Exploring the Employee-Supervisor relationship in the Credit Recovery Department of a Financial institution
- Authors: Ndamse, Asanda Vuyo
- Date: 2020
- Subjects: Financial institutions -- South Africa -- Leadership Collection agencies -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/49975 , vital:41966
- Description: This study aimed to investigate and understand employee-supervisor relationship working in the credit recovery department of a large South African financial institution. The focus of the investigation, through qualitative research, was on numerous issues relating to their experiences working within a financial institution. The Credit Recovery Department which had nine separate divisions were particularly concerned about three main areas from survey results that they conduct yearly. The respondents to the survey were the call centre agents and team leaders. The employees surveyed felt that there was insufficient recognition for their contribution, the supervisor did not facilitate productive team engagements, and there was a lack of provision of formal and self-directed learning opportunities. These aspects were viewed as highly critical aspects of the employee-supervisor relationship and important to achieving set departmental objectives. Due to a lack of understanding of the cause of the perceptions captured by the survey, the main purpose of the study was to explore the employees’ attitudes, feelings, beliefs, experiences, reactions and concerns about the way their contributions were recognised, team engagements were facilitated, and the lack of formal and self-directed learning opportunities. From the ten questions that were asked, the three lowest scored questions were then put to the focus groups. The questions were tailored as open-ended, conversational questions with a specific focus on the three concerning areas. The first major theme that emerged from all focus groups is leadership and the style of leadership. Secondly, growth and development were a concern again for both call centre agents and team leaders, and issues were raised throughout the sessions, not only in response to the question on selfdirected learning. Further major themes that emerged were rewards and benefits, and lastly workload and systems. The findings from this study are anticipated to have important policy implications while meeting set standards for the employee-supervisor relationship status.
- Full Text:
- Date Issued: 2020
- Authors: Ndamse, Asanda Vuyo
- Date: 2020
- Subjects: Financial institutions -- South Africa -- Leadership Collection agencies -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/49975 , vital:41966
- Description: This study aimed to investigate and understand employee-supervisor relationship working in the credit recovery department of a large South African financial institution. The focus of the investigation, through qualitative research, was on numerous issues relating to their experiences working within a financial institution. The Credit Recovery Department which had nine separate divisions were particularly concerned about three main areas from survey results that they conduct yearly. The respondents to the survey were the call centre agents and team leaders. The employees surveyed felt that there was insufficient recognition for their contribution, the supervisor did not facilitate productive team engagements, and there was a lack of provision of formal and self-directed learning opportunities. These aspects were viewed as highly critical aspects of the employee-supervisor relationship and important to achieving set departmental objectives. Due to a lack of understanding of the cause of the perceptions captured by the survey, the main purpose of the study was to explore the employees’ attitudes, feelings, beliefs, experiences, reactions and concerns about the way their contributions were recognised, team engagements were facilitated, and the lack of formal and self-directed learning opportunities. From the ten questions that were asked, the three lowest scored questions were then put to the focus groups. The questions were tailored as open-ended, conversational questions with a specific focus on the three concerning areas. The first major theme that emerged from all focus groups is leadership and the style of leadership. Secondly, growth and development were a concern again for both call centre agents and team leaders, and issues were raised throughout the sessions, not only in response to the question on selfdirected learning. Further major themes that emerged were rewards and benefits, and lastly workload and systems. The findings from this study are anticipated to have important policy implications while meeting set standards for the employee-supervisor relationship status.
- Full Text:
- Date Issued: 2020
First responders’ perceptions of secondary traumatic stress and the screening and referral of trauma survivors at risk of developing posttraumatic stress
- Authors: Chong, Ferhana Ting
- Date: 2020
- Subjects: Secondary traumatic stress
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/50801 , vital:42702
- Description: The risk of civilians being exposed to a traumatic event in South Africa is relatively high. This also means that several professional helpers termed first responders, will have frequent contact with individuals who have been traumatized. Working with trauma survivors could have both negative and positive outcomes. On the one hand, first responders’ interaction with trauma survivors provide them with the opportunity to detect when a survivor may be at risk of developing posttraumatic stress disorder (PTSD). Unfortunately, this exposure also puts them at risk of developing secondary traumatic stress with symptoms like those of the trauma survivors they assist. Secondary Traumatic Stress (STS) is relatively well studied among certain helping professions such as therapists, counsellors, social workers and even advocates who work with trauma survivors. Research concerning STS among emergency unit first responders is, however, limited (especially in the South African context). Furthermore, literature investigating emergency unit first responder’s perception of secondary traumatic stress and the screening and referral of trauma survivors at risk of developing PTSD in a South African context appears to be non- existent. The current study aimed to explore and describe first responders’ perceptions of STS and the screening and referral of trauma survivors at risk of developing PTSD. A qualitative design was employed using semi-structured interview questions. The researcher employed a purposive sampling method. As such, only first responders in the emergency unit of general hospitals who regularly work with trauma survivors will be considered for the current study. The data from the interviews was analyzed using thematic analysis based on the principles proposed by Braun and Clark (2006). The findings from this study indicated that while first responders are at risk of developing STS due to the high frequency exposure to traumatic material, very few considered the effects of working with trauma on their mental health. Furthermore, participants in this study reported having inadequate knowledge of PTSD and did not feel confident in screening for trauma survivors at risk of developing PTSD. In addition, participants reported that, while they have previously screened and referred trauma survivors who may be at risk, there was no standard protocol for screening and referring such patients. That being said, the participants did state that should they consider a patient a risk, the hospitals in which they worked did have psychologists on-site.
- Full Text: false
- Date Issued: 2020
- Authors: Chong, Ferhana Ting
- Date: 2020
- Subjects: Secondary traumatic stress
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/50801 , vital:42702
- Description: The risk of civilians being exposed to a traumatic event in South Africa is relatively high. This also means that several professional helpers termed first responders, will have frequent contact with individuals who have been traumatized. Working with trauma survivors could have both negative and positive outcomes. On the one hand, first responders’ interaction with trauma survivors provide them with the opportunity to detect when a survivor may be at risk of developing posttraumatic stress disorder (PTSD). Unfortunately, this exposure also puts them at risk of developing secondary traumatic stress with symptoms like those of the trauma survivors they assist. Secondary Traumatic Stress (STS) is relatively well studied among certain helping professions such as therapists, counsellors, social workers and even advocates who work with trauma survivors. Research concerning STS among emergency unit first responders is, however, limited (especially in the South African context). Furthermore, literature investigating emergency unit first responder’s perception of secondary traumatic stress and the screening and referral of trauma survivors at risk of developing PTSD in a South African context appears to be non- existent. The current study aimed to explore and describe first responders’ perceptions of STS and the screening and referral of trauma survivors at risk of developing PTSD. A qualitative design was employed using semi-structured interview questions. The researcher employed a purposive sampling method. As such, only first responders in the emergency unit of general hospitals who regularly work with trauma survivors will be considered for the current study. The data from the interviews was analyzed using thematic analysis based on the principles proposed by Braun and Clark (2006). The findings from this study indicated that while first responders are at risk of developing STS due to the high frequency exposure to traumatic material, very few considered the effects of working with trauma on their mental health. Furthermore, participants in this study reported having inadequate knowledge of PTSD and did not feel confident in screening for trauma survivors at risk of developing PTSD. In addition, participants reported that, while they have previously screened and referred trauma survivors who may be at risk, there was no standard protocol for screening and referring such patients. That being said, the participants did state that should they consider a patient a risk, the hospitals in which they worked did have psychologists on-site.
- Full Text: false
- Date Issued: 2020
Foreign aid : in Africa and the middle east
- Authors: Mabaso, Sizakele Miki
- Date: 2020
- Subjects: Economic assistance -- Africa
- Language: English
- Type: Thesis , Masters , MPhil
- Identifier: http://hdl.handle.net/10948/48742 , vital:41067
- Description: The aim of this dissertation is to study the nature of Foreign aid in African and Middle Eastern countries. Examining what Foreign aid is, how it is identified and defined, what causes the need for Foreign aid and how Foreign aid affects the population in Africa and The Middle East? The ongoing debate between developed and developing countries about the state African and Middle Eastern countries are in makes the need for this study timely. This research was based on an analysis of relevant literature that reviews Foreign aid from the perspective of both donor and recipient. The findings underline the behaviour of Foreign aid in Africa and the Middle East as determined by numerous variables. For example, health and education play a big role when evaluating Foreign aid in African and Middle Eastern countries. The notable conclusion from this research is that Foreign aid is a huge challenge for both developed and developing countries. In various African and Middle Eastern countries, Foreign aid has stimulated economic growth as much as it has undermined development in many economic aspects. For instance, the issues of health and epidemics such as the Ebola Virus that continue to take the lives of many in Africa and HIV/ AIDS that continues to take the lives of our youth.
- Full Text:
- Date Issued: 2020
- Authors: Mabaso, Sizakele Miki
- Date: 2020
- Subjects: Economic assistance -- Africa
- Language: English
- Type: Thesis , Masters , MPhil
- Identifier: http://hdl.handle.net/10948/48742 , vital:41067
- Description: The aim of this dissertation is to study the nature of Foreign aid in African and Middle Eastern countries. Examining what Foreign aid is, how it is identified and defined, what causes the need for Foreign aid and how Foreign aid affects the population in Africa and The Middle East? The ongoing debate between developed and developing countries about the state African and Middle Eastern countries are in makes the need for this study timely. This research was based on an analysis of relevant literature that reviews Foreign aid from the perspective of both donor and recipient. The findings underline the behaviour of Foreign aid in Africa and the Middle East as determined by numerous variables. For example, health and education play a big role when evaluating Foreign aid in African and Middle Eastern countries. The notable conclusion from this research is that Foreign aid is a huge challenge for both developed and developing countries. In various African and Middle Eastern countries, Foreign aid has stimulated economic growth as much as it has undermined development in many economic aspects. For instance, the issues of health and epidemics such as the Ebola Virus that continue to take the lives of many in Africa and HIV/ AIDS that continues to take the lives of our youth.
