An investigation of the consumer protection Act (2008) and plain language application at selected businesses in the Port Elizabeth metropole
- Authors: Van Jaarsveld, Roslynn
- Date: 2015
- Subjects: South Africa. Consumer Protection Act, 2008 , Consumer protection -- Law and legislation -- South Africa , Administrative law -- South Africa -- Language , Administrative law -- Language
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/4012 , vital:20504
- Description: Businesses communicate a wide variety of messages to diverse audiences using a number of different communication types and channels daily. For example, business communication includes business reports, documents (booklets, leaflets, and official communiqués), notices, agreements, web copy and advertisements that are produced continually to address a variety of business communication needs for a variety of audiences. Although written business communication has a significant impact on customer satisfaction and consumer attitude which, in turn, affects consumer behaviour positively or negatively, there is a lack of research investigating the knowledge and application of plain language in business communication. Many studies were found to be related to communication and language, however, studies about plain language use were less prevalent. Therefore, this study aimed to investigate the awareness of the plain language regulations stipulated in the South African Consumer Protection Act (CPA) 68 of 2008 (2009). The application of these plain language principles within businesses in the Port Elizabeth Metropole, with specific reference to its use in written business communication was also investigated. The study also aimed to identify plain language best practices and constraints resulting from plain language application or non-application within the selected organisations. The research focused attention on the impact of business communication on customer satisfaction, consumer attitude and, ultimately, consumer behaviour as well as the need for plain language use in written business communication practices to ensure effective and fair (ethical) communication. A comprehensive literature review was conducted on communication, communication theory and consumer behaviour, as well as on plain language principles which might add to the effectiveness of organisations’ written business communication, to provide a theoretical foundation for the study. The study’s research methodology was approached from a phenomenological (descriptive and interpretive), and somewhat positivistic perspective, utilising qualitative and limited quantitative measures to obtain data. For this reason, three managers from three respective organisations within the Port Elizabeth Metropole were interviewed and asked to complete a rating-scale survey to obtain insight on the written business communication practices of these organisations. A content analysis of documents supplied by the participating organisations were also reviewed to provide commentary on the plain language application in each organisation. Furthermore, Section 2 of the South African CPA 68 of 2008 (2009) was also reviewed to measure and comment on the application of plain language in these organisations. Based on the data analysis, it was evident that organisations in the Port Elizabeth Metropole were aware of plain language and the plain language regulations stipulated in the South African CPA 68 of 2008 (2009), but that they were not certain what the regulations entailed exactly. Furthermore, plain language principles were applied in the participating organisations, however, complications and areas for possible improvement were identified in the data. From the study’s findings, various recommendations were made that could assist the organisations to improve their organisations’ plain language application. These recommendations included, for example, appointing plain language champions to monitor plain language application in the organisation, as well as assessing language competence of staff and training them to improve their language competencies. Recommendations for future research suggested that future studies needed to include a larger research sample, a more diverse sample population to include consumers and a broader industrial demographic. In addition, future studies could attempt to investigate communication barriers that inhibit or challenge comprehension in consumer communication.
