Abstract
People, businesses and the environment are carrying out disruption and transformation as imposed by the fourth Industrial Revolution through adoption and adaptation to the new smart technologies. Financial institutions in South Africa have already been picking up the pace to the digital alignment through automation of banking transactions to ensure performance and long-term development. The current study strives to evaluate the impact of the digitalisation and business process reengineering in improving banking performance in South Africa. In one hand, the theoretical framework emphasised that digital banking performance variables are digital banking strategies, technological innovation, customer experience, digital banking process reengineering and the digital banking framework. On the other hand, the conceptual framework revealed that digital banking performance is also influenced by other factors such as digital project management, systems of systems reengineering, systems’ integrations, knowledge-based management and the cyber security and the disaster management. Based on the theoretical and the conceptual frameworks, this study delivers a conjunctive digital banking performance framework to later serves as a model for effective and efficient digital banking implementation. Furthermore, a comparative analysis of the digital banking performances is conducted between SA banks...
Ph.D. (Quality and Operations Management)