- Full Text:
- Date Issued: 2020
From housing to sustainable human settlements : a case study of Buffalo City Metropolitan Municipality
- Authors: Mofokeng, Mosa
- Date: 2020
- Subjects: Human settlements -- South Africa -- Buffalo City Housing policy -- South Africa -- Buffalo City
- Language: English
- Type: Thesis , Masters , MSBE
- Identifier: http://hdl.handle.net/10948/49518 , vital:41731
- Description: This study aimed to evaluate whether there has been any shift from housing to sustainable human settlements in the Buffalo City Metropolitan Municipality (BCMM). The objective of the study was to establish the perceived value of inclusive development by relevant stakeholders in the transformation of housing to integrated and sustainable human settlements; assess the effectiveness of available systems in transforming housing to integrated and sustainable human settlements and to establish the level of effectiveness of the current human settlements development model in transforming housing to integrated and sustainable human settlement outcomes. Following a case study approach, the study employed a combination of qualitative and quantitative approaches which is also known as the mixed-method research design. Purposive sampling technique was used to arrive at a sample of 16 relevant officials, whereas the snow-ball convenience sampling technique was used to select a sample of 12 housing beneficiaries in Ndevana, Potsdam and Mzamomhle housing developments. A survey questionnaire was used to elicit data from the officials In-depth interviews were used to gather data from BCMM officials and Focus Group Discussions were used to extract data from twelve housing beneficiaries from (four from Ndevana, four from Potsdam and four from Mzamomhle) housing projects in the BCMM. The findings from this study show that although several people have been provided with houses in Ndevana, Mzamomhle and Potsdam, the settlements lack the requisite economic and social infrastructure that creates integrated and liveable settlements. Furthermore, the type, quality, and layout of houses delivered by the government falls short of the concept of sustainable development. The available systems for transforming housing to integrated sustainable human settlements have been rendered ineffective by the shortage of proper land for land-use planning and spatial development, lack of organizational capacity, lack of accountability, unaffordability of sustainable housing by the poor and insufficiency of the current housing quantum subsidy to deliver sustainable human settlements. The study further established that the integrated sustainable human settlements programs do not incorporate the community needs which have greatly affected sustainable housing delivery in BCMM. The placement of the poor households in the urban peripheries is phenomenal and hence unemployment, poverty and civil unrest have taken a toll in Ndevana, Potsdam, and Mzamomhle. The study recommends a capacity building and competency-based model to BCMM and Eastern Cape Department of Human Settlements, Integration of Government departments and Stakeholder Engagement, the establishment of monitoring and evaluation systems, alignment of provincial and local government budget cycles.
- Full Text:
- Date Issued: 2020
- Authors: Mofokeng, Mosa
- Date: 2020
- Subjects: Human settlements -- South Africa -- Buffalo City Housing policy -- South Africa -- Buffalo City
- Language: English
- Type: Thesis , Masters , MSBE
- Identifier: http://hdl.handle.net/10948/49518 , vital:41731
- Description: This study aimed to evaluate whether there has been any shift from housing to sustainable human settlements in the Buffalo City Metropolitan Municipality (BCMM). The objective of the study was to establish the perceived value of inclusive development by relevant stakeholders in the transformation of housing to integrated and sustainable human settlements; assess the effectiveness of available systems in transforming housing to integrated and sustainable human settlements and to establish the level of effectiveness of the current human settlements development model in transforming housing to integrated and sustainable human settlement outcomes. Following a case study approach, the study employed a combination of qualitative and quantitative approaches which is also known as the mixed-method research design. Purposive sampling technique was used to arrive at a sample of 16 relevant officials, whereas the snow-ball convenience sampling technique was used to select a sample of 12 housing beneficiaries in Ndevana, Potsdam and Mzamomhle housing developments. A survey questionnaire was used to elicit data from the officials In-depth interviews were used to gather data from BCMM officials and Focus Group Discussions were used to extract data from twelve housing beneficiaries from (four from Ndevana, four from Potsdam and four from Mzamomhle) housing projects in the BCMM. The findings from this study show that although several people have been provided with houses in Ndevana, Mzamomhle and Potsdam, the settlements lack the requisite economic and social infrastructure that creates integrated and liveable settlements. Furthermore, the type, quality, and layout of houses delivered by the government falls short of the concept of sustainable development. The available systems for transforming housing to integrated sustainable human settlements have been rendered ineffective by the shortage of proper land for land-use planning and spatial development, lack of organizational capacity, lack of accountability, unaffordability of sustainable housing by the poor and insufficiency of the current housing quantum subsidy to deliver sustainable human settlements. The study further established that the integrated sustainable human settlements programs do not incorporate the community needs which have greatly affected sustainable housing delivery in BCMM. The placement of the poor households in the urban peripheries is phenomenal and hence unemployment, poverty and civil unrest have taken a toll in Ndevana, Potsdam, and Mzamomhle. The study recommends a capacity building and competency-based model to BCMM and Eastern Cape Department of Human Settlements, Integration of Government departments and Stakeholder Engagement, the establishment of monitoring and evaluation systems, alignment of provincial and local government budget cycles.
- Full Text:
- Date Issued: 2020
Girls here and boys there : participatory visual methodology as pedagogy to facilitate gender sensitive practices with pre-service foundation phase teachers
- Authors: Notshulwana, Robin Anne
- Date: 2020
- Subjects: Gender identity -- Psychological aspects
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10948/49385 , vital:41700
- Description: This study explores how participatory visual methodology (PVM) might facilitate a deeper understanding of gender sensitive practices (GSP) in Foundation Phase (FP) pre-service teachers. Foundation Phase classrooms are not impervious to unequal gender practices and despite policies that promote gender equitable practices in schools and in society in general, most South African schools still engage in gendered practices that perpetuate inequality and gender based violence (GBV). While the topic of gender currently features in a South African university FP curriculum with the intention of promoting social justice, the pedagogy used to enable pre-service FP teachers to understand how gender works in schools seems to do nothing more than describe the problem and give cursory suggestions for creating gender equitable practices. Teachers are often unaware of how their own gendered identity influences their facilitation of the curriculum in a gendered way. This is important in South Africa, where gender inequality remains a problem and GBV is rife. This study adopted a qualitative approach and is located within the critical paradigm applying the principles of PVM. It drew on feminist poststructuralism and feminist pedagogy as theoretical lenses to frame the study and to make meaning of the data. Participants in the study were five female pre-service FP teachers who were purposively selected. Data were generated through the visual methods of family photo album, drawing and participatory video, which were first analysed using participatory analysis, and then using thematic analysis. The main purpose of the research was to explore how PVM can facilitate a deeper awareness of GSP in pre-service FP teachers. The secondary aim was to explore their understandings of gender and GSP and how these understandings might facilitate or inhibit GSP among pre-service FP teachers. The pre-service FP teachers’ understandings of gender were elicited using the self as an entry point to explore their own gendered identities which demonstrated their somewhat narrow understanding of how gender is reified in society through mechanisms such as dress and particular performances. They further understood that their own gendered selves can shift and change with time and context. Their understanding of gender further informed their understanding of GSP. The pre-service FP teachers understood GSP as going beyond interchanging roles of girls and boys and that it meant constantly engaging with their own understandings of gender; to review their constructions of FP learners, to see pedagogical moments to teach gender sensitivity, and to recognise that GSP extends beyond the classroom. Finally, the pre-service FP teachers articulated the circumstances that might enable or inhibit their GSP in their classrooms. They recognised how the powerful constructions of gender in a society influence their work, and how, in turn their work might influence society. This translated into them understanding how the ethos of the school might mirror and sustain the hegemonic discourse of society and at the same time how they might begin to question and disrupt the discourse sustained in school. The teacher education programme, with a vested interest in gender equality, is an important mechanism to begin disrupting hegemonic discourses perpetuated in schools. The findings suggest that through its potential for reflexivity and criticality, PVM enabled the pre-service FP teachers to see how their constructions of gender influence their own practices in schools. The findings have implications for FP teacher education programmes in the South African context. Faculties of education could revisit their curriculum to ensure that gender is infused throughout the curriculum, but more importantly, could consider ‘starting with the self’ (Kirk, 2009) as an impetus to learn about how gender is reified in society and in schools. In doing so, faculties of education could also consider tools of analysis such as a feminist poststructural theory to enable the pre-service FP teachers to deepen their understandings but also support the potential to articulate and make meaning of their experiences. Teacher educators could revisit their curriculum content to determine whether the content might perpetuate a narrow view of learning and learners especially with regards to gender and considering pedagogical choices that develop pre-service teachers’ ability to cultivate classroom environments that promote gender equality. Starting with the self is an entry point for pre-service FP teachers to examine their own understanding of gender and see how this might enable GSP in their professional work. PVM, aligned with a feminist pedagogy and feminist poststructuralism, facilitated such a process.
