User requirements framework for mobile government in the Western Cape
- Authors: Wilson, Fiona Michelle
- Date: 2013
- Subjects: Government communication systems , Internet in public administration , Electronic government information , Mobile communication systems , Information technology
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9751 , http://hdl.handle.net/10948/d1008076 , Government communication systems , Internet in public administration , Electronic government information , Mobile communication systems , Information technology
- Description: Globally, mobile technology use, particularly the use of mobile phones, is becoming increasingly widespread. One consequence of this growth is mounting interest in using mobile technologies in the public sector, particularly in developing countries, because it is seen as enabling better access to information and services for citizens. Mobile government (m-government), defined as the use of mobile technologies and applications for public sector services, promises to extend access to public services to marginalised sectors of the population and is emerging as a new focus in the ongoing challenge to provide efficient, effective and accessible public services. Though interest in m-government is emerging in the provincial Western Cape Government (WCG) of South Africa, few guidelines exist in the WCG to inform the development of public sector mobile services. This absence impacts on service delivery and the primary objective of this study was to propose a set of guidelines that could guide the prioritisation of citizen facing public sector services for mobile implementation in the Western Cape. The study considered two areas namely, government and user needs. The primary research question was to determine what public sector services citizens need and how these services should be prioritised for mobile delivery in the Western Cape. To address this, three research sub-questions were formulated. The first question aimed to examine conceptions of mobile government. To achieve this a literature study and documentation review was conducted, from which factors influencing service prioritisation emerged. The second research question aimed to identify citizen needs that could inform mobile public sector services in the Western Cape. Thus a survey and interviews were conducted with citizens using the WCG community ICT centres (e-Centres). The third research question aimed to identify factors that impact on the prioritisation of citizen facing public sectors for mobile delivery in the Western Cape. The findings from the literature study, survey and interviews conducted were used to address this research question. The results from the three research sub-questions were triangulated to address the main objective of the study and from this a set of guidelines for prioritising mobile public sector services in the Western Cape was proposed.
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- Date Issued: 2013
The mediating role of mobile technology in the linkage between customer satisfaction and customer loyalty
- Authors: Chihombori, Rumbidzai Anna
- Date: 2012
- Subjects: Mobile commerce , Mobile communication systems , Customer services -- Management , Customer relations , Customer loyalty , Customer services -- Evaluation
- Language: English
- Type: Thesis , Masters , M Com (Business Management)
- Identifier: vital:11324 , http://hdl.handle.net/10353/d1013388 , Mobile commerce , Mobile communication systems , Customer services -- Management , Customer relations , Customer loyalty , Customer services -- Evaluation
- Description: The main objective of this study was to critically investigate the mediating role that the use of mobile technology plays in the linkage between customer satisfaction and customer loyalty in a semi-urban environment. The research problem focused on the application of mobile technology in the linkage between customer satisfaction and customer loyalty in the clothing industry in King Williams Town. In accomplishing this objective, this research study hypothesised that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty of customers of clothing retailers in South Africa. Multiple regression was conducted to test for the first hypothesis. The first secondary objective aimed at establishing if there is disconfirmation between customer expectations and the performance of clothing retail outlets in King Williams Town. In exploring this objective, it was hypothesised that there is negative disconfirmation between customer expectations and performance. A paired sample test was conducted to test for this hypothesis. In addition, the influence of service quality and customer satisfaction on customer loyalty was explored. To accomplish these, it was hypothesised that both service quality and customer satisfaction have an influence on customer loyalty. Pearson’s Correlation and the Chi-Square Test were applied to test the influence of service quality and Customer satisfaction on Customer loyalty. Data was analysed using the Statistical Package for Social Sciences (SPSS) statistical software. Regression analysis, chi-square tests, Paired sample tests and correlation reports were used to analyse data inferentially. Reliability and validity of the research was also