large-scale public sector information systems is becoming increasingly important as information systems (IS) failure in the public sector is still rampant, wasting significant amounts of taxpayer money. There is scarce research on such an important issue in the information system domain. This research investigates the legitimation-seeking process in the implementation of an inter-organizational system, public e-procurement. It identifies the legitimation strategies associated with the activities carried out by the project team to gain the support of the stakeholders including end-users from public sector organizations and suppliers of goods, consultancy, and services from the private sector. The study was conducted in the Republic of Mauritius. The Government of Mauritius entrusted the responsibility of driving the e-procurement project to the Procurement Policy Office which constituted a project team for undertaking the implementation of the inter-organizational information system. The research sets out to understand the experience of both the project team and the end-users who were involved in the implementation of e-procurement in the Government of Mauritius. The research sought to obtain in-depth insight into the meanings and perspectives underlying the legitimation activities of the project team and the perceptions of the stakeholders as the implementation process unfolded. An interpretive research paradigm, along with an abductive research approach were followed and a single case study method was employed. Data was collected through semi-structured interviews, documentary evidence, and observations. The findings of the case study reveal successful legitimation of e-procurement in only a few public sector organizations while legitimation failure was noted in several public bodies. Success was characterized by routinization of e-procurement and consistent use of the online bidding module. The project team undertook several legitimation activities as part of their implementation efforts to obtain stakeholders' legitimation. Successful attempts to gain stakeholders' legitimation contributed to the success of e-procurement implementation. A failure to gain stakeholder legitimation led either to a fallback to former methods of procurement or part-usage of e-procurement. The end users of those public sector organizations that experienced only a part-usage outcome did not routinize e-procurement. Instead, they developed a ‘comply and complain' scenario and depended heavily on the e-procurement implementation team for assistance for doing online bidding. The study presents a set of legitimation strategies which were employed by the project team. The findings also demonstrate the key importance of championship within each public sector organization for seeking and gaining legitimation for inter-organizational information systems. This research has shown that obtaining legitimation is essential in implementing a governance-driven information system that will be accepted by stakeholders. As a contribution to practice, this study emphasizes the importance of leaders building their image and reputation before engaging in the process of acquiring stakeholders' legitimation. The research concludes with the development of a modified legitimation activity model outlining practical suggestions for carrying out legitimation activities in inter-organizational information systems projects.
Open Access
The actualization of the social media affordance for sociality in an informal learning environment: the case of Saudi Arabia
(2025) Almukhaylid, Maryam; Kabanda, Salah
Problem statement: Informal learning, which occurs outside formal educational institutions and is characterized by the learner's autonomy and self-direction, has not been afforded the same academic attention as its formal counterpart. Social media is being used as a tool for informal learning spaces in Saudi Arabia. Despite the growing use of social media platforms for learning, researchers have yet to reach a consensus on the specific informal learning behaviours exhibited by learners who use technology to facilitate their education. Consider explaining how social media affordances for sociality may be actualized for the greatest benefit of learners in the future. Additionally, it is crucial to examine the factors that influence the realization of these affordances and how they impact informal learning behaviours. Purpose of the Study: The primary objective of this study was to investigate the actualization of social media affordances for sociality among informal learners in Saudi Arabia. The study examined the influencing factors and the effects of actualization on informal learners. To achieve this objective, the study identified the social media affordances for sociality in the informal learning environment and elucidated the actualization process. Additionally, it discussed the main factors influencing actualization and the effects of the actualization process. Research methodology: To deepen our comprehension of informal learners' experiences, this research investigates their interactions within the actual context of informal learning via social media platforms. Employing explanatory methods within the framework of an interpretivist paradigm, the study aims to interpret and understand the nuances of their learning experiences. The study also drew upon affordance theory and social cognitive theory as a lens to understand the social media affordances for sociality actualization in informal learning contexts. Semistructured interviews, focus group discussions, online observations, and documents were employed as data gathering methods in this study. For the study, participants among informal learners in Saudi Arabia were selected using purposive and snowball sampling techniques. The thematic analysis method was employed in this study to analyse the collected data. Key findings: The research revealed that informal learners in Saudi Arabia effectively leverage the affordances for sociality provided by social media platforms to meet their learning requirements. However, the findings show that there are personal, environmental and technological factors influencing Saudi informal learners' actualization of the social media affordances for sociality. The study identified and explained the key affordances for sociality that are especially pertinent to Saudi informal learners, finding that informal community of practice, enrichment of knowledge and skills, development of personal branding, and enhancement of reputation constitute the principal outcomes of these affordances' actualization. Contribution: This study has made a contribution to knowledge, theory, and practice. Initially, the study suggests theoretical propositions that explain how informal learners actualize social media affordances for sociality. The findings could provide valuable insights for comparable contexts in other countries. The study use of affordance theory in conjunction with social cognitive theory to explain the observed phenomena represents a significant theoretical contribution. It discusses the affordances for sociality of social media from an IS research standpoint. Furthermore, the research offers practical ways for fostering socialization on social media platforms as a tool of informal learning. These insights have the potential to be particularly beneficial for informal learners seeking to enhance their learning behaviours through social media. The study's insights into social media's role in informal learning can support initiatives that encourage Saudis to embrace continuous learning beyond formal education. This aligns with the broader goal of developing a knowledge-based society and social skills that are in line with Saudi Vision 2030.
