{"id":{"repo_id":"cape-town","oai_identifier":"oai:open.uct.ac.za:11427/10722"},"canonical_url":"https://search.dev.ndltd.org/etd/cape-town/oai:open.uct.ac.za:11427/10722","repository":{"repo_id":"cape-town","name":"University of Cape Town","base_url":"https://open.uct.ac.za/oai/request"},"display":{"title":"The impact of system features on call centre agents' job performance and on their service delivery","abstract":"The study was conducted with the agents in a contact centre environment in one of the leading insurance organisations in South Africa. The framework adopted was Theoretical Framework of User Satisfaction with a Web Interface which is adapted from Herzberg's Motivation-Hygiene theory.It was found that there are several factors impacting agents' job performance and customer service, including systems performance, page loading capacity, complexity and speed of information seeking tasks, system-telephonic integration, system-emails integration, system-system integration, frequent changes of service delivery processes, and difficulties of combining products with systems training. It was found that the greatest impact of these factors was on average handling time (AHT) and 'not ready' time.","abstract_html":"The study was conducted with the agents in a contact centre environment in one of the leading insurance organisations in South Africa. The framework adopted was Theoretical Framework of User Satisfaction with a Web Interface which is adapted from Herzberg's Motivation-Hygiene theory.It was found that there are several factors impacting agents' job performance and customer service, including systems performance, page loading capacity, complexity and speed of information seeking tasks, system-telephonic integration, system-emails integration, system-system integration, frequent changes of service delivery processes, and difficulties of combining products with systems training. It was found that the greatest impact of these factors was on average handling time (AHT) and 'not ready' time.","abstract_has_math":false,"creators":["Maseko, Sibusiso"],"institution":"Department of Information Systems","degree_name":null,"degree_level":null,"degree_discipline":null,"degree_department":null,"school":null,"contributors":[],"advisors":["Hart, Mike"],"committee_chairs":[],"committee_members":[],"year":2010,"date_issued":"2010","date_published":"2010","updated_at":"2026-07-22T22:23:07Z","subjects":[],"languages":["eng"],"rights":[],"rights_urls":[],"identifier_entries":[]},"links":{"outbound_url":"http://hdl.handle.net/11427/10722","outbound_label":"Handle","outbound_source":"dc:identifier.uri"},"metadata_groups":[{"id":"people","label":"People","entries":[{"key":"dc:contributor.advisor","label":"Advisor","values":["Hart, Mike"]},{"key":"dc:creator","label":"Author","values":["Maseko, Sibusiso"]}]},{"id":"academic_context","label":"Academic Context","entries":[{"key":"dc:date.accessioned","label":"Dc Date Accessioned","values":["2014-12-31T19:47:07Z"]},{"key":"dc:date.available","label":"Dc Date Available","values":["2014-12-31T19:47:07Z"]},{"key":"dc:date.issued","label":"Date","values":["2010"]},{"key":"dc:publisher.department","label":"Dc Publisher Department","values":["Department of Information Systems"]},{"key":"dc:publisher.institution","label":"Dc Publisher Institution","values":["University of Cape Town"]},{"key":"dc:type","label":"Dc Type","values":["Master Thesis"]},{"key":"dc:type.qualificationlevel","label":"Dc Type Qualificationlevel","values":["Masters"]},{"key":"dc:type.qualificationname","label":"Dc Type Qualificationname","values":["MCom"]}]},{"id":"language_rights","label":"Language and Rights","entries":[{"key":"dc:language.iso","label":"Language (ISO)","values":["eng"]}]},{"id":"identifiers","label":"Identifiers","entries":[{"key":"dc:identifier.uri","label":"Identifier URI","values":["http://hdl.handle.net/11427/10722"]}]},{"id":"additional","label":"Additional Metadata","entries":[{"key":"dc:description","label":"Description","values":["Includes bibliographical references (leaves 73-79)."]},{"key":"dc:description.abstract","label":"Abstract","values":["The study was conducted with the agents in a contact centre environment in one of the leading insurance organisations in South Africa. The framework adopted was Theoretical Framework of User Satisfaction with a Web Interface which is adapted from Herzberg's Motivation-Hygiene theory.It was found that there are several factors impacting agents' job performance and customer service, including systems performance, page loading capacity, complexity and speed of information seeking tasks, system-telephonic integration, system-emails integration, system-system integration, frequent changes of service delivery processes, and difficulties of combining products with systems training. It was found that the greatest impact of these factors was on average handling time (AHT) and 'not ready' time."]},{"key":"dc:title","label":"Title","values":["The impact of system features on call centre agents' job performance and on their service delivery"]}]}],"canonical_facts":{"dc:contributor.advisor":["Hart, Mike"],"dc:creator":["Maseko, Sibusiso"],"dc:date.accessioned":["2014-12-31T19:47:07Z"],"dc:date.available":["2014-12-31T19:47:07Z"],"dc:date.issued":["2010"],"dc:description":["Includes bibliographical references (leaves 73-79)."],"dc:description.abstract":["The study was conducted with the agents in a contact centre environment in one of the leading insurance organisations in South Africa. The framework adopted was Theoretical Framework of User Satisfaction with a Web Interface which is adapted from Herzberg's Motivation-Hygiene theory.It was found that there are several factors impacting agents' job performance and customer service, including systems performance, page loading capacity, complexity and speed of information seeking tasks, system-telephonic integration, system-emails integration, system-system integration, frequent changes of service delivery processes, and difficulties of combining products with systems training. It was found that the greatest impact of these factors was on average handling time (AHT) and 'not ready' time."],"dc:identifier.uri":["http://hdl.handle.net/11427/10722"],"dc:language.iso":["eng"],"dc:publisher.department":["Department of Information Systems"],"dc:publisher.institution":["University of Cape Town"],"dc:title":["The impact of system features on call centre agents' job performance and on their service delivery"],"dc:type":["Master Thesis"],"dc:type.qualificationlevel":["Masters"],"dc:type.qualificationname":["MCom"]},"updated_at":"2026-07-22T22:23:07Z"}