A context-aware model to improve usability of information presented on mobile devices
- Authors: Ntawanga, Felix Fred
- Date: 2014
- Subjects: Context-aware computing , Online information services
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:10495 , http://hdl.handle.net/10948/d1020768
- Description: Online information access on mobile devices is increasing as a result of the growth in the use of Internet-enabled handheld (or pocket-size) devices. The combined influence of recent enabling technologies such as Web 2.0, mobile app stores and improved wireless networks have driven the increase in online applications that allow users to access various types of information on mobile devices regardless of time and location. Examples of such applications (usually shortened to app) include: social media, such as FacebookTM App and TwitterTM App, banking applications such as (Standard Bank South Africa)TM Mobile Banking App and First National Bank (FNB) BankingTM App, and news application such as news 24TM App and BBCTM News App. Online businesses involved in buying, selling and business transaction processing activities via the Internet have exploited the opportunity to extend electronic commerce (e-commerce) initiatives into mobile commerce (m-commerce). Online businesses that interact with end user customers implement business to consumer (B2C) m-commerce applications that enable customers to access and browse product catalogue information on mobile devices, anytime, anywhere. Customers accessing electronic product catalogue information on a mobile device face a number of challenges such as a long list of products presented on a small screen and a longer information download time. These challenges mainly originate from the limiting and dynamic nature of the mobile apps operating environment, for example, dynamic location, bandwidth fluctuations and, diverse and limited device features, collectively referred to as context. The goal of this research was to design and implement a context-aware model that can be incorporated into an m-commerce application in order to improve the presentation of product catalogue information on m-commerce storefronts. The motivation for selecting product catalogue is prompted by literature which indicates that improved presentation of information in m-commerce (and e-commerce) applications has a positive impact on usability of the websites. Usable m-commerce (and e-commerce) websites improve efficiency in consumer behaviour that impacts sales, profits and business growth. The context-aware model aimed at collecting context information within the user environment and utilising it to determine optimal retrieval and presentation of product catalogue in m-commerce. An integrated logical context sensor and Mathematical algorithms were implemented in the context-aware model. The integrated logical context sensor was responsible for the collection of different types of predetermined context information such as device specification or capabilities, connection bandwidth, location and time of the day as well as the user profile. The algorithms transformed the collected context information into usable formats and enabled optimal retrieval and presentation of product catalogue data on a specific mobile device. Open-source implementation tools were utilised to implement components of the model including: HTML5, PhP, JavaScript and MySQL database. The context-aware model was incorporated into an existing m-commerce application. Two user evaluation studies were conducted during the course of the research. The first evaluation was to evaluate the accuracy of information collected by the context sensor component of the model. This survey was conducted with a sample of 30 users from different countries across the world. In-between the context sensor and main evaluation surveys, a pilot study was conducted with a sample of 19 users with great experience in mobile application development and use from SAP Next Business and Technology, Africa. Finally an overall user evaluation study was conducted with a sample of 30 users from a remote area called Kgautswane in Limpopo Province, South Africa. The results obtained indicate that the context-aware model was able to determine accurate context information in real-time and effectively determine how much product information should be retrieved and how the information should be presented on a mobile device interface. Two main contributions emerged from the research, first the research contributed to the field of mobile Human Computer Interaction. During the research, techniques of evaluating and improving usability of mobile applications were demonstrated. Secondly, the research made a significant contribution to the upcoming field of context-aware computing. The research brought clarity with regard to context-aware computing which is lacking in existing, current research despite the field’s proven impact of improving usability of applications. Researchers can utilise contributions made in this research to develop further techniques and usable context-aware solutions.
- Full Text:
- Date Issued: 2014
- Authors: Ntawanga, Felix Fred
- Date: 2014
- Subjects: Context-aware computing , Online information services
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:10495 , http://hdl.handle.net/10948/d1020768
- Description: Online information access on mobile devices is increasing as a result of the growth in the use of Internet-enabled handheld (or pocket-size) devices. The combined influence of recent enabling technologies such as Web 2.0, mobile app stores and improved wireless networks have driven the increase in online applications that allow users to access various types of information on mobile devices regardless of time and location. Examples of such applications (usually shortened to app) include: social media, such as FacebookTM App and TwitterTM App, banking applications such as (Standard Bank South Africa)TM Mobile Banking App and First National Bank (FNB) BankingTM App, and news application such as news 24TM App and BBCTM News App. Online businesses involved in buying, selling and business transaction processing activities via the Internet have exploited the opportunity to extend electronic commerce (e-commerce) initiatives into mobile commerce (m-commerce). Online businesses that interact with end user customers implement business to consumer (B2C) m-commerce applications that enable customers to access and browse product catalogue information on mobile devices, anytime, anywhere. Customers accessing electronic product catalogue information on a mobile device face a number of challenges such as a long list of products presented on a small screen and a longer information download time. These challenges mainly originate from the limiting and dynamic nature of the mobile apps operating environment, for example, dynamic location, bandwidth fluctuations and, diverse and limited device features, collectively referred to as context. The goal of this research was to design and implement a context-aware model that can be incorporated into an m-commerce application in order to improve the presentation of product catalogue information on m-commerce storefronts. The motivation for selecting product catalogue is prompted by literature which indicates that improved presentation of information in m-commerce (and e-commerce) applications has a positive impact on usability of the websites. Usable m-commerce (and e-commerce) websites improve efficiency in consumer behaviour that impacts sales, profits and business growth. The context-aware model aimed at collecting context information within the user environment and utilising it to determine optimal retrieval and presentation of product catalogue in m-commerce. An integrated logical context sensor and Mathematical algorithms were implemented in the context-aware model. The integrated logical context sensor was responsible for the collection of different types of predetermined context information such as device specification or capabilities, connection bandwidth, location and time of the day as well as the user profile. The algorithms transformed the collected context information into usable formats and enabled optimal retrieval and presentation of product catalogue data on a specific mobile device. Open-source implementation tools were utilised to implement components of the model including: HTML5, PhP, JavaScript and MySQL database. The context-aware model was incorporated into an existing m-commerce application. Two user evaluation studies were conducted during the course of the research. The first evaluation was to evaluate the accuracy of information collected by the context sensor component of the model. This survey was conducted with a sample of 30 users from different countries across the world. In-between the context sensor and main evaluation surveys, a pilot study was conducted with a sample of 19 users with great experience in mobile application development and use from SAP Next Business and Technology, Africa. Finally an overall user evaluation study was conducted with a sample of 30 users from a remote area called Kgautswane in Limpopo Province, South Africa. The results obtained indicate that the context-aware model was able to determine accurate context information in real-time and effectively determine how much product information should be retrieved and how the information should be presented on a mobile device interface. Two main contributions emerged from the research, first the research contributed to the field of mobile Human Computer Interaction. During the research, techniques of evaluating and improving usability of mobile applications were demonstrated. Secondly, the research made a significant contribution to the upcoming field of context-aware computing. The research brought clarity with regard to context-aware computing which is lacking in existing, current research despite the field’s proven impact of improving usability of applications. Researchers can utilise contributions made in this research to develop further techniques and usable context-aware solutions.
- Full Text:
- Date Issued: 2014
A critical analysis of ethnic conflict in Kenya : the politicisation of ethnicity in Kenya subsequent to the 2007 elections
- Authors: Daweti, Siyabulela
- Date: 2014
- Subjects: Ethnic conflict -- Kenya , Kenya -- Politics and government
- Language: English
- Type: Thesis , Masters , MPhil
- Identifier: vital:8345 , http://hdl.handle.net/10948/d1020780
- Description: This study examines the interface between Kenyan politics and ethnicity. More specifically it examines why ethnicity is at the core of Kenyan politics. Although this study discusses how colonialism influenced the ethnicisation of African politics, it focuses more on the era of post-colonial politics. The objective of the study is to investigate how post-colonial Kenyan leaders have shaped the content of Kenyan politics. This study explores ethnic conflicts in Kenya, more especially the 2008 conflict. In order to provide a clear framework for the analysis of Kenyan society, Zambian politics and its social dynamics were also examined in this study. In terms of political development and other variables, one could describe Zambia as Kenya’s peer. It is, therefore, an ideal country against which to evaluate Kenya. In terms research methodology, this study has taken a descriptive and an explanatory approach. Thematic and content analysis has also been employed as data analysis methods. This study has established that the manner in which Kenyan politics are organised is centred on ethnicity. The study found that Kenya’s unique political and social components have predisposed Kenya to ethnic conflicts. For example, a political future within Kenyan political parties and in public office is heavily influenced by one’s ethnicity. Ethnicity also plays a role in the nature of political coalitions. As a solution to the Kenyan problem, this author has recommended that Kenya’s politics (and political campaigns) be based on issues related to the development of Kenyan society, rather than ethnicity. Those in public office should also elevate national identity above ethnic identity.
