The impact of the implementation of E-HRM on the human resource management function
- Authors: Van Heerden, Jeanne-Marie
- Date: 2011
- Subjects: Personnel management -- Technological innovations , Personnel management -- Data processing
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8938 , http://hdl.handle.net/10948/d1021239
- Description: The purpose of the research was to improve the use of electronic human resource management in South African businesses by investigating that there is a positive impact when implementing e-HRM on the human resource management function. The research was carried out within a South African business, whose parent business concern is based overseas and has branches operating within South Africa The research was significant as it shaped the researcher’s concern as to whether electronic human resource would be beneficial to a South African business if the business superiors decide to implement e-HRM within their business opinion and what impact it would have. The methodological components that guided the research were a structured questionnaire that was distributed by using a combination of convenience, snowball, and judgemental sampling techniques. Certain aspects highlighted in the literature review were used as the framework for the development of a questionnaire to assess how people perceive the implementation of e-HR on their working environment and if e-HR has helped the business run more efficiently and effectively. Six hypotheses were tested and all were accepted. The potential for generalisations of the findings are that given the potential that e-HRM has for the transformation of human resource, it is reasonable to expect that the sizeable changes required, both in organisation and mindset, are likely to provoke resistance from various end users. What was learned was that HR is often hindered by a multitude of manual, paper based processes and transactions, such as tax, payroll and benefits information, that are costly, prone to errors and time-consuming to manage. This makes it difficult for HR organisations to focus on higher value business in initiatives that may help to drive the profitability and efficiency of the organisations. The implication of the findings about the impact of the implementation of e-HR on the Human Resource Management function was that firms need to figure out how to make technology feasible and industrious, as managers and Human Resource professionals are responsible for redefining how work at their firms or business flow as they need to keep ahead of the information curve and therefore learn how to influence information for business results to be more efficient and effective. The theoretical and practical implications of the findings are discussed and recommendations based on these findings are provided.
- Full Text:
- Date Issued: 2011
- Authors: Van Heerden, Jeanne-Marie
- Date: 2011
- Subjects: Personnel management -- Technological innovations , Personnel management -- Data processing
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8938 , http://hdl.handle.net/10948/d1021239
- Description: The purpose of the research was to improve the use of electronic human resource management in South African businesses by investigating that there is a positive impact when implementing e-HRM on the human resource management function. The research was carried out within a South African business, whose parent business concern is based overseas and has branches operating within South Africa The research was significant as it shaped the researcher’s concern as to whether electronic human resource would be beneficial to a South African business if the business superiors decide to implement e-HRM within their business opinion and what impact it would have. The methodological components that guided the research were a structured questionnaire that was distributed by using a combination of convenience, snowball, and judgemental sampling techniques. Certain aspects highlighted in the literature review were used as the framework for the development of a questionnaire to assess how people perceive the implementation of e-HR on their working environment and if e-HR has helped the business run more efficiently and effectively. Six hypotheses were tested and all were accepted. The potential for generalisations of the findings are that given the potential that e-HRM has for the transformation of human resource, it is reasonable to expect that the sizeable changes required, both in organisation and mindset, are likely to provoke resistance from various end users. What was learned was that HR is often hindered by a multitude of manual, paper based processes and transactions, such as tax, payroll and benefits information, that are costly, prone to errors and time-consuming to manage. This makes it difficult for HR organisations to focus on higher value business in initiatives that may help to drive the profitability and efficiency of the organisations. The implication of the findings about the impact of the implementation of e-HR on the Human Resource Management function was that firms need to figure out how to make technology feasible and industrious, as managers and Human Resource professionals are responsible for redefining how work at their firms or business flow as they need to keep ahead of the information curve and therefore learn how to influence information for business results to be more efficient and effective. The theoretical and practical implications of the findings are discussed and recommendations based on these findings are provided.
