The perceptions of customer use on mobile applications in the telecommunication industry of south africa
| dc.article.end-page | 142 | |
| dc.article.start-page | 1 | |
| dc.contributor.author | Manentsa, Sisonke | |
| dc.date.accessioned | 2024-05-17T12:49:25Z | |
| dc.date.available | 2024-05-17T12:49:25Z | |
| dc.date.issued | 2023 | |
| dc.description | A thesis submitted in fulfilment of the requirements for the degree of Masters of Management in the field of Digital Business Faculty of Commerce, Law and Management University of Witwatersrand Johannesburg | |
| dc.description.abstract | In South Africa, mobile applications in telecommunications are constantly developing and introducing new products and features to the market. South Africa is following in the footsteps of other countries by investing in mobile applications to deliver products and services. Mobile applications are topical in boardrooms. Various models established by academia and practice have highlighted numerous factors that are necessary, but few exist on how mobile application factors occur in the telecommunications industry. The purpose of this study is to determine factors that influence the use of mobile application and to examine the extent to which customer satisfaction influences the use of mobile applications. As a result, this exploratory quantitative study investigates their relevance to the South African telecommunications industry. An online survey was distributed to 300 South African users of mobile applications through emails. A total of 167 responses were received. The results were analysed using descriptive analysis, structural equation modelling to determine the contribution of different factors on the use of telecommunication mobile applications, Principal Components Analysis (CPA) was used to ensure that the data is convergent, different and a structural fit model was performed to determine model fit. The findings revealed that general awareness, performance expectancy, effort expectancy, facilitating condition, system quality, individual innovation, and customer satisfaction are factors that influence the use of telecommunication mobile applications. Surprisingly, social influence has a negative impact on the use of telecommunications mobile applications. This study reveals that social influence does not influence the use of telecommunication mobile applications. Furthermore, respondents of this study strongly agree that customer satisfaction is critical for motivating use of telecommunication mobile applications. This report has made a number of contributions, a theoretical contribution has been made by developing and testing an extended Unified Theory of Acceptance and Use of Technology (UTAUT) model for mobile applications in the telecommunications industry of South Africa context. The model includes factors such as system quality, individual innovation, general awareness, customer satisfaction. This research's contextual contribution assists the South African telecommunications industry in more ii effective ways, guiding them toward the usage of mobile applications. The practical contribution indicates that the telecommunications industry should concentrate its resources and investments on increasing customer awareness of mobile applications, providing products and features on mobile applications that are simple to use and appropriate for the task at hand, maintaining a low failure rate, and maintaining an environment that promotes the use of mobile applications | |
| dc.description.librarian | MM2024 | |
| dc.faculty | Faculty of Commerce, Law and Management | |
| dc.identifier.uri | https://hdl.handle.net/10539/38508 | |
| dc.language.iso | en | |
| dc.publisher | University of the Witswatersrand, Johannesburg | |
| dc.rights | © University of the Witswatersrand, Johannesburg | |
| dc.school | Wits Business School | |
| dc.subject | Mobile applications | |
| dc.subject | Smartphone | |
| dc.subject | Telecommunications | |
| dc.subject | General awareness | |
| dc.subject | Performance expectancy | |
| dc.subject | Effort expectancy | |
| dc.subject | Facilitating conditions | |
| dc.subject | social influence | |
| dc.subject.other | SDG-9: Industry, innovation and infrastructure | |
| dc.title | The perceptions of customer use on mobile applications in the telecommunication industry of south africa | |
| dc.type | Dissertation |