Faculty of Commerce, Law and Management (ETDs)

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Now showing 1 - 10 of 1234
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    Digital Transformation Initiatives in Gauteng Provincial Government
    (University of the Witwatersrand, Johannesburg, 2023) Makhubele, Nomsa Tintswalo; Genga, Cheryl
    Digital transformation is a crucial aspect of modernising the public sector in South Africa. The Gauteng Provincial Government (GPG) has been leading the implementation of various digital technologies to improve efficiency and citizen engagement. One of the digital transformation initiatives implemented in Gauteng is e-recruitment, which aims to streamline the hiring process. This qualitative study used a purposive sampling of HR personnel to investigate the acceptance of e-recruitment in the Gauteng Provincial Government, which has fourteen provincial departments. The study was conducted using focus group interviews to understand the general experience that the HR officials have with the e-recruitment system, its impact and effectiveness, and how these relate to digital transformation. A study sample of ten (10) HR personnel participated in the study. The study's findings indicated that while e-recruitment is perceived as user- friendly and advantageous, its benefits were outweighed by several drawbacks. Inadequate IT infrastructure, a deficiency in customer engagement tools, and a lack of core process and workforce enablement were identified as factors that diminished the perceived benefits of the system. These drawbacks can influence an organisation's digital transformation journey. It is recommended that Gauteng address its Digital Application and Impact dimensional elements urgently. Addressing these issues is crucial to ensuring that Gauteng maximizes the return on its investment and fast-tracks its digital transformation. The study confirmed that in the enterprise context, such as public service, where adoption is mandatory, a lack of perceived benefits does not necessarily lead to system abandonment, but it can affect its digital transformation. System adoption can be sustained if one of the two factors of TAM is in place, as was the case with the ease of use sustaining the use of the system alongside the departmental strategy of digital transformation and modernisation
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    The potential of Speech-to-text technology in enhancing efficiency in the aviation sector in South Africa
    (University of the Witwatersrand, Johannesburg, 2024) Mainganya, Kagiso C.; Magida, Ayanda
    This research report evaluates the potential of speech-to-text technology to enhance efficiency in the aviation sector in South Africa. It examines how this technology could improve operational and flight efficiency, impact customer service, and address potential implementation barriers. Key focus areas include - the accuracy of speech- to-text conversion, especially in noisy environments like cockpits and air traffic control towers as well as, the technology's ability to adapt to various accents and aviation- specific jargon. The report also highlights the urgency of cybersecurity measures to protect sensitive flight data. A thematic analysis was conducted with a focus on dynamic capabilities and the General Systems Theory framework
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    Strategies to mitigate ransomware related cyber-attacks in South African financial institutions
    (University of the Witwatersrand, Johannesburg, 2023) Mahlangu, Nqobile; Pillay, Kiru
    Digital transformation has become topical amongst many organisations and industries alike. Inherent to the adoption of technology to optimise business processes and operations, cyber-attacks have become a growing concern, with ransomware becoming a top concern for organisations. South African banks have not been immune to the associated ransomware risks, as threat actors continue to find motivation to attempt infiltrating SA banks, compromising their confidentiality, integrity, and availability thereafter and demanding a ransom. Cyber-resilience is positioned as an attractive strategy to prevent and mitigate ransomware attacks. This study investigates the effectiveness of employing a cyber-resilience strategy in mitigating ransomware attacks within South African financial institutions, in particular SA banks. The study explores various best practices and factors that influence cyber-resiliency, the role that management plays in ensuring cyber-resiliency, and finally, various methods that can be employed to assess the effectiveness of cyber-resilience as a strategy. The study employs a qualitative research approach, using semi-structured interviews to collect data. With the permission granted by participants, all interviews were recorded, transcribed, and then analysed using thematic analysis. The research questions, which delve into the outlined research objectives, serve as a guide for the discussions of the findings. Literature and findings from the study show that ransomware is considered a top concern for SA banks, with an agreement that “it is not a matter of if ransomware attacks will happen, but rather a matter of when.” In response to this, findings show that the organisations covered in the scope of the study have employed a cyber-resilience strategy for prevention and mitigation of ransomware attacks, as it is noted as an effective strategy in preventing and mitigating ransomware attacks
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    The adoption of multi-sided market platforms within the South African creative economy
    (University of the Witwatersrand, Johannesburg, 2024) Magwebu, Yoyisani Gcisa; Chalomba, Nakuze
