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Submitted in fulfillment of the requirements For the degree of Master of Management Science: Tourism and Hospitality Management, Durban University of Technology, Durban, South Africa, 2016. / The advent of Information and Communication Technologies (ICT) coupled with sophisticated network channels and applications have unveiled new avenues for small organizations and those in the hospitality industry must be included. However, there is limited industry specific research activity on the impact of adoption and utilisation of ICTs on business specifically with regard to the hospitality industry in developing countries. This report records the findings of an analysis into ICT and e-commerce adoption and use in small remote hospitality establishments in the Natal Midlands of KwaZulu-Natal, South Africa. The research used a mixed methods approach involving questionnaires, observations and interviews. The participants were drawn from three case areas namely Curry’s Post, Nottingham Road and Lions River. From each case area, two restaurants, two wedding venues, two lodges and two curio shops participated. The findings indicate that most establishment acknowledged the need to adopt and utilise ICT and e-commerce. The links between ICT adoption and level of business success were marked. The challenges to adoption and utilisation of ICT were found to centre on cost, owners’ lack of familiarity with ICTs, and a corresponding lack of ICT skills amongst staff. The inability of imported software packages to suit local needs also emerged as a significant issue. Recommendations involve targeted sponsorships of ICT courses, language accessibility initiatives, and adaptation of software packages to local needs, along with advantages in starting small and adopting more sophisticated ICT as the business grows. / M

Thesis (MBA (Business Management))--University of Stellenbosch, 2009. / ENGLISH ABSTRACT: RFID technology may be the most capable technology to address the track and trace requirements within the Agri-food supply chain. RFID technology has become a prominent research area in recent times, with multiple benefits being promised and envisaged. The list of applications and deployments within the supply chain is numerous, with the ambassadors of this technology promising increased supply chain effectiveness, inventory management capabilities and enhanced information visibility. Deregulations within the South African citrus industry created changes to the internal structure of the industry, with the requirements of enhanced information visibility for traceability becoming a high priority. Current information structures and initiatives are providing the basic requirements for the changing business environment, with limitations to real-time and visible information for improved decision-making and planning initiatives. The purpose of this exploratory study was to identify the critical success factors for RFID technology deployment in supply chains in general and to identify the critical success factors relevant to the South African citrus industry. The study also researched the benefits and challenges of deploying RFID technology within the South African citrus industry, relating to citrus supply chain performance improvements of RFID adoption. The research indicates that certain limitations and challenges pertinent to the citrus industry exist, which would require industry level priority for successful implementation of RFID technology within the South African citrus industry. This study provides the South African citrus industry with a guideline to address the current non-collective management of information, information systems and requirements and collaboration initiatives. The use of this research should be of great assistance to the South African citrus industry role-players by providing a strategic framework for addressing information improvement initiatives. / AFRIKAANSE OPSOMMING: RFID tegnologie kan moontlik die mees bevoegde tegnologie wees om die naspeurbaarheid vereistes van n Agri-voedsel voorsiening ketting aan te spreek. RFID tegnologie is huidiglik 'n prominente navorsingsgebied, met beloofde meervoudige voordele. Die lys van aanwendings en toepassings binne die voorsiening ketting is veelvoudig, met beloftes van die ambassadeurs van die tegnologie, vir verbeterde voorsienings ketting doeltreffendheid, inventaris bestuur en verhoogde inligtings sigbaarheid. Deregulasie van die Suid Afrikaanse sitrus industrie het interne strukturuele veranderinge in die industrie teweeg gebring, met prioriteit fokus vir verhoogde inligting sigbaarheid vir naspeurbaarheid doeleindes. Huidige inligting strukture en initiatiewe verskaf die basiese grondslag vir die deurlopende veranderende besigheids omgewing, met intyd en sigbaarheids inligtings beperkinge, vir verbeterde besluitneming en beplanning initiatiewe. Die doel van die ondersoekende studies was om die generiese kritieke sukses faktore van RFID tegnologie implementering en die kritieke sukses faktore direk verwant tot die Suid Afrikaanse sitrus industrie te identifiseer. Die studie het ook die voordele en uitdagings van RFID implementering binne die Suid Afrikaanse sitrus industrie nagevors, spesifiek verwant tot die prestasie verbeterings van RFID implementering in die sitrus voorsienings ketting. Die navorsing dui aan dat sekere beperkinge en uitdagings spesifiek tot die sitrus industrie bestaan wat industrie vlak prioriteit vereis, vir suksevolle implementasie van RFID tegnologie binne die Suid Afrikaanse sitrus industrie. Die resultate van die studie verskaf die Suid Afrikaanse sitrus industrie met 'n riglyn om die uitdagings van die huidige nie-kollektiewe bestuur van inligting, inligting stelsels en vereistes en samewerkings initiatiewe aan te spreek. Die gebruik van die navorsing behoort van groot waarde te wees vir die rolspelers van die Suid Afrikaanse sitrus industrie, in die verskaffing van 'n strategiese raamwerk vir die aanspreking van inligting verbeterings intiatiewe.

