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A typology of the requisite skills for financial services employees to enhance self-service technology usage : the case of the South African banking industry

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dc.contributor.advisor Naicker, V.
dc.contributor.author Thaver, Gerald
dc.date.accessioned 2016-02-02T07:31:25Z
dc.date.available 2016-02-02T07:31:25Z
dc.date.issued 2015-02
dc.identifier.citation Thaver, Gerald (2015) A typology of the requisite skills for financial services employees to enhance self-service technology usage : the case of the South African banking industry, University of South Africa, Pretoria, <http://hdl.handle.net/10500/19906> en
dc.identifier.uri http://hdl.handle.net/10500/19906
dc.description.abstract Financial services institutions invest in self–service technologies for various reasons. These include the demands to rationalise costs and to meet the channel preferences of a „technology- savvy‟ client base. Some advantages of self–service technologies (“SSTs”) include the optimisation of staff activities and faster and improved customer services. Retail banks experience various migration-related costs when migrating customers to an SST environment; in terms of both branch infrastructure and the development of employee skills. Some customers continue to favour face-to-face service interactions, which necessitates an identification and evaluation of the necessary skills required by employees to facilitate this migration process. This study aims to both identify and classify the requisite skills needed by financial services professionals to enable them to migrate customers from physical to electronic service channels; including ATMs. With the appropriate training and competencies, employees can guide customers more effectively through the migration process in a non-judgemental way. This would, in turn, address the lack of self-service technology understanding among customers in the longer term. The lack of support from skilled service employees has, in many instances, led to customers paying higher transactional fees and experiencing inconvenience at physical channels, thereby resulting in overall lower self-service usage. en
dc.format.extent 1 online resource (xvi, 195 leaves) : illustrations (some color)
dc.language.iso en en
dc.subject Self-service technology en
dc.subject Branches en
dc.subject Electronic channels en
dc.subject Up-skilled en
dc.subject Customer experience en
dc.subject Migration en
dc.subject Adoption en
dc.subject Automated teller machine en
dc.subject Prerequisite skills en
dc.subject Usage en
dc.subject Ease of use en
dc.subject.ddc 332.17028546780968
dc.subject.lcsh Financial services industry -- Information technology -- South Africa -- Case studies en
dc.subject.lcsh Banks and banking -- Technological innovations -- South Africa -- Case studies en
dc.subject.lcsh Automated tellers -- South Africa -- Case studies en
dc.subject.lcsh Bank employees -- Information technology -- South Africa -- Case studies en
dc.subject.lcsh Internet banking -- South Africa -- Case studies en
dc.subject.lcsh Self-service (Economics) -- South Africa -- Case studies en
dc.title A typology of the requisite skills for financial services employees to enhance self-service technology usage : the case of the South African banking industry en
dc.type Thesis en
dc.description.department Business Management en
dc.description.degree DBL


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