- Full Text:
- Date Issued: 2020
- Authors: Notshulwana, Robin Anne
- Date: 2020
- Subjects: Gender identity -- Psychological aspects
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10948/49385 , vital:41700
- Description: This study explores how participatory visual methodology (PVM) might facilitate a deeper understanding of gender sensitive practices (GSP) in Foundation Phase (FP) pre-service teachers. Foundation Phase classrooms are not impervious to unequal gender practices and despite policies that promote gender equitable practices in schools and in society in general, most South African schools still engage in gendered practices that perpetuate inequality and gender based violence (GBV). While the topic of gender currently features in a South African university FP curriculum with the intention of promoting social justice, the pedagogy used to enable pre-service FP teachers to understand how gender works in schools seems to do nothing more than describe the problem and give cursory suggestions for creating gender equitable practices. Teachers are often unaware of how their own gendered identity influences their facilitation of the curriculum in a gendered way. This is important in South Africa, where gender inequality remains a problem and GBV is rife. This study adopted a qualitative approach and is located within the critical paradigm applying the principles of PVM. It drew on feminist poststructuralism and feminist pedagogy as theoretical lenses to frame the study and to make meaning of the data. Participants in the study were five female pre-service FP teachers who were purposively selected. Data were generated through the visual methods of family photo album, drawing and participatory video, which were first analysed using participatory analysis, and then using thematic analysis. The main purpose of the research was to explore how PVM can facilitate a deeper awareness of GSP in pre-service FP teachers. The secondary aim was to explore their understandings of gender and GSP and how these understandings might facilitate or inhibit GSP among pre-service FP teachers. The pre-service FP teachers’ understandings of gender were elicited using the self as an entry point to explore their own gendered identities which demonstrated their somewhat narrow understanding of how gender is reified in society through mechanisms such as dress and particular performances. They further understood that their own gendered selves can shift and change with time and context. Their understanding of gender further informed their understanding of GSP. The pre-service FP teachers understood GSP as going beyond interchanging roles of girls and boys and that it meant constantly engaging with their own understandings of gender; to review their constructions of FP learners, to see pedagogical moments to teach gender sensitivity, and to recognise that GSP extends beyond the classroom. Finally, the pre-service FP teachers articulated the circumstances that might enable or inhibit their GSP in their classrooms. They recognised how the powerful constructions of gender in a society influence their work, and how, in turn their work might influence society. This translated into them understanding how the ethos of the school might mirror and sustain the hegemonic discourse of society and at the same time how they might begin to question and disrupt the discourse sustained in school. The teacher education programme, with a vested interest in gender equality, is an important mechanism to begin disrupting hegemonic discourses perpetuated in schools. The findings suggest that through its potential for reflexivity and criticality, PVM enabled the pre-service FP teachers to see how their constructions of gender influence their own practices in schools. The findings have implications for FP teacher education programmes in the South African context. Faculties of education could revisit their curriculum to ensure that gender is infused throughout the curriculum, but more importantly, could consider ‘starting with the self’ (Kirk, 2009) as an impetus to learn about how gender is reified in society and in schools. In doing so, faculties of education could also consider tools of analysis such as a feminist poststructural theory to enable the pre-service FP teachers to deepen their understandings but also support the potential to articulate and make meaning of their experiences. Teacher educators could revisit their curriculum content to determine whether the content might perpetuate a narrow view of learning and learners especially with regards to gender and considering pedagogical choices that develop pre-service teachers’ ability to cultivate classroom environments that promote gender equality. Starting with the self is an entry point for pre-service FP teachers to examine their own understanding of gender and see how this might enable GSP in their professional work. PVM, aligned with a feminist pedagogy and feminist poststructuralism, facilitated such a process.
- Full Text:
- Date Issued: 2020
Government size, labour productivity and economic growth in South Africa
- Authors: Mbaleki, Chuma Innocent
- Date: 2020
- Subjects: Economic development -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/48915 , vital:41170
- Description: This study investigates short-run and long-run effects of fiscal consolidation on labour productivity in South Africa using the autoregressive distributed lag bounds testing approach of cointegration. We use quarterly data collected in the period of 1994Q3 to 2017Q1. We disaggregate government expenditure as well as revenue and find a positive and significant long run relationship between revenue variables and labour productivity. This relationship is also positive and significant in the short run except for net tax variable, which seems to be growth contractive. The results further suggest a positive and significant long run relationship between government expenditure on health, public safety and order, culture and recreation as well as education and labour productivity. Government expenditure on education and health variables are also positive and significant in the short run, whilst expenditure on defense is negative and not significant both in the short run and long run.
- Full Text:
- Date Issued: 2020
- Authors: Mbaleki, Chuma Innocent
- Date: 2020
- Subjects: Economic development -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/48915 , vital:41170
- Description: This study investigates short-run and long-run effects of fiscal consolidation on labour productivity in South Africa using the autoregressive distributed lag bounds testing approach of cointegration. We use quarterly data collected in the period of 1994Q3 to 2017Q1. We disaggregate government expenditure as well as revenue and find a positive and significant long run relationship between revenue variables and labour productivity. This relationship is also positive and significant in the short run except for net tax variable, which seems to be growth contractive. The results further suggest a positive and significant long run relationship between government expenditure on health, public safety and order, culture and recreation as well as education and labour productivity. Government expenditure on education and health variables are also positive and significant in the short run, whilst expenditure on defense is negative and not significant both in the short run and long run.
- Full Text:
- Date Issued: 2020
Impact of change management on employee engagement
- Authors: Moche, Boitshoko
- Date: 2020
- Subjects: Personnel management Organizational change
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/49703 , vital:41772
- Description: Change is inevitable and change is necessary; in order for organisations to remain competitive they have to keep on evolving, ensuring that the organisational vision and strategy are aligned to the organisation’s vision, importantly, that the employees have a fulfilling work experience in order to do their best and live up to the organisation’s values. In the high-pressured, agile work environment, it is necessary for the organisations to move their processes with the times, providing information on digital platforms while upskilling the employees and saving time. Employee engagement is defined as the force that drives the organisational success and when achieved it eventually leads to high morale, employee retention, employee trust and loyalty to the organisation and organisational performance The aim of the study was to investigate the impact of change management process on the employee engagement in the workplace. The three identified main factors were readiness for change, process of change and leadership involvement. Change initiatives have been reported to fail by 70% if not implemented effectively and can have a negative impact on how the employees receive the change. The mixed method study approach was used, starting with interviews with the four key players in the organisation to establish how they perceive change and gather new information. It was followed by a quantitative e-survey to departments which have had technological change in the past year. The empirical results showed that the there is a relationship between the factors of change and employee engagement. Importance of readiness for change was highlighted, supporting the need for an organisational analysis followed by a detailed change plan aligned to the organisational vision. Process of change had a positive significance for employee engagement while lack of leadership involvement showed the negative relationship to employee engagement. The findings show how change leadership should work in sync with organisational leadership at all times and should incorporate change management into the organisational DNA.
- Full Text:
- Date Issued: 2020
- Authors: Moche, Boitshoko
- Date: 2020
- Subjects: Personnel management Organizational change
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/49703 , vital:41772
- Description: Change is inevitable and change is necessary; in order for organisations to remain competitive they have to keep on evolving, ensuring that the organisational vision and strategy are aligned to the organisation’s vision, importantly, that the employees have a fulfilling work experience in order to do their best and live up to the organisation’s values. In the high-pressured, agile work environment, it is necessary for the organisations to move their processes with the times, providing information on digital platforms while upskilling the employees and saving time. Employee engagement is defined as the force that drives the organisational success and when achieved it eventually leads to high morale, employee retention, employee trust and loyalty to the organisation and organisational performance The aim of the study was to investigate the impact of change management process on the employee engagement in the workplace. The three identified main factors were readiness for change, process of change and leadership involvement. Change initiatives have been reported to fail by 70% if not implemented effectively and can have a negative impact on how the employees receive the change. The mixed method study approach was used, starting with interviews with the four key players in the organisation to establish how they perceive change and gather new information. It was followed by a quantitative e-survey to departments which have had technological change in the past year. The empirical results showed that the there is a relationship between the factors of change and employee engagement. Importance of readiness for change was highlighted, supporting the need for an organisational analysis followed by a detailed change plan aligned to the organisational vision. Process of change had a positive significance for employee engagement while lack of leadership involvement showed the negative relationship to employee engagement. The findings show how change leadership should work in sync with organisational leadership at all times and should incorporate change management into the organisational DNA.
- Full Text:
- Date Issued: 2020
Impact of digital age on street traders in Buffalo City and preparation for future economic activity
- Authors: Mkonwana, Siyasanga Phiwe
- Date: 2020
- Subjects: LCSH LCSH
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/49681 , vital:41770
- Description: The study was focusing on the street trading as a form of informal trade in Buffalo City, and how the digital age has impacted on the street traders. Street trading is a form of informal trade that takes place in many developing countries. It is mostly located in urban areas, towns and cities where there is foot traffic. Traditionally, street trading has not been recognised as contributing to the economy of a country (Robinson, 2002). The lack of economic acknowledgement has led to street trading issues being largely ignored or referred to urban managers (Lyons and Snoxell, 2005). Digitalisation has shifted the world’s paradigm and has impacted the business and its operations. The world is currently in the ‘digital age’, where everything is done (or will soon be done) through the use of technology such as cell phones, the internet of things (IoT), driverless cars, and three-dimensional (3D) technology (WEF, 2018). Technology also promote continuous new invention and innovation (World Trade Report [WTR], 2017). In the workplace, digitisation is estimated to have an increasingly negative impact on the labour market in the developing countries, leading to higher unemployment rates and low productivity (UNCTA, 2016). Semi-structured focused interviews were used to collect data for the research from 10 street traders in the BCMM area of the Eastern Cape, South Africa. The interviews were undertaken between November 2018 and January 2019. There are two predominant paradigms used for the research, namely the constructivist/ interpretative and the positivist/post-positivist paradigms (Cillisa, 2011). Data analysis was done through linking the empirical data to the propositions and interpretations were done in the last chapter.
