Exploring lecturer experiences of the use of ICT in blended learning : a case study at a South African university
- Authors: Ntlabathi, Siyanda
- Date: 2015
- Subjects: Blended learning -- South Africa , Information technology -- South Africa , Education, Higher -- Technological innovations , Computer-assisted instruction -- South Africa , Internet in education -- South Africa , Educational technology -- South Africa , Critical realism
- Language: English
- Type: Thesis , Masters , MEd
- Identifier: vital:2044 , http://hdl.handle.net/10962/d1017355
- Description: ICTs have had a tremendous impact on our educational environment. There have been a huge number of developments and support in implementation of ICT in Higher Education teaching and learning, also referred to as e-learning. Similarly there appears to be quite a number of research conducted on the use of ICTs in blended learning settings worldwide and as well as in South Africa. Very little research however, has focussed on the experiences of lecturers with e-learning, specifically as it relates to Learning Management Systems (LMS). In trying to meet the requirements of its academic programmes and be in line with new developments worldwide, the University which is the focus of this study pilot projected the use of an LMS in a blended learning approach which integrates face-to-face classes with Blackboard, an ICT-based system or tool. Following the implementation of the pilot project, this study explores the experiences of lecturers in their blended learning environments at this university in the Eastern Cape province of South Africa. The research design was that of an interpretative paradigm within a qualitative research approach in a case study methodology. Purposive sampling of six lecturers from departments within faculties across two campuses was done. The data was gathered through interviews, a follow-up questionnaire and document analysis was employed. Using Critical and Social Realism as meta-theories the study employed aspects of Activity Theory as substantive theory to understand particular experiences of blended learning environments and identify conditions which enable and constrain engagement in these environments so as to explore potential lessons to inform the kind of educational support which could be offered to facilitate uptake of the LMS.
- Full Text:
- Date Issued: 2015
- Authors: Ntlabathi, Siyanda
- Date: 2015
- Subjects: Blended learning -- South Africa , Information technology -- South Africa , Education, Higher -- Technological innovations , Computer-assisted instruction -- South Africa , Internet in education -- South Africa , Educational technology -- South Africa , Critical realism
- Language: English
- Type: Thesis , Masters , MEd
- Identifier: vital:2044 , http://hdl.handle.net/10962/d1017355
- Description: ICTs have had a tremendous impact on our educational environment. There have been a huge number of developments and support in implementation of ICT in Higher Education teaching and learning, also referred to as e-learning. Similarly there appears to be quite a number of research conducted on the use of ICTs in blended learning settings worldwide and as well as in South Africa. Very little research however, has focussed on the experiences of lecturers with e-learning, specifically as it relates to Learning Management Systems (LMS). In trying to meet the requirements of its academic programmes and be in line with new developments worldwide, the University which is the focus of this study pilot projected the use of an LMS in a blended learning approach which integrates face-to-face classes with Blackboard, an ICT-based system or tool. Following the implementation of the pilot project, this study explores the experiences of lecturers in their blended learning environments at this university in the Eastern Cape province of South Africa. The research design was that of an interpretative paradigm within a qualitative research approach in a case study methodology. Purposive sampling of six lecturers from departments within faculties across two campuses was done. The data was gathered through interviews, a follow-up questionnaire and document analysis was employed. Using Critical and Social Realism as meta-theories the study employed aspects of Activity Theory as substantive theory to understand particular experiences of blended learning environments and identify conditions which enable and constrain engagement in these environments so as to explore potential lessons to inform the kind of educational support which could be offered to facilitate uptake of the LMS.
- Full Text:
- Date Issued: 2015
A mobile phone solution for ad-hoc hitch-hiking in South Africa
- Authors: Miteche, Sacha Patrick
- Date: 2014
- Subjects: Cell phones -- Information services , Cell phone users -- South Africa , Hitchhiking -- South Africa , Mobile communication systems -- Social aspects , Digital media -- South Africa , Information technology -- South Africa
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:4702 , http://hdl.handle.net/10962/d1013340
- Description: The purpose of this study was to investigate the use of mobile phones in organizing ad-hoc vehicle ridesharing based on hitch-hiking trips involving private car drivers and commuters in South Africa. A study was conducted to learn how hitch-hiking trips are arranged in the urban and rural areas of the Eastern Cape. This involved carrying out interviews with hitch-hikers and participating in several trips. The study results provided the design specifications for a Dynamic Ridesharing System (DRS) tailor-made to the hitch-hiking culture of this context. The design of the DRS considered the delivery of the ad-hoc ridesharing service to the anticipated mobile phones owned by people who use hitch-hiking. The implementation of the system used the available open source solutions and guidelines under the Siyakhula Living Lab project, which promotes the use of Information and Communication Technology (ICT) in marginalized communities of South Africa. The developed prototype was tested in both the simulated and live environments, then followed by usability tests to establish the viability of the system. The results from the tests indicate an initial breakthrough in the process of modernizing the ad-hoc ridesharing of hitch-hiking which is used by a section of people in the urban and rural areas of South Africa.
