Faculty of Commerce, Law and Management (ETDs)

Permanent URI for this communityhttps://hdl.handle.net/10539/37778

Browse

Start date: 2010Subject: search.filters.subject.SDG-9: Industry, innovation and infrastructure

Search Results

Now showing 1 - 10 of 207
  • Thumbnail Image
    Item
    Customer retention strategies for the prepaid mobile telecommunications sector in South Africa
    (University of the Witwatersrand, Johannesburg, 2010) Flynn, Teresa; Peters, Mark
    This 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.
  • Thumbnail Image
    Item
    Attitude and acceptance of Artificial Intelligence technologies in the South African financial services. industry
    (University of the Witwatersrand, Johannesburg, 2024) Wotela, Ruth Rumbidzai; Maier, Christoph
    Despite Artificial Intelligence (AI) being topical, the successful adoption of AI technologies within organisations has been slower than expected. Literature and past research highlights the mixed and contradictory views and findings regarding employees’ attitude and acceptance of AI technologies, which challenge the successful implementation and use of AI technologies. Further, research on employees’ attitude and acceptance of AI technologies in emerging market economies, such as South Africa, and specifically within mandatory settings is limited. The purpose of this research was to investigate and determine factors influencing employees’ attitude and acceptance of AI technologies amongst employees within the financial services industry, where the use of AI technologies is mandatory. The Technology Acceptance Model (TAM) and the Technology-Organisation-Environment (TOE) framework were integrated and extended. This quantitative research study used a cross-sectional design. An online survey was distributed to employees within financial services organisations. A total of 410 valid responses were analysed using descriptive statistics, correlation analysis and regression analysis. Textual responses from the open-ended questions were categorised and presented visually in the form of word clouds. The research results indicate that each of the technological, individual, organisational, and environmental factors have a significant positive effect on attitude towards use of AI technologies. Multiple regression and stepwise regression analysis were used to identify the most influential determinants of attitude towards use of AI technologies from all the technological, individual, organisational and environmental factors. The results indicate that employee wellbeing, competitive pressure, perceived usefulness, management support, perceived ease of use, organisational justice and customer pressure are key determinants of attitude towards the use of AI technologies. The attitude-acceptance relationship is confirmed, as attitude towards use of AI technologies positively influences the acceptance of AI technologies. Although employees’ job roles do not moderate the relationship between attitude and acceptance of AI technologies, their experience with using AI technologies does. Based on these findings the ITOE model for implementing AI technologies is developed, and can be used to facilitate the successful implementation and use of AI technologies. The implications of this research, as well as recommendations for organisations and future research are also discussed.
  • Thumbnail Image
    Item
    Digital transformation strategies in the South African banking sector
    (University of the Witwatersrand, Johannesburg, 2023) Sibeko, Simphiwe Annita; Godspower-Akpomiemie, Euphemia
    The 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.
  • Thumbnail Image
    Item
    Corporate culture as a vehicle for change management in the South African Logistics sector
    (University of the Witwatersrand, Johannesburg, 2024) Perumal, Hagandri; Gobind, Jenika
  • Thumbnail Image
    Item
    Using 3D Printing Technology for Manufacturing Interior Aesthetic Components for Customisation in the Automotive Industry
    (University of the Witwatersrand, Johannesburg, 2024) Mbambo, Nondumiso
    The research is a business venture proposal focusing on exploring the concept of automobile interior customisation through a 3D printing. The research gap of inclusivity in the current offering of the automobile interior was articulated. Theories of digital transformation, digital maturity, innovation, lean innovation and entrepreneurship were used to inform this study. The conceptual framework was developed using the variables of age, gender, customisation, connectedness and purchasing intent. The qualitative research strategy was adopted for the research and probability sampling was used to sample random respondents. Reliability and validity were determined using CFA and SEM. The findings of the study revealed that the concept of customisation is not dependent on age and gender therefore an inference drawn was that market segmentation ought to be done by needs and preferences as opposed to demographics. The findings further revealed that there is a need for this customisation offering as both customisation and connectedness were found to be drivers of purchasing intent. The business case for Mageza 3D printing was advised by the findings of the study where the target market was identified. The business strategy focused on the market penetration, the staggered approach in the operations rollout to 2035 as well as the marketing plan for the concept of customisation. The business showed profitability of 15% from the first year reaching 26% by the fifth year. The main limitation of the study was in the research methodology adopted whereby the inclusion of a qualitative research strategy would have offered a more holistic understanding of concept buy-in across the value chain. In this regard, future research was recommended to assist in solidifying this business case