tested using Cronchbach’s alpha test. The results show that mobile phones have become a basic necessity for customers and that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty; however, the mediation is partial. The results also show that there is positive disconfirmation between customer expectations and retailer performance; that both service quality and customer satisfaction have a positive correlation with customer loyalty and that mobile technology enhances customer loyalty. Finally, the results show that the total service experience of customers is favourable vii because the five components of service quality were rendered at a high level of service quality. The study offers several managerial recommendations. Firstly, retail managers should make strategic investments in mobile technology and use this technology to the full to reap the benefits of technologically advanced mobile communication. Secondly, managers should be creative in their use of this mobile technology to enhance customer satisfaction and, hence, customer loyalty. Thirdly, managers should prioritise the improvement of all five components of service quality in order to enhance customer loyalty. Finally, managers should provide a customer-centred service experience that exceeds customer expectations for service quality and mobile communication, one that maximises customer satisfaction and loyalty. The implementation of these recommendations could result in clothing retailers providing a customer-focused service experience in all five aspects of service quality. To successfully implement these recommendations, clothing retailers should: ensure that expectations created, could be accomplished or exceeded to build and enhance customer satisfaction; create expectations that are realistic to avoid negative disconfirmation and hence customer dissatisfaction; implement innovative and creative mobile communication strategies to build and enhance customer loyalty; and finally, improve loyalty programmes to enlarge the customer base.
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- Date Issued: 2012
Bluetooth audio and video streaming on the J2ME platform
- Authors: Sahd, Curtis Lee
- Date: 2011 , 2010-09-09
- Subjects: Bluetooth technology , Mobile communication systems , Communication -- Technological innovations , Communication -- Network analysis , Wireless communication systems , L2TP (Computer network protocol) , Computer network protocols , Streaming audio , Streaming video
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:4633 , http://hdl.handle.net/10962/d1006521 , Bluetooth technology , Mobile communication systems , Communication -- Technological innovations , Communication -- Network analysis , Wireless communication systems , L2TP (Computer network protocol) , Computer network protocols , Streaming audio , Streaming video
- Description: With the increase in bandwidth, more widespread distribution of media, and increased capability of mobile devices, multimedia streaming has not only become feasible, but more economical in terms of space occupied by the media file and the costs involved in attaining it. Although much attention has been paid to peer to peer media streaming over the Internet using HTTP and RTSP, little research has focussed on the use of the Bluetooth protocol for streaming audio and video between mobile devices. This project investigates the feasibility of Bluetooth as a protocol for audio and video streaming between mobile phones using the J2ME platform, through the analysis of Bluetooth protocols, media formats, optimum packet sizes, and the effects of distance on transfer speed. A comparison was made between RFCOMM and L2CAP to determine which protocol could support the fastest transfer speed between two mobile devices. The L2CAP protocol proved to be the most suitable, providing average transfer rates of 136.17 KBps. Using this protocol a second experiment was undertaken to determine the most suitable media format for streaming in terms of: file size, bandwidth usage, quality, and ease of implementation. Out of the eight media formats investigated, the MP3 format provided the smallest file size, smallest bandwidth usage, best quality and highest ease of implementation. Another experiment was conducted to determine the optimum packet size for transfer between devices. A tradeoff was found between packet size and the quality of the sound file, with highest transfer rates being recorded with the MTU size of 668 bytes (136.58 KBps). The class of Bluetooth transmitter typically used in mobile devices (class 2) is considered a weak signal and is adversely affected by distance. As such, the final investigation that was undertaken was aimed at determining the effects of distance on audio streaming and playback. As can be expected, when devices were situated close to each other, the transfer speeds obtained were higher than when devices were far apart. Readings were taken at varying distances (1-15 metres), with erratic transfer speeds observed from 7 metres onwards. This research showed that audio streaming on the J2ME platform is feasible, however using the currently available class of Bluetooth transmitter, video streaming is not feasible. Video files were only playable once the entire media file had been transferred.
