Faculty of Commerce, Law and Management (ETDs)
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Item Customer retention strategies for the prepaid mobile telecommunications sector in South Africa(University of the Witwatersrand, Johannesburg, 2010) Flynn, Teresa; Peters, MarkThis study will propose ways in which companies can focus retention strategies in the local prepaid mobile telecommunications sector. Currently there is little academic literature on this topic, even though in-house marketing research has been done by the operators. The purpose of this research is to investigate the customer retention strategies in the prepaid mobile telecommunications sector in South Africa. This will be done by triangulation of what consumers believe is important in their retention, what the organisations deem as paramount, and what retention experts state are the motivators of retention. Data was collected using both a survey questionnaire for consumers, and through face to face interviews with marketing management at mobile telecommunications operators, as well as independent expert consultants on the topic of customer retention. The findings from this study were that the consumers want to keep the same cell phone number as it is part of their identity. The customer looks at the total offering when considering pricing, and not just certain costs, and prefers a prepaid model as spending is controlled in this manner. Both consumers and management agree that rewards and loyalty programs are seen as a value add, especially where they offer instant gratification. A reliable product is necessary for a consumer to stay with the company, as is accessibility to support and other products. Management realises that the total customer experience across all touch points is a retention enabler, with one really bad experience being enough cause for a customer to churn. The consumer survey indicated that customer service is a driver that all market players need to improve on. An organisation's brand allows a consumer to identify with the firm, and is more a pull factor than a push factor, unless it is perceived as dishonest or unethical. The only time a consumer's demographics came into play regarding customer behaviour was age making a difference was when using a cell phone to access the internet -older age brackets use it sparingly if at all. Although other value added services such as SMS and MMS are used across the board. Companies model consumer behaviour, and base it on data from previous churners to identify possible churners. Of these, only profitable churners are then recognised for retention campaigns. Retention campaigns are measured for success. The prepaid market makes up 80% of the mobile telecommunications market in South Africa, and the revenue they contribute is approximately 35% of the total. Therefore this customer base should not be neglected or ignored. Due to the demographics of emerging markets, prepaid offerings are the way of the future. The research paper finishes with several recommendations on how to enrich customer retention strategies for the prepaid mobile communication market.Item Digital transformation strategies in the South African banking sector(University of the Witwatersrand, Johannesburg, 2023) Sibeko, Simphiwe Annita; Godspower-Akpomiemie, EuphemiaThe emergence of digital solutions has created unexpected players in the banking sector as the market slowly grows to defy boundaries. New entrants in the market are challenging the traditional players who have dominated the South African banking sector by introducing digital solutions and low-cost operating models. To compete in this rapidly changing and evolving market, traditional banks should prioritise digital transformation. To drive innovation and long-term solutions, organisations should seek change and transformation. The concept of digitally transforming corporate, operational, and functional strategies of an organisation underpins the focus of this research article. The fundamental objective of this research is to enhance comprehension of the current advancements in the discipline of digital transformation strategies. This study aimed to contribute to not only the assessment of strategy maturity and effectiveness, but to provide context to the South African banking sector. The objectives were achieved through qualitative comparative analysis of audited integrated annual reports and surveys on customer experience to calculate Net Promoter Scores in the industry. Analysis was conducted by applying a conceptual framework constructed by leveraging existing theories in literature, to identify and scrutinise the relationship between digital transformation strategy designs, learning and growth initiatives, and customer experience on the overall performance and market leadership. The framework provided structured analysis and standardised data to test strategy effectiveness between the four sample banks. Overall, the study argues the need of standardised attributes pertaining to digital transformation strategy design and initiatives, which will drive accurate reporting on strategy maturity. Data reported is decentralised as there are not governing frameworks to align reporting. Aligning key attributes will provide decision makers with better insights and equip incumbents to respond less tactically to the evolving world of banking.Item The influence of Entrepreneurial Capital on the performance of subcontracting SMMEs in Gauteng, South Africa(University of the Witwatersrand, Johannesburg, 2019-03) Rampa, Mmatsatsi; Galawe, JabulileThis study explores the prospect of entrepreneurial capital in stimulating SMME performance. It seeks to investigate the use of non-financial capital (entrepreneurial capital) in SMMEs registered under the CIDB, in the general building sector, and its influence on SMME performance. It unpacks the two dimensions of entrepreneurial capital which are entrepreneurial commitment and entrepreneurial competence. This study is a quantitative research, based on a positivism research paradigm. The survey structured research instrument was collected using Qualtrics. The primary data, with a sample size of 377, was distributed using emails and was consolidated via Qualtrics. The data analysis and interpretation was based on descriptive analysis, correlation analysis, exploratory analysis and multiple linear regression analysis. The study was initially designed to analyse the two dimensions (entrepreneurial