- Full Text:
- Date Issued: 2011
An empirical study of client satisfaction with service recovery within a South African banking institution
- Authors: Davies, Gareth M
- Date: 2004
- Subjects: First National Bank of Southern Africa Banks and banking -- South Africa Bank management -- South Africa Financial services industry -- South Africa Banks and banking -- Customer services -- South Africa Banks and banking -- Customer services -- Effect of marketing on
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:725 , http://hdl.handle.net/10962/d1003845
- Description: In many industries, service is the critical determinant of success or failure. Service failure is almost inevitable, and this has the potential for the organisation to lose its customer. However, if implemented successfully, Service Recovery can rectify the breakdown in service, and turn angry, frustrated customers into loyal ones. Service Recovery is vital for profitability, especially for companies operating in the services market, like First National Bank (FNB). Unfortunately, few service firms know how satisfied customers are with their Service Recovery efforts, and FNB is no exception. This study attempted to rectify the situation, to ensure that the bank does not fail its customers a second time. The major focus of the study is to assess client satisfaction with Service Recovery (SR) from FNB. By using the RECOVSAT instrument (developed by Boshoff in 1999), the study aims to establish how effective FNB was in terms of the six dimensions of SR, namely communication, empowerment, feedback, atonement, explanation, and tangibles. The relationship between each of the dimensions and customer satisfaction, as well as between customer satisfaction and loyalty, was measured, and a hypothesis for each relationship rejected or accepted. The empirical results show that, from 702 complainants, a RECOVSAT score of 68% was computed, which could be regarded as only satisfactory. The dimensions of communication, explanation, atonement, and empowerment, had the strongest positive correlation with customer satisfaction, while feedback and tangibles, although positively correlated, were not statistically significant, and thus not as important as the first four dimensions. FNB performed best on tangibles (81%), then communication (75%), explanation (70%), atonement (68%), empowerment (62%), and lastly feedback (51%). The study reinforced the view that customer satisfaction is positively related to loyalty. Other findings were that, administration and errors were the most frequent complaints, followed by pricing, fees, and interest, while time delays/waiting were the third most numerous. Over 54% of complainants had been with the bank for over 10 years, which could be a problem if the customers had left the bank, as the profitability of a customer generally increases with time. Age and gender did not appear to be factors that influenced behaviour of complainants. In terms of the managerial implications, it is recommended that FNB implement a Customer-Complaint-Handling (CCH) system that is both national and inter-group. The bank should also focus on empowering employees, improving communication skills, explaining to customers why the problem occurred, apologising, and offering some atonement. By adopting the recommendations, FNB should improve their service recovery, and as a consequence, their customer satisfaction and loyalty, and profitability should also increase.
- Full Text:
- Date Issued: 2004
- Authors: Davies, Gareth M
- Date: 2004
- Subjects: First National Bank of Southern Africa Banks and banking -- South Africa Bank management -- South Africa Financial services industry -- South Africa Banks and banking -- Customer services -- South Africa Banks and banking -- Customer services -- Effect of marketing on
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:725 , http://hdl.handle.net/10962/d1003845
- Description: In many industries, service is the critical determinant of success or failure. Service failure is almost inevitable, and this has the potential for the organisation to lose its customer. However, if implemented successfully, Service Recovery can rectify the breakdown in service, and turn angry, frustrated customers into loyal ones. Service Recovery is vital for profitability, especially for companies operating in the services market, like First National Bank (FNB). Unfortunately, few service firms know how satisfied customers are with their Service Recovery efforts, and FNB is no exception. This study attempted to rectify the situation, to ensure that the bank does not fail its customers a second time. The major focus of the study is to assess client satisfaction with Service Recovery (SR) from FNB. By using the RECOVSAT instrument (developed by Boshoff in 1999), the study aims to establish how effective FNB was in terms of the six dimensions of SR, namely communication, empowerment, feedback, atonement, explanation, and tangibles. The relationship between each of the dimensions and customer satisfaction, as well as between customer satisfaction and loyalty, was measured, and a hypothesis for each relationship rejected or accepted. The empirical results show that, from 702 complainants, a RECOVSAT score of 68% was computed, which could be regarded as only satisfactory. The dimensions of communication, explanation, atonement, and empowerment, had the strongest positive correlation with customer satisfaction, while feedback and tangibles, although positively correlated, were not statistically significant, and thus not as important as the first four dimensions. FNB performed best on tangibles (81%), then communication (75%), explanation (70%), atonement (68%), empowerment (62%), and lastly feedback (51%). The study reinforced the view that customer satisfaction is positively related to loyalty. Other findings were that, administration and errors were the most frequent complaints, followed by pricing, fees, and interest, while time delays/waiting were the third most numerous. Over 54% of complainants had been with the bank for over 10 years, which could be a problem if the customers had left the bank, as the profitability of a customer generally increases with time. Age and gender did not appear to be factors that influenced behaviour of complainants. In terms of the managerial implications, it is recommended that FNB implement a Customer-Complaint-Handling (CCH) system that is both national and inter-group. The bank should also focus on empowering employees, improving communication skills, explaining to customers why the problem occurred, apologising, and offering some atonement. By adopting the recommendations, FNB should improve their service recovery, and as a consequence, their customer satisfaction and loyalty, and profitability should also increase.
- Full Text:
- Date Issued: 2004
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