Factors that affect digital transformation in the telecommunication industry

Abstract

The internet, mobile communication, social media, and other digital services have integrated so much into our daily lives and businesses alike. Companies facing digital transformation experience this as exceptionally challenging. While there are several studies that state the importance of digital transformation and how it influences current and future businesses, there is little academic literature available on factors that affect the success or failure of digital transformation in companies. It is unclear what factors affect digital transformation in an established telecommunications company. The aim of this study was therefore to explore the factors that affect digital transformation in a telecommunications company in South Africa, and to what extent. One primary research question was posed, namely: “What factors affect digital transformation in a telecommunications company in South Africa?” To answer the question, a study was conducted at a telecommunications company in South Africa. The researcher adopted a subjective ontological and interpretivist epistemological stance, as the data collected from the participants’ perspective were interpreted to make claims about the truth, and because there are many ways of looking at the phenomena. An inductive approach was selected to enable the researcher to gain in-depth insight into the views and perspective of factors that influence digital transformation in the specific company. The explorative research strategy was used to gain an understanding of the underlying views, reasons, opinions, and thoughts of the 15 participants by means of semi-structured interviews. The participants were made aware that they do not have to answer any question if they are uncomfortable, and they could withdraw their answers at any time. The data collected were transcribed, summarised, and categorised to provide a clear understanding of the data. For this study, 36 findings were identified. From this research, it was inter alia concluded that successful digital transformation of companies depends on how Management drives digital transformation, and the benefits of new digital technologies should be carefully considered when planning to implement digital transformation.