4. Electronic Theses and Dissertations (ETDs) - Faculties submissions

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    Data centralisation as a key enabler of digital transformation in South African banks
    (University of the Witwatersrand, Johannesburg, 2024) Monyamane, Keitumetse Lucy; Magida, Ayanda
    This research report investigates the inhibitors of data centralisation in digital transformation. The study focuses on retail banks in South Africa, as these institutions aim to become customer-centric. However, the adoption of digital technologies and data strategy implementation are cumbersome due to legacy systems. The existing theoretical framework is that organisations undergoing a transformation need to understand how to adopt and implement new technology. It leverages emerging technologies, strategic organisational direction, and competitive factors as drivers for adoption. Literature specifies that there needs to be an informed digital culture and data operating model championed by leadership to ensure organisational change. Retail banks face challenges as they hold valuable customer data to offer exceptional user experience but have challenges becoming data-driven organisations due to silos, bureaucracy, and implantation capabilities. Qualitative research, in the form of semi-structured interviews, was conducted with executives and middle management from the top three retail banks in South Africa. The study found that there is a gap in data strategy formation to address a digital strategy, silos in the operating model, data roles and skills, data-driven culture and implementation challenges to manage data and integrate to new technologies. It was found that data centralisation requires the support of a leadership drive. Several challenges were highlighted in line with the research questions, and recommendations were proposed: lead a data-driven strategy, adopt a customer- centric culture, expand data capabilities, centralise data management, and modernise architecture and technology
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    Digital literacy, perceived risk, and purchase intention in the South African online retail sector
    (University of the Witwatersrand, Johannesburg, 2024) Mokgoko, Keetse Hazel; Anning, Thomas Dorson
    Online purchase behavior, while steadily growing, is not as prevalent in South African as in other, developed countries. Although South Africa has a significant population of internet users and widespread internet access, it has not resulted in a corresponding rise in the adoption of online commerce. This study aimed to establish whether certain factors, namely digital literacy, perceived risk, ease of use and usefulness, influence consumers’ intention to adopt online retail purchasing in South Africa. Data was gathered from 215 participants in South Africa through an online questionnaire survey. Perceived risk and perceived ease of use were found to be positively and significantly correlated with digital literacy. In contrast to earlier studies, the results suggest that digital literacy does not have a significant influence on an individual’s perception of the usefulness of technology. The study also found no substantial correlation between perceived ease of use and an individual’s online purchasing intentions. Perceived usefulness was found to be a key determinant of consumer’s purchase intentions. The results of this study are highly significant to retailers, government bodies, and other industries, as they emphasise the significance of taking appropriate actions to improve the digital literacy skills of the general public to drive the adoption of e-commerce. The results also, demonstrate the importance of raising awareness regarding risk perception in the context of online shopping. This can be achieved by marketing campaigns that focus on promoting online security awareness.
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    Digital transformation within the public sector communication service in South Africa
    (University of the Witwatersrand, Johannesburg, 2024) Modiba, Dalson Nkoana; Sethibe, Tebogo
    Neo-institutional theory (NIT) has been widely used in research concerning business, accounting, economics, management studies, health, education, political science, and sociology. The use of NIT, especially in the area of digital transformation (DT), is still in its embryonic stage. Furthermore, despite the benefits of DT, documented case studies about the successful implementation of DT initiatives are scant, especially in the public sector. In this study, NIT was utilised to examine the role of digital transformational leadership (DTL) and organizational agility (OA) in accelerating DT in a South African (SA) public sector communication service. Using a pre-tested survey instrument, the aim was to collect and evaluate additional quantitative data to answer the question: is NIT an appropriate model to use to assess DTL, OA, and DT relationships in a public service communication service within a South African context? The findings affirm that, in the South African context, there is indeed a linear relationship between DT and DTL, with DTL and OA as predictors. Both factors are significant predictors of DT, with the results accentuating the crucial role of DTL in the interplay of OA and DT. DTL was found to have a positive and significant effect on OA. OA was found to have a complementary mediating role in the relationship between DTL and DT. Consequently, this study provides crucial insights, especially for practitioners who are looking to explore and invest in the leadership traits required to build agile public service organizations to successfully implement DT initiatives. It also opens up avenues for further research, especially considering the fact that DT remains a complex digital dilemma even after several studies that have been conducted.
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    Factors influencing the adoption of financial technology solutions in South Africa
    (University of the Witwatersrand, Johannesburg, 2024) Mngxadi, Mpilo
    Consumer adoption of digital financial technology (FinTech) is driving a wave of digital transformation within the South African financial industry. This study explores how both consumers and financial institutions are adapting in this market. This study examines the evolving consumer behaviours surrounding mobile FinTech products and the corresponding changes occurring within the financial sector in response to these new demands. This comprehensive approach ensures a nuanced understanding of the factors driving FinTech adoption in the study. Key facilitators included positive attitudes, strong behavioural intentions, trust and the perceived usefulness of digital financial technology. Effort expectancy and performance expectancy emerged as the two significant barriers. Additionally, the study explored the digitally transforming behaviours within the South African market, revealing that these behaviours cannot be generalised across the entire population group due to variations based on income levels and digital literacy. The South African market, often overshadowed by research on underbanked populations, presents a unique opportunity for FinTech adoption. This study sheds light on the characteristics of this diverse customer segment. To accelerate digital financial technology adoption within this market, strategic collaboration among FinTech companies, incumbent banks, and government stakeholders is crucial.
