Technology has been an integral part of human life since the 19th century’s Industrial Revolution, and the advancement of technologies has continued into the 21st century. Of all new emerging technologies, the computer has been identified as the most important, most complex and fastest emerging technology. In order for businesses to compete and survive within the business world, they are compelled to adopt new computer technologies. However, computers alone cannot improve organisational performance. Computers need to be accepted, optimally used and utilised by employees in order for an organisation to succeed. One such technology is SAP AG’s Enterprise Resource Planning (ERP) system which is a real-time, fully integrated business system used by more than 170 000 organisations in 120 countries. Measuring information system success has been a concern since its inception due to its complexity and difficulty to appraise. Researchers traditionally attempted to measure success by the delivering of a functional information system product within certain monetary and time constraints. Subsequently, evidence suggested that a more accurate measure of success lies within the field of system use. One model of assessing and predicting user acceptance and which has gained popularity in recent years is the Technology Acceptance Model (TAM). Apart from accepting the SAP ERP system, users should also be of the intention to continuously use it as a job requirement. The model for measuring user commitment is psychological attachment which determines whether the commitment is insincere and temporary, or long-lasting. Further, not only do users need to accept and continuously use an information technology like SAP ERP; they also need to be able to cope while using it. If not, psychological stress known as techno stress develops and prevents the optimal use of this system. With these three possible explanations for computer technology avoidance as a premise of departure, this study aims to determine the congruence, if any, between the sub-constructs of the TAM (perceived ease of use, perceived usefulness, attitude toward using, behavioural intention to use and actual system use), psychological attachment (compliance, identification and internalisation), and techno stress (negative computer thoughts) within a South African SAP ERP user environment. A cross-sectional survey design was used rendering a convenience sample of N = 241 from among the SAP ERP user fraternity at a South African steel manufacturer. The measuring instruments used were the 23-item Technology Acceptance Questionnaire (TAM), the 10-item Psychological Attachment Questionnaire (PAQ) and the 20-item Computer Thoughts Survey (CTS-C). Study 1 which was a literature review confirmed conceptual congruence in that although the technology acceptance model was the most parsimonious, powerful and widely applied theoretical model, it was constrained due to the omission of social influence (psychological attachment) as a contributing factor in the processes of behavioural change towards technology acceptance. Furthermore, it was found that techno stress lowers employee efficiency and creates dissonance in the work environment, resulting in acceptance, hesitance or resistance towards the technology in question. Congruence was established between the system itself (technology acceptance), social relationships (psychological acceptance), and inherent psychological stress (techno stress). The aim of study 2 was to test the technology acceptance model within a South African SAP ERP user environment. Structural equation modelling confirmed that positive inter-construct relationships exist between all TAM constructs. Actual system use, which is the measurement for technology acceptance, was directly affected by behavioural intention to use and indirectly by perceived usefulness. In turn, behavioural intention to use was directly affected by perceived usefulness, attitude toward using and indirectly by perceived ease of use. Attitude toward using was directly affected by perceived ease of use and perceived usefulness. Perceived usefulness was directly affected by perceived ease of use. Study 3 revealed that internalisation had a direct positive effect on behavioural intention to use and an indirect effect on actual system use via behavioural intention to use. Furthermore, in this study identification had direct positive effects on internalisation, perceived usefulness, perceived ease of use and actual system use. Indirect effects emerged between identification and behavioural intention to use via internalisation as well as behavioural intention to use via perceived usefulness. Compliance, on the other hand, had negligible, negative direct effects on all TAM constructs of which the most prominent was that on attitude toward using. Results acquired from structural equation modelling in study four confirmed that weak negative relationships existed between techno stress and all TAM constructs. This finding is contrary to other studies and can be attributed to the fact that participants in this study were at large, proficient around SAP ERP and therefore experienced low levels of techno stress. Furthermore, aspects such as effective training, clear deadlines, effective teamwork, recurrent performance evaluations, job security, career development and realistic job load are all antidotes for techno stress which is believed to be current within the participant fraternity. In a concluding chapter the conclusions derived from the literature review, as well as the empirical research were presented and recommendations flowing from this research study were made. / PhD (Psychology), North-West University, Vaal Triangle Campus, 2014

