Abstract:
The last 10 years have seen a significant increase in the provision of consumer services through
technology. Computers, mobile phones, the Internet and self-service kiosks are examples of
technology platforms that have enabled services to be offered to consumers in new ways. In
South Africa, technology-enabled financial services have the potential to expand financial
inclusion, especially at the bottom of the pyramid. There is a need to understand how
consumers adopt technology-enabled services. Using grounded theory, an enhancement to the
Technology Acceptance Model is proposed and developed to explain adoption of technologyenabled
financial services. Confirmatory factor analysis is used to validate the model against
data obtained from a survey. The proposed model fits the data well. Implications of the model
are discussed.
