The impact on organisational performance as a result of investment in self-service technology within the South African financial services industry

 

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dc.contributor.advisor Roodt, Sumarie en_ZA
dc.contributor.author Leak, Gerald en_ZA
dc.date.accessioned 2017-09-23T06:36:02Z
dc.date.available 2017-09-23T06:36:02Z
dc.date.issued 2017 en_ZA
dc.identifier.citation Leak, G. 2017. The impact on organisational performance as a result of investment in self-service technology within the South African financial services industry. University of Cape Town. en_ZA
dc.identifier.uri http://hdl.handle.net/11427/25350
dc.description.abstract The advent of self-service technology (SST) and the adoption thereof has occurred in many industries and sectors globally. The financial services and banking sector embraced the SST transformation and invested heavily into this channel including the South African industry. This study aims to understand the causal relationship between the investment into the SST channel and the impact it has on organisational performance within the South African context. This research exercise applied a single unit of analysis case study research strategy to examine the impact on the organisation's various performance criteria, namely profitability, productivity, cost efficiency and intangible benefits as a result of a SST investment strategy. Qualitative data was collected from interviews with key informants from the selected organisation and analysed thematically. The study adopted a theory based deductive approach using the DeLone and McLean model of IS success (2003) as its underlying research framework. The findings of this study deduced that with an appropriate investment strategy in SSTs, there would be a positive impact on the net benefits of the organisation with an explicit relationship dynamic. This study lends support to earlier studies of this nature, particularly with regard to the SST channel offering, as there is a lack of literature due to the evolution of perception and recency of this technology channel. The relationship dynamic aspects between the constructs of this study also contributes to the closing of gaps within the body of knowledge that exists. However it must be noted that these findings are based on a single unit of analysis case study research strategy which connotes limitations in terms of generalisations. en_ZA
dc.language.iso eng en_ZA
dc.subject.other Information Systems en_ZA
dc.title The impact on organisational performance as a result of investment in self-service technology within the South African financial services industry en_ZA
dc.type Thesis / Dissertation en_ZA
uct.type.publication Research en_ZA
uct.type.resource Thesis en_ZA
dc.publisher.institution University of Cape Town
dc.publisher.faculty Faculty of Commerce en_ZA
dc.publisher.department Department of Information Systems en_ZA
dc.type.qualificationlevel Masters en_ZA
dc.type.qualificationname MCom en_ZA
uct.type.filetype Text
uct.type.filetype Image


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