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- Date Issued: 2011
User-interface evaluation metrics for a typical M-Learning application
- Authors: Kantore, Adelin
- Date: 2011
- Subjects: User interfaces (Computer systems) , Mobile communication systems
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9749 , http://hdl.handle.net/10948/1452 , User interfaces (Computer systems) , Mobile communication systems
- Description: Usability is seen as an important aspect for the quality of an M-learning application. Yet very little research has been conducted in this area – particularly in South Africa. Even though the trials of M-learning projects have been witnessed in the country during the last five years, very little is known about the systems that were implemented as regards their usability. Additionally, metrics and measures used in evaluating usability have not been reported. A need exists for relevant metrics to M-learning usability. The primary objective of this work was to propose metrics and measures – for the purpose of evaluating the User-Interfacedesign usability of M-learning application. The research included a literature review of M-learning, as well as the development of metrics and measures based on the Goal Question Metric (GQM) Model. This model has helped provide a reference model and measurements for evaluating the User-InterfaceUsability. A case study was used as a research strategy. An application called Kontax was selected for evaluation by users and expert reviewers. Data-collection methods consisted of User Testing and Heuristics evaluations. Data-gathering instruments included the use of surveys and user- satisfaction questionnaires based on the proposed metrics, task scenarios and expert-reviewed questionnaires based on the proposed metrics; all these instruments were developed. It was found that, although the users thought the system was very interesting, and they wished to hear more about it in the future, the system nevertheless had usability flaws which made it difficult to use. All the users failed to register so that they could use the system; additionally, the system-error messages did not help the users recognize, and recover from an error – leaving the user to simply log out. Help was not adequate, thus making it difficult for first-time users to know what to do when they needed support. The system was also said to have a lot of information presented on its home page, which caused the user to be disoriented. The Kontax application has usability flaws which should be III attended to, in order to improve its usability. The proposed metrics proved to be very useful in evaluating the usability of the tool.
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- Date Issued: 2011
A model for enhancing presence handling in instant messaging
- Authors: Victor, Rudi
- Date: 2009
- Subjects: Instant messaging , Mobile communication systems , Data transmission systems
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9774 , http://hdl.handle.net/10948/877 , Instant messaging , Mobile communication systems , Data transmission systems
- Description: Instant Messaging (IM) is becoming increasingly popular in social as well as workplace environments. In fact, many employees use the same IM client to communicate with both colleagues and social contacts. Thus, there are valid concerns about the impact of IM on employee productivity. One of the major advantages of IM over other workplace communication tools such as e-mail and the telephone is the implementation of presence information. In particular, presence awareness is used to determine the avail- ability and willingness of a contact to engage in communication. A current problem with IM is the one-for-all approach to presence: all contacts receive the same set of presence information. However, presence is rooted in social psychology where it is known that the awareness of another person changes the behavior of oneself. Therefore the identity of a contact affects the availability and willingness directed towards that contact. In order for presence information to be provided to contacts, it must be represented in some type of data format. The Internet Engineering Task Force (IETF) has done much work in standardizing IM and presence systems. In particular their data format for presence describes a rich set of presence information including, but not limited to, location, activity, awareness, and mood information. Such information may be sensitive and access to it needs to be controlled to ensure privacy. As with access control policies, managing the information as the number of contacts increases becomes cumbersome and complex. This dissertation draws on the theoretical foundations of presence, current standards in the domain of IM, and lessons from access control to present an enhanced presence handling model for IM. The model is developed in stages, with each stage providing a specific improvement. The first stage of the model is grounded on the current work of the IETF. As such it distributes presence on a per-watcher basis. In the second stage of the model watchers fulfill a specific role and based on this role they receive only the entrusted presence information. In practice, it implies that a "friend" may get more (or less) information than a "colleague". The third stage of the model introduces the concept of availability profiles by drawing on social awareness principles. Availability profiles add the ability to transform presence and change the presentity's behavior to incoming messages according to the provided presence information. Finally the dissertation reports on the development of the RoBIM (Role- Based Instant Messenger) prototype. RoBIM is a standards-based IM system that conforms to the IETF SIMPLE protocol and provides various standard IM features. Here, RoBIM serves as a proof-of-concept for the proposed model. This study contributed to the domain of IM and presence by addressing some of the current presence handling issues. Most importantly, the proposed model takes into account the interpersonal effects of individualizing presence information for different contacts. Thus, the model challenges conventional thought and implementation of presence in IM.
