Pillay, Devika.Simamane, Xolani Protus.2025-04-142025-04-1420252025https://hdl.handle.net/10413/23652Masters Degree. University of KwaZulu-Natal, Durban.Motor vehicle licence renewal has been a practice that is performed by motor vehicle owners for many years. It is a compulsory process whereby all automobile owners must register their automobile with an appropriate government agency to be able to drive on the public roads. This process entails the automobile owner paying a set amount determined by the capacity of the engine, the type, and the use of vehicle. This license must be renewed annually. This service is owned and managed by the Department of Transport who expanded accessibility to the service by appointing the South African Post Office (SA Post Office) and local municipalities as licensing agents. Considering the number of vehicles that must be renewed annually, this poses challenges due to the overcrowding experienced within the physical spaces of the licensing authorities. Non-receipt of renewal notifications and time spent waiting in queues impacts customer satisfaction with regards to in- person licence renewal system. With the introduction of an online motor vehicle license renewal system in 2022, the licensing authorities were still experiencing longer queues which resulted in overcrowding at the physical outlets. There is a disconnect between the marketing communications promoting the existence of online motor vehicle licence renewals and customer awareness for the online license-service adoption. The limited internet coverage in rural areas to support the access of e- services, impacts service accessibility. Also, the digital divide attributed to lack of basic digital literacy, insufficient information communication technology (ICT) skills and devices especially in communities from remote areas, which further hindered the access to e- services (Aruleba and Jere, 2022). The unavailability of onsite and offsite portals which would potentially serve as customer alternatives, to access the service, especially in remote areas, would contribute to the online service adoption process. This study aimed at reviewing the customer satisfaction level with regards to the in-person license renewal system in KwaZulu -Natal. The study further explored customer awareness and customer readiness for the adoption of an online licence renewal system, where the service is accessed through the internet. This study used a quantitative research technique and utilised the SA Post Office as a location of choice for a case study. The case study approach was used to scrutinise relationships among variables as per the stated research questions. The study population consisted of 5 000 motor vehicle owners that renewed their motor licence at various Post Office branches in KwaZulu-Natal. The study employed a stratified probability sampling method due to the study’s quantitative nature. Six post offices in various locations in KwaZulu- Natal were selected as research sites. A disproportionate stratified sampling method was used to show the representativeness of each region. The sample size as per the sampling table (Sekaran, 2000) was 357 for a population of 5 000. The actual study respondents were 282. The study results showed that participants were generally satisfied with the in-person licence renewal system. The study results further revealed that participants were inclined towards the adoption of an online motor vehicle licence renewal system. This was affirmed by the confirmation to have access to the facilities and the relevant equipment to perform online licence renewal. Additionally, members of their social circles were already renewing their motor vehicle licenses online. This study recommended continuous improvements in the operations process, and for increased attention to customer satisfaction and communication with regards to the motor vehicle licence renewal system. Moreover, it was recommended that the Department of Transport and its agents conduct aggressive marketing campaigns to bring awareness of the existence of the online licencing system, to ease congestion in physical outlets and increase motor vehicle licence renewal alternatives for customers.enCustomer satisfaction.Online licence renewals--Technology adoption.Physical motor licence renewals.ICT skills and devices.Thesis