Individual Differences Versus Consumer Readiness Variables Predictive Power Over Internet Banking Adoption in South Africa

Self-service banking technology is gaining recognition globally in spite of its numerous challenges. Debit cards, ATMs and other Self Service Technologies (SSTs) are well received in South African market; however, customers seem cynical about Internet Banking (IB). IB consumer’s adoption patterns frameworks are tested within this paper based on a framework providing for the South African market with the best explanatory power. Thus, investigating consumer readiness (CR) and individual differences (IDs) variables as common groupings usually cited in the literature consumer variables predictive efficacy, provide better understanding of the consumers towards SSTs in South Africa.CR comprises role clarity, ability and motivation (extrinsic and intrinsic), while IDs includes inertia, technology anxiety, need of interaction, previous experience and demographics. This study purposes to identify among IDs and CR variables, which one with greater predictive power on IB adoption in South Africa.Considering this gap within the body of knowledge, in relation with IB adoption behaviour among the South African consumer is therefore the present article primary objective. Consumer’s individual differences (technology anxiety and education variables specifically) as exogenous variables, through a large sample size (n=1516), descriptive quantitative analysis, were found in context of South African market with greatest predictive power for IB adoption by comparison over consumer readiness. In South Africa particularly for marketers, these findings therefore are a set of relevant keys that can be useful in promoting IB adoption.&nbsp

Internet Banking Adoption in South Africa: The Mediating Role of Consumer Readiness

The recent rapid development of Internet banking (IB) around the world is not without certain challenges. For instance while a majority of banking SSTs (Self Service Technologies, e.g. ATMs and debit cards) have been well received by the South African market, consumers seem sceptical towards Internet banking. This paper seeks to test various conceptual frameworks of consumer adoption patterns of IB with the view of a framework with the greatest explanatory power for the South African market. To achieve the stated objective of a framework for IB adoption in South Africa, this paper suggests an approach not yet undertaken, according to the literature review conducted, within the South African retail banking industry – investigating a comparison of the predictive efficacy of two common groupings of variables most cited in the consumer behaviour literature as important determinants of adoptive behaviour in SSTs. These are: perceptions of innovation characteristics and consumer readiness (CR) variables. Therefore, the primary objective of this article is the consideration of this gap within the body of knowledge around South African consumers’ IB adoption behaviour. Through a descriptive quantitative analysis of 1516 large sample size, innovation characteristics as consumer’s perceptions (complexity, perceived risk notably) or views (endogenous variables) were found with greatest predictive power over IB adoption, in the South African consumer market context. This finding is therefore for marketers (particularly in South Africa) a set of useful tools that can be relevant to promote the adoption of IB

The adoption of tablet PCs by South African college students: an application of the technology acceptance model

This paper reports the results of a study that investigated South African tertiary education students' adoption patterns of tablet PCs as an e-learning medium. Utilizing structural equation modelling techniques, the study tested the hypothesized effects of perceived ease of use and perceived usefulness, two constituent variables of the technology acceptance model (TAM), to predict the adoption of tablet PCs among college students. Self-completion questionnaires were used to collect data from a sample of 344 students from a South African college. From the study, two important findings were made. First, the association of innovation awareness and adoption was established. Second, the relationship among perceived ease of use, perceived usefulness, and the adoption of new technology in situations involving discontinuous innovations is clarified. In addition, the study makes two contributions. It is the first to utilize structural equation modelling to study the adoption of tablet PCs within the context of e-learning in South Africa. More importantly, the study develops a technology usage model for discontinuous e-learning innovations.

Questioning the sustainability of pro-poor consumer lending in Pretoria : a qualitative case study

•• Objective: This article aims to assess the impact of microfinance’s consumer-lending approaches in supporting financial and poverty alleviation objectives. •• Research design and methods: A qualitative case study of one microfinance organisation in Pretoria was conducted. Data was collected using a semi-structured questionnaire. •• Main results and findings: Microfinance has great potential to stimulate financial stability at local levels. Results suggest that presently financial sustainability is the primary concern of microfinance institutions, and to improve their financial viability, they are progressively offering a wide variety of products and services similar to those of banking institutions. •• Conclusion and contribution to the body of knowledge: As with other financial services providers, past demarcations of financial institutions appear to be fast diminishing. To remain competitive, as it targets higher LSM markets, the MFI increasingly is improving its corporate image and identity

South African Consumers’ Complaint Patterns

Service failure is an inevitable part of business. Customers sometimes engage in complaint behaviour as a way of expressing feelings of dissatisfaction following poor service episodes. When complaining, consumers engage in various forms of post-purchase behaviour, such as voice response actions, third-party actions, and private actions. However the level of consumer politeness may influence the manner in which customers complain. It is important for businesses to understand the antecedents and consequences of complaint behaviour, so as to develop complaint resolution strategies. Against this background, the purpose of this study is to discover the relationship between consumer politeness and consumer complaint behaviour. A measuring instrument developed by Lerman (2006) was adapted and used to collect data from consumers in Pretoria. Results suggest a three-dimensional consumer complaint framework. Demographic profiles do not seem to correlate with the level politeness suggesting that customers across the board engage in complaint behaviour. While there is a critical mass of consumer complaint behaviour research in the developed world, in developing nations such as South Africa, research in this area is still limited. Given the significance of consumer complaints, this study could provide useful insights for both academics and practitioners

Governance and regulation of the tourism industry: An internet marketing perspective

The purpose of this qualitative study is to establish governance and regulation issues pertaining to Internet marketing approaches within the South African tourism sector. The study focuses on the norms and practices of Internet marketing among small-scale lodging establishments in Bushbuckridge – a small tourist town in northeast South Africa. In-depth interviews were collected from eight participating bed and breakfast (B&B) owners. Findings revealed that, while Internet awareness was quite high, only a few B&Bs utilised the Internet for marketing. Participants cited lack of clear industry guidelines on Internet marketing approaches as well as limited Internet experience, among others, as barriers to adoption. Implications and recommendations of the study are presented within the ambit of the existing literatur