Impact of the Technological Revolution

Imp dis locate of the proficient diversity1 INTRODUCTIONThe procedure of technological revolution has stirred ein truth aspect of messs lives from supportping to imprecateing. The changes founder great impact on operate quality and banking activities has en com mensurated the banks to fight in the world markets (Siam 1999-2004, 2006).The banking industry intercontinental is witnessing a growing applied science driven self-service by way of electronic banking (e-banking) by interacting with guests as a way of change magnitude productivity.The give of Information intercourse Technology (ICT) back ups the banks in make strategic decisions by enabling better align ment of business to plant better blood with useers. ICT has en up to(p)d banks to provide the succeeding(a) serviceAutomated Teller Machines ( air) that restrain been installed at convenient places for customers to access their accounts any epoch.electronic selective goal baste (EDI) that al busted s variant organisations to swop transactional, fiscal and business information amongst their computer systems.Plastic Cards intentional to pay for goods and go with reveal necessarily development cash and a kindred to withdraw cash from ATMs located worldwide.electronic Clearing Service (ECS) is a facility that allows fund exchange from unitary bank to an number one(a) electroni surroundy. It shadow be habituated for bulk or repetitive transfers any by institutions for dividend distri providedion, salary, etc. and pension, or by individuals for regular payments to utility, loan repayment, etc.Internet Banking as a channel of Electronic Banking (E-banking) allows the customer to do transactions through and through the banks entanglement page in a flexible mode, i.e. at any cadence and anywhere.The flexibility of E-banking is a major benefit to customers beca do they argon able to access the banking services at the comfort of their homes or offices and no much than than queuing at banks. For the banking sector, E-banking is a big investment on capital and resource though the sign acquisition of relevant infrastructure, standardisation and hostage argon expensive, especially for small banks in exploitation countries, simply non a big problem for big banks in developed countries. These overly digest to come in the standard legislative and regulatory issues set within a country to protect customers rights, especially the presume up uping data protection.1.1 Background of StudyThe single-valued function of network has release required to business and bon ton. Businesses and goernments worldwide atomic number 18 of all time workings on how to better utilise the internet in entrap to increase their penetration into the worldwide market (Khan, Mahapatra Sreekumar (2009). Banking sector has seen the use of Information Technology (IT) a better way of reducing the handed-d bearistic way of investing and moving a unyielding th e modern technological changes in society to meet up with the global market. The growing changes in technology bring frugal and social consequences on our daily animation and these changes brought virtually the Internet. The Internet provides services bid, World Wide nett (WWW), Automated Teller Machines (ATM), Electronic Data Interchange (EDI) and Electronic Funds Transfer (EFT) which ar the sum business services of E-banking. The banking sector has embarked on internet banking systems to enable their customers to access their accounts globally and in a flexible mode through their clear puts. This scratch to internet banking has seen banks reducing long queues as nigh customers deal serve themselves either through the ATMs or through the web localise, looking on the type of service they want to perform. though the banking has embarked on internet banking systems, it has non totally abolished the traditionalistic banking activities. This is to allow those customers who affect face to face answer to becalm come to banks to get serving on whatever activities or services they contain either because they do non perpetrate the web or because they ar unable to do non k outright the technology employ and fear to view as mis gather ins.Internet is used world wide for varied things, whatsoever good and roundwhat malicious. This thence brings in the issue of surenessingness on the part of both the web site owners and users. slightly users lock away select to go and queue in the banks because either they do non cartel the web services or be unfamiliar with the systems and at that placefore feel uncomfortable to use e-banking. Trust should be built in order to back up more customers to use the web site for their banking service needs. Trust sess be categorised into tangible and intangible trust. Tangible trust is an implied trust that stomach be ringed by the use of digital certificates and SSL protocols and service level gra nularity. On the other hand intangible trust is something that bum be formed or reinforced and is subjective, excited and has a rational component. Trust flush toilet chassis or destroy the organisations reputation.1.2 Motivation of Studythither has been huge work carried out in the region of e-banking/e-commerce trust (Smith French 2005) (Khalil 2007), however, in that respect was a gaolbreak in their k at a timeledge of heathenish gap, especially in developing countries same Botswana. The motivation on this query is as followsThe need to show the importance of fix of e-banking site as e-banking is a new phenomenon in Botswana.To beat further studies on shades of two pagan free radicals within the said(prenominal) country as in that respect shake up been precise little investigate on this atomic number 18a. This is not the issue with developed countries as the studies show that there has been localisation of e-banking to suit their target markets (Singer, Ba radwaj and Avery 2007).1.3 claimThe main aim of this research is to examine how the Tswana and Kalanga ethnic groups of Botswana ethnicly perceive trust on a B2C e-banking website and to design an e-banking website for each(prenominal) ethnic group.1.4 ObjectivesThe pursuance objectives volition be achieved through this nurtureA research go out be carried out on how cultural mise en scene influences the trust and use of e-banking services.To relate the findings of the research in the design process of a web sites that suits the goal for Tswana and Kalanga ethnic groups.1.5 Research QuestionsThe research study aims to test the following key questionsWhat is the impact of goal on the contents of e-banking site?How does culture change online trust in e-banking?Is it necessary to consider culture, trust and usability in designing e-banking website?How does Tswana and Kalanga cultural differences affect e-banking?1.6 methodological analysisThe research employs both primary and secondary data. Primary data will be collected through a structured retrospect which will be an online. The online survey will be through telecommunicate where a link will be sent to the respondents in Botswana and UK. This method is chosen because it is flexible in that the respondents answer the questionnaires at their own free time and in a flexible mode of their computers. The other alpha thing is that it is cheaper to administer and responses atomic number 18 received more quickly and also that if there argon any errors in the questionnaire it is easier to correct the errors.2 E-SERVICES AND CULTURE WHAT IS THE kin2.1 E-Commerce and E-BankingThe development of Information Technology and the approaching of internet stool enabled traditional business activities to change into Electronic Commerce (E-commerce). E-commerce is a process that allows businesses and customers (B2C) to exchange goods and services electronically anytime anywhere, and it includes banking, stocks and bonds, retail shopping, movie rentals, etc. E-Commerce has toleratedid a