- Full Text:
- Date Issued: 2020
Impact of digital age on street traders in Buffalo City and preparation for future economic activity
- Authors: Mkonwana, Siyasanga Phiwe
- Date: 2020
- Subjects: LCSH LCSH
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/49681 , vital:41770
- Description: The study was focusing on the street trading as a form of informal trade in Buffalo City, and how the digital age has impacted on the street traders. Street trading is a form of informal trade that takes place in many developing countries. It is mostly located in urban areas, towns and cities where there is foot traffic. Traditionally, street trading has not been recognised as contributing to the economy of a country (Robinson, 2002). The lack of economic acknowledgement has led to street trading issues being largely ignored or referred to urban managers (Lyons and Snoxell, 2005). Digitalisation has shifted the world’s paradigm and has impacted the business and its operations. The world is currently in the ‘digital age’, where everything is done (or will soon be done) through the use of technology such as cell phones, the internet of things (IoT), driverless cars, and three-dimensional (3D) technology (WEF, 2018). Technology also promote continuous new invention and innovation (World Trade Report [WTR], 2017). In the workplace, digitisation is estimated to have an increasingly negative impact on the labour market in the developing countries, leading to higher unemployment rates and low productivity (UNCTA, 2016). Semi-structured focused interviews were used to collect data for the research from 10 street traders in the BCMM area of the Eastern Cape, South Africa. The interviews were undertaken between November 2018 and January 2019. There are two predominant paradigms used for the research, namely the constructivist/ interpretative and the positivist/post-positivist paradigms (Cillisa, 2011). Data analysis was done through linking the empirical data to the propositions and interpretations were done in the last chapter.
- Full Text:
- Date Issued: 2020
Innovative construction methods to address housing demand in South Africa
- Authors: Tsosane, Mosa Brunette
- Date: 2020
- Subjects: Construction projects -- South Africa -- Management Housing -- South Africa
- Language: English
- Type: Thesis , Masters , MSBE
- Identifier: http://hdl.handle.net/10948/49628 , vital:41742
- Description: In South Africa, there is a prolonged waiting period for the needy to receive subsidy housing. Due to several factors contributing to this housing delivery delay, there is proliferation of informal settlements. The factors include fast-paced urbanization, which is mostly triggered by rural-urban migration that prompts urban growth and its attendant challenges that exert intense demands on the local government, thus the government is unable to keep up with the demands for housing and other related needs. The currently used conventional method (masonry construction) of construction for the construction of subsidy housing is perceived to be procedural and time consuming which is also one of the factors contributing to the delay in housing delivery. According to the research, interventions in the built form could be applied to address these issues. The focus of this study was on the construction aspect of the factors that contribute to the delay/problem. The primary aim for this study was to explore innovative prefabricated modular construction methods, proposed as alternatives to the construction of government subsidy housing in order to address housing demands in informal settlements. The research onion diagram was adopted and methodically followed as the research design for this study, whereby the data collection method that was adopted as part of the research onion was included a Desktop Survey and a Site Survey. The population and sample of this study comprised of a mixed group of participants, which were selected in accordance with the research attributes. The research findings indicate that the modular construction methods can indeed be used as an alternative to address some of the subsidy housing delivery problems. However, the challenge of any new innovative solution is to overcome end-user scepticism as resistance is inevitable. The research recommendation is for this research work to be taken to the next phase which would involve simulations of life size experimental models of these proposed innovative methods of construction, to further assess the viability of these proposed construction methods, before they may be implemented.
- Full Text:
- Date Issued: 2020
- Authors: Tsosane, Mosa Brunette
- Date: 2020
- Subjects: Construction projects -- South Africa -- Management Housing -- South Africa
- Language: English
- Type: Thesis , Masters , MSBE
- Identifier: http://hdl.handle.net/10948/49628 , vital:41742
- Description: In South Africa, there is a prolonged waiting period for the needy to receive subsidy housing. Due to several factors contributing to this housing delivery delay, there is proliferation of informal settlements. The factors include fast-paced urbanization, which is mostly triggered by rural-urban migration that prompts urban growth and its attendant challenges that exert intense demands on the local government, thus the government is unable to keep up with the demands for housing and other related needs. The currently used conventional method (masonry construction) of construction for the construction of subsidy housing is perceived to be procedural and time consuming which is also one of the factors contributing to the delay in housing delivery. According to the research, interventions in the built form could be applied to address these issues. The focus of this study was on the construction aspect of the factors that contribute to the delay/problem. The primary aim for this study was to explore innovative prefabricated modular construction methods, proposed as alternatives to the construction of government subsidy housing in order to address housing demands in informal settlements. The research onion diagram was adopted and methodically followed as the research design for this study, whereby the data collection method that was adopted as part of the research onion was included a Desktop Survey and a Site Survey. The population and sample of this study comprised of a mixed group of participants, which were selected in accordance with the research attributes. The research findings indicate that the modular construction methods can indeed be used as an alternative to address some of the subsidy housing delivery problems. However, the challenge of any new innovative solution is to overcome end-user scepticism as resistance is inevitable. The research recommendation is for this research work to be taken to the next phase which would involve simulations of life size experimental models of these proposed innovative methods of construction, to further assess the viability of these proposed construction methods, before they may be implemented.
- Full Text:
- Date Issued: 2020
Mass housing delivery in addressing housing demand in eThekwini Municipality in KwaZulu-Natal
- Authors: Phiri, Mkhehleni Collen
- Date: 2020
- Subjects: Housing development -- South Africa -- eThekwini Municipality Metropolitan
- Language: English
- Type: Thesis , Masters , MSBE
- Identifier: http://hdl.handle.net/10948/49562 , vital:41736
- Description: This research involved studying and understanding the effectiveness and utility of the mass housing delivery approach to reduce housing demand in the eThekwini Municipality. The study employed a qualitative research approach incorporated with the case study method utilising questionnaires consisting of open and closed ended questions administered to ward councillors. Interviews were conducted with stakeholders involved with low-cost housing. Both structured and unstructured interview techniques were employed. It was found that most people migrate to the city to get closer to workplaces; fast tracking rental accommodation will assist in reducing housing demand. Involvement of community leaders like ward councillors in addressing community needs is essential. Availability of suitable land for housing heavily influences service delivery, government to source more land and make it available for housing. The limited available land can be fully utilised by constructing multi-storey buildings to accommodate more households. It was found that there is a lack of stakeholder involvement and participation in the design and planning of low-cost houses. Government to keep a proper register of people issued with government housing units. Monitoring and follow up during construction and after the handover of the houses found to be lacking on government officials. Eradication of corruption in all stakeholders and departments involved in housing delivery processes will show positive results in the housing sector. Transparency in the housing unit’s allocation is required to ensure proper allocation to needy and deserving beneficiaries.
- Full Text:
- Date Issued: 2020
- Authors: Phiri, Mkhehleni Collen
- Date: 2020
- Subjects: Housing development -- South Africa -- eThekwini Municipality Metropolitan
- Language: English
- Type: Thesis , Masters , MSBE
- Identifier: http://hdl.handle.net/10948/49562 , vital:41736
- Description: This research involved studying and understanding the effectiveness and utility of the mass housing delivery approach to reduce housing demand in the eThekwini Municipality. The study employed a qualitative research approach incorporated with the case study method utilising questionnaires consisting of open and closed ended questions administered to ward councillors. Interviews were conducted with stakeholders involved with low-cost housing. Both structured and unstructured interview techniques were employed. It was found that most people migrate to the city to get closer to workplaces; fast tracking rental accommodation will assist in reducing housing demand. Involvement of community leaders like ward councillors in addressing community needs is essential. Availability of suitable land for housing heavily influences service delivery, government to source more land and make it available for housing. The limited available land can be fully utilised by constructing multi-storey buildings to accommodate more households. It was found that there is a lack of stakeholder involvement and participation in the design and planning of low-cost houses. Government to keep a proper register of people issued with government housing units. Monitoring and follow up during construction and after the handover of the houses found to be lacking on government officials. Eradication of corruption in all stakeholders and departments involved in housing delivery processes will show positive results in the housing sector. Transparency in the housing unit’s allocation is required to ensure proper allocation to needy and deserving beneficiaries.
