The reliance of organizations on the use of technology to enhance business
performance has been rapidly growing since the advent of Information Technology. In
current times, it is unthinkable that an organization of any significance can even
attempt to survive without the use of technology. Understanding the factors that effect
the implementation of new technologies therefore becomes critical for organizations
in their quest to survive and prosper.
This study looks at acceptance of new technology by field support technicians in a
technology support services organisation. This topic is approached by way of using
findings from prior studies in the context of field support technicians. This involves
verifying external validity of a modified version of the Technology Acceptance Model
(TAM) developed in a prior study (involving healthcare professionals) for the
acceptance of new technology in the case of field support technicians. The TAM
explores the relationship amongst several variables (Compatibility; Social Influence;
Facilitating Conditions; Perceived Usefulness; Perceived Ease of Use; and Attitude)
and the influence of their interaction to Usage of a newly implemented system.
The study was conducted within an Information and Communications Technology
company that provides services to a large number of clients across South Africa. Data
collection was approached by way of a census, with a questionnaire administered to
field support technicians that were already using the new technology. Data received
was then analysed and used in testing validity of the proposed model.
Though the findings of the study were largely in support of prior research, a modified
model was suggested for acceptance of new technology by field support technicians.
The modified model takes into account the inclination of technicians towards
experimenting with new technologies, a trait not observed with traditional system
users studied in prior research.
Since the study accounted for less than 70% variance in usage intention, it is
recommended that further research be done to understand the “unexplained” variance,
which is also common amongst most prior research. The findings of the study also
suggest that continued research into the external validity of existing technology
acceptance models for different contexts is justified. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2010.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:ukzn/oai:http://researchspace.ukzn.ac.za:10413/5676 |
| Date | January 2010 |
| Creators | Ngcobo, Dumisani. |
| Contributors | Maharaj, Manoj S. |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis |
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