- Full Text:
- Date Issued: 2015
- Authors: Van Jaarsveld, Roslynn
- Date: 2015
- Subjects: South Africa. Consumer Protection Act, 2008 , Consumer protection -- Law and legislation -- South Africa , Administrative law -- South Africa -- Language , Administrative law -- Language
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/4012 , vital:20504
- Description: Businesses communicate a wide variety of messages to diverse audiences using a number of different communication types and channels daily. For example, business communication includes business reports, documents (booklets, leaflets, and official communiqués), notices, agreements, web copy and advertisements that are produced continually to address a variety of business communication needs for a variety of audiences. Although written business communication has a significant impact on customer satisfaction and consumer attitude which, in turn, affects consumer behaviour positively or negatively, there is a lack of research investigating the knowledge and application of plain language in business communication. Many studies were found to be related to communication and language, however, studies about plain language use were less prevalent. Therefore, this study aimed to investigate the awareness of the plain language regulations stipulated in the South African Consumer Protection Act (CPA) 68 of 2008 (2009). The application of these plain language principles within businesses in the Port Elizabeth Metropole, with specific reference to its use in written business communication was also investigated. The study also aimed to identify plain language best practices and constraints resulting from plain language application or non-application within the selected organisations. The research focused attention on the impact of business communication on customer satisfaction, consumer attitude and, ultimately, consumer behaviour as well as the need for plain language use in written business communication practices to ensure effective and fair (ethical) communication. A comprehensive literature review was conducted on communication, communication theory and consumer behaviour, as well as on plain language principles which might add to the effectiveness of organisations’ written business communication, to provide a theoretical foundation for the study. The study’s research methodology was approached from a phenomenological (descriptive and interpretive), and somewhat positivistic perspective, utilising qualitative and limited quantitative measures to obtain data. For this reason, three managers from three respective organisations within the Port Elizabeth Metropole were interviewed and asked to complete a rating-scale survey to obtain insight on the written business communication practices of these organisations. A content analysis of documents supplied by the participating organisations were also reviewed to provide commentary on the plain language application in each organisation. Furthermore, Section 2 of the South African CPA 68 of 2008 (2009) was also reviewed to measure and comment on the application of plain language in these organisations. Based on the data analysis, it was evident that organisations in the Port Elizabeth Metropole were aware of plain language and the plain language regulations stipulated in the South African CPA 68 of 2008 (2009), but that they were not certain what the regulations entailed exactly. Furthermore, plain language principles were applied in the participating organisations, however, complications and areas for possible improvement were identified in the data. From the study’s findings, various recommendations were made that could assist the organisations to improve their organisations’ plain language application. These recommendations included, for example, appointing plain language champions to monitor plain language application in the organisation, as well as assessing language competence of staff and training them to improve their language competencies. Recommendations for future research suggested that future studies needed to include a larger research sample, a more diverse sample population to include consumers and a broader industrial demographic. In addition, future studies could attempt to investigate communication barriers that inhibit or challenge comprehension in consumer communication.
- Full Text:
- Date Issued: 2015
Staff retention at an institution of higher learning
- Authors: Sete, Lerato Virginia
- Date: 2015
- Subjects: Employee retention , Employee motivation , Education, Higher
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: http://hdl.handle.net/10948/6564 , vital:21111
- Description: The purpose of this study was to investigate staff retention at an institution of higher learning. The University of South Africa (UNISA) was the institution under scrutiny in this study. The reason for conducting the study was that employees at UNISA, and especially those at the College of Science, Engineering and Technology (CSET) with scarce skills, were difficult to attract and retain in their positions. It is thought that this scenario could create an increased workload and lead to stress and job dissatisfaction among remaining staff members in the college. This could resultantly influence the quality of education rendered to students. It was therefore important to identify the reasons behind staff turnover and to consider possible retention strategies that could be employed to retain employees at UNISA. The theoretical study focused on two main facets: factors that influence an employee’s decision to either leave or stay in an organisation; and on retention strategies used by the institution. In addition, interviews were conducted with a senior executive in the Human Resource Department and a senior academic manager in CSET at UNISA, to gain their views on how scarce skills were defined, the reasons for staff turnover and the utilisation of retention strategies to retain employees. A qualitative analysis was applied to the interview responses. In addition, a survey consisting of a self-administered questionnaire was conducted amongst academic staff at CSET and 64 responses were received, which represented a response rate of 30%. The questionnaire focused mainly on turnover intention, factors influencing turnover and retention strategies. The information gathered from the questionnaire was statistically analysed and interpreted. The respondents provided mostly positive responses to personal, job and organisational factors which influence retention compared with market factors, indicating that these factors played a significant role in retention. The results revealed that factors such as: remuneration and packages; recognising academic staff for their contribution; providing a satisfying and stimulating work environment; valuing and engaging employees and empowering supervision could be used to retain employees with scarce skills. The respondents agreed that UNISA could be perceived as an employer of choice and was actively seeking ways to retain employees, but were uncertain of the extent to which a fair compensation system, an attractive value proposition and care for employees with scarce skills were evident. No significant differences were found in terms of length of service, gender or race.
