- Title
- Technologicalship in e-banking services: a constraint or contributor to relationship marketing in retail banking in East London, Eastern Cape, South Africa
- Creator
- Masocha, Reginald
- Subject
- Bank management
- Subject
- Electronic funds transfers
- Subject
- Banks and banking -- South Africa -- Eastern Cape
- Subject
- Electronic data interchange
- Subject
- Electronic commerce
- Date
- 2009
- Type
- Thesis
- Type
- Masters
- Type
- M Com (Business Management)
- Identifier
- vital:11316
- Identifier
- http://hdl.handle.net/10353/306
- Identifier
- Bank management
- Identifier
- Electronic funds transfers
- Identifier
- Banks and banking -- South Africa -- Eastern Cape
- Identifier
- Electronic data interchange
- Identifier
- Electronic commerce
- Description
- Contemporarily, one of the major business demands is to extensively understand the impact of technology on the major business strategies and practices. Technologicalship marketing, a concept investigated in this study, emanates from a symbiosis of technology and relationship marketing. Per se, a prevalent area of debate pertains to whether technology promotes or constrains relationships. Outstandingly, this study pursued the technologicalship marketing concept, a new and vital 21st century suggestion in literature (Zineldin, 2000:16). Secondly, against the scarcity of empirical studies in mass marketing environments, the study at hand focused on retail banking client relationships. Lastly, the proposed meta-construct hypothetical model is an essential relationship marketing instrument. The proposed model consists of four major relationship marketing construct categories, namely, personal contact, customer retention, customer switching and relational exchange. At the hand of these constructs, the research primarily aimed to determine the impact of technology on client relationships in e-banking with the focus of closing the gap prevalent in literature on whether technology constraints or supports relationship marketing. The study focused on retail banking client relationships of the four major commercial banks in East London, Eastern Cape, South Africa. A survey was conducted of a sample of 200 clients selected using the convenience sampling method. The study hypothesised that technology is resulting in more transactional than relationship marketing in retail banking by constraining social constructions, customer retention and relational exchange, whilst, promoting customer switching mobility. Through the GLM regression analysis method, findings of the study established that technology was to a larger extent supporting relationship marketing. However, it is envisaged that technology is resulting in the disappearance of human contact which is a critical aspect of relationships. Conclusively, the researcher recommended that the only plausible strategy is to endeavour to integrate the human aspect at self-service podiums e.g. mounting of staff at ATM points, which most banks have been doing.
- Format
- 214 leaves; 30 cm
- Format
- Publisher
- University of Fort Hare
- Publisher
- Faculty of Management & Commerce
- Language
- English
- Rights
- University of Fort Hare
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UFH Department of Business Management
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