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- Date Issued: 2009
A model to measure the maturuty of smartphone security at software consultancies
- Authors: Allam, Sean
- Date: 2009
- Subjects: Computer networks -- Security measures , Capability maturity model (Computer software) , Smartphones , Wireless Internet , Mobile communication systems , Mobile computing
- Language: English
- Type: Thesis , Masters , MCom (Information Systems)
- Identifier: vital:11135 , http://hdl.handle.net/10353/281 , Computer networks -- Security measures , Capability maturity model (Computer software) , Smartphones , Wireless Internet , Mobile communication systems , Mobile computing
- Description: Smartphones are proliferating into the workplace at an ever-increasing rate, similarly the threats that they pose is increasing. In an era of constant connectivity and availability, information is freed up of constraints of time and place. This research project delves into the risks introduced by smartphones, and through multiple cases studies, a maturity measurement model is formulated. The model is based on recommendations from two leading information security frameworks, the COBIT 4.1 framework and ISO27002 code of practice. Ultimately, a combination of smartphone specific risks are integrated with key control recommendations, in providing a set of key measurable security maturity components. The subjective opinions of case study respondents are considered a key component in achieving a solution. The solution addresses the concerns of not only policy makers, but also the employees subjected to the security policies. Nurturing security awareness into organisational culture through reinforcement and employee acceptance is highlighted in this research project. Software consultancies can use this model to mitigate risks, while harnessing the potential strategic advantages of mobile computing through smartphone devices. In addition, this research project identifies the critical components of a smartphone security solution. As a result, a model is provided for software consultancies due to the intense reliance on information within these types of organisations. The model can be effectively applied to any information intensive organisation.
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- Date Issued: 2009
A framework for responsive content adaptation in electronic display networks
- Authors: West, Philip
- Date: 2006
- Subjects: Computer networks , Cell phone systems , Wireless communication systems , Mobile communication systems , HTML (Document markup language) , XML (Document markup language)
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:4589 , http://hdl.handle.net/10962/d1004824 , Computer networks , Cell phone systems , Wireless communication systems , Mobile communication systems , HTML (Document markup language) , XML (Document markup language)
- Description: Recent trends show an increase in the availability and functionality of handheld devices, wireless network technology, and electronic display networks. We propose the novel integration of these technologies to provide wireless access to content delivered to large-screen display systems. Content adaptation is used as a method of reformatting web pages to display more appropriately on handheld devices, and to remove unwanted content. A framework is presented that facilitates content adaptation, implemented as an adaptation layer, which is extended to provide personalization of adaptation settings and response to network conditions. The framework is implemented as a proxy server for a wireless network, and handles HTML and XML documents. Once a document has been requested by a user, the HTML/XML is retrieved and parsed, creating a Document Object Model tree representation. It is then altered according to the user’s personal settings or predefined settings, based on current network usage and the network resources available. Three adaptation techniques were implemented; spatial representation, which generates an image map of the document, text summarization, which creates a tree view representation of a document, and tag extraction, which replaces specific tags with links. Three proof-of-concept systems were developed in order to test the robustness of the framework. A system for use with digital slide shows, a digital signage system, and a generalized system for use with the internet were implemented. Testing was performed by accessing sample web pages through the content adaptation proxy server. Tag extraction works correctly for all HTML and XML document structures, whereas spatial representation and text summarization are limited to a controlled subset. Results indicate that the adaptive system has the ability to reduce average bandwidth usage, by decreasing the amount of data on the network, thereby allowing a greater number of users access to content. This suggests that responsive content adaptation has a positive influence on network performance metrics.
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- Date Issued: 2006