Electronic Theses and Dissertations (Masters/MBA)

Permanent URI for this collectionhttps://hdl.handle.net/10539/37942

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An Assessment of Digital Transformation and Maturity in the South African banking sector
(University of the Witwatersrand, Johannesburg, 2024) Garane, Achumile Sinazo; Anning, Thomas Dorson
The present study investigates the nuances of digital transformation and maturity in the South African banking sector. In the present study, the prevailing problem is that documented scientific evidence seemingly suggests business customers have to wait a long time for their loan applications to be accepted because banks lack the necessary digital capabilities, business processes and IT competencies to respond to all sales requests promptly. To deal with this pressing empirical and practical gap in the literature, this study collected primary data through a semi-structured interview approach. To do this, two samples were drawn from business executives and retail and business client strata from the banking sector in South Africa. A total of 15 interviews were conducted, comprising 7 business executives and 8 from the retail and business clients group. Data was analysed using thematic analysis. The findings suggest that South Africa's banking industry has a well-advanced digital banking system that integrates business and retail clients with the global financial system and makes it easier for them to plan their cash flow streams using different products offered by digital banking platforms. Nonetheless, despite a relatively advanced banking system, evidence suggests that retail and business banking clients lack the knowledge on how to use digital banking applications. As such, the study recommends that financial institutions should develop user-friendly products, increase knowledge of product usage to clients, and eliminate the probability of cybercrime in digital banking platforms
Digital literacy, perceived risk, and purchase intention in the South African online retail sector
(University of the Witwatersrand, Johannesburg, 2024) Mokgoko, Keetse Hazel; Anning, Thomas Dorson
Online purchase behavior, while steadily growing, is not as prevalent in South African as in other, developed countries. Although South Africa has a significant population of internet users and widespread internet access, it has not resulted in a corresponding rise in the adoption of online commerce. This study aimed to establish whether certain factors, namely digital literacy, perceived risk, ease of use and usefulness, influence consumers’ intention to adopt online retail purchasing in South Africa. Data was gathered from 215 participants in South Africa through an online questionnaire survey. Perceived risk and perceived ease of use were found to be positively and significantly correlated with digital literacy. In contrast to earlier studies, the results suggest that digital literacy does not have a significant influence on an individual’s perception of the usefulness of technology. The study also found no substantial correlation between perceived ease of use and an individual’s online purchasing intentions. Perceived usefulness was found to be a key determinant of consumer’s purchase intentions. The results of this study are highly significant to retailers, government bodies, and other industries, as they emphasise the significance of taking appropriate actions to improve the digital literacy skills of the general public to drive the adoption of e-commerce. The results also, demonstrate the importance of raising awareness regarding risk perception in the context of online shopping. This can be achieved by marketing campaigns that focus on promoting online security awareness.
Effects of Digital Activism on Brand Awareness and Image
(University of the Witwatersrand, Johannesburg, 2022) Malambo, Nachanza; Anning, Thomas Dorson
The purpose of this research paper is to explore the impact that digital activism has on brands in South Africa. Digital activism, commonly known by social media users as cancel culture, has gained momentum with social media audiences; using the network effects of popular platforms such as Twitter, YouTube, Facebook and Instagram to discipline users, brands and celebrities that may have erred or offended users. As brands observe the increase of hours spent on social media, they are likely to increase their presence on the platforms of choice either for digital advertising and marketing communication purposes or to connect with potential audiences. They may be caught up in incidents of digital activism as has been seen with brands such as H&M, Dove, Tresemme and Clicks in recent years in South Africa. This paper begins by unearthing the roots of digital activism in political sciences disciplines and explores how the brand management theories of brand image and brand awareness are affected by this activity. The research problem explores the fact that traditional marketers have concentrated on the positive brand building elements of brand equity, with attention given to the awareness and image that brands are able to conjure in the minds of consumers; without much focus on the negative elements of brand avoidance, hate, and aversion, which can be outcome of digital activism. The research objectives were firstly to investigate the impact that social media activity has on brands as it has been shown that an increase of social media usage among individuals would increase the interaction that brands have with their intended target audience and members of the community. Secondly, the study sought to investigate the impact that digital activism has on brand awareness as one of the gaps to be studied is on the negative impact that digital activism or cancel culture may have on brand awareness. Thirdly, the researchers examined the impact of digital activism on brand avoidance, as a deliberate effort to avoid the brand either online or physically. Lastly, the study seeks to investigate the impact that digital activism has on a brands image, on whether this is reduced or increased in the light of increased mentions, trends, or appearances on popular social media platforms
Improved infrastructure delivery through effective implementation of IDMS and SCM systems and processes in the Department of Public Works, North West Province
(University of the Witwatersrand, Johannesburg, 2024) Diko, Sifiso Isaac; Anning, Thomas Dorson