- Full Text:
- Date Issued: 2014
- Authors: Daweti, Siyabulela
- Date: 2014
- Subjects: Ethnic conflict -- Kenya , Kenya -- Politics and government
- Language: English
- Type: Thesis , Masters , MPhil
- Identifier: vital:8345 , http://hdl.handle.net/10948/d1020780
- Description: This study examines the interface between Kenyan politics and ethnicity. More specifically it examines why ethnicity is at the core of Kenyan politics. Although this study discusses how colonialism influenced the ethnicisation of African politics, it focuses more on the era of post-colonial politics. The objective of the study is to investigate how post-colonial Kenyan leaders have shaped the content of Kenyan politics. This study explores ethnic conflicts in Kenya, more especially the 2008 conflict. In order to provide a clear framework for the analysis of Kenyan society, Zambian politics and its social dynamics were also examined in this study. In terms of political development and other variables, one could describe Zambia as Kenya’s peer. It is, therefore, an ideal country against which to evaluate Kenya. In terms research methodology, this study has taken a descriptive and an explanatory approach. Thematic and content analysis has also been employed as data analysis methods. This study has established that the manner in which Kenyan politics are organised is centred on ethnicity. The study found that Kenya’s unique political and social components have predisposed Kenya to ethnic conflicts. For example, a political future within Kenyan political parties and in public office is heavily influenced by one’s ethnicity. Ethnicity also plays a role in the nature of political coalitions. As a solution to the Kenyan problem, this author has recommended that Kenya’s politics (and political campaigns) be based on issues related to the development of Kenyan society, rather than ethnicity. Those in public office should also elevate national identity above ethnic identity.
- Full Text:
- Date Issued: 2014
A critical analysis of Public Administration policies and strategies towards assisting child headed household, at Amathole District
- Authors: Gola, Nomathemba Leticia
- Date: 2014
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11744 , http://hdl.handle.net/10353/d1018523
- Description: The purpose of this study was to critically analyze the impact of Public Policies towards assisting of child headed households with a special focus on those infected and affected by HIV/AIDS at Amathole District. The research was aimed at analyzing the impact, gaps and weaknesses of public Policies towards assisting these children and the challenges they experienced on surviving without an adult figure in their lives. The fieldwork exercise was extracted from desktop, documents, newspapers, publications, journals, public speeches departmental reports. The data was gathered using in-depth interviews. In-depth interviews were the most appropriate research method in this research since it is a means of eliciting relevant and valuable details to be raised in order to understand the coping/survival strategies of child headed households (CHHs). Findings indicate that the governments departments should work together to ascertain government objectives. Older siblings become caregivers to the younger sibling, and shoulder the burden of adopting survival strategies which include doing part time jobs, begging only to mention a few. The social grants and the foster grant also act as a safety net to child headed households.
- Full Text:
- Date Issued: 2014
- Authors: Gola, Nomathemba Leticia
- Date: 2014
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11744 , http://hdl.handle.net/10353/d1018523
- Description: The purpose of this study was to critically analyze the impact of Public Policies towards assisting of child headed households with a special focus on those infected and affected by HIV/AIDS at Amathole District. The research was aimed at analyzing the impact, gaps and weaknesses of public Policies towards assisting these children and the challenges they experienced on surviving without an adult figure in their lives. The fieldwork exercise was extracted from desktop, documents, newspapers, publications, journals, public speeches departmental reports. The data was gathered using in-depth interviews. In-depth interviews were the most appropriate research method in this research since it is a means of eliciting relevant and valuable details to be raised in order to understand the coping/survival strategies of child headed households (CHHs). Findings indicate that the governments departments should work together to ascertain government objectives. Older siblings become caregivers to the younger sibling, and shoulder the burden of adopting survival strategies which include doing part time jobs, begging only to mention a few. The social grants and the foster grant also act as a safety net to child headed households.
- Full Text:
- Date Issued: 2014
A critical analysis of service delivery system in the health institutions: a case study of Queenstown Private Hospital in Chris Hani District 2013
- Authors: Zonke, Noncendo
- Date: 2014
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11709 , http://hdl.handle.net/10353/d1015240
- Description: Service delivery challenges have been reported between from the health care industry more especially in the Eastern Cape Province this is due to a number of factors such as job satisfaction, productivity, absenteeism and turnover among healthcare employees and as such it affects employees’ organizational commitment and the quality of healthcare services. The aim of the study was to determine the factors influencing job satisfaction among healthcare professionals at Queenstown Private Hospital in relation to the service delivery. The study was conducted among 30 participants. Self-administered questionnaires were used to collect data from the participants. Data was then analysed using statistical tools such as pie charts and graphs. The results showed a high level of job satisfaction result in optimum service delivery in the service industry, more especially in the Queenstown private hospital. Almost 90% of participants were satisfied with their jobs, and there was a high level association between job satisfaction and socio-demographic characteristics. Variables such as opportunity to develop, responsibility, patient care and staff relations were found to be significantly influencing job satisfaction and there was a significant positive medium association between job satisfaction and opportunity to develop,responsibility, patient care and staff relations for both clinical and clinical support staff and consequently the employee performance in their jobs, which resulted in the improved delivery of health care in the hospital at all the times. Satisfaction with one’s job can affect not only motivation at work but also career decisions, relationship with others and personal health. Job satisfaction is also an essential part of ensuring high quality care. Dissatisfied healthcare providers give poor quality, less efficient care.
- Full Text:
- Date Issued: 2014
- Authors: Zonke, Noncendo
- Date: 2014
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11709 , http://hdl.handle.net/10353/d1015240
- Description: Service delivery challenges have been reported between from the health care industry more especially in the Eastern Cape Province this is due to a number of factors such as job satisfaction, productivity, absenteeism and turnover among healthcare employees and as such it affects employees’ organizational commitment and the quality of healthcare services. The aim of the study was to determine the factors influencing job satisfaction among healthcare professionals at Queenstown Private Hospital in relation to the service delivery. The study was conducted among 30 participants. Self-administered questionnaires were used to collect data from the participants. Data was then analysed using statistical tools such as pie charts and graphs. The results showed a high level of job satisfaction result in optimum service delivery in the service industry, more especially in the Queenstown private hospital. Almost 90% of participants were satisfied with their jobs, and there was a high level association between job satisfaction and socio-demographic characteristics. Variables such as opportunity to develop, responsibility, patient care and staff relations were found to be significantly influencing job satisfaction and there was a significant positive medium association between job satisfaction and opportunity to develop,responsibility, patient care and staff relations for both clinical and clinical support staff and consequently the employee performance in their jobs, which resulted in the improved delivery of health care in the hospital at all the times. Satisfaction with one’s job can affect not only motivation at work but also career decisions, relationship with others and personal health. Job satisfaction is also an essential part of ensuring high quality care. Dissatisfied healthcare providers give poor quality, less efficient care.
- Full Text:
- Date Issued: 2014
A critical analysis of the implementation of essential service clause of labour relations act by unions : a case study of the Eastern Cape administration
- Authors: Nokele, Thobile Dumile
- Date: 2014
- Subjects: Labor laws and legislation--South Africa Contracting out--Law and legislation--South Africa Labor unions--Law and legislation--South Africa
- Language: English
- Type: Thesis , Masters , Public Administration
- Identifier: http://hdl.handle.net/10353/17349 , vital:40958
- Description: Strikes are prohibited in essential services workplace yet they take place on a regular basis. There seems to be no way to curb strikes despite the fact that they should not be happening at all in the essential services as they are designated as such. The rationale behind the prohibition of strikes in essential services is that the communities are adversely affected as they are dependent on these services. Whilst the constitution of the land grants the right to strike, it also limits the right to strike to the designated workplaces which are essential to the communities. The reason to limit the right to strike in these work places is to ensure that the people do not experience hardship during the strike action. However the opposite happens as the people always suffer whenever a general strike takes place. They would be denied access to public hospitals and receive no medication as there would be no one attending them. The strikes in municipality would mean no clear water and electricity for the people. The Labour Relations Act is also clear on the essential services. The question then is why are the strikes allowed to take place in essential services. Why the law is not implemented to ensure that people have access to their constitutional right to service? The other question would be what is done to address the strike in essential services especially with labour organizations which should be aware of the implications in terms of legislation. The research therefore focuses on strikes in essential service and the hardship that caused especially to the poor who are dependent on these services. The literature shows that the constitution read with Labour Relations Act has laid down the framework to the deal with conflict in essential services as well as structures for engagement. Some findings from the research indicate that the workers do not understand the implications of strikes in essential services as well as for the communities. The recommendation would be to work-shop the workers on the implications of strikes in essential services as well as especial arrangements applicable.
