Factors constraining and enabling the adoption of a disruptive technology by African small, micro, and medium enterprises for the Fourth Industrial Revolution: The case of mobile money
- Authors: Tarr, Dillon
- Date: 2022-10-14
- Subjects: Disruptive technologies , Mobile commerce , Industry 4.0 , Small business Africa, Sub-Saharan , Diffusion of innovations Africa, Sub-Saharan , Technological innovations Management
- Language: English
- Type: Academic theses , Master's theses , text
- Identifier: http://hdl.handle.net/10962/357709 , vital:64770
- Description: The Fourth Industrial Revolution (4IR) is set to disrupt existing economic and social structures through the use of cyber-physical systems that result from a fusion of the digital, biological, and physical spheres. The fifth and current long wave of innovation is going through such a digital revolution in the ongoing deployment period which is being driven by the generalpurpose technologies of Artificial Intelligence and the Internet of Things, among other cyberphysical systems. The impact of mobile money in the access of financial services has shown how disruptive incremental innovations in mobile and digital technologies can be. The transformational power of mobile money in financial access is due to its use as an accessible financial tool that utilizes mobile devices to send and/or receive money over great distances. With the 4IR looming, this thesis determines the factors that enable and constrain the adoption of a disruptive technology amongst Sub-Saharan African small, micro, and medium enterprises (SMMEs). Therefore, due to its impact on financial inclusion and the formalization of SMMEs, mobile money is used as an indicator for the adoption of 4IR disruptive digital technologies. The adoption of mobile money was evaluated using secondary data from a survey conducted by Research ICT Africa, which surveyed 4408 SMMEs in nine African countries. The Diffusion of Innovations (DOI) model and the Unified Theory of Acceptance and Use of Technology (UTAUT) model were used to identify the factors enabling and constraining the adoption of a disruptive technology, in this case mobile money. Factors included gender, vocational training, business skills training, tertiary education, services, performance expectancy, social media, location, and nine African countries (Kenya, Mozambique, Ghana, Nigeria, Rwanda, South Africa, Tanzania, Uganda, and Senegal). The factors were grouped into owner characteristics, firm attributes and country attributes. SMME owners with business skills (49%) showed the highest level of adoption in terms of owner characteristics, Kenyan SMMEs (21%) had the highest adoption between the countries surveyed, and social media (62%) showed the highest adoption in terms of firm attributes followed by the formal variable (47%). In general, only 29% of SMMEs surveyed adopted mobile money. The study found that women SMME owners were more likely to be affected by business formality when adopting a disruptive technology compared to male owned SMMEs. This is because informality often exacerbates other barriers/challenges women face such as lower access to finance, lower ability to exercise property, business, and labour rights, and lower visibility. The results also demonstrate that vocational training is more important than general tertiary education for the ii adoption of a disruptive technology such as mobile money. Furthermore, when using social media as a tool for business advice SMME owners were more likely to adopt the disruptive technology. The study suggests that to encourage African SMMEs to adequately adopt disruptive technologies of the 4IR, more women owned SMMEs need to enter the formal economy, and vocational training targeted at business skills must be promoted amongst all SMME owners. Eastern African SMMEs were found to be more likely to adopt mobile money compared to other African regions. The finding demonstrates the need for more African countries (particularly outside of the Eastern African region) to encourage innovation by addressing the four enablers of mobile connectivity (i.e. infrastructure, affordability, consumer readiness, and mobile services) which will in effect lead to economic growth and development. The study shows that to address country/regional differences, in addition to building the required infrastructure in terms of mobile internet connectivity, countries should increase the local relevancy of disruptive technologies between SMMEs. To achieve this the study suggests increasing mobile social media penetration rates. This is because when social media is used as a tool for business advice SMME owners are more likely to adopt a disruptive technology (as is the case with mobile money) due to the social influence of social media. , Thesis (MCom) -- Faculty of Commerce, Economics and Economic History, 2022
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- Date Issued: 2022-10-14
Development of an M-commerce security framework
- Authors: Murufu, Mufudzi Anesu Chapman
- Date: 2014
- Subjects: Mobile commerce , Telecommunication systems
- Language: English
- Type: Thesis , Masters , MSc (Computer Science)
- Identifier: http://hdl.handle.net/10353/833 , vital:26501 , Mobile commerce , Telecommunication systems
- Description: Research shows how M-Commerce has managed to find its way to previously inaccessible parts of the world as a major Information and Communication Technologies (ICT) tool for development due to widespread introduction of mobile phones in remote areas. M-Commerce has offered valuable advantages: anytime, anywhere, more personal, more location-aware, more context-aware, more age aware, always online and instant connectivity. But this is not without its problems, of which security is high on the list. The security issues span the whole M-Commerce spectrum, from the top to the bottom layer of the OSI network protocol stack, from machines to humans. This research proposes a threat-mitigation modular framework to help address the security issues lurking in M-Commerce systems being used by marginalised rural community members. The research commences with a literature survey carried out to establish security aspects related to M-Commerce and to determine requirements for a security framework. The framework classifies M-Commerce security threat-vulnerability-risks into four levels: human behaviour and mobile device interaction security, mobile device security, M-Commerce access channel security, wireless network access security. This is followed by a review of the supporting structures or related frameworks that the proposed framework could leverage to address security issues on M-Commerce systems as ICT4D initiatives. The proposed security framework based on the requirements discovered is then presented. As a proof-of-concept, a case study was undertaken at the Siyakhula Living Lab at Dwesa in the Eastern Cape province of South Africa in order to validate the components of the proposed framework. Following the application of the framework in a case study, it can be argued that the proposed security framework allows for secure transacting by marginalised users using M-Commerce initiatives. The security framework is therefore useful in addressing the identified security requirements of M-Commerce in ICT4D contexts.