En la actualidad, las entidades financieras están incentivando a sus clientes a optar por canales digitales. En este sentido, los aplicativos de banca móvil permiten a los usuarios realizar transacciones en cualquier lugar y momento desde un dispositivo móvil. La presente investigación, busca identificar los factores de mobile marketing que influyen en la intención de uso y que conllevan a la satisfacción de los usuarios de banca móvil en Lima Metropolitana. Por ende, los factores considerados en la investigación son: personalización, movilidad, compatibilidad y localización. Para ello, el presente trabajo ofrece un balance bibliográfico que se centra en describir cada factor propuesto. En este sentido, se propone una encuesta digital sobre la percepción de los usuarios de la banca móvil y la elaboración de un focus group. Asimismo, se muestran las principales evidencias sobre el contenido de las principales entidades bancarias en sus redes sociales, las cuales hacen referencia a los factores de estudio. / Currently, financial institutions are encouraging their clients to opt for digital channels. In this sense, mobile banking applications allow users to make transactions anywhere and anytime from a mobile device. This research seeks to identify the mobile marketing factors that influence the intention to use and that lead to the satisfaction of mobile banking users in Metropolitan Lima. Therefore, the factors considered in the research are: personalization, mobility, compatibility and location. For this, this work offers a bibliographic balance that focuses on describing each proposed factor. In this sense, a digital survey on the perception of users of mobile banking and the development of a focus group is proposed. Likewise, the main evidence on the content of the main banking entities in their social networks is shown, which refer to the study factors. / Trabajo de investigación

This thesis expands on previous research and designs of avatar-based child interview training software. The goal of the thesis was to identify requirements, identify technologies and evaluate the likelihood of acceptance of a distribution ready software that would enhance role-play training exercises commonly used for child interview training. After identifying the requirements needed to create this type of application the needed technologies for solving those requirements were identified and one prototype and two production ready applications were developed. The production ready versions were distributed in an official capacity through AvBIT Labs Ab. Each version was evaluated using the technological acceptance model (TAM) in order to determine likelihood of acceptance in relevant industries. The TAM survey, USE survey and correspondence with experts were used to evaluate missing requirements and the likelihood of software acceptance. The research conducted in this thesis directly contributed to the founding of AvBIT Labs AB and the distribution of the AvBIT application to both governmental and non-governmental organizations, seeking to enhance their child interview training, throughout Europe.

Title: The interaction between humans and machines: A case study on employee job satisfaction during the implementation of artificial intelligence in the workplace Background & problem discussion: As companies adopt new technologies, ensuring job satisfaction is a key for smooth transitions. AI revolutionizes work methods by automating tasks, enhancing efficiency, and requiring new skills. However, AI integration raises concerns about its impacts on roles and satisfaction. While boosting productivity and efficiency, AI can displace human tasks, causing fear and resistance to the new technology. Balancing efficiency with maintaining human expertise is vital, as it affects motivation and engagement in the work. Understanding AI’s impact on job satisfaction is essential, as it significantly influences employees overall experience. Purpose: The purpose of the study is to create an understanding of the employees’ job satisfaction when implementing AI technology in the workplace. Method: This study uses a qualitative research method to understand how AI implementation affects employee job satisfaction at Scania in Oskarshamn. The method focuses on gaining in-depth insights from the employees’ perspective through semi-structured interviews and observations. A case study design was chosen to analyze detailed aspects of AI use within the company. To ensure the reliability, trustworthiness and confirmation of the study, a transparent research process was followed with feedback to the participants. Findings & conclusion: The results showed that both intrinsic and extrinsic involvement were important for job satisfaction. Employees with strategic roles saw AI as an opportunity for improvement, while operational employees felt secure in the use of AI. The study emphasized the importance of fostering an inclusive work culture to ensure positive attitudes towards change and sustained job satisfaction. The conclusion provides both a practical and theoretical contribution for understanding job satisfaction when using AI-technology.

Syftet med studien har varit att undersöka hur telekomkunder användning av själv-serviceteknologi (SST) kan öka. Relevant litteratur som SST, teknologisk acceptans, user experience (UX), customer experience (CX) och servicedesign (SD) har identifierats och förankrat studien vetenskapligt. Baserat på syftet och den teoretiska grunden har en designstrategi skapats för att undersöka detta på ett relevant sätt på ett telekomföretag i Sverige. Studien har utgått från en formativ utvärdering där expertanvändares upplevelser av telekomkunder, kundservice och själv-serviceteknologi har studerats, för att kunna identifiera möjliga problem och förbättringsområden. Semi-strukturerade djupintervjuer har använts som datainsamlingsmetoden på grund av de förutsättningar som fanns för studien. Detta har i kombination med analysstrategierna har medverkat till identifieringen av kontextuella fynd som kan öka användning av SST för telekomföretagets kunder. Några av dessa fynd är att SST behöver vara standardiserad inom telekombranschen och att telekomföretaget kan öka användandet genom att informera sina kunder mer om möjligheterna med SST. I Studien har också faktorer som tyder på ett samband mellan områdena service, SST och telekomkunder identifierats, detta kan öka förståelsen för hur SST i denna kontext bör utvecklas och designas framöver.