INTEGRATING CONSTRUCTS OF THE TECHNOLOGY ACCEPTANCE MODEL AND TOTAL QUALITY MANAGEMENT TO IMPROVE DOCUMENT MANAGEMENT PERFORMANCE

Document management processes represent a key consideration in business success and quality management. There is ongoing pressure for the public sector to embrace these tools to increase efficiencies, reduce cost, waste and more significantly upholding their mandate of improved services to its citizenry. An exploratory sequential mixed method comparative case study design described the study’s methodology. The study relied on the combination of a desktop review; semi- structured exploratory individual interviews (n=45) with municipality executive and strategic managers; focus group discussions (n=2) comprising 5 and 7 participants each and a quantitative online survey (n=186), in which executive/strategic municipal employee participants provided experiential insights into the range of factors that influenced technology acceptance of differing document management systems, whilst simultaneously offering their insights on the range of impacts on “total quality” that they experienced and observed.This study reports on the quantitative part of the study.The South African context creates a unique dynamic and, for that reason, traditional models related to technology acceptance were found inadequate.The recommendations borne out of the findings can contribute substantially towards a more in depth and incremental understanding towards the successful, implementation and adoption of a customised, purpose-built document management system for the public sectors.