- Full Text:
- Date Issued: 2014
- Authors: Nokele, Thobile Dumile
- Date: 2014
- Subjects: Labor laws and legislation--South Africa Contracting out--Law and legislation--South Africa Labor unions--Law and legislation--South Africa
- Language: English
- Type: Thesis , Masters , Public Administration
- Identifier: http://hdl.handle.net/10353/17349 , vital:40958
- Description: Strikes are prohibited in essential services workplace yet they take place on a regular basis. There seems to be no way to curb strikes despite the fact that they should not be happening at all in the essential services as they are designated as such. The rationale behind the prohibition of strikes in essential services is that the communities are adversely affected as they are dependent on these services. Whilst the constitution of the land grants the right to strike, it also limits the right to strike to the designated workplaces which are essential to the communities. The reason to limit the right to strike in these work places is to ensure that the people do not experience hardship during the strike action. However the opposite happens as the people always suffer whenever a general strike takes place. They would be denied access to public hospitals and receive no medication as there would be no one attending them. The strikes in municipality would mean no clear water and electricity for the people. The Labour Relations Act is also clear on the essential services. The question then is why are the strikes allowed to take place in essential services. Why the law is not implemented to ensure that people have access to their constitutional right to service? The other question would be what is done to address the strike in essential services especially with labour organizations which should be aware of the implications in terms of legislation. The research therefore focuses on strikes in essential service and the hardship that caused especially to the poor who are dependent on these services. The literature shows that the constitution read with Labour Relations Act has laid down the framework to the deal with conflict in essential services as well as structures for engagement. Some findings from the research indicate that the workers do not understand the implications of strikes in essential services as well as for the communities. The recommendation would be to work-shop the workers on the implications of strikes in essential services as well as especial arrangements applicable.
- Full Text:
- Date Issued: 2014
A critical analysis of the implementation of essential service clause of labour relations act by unions: a case study of the Eastern Cape Administration
- Authors: Nokele, Thobile Dumile
- Date: 2014
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11716 , http://hdl.handle.net/10353/d1015355
- Description: Strikes are prohibited in essential services workplace yet they take place on a regular basis. There seems to be no way to curb strikes despite the fact that they should not be happening at all in the essential services as they are designated as such. The rationale behind the prohibition of strikes in essential services is that the communities are adversely affected as they are dependent on these services. Whilst the constitution of the land grants the right to strike, it also limits the right to strike to the designated workplaces which are essential to the communities. The reason to limit the right to strike in these work places is to ensure that the people do not experience hardship during the strike action. However the opposite happens as the people always suffer whenever a general strike takes place. They would be denied access to public hospitals and receive no medication as there would be no one attending them. The strikes in municipality would mean no clear water and electricity for the people. The Labour Relations Act is also clear on the essential services. The question then is why are the strikes allowed to take place in essential services. Why the law is not implemented to ensure that people have access to their constitutional right to service? The other question would be what is done to address the strike in essential services especially with labour organizations which should be aware of the implications in terms of legislation. The research therefore focuses on strikes in essential service and the hardship that caused especially to the poor who are dependent on these services. The literature shows that the constitution read with Labour Relations Act has laid down the framework to the deal with conflict in essential services as well as structures for engagement. Some findings from the research indicate that the workers do not understand the implications of strikes in essential services as well as for the communities. The recommendation would be to work-shop the workers on the implications of strikes in essential services as well as especial arrangements applicable.
- Full Text:
- Date Issued: 2014
- Authors: Nokele, Thobile Dumile
- Date: 2014
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11716 , http://hdl.handle.net/10353/d1015355
- Description: Strikes are prohibited in essential services workplace yet they take place on a regular basis. There seems to be no way to curb strikes despite the fact that they should not be happening at all in the essential services as they are designated as such. The rationale behind the prohibition of strikes in essential services is that the communities are adversely affected as they are dependent on these services. Whilst the constitution of the land grants the right to strike, it also limits the right to strike to the designated workplaces which are essential to the communities. The reason to limit the right to strike in these work places is to ensure that the people do not experience hardship during the strike action. However the opposite happens as the people always suffer whenever a general strike takes place. They would be denied access to public hospitals and receive no medication as there would be no one attending them. The strikes in municipality would mean no clear water and electricity for the people. The Labour Relations Act is also clear on the essential services. The question then is why are the strikes allowed to take place in essential services. Why the law is not implemented to ensure that people have access to their constitutional right to service? The other question would be what is done to address the strike in essential services especially with labour organizations which should be aware of the implications in terms of legislation. The research therefore focuses on strikes in essential service and the hardship that caused especially to the poor who are dependent on these services. The literature shows that the constitution read with Labour Relations Act has laid down the framework to the deal with conflict in essential services as well as structures for engagement. Some findings from the research indicate that the workers do not understand the implications of strikes in essential services as well as for the communities. The recommendation would be to work-shop the workers on the implications of strikes in essential services as well as especial arrangements applicable.
- Full Text:
- Date Issued: 2014
A critical analysis of the isiXhosa translation of Chinua Achebe’s ‘things fall apart’ with specific reference to the translation of cultural phenomena
- Authors: Mbatyoti, Pheliwe Yvonne
- Date: 2014
- Language: English
- Type: Thesis , Masters , MA (African Languages)
- Identifier: http://hdl.handle.net/10353/701 , vital:26489
- Description: Chapter one deals with the aims, objectives, methodology and the structured organisation of the study. Chapter two discusses theories of translation and literature review to supply the necessary theoretical basis of the current study. Chapter three deals with the translation of linguistic concepts using strategies that were applied by Bongela (1993) in the translation of linguistic concepts. Idioms, proverbs, figurative language, symbolism and imagery will be analyzed in this chapter. The extent to which these concepts were translated literally, or were adapted into more familiar IsiXhosa forms, will be analysed. Chapter four critically analyses Igbo cultural practices and norms as found in “Things fall apart”. These will be compared with the amaXhosa cultural practices and analysed using the strategies of translation. The extent, to which these practices have been adapted in order to make them more accessible to the Xhosa reader, will form the main focus of the analysis.
- Full Text:
- Date Issued: 2014
- Authors: Mbatyoti, Pheliwe Yvonne
- Date: 2014
- Language: English
- Type: Thesis , Masters , MA (African Languages)
- Identifier: http://hdl.handle.net/10353/701 , vital:26489
- Description: Chapter one deals with the aims, objectives, methodology and the structured organisation of the study. Chapter two discusses theories of translation and literature review to supply the necessary theoretical basis of the current study. Chapter three deals with the translation of linguistic concepts using strategies that were applied by Bongela (1993) in the translation of linguistic concepts. Idioms, proverbs, figurative language, symbolism and imagery will be analyzed in this chapter. The extent to which these concepts were translated literally, or were adapted into more familiar IsiXhosa forms, will be analysed. Chapter four critically analyses Igbo cultural practices and norms as found in “Things fall apart”. These will be compared with the amaXhosa cultural practices and analysed using the strategies of translation. The extent, to which these practices have been adapted in order to make them more accessible to the Xhosa reader, will form the main focus of the analysis.