The Infrastructure Delivery Management System and Supply Chain Management are concepts of strategic importance in service delivery and socioeconomic transformation in the public sector as they guide processes of procurement, planning and implementation of projects in communities. The aim of the study was to improve infrastructure delivery through effective implementation of the Infrastructure Delivery Management System and Supply Chain Management system and processes in the Department of Public Works, North West province. The aim further was to assess the procedures, benefits, challenges and critical success factors of effective implementation of the Infrastructure Delivery Management System and Supply Chain Management system and processes in the Public Works Department. A semi-structured questionnaire was used to collect data on 10 purposive random samples. In order to understand the effects of supply chain management and the Infrastructure Delivery Management System in the public sector, the study used a case study design within an explanatory paradigm. The findings of the study were that, application of IDMS reporting gates, approval gates, framework agreement gates by professional and committees in the Department of Public Works to control Infrastructure Delivery Management System and procedures established minimum requirements, and tracking and monitoring. The development of skills, knowledge, technology, and systems, stakeholder involvement, centralization of high-value transactions, compliance, transparency, and governance are essential for the successful adoption of the Infrastructure Delivery Management System. Infrastructure Delivery Management System innovations, technology, processes, rationalization, and efficient training are among the recommendations
Investigating the influence of chatbots on customer experience and frustrations in self-help functions in South Africa
(University of the Witwatersrand, Johannesburg, 2023) Raphela, Lesego Jerminah Mmakgopa; Anning, Thomas Dorson
Organisations must provide responsive, efficient, and 24/7 customer service in the ever-evolving digital era. Chatbots have emerged as the preferred Artificial Intelligence (AI) technology, offering self-help functions to users in need of various digital services. This study addressed the scarcity of empirical studies on the use of chatbots as self-service agents in South African companies, particularly in exploring their contribution to customer experiences, both positive and negative. The study extended the Technology Acceptance Model (TAM) to investigate the antecedents of customer chatbot engagement and their subsequent impact on customer satisfaction and frustration within the context of self-help functions. Utilising a quantitative approach, data was collected through online survey questionnaires from a sample of 258 participants who had interacted with chatbots. Multiple linear regression analysis was employed for data analysis. Results revealed that perceived ease of use, performance expectancy, compatibility, and social influence positively influenced customer chatbot engagement. Additionally, customer engagement with chatbots had a significant positive correlation with satisfaction and a negative correlation with frustration. These results suggested that enhancing user-friendly interfaces, ensuring optimal performance, aligning with user preferences, and leveraging social influence could foster increased engagement. This study stressed the significance of understanding and optimising customer chatbot engagement for a positive user experience.
Sustainability of Video Streaming Services in South Africa: A Review of Digital Business Models and Strategies
(University of the Witwatersrand, Johannesburg, 2024) Mkhize, Phumelele Wanda; Anning, Thomas Dorson
This research paper examines the success and failure factors of Video Streaming Services (VSSs) in South Africa, specifically focusing on telco and broadcaster-launched platforms. Grounded in the Resource-Based View (RBV) theory, the study utilises a mixed-methods approach to identify critical factors within the context of business models and compare sustainability factors between successful and failed VSS ventures. The research highlights telcos' challenges in content leadership and business model alignment as key contributors to their struggles, in contrast to broadcasters who strategically leverage resources for sustained competitive advantage. The study offers practical recommendations for developing sustainable digital video platforms in South Africa while laying the groundwork for future investigations into cross-cultural dynamics and technological innovations within the evolving VSS landscape.
The influence of perceived risk, trust and security on the online shopping behaviour: A South African perspective
(University of the Witwatersrand, Johannesburg, 2022-06) Hlatshwayo, Mthokozisi; Anning, Thomas Dorson
The Online Retail in South Africa 2022 study conducted by World Wide Worx and MasterCard reveals a 30% growth in online retail in South Africa. This brings the total value of online retail in South Africa to R55 billion. It follows 40% growth in the previous year, which resulted in a total of R42,3 billion in 2021 (Worx, 2022). Based on this result, it can be concluded that the growth of online retail stems not from an increase in consumer demand, but from a shift in consumers' purchasing behaviour from physical shops to online stores and apps (Worx, 2022). As a result of this fact, it is evident that South African e-commerce has made significant progress. Several studies have found that, in addition to other factors, consumers' perceptions of risk and trust influence their online shopping behaviour (Aseri, 2021). Therefore, this study needed to investigate the extent to which perceived risk, trust and security risk shape online shopping behaviour from a South African perspective. After confirming the survey instrument's psychometric properties, a conceptual model was created and tested. The hypothesis was tested using IBM SPSS 27 software. Along with a quantitative approach, a descriptive research method has been used in the current study. A structured tool was initially used to collect 262 responses, but after carefully examining the data, only 242 reliable responses were used for the model's analysis and evaluation. The research employs descriptive analysis, correlation analysis, multiple regression analysis, and path analysis. According to the findings, perceived ease of use (PEOU) and perceived usefulness (PU) have a positive influence on online shopping attitudes (SA). Furthermore, the findings show that online shopping attitude (SA) has a positive influence on online shopping persistence (SC). In addition, the moderation results reveal that the moderating variables Trust in E-commerce (TE), Perceived Risk (PR), and Perceived Security Protection (PSP)/ cybersecurity risk (CR) were significant and indicated that they would moderate the relationship between online Shopping Attitude and online Shopping Continuance. The results of the researchyield helpful insights for retailers by giving them a comprehensive overview of the factors analysed in the study and explaining how they affect customers' online buying behaviour. In addition, this research includes an investigation of demographic characteristics and their impact on diverse factors. These findings will be beneficial to retailers as they discern the attitudes of different demographics concerning e-commerce