In the era of digital transformation, the need for more efficient self-service technologies has increased, particularly after the COVID-19 pandemic, which highlighted the importance of reducing physical interactions. Although there is some research on self-service technologies, there is a lack of research on the usability of internal self-service portals which are used within organizations. This study aims to address this gap by applying the Technology Acceptance Model (TAM) and the design principles within Human-Computer Interaction (HCI) field to examine the usability of a self-service portal in a university in Sweden. The study adopts a mixed-method approach, incorporating data collection techniques such as cognitive walkthrough and semi-structured interviews for qualitative data, as well as System Usability Scale (SUS) questionnaire, and some other quantitative measurements for collecting data. Findings from the quantitative analysis through the System Usability Scale (SUS) results indicate a good to borderline OK design, with user satisfaction affected by the number of clicks and time required to complete tasks.  Findings from the qualitative analysis reveal important factors influencing user experience, including user perception of the portal's design, learnability, impact of access to multiple systems, influence of easy-to-reach IT assistance, impact of insufficient information and guidance, lack of awareness, user desires, and suggestions for the design. The study concludes with the development of design guidelines based on the identified themes, aiming to enhance the usability of the self-service portal. These findings contribute to the understanding of self-service portals' usability within organizational contexts and provide actionable recommendations for improving the design and the user experience.

The use of the digital school library depends on many factors, including end-users‘ acceptance. The issue of designing information systems that will be used appropriately is growing and thus user acceptance of new technology is now receiving much attention by researchers. Without acceptance, discretionary users will seek alternatives, while even dedicated users will most likely manifest dissatisfaction, negating many, if not all, the presumed benefits of the digital library. Whereas the traditional focus of digital libraries has drawn research on technological developments, there is a call for user-focused research. This study sought to identify the dynamics of elementary children‘s (11- to 13- year olds) decision-making in the context of accepting or resisting making use of digital school libraries at Crawford Preparatory Pretoria School in Gauteng. To be accepted, the digital library must satisfy basic usability requirements and be perceived as useful by the children. The constructs of the Technology Acceptance Model, perceived ease of use and perceived usefulness were used to generate an understanding of acceptance of the digital school libraries. The study adopted a quantitative case study research approach to compare the empirical data and the TAM theory. Data triangulation of a wide range of data collection methods, including observation, questionnaires, focus groups and tasks given to the children to work on using the International Children‘s Digital Library was analysed. The findings revealed that, just like adults, children make decisions regarding accepting and using the digital school library based on how easy it is to use and how relevant it is to their needs. The study recommends that software designers, teachers and librarians work with the children when designing digital school libraries to ensure that their acceptance factors are taken into consideration when designing for them. / Information Science / M. Inf.

The purpose of this study was to examine the level of adoption, usage and factors that influence the adoption of electronic banking (e-banking) by small, micro and medium enterprises (SMMEs) listed in the City of Tshwane Metropolitan Municipality (CTMM). Despite efforts by commercial banks to promote e-banking (internet and cell phone banking) to its customers, the adoption rate for internet and cell phone banking appears to be low. Based on the literature reviewed, the SMME sector has been widely excluded from the formal banking services. It is also observed that e-banking can enable SMMEs to grow and enter international markets. Technology acceptance model (TAM) integrated with perceived risk theory (PRT) was used to investigate factors that influence adoption and usage of e-banking. The study followed a quantitative research approach. Respondents were selected using simple random sampling technique. A structured survey questionnaire was used to collect the data. The survey was conducted on 160 SMMEs in the CTMM with the assistance of fieldworkers. Data were analysed using descriptive statistics, exploratory factor analysis (EFA), Pearson’s bivariate correlation, and multiple regression. The results revealed that perceived ease of use had a significant positive influence on the attitude towards e-banking. Perceived usefulness had a positive but insignificant influence on the attitude towards e-banking. Security risk was the only perceived risk dimension that had a significant negative influence on attitude towards e-banking. However, financial risk, privacy risk, performance risk and social risk had a positive and insignificant influence on attitude towards e-banking. It was envisaged that this study will enable banks to develop strategies that are aimed at increasing their SMME market share. / Finance, Risk management and Banking / M. Com. (Finance)

The use of the digital school library depends on many factors, including end-users‘ acceptance. The issue of designing information systems that will be used appropriately is growing and thus user acceptance of new technology is now receiving much attention by researchers. Without acceptance, discretionary users will seek alternatives, while even dedicated users will most likely manifest dissatisfaction, negating many, if not all, the presumed benefits of the digital library. Whereas the traditional focus of digital libraries has drawn research on technological developments, there is a call for user-focused research. This study sought to identify the dynamics of elementary children‘s (11- to 13- year olds) decision-making in the context of accepting or resisting making use of digital school libraries at Crawford Preparatory Pretoria School in Gauteng. To be accepted, the digital library must satisfy basic usability requirements and be perceived as useful by the children. The constructs of the Technology Acceptance Model, perceived ease of use and perceived usefulness were used to generate an understanding of acceptance of the digital school libraries. The study adopted a quantitative case study research approach to compare the empirical data and the TAM theory. Data triangulation of a wide range of data collection methods, including observation, questionnaires, focus groups and tasks given to the children to work on using the International Children‘s Digital Library was analysed. The findings revealed that, just like adults, children make decisions regarding accepting and using the digital school library based on how easy it is to use and how relevant it is to their needs. The study recommends that software designers, teachers and librarians work with the children when designing digital school libraries to ensure that their acceptance factors are taken into consideration when designing for them. / Information Science / M. Inf.