Electronic Theses and Dissertations (Masters/MBA)

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

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Subject: search.filters.subject.Customer service

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    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.
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    The potential of Speech-to-text technology in enhancing efficiency in the aviation sector in South Africa
    (University of the Witwatersrand, Johannesburg, 2024) Mainganya, Kagiso C.; Magida, Ayanda
    This research report evaluates the potential of speech-to-text technology to enhance efficiency in the aviation sector in South Africa. It examines how this technology could improve operational and flight efficiency, impact customer service, and address potential implementation barriers. Key focus areas include - the accuracy of speech- to-text conversion, especially in noisy environments like cockpits and air traffic control towers as well as, the technology's ability to adapt to various accents and aviation- specific jargon. The report also highlights the urgency of cybersecurity measures to protect sensitive flight data. A thematic analysis was conducted with a focus on dynamic capabilities and the General Systems Theory framework
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    The impact of digitalisation on e-service quality: study of internet banking in South Africa
    (2020) Theko, Mandisa Charlene
    This study focuses on examining and analysing the impact of Digitalisation of banking on driving customer satisfaction through e-service quality measurements. Through literature review of existing digital transformation in banking research as well as looking at e-service quality models such as servqual. The study will measure how Digitalisation of traditional banking has shaped customer experiences by focusing on one bank, Standard Bank South Africa. The focus of this study will be limited to the banking sector. The research paper aims to develop a general understanding of changes in the banking industry by analysing literature on both technology, banking organisations and service delivery in order offer guidance for further research development For this research paper and adapted version for internet, banking SERVQUAL will be used to deal with customer satisfaction concerning internet banking. The approach will be to use the modified SERVQUAL instrument on the study sample and then validate data using the measurement model and the structural equation model. The relationship between internet banking and, customer satisfaction will be investigated, and the research hypotheses were tested. The sample consisted of 207 participants who were all Standard Bank customers. The survey was targeted and about Standard Bank Internet Banking platform, and therefore the research was ringfenced to customers who banked with Standard Bank and had used Standard Bank Internet Banking in the last 12 Months. The study went and tested the theory against several factors, such as the adoption of internet banking and its effect on e-service quality. The study also examined the impact of service quality on customer satisfaction and retention. Lastly, the effect of customer satisfaction on customer retention. Based on the results, we can conclude that Digitalisation of traditional banking, into internet banking, had a positive effect on e-service quality.