Adoption of new technologies in a highly uncertain environment: the case of knowledge discovery in databases for customer relationship management in Egyptian public banks

Abstract

"How can we better understand the process of adopting a new technology and its impact on business value in situations of high uncertainty?" In short, this is the central research question addressed in this thesis. The dissertation explores how uncertainty factors affect the adoption process of a new technology. It also explores the relationship between the introduction of a new technology and the business value impact. Uncertainty factors surrounding the adoption process in a highly uncertain environment include external factors (customer satisfaction, governmental policies, competition, and cultural and educational environments), internal factors (organizational factors, and personal attitudes or organizations employees' attitudes), and technological factors (innovation and innovative technology, characteristics of the adopted technology, ease of use and acceptance, resistance to change, and expected benefits). A case study approach has been chosen to investigate the influence of these uncertainty factors on the adoption process of a new technology.