The influence of leadership on service delivery in the department of employment and labour, Eastern Cape
- Authors: Maleiba, Olivia
- Date: 2023-04
- Subjects: Leadership , Transformational Leadership , Batho Pele Principles
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/61636 , vital:71821
- Description: The aim of the public sector is to deliver effective and efficient services whilst reducing these delivery costs (Price Waterhouse Coopers, 2007). In addressing this aim of public service delivery, the objective of the study was to investigate the impact of leadership on service delivery in a specific public sector. The researcher utilised a non-experimental correlation research design where the participants were entry level officials from region six within the National Department of Employment and Labour in the Eastern Cape, who reported to the first level of management (supervisors/team leaders). A probability sampling design with a cluster sampling method was used, wherein the population was grouped and a cluster was chosen. The sample consisted of officials who delivered services to the public at an entry administrative level either in a direct role or a supporting role. These officials reported to the first line of leadership in the hierarchy (supervisors/team leaders). Questionnaires were used as the primary source of data collection to solicit data from participants and obtain feedback on leadership behaviour on operational and service delivery issues in the workplace. The data was processed by statistical calculations of the mean, median, mode and standard deviation. The Cronbach Alpha as a test of internal validity, was used to test for reliability and validity. The findings of the study revealed that the department strived to improve leadership and service delivery in rendering public service which will naturally contribute to the 2030 vision of the National Development Plan and the fulfilment of the organisational mandate (South Africa National Planning Commission, 2012). , Thesis (MA) -- Faculty of Faculty of Business and Economic Sciences, 2023
- Full Text:
- Date Issued: 2023-04
- Authors: Maleiba, Olivia
- Date: 2023-04
- Subjects: Leadership , Transformational Leadership , Batho Pele Principles
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/61636 , vital:71821
- Description: The aim of the public sector is to deliver effective and efficient services whilst reducing these delivery costs (Price Waterhouse Coopers, 2007). In addressing this aim of public service delivery, the objective of the study was to investigate the impact of leadership on service delivery in a specific public sector. The researcher utilised a non-experimental correlation research design where the participants were entry level officials from region six within the National Department of Employment and Labour in the Eastern Cape, who reported to the first level of management (supervisors/team leaders). A probability sampling design with a cluster sampling method was used, wherein the population was grouped and a cluster was chosen. The sample consisted of officials who delivered services to the public at an entry administrative level either in a direct role or a supporting role. These officials reported to the first line of leadership in the hierarchy (supervisors/team leaders). Questionnaires were used as the primary source of data collection to solicit data from participants and obtain feedback on leadership behaviour on operational and service delivery issues in the workplace. The data was processed by statistical calculations of the mean, median, mode and standard deviation. The Cronbach Alpha as a test of internal validity, was used to test for reliability and validity. The findings of the study revealed that the department strived to improve leadership and service delivery in rendering public service which will naturally contribute to the 2030 vision of the National Development Plan and the fulfilment of the organisational mandate (South Africa National Planning Commission, 2012). , Thesis (MA) -- Faculty of Faculty of Business and Economic Sciences, 2023
- Full Text:
- Date Issued: 2023-04
Psychological capital and burnout in the financial service sector
- Authors: Muller, Nadia
- Date: 2021-04
- Subjects: Gqeberha (South Africa) , Eastern Cape (South Africa) , South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/52990 , vital:44872
- Description: The purpose of this research study was to determine the relationship between PsyCap and burnout in a service-related working environment that is somewhat unexplored, including the non-banking financial services sector. To achieve this purpose, a correlational research design was employed and the convenience, non-probability sampling method was utilised as the technique for sourcing participants. Data was collected by way of an online survey comprising of the PCQ-24, OLBI and a Biographical Section, which was distributed among 380 non-banking employees in the sample company, and a final sample size of N=88 was achieved. The two psychometric instruments utilised were both proven to be valid and reliable, thus increasing the credibility of the data obtained. The raw data was processed and analysed through statistical calculations, performed by a qualified Statistician, and included descriptive and inferential statistics in the form of cronbach’s alpha coefficients, pearsons correlations, t-tests, ANOVA’s, and linear regression for the data interpretation. The results revealed that there was a negative, statistically significant relationship between PsyCap and burnout, and that PsyCap explained 18% of the variance in burnout scores amongst the sample. In addition, statistically significant differences were found between burnout, disengagement, and position, as well as between PsyCap and some of its dimensions with gender, educational level, position, and department in terms of the demographic variables. The researcher has considered the ethical principles of autonomy, confidentiality, anonymity, and ownership of the data throughout the research process, and the research paper was submitted for assessment and ethical approval before commencement of this study. The primary aim of this research study was achieved in that a significant and negative correlation between PsyCap and burnout was revealed. , Thesis (MCom) -- Faculty of Business and Economic Sciences, School of Industrial Psychology and Human Resources, 2021
- Full Text: false
- Date Issued: 2021-04
- Authors: Muller, Nadia
- Date: 2021-04
- Subjects: Gqeberha (South Africa) , Eastern Cape (South Africa) , South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/52990 , vital:44872
- Description: The purpose of this research study was to determine the relationship between PsyCap and burnout in a service-related working environment that is somewhat unexplored, including the non-banking financial services sector. To achieve this purpose, a correlational research design was employed and the convenience, non-probability sampling method was utilised as the technique for sourcing participants. Data was collected by way of an online survey comprising of the PCQ-24, OLBI and a Biographical Section, which was distributed among 380 non-banking employees in the sample company, and a final sample size of N=88 was achieved. The two psychometric instruments utilised were both proven to be valid and reliable, thus increasing the credibility of the data obtained. The raw data was processed and analysed through statistical calculations, performed by a qualified Statistician, and included descriptive and inferential statistics in the form of cronbach’s alpha coefficients, pearsons correlations, t-tests, ANOVA’s, and linear regression for the data interpretation. The results revealed that there was a negative, statistically significant relationship between PsyCap and burnout, and that PsyCap explained 18% of the variance in burnout scores amongst the sample. In addition, statistically significant differences were found between burnout, disengagement, and position, as well as between PsyCap and some of its dimensions with gender, educational level, position, and department in terms of the demographic variables. The researcher has considered the ethical principles of autonomy, confidentiality, anonymity, and ownership of the data throughout the research process, and the research paper was submitted for assessment and ethical approval before commencement of this study. The primary aim of this research study was achieved in that a significant and negative correlation between PsyCap and burnout was revealed. , Thesis (MCom) -- Faculty of Business and Economic Sciences, School of Industrial Psychology and Human Resources, 2021
- Full Text: false
- Date Issued: 2021-04
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