- Full Text:
- Date Issued: 2014
A critical analysis of the policies and legislation governing learner discipline: a case study of Kei Road Combined School in King Williams Town (Eastern Cape)
- Authors: Speelman, Luleka Miranda
- Date: 2014
- Subjects: School children -- Discipline
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11701 , http://hdl.handle.net/10353/d1015142 , School children -- Discipline
- Description: So many efforts have been made, both at the legislative and policy-making level to ensure that learner discipline is handled more effectively and moves away from corporal punishment, which was the norm before the enactment of the current South African Schools Act. Some of the provisions of the Act stipulates that each school is responsible for setting up its own Disciplinary Code suited to its environment and developed in conjunction with relevant stakeholders like parents and other community leaders. The Act also makes provision for the setting up of structures such as the School Governance Body (SGB) and the School Management Team (SMT). A number of scholars have provided some insights on the issue of school discipline. Several of them have reported that in their research, several schools cited the lack of learner discipline as one of the problems hampering effective teaching and learning. The study, using various literature further attempts to make the distinction between discipline and punishment, stressing that the former is a process that uses teaching, modelling, and other appropriate strategies to maintain behaviour necessary to ensure a safe, orderly and productive learning environment by changing unacceptable behaviour to acceptable behaviour. On the other hand, punishment is a facet of discipline that involves action taken in response to inappropriate behaviour in order to correct or modify it, and to restore harmonious relations. Therefore punishment is a penalty or corrective measure inflicted on a person who has transgressed at school and is guilty of misconduct. The literature also shows that there are many difficulties and problems associated with implementing the discipline policy in South African schools in respect of the code of conduct. As a result, incidences of violence, gangsterism, stabbings, assaults on teachers and the rape of girls are quite common. Other researchers like Harber (2001) shows that such cases are actually increasing. Some findings from the research include the fact that there is no universally understood and clear definition of discipline which means it is interpreted differently 5 page with both learners and educators. Consequently, they perceive problems differently and come up with different solutions. Generally, both parties are of the opinion of the fact that the whole disciplinary process is not working as effectively as it should. The primary recommendation therefore is to review the whole policy and the statutory instrument in which both learners and educators base on the policy so that it reflects the current situation and takes cognisance of the challenges faced.
- Full Text:
- Date Issued: 2014
- Authors: Speelman, Luleka Miranda
- Date: 2014
- Subjects: School children -- Discipline
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11701 , http://hdl.handle.net/10353/d1015142 , School children -- Discipline
- Description: So many efforts have been made, both at the legislative and policy-making level to ensure that learner discipline is handled more effectively and moves away from corporal punishment, which was the norm before the enactment of the current South African Schools Act. Some of the provisions of the Act stipulates that each school is responsible for setting up its own Disciplinary Code suited to its environment and developed in conjunction with relevant stakeholders like parents and other community leaders. The Act also makes provision for the setting up of structures such as the School Governance Body (SGB) and the School Management Team (SMT). A number of scholars have provided some insights on the issue of school discipline. Several of them have reported that in their research, several schools cited the lack of learner discipline as one of the problems hampering effective teaching and learning. The study, using various literature further attempts to make the distinction between discipline and punishment, stressing that the former is a process that uses teaching, modelling, and other appropriate strategies to maintain behaviour necessary to ensure a safe, orderly and productive learning environment by changing unacceptable behaviour to acceptable behaviour. On the other hand, punishment is a facet of discipline that involves action taken in response to inappropriate behaviour in order to correct or modify it, and to restore harmonious relations. Therefore punishment is a penalty or corrective measure inflicted on a person who has transgressed at school and is guilty of misconduct. The literature also shows that there are many difficulties and problems associated with implementing the discipline policy in South African schools in respect of the code of conduct. As a result, incidences of violence, gangsterism, stabbings, assaults on teachers and the rape of girls are quite common. Other researchers like Harber (2001) shows that such cases are actually increasing. Some findings from the research include the fact that there is no universally understood and clear definition of discipline which means it is interpreted differently 5 page with both learners and educators. Consequently, they perceive problems differently and come up with different solutions. Generally, both parties are of the opinion of the fact that the whole disciplinary process is not working as effectively as it should. The primary recommendation therefore is to review the whole policy and the statutory instrument in which both learners and educators base on the policy so that it reflects the current situation and takes cognisance of the challenges faced.
- Full Text:
- Date Issued: 2014
A critical analysis of the practical man principle in Commissioner for Inland Revenue v Lever Brothers and Unilever Ltd
- Authors: Grenville, David Paul
- Date: 2014
- Subjects: Unilever (Firm) , South African Revenue Service , Taxation -- Law and legislation -- South Africa , Income tax -- Law and legislation -- South Africa -- Cases , Income tax -- South Africa -- Cases , Business enterprises -- Taxation -- South Africa , Law -- South Africa -- Philosophy
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:909 , http://hdl.handle.net/10962/d1013238
- Description: This research studies the practical person principle as it was introduced in the case of Commissioner for Inland Revenue v Lever Brothers and Unilever Ltd 1946 AD 441. In its time the Lever Brothers case was a seminal judgment in South Africa’s tax jurisprudence and the practical person principle was a decisive criterion for the determination of source of income. The primary goal of this research was a critical analysis the practical man principle. This involved an analysis of the extent to which this principle requires judges to adopt a criterion that is too flexible for legitimate judicial decision-making. The extent to which the practical person principle creates a clash between a philosophical approach to law and an approach that is based on common sense or practicality was also debated. Finally, it was considered whether adopting a philosophical approach to determining the source of income could overcome the problems associated with the practical approach. A doctrinal methodology was applied to the documentary data consisting of the South African and Australian Income Tax Acts, South African and other case law, historical records and the writings of scholars. From the critical analysis of the practical person principle it was concluded that the anthropomorphised form of the principle gives rise to several problems that may be overcome by looking to the underlying operation of the principle. Further analysis of this operation, however, revealed deeper problems in that the principle undermines the doctrine of judicial precedent, legal certainty and the rule of law. Accordingly a practical approach to determining the source of income is undesirable and unconstitutional. Further research was conducted into the relative merits of a philosophical approach to determining source of income and it was argued that such an approach could provide a more desirable solution to determining source of income as well as approaching legal problems more generally.
- Full Text:
- Date Issued: 2014
- Authors: Grenville, David Paul
- Date: 2014
- Subjects: Unilever (Firm) , South African Revenue Service , Taxation -- Law and legislation -- South Africa , Income tax -- Law and legislation -- South Africa -- Cases , Income tax -- South Africa -- Cases , Business enterprises -- Taxation -- South Africa , Law -- South Africa -- Philosophy
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:909 , http://hdl.handle.net/10962/d1013238
- Description: This research studies the practical person principle as it was introduced in the case of Commissioner for Inland Revenue v Lever Brothers and Unilever Ltd 1946 AD 441. In its time the Lever Brothers case was a seminal judgment in South Africa’s tax jurisprudence and the practical person principle was a decisive criterion for the determination of source of income. The primary goal of this research was a critical analysis the practical man principle. This involved an analysis of the extent to which this principle requires judges to adopt a criterion that is too flexible for legitimate judicial decision-making. The extent to which the practical person principle creates a clash between a philosophical approach to law and an approach that is based on common sense or practicality was also debated. Finally, it was considered whether adopting a philosophical approach to determining the source of income could overcome the problems associated with the practical approach. A doctrinal methodology was applied to the documentary data consisting of the South African and Australian Income Tax Acts, South African and other case law, historical records and the writings of scholars. From the critical analysis of the practical person principle it was concluded that the anthropomorphised form of the principle gives rise to several problems that may be overcome by looking to the underlying operation of the principle. Further analysis of this operation, however, revealed deeper problems in that the principle undermines the doctrine of judicial precedent, legal certainty and the rule of law. Accordingly a practical approach to determining the source of income is undesirable and unconstitutional. Further research was conducted into the relative merits of a philosophical approach to determining source of income and it was argued that such an approach could provide a more desirable solution to determining source of income as well as approaching legal problems more generally.