global market where businesses can reach their respective customers quickly and embody effectively (Li et al 2009). For trading to be successful in this virtual world, trust essential be considered vital not forgetting culture. E-commerce includes inter-organisational marketing process in which the following relationships ar discoered B2B (business to business), B2C (business to consumer), and C2C (consumer to consumer).E-banking sometimes called electronic banking or internet banking is a system that allows bulk to mastermind transactions and partage their accounts without necessarily going to the brick and mortar banks. For customers using internet banking to access their account, they need to fall in someoneal accounts at the respective banks websites. For e-banking to be effective, banks should invest on IT infrastructure like Hardw ar, Softw be, Networking which include fraternity to the internet.Automated Teller Machines (ATM) and soulfulnessal computers take over reduced the equal in favour of banks on melodic theme work and labour force since customers use self services offered by banks. However, it should be noted that there are in time some concourse who would want to be served by bank officials either because he/she does not whop how to operate the banks system, does not trust it or want face-to-face interaction with bank officials.2.1.1 Benefits of E-BankingElectronic banking or online banking is the most popular gist of e-commerce for millions pot worldwide. most(prenominal) banking products and services are now offered over the Internet. Banks apply invested in robust information technology practices and secure-transaction technologies that have made electronic banking trustworthy. This has also created some benefits on e-banking as followsConvenience and flexibility as the customer is able to pay bills, shop and transfer capital from anywhere a t any time suitable to the customer as long as the customer has access to a personal computer and internet connectivity. in that location is no sternness of business hours as the services are available 24 hours all(prenominal) day unlike in the traditional brick and mortar where a customer has to observe working hours.Customers are able to manage their customers as they are able to access their accounts and thence can get through check their accounts anytime.To the customer the whole cost associated with e-banking is the cost of the time spent online which is usually charged by the internet provider.There is also time and money saving as customers do not have to travel outgos to their respective banks un little on of import issues.2.1.2 Limitations of E-BankingAs well as electronic banking have advantages there are some limitations too. Below are some limitations on electronic banking.Some bank websites have too much information that confuses the customers and the customer may feel it is a waste of time as he/she does not get the information that he/she wants and may never bother to visit the website again.The financial needs of the customer may not be quickly be predicted and therefore will take some time to be shed light ond, which is an bear on to the customer.Hacking and identity theft are on the rise this calls for a certain amount of trust put on the banks by electronic banking customers. The system should be able to stand against hacking.There is no face to face interaction in electronic banking and some customers still need this type of service that are observed in a traditional bank to quickly solve or answer customers queries.In case of internet failure the customer is unable to withdraw money from his/her account and unable to even use the ATMs or credit/debit cards.Some banks charge for ATM usage by non-customers, therefore if a customer stays where there is not ATM for his/her bank, then he/she will be charged to using the facility of another bank.2.1.3 bail measure and TrustSecurity issues are a major concern for everybody using internet whether for banking purposes or not. There is an increase of certificate risks in the banking sector as their systems are exposed to risky environments. Confidentiality, integrity, privacy and availability are the vegetable marrow areas of security that banks and financial institutions must address (Jide Awe 2006).This calls for banks and financial services warrant to plan forwards in monitoring and managing the security threats. The security threats are classified in triplet categories breaches with serious threats (e.g. fraud), breaches caused by casual hackers (e.g. web sites defacement or services denial (e.g. causes of web sites to crash) and flaws in systems design (e.g. true users able to see or use another users accounts). These threats cause serious financial, legal and reputational implications to the banks affected. Banks and financial institutions need to put in place security eyeshades to respond to these threats. The security measures need constant update in order for them to cope with the ever increasing and advanced threats. The banks should also have sufficient staff who have security expertise in order to keep on checking and updating the banks systems. These threats bring in customers omit of trust on the electronic banking that is wherefore some customers prefer to queue at banks to get services that they would have otherwise through with(p) through the internet.Trust should be built in order to encourage more customers to use the web site for their banking service needs. McKnight, Cummings and Chervany (1998) define trust as an individuals feelings about the extent to which a target is apt(predicate) to behave in a way that is benevolent, competent, honest, or sure in a situation. Trust can be categorised into tangible and intangible trust. Tangible trust is an implied trust that can be intercommunicate by the use of dig ital certificates and SSL protocols and service level granularity. On the other hand intangible trust is something that can be formed or reinforced and is subjective, emotional and has a rational component. Trust can build or destroy the organisations reputation.Trust is very all important(p) and should be the critical area for each bank to consider because if customers do not trust a bank then the bank will be out of business. Trust on e-banking is crucial because it can befuddle the banks to lose money and popularity if hackers are able to access customers accounts. It can be ensured by set stringent measures on the banks systems and including in its website the symbols/signs and text edition that will make the customer aware of the security of the website. Some researchers mean that in electronic cyber consumer trust is more important than in traditional transactions (Kim, Ferrin and Rao 2007). There are signs and symbols that are used in the website that indicate to the cus tomer that the site is trustworthy. These trustworthy signs may be explicit and some implicit (French, Liu Springett 2007).2.1.4 ethnic ModelsThe world is comprised of people with different cultural backgrounds which justifies their behavioural diversity. This variation usually shows the different cultures and values of these people. market-gardening is something that identifies and differentiates one person from another and it is something that is not inherited or from genes but it is learned. The environment in which a person grows usually determines the persons culture because he/she learns the language, the averages and values of the people with which he/she lives. Hofstede (1991) defines culture as the accumulation of human mind that distinguish the members of one human group or socio-economic class of people from those of others. The saying of cultural differences is formed through a combination of foursome characteristics symbols, heroes, rituals, and values.Rituals ar e sacred things that must be carried out within a cultural environment. Values are cultural