- Full Text:
- Date Issued: 2020
Needs analysis for a shared economy model within critical spare parts inventory management
- Authors: Macfarlane, Shane
- Date: 2020
- Subjects: Spare parts -- Management , Inventory control
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/48775 , vital:41071
- Description: The lack of spare parts is the predominant reason for machine downtime in organisations. The financial burden of holding spare parts coupled with long delivery times can severely hamper a factory’s attempt to prevent high levels of machine downtime. With the poor management of spare parts, breakdowns become lengthy as the lead times for the delivery of spare parts from an original equipment manufacturer (OEM) may be very long. The productivity and profitability of an organisation are affected by the non-availability of spare parts. Mobley, Higgins and Wikoff (2008, p.2.64) describe critical spare parts (CSP) as spares used on critical machines that are always required to be in stock to receive reduced insurance premiums and hedge against lost production downtime due to machine failures. A shared economy model (SEM) was proposed as a possible solution to some of the problems related to spare parts availability. Botsman and Rogers (2010a) regard the shared economy as the innovative sharing of underutilised assets and facilities. The main research objective (ROM) of this study was to determine the viability and acceptance of using a shared economy model (SEM) within the realm of critical spare parts (CSP) management in the automotive manufacturing sector. To achieve the ROM several secondary objectives were set. A literature review discussed CSP, inventory management models and SEMs. This study used qualitative analysis as it was exploratory and appropriate for studies in which the researcher was unaware of the significant variables to investigate. Qualitative researchers tend to focus on a few participants who can clarify a phenomenon under investigation. To achieve the main research objective (ROM), interviews were conducted with relevant participants from the automotive manufacturing sector. The interviews were semi-structured and the researcher made use of an interview protocol. A sample size of eight was chosen for the research. The sample frame for this research was the East London automotive manufacturing sector. The sessions were audio-recorded and later transcribed verbatim into a text format for analysis via ATLAS.ti software. A grounded theory approach was used for the collection and analysis of the data. Empirical research and analysis revealed eight emergent themes pertinent to the ROM. Themes were categorised as Category 1 for critical spare parts (CSP) and Category for 2 for shared economy models (SEMs), and discussed in Chapter 4. The study concluded with the view that a shared economy model (SEM) for critical spare parts (CSP) inventory management in the East London automotive manufacturing sector was viable and acceptable, provided that it was managed correctly. Future research was suggested to address the economic feasibility of a SEM for CSP inventory management.
- Full Text:
- Date Issued: 2020
- Authors: Macfarlane, Shane
- Date: 2020
- Subjects: Spare parts -- Management , Inventory control
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/48775 , vital:41071
- Description: The lack of spare parts is the predominant reason for machine downtime in organisations. The financial burden of holding spare parts coupled with long delivery times can severely hamper a factory’s attempt to prevent high levels of machine downtime. With the poor management of spare parts, breakdowns become lengthy as the lead times for the delivery of spare parts from an original equipment manufacturer (OEM) may be very long. The productivity and profitability of an organisation are affected by the non-availability of spare parts. Mobley, Higgins and Wikoff (2008, p.2.64) describe critical spare parts (CSP) as spares used on critical machines that are always required to be in stock to receive reduced insurance premiums and hedge against lost production downtime due to machine failures. A shared economy model (SEM) was proposed as a possible solution to some of the problems related to spare parts availability. Botsman and Rogers (2010a) regard the shared economy as the innovative sharing of underutilised assets and facilities. The main research objective (ROM) of this study was to determine the viability and acceptance of using a shared economy model (SEM) within the realm of critical spare parts (CSP) management in the automotive manufacturing sector. To achieve the ROM several secondary objectives were set. A literature review discussed CSP, inventory management models and SEMs. This study used qualitative analysis as it was exploratory and appropriate for studies in which the researcher was unaware of the significant variables to investigate. Qualitative researchers tend to focus on a few participants who can clarify a phenomenon under investigation. To achieve the main research objective (ROM), interviews were conducted with relevant participants from the automotive manufacturing sector. The interviews were semi-structured and the researcher made use of an interview protocol. A sample size of eight was chosen for the research. The sample frame for this research was the East London automotive manufacturing sector. The sessions were audio-recorded and later transcribed verbatim into a text format for analysis via ATLAS.ti software. A grounded theory approach was used for the collection and analysis of the data. Empirical research and analysis revealed eight emergent themes pertinent to the ROM. Themes were categorised as Category 1 for critical spare parts (CSP) and Category for 2 for shared economy models (SEMs), and discussed in Chapter 4. The study concluded with the view that a shared economy model (SEM) for critical spare parts (CSP) inventory management in the East London automotive manufacturing sector was viable and acceptable, provided that it was managed correctly. Future research was suggested to address the economic feasibility of a SEM for CSP inventory management.
- Full Text:
- Date Issued: 2020
Organisational influences and the effects on female advancement within a South African technology organisation
- Authors: Hare, Claire Kim
- Date: 2020
- Subjects: Women in technology -- South Africa -- Eastern Cape.
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/48136 , vital:40503
- Description: The underrepresentation of females within various sectors, specifically the technology industry, remains a concern. Even though there is progression regarding the representation of women in the technology industry, females and other diverse groups are still underrepresented within the IT workforce. Globally, women make up only 25% of technology workers and only 23% of technology workers in South Africa are female. The underrepresentation of women in technology jobs results in the industry lacking an immense amount of brainpower and the potential for innovation. Against this background, the primary objective of this study was to identify the impact that the organisational influences i.e. leadership, organisational culture, barriers and organisational change management has on the advancement of females within a technology organisation. This study was conducted within a South African technology organisation located within the Eastern Cape region. A quantitative approach was adopted, and purposive sampling was used to draw the sample of approximately three hundred personnel, including all managers and employees, within the South African technology organisation for this study. Various findings emerged in terms of the research questions about whether the organisational influences of leadership, organisational culture, barriers and organisational change management has an impact on the advancement of females within the technology organisation. The empirical results revealed that leadership and organisational change management have the strongest positive influence on the advancement of females within the organisation. A key finding within this study is that leadership within the organisation does not promote female advancement. Since literature suggests that leadership is instrumental in shaping the organisational culture of an organisation, the focus of the organisation should be on equipping leadership with the knowledge and skills to influence the rest of the organisation regarding gender equality. An additional recommendation is that the women who currently occupy leadership positions within the organisation could mentor other females to overcome or cope with prejudice and gender experienced.
- Full Text:
- Date Issued: 2020
- Authors: Hare, Claire Kim
- Date: 2020
- Subjects: Women in technology -- South Africa -- Eastern Cape.
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/48136 , vital:40503
- Description: The underrepresentation of females within various sectors, specifically the technology industry, remains a concern. Even though there is progression regarding the representation of women in the technology industry, females and other diverse groups are still underrepresented within the IT workforce. Globally, women make up only 25% of technology workers and only 23% of technology workers in South Africa are female. The underrepresentation of women in technology jobs results in the industry lacking an immense amount of brainpower and the potential for innovation. Against this background, the primary objective of this study was to identify the impact that the organisational influences i.e. leadership, organisational culture, barriers and organisational change management has on the advancement of females within a technology organisation. This study was conducted within a South African technology organisation located within the Eastern Cape region. A quantitative approach was adopted, and purposive sampling was used to draw the sample of approximately three hundred personnel, including all managers and employees, within the South African technology organisation for this study. Various findings emerged in terms of the research questions about whether the organisational influences of leadership, organisational culture, barriers and organisational change management has an impact on the advancement of females within the technology organisation. The empirical results revealed that leadership and organisational change management have the strongest positive influence on the advancement of females within the organisation. A key finding within this study is that leadership within the organisation does not promote female advancement. Since literature suggests that leadership is instrumental in shaping the organisational culture of an organisation, the focus of the organisation should be on equipping leadership with the knowledge and skills to influence the rest of the organisation regarding gender equality. An additional recommendation is that the women who currently occupy leadership positions within the organisation could mentor other females to overcome or cope with prejudice and gender experienced.
- Full Text:
- Date Issued: 2020
Possible futures for the health system of South Africa towards 2030
- Authors: Lourens, Stephanus Johannes
- Date: 2020
- Subjects: Health services administration -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/48720 , vital:41065
- Description: The South African health system is in crisis. To improve access to health services and move towards universal health coverage the South African government has decided to implement National Health Insurance (NHI). The implementation of such health reforms to the health system of SA is further complicated by the rapidly changing technological environment in the form of the fourth industrial revolution. The NHI and the fourth industrial revolution are expected to impact on the health system of the country, but what the impacts will be remain unclear. A review of the theory and practice of future studies support the notion that change management for healthcare organisations operating within the SA health system must be approached differently. The volatility introduced by the NHI within the context of the fourth industrial revolution necessitates the creation of strategic foresight using futures methodologies. The research has attempted to gain an understanding of the impact of National Health Insurance and the fourth industrial revolution on the health system of SA through the creation of possible futures for the health system, in the form of four alternative scenarios, towards 2030. The six pillars of future studies as stated by Inayatullah (2008) were used as a research methodology and assisted in the mapping, anticipation and timing of the issues facing the health system. The future was deepened using causal layered analysis and alternative futures were constructed through double-variable scenario creation methods using the worldviews identified during the causal layered analysis. From the constructed scenarios the research attempted to identify the preferred future for the health system of South Africa. The preferred future was used in the development of the Future Vision for the Health System of South Africa towards 2030. It is clear to achieve the desired health system towards 2030 the private and the public sectors must collaborate to create a hybrid health system which is supported by fourth industrial revolution technologies.
