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Moderating effect of service innovation in the Unified Theory of Acceptance and Use of Technology model – a mobile banking app perspective
Mini Dissertation (MPhil)--University of Pretoria, 2020.
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| Format: | Thesis |
| Language: | English |
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University of Pretoria
2021
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| _version_ | 1867613435357822976 |
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| access_status_str | Open Access |
| author2 | Petzer, Danie |
| author_browse | Petzer, Danie |
| author_facet | Petzer, Danie |
| collection | Thesis |
| dc_rights_str_mv | © 2021 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 (MPhil)--University of Pretoria, 2020. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/80482 |
| institution | University of Pretoria (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:36:06.245Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2021 |
| publishDateRange | 2021 |
| publishDateSort | 2021 |
| 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:2263/80482 Moderating effect of service innovation in the Unified Theory of Acceptance and Use of Technology model – a mobile banking app perspective Petzer, Danie ichelp@gibs.co.za Morathi, Raisibe UCTD Mini Dissertation (MPhil)--University of Pretoria, 2020. The retail banking sector is undergoing unprecedented business disruptions due to changing consumer patterns and increased competition from non-banking institutions. The most practical responses to these new risks are digitalisation of the retail banking services and sourcing pragmatic approaches to transform the business strategies and operating models. This study focuses on understanding customer behaviour intentions when new digital innovations are introduced by retail banks. The study centres on mobile banking apps as a use case, examining behaviour intentions of customers who have already registered for the mobile banking app, with the analysis conducted using the unified theory of acceptance and use of technology model. In addition to the constructs in the unified theory of acceptance and use of technology model, personal innovativeness was incorporated as an antecedent. The analysis includes service innovation as a moderator. A quantitative study was conducted based on covariance-based structural equation modelling to test the hypotheses. The main findings were that facilitating conditions and personal innovativeness have a positive and significant relationship with behaviour intentions, whilst effort expectancy has a negative but significant relationship with behaviour intentions. Service innovation moderates the relationship between all the antecedents and dependent variables, with the exception of social influence. The implications for retail banks are that the service provider’s role is significant in enabling behaviour intentions with the key indicators highlighted by facilitating conditions and service innovation. As a contribution, retail bankers must note that technology companies continue to gain competitive edge in the digitalisation of financial services offerings and may out-compete banks over time given their stronger disposition to service innovation. Gordon Institute of Business Science (GIBS) MPhil Unrestricted 2021-06-22T12:29:15Z 2021-06-22T12:29:15Z 2021/04/14 2020 Mini Dissertation Morathi, R 2020, Moderating effect of service innovation in the Unified Theory of Acceptance and Use of Technology model – a mobile banking app perspective, MPhil Mini Dissertation, University of Pretoria, Pretoria, viewed yymmdd <http://hdl.handle.net/2263/80482> http://hdl.handle.net/2263/80482 en © 2021 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 Moderating effect of service innovation in the Unified Theory of Acceptance and Use of Technology model – a mobile banking app perspective |
| title | Moderating effect of service innovation in the Unified Theory of Acceptance and Use of Technology model – a mobile banking app perspective |
| title_full | Moderating effect of service innovation in the Unified Theory of Acceptance and Use of Technology model – a mobile banking app perspective |
| title_fullStr | Moderating effect of service innovation in the Unified Theory of Acceptance and Use of Technology model – a mobile banking app perspective |
| title_full_unstemmed | Moderating effect of service innovation in the Unified Theory of Acceptance and Use of Technology model – a mobile banking app perspective |
| title_short | Moderating effect of service innovation in the Unified Theory of Acceptance and Use of Technology model – a mobile banking app perspective |
| title_sort | moderating effect of service innovation in the unified theory of acceptance and use of technology model a mobile banking app perspective |
| topic | UCTD |
| url | http://hdl.handle.net/2263/80482 |