things that are mentally stored as one grows up within the cultural environment. Symbols are things like language, pictures/objects and gestures that depicts meaning understood within the same cultural group. Heroes are people respected and considered to be role models within a cultural environment, however, this changes as the child graduate into adulthood. heathen differences crossways the world set forth according to ethnic groups and also across geographic boundaries.2.1.5 Hofstedes Cultural DimensionsHofstede (1984, 1991) identified the following five cultural balances which could be used to compare and measure cultural differences.2.1.5.1 advocator remoteness IndexPower is not distributed equally among the society. This is indicated by some people having more fountain than others, eg. some people are natural kings, chiefs already having that status even at the very early age as t oddlers. These people will be respected from that very early age even in way they are addressed.However, the fountain length can be takeful differently depending on the difference in society. There are those that are termed as large power distance culture where the subordinates do as told and the superior gives instruction manual and is the only one who decides what is good for the society or organisation. On the other hand there are those that are termed low power distance where there is consultation in the midst of the superior and the subordinates. In this category the superior respects the subordinates and entrust them with important assignments believing that they will be successfully completed.2.1.5.2 Individualism versus fabianismIn individualism can be classified as nuclear family where each individual act independently, making his/her own choices and decisions. As a member of the nuclear family, the individual has to take caution of himself/herself and his/her cont erminous families. On the other hand socialism can be classified as patrilineal or matrilineal where people, later being integrated into the society at birth, are looked afterwards by elongated families.2.1.5.3 Masculine versus FemininityDivision of roles depend on gender, Men must provide for their families and female must take care of the children and the whole family. The self-assertiveness of men creates dominance over female on economic life within the family irrespective of whether it is an protracted or nuclear family. However, in developed countries there are some variations on gender role pattern that enable females to enrol in courses that were initially intentional for men and therefore do jobs that were done by men. In some develop or developing countries where the gender role pattern still exists, women are barred from doing jobs that are considered to be designed for men and women are also barred from enrolling on courses that are designed for men. This gender role pattern is still strictly followed in some underdeveloped countries where men are said to be head of families and consequently gives the men all authority over everything that goes on in the family. Woman in such families do not have any say, they are told what to do, how and when by their husbands and they are not supposed to question the instruction manual from men.2.1.5.4 Uncertainty Avoidance Index (UAI) close to people fear uncertain situations because they cannot predict what might lapse in the near future. To minimise this, organisations or societies engage strict laws and rules, safety and security measures, and religious and cultural spirits to protect their organisations or societies. However, evasion of distrust varies according to cultural differences. In high power distance culture, the boss is the only one to make decisions and the subordinates must strictly follow the bosss instructions. Subordinates expect the supervisors to tell them what to do because t hey regard each other as unequal. In organisations, this is also indicated by the wide salary gap whereas in societies it is indicated by the prestige given over to superiors (e.g. chiefs) by their subordinates (e.g. peoples).In low power distance culture there is respect by supervisors over their subordinates. The supervisors entrust subordinates with important assignments trusting that the work will be done efficiently and if there is something malign the supervisor will not put the blame on the subordinates, but rather takes it upon himself. The society relys people are equal irrespective of their education, religion or wealth. There is more democracy as subordinates views are sought and taken into consideration when making decisions.2.1.5.5 Long-Term orientation versus Short-Term OrientationThe long-term penchant versus short-term orientation is a model which came a after Hofstede was convinced by Michael Bond who called this dimension the Confucian dynamism. Values of lo ng-term orientation are more oriented towards future e.g. perseverance and prudence while on the short-term the values are more oriented towards past and present and therefore more static e.g. respect for tradition and reciprocation of addresss, favours and gifts, personal steadiness and stability.2.1.6 Trompenaars, residence hall and Other Cultural ModelsThere are several cultural models most of which crossway into Hofstedes models (Kluckhohn Trompenaars 2000). Trompenaars developed the below models2.1.6.1 Universalism versus ParticularismThis can be viewed as authority versus consultation. In authority the one who has authority gives instructions and makes decision without the involvement of others whereas in consultation other peoples views are taken into consideration when making decisions.2.1.6.2 Individualism versus CommunicationismWhere there is balance mingled with individuals and groups needs.2.1.6.3 Specific versus Diffuse RelationshipsHere the business is done on an abstract relationship (contract) or on good personal relationship in order to bring in liking and trust.2.1.6.4 Neutral versus emotional Communication StylesIn this dimension people hide and need on to their emotions or they show them up in which case they expect some emotional response.2.1.6.5 while OrientationMonochromic culture focuses more on performing the line of work promptly meeting the legitimate plan and prefers to do one task at a time. Polychronic culture tends to e multi-tasking, doing different things at the same time, and emphasis is more on relationship than on tasks.2.1.7 Halls Cultural ModelsHall (1976, 1983) developed the three cultural dimensions in which he get a line how people behave. Following are his Cultural Models2.1.7.1 Context towering Context People are helped by many contextual elements to understand the rules and it is a problem for those who do not understand unwritten rules. get-go Context More explanation on rules is done as things are not taken for tending(p) and therefore there is less chance of misunderstanding.2.1.7.2 prison termMonochronic while is where one thing is done at a time and the concern is achieving the task on schedule.Polychronic Time is where several things are done at the same time (multi-tasking) and here the concern is on relationship and not schedule.2.1.7.3 SpaceHigh territorial reserve Some people have greater concern for ownership and try to mark their territorial boundaries whether at home, parking space and even in shared offices. downhearted Territorial People here are not much concerned with ownership of space and for them it less importantHofstede, Trompenaars and Hall did extensive research that enabled them to conduct rankings on countries cultural differences. Hofstede conducted his research on 50 countries whilst Trompenaars conducted his on between 19 and 52 countries though with fewer rankings. Although it does not clearly show whether Hall did any rankings but he did a com parison of cultural dimensions among the French, Americans and Germans.2.1.8 Tswana CultureHouseholds