- Full Text:
- Date Issued: 2020
- Authors: Lourens, Stephanus Johannes
- Date: 2020
- Subjects: Health services administration -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/48720 , vital:41065
- Description: The South African health system is in crisis. To improve access to health services and move towards universal health coverage the South African government has decided to implement National Health Insurance (NHI). The implementation of such health reforms to the health system of SA is further complicated by the rapidly changing technological environment in the form of the fourth industrial revolution. The NHI and the fourth industrial revolution are expected to impact on the health system of the country, but what the impacts will be remain unclear. A review of the theory and practice of future studies support the notion that change management for healthcare organisations operating within the SA health system must be approached differently. The volatility introduced by the NHI within the context of the fourth industrial revolution necessitates the creation of strategic foresight using futures methodologies. The research has attempted to gain an understanding of the impact of National Health Insurance and the fourth industrial revolution on the health system of SA through the creation of possible futures for the health system, in the form of four alternative scenarios, towards 2030. The six pillars of future studies as stated by Inayatullah (2008) were used as a research methodology and assisted in the mapping, anticipation and timing of the issues facing the health system. The future was deepened using causal layered analysis and alternative futures were constructed through double-variable scenario creation methods using the worldviews identified during the causal layered analysis. From the constructed scenarios the research attempted to identify the preferred future for the health system of South Africa. The preferred future was used in the development of the Future Vision for the Health System of South Africa towards 2030. It is clear to achieve the desired health system towards 2030 the private and the public sectors must collaborate to create a hybrid health system which is supported by fourth industrial revolution technologies.
- Full Text:
- Date Issued: 2020
Psychological capital and work engagement of employees at a training academy
- Authors: Jacobs, Carel-Theron
- Date: 2020
- Subjects: Work environment -- Psychological aspects
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/48169 , vital:40517
- Description: Having an engaged workforce gives an organisation a competitive advantage. Levels of work engagement are influenced by, amongst other factors, Psychological Capital (PsyCap). The main aim of this study is to determine the influence of PsyCap on the levels of work engagement of employees at a Technical Vocational Education and Training (TVET) college. This study employed a descriptive quantitative research approach with a cross-sectional correlational design. A composite paper-and-pencil questionnaire was distributed to all employees at the TVET college. The questionnaire consisted of the Utrecht Work Engagement Scale (UWES) and PsyCap Questionnaire (PCQ). Descriptive statistics were used to describe the sample (n =195). The relationship between the two variables was analysed using Pearson product-moment correlation coefficients, and multiple regression analysis predicted the value of engagement based on the value of PsyCap. The study confirms previous findings that indicate that PsyCap is positively related work engagement and that work engament can predict PsyCap.
- Full Text:
- Date Issued: 2020
- Authors: Jacobs, Carel-Theron
- Date: 2020
- Subjects: Work environment -- Psychological aspects
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/48169 , vital:40517
- Description: Having an engaged workforce gives an organisation a competitive advantage. Levels of work engagement are influenced by, amongst other factors, Psychological Capital (PsyCap). The main aim of this study is to determine the influence of PsyCap on the levels of work engagement of employees at a Technical Vocational Education and Training (TVET) college. This study employed a descriptive quantitative research approach with a cross-sectional correlational design. A composite paper-and-pencil questionnaire was distributed to all employees at the TVET college. The questionnaire consisted of the Utrecht Work Engagement Scale (UWES) and PsyCap Questionnaire (PCQ). Descriptive statistics were used to describe the sample (n =195). The relationship between the two variables was analysed using Pearson product-moment correlation coefficients, and multiple regression analysis predicted the value of engagement based on the value of PsyCap. The study confirms previous findings that indicate that PsyCap is positively related work engagement and that work engament can predict PsyCap.
- Full Text:
- Date Issued: 2020
Retirement planning activities of mobile phone dealers
- Authors: Kapp, Anton
- Date: 2020
- Subjects: Cell phone systems -- Retirement -- South Africa -- Planning
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/48257 , vital:40757
- Description: The mobile phone industry is one of the most technologically-advanced industries in South Africa, however, little information is available concerning retirement planning activities of mobile phone dealers in this industry. As research into the area of retirement planning and retirement planning activities of mobile phone dealers in the telecommunications industry is thus required, this study intended to fill this gap. The main objective of the study was to investigate whether mobile phone dealers were planning for their retirement and the retirement planning activities they performed. The study also further investigated the retirement activities of the mobile phone dealers’ employees. A case study research in six phases was conducted and data was obtained from 18 participants using a semi-structured interview schedule. The interview guide was prepared to focus on three theoretical themes, namely, retirement activities for retirement, retirement activities at retirement and retirement activities after retirement. The rich qualitative data was transcribed and analysed using content analysis. Most of the participants were male and in the 51+ year age category. The analysis of the feedback from the participants suggested that one out of 18 (5.56%) participants could not retire, seven out of 18 participants (38.89%) participants did not plan to retire, while ten out of 18 (55.56%) had a planned retirement date. A small number of participants actively used the retirement planning activities for employees as a successful retention tool in their businesses in an environment where employee rotation was reported to be high. The study found that the majority of mobile phone dealers had planned and provided for their own retirement. The feedback and recommendations of this study show that employees in the mobile phone dealer businesses lack knowledge on the importance of retirement planning in their lives, and that retirement planning knowledge intervention programmes should be introduced.
- Full Text:
- Date Issued: 2020
- Authors: Kapp, Anton
- Date: 2020
- Subjects: Cell phone systems -- Retirement -- South Africa -- Planning
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/48257 , vital:40757
- Description: The mobile phone industry is one of the most technologically-advanced industries in South Africa, however, little information is available concerning retirement planning activities of mobile phone dealers in this industry. As research into the area of retirement planning and retirement planning activities of mobile phone dealers in the telecommunications industry is thus required, this study intended to fill this gap. The main objective of the study was to investigate whether mobile phone dealers were planning for their retirement and the retirement planning activities they performed. The study also further investigated the retirement activities of the mobile phone dealers’ employees. A case study research in six phases was conducted and data was obtained from 18 participants using a semi-structured interview schedule. The interview guide was prepared to focus on three theoretical themes, namely, retirement activities for retirement, retirement activities at retirement and retirement activities after retirement. The rich qualitative data was transcribed and analysed using content analysis. Most of the participants were male and in the 51+ year age category. The analysis of the feedback from the participants suggested that one out of 18 (5.56%) participants could not retire, seven out of 18 participants (38.89%) participants did not plan to retire, while ten out of 18 (55.56%) had a planned retirement date. A small number of participants actively used the retirement planning activities for employees as a successful retention tool in their businesses in an environment where employee rotation was reported to be high. The study found that the majority of mobile phone dealers had planned and provided for their own retirement. The feedback and recommendations of this study show that employees in the mobile phone dealer businesses lack knowledge on the importance of retirement planning in their lives, and that retirement planning knowledge intervention programmes should be introduced.
- Full Text:
- Date Issued: 2020
Strategies for rural housing provision in Nkobonkobo Village, Alice, Eastern Cape
- Authors: Mnqandi, Nomgqibelo Beauty
- Date: 2020
- Subjects: Housing, Rural -- South Africa -- Alice Public welfare -- South Africa -- Alice
- Language: English
- Type: Thesis , Masters , MDS
- Identifier: http://hdl.handle.net/10948/49692 , vital:41771
- Description: South Africa’s history, pre- and post-democracy, has been designed by different laws which moulded the socio-economic conditions of rural communities in numerous ways. The introduction of democracy in the country created a platform for understanding different rights for many citizens; amongst those rights a right to shelter, proper sanitation, and clean water. The provision of housing by the three spheres of government, local, provincial, and national aimed at addressing these rights for all citizens of the country, which is a privilege for both urban and rural communities. Even though provision of houses for the rural poor was not the priority in the first administration of the democratic government, as time progressed, discussions and implementation of the policy on housing provision for rural communities became a strong political debate. The intensity on housing provision for rural houses as from 2010 became more resilient. The objectives of this study firstly viewed the botches of the Department of Human Settlement, Water and Sanitation and the Municipality to monitor and evaluate infrastructural challenges faced by rural communities who became beneficiaries of houses under Rural Development Programme (RDP). The issue of poor sanitation and access to clean water by rural poor even in the fourth and fifth administration was also a concern of the study. The socio-economic factors on the provision of houses for rural housing beneficiaries was also a major apprehension, and support services provided by the relevant stakeholders to rural housing beneficiaries was also a point for discussion. It is therefore imperative that the study evaluate and recommend strategies that can be put in place for improving housing provision for the rural poor and create sustainable human settlements. The Eastern Cape Province is one of the provinces that are battling with backlogs related to housing provision, high unemployment rates, low rural household incomes, and low levels of education more especially to older citizens, which can create a higher risk of crime more especially by the youth. This study, therefore, attempted to highlight cases of poor administration, since it its findings the issue of wasteful expenditure of people’s taxes when houses constructed for community beneficiaries are not occupied. The absence of these important amenities in any community, poor sanitation and a lack of water which creates food insecurities, because there is no agricultural practice, even at a subsistence level and health communities are in danger more especially women and children. In such cases, poverty becomes rife, and health-related issues tend to expand. Similarly, economic growth and social development becomes limited. This treatise was concerned with the strategies used in the provision of rural housing in South Africa, the Eastern Cape Province. The findings further identify that the legislation that was supposed to be employed by the Department of Human Settlement in the provision of rural housing was not considered as a priority, hence there were many flaws identified. The policies applied in other countries, internationally, were suggested to be used as a benchmark for improving housing provision strategies in rural Eastern Cape municipalities. Since the study had adopted a descriptive approach, meaning the use of secondary data, the issue of public participation in any designed development project in rural communities should be as an important aspect of rural development, The Batho Pele Principles as key instrumental legislation in the government should be taken into serious consideration always more especially the principle of consultation. Rigorous debates are also required to produce policies that are informed by evidence in order to build and produce a better future.
