THE USE OF DIGITAL BANKING CHANNELS DURING COVID-19: Gen-Y

According to World Health Organisation (WHO) recommendations, the most effective method to curb the spread of COVID-19 is to minimise personal contact. In conformance with these recommendations, globally, banks have adjusted the operating hours of traditional branches and encouraged customers to use digital banking channels by marketing their advantages. The benefits include simplicity and convenience. While South African banks have invested significantly in technological solutions to improve their clients' experience, socio-economic challenges are slowing the adoption of digital banking channels for retail banking service delivery.Purpose of study: The study examined the factors that influence the use of digital banking during COVID-19 through the application of the extended Unified Theory of Acceptance and Use of Technology model (UTAUT2).

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