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    Measuring the role of digital innovations on customer experience in the transformation of the ‘future store’ in the retail industry
    (University of the Witwatersrand, Johannesburg, 2024) Manyisa, Mpho; Saini, Yvonne K.
    The retail industry is undergoing significant transformation driven by digital innovation, particularly in enhancing customer experiences. While prior studies have explored attributes of online shopping and traditional store environments, there is a notable gap in understanding how digital innovations impact the physical retail experience. This study seeks to bridge this gap by examining the role of digital innovation in shaping the future of brick-and-mortar stores amidst the growing influence of online shopping impacted by the pandemic. Through an extensive literature review and an online survey, the research reveals key relationships between customer expectations, in-store experiences, and the adoption of digital innovations such as artificial intelligence and machine learning. These technologies are vital in creating seamless, personalized, and immersive experiences that bridge the gap between physical and digital shopping environments. The study highlights the importance of factors like quick service, effective store layouts, and digital tools for data collection. Despite the challenges and costs associated with digital transformation, the findings suggest that embracing innovation is essential for retailers seeking to maintain a competitive edge. The integration of omnichannel strategies is particularly significant in enhancing customer experiences and ensuring sustainable growth. However, the study acknowledges limitations in data collection and calls for further research to gather insights directly from merchants. Future studies could also explore cross-country comparisons to better understand variations in digital adoption across different markets and regulatory environments.
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    Technology Adoption by Small-Scale Farmers in the Mid-Vaal Local Municipality
    (University of the Witwatersrand, Johannesburg, 2023) Mindi, Thulani; Pellissier, René
    It has been demonstrated that using technology in the farming industry increases production, efficiency, and income. Adoption of technology is influenced by a wide range of circumstances, though. The aim of this study was to examine, using the PESTEL framework, how external factors affect small-scale farmers' adoption of technology throughout the Mid-Vaal Municipality. This would help the municipality, policymakers, and other stakeholders, as well as small-scale farmers, identify and prioritise external factors that significantly impact small- scale farmers' adoption of technology and take appropriate action to address or mitigate them through changes in policy or technology. A qualitative research study using semi-structured face-to-face interviews was conducted with a sample group of 11 participants. The group was made up of farmers with a diverse background in terms of farming experience and educational background. The study also focused on farmers who are involved in selling all or part of their produce operating farms between two and five hectares. A thematic analysis technique was used to identify themes in the data analysis. Most of the farmers said they are aware that technology can help them be more productive, and efficient, and generate more revenue. However, the findings of the study demonstrated that when it comes to technology adoption, most of the farmers are negatively impacted by external factors. Farmers have expressed frustration with government policies which do not enable them to implement new technology and with the stringent admission requirements of programs designed to help them, it impossible for small-scale farmers to get involved. Farmers also indicated that financial institutions view small-scale farmers as high risk and have less appetite to provide them with financial assistance to help them modernise their businesses using technology. Thus, farmers resorted to monitoring technology trends in the farming space and creating “makeshift” solutions of what is trending at the time. Furthermore, the findings showed that economics of acquiring and operating the technology is the biggest external factor farmers consider before they acquire any of form of technology. Additionally, farmers prefer using tried and tested methods iii as this is less risk and affordable. Moreover, there’s a new generation of farmers coming into the Mid-Vaal and have a positive view of new technology, which could lead to the utilisation of the latest technology as the farming operations mature. Lastly, the study made recommendations to support the adoption of technology amongst farmers to increase productivity, efficiency, and revenue
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    Inclusive innovation ecosystems and township-based startups in South Africa
    (University of the Witwatersrand, Johannesburg, 2024) Mhlanga, Thandeka Innocentia; Inclusive innovation ecosystems and township-based startups in South Africa
    In South Africa, the apartheid legacy gave rise to inequality and marginalised communities. To date, the country has the highest inequality income distribution in 2021 globally, with a GINI score of 63 (Dyvik, 2024). The score measures the income inequality in a country, and the closer it is to zero, the more equally distributed the income. Inequality is said to be inherently problematic and holds back social and economic development in the long run (Stiglitz, 2012). Harsh et al. (2018) explores the overlaps between the levels of inclusive innovation and three pathways for increasing equality through emerging technologies frameworks, with a focus on the inclusiveness of the innovation policy for nanotechnology, the development of nanotechnology, and its impact on the marginalised communities in South Africa. Inclusive innovation can potentially redress the inequality challenges brought by the apartheid regime. New technology-based firms are essential as they are regarded as economic game changers in that they embrace continuous technological changes and play a key role in creating and commercializing new products, processes, and technologies in our societies. Particularly in South Africa, they are considered a key role player in addressing political issues such as inequality that emerged during the apartheid era, and that is redressed through the black economic empowerment (BEE) policies (Ndabeni, 2008). As a result, they are not only a source of new employment contributing towards the gross domestic product (GDP), but they are also instrumental in creating new industries such as personal computers, genetic engineering, machine vision, and robotics (Almus & Nerlinger, 1999; Kazanjian, 1988). iii By applying the inclusive innovation ladder and the innovation ecosystem framework, this study evaluates the inclusiveness of The Innovation Hub’s eKasiLab programme, which the local innovation ecosystem enabled to develop and support the growth of township-based innovators.
