Faculty of Commerce, Law and Management (ETDs)

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    The potential impact of digital transformation adoption on customer experience and customer value in the South African mobile telecommunications sector
    (University of the Witwatersrand, Johannesburg, 2024) Sigamoney, Nadine; Magida, Ayanda
    This research study investigated the impact of the adoption of digital transformation by customers of South African mobile network operators (MNOs) on their perceived customer experience and customer value. Prior studies qualitatively investigate the maturity of digital transformation in South African entities yet there is limited insight on the measurable impact of digital transformation, particularly from the consumer-facing perspective. The study adopted a quantitative, positivist, and deductive approach, using an online survey to collect data from 181 respondents who use mobile connectivity services from South African MNOs and MVNOs. The study adapted the Diffusion of Innovations theory as the theoretical framework and tested four hypotheses using regression analysis and confirmatory factor analysis. The results showed that the adoption of digital transformation, measured by the relative advantage characteristic from the theory, had a positive impact on both customer experience and customer value. The results also indicated that digital transformation had a positive impact on digital literacy, yet digital literacy did not have a mediating effect on the relationship between digital transformation adoption and customer experience, nor on digital transformation and customer value. The study contributed to the academic knowledge on digital transformation in South Africa, particularly in the consumer-focused telecommunications industry, and provided practical implications for telecommunications practitioners on how to leverage digital transformation initiatives to enhance customer experience and customer value in the South African market. Recommendations for future studies included studying a broader sample of the South African market, adopting a mixed-method approach to obtain rich customer sentiment insights and increasing focus on studying the effects of digital literacy
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    Digital banking penetration in underserved communities in South Africa
    (University of the Witwatersrand, Johannesburg, 2022) Mdluli, Ntokozo; Totowa, Jacques
    This purpose of this research paper is to investigate the impact that the closing of bank branches and the influence of digital banking as an alternative has on the banking population in underserved communities. For the purposes of the study, these communities are those that face barriers and challenges in gaining access to and using resources. Access to electricity, problems with broadband infrastructure or internet connectivity, employment, language, and literacy are just a few of the issues. With the rapid rate of bank branch closures globally and in South Africa, which are due to a variety of factors such as operational cost savings for banking institutions, looting unrest that resulted in property destruction, and the rate of digitalization, underserved communities are at risk of becoming financially excluded. The study sought to answer four research questions. Understanding the factors that influence underserved communities' banking activities, investigating the impact of traditional banking channel closures such as bank branches on underserved communities, determining whether the traditional banking channel closures result in financial exclusion of underserved communities, and making recommendations to banking institutions on how to lessen the impact of traditional banking channel closures. As part of the study, the researcher used a quantitative research approach, distributing a questionnaire to 179 members of underserved communities across South Africa. The key findings of the research showed that the results for two out of four hypotheses were statistically significant. We were able to show that the closure of bank branches increases the use of digital banking in underserved communities and may result in financial exclusion of people in underserved communities. In contrast to the literature review findings, we discovered that bank branches have no influence or impact on the community in underserved areas, and that issues with electricity and internet connectivity, a lack of digital literacy, and security concerns do not prevent underserved communities from using digital banking
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    The influence of digital literacy initiatives in South Africa : a Nemisa case study
    (2022) Moleko, Letlotlo Kenneth
    The aim of the study the Influence of digital literacy initiatives in South Africa. The study focuses on the National Electronic Media Institute of South Africa (NEMISA which was initiated in 1998 with the core purpose of being an education, learning and technical skills centre for the Television, Radio and Broadcasting industries. Studies on the influence of digital literacy initiatives in South Africa are limited. Therefore, a need exists for a thorough understanding of these digital literacy initiatives' influence in improving economic and job opportunities for the target user groups. A qualitative case study research methodology was used to establish deeper insights and perspectives from multiple stakeholders to ensure a holistic and in depth view of these initiatives within their natural context. 14 individuals were interviewed and 6 of the of the respondents were current and former students of NEMISA. The research study adopted the Multiliteracies framework as a means for understanding how the evolution of technology impacts the learning context and identify ways to improve digital literacy in the cultural context of South Africa. The research study uncovered six key themes which comprised namely accessibility, e-learning, economic viability, future Skills, lifelong learning and partnerships. The results from this research revealed that digital literacy training provided by NEMISA improved the opportunity to gain job opportunities for students, improved access to institutions of further learning, and aided in motivating lifelong learning. The researcher recommends digital literacy to be introduced at basic, secondary and tertiary education levels