Research Reports: Faculty of Commerce

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An investigation of customers' perception of and experience with banking technology
(The IIE, 2020) Prinsloo, Rynhardt
This study sets out to examine customers' perception of and experience with banking technology/digital banking. This study uses semi-structured interviews from random bank customers, as the researcher will have to probe various points of feedback from the participants. This study attempts to gain a better understanding of bank customers' experiences with banking technology, and what contributes to said experiences. It will also be used to determine their opinion of advancing technology. The gathered data was compiled and thematic analyses was used to analyse the participant data. This was a qualitative study, approached from an exploratory perspective. The data revealed that there is a relationship between the factors that contribute to the experience of customers, related to digital banking. It also showed that in many cases, it not just a clear cut "Yes" or "No", as it depends on the context/situation. This hinted at possibly more variables affecting customers' perception and experience with digital banking. Customers' experience is therefore a big factor in the success of banking technology adoption. This study adds a small ounce of understanding towards this specific phenomenon. Convenience proved to be a big contributor to customers' experience with digital banking.