competence and commitment) collectively with their antecedents (opportunity, relationship, conceptual, organising and strategic competencies); and (normative, continuous and affective commitment) respectively. The survey findings could not converge into a clear multi-dimensional factor structure for each construct. Hence the analysis could only be undertaken at the dimensions level without breaking them down any further into their sub-sets. Entrepreneurial competence was the only one of the two that emerged as the statistically significant predictor of SMME performance. However, both dimensions had a positive influence with business performance, though entrepreneurial commitments’ influence was weak and not statistically significant. SMME owners/managers should continuously advance and assess their specific entrepreneurial competence in order to positively influence their business performance. Policy makers, training and support programmes should align content to specific entrepreneurial competence.Item Organisational Readiness for Digital Innovation within the Automotive Manufacturing Sector in South Africa(University of the Witwatersrand, Johannesburg, 2023) Mufumadi, Mendy Konanani; Oba, PiusGlobal digital disruption is an inescapable fact of the 21st business environment. The consequences thereof have major implications for all sectors, including the automotive manufacturing industry. The advent of electric cars and self-driving vehicles are just some examples of digitial innovations in the sector. Digital technologies have significantly advanced the automotive manufacturing industry, altering how processes are executed, customer interactions are carried out, and supply chain management is handled.However, despite the benefits of Digital Innovation, many organisations struggle to adopt and integrate these technologies effectively, with one of the challenges being organisational readiness for Digital Innovation. It is against this backdrop that the current study investigated the factors that influence organisational readiness for Digital Innovation in the South African automotive manufacturing context, specifically at Company X, and how organisations can overcome those barriers/ factors. A review of extant literature showed a dearth of studies on Digital Innovation in this sector within the SA context. Therefore, there was a need to investigate the factors that influence organisational readiness within the automotive industry in South Africa, and to identify strategies that can help with overcoming the barriers. The study adopted a qualitative methodology, using interviews as a research tool in which 12 participants were interviewed. The data analysis yielded 3 main themes and various related sub-themes, namely (a.) Understanding and involvement of Digital Innovation, (b.) Readiness FactorVersus Digital Innovation and (c.) Challenges and Barriers that hinder Digital Innovation As with many other businesses, automotive manufacturing is also compelled to respond to the challenge posed by technological advancements. For Company X, leadership and management were the most highly ranked factors influencing organizational readiness. The perceived meaning of Digital Innovation revolved iv around improving processes and adding value to both internal and external customers, making use of technology to improve decision-making. The use of technology such as AI, IoT and Power BI has gained momentum as well. This study covers a wide range of topics that are relevant to the business, management, organizational and professional areas. It emphasizes the significance of management and leadership as key factors impacting organizational readiness. Managers, engineers, and IT professionals can gain valuable insights regarding the challenges and best practices for implementing digital technologies from this work as it also clarifies organizational dynamics and the prerequisites for successful digital innovation, offering practical strategies for organisations to enhance their readinessItem Technology Adoption by Small-Scale Farmers in the Mid-Vaal Local Municipality(University of the Witwatersrand, Johannesburg, 2023) Mindi, Thulani; Pellissier, RenéIt has been demonstrated that using technology in the farming industry increases production, efficiency, and income. Adoption of technology is influenced by a wide range of circumstances, though. The aim of this study was to examine, using the PESTEL framework, how external factors affect small-scale farmers' adoption of technology throughout the Mid-Vaal Municipality. This would help the municipality, policymakers, and other stakeholders, as well as small-scale farmers, identify and prioritise external factors that significantly impact small- scale farmers' adoption of technology and take appropriate action to address or mitigate them through changes in policy or technology. A qualitative research study using semi-structured face-to-face interviews was conducted with a sample group of 11 participants. The group was made up of farmers with a diverse background in terms of farming experience and educational background. The study also focused on farmers who are involved in selling all or part of their produce operating farms between two and five hectares. A thematic analysis technique was used to identify themes in the data analysis. Most of the farmers said they are aware that technology can help them be more productive, and efficient, and generate more revenue. However, the findings of the study demonstrated that when it comes to technology adoption, most of the farmers are negatively impacted by external factors. Farmers have expressed frustration with government policies which do not enable them to implement new technology and with the stringent admission requirements of programs designed to help them, it impossible for small-scale farmers to get involved. Farmers also indicated that financial institutions view small-scale farmers as high risk and have less appetite to provide them with financial assistance to help them modernise their businesses using technology. Thus, farmers resorted to monitoring technology trends in the farming space and creating “makeshift” solutions of what is trending at the time. Furthermore, the findings showed that economics of acquiring and operating the technology is the biggest external factor farmers consider before they acquire any of form of technology. Additionally, farmers prefer using tried and tested methods