- Full Text:
- Date Issued: 2014
- Authors: Miteche, Sacha Patrick
- Date: 2014
- Subjects: Cell phones -- Information services , Cell phone users -- South Africa , Hitchhiking -- South Africa , Mobile communication systems -- Social aspects , Digital media -- South Africa , Information technology -- South Africa
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:4702 , http://hdl.handle.net/10962/d1013340
- Description: The purpose of this study was to investigate the use of mobile phones in organizing ad-hoc vehicle ridesharing based on hitch-hiking trips involving private car drivers and commuters in South Africa. A study was conducted to learn how hitch-hiking trips are arranged in the urban and rural areas of the Eastern Cape. This involved carrying out interviews with hitch-hikers and participating in several trips. The study results provided the design specifications for a Dynamic Ridesharing System (DRS) tailor-made to the hitch-hiking culture of this context. The design of the DRS considered the delivery of the ad-hoc ridesharing service to the anticipated mobile phones owned by people who use hitch-hiking. The implementation of the system used the available open source solutions and guidelines under the Siyakhula Living Lab project, which promotes the use of Information and Communication Technology (ICT) in marginalized communities of South Africa. The developed prototype was tested in both the simulated and live environments, then followed by usability tests to establish the viability of the system. The results from the tests indicate an initial breakthrough in the process of modernizing the ad-hoc ridesharing of hitch-hiking which is used by a section of people in the urban and rural areas of South Africa.
- Full Text:
- Date Issued: 2014
Towards an information security awareness process for engineering SMEs in emerging economies
- Authors: Gundu, Tapiwa
- Date: 2013
- Subjects: Computer security -- South Africa , Information technology -- South Africa , Computer networks -- Security measures -- South Africa , Information resources management -- South Africa , Small business -- South Africa , Engineering firms -- South Africa , Confidential communications -- South Africa , Information Security Awareness , Information Security Behaviour , Information Security Training
- Language: English
- Type: Thesis , Masters , MCom (Information Systems)
- Identifier: vital:11138 , http://hdl.handle.net/10353/d1007179 , Computer security -- South Africa , Information technology -- South Africa , Computer networks -- Security measures -- South Africa , Information resources management -- South Africa , Small business -- South Africa , Engineering firms -- South Africa , Confidential communications -- South Africa , Information Security Awareness , Information Security Behaviour , Information Security Training
- Description: With most employees in Engineering Small and Medium Enterprises (SME) now having access to their own personal workstations, the need for information security management to safeguard against loss/alteration or theft of the firms’ important information has increased. These Engineering SMEs tend to be more concerned with vulnerabilities from external threats, although industry research suggests that a substantial proportion of security incidents originate from insiders within the firm. Hence, technical preventative measures such as antivirus software and firewalls are proving to solve only part of the problem as the employees controlling them lack adequate information security knowledge. This tends to expose a firm to risk and costly mistakes made by naïve/uninformed employees. This dissertation presents an information security awareness process that seeks to cultivate positive security behaviours using a behavioural intention model based on the Theory of Reasoned Action, Protection Motivation Theory and the Behaviourism Theory. The process and model have been refined and verified using expert review and tested through action research at an Engineering SME in South Africa. The main finding was information security levels of employees within the firm were low, but the proposed information security awareness process increased their knowledge thereby positively altering their behaviour.