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- Date Issued: 2014
The mediating role of mobile technology in the linkage between customer satisfaction and customer loyalty
- Authors: Chihombori, Rumbidzai Anna
- Date: 2012
- Subjects: Mobile commerce , Mobile communication systems , Customer services -- Management , Customer relations , Customer loyalty , Customer services -- Evaluation
- Language: English
- Type: Thesis , Masters , M Com (Business Management)
- Identifier: vital:11324 , http://hdl.handle.net/10353/d1013388 , Mobile commerce , Mobile communication systems , Customer services -- Management , Customer relations , Customer loyalty , Customer services -- Evaluation
- Description: The main objective of this study was to critically investigate the mediating role that the use of mobile technology plays in the linkage between customer satisfaction and customer loyalty in a semi-urban environment. The research problem focused on the application of mobile technology in the linkage between customer satisfaction and customer loyalty in the clothing industry in King Williams Town. In accomplishing this objective, this research study hypothesised that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty of customers of clothing retailers in South Africa. Multiple regression was conducted to test for the first hypothesis. The first secondary objective aimed at establishing if there is disconfirmation between customer expectations and the performance of clothing retail outlets in King Williams Town. In exploring this objective, it was hypothesised that there is negative disconfirmation between customer expectations and performance. A paired sample test was conducted to test for this hypothesis. In addition, the influence of service quality and customer satisfaction on customer loyalty was explored. To accomplish these, it was hypothesised that both service quality and customer satisfaction have an influence on customer loyalty. Pearson’s Correlation and the Chi-Square Test were applied to test the influence of service quality and Customer satisfaction on Customer loyalty. Data was analysed using the Statistical Package for Social Sciences (SPSS) statistical software. Regression analysis, chi-square tests, Paired sample tests and correlation reports were used to analyse data inferentially. Reliability and validity of the research was also tested using Cronchbach’s alpha test. The results show that mobile phones have become a basic necessity for customers and that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty; however, the mediation is partial. The results also show that there is positive disconfirmation between customer expectations and retailer performance; that both service quality and customer satisfaction have a positive correlation with customer loyalty and that mobile technology enhances customer loyalty. Finally, the results show that the total service experience of customers is favourable vii because the five components of service quality were rendered at a high level of service quality. The study offers several managerial recommendations. Firstly, retail managers should make strategic investments in mobile technology and use this technology to the full to reap the benefits of technologically advanced mobile communication. Secondly, managers should be creative in their use of this mobile technology to enhance customer satisfaction and, hence, customer loyalty. Thirdly, managers should prioritise the improvement of all five components of service quality in order to enhance customer loyalty. Finally, managers should provide a customer-centred service experience that exceeds customer expectations for service quality and mobile communication, one that maximises customer satisfaction and loyalty. The implementation of these recommendations could result in clothing retailers providing a customer-focused service experience in all five aspects of service quality. To successfully implement these recommendations, clothing retailers should: ensure that expectations created, could be accomplished or exceeded to build and enhance customer satisfaction; create expectations that are realistic to avoid negative disconfirmation and hence customer dissatisfaction; implement innovative and creative mobile communication strategies to build and enhance customer loyalty; and finally, improve loyalty programmes to enlarge the customer base.
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- Date Issued: 2012
Adoption and sustained use of M-Commerce to improve efficacy of construction SMMEs
- Authors: Williams, Zenande
- Date: 2011
- Subjects: Construction industry , Mobile commerce , Small business , Computer-assisted instruction , Interactive videos
- Language: English
- Type: Thesis , Masters , MCom (Information Systems)
- Identifier: vital:11125 , http://hdl.handle.net/10353/528 , Construction industry , Mobile commerce , Small business , Computer-assisted instruction , Interactive videos
- Description: E-commerce has been said to bring value to businesses by improving business efficiency and effectiveness and thus providing business with a competitive advantage through the potential benefits that it offers (Cloete, Courtney & Fintz, 2002). However, despite the potential benefits that e-commerce can offer, the adoption of B2C e-commerce in South African construction SMMEs is low and this is due to the challenges associated with e-commerce (Vaithanathan, 2010; Uzoka, Shemi & Seleka, 2007; Love & Irani, 2004; Anumba & Ruikar, 2002). These e-commerce challenges include: high implementation costs, lack or poor infrastructure, inadequate resources, low use of e-commerce by suppliers and consumers, lack of access to e-commerce, computer illiteracy, deficiency in understanding the potential benefits of e-commerce and security concerns (Vaithanathan, 2010; Uzoka, Shemi, & Seleka, 2007; Mensah, Bahta, & Mhlanga, 2005; Cloete, Courtney, & Fintz, 2002). Therefore, due to these e-commerce challenges, construction SMMEs do not exploit the business advantages that e-commerce offers. In order to assist South African construction SMMEs in their efforts to improve their business effectiveness and efficiency through commercial technologies.
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- Date Issued: 2011