- Full Text:
- Date Issued: 2014
A critical analysis of the reference pricing tool used by SARS to address undervaluation of imported clothing
- Authors: Mansoor, Younus Ahmed
- Date: 2014
- Subjects: Transfer pricing -- Taxation -- South Africa , Tariff -- Law and legislation , Customs appraisal , Revenue management
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:8965 , http://hdl.handle.net/10948/d1020755
- Description: The South African Revenue Service has since 2009 introduced “reference pricing” as a tool to detect undervaluation of customs values of imported clothing and textiles. The term “reference pricing” is not defined in the Customs and Excise Act No.91 of 1964 which is the legislation that governs the importation of goods into the Republic of South Africa. The mandate of the South African Revenue Service, amongst others, is to facilitate legitimate trade. By applying the reference pricing guidelines the South African Revenue Service will target all importers who declare customs values which are less than the reference price for a targeted tariff heading associated with an item of clothing or textile. The Customs and Excise Act No.91 of 1964 is clear in that the transaction value which is the price paid or payable for the imported goods shall be the value used for customs duty purposes. The Customs and Excise Act No.91 of 1964 also requires that the interpretation of the sections 65, 66 and 67 of the said Act shall be subject to the Agreement on Implementation of Article VII of the General Agreement on Tariffs and Trade 1994 (Valuation Agreement). Part I of the Valuation Agreement deals with the rules for customs valuation. Article 17 of part 1 allows for customs administrations to satisfy themselves as to the truth or accuracy of any statement, document or declaration presented for customs valuation purposes. The Technical Committee on Customs Valuation of the World Trade Organisation decided the following in so far as Article 17 of the aforesaid agreement is concerned: “1. When a declaration has been presented and where the customs administration has reason to doubt the truth or accuracy of the particulars or of documents produced in support of this declaration, the customs administration may ask the importer to provide further explanation, including documents or other evidence, that the declared value represents the total amount actually paid or payable for the imported goods, ....” It would appear that the South African Revenue Service is using reference prices as a tool to support its reason for doubting the truth or accuracy of the declared customs values. The indiscriminate use of reference pricing, it is submitted, affects legitimate trade adversely. This treatise provides an understanding of how the customs value should be determined in terms of the Customs and Excise Act No.91 of 1964 and the Valuation Agreement. It then provides a background to reference pricing and how reference pricing will be used to detect undervalued imports of clothing and textiles, the advantages and disadvantages of using reference pricing and a comparative analysis of the approach adopted by the Mexican Tax Administration Service in so far as the use of reference pricing is concerned. It was established that the reference price cannot replace the customs value of an imported clothing item as the customs value is based on the price actually paid or payable for it and not on some arbitrary or fictitious value. The reference price can only be used as a tool to identify importers that are possibly undervaluing the customs values. The disadvantages far outweigh the advantages of using reference pricing. The treatise further provides a background to the use of a valuation database as a risk assessment tool and compares this to the use of reference pricing. The use of reference pricing and its impact on trade facilitation is then discussed as well as whether the use of reference pricing is consistent with the risk management principles as discussed in the World Customs Organisation Risk Management Guide. It was established that the South African Revenue Service has not disclosed the basis of arriving at the reference price per tariff heading that it targets and the use of reference pricing is not sanctioned by any international guideline or agreement. It was also established that the use of reference pricing targets compliant importers unnecessarily and this practice goes against the principles of trade facilitation. The use of reference pricing can be used as a tool to detect undervalued imports of clothing but should not be used as a basis to stop every consignment of clothing simply because the customs value declared is less than the reference price. It should not be used as a stand-alone tool but rather enhanced further with the recommendations provided. In the final analysis, recommendations are provided which seek to enhance the reference pricing mechanism and to further identify and exclude compliant importers and limit the use of reference pricing to target non-compliant importers who undervalue the customs value of imported clothing and textile items.
- Full Text:
- Date Issued: 2014
- Authors: Mansoor, Younus Ahmed
- Date: 2014
- Subjects: Transfer pricing -- Taxation -- South Africa , Tariff -- Law and legislation , Customs appraisal , Revenue management
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:8965 , http://hdl.handle.net/10948/d1020755
- Description: The South African Revenue Service has since 2009 introduced “reference pricing” as a tool to detect undervaluation of customs values of imported clothing and textiles. The term “reference pricing” is not defined in the Customs and Excise Act No.91 of 1964 which is the legislation that governs the importation of goods into the Republic of South Africa. The mandate of the South African Revenue Service, amongst others, is to facilitate legitimate trade. By applying the reference pricing guidelines the South African Revenue Service will target all importers who declare customs values which are less than the reference price for a targeted tariff heading associated with an item of clothing or textile. The Customs and Excise Act No.91 of 1964 is clear in that the transaction value which is the price paid or payable for the imported goods shall be the value used for customs duty purposes. The Customs and Excise Act No.91 of 1964 also requires that the interpretation of the sections 65, 66 and 67 of the said Act shall be subject to the Agreement on Implementation of Article VII of the General Agreement on Tariffs and Trade 1994 (Valuation Agreement). Part I of the Valuation Agreement deals with the rules for customs valuation. Article 17 of part 1 allows for customs administrations to satisfy themselves as to the truth or accuracy of any statement, document or declaration presented for customs valuation purposes. The Technical Committee on Customs Valuation of the World Trade Organisation decided the following in so far as Article 17 of the aforesaid agreement is concerned: “1. When a declaration has been presented and where the customs administration has reason to doubt the truth or accuracy of the particulars or of documents produced in support of this declaration, the customs administration may ask the importer to provide further explanation, including documents or other evidence, that the declared value represents the total amount actually paid or payable for the imported goods, ....” It would appear that the South African Revenue Service is using reference prices as a tool to support its reason for doubting the truth or accuracy of the declared customs values. The indiscriminate use of reference pricing, it is submitted, affects legitimate trade adversely. This treatise provides an understanding of how the customs value should be determined in terms of the Customs and Excise Act No.91 of 1964 and the Valuation Agreement. It then provides a background to reference pricing and how reference pricing will be used to detect undervalued imports of clothing and textiles, the advantages and disadvantages of using reference pricing and a comparative analysis of the approach adopted by the Mexican Tax Administration Service in so far as the use of reference pricing is concerned. It was established that the reference price cannot replace the customs value of an imported clothing item as the customs value is based on the price actually paid or payable for it and not on some arbitrary or fictitious value. The reference price can only be used as a tool to identify importers that are possibly undervaluing the customs values. The disadvantages far outweigh the advantages of using reference pricing. The treatise further provides a background to the use of a valuation database as a risk assessment tool and compares this to the use of reference pricing. The use of reference pricing and its impact on trade facilitation is then discussed as well as whether the use of reference pricing is consistent with the risk management principles as discussed in the World Customs Organisation Risk Management Guide. It was established that the South African Revenue Service has not disclosed the basis of arriving at the reference price per tariff heading that it targets and the use of reference pricing is not sanctioned by any international guideline or agreement. It was also established that the use of reference pricing targets compliant importers unnecessarily and this practice goes against the principles of trade facilitation. The use of reference pricing can be used as a tool to detect undervalued imports of clothing but should not be used as a basis to stop every consignment of clothing simply because the customs value declared is less than the reference price. It should not be used as a stand-alone tool but rather enhanced further with the recommendations provided. In the final analysis, recommendations are provided which seek to enhance the reference pricing mechanism and to further identify and exclude compliant importers and limit the use of reference pricing to target non-compliant importers who undervalue the customs value of imported clothing and textile items.
- Full Text:
- Date Issued: 2014
A critical analysis of the tax consequences of debt reductons, in the context of insolvency, death and the liquidaton of a deceased estate
- Authors: Simango, Samuel
- Date: 2014
- Language: English
- Type: text , Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10962/54464 , vital:26567
- Description: The present research was conducted in an effort to address certain problems and a legal anomaly that is specifically related to the tax treatment of reduced debts stemming from the death or insolvency of natural persons in South Africa. At the beginning of 2013 the National Treasury enacted certain amendments to the debt reduction provisions of the Income Tax Act 58 of 1962 with the intention of streamlining the tax treatment of reduced debts and granting debt relief to financially distressed debtors. In spite of these recent amendments to the provisions of the Income Tax Act, there are certain problems and a legal anomaly which still currently relate to the tax consequences of reduced debts in South Africa. These problems and the legal anomaly are based on the failure of the recent amendments to successfully address debt reduction which arises in the context of the death and/or insolvency of natural persons. The objective of this research was therefore to analyse the tax consequences of reduced debts arising in the context of the death and the insolvency of natural persons and to explain how the problems and legal anomaly associated with these tax consequences can be rectified. The research design was qualitative within the framework of an interpretive paradigm. A mixed methodology approach was followed as identified in the Arthurs Report (1983), namely the interdisciplinary and the doctrinal methodologies. This approach encompassed two legal research methods namely the expository and legal reform research methods. The research explained the underlying nature of the tax consequences of reduced debts arising in the context of the death and the insolvency of natural persons and formulated specific reform measures aimed at remedying the problems and the legal anomaly that currently exist. Two amendments were proposed. It was proposed that the tax liability which arises when debts are reduced through the wills of deceased persons and the reduction of debts stemming from the insolvency of natural persons should be expressly excluded from falling within the ambit of the provisions which give rise to tax consequences whenever debt reduction takes place.
