Faculty of Commerce, Law and Management (ETDs)

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    The Importance of Robotic Process Automation (RPA) on Customer Experience in the South African Financial Sector
    (University of the Witwatersrand, Johannesburg, 2023) Mndebele, Thandekile; Chalomba, Nakuze
    Robotic process automation (RPA) is a technology that enables businesses to automate repetitive business functions that are considered mundane in order to boost productivity and reduce expenses. Digital transformation, more specifically RPA, has received increased attention in the financial sector because of its potential to improve user and customer satisfaction. This study investigates how RPA affects customer experience in the financial sector in South Africa. A quantitative research approach was used in the study, which included an analysis of the data collected from 215 South African participants against a review of the current existing literature on the RPA subject matter. According to the results, the variables that drive RPA adoption can enhance the customer experience by increasing perceived usefulness, boosting reliability and availability, increasing perceived security, and enhancing perceived ease of use. However, RPA adoption is still in the early stages in the South African financial sector, and there are a number of obstacles to it, including concerns about data and job security. Additionally, to increase the adoption rates in order for financial services providers to fully gain the benefits of RPA, the businesses will need to confront the adoption barriers and make the necessary investments in infrastructure and resources. This study adds to the understanding of how RPA can enhance the customer experience within the financial sector and offers insightful intelligence to any South African business already making use of or considering to use RP
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    Adoption of embedded subscriber identity module (ESIM) technology services by South African smartphone users for international roaming
    (University of the Witwatersrand, Johannesburg, 2023) Singh, Sharon
    The objective of this study was to investigate the factors that influence the intention to adopt ESIM (embedded SIM) technology for international roaming services by South African smartphone users. Currently, the Subscriber Identity Module (SIM) is a physical hardware with an integrated chipset that is inserted into mobile handsets. Physical SIM cards allow a single profile to be provisioned for users. The next evolution in SIM card technology, ESIM, have the capability to support multiple user profiles. The development of services and new business models enabled through ESIM technology is dependent on the willingness of users to adopt these services. A theoretical model was developed using TAM as a basis with the additional constructs of trust and risk to test the intention to adopt international roaming services. A cross-sectional, quantitative study using an online survey instrument was employed. A sample size of 142 was collected. The sampling method used was a non-probability, convenience sampling technique and Confirmatory Factor Analysis (CFA) was performed to examine the reliability and validity of the measures and the main conceptual model was tested using structural equation modelling (SEM). Perceived ease of use and perceived usefulness were identified as the most significant factors that influence the intention to adopt ESIM roaming services. Perceived usefulness was identified as significant mediating variable between perceived ease of use and intention to adopt. Perceived risk presented as statistically significant, direct influences on intention to adopt. The trust factor had an insignificant influence of the intention to adopt. The study’s findings form a basis for future research on ESIM enabled services. These findings are relevant to mobile operators, technology platform owners and developers of services for ESIM enabled devices (smartphones, wearables and internet of things devices) with the intent to understand factors that drive users’ intention to adopt service