iii as this is less risk and affordable. Moreover, there’s a new generation of farmers coming into the Mid-Vaal and have a positive view of new technology, which could lead to the utilisation of the latest technology as the farming operations mature. Lastly, the study made recommendations to support the adoption of technology amongst farmers to increase productivity, efficiency, and revenueItem Incumbent response strategies to disruptive innovation in the South African banking industry(University of the Witwatersrand, Johannesburg, 2023) Ishwarlaal, Nikhilia; Omotoso, PelayoIn the South African banking industry, five major banks have collectively maintained a 90% market share across retail and wholesale banking; however, new entrants are emerging with disruptive innovations that threaten the incumbents’ dominance. The purpose of this study is to explore how these established firms perceive the threat of disruption and respond with their own strategies. It also aims to discover what factors influence these strategies, to understand why one strategy may take priority over another. The study investigates the problem statement posed by disruptive innovation theory, which is the potential failure of incumbent firms to respond appropriately to disruptive innovation. Findings have been assessed against a framework combining two theories and their extensions: disruptive innovation theory and response strategy theory. From the population of incumbent banks in South Africa, the top five in terms of assets held were included in the sample. To ensure informed insights, purposive sampling was used to identify four participants from each firm who could comment authoritatively on the topics under consideration. The study employed a qualitative methodology, leveraging semi-structured interviews to gather primary data from participants. Supplementary secondary data was used to support findings where required. Findings of this research include that disruption is occurring within this industry and to a high enough degree that incumbents have acknowledged disruptors and the threat of disruption. It is specifically found to be in the middle stage of the process of disruption, whereby the disruptive innovations are no longer insignificant, and are growing in performance and in presence across the industry; however, they are not considered to have penetrated incumbents’ mainstream market yet. In response to this, incumbents have prioritised at least one, and a maximum of two, response strategies out of a possible five that are dominant in this industry. The research also identified 16 factors that fall into two categories, motivation and ability to respond, which influence the prioritisation of response strategies. These insights may be used to inform theory around incumbent responses to disruptive innovation, with extensions towards the banking industry. It also has the potential to support incumbents in understanding and modifying their strategies to maximise their response to disruptionItem Value co-creation in regional innovation ecosystems in South Africa(University of the Witwatersrand, Johannesburg, 2023) Chifokoyo, Tshegohatso; Karuri-Sebina, GeciTechnological innovation has been a factor in encouraging inclusive economic growth and enabling developing countries to address pressing development issues. Small, Medium, and Micro-Enterprises (SMMEs) account for around 30% of South Africa's GDP and employ more than 45% of the labour force (OECD Library, 2021). However, these technology SMMEs have faced challenges in South Africa, and their regional innovation ecosystems have needed the innovation support provided through the Department of Science and Innovation’s Regional Innovation Support Programme (RISP). The regional innovation support programme aims to use innovation as a catalyst to foster development. However, the actual contribution of regional innovation network platforms (RINPs) to value co-creation is not adequately evidenced and understood. The literature suggests that value co-creation can be realized through the innovation process's four highly collaborative phases: co-experience, co-definition, co-evolution, and co-development. To explore the question of how RINP ecosystems contribute to value co-creation, this research employed a qualitative approach. The research design methods involved content analysis and semi-structured interviews with key informants. The study found that there are nuances found in the detail of each RINP’s innovation- enabling activities, the structure of their governing bodies, and the various methods of joining the platforms. The study also found that there is limited knowledge among key actors about the national system of innovation and its role at regional level. The findings identify the necessary innovation practices and innovation capabilities to enable more effective RINPs. The study findings also suggest that the definition of “value” in RINP research differs from region to region based on assessing their innovation outputs. Ultimately, the study found that – notwithstanding the fact that South Africa has made major advancements in establishing RINPs across the country – some RINPs struggle to fully function owing to challenges such as a lack of human, financial and physical resources. The study provides practitioners and scholars with insight into how the regional innovation ecosystems can better contribute to value co- creation in South Africa.Item The role of digital technology in sustaining SMEs in Johannesburg(University of the Witwatersrand, Johannesburg, 2023) Arunajalam, Prema; Gobind, JenikaThis research study aimed to investigate the role of digital technology in sustaining small and medium enterprises (SMEs) in Johannesburg, South Africa. SMEs face resource constraints in establishing digital operations in their organisational framework. The reasons behind the constraints are discussed in this report. A sample group of SME owners was interviewed to gain further insights into the successes and challenges these organizations face. The interviews were conducted across diverse industries to gain multiple perspectives. The key findings noted that many similarities between the organisations and the challenges they face are quite common. Financial constraints are a key finding, with many financing giants not willing to fund an SME due to the nature of the business. These financial constraints, in turn, have several knock-on impacts for the SMEs as