Singh, DGoncalves, Duarte P2025-10-312025-10-312025-10http://hdl.handle.net/10204/14465The financial industry has witnessed widespread adoption of digital banking services and platform enterprise architectures. The literature highlighted gaps in linking enterprise architecture and platforms and facilitated the synthesis of a conceptual framework. A mixed methods study validated enterprise architectural elements and characteristics critical to the success of banking platforms in South Africa from a customer perspective. Two data collection methodologies were applied to five anonymized South African banks: banking application content analysis and observation, and quantitative analysis of social media customer reviews of customer’s perceptions towards the banking platforms. Vital enterprise architectural elements are strategies, products, services, technical design, privacy, security, governance, communication and trust. Social media review analysis found that the predominant complaints were inefficient services and long service times. While banks invest in their digital platforms, high operational costs and operational inefficiencies within current processes must be resolved to reduce customer complaints.FulltextenEnterprise architecturePlatform architectureDigital banking platformSouth African banksConference Presentationn/a