Faculty of Commerce, Law and Management (ETDs)
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Item Sustainability of Video Streaming Services in South Africa: A Review of Digital Business Models and Strategies(University of the Witwatersrand, Johannesburg, 2024) Mkhize, Phumelele Wanda; Anning, Thomas DorsonThis research paper examines the success and failure factors of Video Streaming Services (VSSs) in South Africa, specifically focusing on telco and broadcaster-launched platforms. Grounded in the Resource-Based View (RBV) theory, the study utilises a mixed-methods approach to identify critical factors within the context of business models and compare sustainability factors between successful and failed VSS ventures. The research highlights telcos' challenges in content leadership and business model alignment as key contributors to their struggles, in contrast to broadcasters who strategically leverage resources for sustained competitive advantage. The study offers practical recommendations for developing sustainable digital video platforms in South Africa while laying the groundwork for future investigations into cross-cultural dynamics and technological innovations within the evolving VSS landscape.Item Determinants of Digital Transformation in South African Telecommunication Organisations(University of the Witwatersrand, Johannesburg, 2024) Tar-Mahomed, Taazmin; Alagbaoso, Manessah ObinaliIn the dynamic gig economy, organisations are grappling with increasing pressure to adapt through digital transformation (DT) for continued relevance. Successful DT initiatives have proven to boost organisational performance and competitive advantage, resulting in a twofold increase in total enterprise value for digital companies. However, despite its strategic significance, the intricate and multifaceted nature of factors that influence DT contributes to consistently low success rates in adopting this initiative. This study employed a qualitative research approach to develop a comprehensive DT framework, incorporating perspectives on strategy, technology and employee engagement. This involved a literature review of five seminal frameworks, which led to the conceptualisation of an artefact framework. The framework underwent rigorous evaluation through 15 semi-structured interviews with experts in digital transformation and telecommunications. The findings from the expert interviews informed the design of a holistic proposed framework anchored in the Digital Dynamic Capabilities Theory and Business Strategy Framework. The proposed framework delineates crucial determinants of DT that are tailored for South African telecommunication organisations. It comprises six pillars, which are grouped into visionary, structural and foundational enablers and encapsulate nuanced perspectives on technology, strategy, employee engagement and change management dynamics. The framework aims to serve as a best practice guide for industry leaders, emphasising the development of the capabilities, mindsets and structural conditions necessary for a successful DT journey.Item The role of digital transformation within construction project management in South Africa(University of the Witwatersrand, Johannesburg, 2023) Snyman, Pierre; Sethibe, TebogoIn the rapidly evolving landscape of South Africa's construction industry, integrating digital technology has emerged as a pivotal factor influencing project management practices. This study delves into the role of digital transformation within construction project management, framed within the context of technological advancements and shifting industry paradigms. This investigation used a qualitative research methodology to gather data through structured interviews with the South Africa construction sector and international professionals. The sample comprised individuals actively involved in project management, offering insights into the current state of digitalisation and challenges in the planning phase of construction projects. The findings reveal a significant integration of digital tools such as CCS MSP and Primavera P6, highlighting their contribution to enhanced efficiency and effectiveness in project management. The study also uncovers the cultural and age-related challenges in adopting these technologies, alongside the role of regulatory reforms and the DD in their implementation. Advanced collaboration methods, including BIM, Virtual and Augmented Reality (VR/AR), and cloud-based tools, were identified as key to improving stakeholder communication and project success. Conclusively, this research underscores the transformative role of digitalisation in construction project management in South Africa. It advocates for strategic policy interventions and targeted training initiatives to bridge the digital divide, particularly among older professionals, and to harness the full potential of digital tools for improved project outcomes. The study provides valued insights for practitioners and policymakers who want to explore and achieve a deeper understanding of the complexities of modern project management in the construction industry during digital transformation.Item Digital transformation in Lesotho Postbank: a case for e-commerce, mobile application and ATMs(University of the Witwatersrand, Johannesburg, 2024) Ramokhoa, Tsepo; Sethibe, TebogoLesotho Postbank's endeavours to adopt Digital Transformation have resulted in limited advancements in offering online services, interactive websites, and other associated activities. This study examined the incorporation of e-commerce and other digital technologies, and the essential managerial skills required to implement digital transformation successfully. Specifically, it assessed the necessary digital skills and examined how emerging technologies and the characteristics of the digital environment influence these skills. The responses were obtained directly from senior managers involved in the organi sation's day-to-day decision-making process. The results suggest a general agreement that digital skills are necessary for Digital Transformation. It also highlights the need for continuous training among employees. Furthermore, the findings show a discrepancy between the understanding