  • Thumbnail Image
    Item
    The Perception of Bookkeepers on the Adoption of robotic process automation in the automotive industry in Gauteng
    (University of the Witwatersrand, Johannesburg, 2024) Dlamini, Nozipho; Robert, Venter
    Background: The automotive industry in Gauteng, South Africa, stands at the cusp of transformative technological integration, with Robotic Process Automation (RPA) emerging as a key driver of efficiency and innovation. However, the successful adoption of RPA hinges not only on technological prowess but also on the perceptions and attitudes of the Bookkeepers tasked with its implementation and utilization. Objective: This study aims to investigate the effects of Robotic Process Automation on bookkeeping staff in Gauteng's automotive industry. By understanding their perspectives, this study aims to investigate the effects of Robotic Process Automation on bookkeeping staff in Gauteng's automotive industry. Method: In the study, a qualitative method approach was employed to comprehensively capture employee perceptions. Semi-structured interviews were conducted with key stakeholders across the finance and controlling domains within an automotive company. Data analysis involved thematic coding of interview transcripts and statistical analysis of survey responses to uncover patterns, themes, and correlations. Results: Preliminary findings suggest a diverse range of attitudes towards RPA adoption among Bookkeepers in the Gauteng automotive industry. While some express enthusiasm for the potential efficiency gains and reduced mundane tasks, others harbor concerns regarding job displacement and skill obsolescence. Additionally, organizational culture, leadership support, and communication emerge as critical factors shaping employee perceptions and readiness for RPA implementation. The synthesis of qualitative data provides a rich understanding of the complex interplay between individual attitudes, organizational dynamics, and technological integration in the automotive sector.
  • Thumbnail Image
    Item
    Integrating Internet of Things into household waste collection processes in Ekurhuleni
    (University of the Witwatersrand, Johannesburg, 2024) Monobe, Dikeledi; Robert, Venter
    Numerous South African regions face serious waste management difficulties as a result of urbanization, population increase, and ineffective collection systems. Backlogs and inappropriate garbage disposal techniques have resulted, endangering the environment and public health. Reducing inefficiencies and streamlining waste collection procedures are possible with the integration of Internet of Things (IoT) technology. The aim of the study was to investigate how adopting IoT can improve household waste collection in Kempton Park, located in the Ekurhuleni municipality of Gauteng province, South Africa. A quantitative research approach was employed utilising a questionnaire to collect primary data from residents. The Technology Acceptance Model is used as the theoretical framework to examine factors influencing IoT adoption. The results provided perceptions on how well-and poorly received IoT-enabled waste management systems are perceived. Difficulties in incorporating IoT into home waste collection mitigate the impact of perceived usefulness and perceived simplicity of use on the variables influencing technology adoption. By addressing hurdles, the study advances our understanding of how IoT might facilitate more effective waste collection. Policymakers and service providers can use the findings as a reference when deciding whether to use smart technologies to solve South Africa's waste management problems
  • Thumbnail Image
    Item
    The role of digital technologies in enabling subsistence farming in rural KwaZulu Natal
    (University of the Witwatersrand, Johannesburg, 2024) Zulu, Mamakhethe; Magida, Ayanda
    Food security has grown in importance over the years, ranking among the world’s most pressing issues. High food demand has led to poverty, yet sustainable food production methods have proven effective in reducing it. Because of both macro and micro environmental factors, the adoption of digital technology in agriculture have recently had a significant impact on the global landscape. Digital technologies are assisting in meeting the increasing need for sustainable food production on a worldwide scale. This has been achieved by incorporating several digital technologies such as robotics, automation, sensors, Internet of Things (IoT), and data analytics into agricultural processes to maximize crop yields, lower emissions, and optimize farming inputs. By allowing the traceability of goods and processes, this can enable transition from hard human labour to continually automated processes and thus improving agricultural productivity. This study aimed to investigate how digital technologies can enable subsistence farming in KwaZulu Natal. A qualitative approach was adopted for the research, thirteen participants who were subsistence farmers were interviewed using open ended questions. Thematic approach was used to analyse the findings. The findings revealed that adoption of digital technologies was still in its infancy stages, and this was attributed to socio-economic factors such as lack of digital skills, lack of capital to purchase and maintain farming technologies, access to reliable power sources and water. Incorporating technology into farming practices could lead to innovative farming in the rural communities of KZN who still practice conventional farming methods. By applying digital farming technologies, farmers can obtain precise and up-to-date observations on several factors impacting their yield, including plant health, soil quality, meteorological conditions, and the prevalence of pests and diseases. Digital technologies assist agricultural The role of digital technologies