in the Tswana polities usually take the form of three residential sites one household in the village, one at agricultural holdings outdoors the village but not very far from the village (where ploughing takes place) and the last a oxenpost (with kraals for retentivity livestock owned by the family). Power Distance Tswana nations greatly respect their elderlys which is shown especially when the younger ones greet the elders. In Botswana greetings are used to count on somebodys behaviour and greetings are conducted in a certain manner. When greeting an elder, a younger has to stop a bit to show respect and if the younger person is a male wearing a hat, he has to take it off to show respect to the elder. A man also has to take off his hat when getting inside the house as a custom unless the man is a widower. Each Tswana kinsperson or ethnic group has a Chief (Kgosi) who is helped by paternal uncles and Headmen. The paternal uncles are by virtue of close relationship to the Chief advisors as they are considered to have the royal blood. Kgosis traditional judgeship is called Kgotla, and it is the main customary court within the village where disputes or misunderstandings that could not be solved by Headmen are solved. The Chiefs Kgotla also acts as the Traditional Court of supplication within the village, where people who are not satisfied with the Headmens rulings can appeal. Chieftainship is inherited, so for a person to be a chief he/she has to be born from the royal family and not somebody chosen. Most of the Tswana people are Christians as Christianity was brought in Botswana as early as 1845 by a Scotsman named Dr. David Livingstone. The first Christian to be baptized by Dr Livingstone was Chief Sechele of the Bakwena and this was a good sign towards improvement in peoples way of living. For a chief to be a Christian it was easier to convince other ch iefs and the people to become Christians. Christianity also contributed a lot to Tswana culture as it reduced the bureaucratic principles where only one person would make decisions for the whole family or tribe and nowa long time consultation is the norm. Individualism versus Collectivism Collectivism is the norm with the Tswana Culture where somebody has to take care of his/her family and also the elongate family like uncles, grandparents, aunts, nephews and nieces. In the olden days class differentiation was very low and mostly invisible because traditionally those who had more cattle would help those who had none by distributing the cattle to those households for management. This helped the families because they would use the cattle to plough with and user their milk to feed their own family. This management of cattle also resulted in people being paid by one overawe every six months or every year depending on the agreement between the owner of the cattle and the person taking care of the cattle. However, some people do not want to take the responsibilities of extended families and that is why there are organisations like SOS and other orphanage organisations to take care of orphans and also the political science is giving out pabulum rations on monthly basis to orphans, elderly people and families considered to be very poor. Masculinity versus femininity In the traditional Tswana setup masculinity is the norm, roles are distinguished according to gender, and this is clearly visible in traditional ceremonies where men are the only ones to sit on chairs and women sit on mats and also that in meetings men are to speak first and women are to confirm what the men have said. Men were considered heads of the families and therefore their decisions were final and unquestionable. moreover since the Beijing Declaration and Platform for Action at the fourth World Conference on Women in 1995 (United Nations World-Wide Web page 1995) and the government of Botswanas emphasis on equality, some jobs/tasks which were considered to be for males only are now considered unisex. At present there are some women chiefs in some Tswana tribes which traditionally the chieftainship was considered to be for men, even if the chief would die only having daughters that meant chieftainship would be given to one of the partenal uncles or his elder son. By this the chiefs family would have lost the chieftainship inheritance. Uncertainty avoidance Tswana ethnic group used to believe in ancestors and most of them liked to consult traditional healers for different illnesses and protection against evil spirits. Since the introduction of Christian religion through Dr David Livingstone in 1843, most people no longer believe in traditional healing. The staple food for Tswana is sorghum or corn repast porridge which is made thinner for breakfast and thicker for dejeuner and supper eaten with some relish which may be chicken, meat from goat, sheep or cattle (sometimes po unded), caterpillar known as phane and miscellaneous wild game and vegetables. But these cultures of food have now shifted a bit but are more common in formal make like weddings and funerals and also westernised foods are vigilant like coleslaw, pumpkin, squash, rice, etc. Long-term versus Short Tswana culture used to allow children to go to school only to learn how to read and write. Most female teenagers were taken out of school to go and be married to elderly men as an arranged marriage between the parents without the agreement of the female teenager, but now people find their own partners and marry when they feel they are ready and not pushed.2.1.9 Kalanga CultureKalanga tribe is found in the north eastern part of Botswana and some in Zimbabwe, only separated by the border. The Kalanga tribe in Botswana, who are still withholding their culture, are mostly found in different villages within the north east side of Botswana. The Kalanga Language was taught in primary schools u ntil 1972, six years after Botswana gained its independence from the British, and now the Kalanga tribe believe that since the discontinued precept of Kalanga Language in primary schools their culture has been jeopardised. The staple food for Kalanga is sorghum or corn repast porridge which is always made thick and taken with relish. The relish is comprised of meat (sometimes pounded), caterpillar known as phane and various wild game and vegetables. But these cultures of food have now shifted a bit but are more common in ceremonial occasions like weddings and funerals and also westernised foods are prepared like coleslaw, pumpkin, rice, squash etc.Power Distance The Kalanga, like the Tswana, have chiefs who look after the tribe. Their ancestral belief is very high even if they still do practise Christianity. This is shown in their annual Dombosaha ceremonies and also in their prayers for rain. Their prayers are conducted at the hill call Domboshaba, where they believe their ancestra l god Ngwale is. The word Domboshaba means rosy Hill Dombo means hill and shaba means red. Bakalaka treat Domboshaba like the Islam treat Mecca, this means Domboshaba is a holly place for Bakalaka. They believe the ancestors are always watching over the living and if the ancestors become upset they are able to send sickness to the living as a sign of rage. According to the Kalanga tribe the spirits displeasure is revealed through illnesses, droughts and other calamities and can be appeased only through worship to Ngwale.Individualism versus Collectivism The Kalanga tribes are still strictly using socialism as they look after each other or their extended families. Individualism is avoided as their belief is no man is an island. They emphasise on community care which shows collectivism dimension.Uncertainty avoidance The Kalanga tribes believe in worshipping their ancestral god called Ngwale and they also believe in pleasing Ngwale to avoid punishment. Their belief is that Ngwale is always looking at them and if he is not happy with them, he will