University of the Witwatersrand

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    E-commerce Use Factors and Its Impact on Customer Experience: An Empirical Study in South African Retail

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    A research report submitted in fulfillment of the requirements for the Master of Management in the field of Digital Business, in the Faculty of Commerce Law and Management, Wits Business School, University of the Witwatersrand, Johannesburg, 2025E-commerce adoption in South Africa has grown significantly, yet challenges such as increasing cyber threats and the gap between retailer adoption and actual customer usage continue to hinder customer use and diminish customer experience. This study investigated the factors influencing customer use of e-commerce and their impact on customer experience in the South African retail sector. The updated DeLone and McLean Information Systems (D&M IS) success model was adapted by introducing two security-related constructs: security quality and security knowledge. A quantitative research approach was adopted, using survey data from 181 South African e-commerce users. Structural equation modelling (SEM) was utilised to analyse the relationships between system quality, information quality, service quality, security quality, security knowledge, customer use, user satisfaction, and customer experience. Findings revealed that system quality, service quality, security quality, and security knowledge positively influenced customer use and user satisfaction, while information quality only influenced user satisfaction. The link between information quality and customer use was excluded during model refinement to improve fit. Notably, the security-related factors were found to significantly influence customer use and user satisfaction. Furthermore, customer use and user satisfaction were found to significantly impact customer experience. These results indicate that a positive customer experience not only encourages customers online shopping purchases but also ensures continued platform engagement. The study contributes to information systems research by validating the influence of security constructs within the D&M IS model and provides practical guidance for South African retailers seeking to enhance e-commerce strategies through cybersecurity improvements and user awareness initiatives.MM202

    Exhibiting Memory: Investigating the use of multi-sensory elements to communicate diasporic experiences in contemporary art exhibitions

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    A thesis submitted in fulfilment of the requirements for the degree of Master of Arts (MA) by Research, to the Faculty of Humanities, Wits School of Arts, University of the Witwatersrand, Johannesburg, 2025This dissertation investigates the use of multi-sensory and immersive curatorial strategies as a tool to communicate complex postcolonial identities in contemporary art exhibitions. Through analyses of four recent exhibitions – Indigo Waves (2022) at Zeitz MOCAA, The Waiting Gardens of the North (2023) at the Baltic Centre for Contemporary Art, (ka) pheko ye – the dream to come (2024) at Migros Museum, and Sueño de la Madrugada (2024) at South London Gallery – the study explores how engaging multiple senses can create liminal spaces that allow for the expression of hybrid, ambiguous cultural experiences. This enquiry can be broken down into these parts: multisensory elements are used as a curatorial tool, the tool is used to make immersive space, the purpose of that space is to encourage ambiguity, and the reason one would want to increase ambiguity is that it allows for a nuanced understanding of complex narratives, like postcolonial identity. Drawing on postcolonial concepts, affect theory and curatorial practice, this dissertation examines how multisensory approaches can productively unsettle dominant narratives and make space for layered perspectives on diaspora, migration, and cultural memory. By advocating for exhibition models that embrace sensorial encounters/confrontations and ambiguity, this study contributes to ongoing debates about decolonisation in contemporary art institutions. It argues that multi-sensory curatorial strategies act as navigational and proto-linguistic tools for communicating the complexity of postcolonial identities and thereby fostering greater cross-cultural understanding.MMM202

    Digital Technology Enabled Education: Exploring Digital Education Affordances on Student Performance

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    A thesis submitted in fulfilment of the requirements for the degree Doctor of Philosophy (Education), to the Faculty of Humanities, Wits School of Education, University of the Witwatersrand, Johannesburg, 2025Digital education leverages technology to enhance teaching and learning through approaches like technology enhanced learning and online education. Technology enhanced learning employs strategies such as blended, flipped, and personalised learning by using digital resources to improve educational experiences. The Covid-19 pandemic triggered a swift transition to online teaching and learning in educational institutions across the world, and it significantly affected South Africa’s higher education sector. This transformation revealed substantial disparities as resource endowed universities rapidly adapted to online teaching and learning while historically disadvantaged institutions faced challenges due to insufficient resources. Resource constraints, including inadequate digital technology tools, internet connectivity, high data costs, and insufficient preparedness among students and educators, impeded productive learning experiences. While there is sufficient literature in the realm of digital education and online education, there is still a gap in the efficacy of inclusive digitally enabled education. This study examined the effects of this transition on student performance in South African universities by emphasising the critical necessity for equitable access to digital education and comprehensive support systems, which were identified as the current gap. The study gives solutions for enhancing resilience and accessibility in forthcoming digital technology educational frameworks by analysing these problems. The discussion was centred on the critical elements that influence the efficacy of digital technology enabled education, which was analysed through the lens of community of inquiry framework. Central to this was the development of the conceptual framework that was deemed to sustain inclusive digital education in a socio epistemological orientation approach. This study posits that learning occurs within an epistemically integrated and engaged community characterised by social presence, teaching presence, cognitive presence, student skills, academic skills, technology, infrastructure, and environment. These requirements are essential for establishing equitable digital education in all South African higher education institutions. This study used a mixed methods research strategy that incorporated questionnaires with both closed and open-ended questions and documents review. The data were gathered from three South African higher educational institutions that were categorised as metropolitan, rural, and semi-rural. The study further used mixed methods sampling by incorporating both probability and purposive sampling techniques. With the probability sampling, the study adopted the stratified sampling process in which only the third- and fourth year students were required to complete the questionnaire. A total of 165 responses from academics and students were collected via a questionnaire from these universities. The quantitative data were analysed descriptively using the Statistical Package for the Social Sciences (SPSS) software, and the qualitative data was analysed using thematic and factor analysis. The study triangulated these approaches to reach conclusions. This study employed triangulation to elucidate the intricacies of the phenomena, resulting in the addition of a conceptual framework to the literature on digital technology enabled education. The findings highlight that the sudden shift to digital education in South Africa worsened existing inequalities, particularly for low-income students who struggled with limited access to computing resources, internet connectivity, and power outages. About 49% of academics mentioned that their courses required practical work, while 51% did not, which means almost half of academic courses taught involved practical or laboratory work, which portrays a need for technological affordances. The findings showed a high percentage of academics and students being negatively affected by this swift digitalisation of teaching and learning processes. Both students and academics faced challenges due to a lack of digital literacy and were negatively impacted by the rapid transition to online learning. The following are some of the recommendations of the study: Compulsory computer and digital literacy skills for academics and students regardless of their field of study, online professional training for academics, and ubiquitous access to educational, technical/technological, social, environmental, access, and infrastructure resources. In responding to the research question, this study will help higher education institutions deliver more effective digital education to improve the student digital experience, create a ubiquitous learning environment to achieve equity, bridge the student attainment gap, promote social inclusion, and broaden equitable access to tertiary education for all students. This will be achieved through the conceptual framework that identifies key factors for achieving success in digital technology enabled education for South African universities. This framework is highly pertinent and is essential for transforming the South African educational system, reducing inequalities and fostering sustainable development.MMM202