- Full Text:
- Date Issued: 2020
- Authors: Mnqandi, Nomgqibelo Beauty
- Date: 2020
- Subjects: Housing, Rural -- South Africa -- Alice Public welfare -- South Africa -- Alice
- Language: English
- Type: Thesis , Masters , MDS
- Identifier: http://hdl.handle.net/10948/49692 , vital:41771
- Description: South Africa’s history, pre- and post-democracy, has been designed by different laws which moulded the socio-economic conditions of rural communities in numerous ways. The introduction of democracy in the country created a platform for understanding different rights for many citizens; amongst those rights a right to shelter, proper sanitation, and clean water. The provision of housing by the three spheres of government, local, provincial, and national aimed at addressing these rights for all citizens of the country, which is a privilege for both urban and rural communities. Even though provision of houses for the rural poor was not the priority in the first administration of the democratic government, as time progressed, discussions and implementation of the policy on housing provision for rural communities became a strong political debate. The intensity on housing provision for rural houses as from 2010 became more resilient. The objectives of this study firstly viewed the botches of the Department of Human Settlement, Water and Sanitation and the Municipality to monitor and evaluate infrastructural challenges faced by rural communities who became beneficiaries of houses under Rural Development Programme (RDP). The issue of poor sanitation and access to clean water by rural poor even in the fourth and fifth administration was also a concern of the study. The socio-economic factors on the provision of houses for rural housing beneficiaries was also a major apprehension, and support services provided by the relevant stakeholders to rural housing beneficiaries was also a point for discussion. It is therefore imperative that the study evaluate and recommend strategies that can be put in place for improving housing provision for the rural poor and create sustainable human settlements. The Eastern Cape Province is one of the provinces that are battling with backlogs related to housing provision, high unemployment rates, low rural household incomes, and low levels of education more especially to older citizens, which can create a higher risk of crime more especially by the youth. This study, therefore, attempted to highlight cases of poor administration, since it its findings the issue of wasteful expenditure of people’s taxes when houses constructed for community beneficiaries are not occupied. The absence of these important amenities in any community, poor sanitation and a lack of water which creates food insecurities, because there is no agricultural practice, even at a subsistence level and health communities are in danger more especially women and children. In such cases, poverty becomes rife, and health-related issues tend to expand. Similarly, economic growth and social development becomes limited. This treatise was concerned with the strategies used in the provision of rural housing in South Africa, the Eastern Cape Province. The findings further identify that the legislation that was supposed to be employed by the Department of Human Settlement in the provision of rural housing was not considered as a priority, hence there were many flaws identified. The policies applied in other countries, internationally, were suggested to be used as a benchmark for improving housing provision strategies in rural Eastern Cape municipalities. Since the study had adopted a descriptive approach, meaning the use of secondary data, the issue of public participation in any designed development project in rural communities should be as an important aspect of rural development, The Batho Pele Principles as key instrumental legislation in the government should be taken into serious consideration always more especially the principle of consultation. Rigorous debates are also required to produce policies that are informed by evidence in order to build and produce a better future.
- Full Text:
- Date Issued: 2020
Technology readiness of public school teachers : a study in Nelson Mandela Bay Municipality
- Authors: Ebongue, Placide Mbella
- Date: 2020
- Subjects: Teachers -- Training of -- South Africa -- Nelson Mandela Bay Municipality Educational technology -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MDS
- Identifier: http://hdl.handle.net/10948/49659 , vital:41766
- Description: Globally, it is well documented that technology integration (Information & Communication Technology) in teaching & learning environments improve educational experiences and outcomes. The information revolution also conditions the global collective to prioritise and invest in education. In South Africa, basic education is increasingly aiming to integrate technology in its teaching and learning processes, as is already common practice in the higher learning environment. Policies and supporting educational legislation must, therefore, be geared to steer teacher training emphasis in this regard, especially for primary schools. To anchor economic developments, important parameters to consider, include the readiness of teachers to use technology in the classroom, measured through the technology readiness index (TRI) and a variety of demographic indices. These reveal trends among teachers and their interaction with learners while delivering subject content in the classroom. In the Nelson Mandela Bay Municipality (NMBM) (Port Elizabeth and Uitenhage) area, Eastern Cape, South Africa, 32 schools totalling 70 teachers were evaluated using an online survey, based on a TRI model, initially developed by Parasuraman and later refined by Parasuraman and Colby. Results showed that teachers in the NMBM area have a medium to high technology propensity, with a readiness index score of 3.445 out of five. The demographic analysis also revealed that teachers are optimistic about technology and motivated about making it work in their classroom. These positive indicators towards technology (ICT) adoption encourage economic investments in basic education; however, further study is recommended to investigate implementation (and comparison to other provinces), therefore, informing the specific magnitude and type of investments needed in the Eastern Cape. An implementation model, which promotes ICT policy with a combination of software, hardware and internet access, appropriately incorporated in teaching and learning objectives, is encouraged to promote economic developments.
- Full Text:
- Date Issued: 2020
- Authors: Ebongue, Placide Mbella
- Date: 2020
- Subjects: Teachers -- Training of -- South Africa -- Nelson Mandela Bay Municipality Educational technology -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MDS
- Identifier: http://hdl.handle.net/10948/49659 , vital:41766
- Description: Globally, it is well documented that technology integration (Information & Communication Technology) in teaching & learning environments improve educational experiences and outcomes. The information revolution also conditions the global collective to prioritise and invest in education. In South Africa, basic education is increasingly aiming to integrate technology in its teaching and learning processes, as is already common practice in the higher learning environment. Policies and supporting educational legislation must, therefore, be geared to steer teacher training emphasis in this regard, especially for primary schools. To anchor economic developments, important parameters to consider, include the readiness of teachers to use technology in the classroom, measured through the technology readiness index (TRI) and a variety of demographic indices. These reveal trends among teachers and their interaction with learners while delivering subject content in the classroom. In the Nelson Mandela Bay Municipality (NMBM) (Port Elizabeth and Uitenhage) area, Eastern Cape, South Africa, 32 schools totalling 70 teachers were evaluated using an online survey, based on a TRI model, initially developed by Parasuraman and later refined by Parasuraman and Colby. Results showed that teachers in the NMBM area have a medium to high technology propensity, with a readiness index score of 3.445 out of five. The demographic analysis also revealed that teachers are optimistic about technology and motivated about making it work in their classroom. These positive indicators towards technology (ICT) adoption encourage economic investments in basic education; however, further study is recommended to investigate implementation (and comparison to other provinces), therefore, informing the specific magnitude and type of investments needed in the Eastern Cape. An implementation model, which promotes ICT policy with a combination of software, hardware and internet access, appropriately incorporated in teaching and learning objectives, is encouraged to promote economic developments.
- Full Text:
- Date Issued: 2020
The effect of leadership styles on employee happiness in the South African automotive manufacturing industry
- Authors: Mabuza, Nhlamulo G
- Date: 2020
- Subjects: Automobile industry workers -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/48764 , vital:41069
- Description: Employee happiness has in recent years become an area of interest in various research studies. Many studies have shown that happier employees can contribute to increased revenues and improved productivity levels in organisations. Some of the characteristics of happy employees are working well beyond the job scope, always being willing to learn, always being willing to help colleagues or leaders, and taking responsibility for their work. The efforts of these happy employees ensure that the goals and objectives set out by an organisation are achieved. Leadership has become more challenging in recent years due to the effects of globalisation such as increased global competition, increased workplace diversity and increased productivity. Leadership also plays a role in the happiness of employees in the workplace who are required to implement initiatives that keep them relevant and competitive. Different leadership styles are used by leaders to support their workforce in reaching the objectives of the organisation. The purpose of this study was to investigate the effect of leadership styles on employee happiness in the South African automotive manufacturing industry. Leadership styles were investigated using both secondary research comprising a literature review and primary research involving an empirical study. They included situational leadership, Machiavellian leadership, authentic leadership, charismatic leadership and servant leadership. In the quantitative study, a total of 104 electronic surveys were circulated. Initially they were distributed through convenience sampling and subsequently they were snowballed to other staff-level employees working for various automotive manufacturing companies within the Eastern Cape Province of South Africa. The survey designed for data collection consisted of 5 point Likert scale questions. Out of the 104 surveys circulated, 102 were returned with consent to be used for this study. One of the findings of the study was that Machiavellian leadership was the only leadership style that related negatively to the happiness of employees in the South African automotive manufacturing industry. All the other leadership styles tested − situational leadership, authentic leadership, charismatic leadership and servant leadership − were positively related to employee happiness. In addition, organisational culture was an intervening variable that partially mediated the relationships between each of the tested leadership styles and employee happiness. The relationships between situational leadership and employee happiness and between charismatic leadership and employee happiness were partially mediated by organisational culture. Relationships between Machiavellian leadership and employee happiness, authentic leadership and employee happiness, and servant leadership and employee happiness were all fully mediated by organisational culture. From these findings, recommendations and conclusions were made which could add value to the issue of employee happiness in the workplace, specifically in the South African automotive manufacturing industry.
