The impact of information and communication technologies (ICT) infrastructure  on remote work service delivery for Administrators in South African SMEs

Chakurira, Melinda Chakurira

The impact of information and communication technologies (ICT) infrastructure on remote work service delivery for Administrators in South African SMEs

Thesis / Dissertation

2025

Publisher

University of Cape Town

Department

Department of Information Systems

Faculty

Faculty of Commerce

Abstract

Adopting information and communication and technologies (ICT) infrastructures is very crucial for business sustainability but can also have detrimental drawbacks where there are limited ICT infrastructure resources to support daily technology demand. This leads to challenges like cyber risks, job dissatisfaction and may ultimately affects administrative service delivery, particularly in remote work situations. To examine the impact of information and communication technologies (ICT) infrastructure on remote work service delivery for administrators in South African Small and Medium Enterprises (SMEs), a conceptual model was developed to guide this study, and the research adopted the objectivism and positivism research philosophies. Quantitative research method was used to collect cross sectional data through an online survey involving administrators in South African SMEs. The study gathered data from 76 participants, accounting to a 76% response rate. Statistica software was then used to analyse the data and linear regression models were tested to determine the impact of ICT infrastructure on remote work service delivery. The study findings reveal that a comprehensive ICT Infrastructure enhances the remote work service delivery for South African administrators working in the Small to Medium Enterprises (SMEs) organisations. Furthermore, the study discovered that the administrators' remote work satisfaction positively impacts on their remote work service delivery. In addition, the study found that administrators who work in ICT Job Industries have an increased chance of enhancing their remote work service delivery, by utilizing a Comprehensive ICT infrastructure, than those who work in non-ICT Job Industries. Additionally, the study also reveals that non cyber security challenges, such as ‘connectivity'- accounting for 46% of the respondents, and team communication breakdown'-accounting for 32% of the respondents, impact remote work service delivery more than does cyber security issues. Furthermore, the general study trend shows that the most valuable use of remote work ICT tools is ‘communication' (67% of respondents), followed by ‘collaboration' (40,8% of respondents). Finally, the study reveals that gender has no impact on remote work satisfaction, however, it has impact on remote work service delivery, as the female gender experiences a decrease in remote work service delivery. This therefore suggests that they experience lower remote work service delivery as compared to their male counterparts because women spend more energy and time managing the home and taking care of others, which negatively impacts their remote work service delivery. The study recommends that Small and Medium Enterprises (SMEs) prioritize investing in a robust ICT infrastructure that includes key tools such as mobile phones, laptops, extra screens, Virtual Private Networks (VPNs), and a reliable internet connectivity. These technologies are critical for enhancing communication, collaboration, file sharing, and meetings, which are crucial components of remote work. Furthermore, the study recommends SMEs to prioritise investing in adequate power backup resources, such as solar power and uninterruptible power supply (UPS), so to address the connectivity challenge that the Administrators encounter, while working remotely. In addition, for future studies, the researcher suggests a mixed methods approach, including surveys of both employees and employers so to gain a better perspective of the phenomenon, as well as longitudinal research so to track the study's outcomes over time, considering the evolving nature of technology. The study contributes to the body of knowledge by developing the Conceptual Model: The ICT Infrastructure Impact on Remote Work Service Delivery, which can be utilised by other researchers, as well as other SMEs with interest of adopting ICT Infrastructure for remote working, specifically in developing economies. Additionally, the study's developed model, and findings support the advancement of the United Nations Sustainable Development Goals, particularly Goals 8 and 17, that promote sustainable growth, productive employment, technological and innovation enhancement, with emphasis on SMEs, especially in developing economies such as South Africa. Furthermore, the study also supports the South African National Development Plan 2030, that aims to invest in ICT infrastructure that supports the economy growth, as well as to develop a more comprehensive and integrated e-strategy that depicts the interconnectedness of the ICT sector in the country. Finally, the study also supports South Africa's G20 high-level priority of artificial intelligence (AI) and innovation for sustainable developments, which is also evidenced by the recent Microsoft's investment in AI infrastructure is South Africa.