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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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    Incumbent response strategies to disruptive innovation in the South African banking industry
    (University of the Witwatersrand, Johannesburg, 2023) Ishwarlaal, Nikhilia; Omotoso, Pelayo
    In the South African banking industry, five major banks have collectively maintained a 90% market share across retail and wholesale banking; however, new entrants are emerging with disruptive innovations that threaten the incumbents’ dominance. The purpose of this study is to explore how these established firms perceive the threat of disruption and respond with their own strategies. It also aims to discover what factors influence these strategies, to understand why one strategy may take priority over another. The study investigates the problem statement posed by disruptive innovation theory, which is the potential failure of incumbent firms to respond appropriately to disruptive innovation. Findings have been assessed against a framework combining two theories and their extensions: disruptive innovation theory and response strategy theory. From the population of incumbent banks in South Africa, the top five in terms of assets held were included in the sample. To ensure informed insights, purposive sampling was used to identify four participants from each firm who could comment authoritatively on the topics under consideration. The study employed a qualitative methodology, leveraging semi-structured interviews to gather primary data from participants. Supplementary secondary data was used to support findings where required. Findings of this research include that disruption is occurring within this industry and to a high enough degree that incumbents have acknowledged disruptors and the threat of disruption. It is specifically found to be in the middle stage of the process of disruption, whereby the disruptive innovations are no longer insignificant, and are growing in performance and in presence across the industry; however, they are not considered to have penetrated incumbents’ mainstream market yet. In response to this, incumbents have prioritised at least one, and a maximum of two, response strategies out of a possible five that are dominant in this industry. The research also identified 16 factors that fall into two categories, motivation and ability to respond, which influence the prioritisation of response strategies. These insights may be used to inform theory around incumbent responses to disruptive innovation, with extensions towards the banking industry. It also has the potential to support incumbents in understanding and modifying their strategies to maximise their response to disruption
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    Exploring the challenges to drone-aided inspections in construction site management
    (University of the Witwatersrand, Johannesburg, 2024-09) Khorombi, Shadrack; Terblanche, Rolien
    The construction industry, marked by its complexity and evolving standards, demands attention and commitment to quality. To guarantee that works are going according to plan, standards and regulations, in terms of quality and compliance, routine inspection strategies are implemented as an intrinsic part of the project management plan. Construction inspections are generally performed as a contractual obligation to enable an independent view of construction works and their progress for key stakeholders and the client. However, traditional inspection techniques are generally laborious and risky. Inspectors are often exposed to exterior elements; unfavourable conditions; intrinsic risks. Despite all of this, inspectors are still unable to obtain in-depth information on some of the surfaces due the inability to access surfaces or structures to optimal proximity. Drone technology has been proposed as an alternative method to traditional inspection for safer and more efficient inspections. This study endeavoured to explore key challenges to the implementation of drone technology for construction inspections. The methodological approach that the researcher adopted to achieve the research aim encompassed a qualitative method with document analysis, case study and interviews selected as data collection strategies. Techniques to gather empirical information required included observations and semi-structured interview questions. To present findings that are valid, reliable and generalisable, NVivo software was used as a data analysis tool where content analysis and thematic analysis were employed as data analysis strategies. The utilisation of qualitative, inductive case studies within an interpretivist paradigm was considered necessary to contextualise and deepen the understanding of the nature and occurrence of the challenges impeding key role players from full adoption of drone technology for construction site inspection processes. Key findings entail the lack of capital and resource allocation, concerns about transparency and contractual accountability, and the need for clear evidence of return on investment. Technical complexity, disruption to site activities, lack of interest from key stakeholders, capacity issues, and connectivity issues were also uncovered as challenges in the adoption of drone-aided inspections. Additionally, the findings encompassed strategies to overcome challenges impeding the optimal use of drones in construction projects. This study evaluates the current state and potential for drone technology adoption within the South African construction industry, highlighting practical challenges encountered during actual deployments. By proposing solutions such as streamlining regulatory processes and enhancing stakeholder collaboration, the research offers valuable pathways to optimise drone technology implementation during construction documentation and management.