    Sugarcane as feedstock for Biofuel, a business case of Natal Midlands, South Africa

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    A research report submitted in fulfillment of the requirements for the Master of Business Administration, in the Faculty of Commerce Law and Management, Wits Business School, University of the Witwatersrand, Johannesburg, 2025The nexus of sugarcane and renewable energy. Energy is crucial for economic advancement, as the global economy relies heavily on fossil fuels for energy production (Aluwani, 2023; Dimitriadis et al., 2021). The South African economy, is said to be the most industrialised, sophisticated, advanced and productive on the African continent (Nkosi et al., 2021). The economy is mainly based on extracting resources and powered by fossil fuels, leading to higher greenhouse gas (GHG) emissions compared to countries of similar Gross domestic product (GDP) (Nkosi et al., 2021; van Ryneveld & Islar, 2023). According to Sasu (2023), in 2021, South Africa, whose main source of energy is coal, had the largest production-based carbon dioxide (CO2) emissions in Africa. Furthermore, van Ryneveld and Islar (2023) stated that the coal-intensive energy system dates back to the British colonial era, with all but two coal-fired power plants built during apartheid era. These power plants are gradually unable to sustain the South African economy, mainly due to a lack of maintenance, mismanagement, corruption and end of life, that has resulted in severe electricity blackouts (Andreoni et al., 2022; Sasu, 2023). The power plants are unsustainable from energy security, social and environmental perspectives, contributing significantly to pollution that is detrimental to human health (CIF, 2021) and climate change (Andreoni et al., 2022; Millar et al., 2022; The Daily Telegraph, 2022; van Ryneveld & Islar, 2023; Wernecke et al., 2022). Globally, sugarcane is used for renewable energy (Ajala et al., 2021; Kabeyi & Olanrewaju, 2023). There is a need for the South African economy to gradually shift from fossil fuel-based energy to a low-carbon energy mix, led by renewables, in order for the country to be energy secure, reduce pollution, reverse the effects of climate change, and remain competitive in the global economy (CIF, 2021; Gilani et al., 2020; IRENA, 2019; Parascanu et al., 2021; The Daily Telegraph, 2022; Wernecke et al., 2022).MM202

    The Leadership Challenges of Chief Executive Officers in Public Sector Hospitals in KwaZulu-Natal

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    A research report submitted in fulfillment of the requirements for the Master of Business Administration, in the Faculty of Commerce Law and Management, Wits Business School, University of the Witwatersrand, Johannesburg, 2025This study aimed to examine the current challenges faced by Chief Executive Officers (CEOs) in the government sector, within the KwaZulu-Natal region. Effective leadership is one of the most crucial components within the healthcare system, mainly because it affects the effectiveness of good quality health care. Identifying these challenges, and finding ways to improve them, could aid in the improvement of the current public health care system. Previously it had been assumed that as a CEO in a public hospital, you need to have a strong clinical background.. It is beneficial that CEOs are able to identify with the needs of the community they are servicing. As a CEO, there are numerous challenges that arise. These challenges are ever changing. Knowing and understanding the different leadership styles can aid in identifying the best type of leader required in public hospitals. Management in the public hospital sector seems to be fragmented. Improving the current structures may lessen the current burden the current healthcare system has within South Africa. The healthcare sector aims to provide efficient, high quality of care. Secondary data collection from government publications, academic journals and reports were used to access challenges faced by government hospital CEOs. In this study six themes emerged of the challenges faced by government hospital CEOs. These are were mainly political instability, management, infrastructure, economic challenges, rapid population growth and staffing. These seem to be indirectly linked to one other. By large, hospitals are constrained. The results of this study were able to shed some light of the current situation of government hospitals. It was found that one of the previous challenges, such as having CEOs who do not have a health background, has been eliminated. Proper planning, good ongoing management training and support from government, could help to improve the current challenges experienced in public hospitals in KwaZulu-Natal.MM202

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