- Full Text:
- Date Issued: 2013
- Authors: Gundu, Tapiwa
- Date: 2013
- Subjects: Computer security -- South Africa , Information technology -- South Africa , Computer networks -- Security measures -- South Africa , Information resources management -- South Africa , Small business -- South Africa , Engineering firms -- South Africa , Confidential communications -- South Africa , Information Security Awareness , Information Security Behaviour , Information Security Training
- Language: English
- Type: Thesis , Masters , MCom (Information Systems)
- Identifier: vital:11138 , http://hdl.handle.net/10353/d1007179 , Computer security -- South Africa , Information technology -- South Africa , Computer networks -- Security measures -- South Africa , Information resources management -- South Africa , Small business -- South Africa , Engineering firms -- South Africa , Confidential communications -- South Africa , Information Security Awareness , Information Security Behaviour , Information Security Training
- Description: With most employees in Engineering Small and Medium Enterprises (SME) now having access to their own personal workstations, the need for information security management to safeguard against loss/alteration or theft of the firms’ important information has increased. These Engineering SMEs tend to be more concerned with vulnerabilities from external threats, although industry research suggests that a substantial proportion of security incidents originate from insiders within the firm. Hence, technical preventative measures such as antivirus software and firewalls are proving to solve only part of the problem as the employees controlling them lack adequate information security knowledge. This tends to expose a firm to risk and costly mistakes made by naïve/uninformed employees. This dissertation presents an information security awareness process that seeks to cultivate positive security behaviours using a behavioural intention model based on the Theory of Reasoned Action, Protection Motivation Theory and the Behaviourism Theory. The process and model have been refined and verified using expert review and tested through action research at an Engineering SME in South Africa. The main finding was information security levels of employees within the firm were low, but the proposed information security awareness process increased their knowledge thereby positively altering their behaviour.
- Full Text:
- Date Issued: 2013
Impact of information and communication technology (ICT) on trust and information sharing in South African automotive supply chains
- Authors: Goche, Chiedza
- Date: 2012
- Subjects: Business logistics -- South Africa , Automobile industry and trade -- South Africa , Interorganizational relations -- South Africa , Trust -- South Africa , Information technology -- South Africa , Prisoner's dilemma game
- Language: English
- Type: Thesis , Masters , MCom (Information Systems)
- Identifier: http://hdl.handle.net/10353/668 , vital:26486 , Business logistics -- South Africa , Automobile industry and trade -- South Africa , Interorganizational relations -- South Africa , Trust -- South Africa , Information technology -- South Africa , Prisoner's dilemma game
- Description: The Internet has made a considerable impact on how business is conducted. Empowered by technology consumers are using the Internet as a tool to communicate and transact online. E-commerce (electronic commerce) presents opportunities for business to gain a competitive advantage, however it also posses certain challenges. Small and Medium Hospitality Enterprises (SMHEs) sector within the tourism industry, is one of the sectors which stands to benefit from using the Internet for business. Researchers agree that the contribution made by the tourism sector in developing economies is substantial. However, SMHEs are noted for their failure to derive optimal benefits from using the Internet for business to improve their competitiveness. This study which seeks to develop a model for use by SMHEs as a guide when making the decision to adopt technology was necessitated by the importance of SMHE’s contribution in the economy of developing countries. This model is based on the examination of existing theories and models such as; the Delone and McLean IS success model (2004), and the ITGI’s (2007) IT governance focus areas model. To elicit the desired outcomes, additional data was collected using questionnaires, interviews, and observations. The collected data was analysed and resulted in the development of a model that can be used by SMHEs in order to derive value from IT and to gain a competitive advantage.
- Full Text:
- Date Issued: 2012
- Authors: Goche, Chiedza
- Date: 2012
- Subjects: Business logistics -- South Africa , Automobile industry and trade -- South Africa , Interorganizational relations -- South Africa , Trust -- South Africa , Information technology -- South Africa , Prisoner's dilemma game
- Language: English
- Type: Thesis , Masters , MCom (Information Systems)
- Identifier: http://hdl.handle.net/10353/668 , vital:26486 , Business logistics -- South Africa , Automobile industry and trade -- South Africa , Interorganizational relations -- South Africa , Trust -- South Africa , Information technology -- South Africa , Prisoner's dilemma game
- Description: The Internet has made a considerable impact on how business is conducted. Empowered by technology consumers are using the Internet as a tool to communicate and transact online. E-commerce (electronic commerce) presents opportunities for business to gain a competitive advantage, however it also posses certain challenges. Small and Medium Hospitality Enterprises (SMHEs) sector within the tourism industry, is one of the sectors which stands to benefit from using the Internet for business. Researchers agree that the contribution made by the tourism sector in developing economies is substantial. However, SMHEs are noted for their failure to derive optimal benefits from using the Internet for business to improve their competitiveness. This study which seeks to develop a model for use by SMHEs as a guide when making the decision to adopt technology was necessitated by the importance of SMHE’s contribution in the economy of developing countries. This model is based on the examination of existing theories and models such as; the Delone and McLean IS success model (2004), and the ITGI’s (2007) IT governance focus areas model. To elicit the desired outcomes, additional data was collected using questionnaires, interviews, and observations. The collected data was analysed and resulted in the development of a model that can be used by SMHEs in order to derive value from IT and to gain a competitive advantage.