of digital transformation and the awareness of how the digital environment influences digital skills development. The findings also highlighted the necessity for implementing suitable strategies to address the rising risks associated with digital technology. The investigation revealed deficiencies in the bank's comprehension of digital transformation. The organisation still needs to adopt e-commerce. This disconnection is evident in the implementation of the strategy and leads to the formation of isolated groups in the execution process. Additionally, it was discovered that the digital transformation strategy requires the backing of proficient staff, a facilitating culture, a robust operating model, and an integrated governance and assurance framework. The study identified several obstacles to the research objectives. Four recommendations were proposed to tackle the rising difficulties. These recommendations include providing a precise definition of digital transformation, addressing cyber threats, promoting digital literacy, and fostering collaboration with Fintech businesses.Item Adoption of digital transformation in logistics sector: A case of a state- owned enterprise in South Africa(University of the Witwatersrand, Johannesburg, 2023) Ngcobo, Thandokuhle Mpumelelo; Sony, MichaelDigital technologies have brought about disruption in all industries and state- owned enterprises are not immune to the pervasive force of digital transformation. Digital adoption has emerged as a crucial aspect of organisational growth and competitiveness. As digital adoption grows in state-owned enterprises it is essential to know the starting point in their digital transformation journey by measuring digital maturity, identifying drivers and barriers, and devising strategies to manage them. The aim of this research was to evaluate the maturity level following the introduction of the Transnet 4.0 Strategy at the state-owned enterprise, exploring the drivers and barriers. This study used a convergent mixed methods design. The participants were management employees from Transnet Freight Rail, a state-owned enterprise. Qualitative data was collected through surveys completed by the TFR managers (n = 45) assessed the current digital maturity and used descriptive statistics in analysing survey data. Qualitative data was collected through semi-structured interviews. The interviews were verbatim transcribed and Braun and Clarke's thematic analysis was used to analyse interviews with executive and senior managers (n=9). Findings from both quantitative and qualitative data were triangulated to provide a richer understanding of digital transformation adoption in Transnet Freight Rail. Overall, TFR is still in the early stages of their digital transformation journey according to qualitative findings, quantitative findings suggest that TFR has moved beyond the early stage and is in the early developing stage. Concerningly, many participants highlighted digital strategy communication, change management and digital skills as lacking in TFR. This study identified a range of factors and barriers that influence and affect digital transformation adoption including leadership support, conducive employee environment, organisational iii readiness, poor IT infrastructure, high leadership turnover and employees resisting technology. As demand for the state-owned enterprise to be operationally efficient and financial constraints increase, so does the need to leverage digital technologies to change business models, improve operational processes and increased customer experience to improve organisational performance. As industries get disrupted by digital technology it is essential for organisations effectively manage barriers and leverage key drivers for a successful digital transformation implementation.Item The role of Middle Management in a Digitally Matured Financial services organisation: A focus on the frontline professional advisory environment(University of the Witwatersrand, Johannesburg, 2024) Moloto, Mankweng Athlone; Magida, AyandaThis research study aimed to understand the role of middle management in a digitally matured financial organisation, particularly within the frontline professional advisory environment. A qualitative research methodology was adopted and conducted through 8 one-on-one interviews, via semi-structured and conversation led questions. A purposive sampling method was used in identifying the interviewees, particularly middle managers within the frontline professional advisory environment. Following this extensive data collection, a thematic analysis was conducted to draw conclusions to the research. The research findings suggest that middle management within the frontline professional advisory environment is a critical function within a digitally matured financial organisation. Albeit, less technical, there is and will always be an inherent need for people coaching, motivating, aligning to business values and guidance through leadership. Middle managers will in effect serve to ensure that frontline professional advisory representatives are entrenched to the organisational mission, vision and objectives in their execution of their rolesItem Exploring the big data maturity level of a metropolitan municipality in Gauteng Province, South Africa(University of the Witwatersrand, Johannesburg, 2024) Mathane, Tlou Phillemon; Mayayise, ThembekileA recent study by the World Bank highlights the importance of public sector organizations to embark on digital transformation. Public sector organizations that successfully undertake digital transformation journey serve their customers better; become more competitive; and improve their financial performance. Significantly, they also improve their digital maturity levels. Using a case study design, this study explored the big data maturity status quo of the Tshwane metropolitan municipality. Data maturity assessments are needful in the public sector to assist them in digital technology adoption. Conceptually, the study used the Resource View (RBV) theory to understand the extent to which this city optimizes big data as a strategic resource for decision-making. The study also used the Dynamic Capabilities Theory (DCT) to explore