punish them by obstetrical delivery incurable diseases, droughts and other disasters. Due to these beliefs the Kalanga tribe do not want to anger Ngwale in order to avoid the situations of calamities. They also believe in consulting Ngwale go template them or help them solve some problems for which they have no control of like when there is not enough rain durinImpact of the Technological RevolutionImpact of the Technological Revolution1 INTRODUCTIONThe role of technological revolution has touched every aspect of peoples lives from shopping to banking. The changes have great impact on services quality and banking activities has enabled the banks to compete in the world markets (Siam 1999-2004, 2006).The banking industry worldwide is witnessing a growing technology driven self-service by way of electronic banking (e-banking) through interacting with customers as a way of increasing productivity.The use of Informat ion Communication Technology (ICT) helps the banks in making strategic decisions by enabling better alignment of business to build better relationship with customers. ICT has enabled banks to provide the following servicesAutomated Teller Machines (ATM) that have been installed at convenient places for customers to access their accounts anytime.Electronic Data Interchange (EDI) that allows different organisations to exchange transactional, financial and business information between their computer systems.Plastic Cards designed to pay for goods and services without necessarily using cash and also to withdraw cash from ATMs located worldwide.Electronic Clearing Service (ECS) is a facility that allows fund transfer from one bank to another electronically. It can be used for bulk or repetitive transfers either by institutions for dividend distribution, salary, etc. and pension, or by individuals for regular payments to utility, loan repayment, etc.Internet Banking as a channel of Electr onic Banking (E-banking) allows the customer to do transactions through the banks web page in a flexible mode, i.e. at anytime and anywhere.The flexibility of E-banking is a major benefit to customers because they are able to access the banking services at the comfort of their homes or offices and no more queuing at banks. For the banking sector, E-banking is a big investment on capital and resource though the initial acquisition of relevant infrastructure, standardisation and security are expensive, especially for small banks in developing countries, but not a big problem for big banks in developed countries. These also have to follow the standard legislative and regulatory issues set within a country to protect customers rights, especially the concerning data protection.1.1 Background of StudyThe role of internet has become unavoidable to business and society. Businesses and governments worldwide are always working on how to better utilise the internet in order to increase their p enetration into the global market (Khan, Mahapatra Sreekumar (2009). Banking sector has seen the use of Information Technology (IT) a better way of reducing the traditional way of investing and moving along the modern technological changes in order to meet up with the global market. The growing changes in technology bring economical and social consequences on our daily life and these changes brought about the Internet. The Internet provides services like, World Wide Web (WWW), Automated Teller Machines (ATM), Electronic Data Interchange (EDI) and Electronic Funds Transfer (EFT) which are the core business services of E-banking. The banking sector has embarked on internet banking systems to enable their customers to access their accounts globally and in a flexible mode through their websites. This move to internet banking has seen banks reducing long queues as some customers can serve themselves either through the ATMs or through the website, depending on the type of service they wa nt to perform. Though the banking has embarked on internet banking systems, it has not totally abolished the traditional banking activities. This is to allow those customers who need face to face help to still come to banks to get help on whatever activities or services they need either because they do not trust the web or because they are unable to do not know the technology used and fear to make mistakes.Internet is used world wide for different things, some good and some malicious. This then brings in the issue of trust on the part of both the web site owners and users. Some users still prefer to go and queue in the banks because either they do not trust the web services or are unfamiliar with the systems and therefore feel uncomfortable to use e-banking. Trust should be built in order to encourage more customers to use the web site for their banking service needs. Trust can be categorised into tangible and intangible trust. Tangible trust is an implied trust that can be addresse d by the use of digital certificates and SSL protocols and service level granularity. On the other hand intangible trust is something that can be formed or reinforced and is subjective, emotional and has a rational component. Trust can build or destroy the organisations reputation.1.2 Motivation of StudyThere has been considerable work carried out in the field of e-banking/e-commerce trust (Smith French 2005) (Khalil 2007), however, there was a gap in their knowledge of cultural gap, especially in developing countries like Botswana. The motivation on this research is as followsThe need to show the importance of localisation of e-banking site as e-banking is a new phenomenon in Botswana.To make further studies on cultures of two ethnic groups within the same country as there have been very little research on this area. This is not the case with developed countries as the studies show that there has been localisation of e-banking to suit their target markets (Singer, Baradwaj and Ave ry 2007).1.3 AimThe main aim of this research is to examine how the Tswana and Kalanga ethnic groups of Botswana culturally perceive trust on a B2C e-banking website and to design an e-banking website for each ethnic group.1.4 ObjectivesThe following objectives will be achieved through this studyA research will be carried out on how cultural background influences the trust and use of e-banking services.To relate the findings of the research in the design process of a web sites that suits the culture for Tswana and Kalanga ethnic groups.1.5 Research QuestionsThe research study aims to test the following key questionsWhat is the impact of culture on the contents of e-banking site?How does culture affect online trust in e-banking?Is it necessary to consider culture, trust and usability in designing e-banking website?How does Tswana and Kalanga cultural differences affect e-banking?1.6 MethodologyThe research employs both primary and secondary data. Primary data will be collected throug h a structured survey which will be an online. The online survey will be through email where a link will be sent to the respondents in Botswana and UK. This method is chosen because it is flexible in that the respondents answer the questionnaires at their own free time and in a flexible mode of their computers. The other important thing is that it is cheaper to administer and responses are received more quickly and also that if there are any errors in the questionnaire it is easier to correct the errors.2 E-SERVICES AND CULTURE WHAT IS THE RELATIONSHIP2.1 E-Commerce and E-BankingThe development of Information Technology and the advent of internet have enabled traditional business activities to change into Electronic Commerce (E-commerce). E-commerce is a process that allows businesses and customers (B2C) to exchange goods and services electronically anytime anywhere, and it includes banking, stocks and bonds, retail shopping, movie rentals, etc. E-Commerce has opened a global marke t where businesses