Open Access
The effects of cyber fraud on higher education financial aid students in South Africa
(2025) Hutchinson, Gershon; Kabanda, Salah
Due to the exponential growth of the internet, cyber fraud has become an increasingly prevalent issue globally, and South Africa is no exception. Financial aid is critical to enabling higher education for many South African students, particularly those from disadvantaged backgrounds. The NSFAS has repeatedly cautioned students regarding fraudsters using a variety of techniques, including phishing, vishing, spoofed websites, and social media, which criminals employ to access their allowances. Yet, cyber-crime, particularly cyber fraud continues to infiltrate the higher education sector and many others in South Africa. Understanding the unique challenges faced by South African higher education financial aid students concerning cyber fraud is essential for developing preventive strategies and providing support. It is crucial to understand the effect of cyber fraud on these students, as cyber fraud can severely affect their educational opportunities and well-being. The goal of this study is to identify and understand how South African higher education financial aid students perceive cyber fraud; and how cyber fraud affects them. The study employed a qualitative research design and utilized purposive and snowball sampling techniques to select participants. A semi-structured interview instrument, informed by existing academic literature, guided the conversation. Thirty active semi-structured interviews were conducted with students affected by cyber fraud to gain a comprehensive understanding of the topic. Inductive thematic analysis was employed for data analysis. Patterns in the data were identified, grouped to form overarching themes. The findings show that all participants in this study experienced financial losses. The study found that 90% of participants had no formal or informal training on cyber fraud. The data suggests that most students lack the knowledge and skills to identify and protect themselves against fraudulent activities. Sixty-two percent of participants reported that the cyber fraud had a negative effect on their education, with 27% confirming that it affected their grades and 35% dropping out of school. The study found that some victims coped better than others, with those having financial or emotional support recovering more easily. The findings underscore the urgent need for training and awareness programs tailored explicitly for financial aid students, particularly those receiving financial aid for the first time. Beyond the immediate financial losses, the study also highlights the psychological, emotional, behavioural, and secondary affects experienced by affected students. It underscores the crucial role of support systems in determining students' academic success. Future research could explore the most effective methods for delivering training and awareness programs to financial aid recipients to protect them from cyber fraud.
Open Access
The Impact Of Mobile Banking Customer Experience On Loyalty Among Millennials In South Africa
(2020) Ncube, Justice; Kabanda, Salah
The modern environment of pervasive interconnectedness via mobile devices and services makes it important to understand the nature of customer-bank interactions and relationships. Businesses that offer mobile banking are trying to provide their customers with improved customer service and experiences. The objective of this study is to examine how customer experience of mobile banking influences loyalty towards the bank. This study focuses on the millennials in South Africa. Banks need to remain competitive in the ever-changing business environment. Millennials are one of the largest customer segments with a large digital and mobile appetite; as a result, they form a natural target for banks. To increase their customer base, banks need to ensure that their customer experience strategy caters for these young customers in accordance with their expectations. However, customer experience within mobile banking is under researched. Previous studies in this research area have focused on customer experience in traditional banking context. This study tries to fill the gap by exploring the factors that influence customer experience in mobile banking and also understand how this experience influences customer loyalty to their bank. Considering this, a broad literature review was done that revealed the factors that influence mobile customer experience. Based on literature a conceptual model was developed and this model was used a framework for investigating the research problem. This study used a mixed methods strategy and collected data from 344 mobile banking users via an online survey questionnaire and further, 10 semi-structured interviews were also conducted. The research hypotheses were tested through regression analysis and this resulted in 4 out of 8 research hypotheses being supported. Thematic analysis was used for both the open-ended questions in the survey and the 10 interviews. The results showed that convenience, ease of use and customization are the most significant factors that influence customer experience in mobile banking, whereas the customer experience was in turn found to have a significant influence on customer loyalty. Through conducting this research on millennials in South Africa, this study has expanded the knowledge of mobile banking research in the country. A valuable contribution was made by this study, as this study gave better insight into the factors that significantly influence the customer's experience of millennials in mobile banking. This study recommends that, it is important that banks as well as other firms that offer mobile banking offer a mobile app that is convenient and lets customers to perform their activities in a flexible way in their own time, easily and in a customizable manner. Therefore, should banks implement this study's recommendations it will be beneficial for them as this will result in increased loyalty of their millennial mobile banking customers.

Browsing by Author "Kabanda, Salah"

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