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The impact of mobile banking application features and customer satisfaction on customer growth in South African banks
Mini Dissertation (MBA)--University of Pretoria, 2024.
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| Format: | Thesis |
| Language: | English |
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University of Pretoria
2025
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| _version_ | 1867613463642112000 |
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| access_status_str | Open Access |
| author2 | Chipp, Kerry |
| author_browse | Chipp, Kerry |
| author_facet | Chipp, Kerry |
| collection | Thesis |
| dc_rights_str_mv | © 2024 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
| description | Mini Dissertation (MBA)--University of Pretoria, 2024. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/102060 |
| institution | University of Pretoria (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:36:33.236Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2025 |
| publishDateRange | 2025 |
| publishDateSort | 2025 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/102060 The impact of mobile banking application features and customer satisfaction on customer growth in South African banks Chipp, Kerry ichelp@gibs.co.za Viljoen, Adrian John-Paul UCTD Mobile Banking Customer Acquisition TAM UTAUT2 South Africa Brand Attachment Customer Satisfaction Mini Dissertation (MBA)--University of Pretoria, 2024. The South African banking sector faces intensified competition and rapid digital transformation, creating both challenges and opportunities in customer acquisition. This study examined the influence of mobile banking application features on customer acquisition, with a focus on customer satisfaction as a mediating factor. Guided by the Technology Acceptance Model (TAM) and Unified Theory of Acceptance and Use of Technology (UTAUT2), the study analysed Perceived Ease of Use (PEOU), Performance Expectancy (PE), Trust, Brand Attachment (BA), and Perceived Monetary Value (PMV) in shaping customer acquisition. A quantitative, cross-sectional approach was used, and data from South African mobile banking users were analysed through Structural Equation Modelling to assess both direct and indirect effects. Findings revealed that PEOU, PE, and Trust indirectly impact acquisition through satisfaction, while BA and PMV exert direct effects on acquisition. Facilitating Conditions (FC) had a negative effect, suggesting that robust infrastructure is expected rather than a competitive advantage in the South African market. The study suggests that banks in mature digital markets like South Africa should enhance the overall mobile experience, leverage brand attachment, and emphasise cost-effective options to attract and retain customers. These insights offer a strategic roadmap for South African banks to align digital offerings with user expectations and local market dynamics. Gordon Institute of Business Science (GIBS) MBA Unrestricted Gordon Institute of Business Science (GIBS) SDG-08:Decent work and economic growth SDG-09: Industry, innovation and infrastructure 2025-04-15T07:51:28Z 2025-04-15T07:51:28Z 2025-05-05 2024-11 Mini Dissertation * A2025 http://hdl.handle.net/2263/102060 en © 2024 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | UCTD Mobile Banking Customer Acquisition TAM UTAUT2 South Africa Brand Attachment Customer Satisfaction The impact of mobile banking application features and customer satisfaction on customer growth in South African banks |
| title | The impact of mobile banking application features and customer satisfaction on customer growth in South African banks |
| title_full | The impact of mobile banking application features and customer satisfaction on customer growth in South African banks |
| title_fullStr | The impact of mobile banking application features and customer satisfaction on customer growth in South African banks |
| title_full_unstemmed | The impact of mobile banking application features and customer satisfaction on customer growth in South African banks |
| title_short | The impact of mobile banking application features and customer satisfaction on customer growth in South African banks |
| title_sort | impact of mobile banking application features and customer satisfaction on customer growth in south african banks |
| topic | UCTD Mobile Banking Customer Acquisition TAM UTAUT2 South Africa Brand Attachment Customer Satisfaction |
| url | http://hdl.handle.net/2263/102060 |