    This study aimed to explore the adoption of multisided marketplace platforms (MSMPs) within the South African creative economy, given the limited evidence of their adoption, explicitly focusing on the visual art domain participants. By applying a phenomenological design, the study aimed to understand how the phenomenon of marketplace platform adoption can create value for all stakeholders within the visual art ecosystem and develop a conceptual framework which addresses the unique needs of the visual art sector whilst providing valuable insights for future researchers to expand. A qualitative research approach was used to gather data from semi-structured interviews with ten visual art value chain members. Participants included actors representing the primary market, secondary market, support services and reception of the visual art ecosystem. The interview data were examined using thematic analysis, including inductive and deductive analysis. The study findings highlight the potential MSMPs have in creating value for all ecosystem actors within the South African visual art value chain. The research suggests that implementing appropriate platform policies and governance and positive experiences through platform features, functionality, design, layout, and social influence can increase adoption and retention with ecosystem members. Furthermore, the study suggests that co-creation impacts the adoption and sustained usage of MSMPs
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    The adoption of digital technologies in public schools in South Africa
    (University of the Witwatersrand, Johannesburg, 2024) Mafikeng, Regomoditse Joey; Magida, Ayanda
    Adopting digital technology in public schools is an important part of modern education systems. This is especially true in South Africa, where access to technology can greatly affect learning outcomes and chances. This qualitative study examines how digital tools are used in South African public schools. Its goal is to find out how complicated this process is and what effects it has on how teachers and students learn. The study looks at key themes like digital infrastructure availability, training and support mechanisms, educational implications, and contextual factors affecting adoption. It does this by using thematic analysis of interviews with School Principals. The results show a complex picture with chances and problems, such as problems with bad infrastructure and insufficient resources. The study shows how important it is to fix systemic problems and create a helpful environment so South African public schools can adopt technology successfully. In the end, South African public schools can better prepare students for the digital age's needs and ensure that everyone has equal access to a good education by using digital tools well
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    To investigate the role of the 3R’s (review, rating and recommendation systems) in shaping overall online customer experience
    (University of the Witwatersrand, Johannesburg, 2024) Louw, Claudette; Budree, Adheesh
    This study aimed to explore the role of review, rating, and recommendation systems (3Rs) in shaping the overall online customer shopping experience within the South African Business-to-Consumer (B2C) online shopping landscape. The theoretical framework of the study was based on the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) framework and the Valence Framework, grounded in the context of the dynamic and evolving nature of e- commerce. The study aimed to understand the multifaceted dimensions of online customer experience, including social presence, habit formation, and performance expectancy. Data collection involved using a quantitative research method to survey individuals who considered themselves to regularly use online shopping channels in South Africa. An online questionnaire was distributed using a convenience sampling approach, which resulted in a sample size of 268 online shoppers. The key findings of the study indicated that review, rating, and recommendation systems do play a pivotal role in enhancing the online customer shopping experience. Specifically, these systems were identified as contributing factors in cultivating social presence, molding habit formation, and positively impacting performance expectancy. Holistically, these systems either as independent or combined capabilities, influence the online shopping experience of customers. This study highlighted that review, rating, and recommendation systems present opportunities for businesses to strategically enhance the online customer shopping experience. Businesses that concede to the influence of user- generated content on social presence, habit formation, and performance expectancy, can customize their strategies to meet the evolving expectations of online shoppers. The findings presented in the study could enable businesses, researchers, and policymakers to navigate the complexities of e-commerce and iii social commerce, ultimately enhancing the overall online customer shopping experience
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    The implication of AI-generated music on the industry's business model
    (University of the Witwatersrand, Johannesburg, 2024) Lothe, Nkosinathi
    This research report explores how AI-generated music is changing the traditional music industry model. The study uses qualitative research to examine how AI technology affects music creation, distribution, and consumption. It uncovers the challenges and opportunities AI-generated music brings to different music industry players. The research gives insights into how music production is evolving in the digital age by analysing user views, legal frameworks, and economic impacts. Stakeholders can adapt to the changing industry landscape by understanding how AI impacts music. The study shows how AI reshapes music creation and distribution, offering new possibilities for artists and businesses. As technology continues to influence the music industry, grasping the implications of AI- generated music is crucial for staying relevant and innovative in this dynamic environment
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    Customer experience, satisfaction and loyalty at South African hair salons and spas
    (University of the Witwatersrand, Johannesburg, 2023) Lemena, Boitumelo; Penman, Neale
