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    Customer behaviours and online banking in New Zealand : a thesis presented in partial fulfilment of the requirements for the degree of Doctor of Philosophy in Banking at Massey University, Manawatū campus, New Zealand
    (Massey University, 2020) Azeem, Saba
    Recent technological developments in the financial sector have led to renewed interest in studying bank-customer relationships. The present study examined the effects of six demographic characteristics (i.e. age, gender, household income, education, employment and marital status) on the use of online banking in New Zealand. Three research questions were addressed: How do different personal characteristics affect customers’ use of online banking? How do these characteristics interact with each other in affecting customers’ use of online banking? and How do different characteristics affect the key factors that form users’ perceptions of online banking usefulness? We used a three-pronged data collection methodology including four focus group discussions an online survey and twenty-six qualitative interviews. The survey was taken by 758 respondents and the completion rate was 76%. A range of descriptive and empirical analytics were used and strong effects of customer demographics on online banking use were found. The explanatory power of the six characteristics was examined using stepwise backward regression modelling while ANOVA tests confirmed interactive effects between combinations of characteristics. Through Principal component analysis, we identified a subset of four key constructs to represent the major areas of themes where customer perceptions differ regarding the use of online banking. Ordinal logit regression determined how perceptions differ on the basis of the differences in demographics. Academically, this research examines the predictive utility of demographic characteristics in explaining New Zealanders’ use of online banking technologies from both banking and marketing perspectives. Expanding on demographic relationships as proxies for deeper drivers of behaviours, this study offers practical lessons for effective segmentation and engagement strategies. It reminds banks that understanding customer personas is the first step to effective targeting or personalization. This is critical in developing customer-centric banking in New Zealand and other regions.
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    Factors affecting the adoption of mobile banking in New Zealand : a thesis presented in partial fulfilment of the requirements for the degree of Masters in Information Technology in Information Systems at Massey University, Albany campus, New Zealand
    (Massey University, 2012) Malhotra, Renima
    Mobile banking is a new banking medium by which customers can check their account balances and do transactions on-the-go. All a customer needs is a mobile device along with 3G connectivity. In most studies it has been observed that mobile banking is in the nascent stage and has yet to reach its potential of becoming the primary channel of contact for addressing the banking needs of customers. The aim of this study was to determine the factors that influence the adoption of mobile banking in New Zealand. The research model was based on the Technology Acceptance model and tests the constructs identified through the focus group discussion. A survey was developed to obtain responses from various segments of the society who may or may not have heard of mobile banking. The findings showed that some factors pertaining to trust, usefulness and risk drive the usage of mobile banking in New Zealand. Perceived risk was identified as a major inhibitor in the adoption of mobile banking amongst the users.