the extent to which big data analytics is leveraged to enhance capabilities of the city to improve service delivery. In this regard, the study focussed on five themes, viz: (a) organizational vision and strategy, (b) customer relations management, (c) data-driven- decision-making, (d) data governance, and (e) deployment of industry 4.0 best practices and/or systems. Following a qualitative design, the researcher collected data from 20 managers, using two data collection strategies. First, a focus group discussion was used to collect data from 8 managers at operational management level. A purposive sampling method was used. Secondly, structured questionnaires were administered to 12 managers, of which 6 were middle management level, and 6 were top management level incumbents. The study finds that there is no common understanding regarding the vision and strategy for digital transformation in the city. Big data analytics is not optimally used for purposes of innovation, and operational and strategic decision-making. This study contributes by uncovering some of the challenges faced by public sector organisations as far as using data to drive decision-making is concerned. In this regard, the study also tables some of the remedies and interventions that can be embarked upon to undermine some of the key teething challengesItem The role of organisational culture in adopting digital platforms in South African banks(University of the Witwatersrand, Johannesburg, 2024) Barnes, LeRoy Curtis; Ochara,NixonThe advancement and pervasiveness of digital technologies are causing significant disruptions in the banking industry’s market definitions, operations, and business models, resulting in a surge in digital transformation in the banking sector in the past decade. This research contributes to the existing literature by evaluating the organisational culture of South African banks and examining how it promotes or hinders the adoption of digital platforms. This research explored how organisational culture influences the adoption of digital platforms within South African banking institutions. Twelve attributes were used as variables to describe digital organisational culture alongside the technology-organisation-environment (TOE) framework. The study uses a quantitative approach to validate theory and examine variable interrelations. The study collected responses from 127 South African banking sector employees using non-probability convenience sampling. A Likert scale questionnaire with 17 questions captured respondents’ feedback on digital organisational culture and digital platform adoption. Reliability and descriptive statistical analysis, Shapiro-Wilk test Factor analysis, Regression analysis, Correlation analysis (Spearman’s Rho), Mann-Whitney U test, and Kruskal-Wallis test were employed to analyse the data. The study found that digital organisational culture positively influences digital platform adoption in the banking sector. The factors within digital organisational culture that have a significant influence are cross-functional teams, digital skills, and start-up mentality. However, mutual decision-making was found to have a significant negative influence on adoption. The Mann-Whitney U test suggests no significant differences in digital platform adoption between traditional and digital banks. The test also suggests no significant differences in the perceptions of digital culture factors between traditional and digital banks, except for failure culture. The Kruskal-Wallis test results indicate no significant differences in the iii distribution of most variables tested across organisational roles, except for cross- functional teams. The study underscores the crucial importance of collaborative, agile, and innovative cultures within banking organisations, as observed through the significant roles of cross-functional teams and the positive correlation of start-up mentality. The study also highlights the need for ongoing investment in digital skills development and the strategic repositioning of IT departments to support digital transformation objectives effectively. Moreover, the strong positive correlation between customer integration and digital platform adoption emphasises the crucial role of customer-centric approaches in the digital transformation process.Item 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, AyandaThis 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 literacyItem An Assessment of Digital Transformation and Maturity in the South African banking sector(University of the Witwatersrand, Johannesburg, 2024) Garane, Achumile Sinazo; Anning, Thomas DorsonThe present study investigates the nuances of digital transformation and maturity in the South African banking sector. In the present study, the prevailing problem is that documented scientific evidence seemingly suggests business customers have to wait a long time for their loan applications to be accepted because banks lack the necessary digital capabilities, business processes and IT competencies to respond to all sales requests promptly. To deal with this pressing empirical and practical gap in the literature, this study collected primary data through a semi-structured interview approach. To do this, two samples were drawn from business executives and retail and business client strata from the banking sector in South Africa. A total of 15 interviews were conducted, comprising 7 business executives and 8 from the retail and business clients group. Data was analysed using thematic analysis. The findings suggest that South Africa's banking industry has a well-advanced digital banking system that integrates business and retail clients with the global financial system and makes it easier for them to plan their cash flow streams using different products offered by digital banking platforms. Nonetheless, despite a relatively advanced banking system, evidence suggests that retail and business banking clients lack the knowledge on how to use digital banking applications. As such, the study recommends that financial institutions should develop user-friendly products, increase knowledge of product usage to clients, and eliminate the probability of cybercrime in digital banking platforms