    In today's highly competitive marketing landscape, the importance of customer experience has become increasingly pressing for businesses globally. To succeed in the service industry, companies must strategically manage the factors that impact customer experience. Hair salon and spa owners face the challenge of understanding the effects of customer experience, satisfaction, and loyalty and how these concepts affect their business growth. Previous research has identified discrepancies in the relationship between customer experience, satisfaction, and loyalty. Management of these elements gives businesses a competitive edge, differentiation, and overall success. A paucity of research analyses the influence of customer experience on satisfaction and loyalty within the beauty industry from a customer standpoint. This research endeavours to appraise the significance of customer experience on satisfaction and loyalty in South African hair salons and spas as customers perceive. The present study used a quantitative methodology, employing a survey strategy to gather data from individuals aged between 18 and 45 years residing in the Gauteng province. 347 responses were collected using an online questionnaire and analysed using Statistical Package for Social Sciences (SPSS) and AMOS software to draw conclusive results. The data indicates that a strong and positive correlation exists between customer experience and satisfaction, and that satisfaction positively impacts loyalty. No significant variations in perception of experience, satisfaction, and loyalty were found among customers based on gender or years of experience. Hair salon and spa owners can significantly impact customer perception by recruiting skilled beauticians, effectively managing time, and upholding the necessary standards for the servicescape to deliver the required services. The manipulation of elements that influence the customer experience can lead to increased satisfaction, which in turn can foster loyalty to hair salons and spas
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    The adoption of digital platforms for student services at the University of the Witwatersrand
    (University of the Witwatersrand, Johannesburg, 2024) Khoetha, Katlego; Magida, Ayanda
    Technology's rapid growth has transformed how universities interact with their students, prompting the implementation of cutting-edge strategies like digital platforms. This research focused on examining the use and acceptability of various digital platforms in the context of the University of the Witwatersrand, particularly for student services. The study incorporated key concepts of the Unified Theory of Acceptance and Use of Technology (UTAUT2) to determine the factors driving the adoption of digital platforms. A quantitative technique, the research asked undergraduate and graduate students enrolled at the University of the Witwatersrand to complete an online questionnaire using the Qualtrics software. Using this thorough approach, the data was directly analysed, looking at how the theoretical framework and actual examples interact. The analysis's findings identified the UTAUT2 constructs that have the biggest impact on individual readiness to accept and use digital platforms for student services. The findings also demonstrated the possibility of this study helping the University of the Witwatersrand obtain an in-depth understanding of the primary factors that influenced students' use of digital platforms. In the end, having this understanding will help to successfully incorporate the idea of digital platforms into the context of university student services. The University of the Witwatersrand will be able to make wise decisions on implementing and optimising digital platforms for improved student engagement and support as a result of this research, which is expected to provide useful insights. The results are anticipated to improve digitalization efforts inside higher education institutions and enable the delivery of more effective and efficient student services in the rapidly changing technology environment
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    Investigating the digital divide in South Africa as it relates to financial services
    (University of the Witwatersrand, Johannesburg, 2024) Khumalo, Anna; Totowa, Jacques
    This study’s aim falls on investigating the digital divide in South Africa. Grounded on the principles and assumptions of positivism, the study adopted the quantitative research approach to investigate the issue. Thus, a structured questionnaire was used to gather data from 211 South Africans: employed, unemployed, students, elderly, and disabled individuals. SPSS version 25 was used to analyze the data and both inferential and descriptive statistical analyses were performed. The results, therefore, revealed that South Africans generally possessed a strong grasp of digital skills, such as using mobile apps, installing mobile apps, completing online applications, and finding information online. However, some South Africans concerns regarding confidence in using banking apps or internet banking and the user-friendliness of banking services. Regarding, transaction monitoring, show positive experiences with daily banking transactions and investment growth, but there are mixed perceptions regarding banking products, monthly bills, electricity, lotto, and airtime transactions, proof of payments and statements, and product exploration and financial education. Drawing on these results, the study provided recommendations in three main categories: improving access and availability, enhancing user confidence and security, and promoting digital inclusion and innovation. These recommendations include enhancing banking infrastructure in underserved areas, reducing transaction costs and fees, strengthening data protection measures, improving user interfaces and experiences, providing financial education, fostering partnerships and collaborations, offering tailored solutions for different user segments, and launching public awareness campaigns. Implementing these recommendations can help bridge the digital divide, promote financial inclusion, and ensure a positive user experience with digital financial services in South Africa