- Full Text:
- Date Issued: 2020
- Authors: Mabuza, Nhlamulo G
- Date: 2020
- Subjects: Automobile industry workers -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/48764 , vital:41069
- Description: Employee happiness has in recent years become an area of interest in various research studies. Many studies have shown that happier employees can contribute to increased revenues and improved productivity levels in organisations. Some of the characteristics of happy employees are working well beyond the job scope, always being willing to learn, always being willing to help colleagues or leaders, and taking responsibility for their work. The efforts of these happy employees ensure that the goals and objectives set out by an organisation are achieved. Leadership has become more challenging in recent years due to the effects of globalisation such as increased global competition, increased workplace diversity and increased productivity. Leadership also plays a role in the happiness of employees in the workplace who are required to implement initiatives that keep them relevant and competitive. Different leadership styles are used by leaders to support their workforce in reaching the objectives of the organisation. The purpose of this study was to investigate the effect of leadership styles on employee happiness in the South African automotive manufacturing industry. Leadership styles were investigated using both secondary research comprising a literature review and primary research involving an empirical study. They included situational leadership, Machiavellian leadership, authentic leadership, charismatic leadership and servant leadership. In the quantitative study, a total of 104 electronic surveys were circulated. Initially they were distributed through convenience sampling and subsequently they were snowballed to other staff-level employees working for various automotive manufacturing companies within the Eastern Cape Province of South Africa. The survey designed for data collection consisted of 5 point Likert scale questions. Out of the 104 surveys circulated, 102 were returned with consent to be used for this study. One of the findings of the study was that Machiavellian leadership was the only leadership style that related negatively to the happiness of employees in the South African automotive manufacturing industry. All the other leadership styles tested − situational leadership, authentic leadership, charismatic leadership and servant leadership − were positively related to employee happiness. In addition, organisational culture was an intervening variable that partially mediated the relationships between each of the tested leadership styles and employee happiness. The relationships between situational leadership and employee happiness and between charismatic leadership and employee happiness were partially mediated by organisational culture. Relationships between Machiavellian leadership and employee happiness, authentic leadership and employee happiness, and servant leadership and employee happiness were all fully mediated by organisational culture. From these findings, recommendations and conclusions were made which could add value to the issue of employee happiness in the workplace, specifically in the South African automotive manufacturing industry.
- Full Text:
- Date Issued: 2020
The impact of job satisfaction, motivation and job stress on employees’ innovative behaviour
- Authors: Moeng, Mpho Solomon
- Date: 2020
- Subjects: Job satisfaction Attitude (Psychology)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/49714 , vital:41774
- Description: In the fast-paced world of today, innovation is more relevant now than at any other time in our history. The dynamic nature of today’s business landscape presents complex challenges to organisations at macro and micro environment levels. To survive these challenging times, innovation has been identified to play a vital part in finding and developing opportunities for growth and sustaining a competitive edge. It is with no surprise that researchers have long sought to find the root drivers of great innovation. The consensus is that employees are the engine behind innovation and that innovation within an organisation is a direct result of employees engaging in innovative behaviour. Organisations that fail to tap into the creative potential of their employees lose out on benefits and advantages of being innovative organisations. There are various factors that influence employees’ engagement in innovative behaviour, and research into the topic has considered the influence of different factors such as: individual traits, natural inclinations to innovation, motivation, emotions, organisational culture, job requirements, leadership, and social relations. The purpose of this study was to empirically investigate the influence and significance of job satisfaction, perceived colleague support, perceived leadership support, perceived organisational support and job stress on employees’ engagement in innovative behaviour. Based on a review of current literature, the study investigated hypothesised direct and indirect relationships that exist between these factors and that can be used to improve the levels of employees’ engagement in innovation behaviour in Eskom distribution in the Eastern Cape operating unit. The study used on-line questionnaires to survey Eskom Distribution ECOU employees. 141 employees participated in the survey. Majority of the respondents were males and were from Specialised Maintenance and Support department. A large number of the respondents are university and Technikon graduates with half a decade or more in years of service to Eskom. The results of the survey show that there is a significant positive relationship between job satisfaction, colleague support, leadership support organisational support and innovative behavior. From this finding the researcher recommended that management that improves the levels of employee engagement in innovative behaviour by focusing on issues pertaining to job satisfaction, colleague support, leadership support and organisational support.
- Full Text:
- Date Issued: 2020
- Authors: Moeng, Mpho Solomon
- Date: 2020
- Subjects: Job satisfaction Attitude (Psychology)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/49714 , vital:41774
- Description: In the fast-paced world of today, innovation is more relevant now than at any other time in our history. The dynamic nature of today’s business landscape presents complex challenges to organisations at macro and micro environment levels. To survive these challenging times, innovation has been identified to play a vital part in finding and developing opportunities for growth and sustaining a competitive edge. It is with no surprise that researchers have long sought to find the root drivers of great innovation. The consensus is that employees are the engine behind innovation and that innovation within an organisation is a direct result of employees engaging in innovative behaviour. Organisations that fail to tap into the creative potential of their employees lose out on benefits and advantages of being innovative organisations. There are various factors that influence employees’ engagement in innovative behaviour, and research into the topic has considered the influence of different factors such as: individual traits, natural inclinations to innovation, motivation, emotions, organisational culture, job requirements, leadership, and social relations. The purpose of this study was to empirically investigate the influence and significance of job satisfaction, perceived colleague support, perceived leadership support, perceived organisational support and job stress on employees’ engagement in innovative behaviour. Based on a review of current literature, the study investigated hypothesised direct and indirect relationships that exist between these factors and that can be used to improve the levels of employees’ engagement in innovation behaviour in Eskom distribution in the Eastern Cape operating unit. The study used on-line questionnaires to survey Eskom Distribution ECOU employees. 141 employees participated in the survey. Majority of the respondents were males and were from Specialised Maintenance and Support department. A large number of the respondents are university and Technikon graduates with half a decade or more in years of service to Eskom. The results of the survey show that there is a significant positive relationship between job satisfaction, colleague support, leadership support organisational support and innovative behavior. From this finding the researcher recommended that management that improves the levels of employee engagement in innovative behaviour by focusing on issues pertaining to job satisfaction, colleague support, leadership support and organisational support.
- Full Text:
- Date Issued: 2020
The influence of online service quality on future purchasing intent
- Authors: Gelderbloem, Kirsten
- Date: 2020
- Subjects: Electronic commerce -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/48114 , vital:40490
- Description: The rapid advancements in technology has seen a growing shift in retail industry trends, with many retailers establishing online shopping platforms. Though online shopping was initially more popular in other parts of the world, it is fast becoming more popular in South Africa. Many South Africans are now starting to feel more comfortable with the experience, convenience and benefits of online shopping and thus it is important for researchers and experts to gain a better understanding of customers’ experiences in this regard. Furthermore, customer service and quality of service in the online shopping space tends to be relatively different to customer service and quality experienced at a traditional retail store. Therefore, understanding customer service and quality of service within the online retail space is also a critical area to be researched. The aim of this study is thus is to assist retailers and managers to better understand customer service quality of online shopping platforms and how these online shopping platforms perform in terms of its reliability, assurance, tangibility, empathy, and responsiveness dimensions of service quality. An empirical study, consisting of a questionnaire was conducted amongst 88 South African males and females from the various generational cohorts who utilise online shopping platforms. Furthermore, the purpose of this study was to evaluate the service quality experiences of customers who make use of online shopping platforms. The key findings indicated that reliability, tangibility and empathy are the key determinants affecting a customer’s intention to purchase from an online shopping platform. Furthermore, recommendations were made to retailers and managers to consistently focus on remaining reliable in terms of delivering goods as promised; accepting returns and offering refunds, as well as maintaining accurate client and product information; consistently striving towards providing exceptional tangible experiences, such as maintaining a visually appealing website that is easy to navigate, safe and secure to conduct transactions and, to always ensure that customer service agents show empathy towards to their customers.
- Full Text:
- Date Issued: 2020
- Authors: Gelderbloem, Kirsten
- Date: 2020
- Subjects: Electronic commerce -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/48114 , vital:40490
- Description: The rapid advancements in technology has seen a growing shift in retail industry trends, with many retailers establishing online shopping platforms. Though online shopping was initially more popular in other parts of the world, it is fast becoming more popular in South Africa. Many South Africans are now starting to feel more comfortable with the experience, convenience and benefits of online shopping and thus it is important for researchers and experts to gain a better understanding of customers’ experiences in this regard. Furthermore, customer service and quality of service in the online shopping space tends to be relatively different to customer service and quality experienced at a traditional retail store. Therefore, understanding customer service and quality of service within the online retail space is also a critical area to be researched. The aim of this study is thus is to assist retailers and managers to better understand customer service quality of online shopping platforms and how these online shopping platforms perform in terms of its reliability, assurance, tangibility, empathy, and responsiveness dimensions of service quality. An empirical study, consisting of a questionnaire was conducted amongst 88 South African males and females from the various generational cohorts who utilise online shopping platforms. Furthermore, the purpose of this study was to evaluate the service quality experiences of customers who make use of online shopping platforms. The key findings indicated that reliability, tangibility and empathy are the key determinants affecting a customer’s intention to purchase from an online shopping platform. Furthermore, recommendations were made to retailers and managers to consistently focus on remaining reliable in terms of delivering goods as promised; accepting returns and offering refunds, as well as maintaining accurate client and product information; consistently striving towards providing exceptional tangible experiences, such as maintaining a visually appealing website that is easy to navigate, safe and secure to conduct transactions and, to always ensure that customer service agents show empathy towards to their customers.
- Full Text:
- Date Issued: 2020