ETD Collection

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2016 - 20186

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Subject: search.filters.subject.Mobile communication systems--South Africa

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Now showing 1 - 6 of 6
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    The link between strategic CRM systems and revenue in the South African cellphone industry
    (2017) Mgobo, Nontuthuzelo
    The increase in globalisation and disruptive technologies has created narrower margins between industries. Organisational agility and innovation have become strategic enablers for survival in highly competitive markets which require constant evolution in products and services to appeal to the target markets. These developments can only be achieved by deeper understanding of these factors while building and maintaining mutually beneficial and sustainable relationships between a business and its customers. With the introduction of CRM (Customer Management Relationship) applications, businesses have become customer-centric, channelling energy and resources to customer loyalty and retention. There is a mutual benefit where meaningful relationships are nurtured and developed with the provision of appropriate products and services for customers which in turn provides a return on investment for business. Customer Relationship Management has become a major strategic driver that enables business to remain competitive and have a transient advantage. It is essential for business today to have effective CRM systems and tools that use data mining techniques as a foundation. By employing models developed from past research and using the work of various authors as a foundation, a fundamental conceptual model for the South African cell phone industry was developed for the purpose of this study. Application of this model facilitated a critique of existing strategy while clearly outlining areas for development in the case study company. The initial phase was an analysis the organisation’s strategy to determine its relevance and alignment to CRM. Data mining classification, segmentation and association functionalities were used to gain insights from customer information regarding service type (voice or data) preferences and frequency of use by geographical area. This process also revealed market share information that could be affected by external factors such as economic conditions. Efforts to grow revenue with notable returns by the company under review are also revealed, and areas of concern are highlighted. These customer insights allowed for calculation of revenue growth per area based on product use with the assumption value for ARPU (Average Revenue Per User) based on historical industry data. Ranking of the best and worst areas based on revenue, sales and service type was assessed by geographical area. The study’s foundation rests on evidence of successful CRM strategy implementation. The study concludes that this success is attributable to effective CRM systems that are aligned with customer centric business objectives. This needs to be driven by top management down through the business to be successful. With all these factors taken into consideration, this study concludes that strategic CRM application can increase business revenue in the South African cell phone industry.
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    Mobile point of sale adoption by small medium enterprise merchants in South Africa
    (2017) Nyawo, Norman
    The purpose of this study was to identify and test the factors that affect mobile Point of Sale (mPOS) adoption in Johannesburg, South Africa. The adoption of mPOS technology by merchants has not been as widespread compared to developed countries, which begs the question as to what is hindering the adoption in this context. By using a positivist approach, the study tested adoption factors using the Technology-OrganisationalEnvironment (TOE) framework. The framework looked at seven adoption factors that could potentially influence merchant level adoption of mPOS in Johannesburg, South Africa by Small Medium Enterprises. This relational study used researcher administered face-to-face questionnaires to collect data from one hundred SMEs based in Johannesburg, South Africa. Results of this study were used to answer the question as to what the adoption factors are and the extent to which these factors have affected mPOS adoption in Johannesburg, South Africa. The results of the study showed that, mPOS technology has not been widely adopted by SMEs in Johannesburg. The study also revealed that of the seven adoption factors that were anticipated to affect mPOS adoption, perceived value proposition and size of the firm had a significant impact on mPOS adoption. Furthermore, the study also uncovered significant associations between perceived value proposition, perceived competition, industry regulation and perceived security
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    Developing a mobile phone GIS-based application to assist in automobile least cost route planning :a case study of the City of Johannesburg municipal area
    (2018) Naidoo, Veneshree