- Full Text:
- Date Issued: 2012
Information communication and technology in Port Elizabeth secondary schools : exploring the digital divide
- Authors: Adebisi, Adeolu Abiodun
- Date: 2008
- Subjects: Information technology -- Study and teaching (Secondary) -- South Africa , Educational technology -- South Africa , Information technology -- South Africa , Computer-assisted instruction -- South Africa , Educational innovations
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9770 , http://hdl.handle.net/10948/914 , Information technology -- Study and teaching (Secondary) -- South Africa , Educational technology -- South Africa , Information technology -- South Africa , Computer-assisted instruction -- South Africa , Educational innovations
- Description: The primary goal of the research is to investigate the extent of ICT adoption in secondary schools within the larger Port Elizabeth area. In order to demonstrate the current status, two geographical areas within that area namely privileged and less privileged areas will be selected and surveyed. The main objective of this research study is to survey the access to ICT services by learners and teachers living and working in less privileged communities compared with that of learners and teachers in the more privileged communities of Port Elizabeth. At present all the schools in these communities are funded by the same provincial government, but the extent of the digital divide is not known. This research will investigate the factors that lead to the inequalities in the access to ICT among secondary school learners and teachers. This research has the following sub goals and objectives: 1. To identify the factors that impact on the status of access to ICT services; 2. To determine which socio-economic factors contribute to the status of access to ICT services in the specific areas; 3. To determine the status of access to ICT services in specific communities within the larger Port Elizabeth area; 4. To determine whether the level of access differs between secondary schools and the homes of teachers and learners in the identified areas.
- Full Text:
- Date Issued: 2008
- Authors: Adebisi, Adeolu Abiodun
- Date: 2008
- Subjects: Information technology -- Study and teaching (Secondary) -- South Africa , Educational technology -- South Africa , Information technology -- South Africa , Computer-assisted instruction -- South Africa , Educational innovations
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9770 , http://hdl.handle.net/10948/914 , Information technology -- Study and teaching (Secondary) -- South Africa , Educational technology -- South Africa , Information technology -- South Africa , Computer-assisted instruction -- South Africa , Educational innovations
- Description: The primary goal of the research is to investigate the extent of ICT adoption in secondary schools within the larger Port Elizabeth area. In order to demonstrate the current status, two geographical areas within that area namely privileged and less privileged areas will be selected and surveyed. The main objective of this research study is to survey the access to ICT services by learners and teachers living and working in less privileged communities compared with that of learners and teachers in the more privileged communities of Port Elizabeth. At present all the schools in these communities are funded by the same provincial government, but the extent of the digital divide is not known. This research will investigate the factors that lead to the inequalities in the access to ICT among secondary school learners and teachers. This research has the following sub goals and objectives: 1. To identify the factors that impact on the status of access to ICT services; 2. To determine which socio-economic factors contribute to the status of access to ICT services in the specific areas; 3. To determine the status of access to ICT services in specific communities within the larger Port Elizabeth area; 4. To determine whether the level of access differs between secondary schools and the homes of teachers and learners in the identified areas.
