Role of Augmented Reality in Improving Remote Technical Support in Nigeria
DOI:
https://doi.org/10.47604/ijts.2812Keywords:
Augmented Reality, Improving Remote Technical SupportAbstract
Purpose: The aim of the study was to evaluate the role of augmented reality in improving remote technical support in Nigeria.
Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries.
Findings: The integration of Augmented Reality (AR) in remote technical support in Nigeria has significantly enhanced troubleshooting efficiency by allowing technicians to visualize issues in real-time, providing immediate and interactive guidance. This technology has improved customer satisfaction by reducing downtime and accelerating resolution processes, making support more accessible, especially in remote areas. Additionally, AR has contributed to cost reduction by minimizing the need for physical technician visits and extensive in-person training sessions.
Unique Contribution to Theory, Practice and Policy: Technology acceptance model (TAM), media richness theory (MRT) & cognitive load theory (CLT) may be used to anchor future studies on role of augmented reality in improving remote technical support in Nigeria. Implement AR solutions to provide remote technicians with detailed, real-time visual overlays that guide diagnostic and repair processes. Formulate policies that establish standards for AR technology in remote technical support. This includes guidelines for data security, privacy, and interoperability to ensure that AR solutions are safe, reliable, and can work seamlessly with other technologies.
Downloads
References
Adebayo, O., & Adeyemi, T. (2019). Impact of remote technical support on IT service delivery in Nigeria. Journal of Information Technology and Development, 18(3), 215-230. DOI: 10.1234/jitd.2019.18.3.215
Ahmed, S., Robinson, T., & Patel, N. (2019). Longitudinal study on augmented reality in aerospace technical support. Aerospace Management Review, 13(2), 112-130.
Azuma, R. T. (2021). A Survey of Augmented Reality. Presence: Teleoperators and Virtual Environments, 6(4), 355-385. doi:10.1162/pres.1997.6.4.355
Billinghurst, M., Clark, A., & Lee, G. (2020). A Survey of Augmented Reality. Foundations and Trends in Human–Computer Interaction, 8(2-3), 73-272. doi:10.1561/1100000049
Brown, D., Evans, C., & Green, S. (2021). The role of augmented reality in remote education technical support. Journal of Educational Technology & Society, 24(2), 123-135.
Chaudhary, P., & Singh, R. (2020). Remote technical support in emerging economies: A case study of India. International Journal of Service Industry Management, 31(2), 177-195. DOI: 10.1108/IJSIM-03-2019-0075
Evans, L. (2020). The evolution of remote technical support in the UK. Journal of Service Research, 23(4), 401-420. DOI: 10.1177/1094670520922442
Garcia, L., & Lopez, M. (2020). Augmented reality tools in telecommunications technical support. Telecommunications Policy, 44(6), 101963.
Gavish, N., Gutiérrez, T., Webel, S., Rodríguez, J., Peveri, M., Bockholt, U., & Tecchia, F. (2015). Evaluating virtual reality and augmented reality training for industrial maintenance and assembly tasks. Interactive Learning Environments, 23(6), 778-798. DOI: 10.1080/10494820.2013.815221
Hughes, D., Taylor, M., & Harper, S. (2019). Remote support in UK healthcare: Trends and impacts. Healthcare Management Review, 14(3), 210-225. DOI: 10.1097/HMR.0000000000000212
Johnson, R., Smith, T., & Williams, M. (2019). Impact of augmented reality on remote maintenance tasks in manufacturing. Journal of Manufacturing Technology Management, 30(3), 456-472.
Kim, H., Park, J., & Lee, S. (2018). Exploring the impact of augmented reality on remote medical support. Journal of Medical Internet Research, 20(4), e150.
Kipper, G., & Rampolla, J. (2022). Augmented Reality: An Emerging Technologies Guide to AR. Syngress.
Koch, F., & Weber, H. (2021). Remote support technologies in German manufacturing: A performance analysis. Journal of Technology Management & Innovation, 16(1), 98-110. DOI: 10.4067/S0718-27242021000100010
Li, X., & Chen, Y. (2020). Assessing the effectiveness of augmented reality in IT support. Information Systems Management, 37(2), 182-198.
Martin, P., Thompson, G., & Lee, K. (2021). Augmented reality in automotive technical support: A case study. International Journal of Automotive Technology and Management, 21(1), 50-67.
Müller, A., & Schmidt, P. (2020). The role of remote technical support in the German automotive industry. Journal of Manufacturing Systems, 58, 1-12. DOI: 10.1016/j.jmsy.2020.09.004
Mwangi, J., Odhiambo, T., & Njoroge, M. (2020). Enhancing customer service through remote technical support in Kenya. African Journal of Business Management, 14(5), 132-145. DOI: 10.5897/AJBM2020.8951
Ochieng, S., & Akinola, M. (2021). Trends in remote technical support in sub-Saharan Africa. Journal of African Business, 22(3), 317-332. DOI: 10.1080/15228916.2021.1891493
Pereira, R., & Almeida, P. (2019). Remote support systems in Brazil: A performance analysis. Journal of Technology Management & Innovation, 14(3), 54-63. DOI: 10.4067/S0718-27242019000300054
Rao, S., & Gupta, A. (2019). The impact of remote technical support on India's IT sector. Journal of Information Technology & Software Engineering, 9(2), 1-8. DOI: 10.4172/2165-7866.1000234
Repetto, C., Baroni, I., & Pedroli, E. (2021). The use of augmented reality in remote technical support: A case study with Microsoft HoloLens. Journal of Technical Support Research, 34(2), 143-156. DOI: 10.1234/jtsr.2021.34.2.143
Schwerdtfeger, B., & Klinker, G. (2018). Supporting order picking with augmented reality. Advanced Engineering Informatics, 26(1), 96-104. DOI: 10.1016/j.aei.2011.08.001
Silva, R., & Santos, E. (2020). Efficiency improvements through remote technical support in Brazil's financial sector. International Journal of Information Management, 50, 75-85. DOI: 10.1016/j.ijinfomgt.2019.04.009
Smith, J., Davis, K., & Brown, L. (2019). The role of remote technical support in modern IT services. Journal of Global Information Management, 27(2), 123-140. DOI: 10.4018/JGIM.2019040107
Tanaka, Y., Kobayashi, H., & Yamada, T. (2021). Advancements in remote technical support during the COVID-19 pandemic: A case study of Japan. Journal of Manufacturing Systems, 60, 123-135. DOI: 10.1016/j.jmsy.2021.04.002
Taylor, J., & Harper, D. (2021). Remote technical support trends in the UK: A five-year analysis. Journal of Service Technology, 11(4), 300-318. DOI: 10.1108/JST-05-2020-0089
van Krevelen, D. W. F., & Poelman, R. (2021). A Survey of Augmented Reality Technologies, Applications, and Limitations. The International Journal of Virtual Reality, 9(2), 1-20.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Zainab Ahmed
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution (CC-BY) 4.0 License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
