Browsing by Author "Nzama, Mbuso Emmanuel."

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Adoption of electronic banking distribution channels in South Africa: the Unified Theory of Acceptance and use of technology.
(2020) Nzama, Mbuso Emmanuel.; Mbhele, Thokozani Patmond.
Globally, every industry is on the path of a technological revolution that is radically shaping how people and organisations relate to the world and to one another. The Fourth Industrial Revolution’s (4IR) digital technologies are transforming supply chain management from a linear model to a more integrated model in which information flows in multiple directions. The invention of e-banking has provided customers with a whole new experience of banking services. In South Africa, banks have invested heavily in technological solutions. However, socio-economic complexities and challenges are slowing down the adoption of e-banking channels. This study examines the key determinants of the adoption and acceptance of electronic banking through the theoretical constructs of the extended Unified Theory of Acceptance and Use of Technology model (UTAUT2). The first research objective of the study was to determine the magnitude of acceptance and utilisation of downstream electronic banking distribution channels by generation-based clients. The second objective was to determine the effect of the cultural factor, uncertainty avoidance, on the use of electronic banking distribution channels. The third objective was to establish the downstream supply chain customer experience on the underlying impact of facilitating conditions on electronic banking systems. The penultimate objective was to determine the degree to which the downstream electronic banking simplicity practice influences usage of electronic banking distribution channels. The final objective was to develop the integrated electronic banking model that influences the downstream site generation-based customers. A self-administered questionnaire was used to collect data in this study where the purposive and simple random samplings were selected. The study applied a quantitative approach to a 307 sample size of students doing post-graduate qualifications from three Higher Education Institutions (HEIs) in Durban. The collected data were analysed using univariate, bivariate and multivariate methods. The findings revealed that facilitating conditions, effort expectancy, and social influence are key determinants that explain the users’ adoption and use of e-banking channels in South Africa. The study also revealed that uncertainty avoidance influences the use of e-banking channels. The retail banks can use these findings to further improve their electronic channels feature in the future.
Internal lean diffusion on streamlined-service operations : ABSA bank.
(2014) Nzama, Mbuso Emmanuel.; Mbhele, Thokozani Patmond.
Lean manufacturing is a business philosophy that continuously improved all process involved in service process irrespective of what types of product or service being provided. It provides highest level of customer service through systematic and continuing searching non-value-added activities and wastes and eliminating them. The current branch-based distribution models are no longer sustainable in most banks, and are unable to meet rapidly evolving customer needs and provide easy access to simplified banking services. This paper focuses on examining the impact of the streamlining of internal lean practices on service operations processes, specifically at ABSA Bank. The structured questionnaires were distributed to selected 15 Absa branches in Gauteng area for the study. The main purpose of this study is to examine the influence of internal lean-principled service operation processes on banking performance and customer centricity. Convenience sampling technique was used to collect data from employees of ABSA to get their perception of internal processes and the effect of technological self-service system that are aimed to improve customer service. Chi-square test was used to test the hypothesis. Technological banking services are meant to make customers’ lives easier. Surprisingly, the study findings illustrates that self-service systems at Absa branches do not facilitate simplicity in using banking services. The study showed distinctive results for the relationship between self-service systems, i.e. cash accepting ATMs, and speed of service provision, the simplicity of using banking services, and consistency in customer service. While the bank invests a lot of money on technological systems to enable customers to self-service themselves, the study reveals that customers are reluctant to use these systems, therefore stand in queues. On the other hand, the introduction of innovative technological banking services is meant to divert customers to automated services, therefore reduce pressure on bank service desk, but the study reveals that cycle times are relatively longer at ABSA branches due to inconsistency on internal processes; hence customers find themselves queuing for a long time. The findings suggest that to ensure streamlined operations processes, ABSA need to invest time on customer education about technological self-systems. Also, customers must initiate the value chain process, the bank need to adopt pull-approach by availing service catalogue for customers to choose services from. Simplicity, speed, and consistency are key elements on customer satisfaction when using banking services, the findings suggest that the bank need to improve cycle times by ensuring smooth flow of systems when servicing the customers. Further, this study illustrates that internal processes are explained by two elements, process engineering and customer centricity.