they must focus on revenue generation and less focus on optimisation and growth. The findings demonstrate the impact on the sustainability of the SME due to this key factor, in addition to talent management, competition, economic climate and strict legislation. The key outcome of the findings documents a sustainability crisis for the SMEs in Johannesburg. These organisations operate in survival mode with moderate exposure to digital technology due to constraints out of their control. Accessibility to digital technology could create limitless potential for SME growth and profitability, increasing sustainability tenfold and driving a positive upswing in the country's economy.Item The Impact of Technology Innovation on Higher Education Institutions. A case study of a private and public Universities in Johannesburg(University of the Witwatersrand, Johannesburg, 2023) Iroha, George; Horne, ReneeTechnology has demonstrated its disruptive potential in business and human activities, particularly in the service industry, as well as improving education and knowledge. Regardless of the growth of technology innovation in different industries, its impact on educational industry is often overlooked unnoticed, specifically in light of the current Industry 4.0 based technology innovation. The revolution of technology over the years has created possibilities for improving the teaching and learning method which were entirely lacking before the third industrial revolution. In contrast to many innovation research, including that of the fourth industrial revolution, which has concentrated primarily on computers and manufacturing, just a few studies have examined how technology innovation is revolutionising the service industry, particularly the education industry. The aim of this study focused on the impact of technology innovation on higher education institution in South Africa. First it investigated the effect of technology innovation on learning using the flipped classroom model. Secondly it analysed the impact of technology innovation on learning using the Moodle learning method. Thirdly it examined the influence of technology innovation on students’ attitude. Fourthly it assessed the effect of technology innovation on students’ satisfaction. Then lastly it examined if demographic factors (such as age and gender) have a moderating effect on the relationship between technology innovation and student satisfaction. This study found a positive significant relationship between technology innovation and Moodle learning method of learning. Also, there is a positive significant relationship between technology innovation and students’ attitude. There is also a positive significant relationship between technology innovation and students’ satisfaction. However, the study shows no significant positive relationship between technology innovation and flipped classroom method of learning. Lastly, the study also found no significant positive relationship between technology innovation and students’ satisfaction when demographic factors (age and gender) is a moderating variable. These findings will assist both government and educators in tertiary institution to develop a theoretical framework with the use of technology innovation tools to better prepare students for the fourth industrial revolution which will foster sustainable development drive for the future of education. The study adopted the positivist paradigm, and followed a quantitative approach in gathering data. The study made use of the survey research method and the data were analysed using regression analysis with SPSS statistical tool.Item Readiness of South African fee-paying public high schools in Gauteng in adopting 4IR technologies in alignment with Education 4.0(University of the Witwatersrand, Johannesburg, 2023) Mokhwesana, Ramantiii ABSTRACT Far-reaching implications are being observed regarding how people engage, live, work, and educate themselves due to the requirements of the Fourth Industrial Revolution. The fusion of physical, human, and digital worlds is becoming increasingly evident. The redefinition of industries and the edification of people has led to the emergence of concepts like Education 4.0. which is characterised by intelligent technologies like three-dimensional printing (3D Printing), the Internet of Things (IoT), big data, data analytics, machine learning (ML), gamification, and augmented reality (AR). Literature in this field highlights the disruptive nature of these 4IR technologies, particularly in the education sector. Purpose: This study investigated the readiness level of South African fee-paying public high schools in Gauteng in their adoption and implementation of 4IR technologies in alignment with the objectives of Education 4.0. The outcomes of the study aimed to provide valuable insights into the factors that may have impacted the adoption or lack thereof of 4IR technologies in the classroom and thus offered remedial solutions where applicable. Research Design and Methodology: A generic qualitative research design was employed to explore stakeholder perspectives on the benefits of 4IR technologies in education. Semi-structured interviews were conducted using snowball sampling to gather data. Thematic analysis, specifically an inductive approach, was chosen to identify and interpret emerging themes from the interview transcripts. This research design and methodology provided an in-depth understanding of stakeholder experiences and insights. The total sample size comprised eleven participants. Key Findings: The study revealed both potential benefits and challenges associated with adopting and integrating 4IR technologies in the educational facilities under study. Educators generally perceived value in 4IR technologies for enhancing education quality. Potential benefits identified included personalised learning, active learning, and preparing students for future work iii contexts. However, challenges such as restricted access to technology, inadequate infrastructure, and insufficient training were also identified as potential barriers to adoption. Recommendations: The study recommends targeted interventions to address challenges and leverage opportunities for integrating 4IR technologies in foundational education contexts. These include exploring alternative financing models, implementing comprehensive and ongoing training programs, revising the curriculum policy statement, and effecting infrastructural improvements.