can reach their respective customers quickly and cost effectively (Li et al 2009). For trading to be successful in this virtual world, trust must be considered vital not forgetting culture. E-commerce includes inter-organisational marketing process in which the following relationships are observed B2B (business to business), B2C (business to consumer), and C2C (consumer to consumer).E-banking sometimes called electronic banking or internet banking is a system that allows people to conduct transactions and manage their accounts without necessarily going to the brick and mortar banks. For customers using internet banking to access their account, they need to have personal accounts at the respective banks websites. For e-banking to be effective, banks should invest on IT infrastructure like Hardware, Software, Networking which include connection to the internet.Automated Teller Machines (ATM) and personal computers have reduced the cost in favour of banks on paper wo rk and labour force since customers use self services offered by banks. However, it should be noted that there are still some people who would want to be served by bank officials either because he/she does not know how to operate the banks system, does not trust it or want face-to-face interaction with bank officials.2.1.1 Benefits of E-BankingElectronic banking or online banking is the most popular means of e-commerce for millions people worldwide. Most banking products and services are now offered over the Internet. Banks have invested in robust information technology practices and secure-transaction technologies that have made electronic banking trustworthy. This has also created some benefits on e-banking as followsConvenience and flexibility as the customer is able to pay bills, shop and transfer money from anywhere at any time suitable to the customer as long as the customer has access to a personal computer and internet connectivity. There is no strictness of business hours a s the services are available 24 hours every day unlike in the traditional brick and mortar where a customer has to observe working hours.Customers are able to manage their customers as they are able to access their accounts and therefore can cross check their accounts anytime.To the customer the only cost associated with e-banking is the cost of the time spent online which is usually charged by the internet provider.There is also time and money saving as customers do not have to travel distances to their respective banks unless on crucial issues.2.1.2 Limitations of E-BankingAs well as electronic banking have advantages there are some limitations too. Below are some limitations on electronic banking.Some bank websites have too much information that confuses the customers and the customer may feel it is a waste of time as he/she does not get the information that he/she wants and may never bother to visit the website again.The financial needs of the customer may not be quickly be pred icted and therefore will take some time to be solved, which is an inconvenience to the customer.Hacking and identity theft are on the rise this calls for a certain amount of trust placed on the banks by electronic banking customers. The system should be able to stand against hacking.There is no Face-to-face interaction in electronic banking and some customers still need this type of service that are observed in a traditional bank to quickly solve or answer customers queries.In case of internet failure the customer is unable to withdraw money from his/her account and unable to even use the ATMs or credit/debit cards.Some banks charge for ATM usage by non-customers, therefore if a customer stays where there is not ATM for his/her bank, then he/she will be charged to using the facility of another bank.2.1.3 Security and TrustSecurity issues are a major concern for everybody using internet whether for banking purposes or not. There is an increase of security risks in the banking sector as their systems are exposed to risky environments. Confidentiality, integrity, privacy and availability are the core areas of security that banks and financial institutions must address (Jide Awe 2006).This calls for banks and financial services authority to plan ahead in monitoring and managing the security threats. The security threats are classified in three categories breaches with serious threats (e.g. fraud), breaches caused by casual hackers (e.g. web sites defacement or services denial (e.g. causes of web sites to crash) and flaws in systems design (e.g. genuine users able to see or use another users accounts). These threats cause serious financial, legal and reputational implications to the banks affected. Banks and financial institutions need to put in place security measures to respond to these threats. The security measures need constant update in order for them to cope with the ever increasing and advanced threats. The banks should also have sufficient staff who have s ecurity expertise in order to keep on checking and updating the banks systems. These threats bring in customers lack of trust on the electronic banking that is why some customers prefer to queue at banks to get services that they would have otherwise done through the internet.Trust should be built in order to encourage more customers to use the web site for their banking service needs. McKnight, Cummings and Chervany (1998) define trust as an individuals beliefs about the extent to which a target is likely to behave in a way that is benevolent, competent, honest, or predictable in a situation. Trust can be categorised into tangible and intangible trust. Tangible trust is an implied trust that can be addressed by the use of digital certificates and SSL protocols and service level granularity. On the other hand intangible trust is something that can be formed or reinforced and is subjective, emotional and has a rational component. Trust can build or destroy the organisations reputatio n.Trust is very important and should be the critical area for each bank to consider because if customers do not trust a bank then the bank will be out of business. Trust on e-banking is crucial because it can make the banks to lose money and popularity if hackers are able to access customers accounts. It can be ensured by putting stringent measures on the banks systems and including in its website the symbols/signs and text that will make the customer aware of the security of the website. Some researchers believe that in electronic cyber consumer trust is more important than in traditional transactions (Kim, Ferrin and Rao 2007). There are signs and symbols that are used in the website that indicate to the customer that the site is trustworthy. These trustworthy signs may be explicit and some implicit (French, Liu Springett 2007).2.1.4 Cultural ModelsThe world is comprised of people with different cultural backgrounds which justifies their behavioural variation. This variation usual ly shows the different cultures and values of these people. Culture is something that identifies and differentiates one person from another and it is something that is not inherited or from genes but it is learned. The environment in which a person grows usually determines the persons culture because he/she learns the language, the norms and values of the people with which he/she lives. Hofstede (1991) defines culture as the collection of human mind that distinguish the members of one human group or category of people from those of others. The manifestation of cultural differences is formed through a combination of four characteristics symbols, heroes, rituals, and values.Rituals are sacred things that must be carried out within a cultural environment. Values are cultural things that are mentally stored as one grows up within the cultural environment. Symbols are things like language, pictures/objects and gestures that depicts meaning understood within