Factors that Impact Emotionally Driven Systemic Risk Client Behaviour on South African Mobile Banking Systems

This paper investigates the factors that impact retail banking clients to engage in either positive or negative emotional driven technology enacted systemic risk behaviours on mobile banking systems. Data were collected through semi-structured interviews with 15 retail banking clients who make use of their bank’s mobile banking system applications. The interview questions were focused on which factors influence the behavioural constructs of the PSRM framework. A thematic analysis was applied on the qualitative data collected to identify which factors influence each behavioural construct of the PSM framework. The result of this research proposes enhancements to the existing PSRM framework by describing the factors that may encourage or discourage mobile banking clients to enact emotionally driven systemic risk behaviours on South African mobile banking systems.