    The use of cellular phones pervades most technological aspects in daily life. More than 80% of users use their mobile phones for some form of navigation. The objective of this project was to develop a standard automobile routing application for Android mobile phones. The application development process was constrained to a minimal financial budget. This was the main parameter that informed the use of open source application development software and mapping data service providers. The purpose of the routing application is to allow the user to choose the type of routing preferred between shortest path or fastest time. The study area was focused on the City of Johannesburg. OpenStreetMaps has an updated and comprehensive road network which can be relied on for the City of Johannesburg. The application was created for an Android operating system since this is the more common smart mobile phone operating system. The application was built in Android Studio using the Mapbox plugin which is focused on open street routing and pulls from the Open Street Routing Machine for the actual route. The application allows for most standard features such as traffic flow information, geolocation and turn-by-turn directions.
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    Employee attitude change in adopting a market orientation and integrated e-CRM in large corporations in SA
    (2018) Ganesan, Keana
    Within the business-to-business playing field, large corporations in South Africa have implemented and deployed Enterprise Systems like e-CRM in the hopes of improving processes, managing customer relationships and financial gains, as promised by the technologies. These organisations have a typical product-centric focus and end up using the tool for sales management and customer profitability. Without the supporting culture and mindset manifested throughout the organisation, adoption of new technologies like e-CRM and its benefits will remain an unrealised goal. Previous research conducted in the separate fields of culture and technology state that Internal Marketing strategies can be used as change management strategies in terms of either culture or technology adoption. This study explores which Internal Marketing strategies can be applied to induce an attitude change regarding the simultaneous adoption of a market orientation and an integrated e-CRM. Three peoplefocused strategies were chosen as critical success factors, namely: (i) employee involvement; (ii) inter-functional coordination; (iii) and education, training and development. They were selected based on the aim of reducing employees’ resistance to change - especially organisational culture and technology usage. This paper builds on past findings that the identified strategies will have a positive impact on the conjunctive adoption of these organisational changes. A path model incorporating SEM visual statistics is applied to investigate the hypothesised variables. The findings indicate that education, training and development has a positive and direct impact on the increased adoption, however, both employee involvement and inter-functional coordination have an indirect effect through education, training and development. These results are founded on the study of employees at varying levels of large corporations with implemented e-CRM systems, operating within the business-to-business environment in South Africa.
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    An investigation into the influence of mobile marketing on consumers
    (2016) Makhoba, Melusi Maxwell
    Over the past few years, mobile marketing has generated an increasing interest among academics and practitioners. While numerous studies have provided important insights into mobile marketing, our understanding of this topic of growing interest and importance remains deficient. Therefore, the objective of this literature is to provide a comprehensive framework intended to guide research efforts focusing on mobile marketing via SMS/MMS as well as to aid practitioners in their quest to achieve mobile marketing success. The literature is built around brand equity and awareness and whether this form of direct marketing enhances the brand. It begins with a brief background to the research situation. Mobile marketing is also defined and the researcher also looks at mobile marketing in South Africa. The researcher also outlines mobile marketing from marketing communications mix perspective and provides a comprehensive overview of the benefit of mobile marketing. The literature concludes with a detailed description of, what’s in it for companies, along with speed and simplicity of this form of direct marketing.
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    The impact of mobile banking on the bottom of the pyramid consumers in South Africa
    (2017) Tshabalala, Thobile
    Menstrual Hygiene Management is a process of keeping clean by girls and women through washing, changing and disposal of sanitary protection during their monthly periods. When schools provide a conducive environment for girls to manage their menses, girls become empowered and confident to participate in education without fear and embarrassment. Lasi High school in Mpolonjeni constituency is a rural school in low income settings whose girls like many girls in the area have to manage their monthly menstruation. The purpose of this study is to explore the experiences and practices of rural school girls in Mpolonjeni community in managing their menses. A qualitative exploratory and descriptive study was undertaken through focus group discussions. The researcher managed to purposively select a sample of two focus groups with ten participants, each, three teachers and the Deputy Head Teacher. The study finding reveals that girls experience a number of challenges when managing their menses in the school setting which the school administration is not entirely aware of. Some of the issues raised by the girls can be addressed without unreasonable costs implications but through empathy and general support. The study recommends a further investigation for Education and school policies that will enhance enabling school environments to support girls in managing menstruation at school.