- Full Text:
- Date Issued: 2015
- Authors: Sete, Lerato Virginia
- Date: 2015
- Subjects: Employee retention , Employee motivation , Education, Higher
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: http://hdl.handle.net/10948/6564 , vital:21111
- Description: The purpose of this study was to investigate staff retention at an institution of higher learning. The University of South Africa (UNISA) was the institution under scrutiny in this study. The reason for conducting the study was that employees at UNISA, and especially those at the College of Science, Engineering and Technology (CSET) with scarce skills, were difficult to attract and retain in their positions. It is thought that this scenario could create an increased workload and lead to stress and job dissatisfaction among remaining staff members in the college. This could resultantly influence the quality of education rendered to students. It was therefore important to identify the reasons behind staff turnover and to consider possible retention strategies that could be employed to retain employees at UNISA. The theoretical study focused on two main facets: factors that influence an employee’s decision to either leave or stay in an organisation; and on retention strategies used by the institution. In addition, interviews were conducted with a senior executive in the Human Resource Department and a senior academic manager in CSET at UNISA, to gain their views on how scarce skills were defined, the reasons for staff turnover and the utilisation of retention strategies to retain employees. A qualitative analysis was applied to the interview responses. In addition, a survey consisting of a self-administered questionnaire was conducted amongst academic staff at CSET and 64 responses were received, which represented a response rate of 30%. The questionnaire focused mainly on turnover intention, factors influencing turnover and retention strategies. The information gathered from the questionnaire was statistically analysed and interpreted. The respondents provided mostly positive responses to personal, job and organisational factors which influence retention compared with market factors, indicating that these factors played a significant role in retention. The results revealed that factors such as: remuneration and packages; recognising academic staff for their contribution; providing a satisfying and stimulating work environment; valuing and engaging employees and empowering supervision could be used to retain employees with scarce skills. The respondents agreed that UNISA could be perceived as an employer of choice and was actively seeking ways to retain employees, but were uncertain of the extent to which a fair compensation system, an attractive value proposition and care for employees with scarce skills were evident. No significant differences were found in terms of length of service, gender or race.
- Full Text:
- Date Issued: 2015
Measuring brand loyalty in the medical device industry of South Africa : a study across the public and private health-care system
- Authors: Rozani, Veliswa Celestine
- Date: 2014
- Subjects: Brand loyalty , Organizational behavior , Medical supplies -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8914 , http://hdl.handle.net/10948/d1021070
- Description: Brands are major role-players in the organisational business strategy; and they are recognised as one of the most valuable assets a company can possess. The entry of low-cost competitors has redefined the entire competitive landscape of the health-care industry through their ability to transform their value chain, in order to drastically reduce prices. With the fierce rivalry amongst the competitors, and a quest for companies to achieve competitive advantage, companies must design their strategies better than their competitors. For a company to be successful in such an environment, customer-brand loyalty is a critical issue. The main objective of this study was to measure brand loyalty in the medical-devices industry of South Africa, and to establish the key influencing factors of brand loyalty in this industry. The measurement of brand loyalty in the medical devices industry is founded on a conceptual brand-loyalty framework for the Fast Moving Consumer Goods (FMCG) industry developed by Moolla (2012). The 12 brand loyalty factors identified by Moolla are: customer satisfaction; switching costs or risk aversion; brand trust; involvement; repeat purchases; relationship proneness; commitment; perceived value; brand relevance; brand affect; brand performance and culture. The empirical study was conducted among 250 medical practitioners across the private sector and public sector health-care system of South Africa. The methodology adopted in the study included the sampling procedure, the data collection, the questionnaire development and the statistical techniques used to analyse the results. The results were analysed with regard to: Factor analysis; Cronbach’s Alpha coefficients, mean values and inferential statistics. The results were presented in a conceptual framework, in order to measure brand loyalty in the medical devices industry of South Africa. The results of this study concluded that the brand loyalty influences, as identified by Moolla, are important for measuring brand loyalty in the medical devices industry. The empirical results focused on the demographic profile of the respondents, the validity of the questionnaire, the reliability of the results obtained, as well as the importance of the research variables. The analysis enabled certain conclusions to be drawn relating to the significant factors of brand loyalty in the medical devices industry in South Africa. A comparison was conducted relating to age group, gender profile, the health-care sector and the medical specialization – to determine whether there were any significant differences in the influence of the brand-loyalty factors identified. The chapter concluded with a conceptual framework for the medical-devices industry adapted from Moolla (2012) framework.