- Full Text:
- Date Issued: 2014
- Authors: Simango, Samuel
- Date: 2014
- Language: English
- Type: text , Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10962/54464 , vital:26567
- Description: The present research was conducted in an effort to address certain problems and a legal anomaly that is specifically related to the tax treatment of reduced debts stemming from the death or insolvency of natural persons in South Africa. At the beginning of 2013 the National Treasury enacted certain amendments to the debt reduction provisions of the Income Tax Act 58 of 1962 with the intention of streamlining the tax treatment of reduced debts and granting debt relief to financially distressed debtors. In spite of these recent amendments to the provisions of the Income Tax Act, there are certain problems and a legal anomaly which still currently relate to the tax consequences of reduced debts in South Africa. These problems and the legal anomaly are based on the failure of the recent amendments to successfully address debt reduction which arises in the context of the death and/or insolvency of natural persons. The objective of this research was therefore to analyse the tax consequences of reduced debts arising in the context of the death and the insolvency of natural persons and to explain how the problems and legal anomaly associated with these tax consequences can be rectified. The research design was qualitative within the framework of an interpretive paradigm. A mixed methodology approach was followed as identified in the Arthurs Report (1983), namely the interdisciplinary and the doctrinal methodologies. This approach encompassed two legal research methods namely the expository and legal reform research methods. The research explained the underlying nature of the tax consequences of reduced debts arising in the context of the death and the insolvency of natural persons and formulated specific reform measures aimed at remedying the problems and the legal anomaly that currently exist. Two amendments were proposed. It was proposed that the tax liability which arises when debts are reduced through the wills of deceased persons and the reduction of debts stemming from the insolvency of natural persons should be expressly excluded from falling within the ambit of the provisions which give rise to tax consequences whenever debt reduction takes place.
- Full Text:
- Date Issued: 2014
A critical analysis on underutilization of Ante Natal Care services and identification of legislative implementation challenges. A case study in some health centers of Senqu Health sub-District in the Eastern Cape
- Authors: Yekani-Mati, Nokonwaba
- Date: 2014
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11713 , http://hdl.handle.net/10353/d1015248
- Description: Attention has recently focus on improved Ante Natal Care (ANC) Service utilization as one the Department of Health’s strategies in, promoting better health, ensuring safe mothers and babies, reducing HIV/Aids infection of unborn babies , their mothers and their partners, reaching out as many people, who are at the child bearing age as possible and reaching out to those people who are legible for ART during pregnancy so as to put them on ARV treatment if necessary and ensuring that the mothers, babies and partners enjoy support during the pregnancy of mothers and to prepare them for delivery . The idea is to ensure, by antenatal preparation, the best possible pregnancy outcome for women and their babies (Guidelines for MATERNITY CARE in South Africa NDOH 2007: 19).The departmental guidelines through ante natal care seek to ensure that the following take place timorously: Screening for pregnancy problems: women are done physical and examination and blood test are done to identify or exclude pregnancy problems. Assessment of pregnancy risks: Any pregnancy risks that whether physical, medical, psychological and psychosocial are identified and the mother is advised on better pregnancy management. Treatment of problems that may arise during the antenatal period: when there are existing problems that need treatment the mother get managed and is treated as according to the identified problem.
- Full Text:
- Date Issued: 2014
- Authors: Yekani-Mati, Nokonwaba
- Date: 2014
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11713 , http://hdl.handle.net/10353/d1015248
- Description: Attention has recently focus on improved Ante Natal Care (ANC) Service utilization as one the Department of Health’s strategies in, promoting better health, ensuring safe mothers and babies, reducing HIV/Aids infection of unborn babies , their mothers and their partners, reaching out as many people, who are at the child bearing age as possible and reaching out to those people who are legible for ART during pregnancy so as to put them on ARV treatment if necessary and ensuring that the mothers, babies and partners enjoy support during the pregnancy of mothers and to prepare them for delivery . The idea is to ensure, by antenatal preparation, the best possible pregnancy outcome for women and their babies (Guidelines for MATERNITY CARE in South Africa NDOH 2007: 19).The departmental guidelines through ante natal care seek to ensure that the following take place timorously: Screening for pregnancy problems: women are done physical and examination and blood test are done to identify or exclude pregnancy problems. Assessment of pregnancy risks: Any pregnancy risks that whether physical, medical, psychological and psychosocial are identified and the mother is advised on better pregnancy management. Treatment of problems that may arise during the antenatal period: when there are existing problems that need treatment the mother get managed and is treated as according to the identified problem.
- Full Text:
- Date Issued: 2014
A critical assessment of developmental local government and its relevance to the democratic South Africa: A case study of Amathole District Municipality
- Authors: Mbambo, W B
- Date: 2014
- Language: English
- Type: Thesis , Masters , M Admin
- Identifier: http://hdl.handle.net/10353/1085 , vital:26525
- Description: The notion of developmental local government has become part of the South African local government dispensation as from the year 2000. According to Smith and Vawda (2003:28) the idea of developmental local government (DLG) emerged from the fusion of the social interventionist goals of the Reconstruction and Development Programme (RDP) and the market driven economic strategies of the Growth Employment and Redistribution policy (GEAR); the two main national policies of the post-apartheid era for addressing economic growth and poverty eradication. The RDP and GEAR represented different visions for how to bring about equity and redistribution in a deeply divided state and economy. In itself South Africa as a state has 283 municipalities which are wall to wall in terms of demarcation. However, despite the fact that local democracy is deeply entrenched in South African society and furthermore, a very futuristic local government policy framework has been introduced, there is no guarantee that the new local government system will be financially viable and capable of discharging its democratic and developmental mandate. There are major challenges that have to be addressed, namely promoting job-creation, local economic development, capacity development and civic education which, in the final analysis, will ensure that the concept of developmental local government becomes a reality for the majority of South Africans.
- Full Text:
- Date Issued: 2014
- Authors: Mbambo, W B
- Date: 2014
- Language: English
- Type: Thesis , Masters , M Admin
- Identifier: http://hdl.handle.net/10353/1085 , vital:26525
- Description: The notion of developmental local government has become part of the South African local government dispensation as from the year 2000. According to Smith and Vawda (2003:28) the idea of developmental local government (DLG) emerged from the fusion of the social interventionist goals of the Reconstruction and Development Programme (RDP) and the market driven economic strategies of the Growth Employment and Redistribution policy (GEAR); the two main national policies of the post-apartheid era for addressing economic growth and poverty eradication. The RDP and GEAR represented different visions for how to bring about equity and redistribution in a deeply divided state and economy. In itself South Africa as a state has 283 municipalities which are wall to wall in terms of demarcation. However, despite the fact that local democracy is deeply entrenched in South African society and furthermore, a very futuristic local government policy framework has been introduced, there is no guarantee that the new local government system will be financially viable and capable of discharging its democratic and developmental mandate. There are major challenges that have to be addressed, namely promoting job-creation, local economic development, capacity development and civic education which, in the final analysis, will ensure that the concept of developmental local government becomes a reality for the majority of South Africans.
- Full Text:
- Date Issued: 2014
A critical assessment of the institutionalisation of Performance Management Systems in Local Government: a special focus on political office bearers and senior managers in O.R Tambo District Municipality
- Authors: Ndabeni, Mziwonke
- Date: 2014
- Subjects: Performance Management System
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11696 , http://hdl.handle.net/10353/d1015109 , Performance Management System
- Description: Service delivery is at the centre of South Africa’s developmental local government. Thus with such a high calling to development, local municipalities play an important role in enhancing development in their areas of jurisdiction. In the area under this study, the Local Government Department has initiated Performance Management as a response to the service delivery hardships and as a bottom up approach to socio economic development of their communities. In the view of Performance Management being used as a tool for enhancing Service delivery, the study therefore sought to discover the role that the Performance Management System is playing in the Local Municipality Development of O.R District. It also sought to find out the extent of support that has been afforded by government and other stakeholders within the context of the cooperative governance. To establish this, the researcher employed the quantitative approach guided by a primary research design. The review of primary data allowed for a close assessment of the Performance Management System in detail. Available data on PMS gave an easier task of assessing the impact of PMS in the district and the constraints they have faced so far. The findings from the study revealed that PMS in the district show a great potential for better performance if performance management systems were to be understood by all staff members of the municipality. It has been also observed that they lack information on performance management, proper finance management, and diversification and value addition for their service delivery so as to increase their competitiveness. It is imperative therefore to recommend further training on good Performance management skills and sourcing for employees and understanding new PMS. This form of support will go a long way in ensuring the sustainability of Performance Management System in the O.R. District Municipality. Keywords: Performance Management System, Political office bearers and Senior Manager O.R District.
