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.advisorRoodt, Sumarieen_ZA
dc.contributor.authorLeak, Geralden_ZA
dc.date.accessioned2017-09-23T06:36:02Z
dc.date.available2017-09-23T06:36:02Z
dc.date.issued2017en_ZA
dc.description.abstractThe 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.identifier.apacitationLeak, G. (2017). <i>The impact on organisational performance as a result of investment in self-service technology within the South African financial services industry</i>. (Thesis). University of Cape Town ,Faculty of Commerce ,Department of Information Systems. Retrieved from http://hdl.handle.net/11427/25350en_ZA
dc.identifier.chicagocitationLeak, Gerald. <i>"The impact on organisational performance as a result of investment in self-service technology within the South African financial services industry."</i> Thesis., University of Cape Town ,Faculty of Commerce ,Department of Information Systems, 2017. http://hdl.handle.net/11427/25350en_ZA
dc.identifier.citationLeak, 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.ris TY - Thesis / Dissertation AU - Leak, Gerald AB - 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. DA - 2017 DB - OpenUCT DP - University of Cape Town LK - https://open.uct.ac.za PB - University of Cape Town PY - 2017 T1 - The impact on organisational performance as a result of investment in self-service technology within the South African financial services industry TI - The impact on organisational performance as a result of investment in self-service technology within the South African financial services industry UR - http://hdl.handle.net/11427/25350 ER - en_ZA
dc.identifier.urihttp://hdl.handle.net/11427/25350
dc.identifier.vancouvercitationLeak G. The impact on organisational performance as a result of investment in self-service technology within the South African financial services industry. [Thesis]. University of Cape Town ,Faculty of Commerce ,Department of Information Systems, 2017 [cited yyyy month dd]. Available from: http://hdl.handle.net/11427/25350en_ZA
dc.language.isoengen_ZA
dc.publisher.departmentDepartment of Information Systemsen_ZA
dc.publisher.facultyFaculty of Commerceen_ZA
dc.publisher.institutionUniversity of Cape Town
dc.subject.otherInformation Systemsen_ZA
dc.titleThe impact on organisational performance as a result of investment in self-service technology within the South African financial services industryen_ZA
dc.typeMaster Thesis
dc.type.qualificationlevelMasters
dc.type.qualificationnameMComen_ZA
uct.type.filetypeText
uct.type.filetypeImage
uct.type.publicationResearchen_ZA
uct.type.resourceThesisen_ZA
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