- Full Text:
- Date Issued: 2014
- Authors: Rozani, Veliswa Celestine
- Date: 2014
- Subjects: Brand loyalty , Organizational behavior , Medical supplies -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8914 , http://hdl.handle.net/10948/d1021070
- Description: Brands are major role-players in the organisational business strategy; and they are recognised as one of the most valuable assets a company can possess. The entry of low-cost competitors has redefined the entire competitive landscape of the health-care industry through their ability to transform their value chain, in order to drastically reduce prices. With the fierce rivalry amongst the competitors, and a quest for companies to achieve competitive advantage, companies must design their strategies better than their competitors. For a company to be successful in such an environment, customer-brand loyalty is a critical issue. The main objective of this study was to measure brand loyalty in the medical-devices industry of South Africa, and to establish the key influencing factors of brand loyalty in this industry. The measurement of brand loyalty in the medical devices industry is founded on a conceptual brand-loyalty framework for the Fast Moving Consumer Goods (FMCG) industry developed by Moolla (2012). The 12 brand loyalty factors identified by Moolla are: customer satisfaction; switching costs or risk aversion; brand trust; involvement; repeat purchases; relationship proneness; commitment; perceived value; brand relevance; brand affect; brand performance and culture. The empirical study was conducted among 250 medical practitioners across the private sector and public sector health-care system of South Africa. The methodology adopted in the study included the sampling procedure, the data collection, the questionnaire development and the statistical techniques used to analyse the results. The results were analysed with regard to: Factor analysis; Cronbach’s Alpha coefficients, mean values and inferential statistics. The results were presented in a conceptual framework, in order to measure brand loyalty in the medical devices industry of South Africa. The results of this study concluded that the brand loyalty influences, as identified by Moolla, are important for measuring brand loyalty in the medical devices industry. The empirical results focused on the demographic profile of the respondents, the validity of the questionnaire, the reliability of the results obtained, as well as the importance of the research variables. The analysis enabled certain conclusions to be drawn relating to the significant factors of brand loyalty in the medical devices industry in South Africa. A comparison was conducted relating to age group, gender profile, the health-care sector and the medical specialization – to determine whether there were any significant differences in the influence of the brand-loyalty factors identified. The chapter concluded with a conceptual framework for the medical-devices industry adapted from Moolla (2012) framework.
- Full Text:
- Date Issued: 2014
Application of Pascale's constructive 'conflict paradigm' to consider transformation efforts at a selected bank with particular attention to the ATM devision
- Authors: Coetzer, Gary
- Date: 2001
- Subjects: Organizational change , Banks and banking -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10843 , http://hdl.handle.net/10948/39 , Organizational change , Banks and banking -- South Africa
- Description: In applying Pascale’s (1990) constructive ‘conflict paradigm’ to consider transformation efforts at a selected bank, this study argues that transformation could be sustained if the organisation were to self-reflect on the paradoxes that are generated when constructive conflict is encouraged. Underlying this supposition is the notion of “disequilibrium” which supports creative tension within organisations and prompts inquiry and dialogue, leading to the new. Sustaining disequilibrium allows an organisation to develop the “requisite internal variety” in order to meet the challenges in its environment. Key to encouraging this form of organisational resilience to its environment is the nature of the organisation’s culture or context. Johnson’s (1998) “cultural web” is used to analyse the culture of the selected bank and “re-map” the culture in line with the bank’s transformation strategies. Pascale’s seven domains of contention are applied with particular emphasis on the ATM division in order to develop a profile of conflict in the organisation.
- Full Text:
- Date Issued: 2001
- Authors: Coetzer, Gary
- Date: 2001
- Subjects: Organizational change , Banks and banking -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10843 , http://hdl.handle.net/10948/39 , Organizational change , Banks and banking -- South Africa
- Description: In applying Pascale’s (1990) constructive ‘conflict paradigm’ to consider transformation efforts at a selected bank, this study argues that transformation could be sustained if the organisation were to self-reflect on the paradoxes that are generated when constructive conflict is encouraged. Underlying this supposition is the notion of “disequilibrium” which supports creative tension within organisations and prompts inquiry and dialogue, leading to the new. Sustaining disequilibrium allows an organisation to develop the “requisite internal variety” in order to meet the challenges in its environment. Key to encouraging this form of organisational resilience to its environment is the nature of the organisation’s culture or context. Johnson’s (1998) “cultural web” is used to analyse the culture of the selected bank and “re-map” the culture in line with the bank’s transformation strategies. Pascale’s seven domains of contention are applied with particular emphasis on the ATM division in order to develop a profile of conflict in the organisation.
- Full Text:
- Date Issued: 2001
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