the same cultural group. Heroe s are people respected and considered to be role models within a cultural environment, however, this changes as the child graduate into adulthood.Cultural differences across the world vary according to ethnic groups and also across geographic boundaries.2.1.5 Hofstedes Cultural DimensionsHofstede (1984, 1991) identified the following five cultural dimensions which could be used to compare and measure cultural differences.2.1.5.1 Power Distance IndexPower is not distributed equally among the society. This is indicated by some people having more power than others, eg. some people are born kings, chiefs already having that status even at the very early age as toddlers. These people will be respected from that very early age even in way they are addressed.However, the power distance can be measured differently depending on the difference in society. There are those that are termed as large power distance culture where the subordinates do as told and the superior gives instructions and i s the only one who decides what is good for the society or organisation. On the other hand there are those that are termed low power distance where there is consultation between the superior and the subordinates. In this category the superior respects the subordinates and entrust them with important assignments believing that they will be successfully completed.2.1.5.2 Individualism versus CollectivismIn individualism can be classified as nuclear family where each individual act independently, making his/her own choices and decisions. As a member of the nuclear family, the individual has to take care of himself/herself and his/her immediate families. On the other hand collectivism can be classified as patrilineal or matrilineal where people, after being integrated into the society at birth, are looked after by extended families.2.1.5.3 Masculine versus FemininityDivision of roles depend on gender, Men must provide for their families and female must take care of the children and the whole family. The assertiveness of men creates dominance over female on economic life within the family irrespective of whether it is an extended or nuclear family. However, in developed countries there are some variations on gender role pattern that enable females to enrol in courses that were initially designed for men and therefore do jobs that were done by men. In some underdeveloped or developing countries where the gender role pattern still exists, women are barred from doing jobs that are considered to be designed for men and women are also barred from enrolling on courses that are designed for men. This gender role pattern is still strictly followed in some underdeveloped countries where men are said to be head of families and thus gives the men all authority over everything that goes on in the family. Woman in such families do not have any say, they are told what to do, how and when by their husbands and they are not supposed to question the instructions from men.2.1.5.4 Un certainty Avoidance Index (UAI)Most people fear uncertain situations because they cannot predict what might happen in the near future. To minimise this, organisations or societies engage strict laws and rules, safety and security measures, and religious and cultural beliefs to protect their organisations or societies. However, avoidance of uncertainty varies according to cultural differences. In high power distance culture, the boss is the only one to make decisions and the subordinates must strictly follow the bosss instructions. Subordinates expect the supervisors to tell them what to do because they regard each other as unequal. In organisations, this is also indicated by the wide salary gap whereas in societies it is indicated by the prestige given to superiors (e.g. chiefs) by their subordinates (e.g. tribes).In low power distance culture there is respect by supervisors over their subordinates. The supervisors entrust subordinates with important assignments trusting that the wo rk will be done efficiently and if there is something wrong the supervisor will not put the blame on the subordinates, but rather takes it upon himself. The society believes people are equal irrespective of their education, religion or wealth. There is more democracy as subordinates views are sought and taken into consideration when making decisions.2.1.5.5 Long-Term Orientation versus Short-Term OrientationThe long-term orientation versus short-term orientation is a model which came a after Hofstede was convinced by Michael Bond who called this dimension the Confucian dynamism. Values of long-term orientation are more oriented towards future e.g. perseverance and thrift while on the short-term the values are more oriented towards past and present and therefore more static e.g. respect for tradition and reciprocation of greetings, favours and gifts, personal steadiness and stability.2.1.6 Trompenaars, Hall and Other Cultural ModelsThere are several cultural models most of which over lap into Hofstedes models (Kluckhohn Trompenaars 2000). Trompenaars developed the below models2.1.6.1 Universalism versus ParticularismThis can be viewed as authority versus consultation. In authority the one who has authority gives instructions and makes decision without the involvement of others whereas in consultation other peoples views are taken into consideration when making decisions.2.1.6.2 Individualism versus CommunicationismWhere there is balance between individuals and groups needs.2.1.6.3 Specific versus Diffuse RelationshipsHere the business is done on an abstract relationship (contract) or on good personal relationship in order to bring in liking and trust.2.1.6.4 Neutral versus Affective Communication StylesIn this dimension people hide and hold on to their emotions or they show them up in which case they expect some emotional response.2.1.6.5 Time OrientationMonochromic culture focuses more on performing the task promptly meeting the original plan and prefers to do one task at a time. Polychronic culture tends to e multi-tasking, doing different things at the same time, and emphasis is more on relationship than on tasks.2.1.7 Halls Cultural ModelsHall (1976, 1983) developed the three cultural dimensions in which he describe how people behave. Following are his Cultural Models2.1.7.1 ContextHigh Context People are helped by many contextual elements to understand the rules and it is a problem for those who do not understand unwritten rules.Low Context More explanation on rules is done as things are not taken for granted and therefore there is less chance of misunderstanding.2.1.7.2 TimeMonochronic Time is where one thing is done at a time and the concern is achieving the task on schedule.Polychronic Time is where several things are done at the same time (multi-tasking) and here the concern is on relationship and not schedule.2.1.7.3 SpaceHigh Territorial Some people have greater concern for ownership and try to mark their territorial boundari es whether at home, parking space and even in shared offices.Low Territorial People here are not much concerned with ownership of space and for them it less importantHofstede, Trompenaars and Hall did extensive research that enabled them to conduct rankings on countries cultural differences. Hofstede conducted his research on 50 countries whilst Trompenaars conducted his on between 19 and 52 countries though with fewer rankings. Although it does not clearly show whether Hall did any rankings but he did a comparison of cultural dimensions among the French, Americans and Germans.2.1.8 Tswana CultureHouseholds in the Tswana polities usually take the form of three residential sites one household in the village, one at agricultural holdings outside the village but not very far from the village (where ploughing takes place) and the last a cattlepost (with kraals for keeping livestock owned by the family). Power