- Full Text:
- Date Issued: 2008
Mitigating risk through effective information technology operations in local governments : towards a best practice
- Authors: Kaselowski, Emile
- Date: 2008
- Subjects: Information technology -- South Africa , Local government -- South Africa -- Data processing
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9779 , http://hdl.handle.net/10948/776 , Information technology -- South Africa , Local government -- South Africa -- Data processing
- Description: Sound IT governance is becoming increasingly important for any public or private organisation. However, based on previous research, it can be argued that local municipalities in South Africa are seemingly struggling to implement sound IT governance practices. As a result, very few municipalities perform strategic IT planning and as many as 80percent of municipalities do not have a Master System Plan (MSP) in place, which is required by law. IT governance and corporate governance are lately viewed as one and no longer as two separate governance disciplines, because computer systems and electronic communication are more important now than ever for the survival of any organisation. Therefore, it is important for municipalities to streamline their efforts towards sound IT governance. There are limitations which are faced by municipalities that limit these efforts. Possibly the biggest contributing factor towards this current municipal IT governance predicament, among others, is the fact that there are very few, if any, guidelines and resources available to municipalities to aid them in implementing proper IT infrastructures, systems and governance procedures. To improve the current state of IT governance in municipalities, better guidelines and procedures are required. This dissertation presents an IT governance framework to meet this aforementioned requirement. It is tailored to the requirements of local municipalities and is based on the international best practice, the Control Objectives for Information and related Technologies (COBIT) and the ISO/IEC 17799 code of practice for information security management. This proposed framework takes into account the Municipal Systems Act (nr 32 of 2000), Municipal Structures Act (nr 117 of 1998) and annual municipal IT audit reports’ requirements. Research was conducted at a district and its underlying, local municipalities to determine the proper IT governance criteria for municipalities. Case studies were performed at the municipalities and consisted of performing literature studies on the available municipal legislation and annual, municipal IT audit reports, conducting COBIT gap analyses, an ISO 17799 analysis, conducting interviews and developing questionnaires and data capturing and presentation tools. The resultant, proposed IT governance framework, titled the IT strategic objective plan (IT-SOP), when implemented by a municipality, should provide a solid governance foundation on which to base its business processes on.
- Full Text:
- Date Issued: 2008
- Authors: Kaselowski, Emile
- Date: 2008
- Subjects: Information technology -- South Africa , Local government -- South Africa -- Data processing
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9779 , http://hdl.handle.net/10948/776 , Information technology -- South Africa , Local government -- South Africa -- Data processing
- Description: Sound IT governance is becoming increasingly important for any public or private organisation. However, based on previous research, it can be argued that local municipalities in South Africa are seemingly struggling to implement sound IT governance practices. As a result, very few municipalities perform strategic IT planning and as many as 80percent of municipalities do not have a Master System Plan (MSP) in place, which is required by law. IT governance and corporate governance are lately viewed as one and no longer as two separate governance disciplines, because computer systems and electronic communication are more important now than ever for the survival of any organisation. Therefore, it is important for municipalities to streamline their efforts towards sound IT governance. There are limitations which are faced by municipalities that limit these efforts. Possibly the biggest contributing factor towards this current municipal IT governance predicament, among others, is the fact that there are very few, if any, guidelines and resources available to municipalities to aid them in implementing proper IT infrastructures, systems and governance procedures. To improve the current state of IT governance in municipalities, better guidelines and procedures are required. This dissertation presents an IT governance framework to meet this aforementioned requirement. It is tailored to the requirements of local municipalities and is based on the international best practice, the Control Objectives for Information and related Technologies (COBIT) and the ISO/IEC 17799 code of practice for information security management. This proposed framework takes into account the Municipal Systems Act (nr 32 of 2000), Municipal Structures Act (nr 117 of 1998) and annual municipal IT audit reports’ requirements. Research was conducted at a district and its underlying, local municipalities to determine the proper IT governance criteria for municipalities. Case studies were performed at the municipalities and consisted of performing literature studies on the available municipal legislation and annual, municipal IT audit reports, conducting COBIT gap analyses, an ISO 17799 analysis, conducting interviews and developing questionnaires and data capturing and presentation tools. The resultant, proposed IT governance framework, titled the IT strategic objective plan (IT-SOP), when implemented by a municipality, should provide a solid governance foundation on which to base its business processes on.
- Full Text:
- Date Issued: 2008
A critical analysis of the information technology infrastructure outsource deal between Trans Hex Operations and Commsco
- Authors: Makka, Ferrandi W
- Date: 2005
- Subjects: Contracting out -- Management , Information technology -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8545 , http://hdl.handle.net/10948/1595 , Contracting out -- Management , Information technology -- South Africa
- Description: The outsourcing market for information technology services has been transformed over the last few years. Outsourcing, once inspired primarily by cost reductions, now forms part of overall company strategies in order to improve focus. Intent: The purpose of this research project is to conduct a critical analysis of the outsourcing of information technology infrastructure. In particular, this paper will focus on the process followed and on adherence to good corporate governance and business ethics. This dissertation addresses (i) the strategic reasons for outsourcing, (ii) reasons for not outsourcing, (iii) the different types of models available, (iv) the outsourcing process to follow, and (v) the risks associated with outsourcing. These five aspects were all empirically tested in Trans Hex. Findings: The main findings were that (i) no recognized formal process had been followed; (ii) the risk profile of the outsourcing company changed and (iii) a post-outsourcing review is required to determine whether the process is working as planned and to identify opportunities for improvement. Conclusion: A new approach is needed to improve the viability and success of outsourcing information technology infrastructure. Based on the present findings it is argued that a holistic approach to information technology infrastructure outsourcing should be adopted which combines several outsourcing processes into a company-specific outsourcing process framework.