- Full Text:
- Date Issued: 2014
- Authors: Ndabeni, Mziwonke
- Date: 2014
- Subjects: Performance Management System
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11696 , http://hdl.handle.net/10353/d1015109 , Performance Management System
- Description: Service delivery is at the centre of South Africa’s developmental local government. Thus with such a high calling to development, local municipalities play an important role in enhancing development in their areas of jurisdiction. In the area under this study, the Local Government Department has initiated Performance Management as a response to the service delivery hardships and as a bottom up approach to socio economic development of their communities. In the view of Performance Management being used as a tool for enhancing Service delivery, the study therefore sought to discover the role that the Performance Management System is playing in the Local Municipality Development of O.R District. It also sought to find out the extent of support that has been afforded by government and other stakeholders within the context of the cooperative governance. To establish this, the researcher employed the quantitative approach guided by a primary research design. The review of primary data allowed for a close assessment of the Performance Management System in detail. Available data on PMS gave an easier task of assessing the impact of PMS in the district and the constraints they have faced so far. The findings from the study revealed that PMS in the district show a great potential for better performance if performance management systems were to be understood by all staff members of the municipality. It has been also observed that they lack information on performance management, proper finance management, and diversification and value addition for their service delivery so as to increase their competitiveness. It is imperative therefore to recommend further training on good Performance management skills and sourcing for employees and understanding new PMS. This form of support will go a long way in ensuring the sustainability of Performance Management System in the O.R. District Municipality. Keywords: Performance Management System, Political office bearers and Senior Manager O.R District.
- Full Text:
- Date Issued: 2014
A critical assessment of the public service commission in fighting corruption in South Africa
- Authors: Gola, Ndumiso Helton
- Date: 2014
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: http://hdl.handle.net/10353/1078 , vital:26524
- Description: Using a qualitative research design, this study examined the role of the Public Service Commission (PSC) in curbing corruption in the Eastern Cape Province in South Africa. The Public Service Commission is an independent and impartial body create. Using a qualitative research design, this study examined the role of the Public Service Commission (PSC) in curbing corruption in the Eastern Cape Province in South Africa. The Public Service Commission is an independent and impartial body created by the Constitution, in 1996, to enhance excellence in governance within the Public Service by promoting a professional and ethical environment and adding value to a public administration that is accountable, equitable, efficient, effective, corruption-free and responsive to the needs of the people of South Africa. The study used a desktop approach whereby data was collected from books, journals, articles, media reports and surveys done by other scholars. The findings of the study highlighted that corruption is rampant in South Africa in different sectors and departments. Corruption in South Africa has reached epidemic levels and threatens the lives of all South African citizens. The role of the PSC has been found to be weaker and not meeting its role of fighting corruption as there are more failures than successes since its inception. This has been attributed to challenges such as human resources and financial constraints. The study however suggests recommendations which include extension and possible employment of dedicated permanent staff with relevant experience to address their capacity needs.d by the Constitution, in 1996, to enhance excellence in governance within the Public Service by promoting a professional and ethical environment and adding value to a public administration that is accountable, equitable, efficient, effective, corruption-free and responsive to the needs of the people of South Africa. The study used a desktop approach whereby data was collected from books, journals, articles, media reports and surveys done by other scholars. The findings of the study highlighted that corruption is rampant in South Africa in different sectors and departments. Corruption in South Africa has reached epidemic levels and threatens the lives of all South African citizens. The role of the PSC has been found to be weaker and not meeting its role of fighting corruption as there are more failures than successes since its inception. This has been attributed to challenges such as human resources and financial constraints. The study however suggests recommendations which include extension and possible employment of dedicated permanent staff with relevant experience to address their capacity needs.
- Full Text:
- Date Issued: 2014
- Authors: Gola, Ndumiso Helton
- Date: 2014
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: http://hdl.handle.net/10353/1078 , vital:26524
- Description: Using a qualitative research design, this study examined the role of the Public Service Commission (PSC) in curbing corruption in the Eastern Cape Province in South Africa. The Public Service Commission is an independent and impartial body create. Using a qualitative research design, this study examined the role of the Public Service Commission (PSC) in curbing corruption in the Eastern Cape Province in South Africa. The Public Service Commission is an independent and impartial body created by the Constitution, in 1996, to enhance excellence in governance within the Public Service by promoting a professional and ethical environment and adding value to a public administration that is accountable, equitable, efficient, effective, corruption-free and responsive to the needs of the people of South Africa. The study used a desktop approach whereby data was collected from books, journals, articles, media reports and surveys done by other scholars. The findings of the study highlighted that corruption is rampant in South Africa in different sectors and departments. Corruption in South Africa has reached epidemic levels and threatens the lives of all South African citizens. The role of the PSC has been found to be weaker and not meeting its role of fighting corruption as there are more failures than successes since its inception. This has been attributed to challenges such as human resources and financial constraints. The study however suggests recommendations which include extension and possible employment of dedicated permanent staff with relevant experience to address their capacity needs.d by the Constitution, in 1996, to enhance excellence in governance within the Public Service by promoting a professional and ethical environment and adding value to a public administration that is accountable, equitable, efficient, effective, corruption-free and responsive to the needs of the people of South Africa. The study used a desktop approach whereby data was collected from books, journals, articles, media reports and surveys done by other scholars. The findings of the study highlighted that corruption is rampant in South Africa in different sectors and departments. Corruption in South Africa has reached epidemic levels and threatens the lives of all South African citizens. The role of the PSC has been found to be weaker and not meeting its role of fighting corruption as there are more failures than successes since its inception. This has been attributed to challenges such as human resources and financial constraints. The study however suggests recommendations which include extension and possible employment of dedicated permanent staff with relevant experience to address their capacity needs.
- Full Text:
- Date Issued: 2014
A critical cultural review of the media coverage in the infighting of Nelson Mandela's burial in 2013
- Authors: Tandwa, Nontlahla
- Date: 2014
- Subjects: Mandela, Nelson, 1918-2013 , Mass media and culture
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/5733 , vital:20987
- Description: The aim of the study is to analyze the representation of isiXhosa traditional culture through the coverage on media coverage as the topic suggests following a legal battle on the removal of the remains of Mandela‘s children in the year 2013. The online news articles selected in this study covered issues since Mandela was in and out of hospital. The articles covered are those of local newspaper, The Herald-online- as it is based in the Eastern Cape and has covered more on the traditional beliefs, understanding and following such rituals. The aim of the study is to explore and describe the perceptions and experiences of people around the family feud and the legal battle on the removal of those remains. It will also emphasize on the representation of the media on this problem and how Xhosa tradition can be affected and also compare other newspaper articles on their coverage.
- Full Text:
- Date Issued: 2014
- Authors: Tandwa, Nontlahla
- Date: 2014
- Subjects: Mandela, Nelson, 1918-2013 , Mass media and culture
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/5733 , vital:20987
- Description: The aim of the study is to analyze the representation of isiXhosa traditional culture through the coverage on media coverage as the topic suggests following a legal battle on the removal of the remains of Mandela‘s children in the year 2013. The online news articles selected in this study covered issues since Mandela was in and out of hospital. The articles covered are those of local newspaper, The Herald-online- as it is based in the Eastern Cape and has covered more on the traditional beliefs, understanding and following such rituals. The aim of the study is to explore and describe the perceptions and experiences of people around the family feud and the legal battle on the removal of those remains. It will also emphasize on the representation of the media on this problem and how Xhosa tradition can be affected and also compare other newspaper articles on their coverage.