Despite the widespread adoption of Internet banking, no guidelines exist on what functionality the techno-savvy Generation-Y customer segment (20–37 years) expects from Internet banking websites. This research investigated the functionality that South African Generation-Y customers require from this transacting platform. A user-centred design philosophy with a mixed method research design was used. The technological characteristics of Generation-Y, abstracted from the literature, were aligned with functionality trends of future Internet banking websites to formulate an initial list of Internet banking functionality guidelines. These were evaluated using a survey and interviews, and were also used in a heuristic evaluation of the Internet banking platforms of five South African banks. The findings were integrated to synthesise functionality guidelines. A visual representation of these guidelines was constructed as wireframes for evaluation by Generation-Y users. This study makes a contribution by providing a validated list of Internet banking functionality guidelines for Generation-Y banking customers. / College of Engineering, Science and Technology / M. Tech. (Information Technology)

Financial services institutions invest in self–service technologies for various reasons. These include the demands to rationalise costs and to meet the channel preferences of a „technology- savvy‟ client base. Some advantages of self–service technologies (“SSTs”) include the optimisation of staff activities and faster and improved customer services. Retail banks experience various migration-related costs when migrating customers to an SST environment; in terms of both branch infrastructure and the development of employee skills. Some customers continue to favour face-to-face service interactions, which necessitates an identification and evaluation of the necessary skills required by employees to facilitate this migration process. This study aims to both identify and classify the requisite skills needed by financial services professionals to enable them to migrate customers from physical to electronic service channels; including ATMs. With the appropriate training and competencies, employees can guide customers more effectively through the migration process in a non-judgemental way. This would, in turn, address the lack of self-service technology understanding among customers in the longer term. The lack of support from skilled service employees has, in many instances, led to customers paying higher transactional fees and experiencing inconvenience at physical channels, thereby resulting in overall lower self-service usage. / Business Management / DBL

Financial services institutions invest in self–service technologies for various reasons. These include the demands to rationalise costs and to meet the channel preferences of a „technology- savvy‟ client base. Some advantages of self–service technologies (“SSTs”) include the optimisation of staff activities and faster and improved customer services. Retail banks experience various migration-related costs when migrating customers to an SST environment; in terms of both branch infrastructure and the development of employee skills. Some customers continue to favour face-to-face service interactions, which necessitates an identification and evaluation of the necessary skills required by employees to facilitate this migration process. This study aims to both identify and classify the requisite skills needed by financial services professionals to enable them to migrate customers from physical to electronic service channels; including ATMs. With the appropriate training and competencies, employees can guide customers more effectively through the migration process in a non-judgemental way. This would, in turn, address the lack of self-service technology understanding among customers in the longer term. The lack of support from skilled service employees has, in many instances, led to customers paying higher transactional fees and experiencing inconvenience at physical channels, thereby resulting in overall lower self-service usage. / Business Management / DBL