- Full Text:
- Date Issued: 2005
- Authors: Makka, Ferrandi W
- Date: 2005
- Subjects: Contracting out -- Management , Information technology -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8545 , http://hdl.handle.net/10948/1595 , Contracting out -- Management , Information technology -- South Africa
- Description: The outsourcing market for information technology services has been transformed over the last few years. Outsourcing, once inspired primarily by cost reductions, now forms part of overall company strategies in order to improve focus. Intent: The purpose of this research project is to conduct a critical analysis of the outsourcing of information technology infrastructure. In particular, this paper will focus on the process followed and on adherence to good corporate governance and business ethics. This dissertation addresses (i) the strategic reasons for outsourcing, (ii) reasons for not outsourcing, (iii) the different types of models available, (iv) the outsourcing process to follow, and (v) the risks associated with outsourcing. These five aspects were all empirically tested in Trans Hex. Findings: The main findings were that (i) no recognized formal process had been followed; (ii) the risk profile of the outsourcing company changed and (iii) a post-outsourcing review is required to determine whether the process is working as planned and to identify opportunities for improvement. Conclusion: A new approach is needed to improve the viability and success of outsourcing information technology infrastructure. Based on the present findings it is argued that a holistic approach to information technology infrastructure outsourcing should be adopted which combines several outsourcing processes into a company-specific outsourcing process framework.
- Full Text:
- Date Issued: 2005
An analysis of customer service management strategies in an information technology organisation
- Authors: Majavu, Nyanisa
- Date: 2004
- Subjects: Information technology -- South Africa , Computer industry -- Customer services -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10885 , http://hdl.handle.net/10948/143 , Information technology -- South Africa , Computer industry -- Customer services -- South Africa
- Description: This study was evoked by a discussion with one of Dimension Data’s Service Management Executives. The discussion was centred around customer service management focus and on how to bring all stakeholders within the organisation to share this common goal. The critical aspect does not merely mean improving quality, but to exceed customers’ expectations according to Manning (1989:63). Quality and customer service have become a way of life rather than, short-term projects that can begin and end at will emphasises Manning (1989:91). There is a myriad of evidence to suggest that services are becoming critical to economic growth in most developing economies, one of such is South Africa. Thus South African industry requires substantial reflection both from the government and private sector regarding issues of service. Organisations therefore need to understand products and services as complex clusters of value adding satisfactions. The main problem of this research is as follows: What customer service management strategies are at the disposal of an information technology organisation? The main problem will be solved in the form of three sub-problems, by identifying what customer service management is. Secondly, depicting a customer service management model and lastly recognising customer service strategies that exist within Dimension Data.
- Full Text:
- Date Issued: 2004
- Authors: Majavu, Nyanisa
- Date: 2004
- Subjects: Information technology -- South Africa , Computer industry -- Customer services -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10885 , http://hdl.handle.net/10948/143 , Information technology -- South Africa , Computer industry -- Customer services -- South Africa
- Description: This study was evoked by a discussion with one of Dimension Data’s Service Management Executives. The discussion was centred around customer service management focus and on how to bring all stakeholders within the organisation to share this common goal. The critical aspect does not merely mean improving quality, but to exceed customers’ expectations according to Manning (1989:63). Quality and customer service have become a way of life rather than, short-term projects that can begin and end at will emphasises Manning (1989:91). There is a myriad of evidence to suggest that services are becoming critical to economic growth in most developing economies, one of such is South Africa. Thus South African industry requires substantial reflection both from the government and private sector regarding issues of service. Organisations therefore need to understand products and services as complex clusters of value adding satisfactions. The main problem of this research is as follows: What customer service management strategies are at the disposal of an information technology organisation? The main problem will be solved in the form of three sub-problems, by identifying what customer service management is. Secondly, depicting a customer service management model and lastly recognising customer service strategies that exist within Dimension Data.
- Full Text:
- Date Issued: 2004
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