in enabling subsistence farming in rural KwaZulu Natal iii producers and academics to make better judgments by analysing the findings. Data obtained can enhance productivity, cut expenses, and oversee resources. Though unevenly, Southern Africa has been rapidly going digital. But the revolution that digitisation promised has not yet materialised in the food and agriculture sectors. Even if these technologies may still be in their infancy in Southern Africa, policymakers must have a forward-thinking mindset to foster an atmosphere that encourages the usage of digital solutions. Encouraging regulations, infrastructure, expertise, and government assistance will be critical in building the foundational elements required to enable DT in agriculture to flourish. It is important not to undervalue the importance of straightforward, useful, and relevant digital tools in African agriculture, particularly when interacting with farmers in rural arears.
  • Thumbnail Image
    Item
    Organisational innovation in the public sector: the case of the Companies and Intellectual Property Commission (CIPC)
    (University of the Witwatersrand, Johannesburg, 2024) Zulu, Bheki
    The project seeks to determine, in the South African context, whether or not public/government agencies have a systematic way of managing of innovation, and if so, to find out if they have method of learning and building innovation capabilities. It highlights possible problems that remain within public sector agencies, the CIPC in particular, with respect to learning and capability building, thereby laying the foundation for a more detailed study to be carried out in the future. The current study further aims to meaningfully contribute to the necessary core skills and teachings in the field of innovation management by trying to improve the understanding of how public sector organisations or government agencies build their internal learning and innovation capabilities. Therefore, the study will make use of two relevant theoretical frameworks, one of which is mostly used to analyse the private sector, that is, dynamic capabilities (DCs), while the other, the Smart Intellectual Property Office Framework (SIPO), is more widespread in the public sector. During the execution of its mandate, the CIPC makes use of technologies and ought to establish its process to optimise its administration and service delivery to the public for both local and international stakeholders. The responsibility of CIPC inter alia, is to administer, regulate and protect Intellectual Property assets and companies in line with requirements derived from a number of legislations/laws that have been in existence for a number of decades. This suggests that the CIPC ought to have the innovation capabilities to deal with issues regarding the technologies it uses and services it provides in executing its mandate. It is also recognised that public sector innovation has a substantial and varied impact on performance with regard to private sector, such as the services provided by CIPC, which include the registration of companies and intellectual property. This study adopted a qualitative approach in analysing the CIPC as a case study. In general, qualitative research methods are quite effective in gathering information that deals with matters that are intangible such as the experiences of the population of interest. In this case, the perspectives of participants provided informed conclusions regarding organisational innovation and its management in the public sector, particularly government agencies. The study was executed using both interviews and the analysis of official documents. iii In conclusion, it was revealed that public organisations that do not nurture learning and the building of coordinative/integrative capabilities risk losing relevance. This is because coordinative/integrative capabilities reflect the ability of an organisation to properly make use of its resources to support the sustainability and constant renewal of the organisation.
  • Thumbnail Image
    Item
    Understanding The role of digitalisation in funeral insurance claims in South Africa
    (University of the Witwatersrand, Johannesburg, 2024) Suliman, Mohamed Ameen; Tweneboah, George
    This research report studies the role of digitalisation in funeral insurance claims in South Africa. The study seeks to understand the benefits as well as the challenges faced by digitalisation in funeral insurance claims in South Africa. A qualitative research study was undertaken within a large funeral insurer based in South Africa. Semi-structured interviews were conducted with employees of the organisation who had expert knowledge of funeral insurance claims. Inductive thematic analysis was the method of choice for understanding the results. The study's findings were that digitalisation has a role to play across multiple points in the claims journey. Benefits of digitalisation include driving efficiency of back-end processes with applications like automation of the claims process as well as supporting fraud detection with artificial intelligence. Challenges of digitalisation include the adoption of digital tools by the insurer and the customer, cybersecurity and the socio-economic dynamics of customers in rural areas. Insurers would benefit from digitalising their workflows to unlock efficiencies within their existing claims processes. Customers would benefit from these efficiencies, as well as the enhanced customer experience that digital channels can provide. The study was limited to employees within a single funeral insurer in South Africa. Further study could be to replicate the study across the broader funeral insurance industry, capturing more players within the market. Additionally, further study on the interactions between particular technologies and their effect on the claims process would be valuable