Distance Tswana tribes greatly respect their elders which is shown especially when the younger ones greet the elders. In Botswana greetings are used to judge somebodys behaviour and greetings are conducted in a certain manner. When greeting an elder, a younger has to stop a bit to show respect and if the younger person is a male wearing a hat, he has to take it off to show respect to the elder. A man also has to take off his hat when getting inside the house as a custom unless the man is a widower. Each Tswana tribe or ethnic group has a Chief (Kgosi) who is helped by paternal uncles and Headmen. The paternal uncles are by virtue of close relationship to the Chief advisors as they are considered to have the royal blood. Kgosis traditional court is called Kgotla, and it is the main customary court within the village where disputes or misunderstandings that could not be solved by Headmen are solved. The Chiefs Kgotla also acts as the Traditional Court of Appeal within the village, where people who are not satisfied with the Headmens rulings can appeal. Chiefta inship is inherited, so for a person to be a chief he/she has to be born from the royal family and not somebody chosen. Most of the Tswana people are Christians as Christianity was brought in Botswana as early as 1845 by a Scotsman named Dr. David Livingstone. The first Christian to be baptized by Dr Livingstone was Chief Sechele of the Bakwena and this was a good sign towards improvement in peoples way of living. For a chief to be a Christian it was easier to convince other chiefs and the people to become Christians. Christianity also contributed a lot to Tswana culture as it reduced the bureaucratic principles where only one person would make decisions for the whole family or tribe and nowadays consultation is the norm. Individualism versus Collectivism Collectivism is the norm with the Tswana Culture where somebody has to take care of his/her family and also the extended family like uncles, grandparents, aunts, nephews and nieces. In the olden days class differentiation was very low and mostly invisible because traditionally those who had more cattle would help those who had none by distributing the cattle to those households for management. This helped the families because they would use the cattle to plough with and user their milk to feed their own family. This management of cattle also resulted in people being paid by one cow every six months or every year depending on the agreement between the owner of the cattle and the person taking care of the cattle. However, some people do not want to take the responsibilities of extended families and that is why there are organisations like SOS and other orphanage organisations to take care of orphans and also the government is giving out food rations on monthly basis to orphans, elderly people and families considered to be very poor. Masculinity versus femininity In the traditional Tswana setup masculinity is the norm, roles are distinguished according to gender, and this is clearly visible in traditional ceremo nies where men are the only ones to sit on chairs and women sit on mats and also that in meetings men are to speak first and women are to confirm what the men have said. Men were considered heads of the families and therefore their decisions were final and unquestionable. But since the Beijing Declaration and Platform for Action at the Fourth World Conference on Women in 1995 (United Nations World-Wide Web page 1995) and the government of Botswanas emphasis on equality, some jobs/tasks which were considered to be for males only are now considered unisex. At present there are some women chiefs in some Tswana tribes which traditionally the chieftainship was considered to be for men, even if the chief would die only having daughters that meant chieftainship would be given to one of the partenal uncles or his elder son. By this the chiefs family would have lost the chieftainship inheritance. Uncertainty avoidance Tswana ethnic group used to believe in ancestors and most of them liked to consult traditional healers for different illnesses and protection against evil spirits. Since the introduction of Christian religion through Dr David Livingstone in 1843, most people no longer believe in traditional healing. The staple food for Tswana is sorghum or corn meal porridge which is made thinner for breakfast and thicker for lunch and supper eaten with some relish which may be chicken, meat from goat, sheep or cattle (sometimes pounded), caterpillar known as phane and various wild game and vegetables. But these cultures of food have now shifted a bit but are more common in ceremonial occasions like weddings and funerals and also westernised foods are prepared like coleslaw, pumpkin, squash, rice, etc. Long-term versus Short Tswana culture used to allow children to go to school only to learn how to read and write. Most female teenagers were taken out of school to go and be married to elderly men as an arranged marriage between the parents without the agreement of the fema le teenager, but now people find their own partners and marry when they feel they are ready and not pushed.2.1.9 Kalanga CultureKalanga tribe is found in the north eastern part of Botswana and some in Zimbabwe, only separated by the border. The Kalanga tribe in Botswana, who are still withholding their culture, are mostly found in different villages within the north east side of Botswana. The Kalanga Language was taught in primary schools until 1972, six years after Botswana gained its independence from the British, and now the Kalanga tribe believe that since the discontinued teaching of Kalanga Language in primary schools their culture has been jeopardised. The staple food for Kalanga is sorghum or corn meal porridge which is always made thick and taken with relish. The relish is comprised of meat (sometimes pounded), caterpillar known as phane and various wild game and vegetables. But these cultures of food have now shifted a bit but are more common in ceremonial occasions like w eddings and funerals and also westernised foods are prepared like coleslaw, pumpkin, rice, squash etc.Power Distance The Kalanga, like the Tswana, have chiefs who look after the tribe. Their ancestral belief is very high even if they still do practise Christianity. This is shown in their annual Dombosaha ceremonies and also in their prayers for rain. Their prayers are conducted at the hill call Domboshaba, where they believe their ancestral god Ngwale is. The word Domboshaba means Red Hill Dombo means hill and shaba means red. Bakalaka treat Domboshaba like the Islam treat Mecca, this means Domboshaba is a holly place for Bakalaka. They believe the ancestors are always watching over the living and if the ancestors become upset they are able to send sickness to the living as a sign of displeasure. According to the Kalanga tribe the spirits displeasure is revealed through illnesses, droughts and other calamities and can be appeased only through worship to Ngwale.Individualism versus Collectivism The Kalanga tribes are still strictly using collectivism as they look after each other or their extended families. Individualism is avoided as their belief is no man is an island. They emphasise on community care which shows collectivism dimension.Uncertainty avoidance The Kalanga tribes believe in worshipping their ancestral god called Ngwale and they also believe in pleasing Ngwale to avoid punishment. Their belief is that Ngwale is always looking at them and if he is not happy with them, he will punish them by bringing incurable diseases, droughts and other disasters. Due to these beliefs the Kalanga tribe do not want to anger Ngwale in order to avoid the situations of calamities. They also believe in consulting Ngwale go guide them or help them solve some problems for which they have no control of like when there is not enough rain durin