- Full Text:
- Date Issued: 2014
A critical discourse analysis (CDA) of the contesting discourses articulated by the ANC and the news media in the City Press coverage of The Spear
- Authors: Egglestone, Tia Ashleigh
- Date: 2014
- Subjects: Murray, Brett , African National Congress , Mass media -- Political aspects -- South Africa , Press and politics -- South Africa , Freedom of the press -- South Africa , Mass media policy -- South Africa , Newspapers -- Objectivity , Critical discourse analysis , South Africa -- Politics and government -- 1994-
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:3526 , http://hdl.handle.net/10962/d1012975
- Description: This research focuses on the controversy surrounding the exhibition and media publication of Brett Murray’s painting, The Spear of the Nation (May 2012). It takes the form of a qualitative Critical Discourse Analysis (CDA), underpinned by Fairclough’s (1995) three-dimensional approach, to investigate how the contesting discourses articulated by the ruling political party (the ANC) and the news media have been negotiated in the City Press coverage in response to the painting. While the contestation was fought ostensibly on constitutional grounds, it arguably serves as an illustrative moment of the deeply ideological debate occurring in South Africa between the government and the national media industry regarding media diversity, transformation and democracy. It points to the lines of fracture in the broader political and social space. Informed by Foucault’s conceptualisation of discourse and the role of power in the production of knowledge and ‘truth’, this study aims to expose the discourses articulated and contested in order to make inferences about the various ‘truths’ the ANC and the media make of the democratic role of the press in a contemporary South Africa. The sample consists of five reports intended to represent the media’s responses and four articles that prominently articulate the ANC’s responses. The analysis, which draws on strategies from within critical linguists and media studies, is confined to these nine purposively sampled from the City Press online newspaper texts published between 13 May 2012 and 13 June 2012. Findings suggest the ANC legitimise expectations for the media to engage in a collaborative role in order to serve the ‘national interest’. Conversely, the media advocate for a monitorial press to justify serving the ‘public interest’. This research is envisioned to be valuable for both sets of stakeholders in developing richer understandings relevant to issues of any regulation to be debated. It forms part of a larger project on Media Policy and Democracy which seeks to contribute to media diversity and transformation, and to develop the quality of democracy in South Africa.
- Full Text:
- Date Issued: 2014
- Authors: Egglestone, Tia Ashleigh
- Date: 2014
- Subjects: Murray, Brett , African National Congress , Mass media -- Political aspects -- South Africa , Press and politics -- South Africa , Freedom of the press -- South Africa , Mass media policy -- South Africa , Newspapers -- Objectivity , Critical discourse analysis , South Africa -- Politics and government -- 1994-
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:3526 , http://hdl.handle.net/10962/d1012975
- Description: This research focuses on the controversy surrounding the exhibition and media publication of Brett Murray’s painting, The Spear of the Nation (May 2012). It takes the form of a qualitative Critical Discourse Analysis (CDA), underpinned by Fairclough’s (1995) three-dimensional approach, to investigate how the contesting discourses articulated by the ruling political party (the ANC) and the news media have been negotiated in the City Press coverage in response to the painting. While the contestation was fought ostensibly on constitutional grounds, it arguably serves as an illustrative moment of the deeply ideological debate occurring in South Africa between the government and the national media industry regarding media diversity, transformation and democracy. It points to the lines of fracture in the broader political and social space. Informed by Foucault’s conceptualisation of discourse and the role of power in the production of knowledge and ‘truth’, this study aims to expose the discourses articulated and contested in order to make inferences about the various ‘truths’ the ANC and the media make of the democratic role of the press in a contemporary South Africa. The sample consists of five reports intended to represent the media’s responses and four articles that prominently articulate the ANC’s responses. The analysis, which draws on strategies from within critical linguists and media studies, is confined to these nine purposively sampled from the City Press online newspaper texts published between 13 May 2012 and 13 June 2012. Findings suggest the ANC legitimise expectations for the media to engage in a collaborative role in order to serve the ‘national interest’. Conversely, the media advocate for a monitorial press to justify serving the ‘public interest’. This research is envisioned to be valuable for both sets of stakeholders in developing richer understandings relevant to issues of any regulation to be debated. It forms part of a larger project on Media Policy and Democracy which seeks to contribute to media diversity and transformation, and to develop the quality of democracy in South Africa.
- Full Text:
- Date Issued: 2014
A critical history of the rise and fall of the first ever independently owned Matabeleland publication in Zimbabwe : the case of The Southern Star
- Authors: Moyo, Chelesani
- Date: 2014
- Subjects: Southern Star (Zimbabwe) , Matabeleland (Zimbabwe) -- History -- Autonomy and independence movements , Mass media and nationalism -- Zimbabwe , Mass media -- Political aspects -- Zimbabwe , Press and politics -- Zimbabwe , Newspaper publishing -- Management , Newspapers -- Marketing
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:3530 , http://hdl.handle.net/10962/d1013273
- Description: This research is premised on the understanding that alternative forms of media emerge to deal with specific ideological projects and, as such, must be seen as satisfying a specific need at a specific point in time. Using the case of a weekly newspaper, The Southern Star which was in circulation from January 2012 to June 2012, this study sought to understand the factors that led to the establishment of the newspaper, what it sought to achieve, how it went about putting that into practice, its message in relation to debates emanating from the ‘Matabeleland Question’ and also the factors that led to the its collapse. In order to address my research questions, I adopted a two stage research design qualitative content analysis and semi structured in depth interviews. In locating the study within the qualitative epistemic understanding of research, it was clear from the qualitative content analysis of 13 editions of the publication and in depth interviews held with 15 respondents that the newspaper was set up with the aim of serving a marginalised section of the population (in this instance the Ndebele) by providing them with a platform to articulate issues affecting them. It also sought to ‘speak’ the ‘unspoken’ within the mainstream media by focusing on Matabeleland identity politics. It achieved this by creating content around the Gukurahundi genocide, Matabeleland development, Matabeleland history and Matabeleland heroes. The newspaper also sought to emancipate the people from the South by advocated for social, cultural, economic and political justice as a resolution to the ‘Matabeleland Question’. However, the newspaper failed to sustain operations due to lack of advertising revenue. As a result of the constraining political environment in which the newspaper operated, potential advertisers were afraid of placing advertisements in the newspaper because of the nature of the content produced, which in view of Zimbabwe’s rival ethnic history, could easily be labelled ethnically divisive. Also, being a new player in the market worked to their disadvantage as prospective advertisers opted to place their adverts in “tried and tested” publications (Zimpapers and Alpha Media Holdings). Additionally, because of poor management, roles were not clearly defined and hence the newspaper failed to operate as a business enterprise. As noted during interviews with junior reporters, there was little or no experience at management level. The paper lacked a coordinated circulation strategy and from inception, was never officially launched, which resulted in the failure to reach significant audiences.
- Full Text:
- Date Issued: 2014
- Authors: Moyo, Chelesani
- Date: 2014
- Subjects: Southern Star (Zimbabwe) , Matabeleland (Zimbabwe) -- History -- Autonomy and independence movements , Mass media and nationalism -- Zimbabwe , Mass media -- Political aspects -- Zimbabwe , Press and politics -- Zimbabwe , Newspaper publishing -- Management , Newspapers -- Marketing
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:3530 , http://hdl.handle.net/10962/d1013273
- Description: This research is premised on the understanding that alternative forms of media emerge to deal with specific ideological projects and, as such, must be seen as satisfying a specific need at a specific point in time. Using the case of a weekly newspaper, The Southern Star which was in circulation from January 2012 to June 2012, this study sought to understand the factors that led to the establishment of the newspaper, what it sought to achieve, how it went about putting that into practice, its message in relation to debates emanating from the ‘Matabeleland Question’ and also the factors that led to the its collapse. In order to address my research questions, I adopted a two stage research design qualitative content analysis and semi structured in depth interviews. In locating the study within the qualitative epistemic understanding of research, it was clear from the qualitative content analysis of 13 editions of the publication and in depth interviews held with 15 respondents that the newspaper was set up with the aim of serving a marginalised section of the population (in this instance the Ndebele) by providing them with a platform to articulate issues affecting them. It also sought to ‘speak’ the ‘unspoken’ within the mainstream media by focusing on Matabeleland identity politics. It achieved this by creating content around the Gukurahundi genocide, Matabeleland development, Matabeleland history and Matabeleland heroes. The newspaper also sought to emancipate the people from the South by advocated for social, cultural, economic and political justice as a resolution to the ‘Matabeleland Question’. However, the newspaper failed to sustain operations due to lack of advertising revenue. As a result of the constraining political environment in which the newspaper operated, potential advertisers were afraid of placing advertisements in the newspaper because of the nature of the content produced, which in view of Zimbabwe’s rival ethnic history, could easily be labelled ethnically divisive. Also, being a new player in the market worked to their disadvantage as prospective advertisers opted to place their adverts in “tried and tested” publications (Zimpapers and Alpha Media Holdings). Additionally, because of poor management, roles were not clearly defined and hence the newspaper failed to operate as a business enterprise. As noted during interviews with junior reporters, there was little or no experience at management level. The paper lacked a coordinated circulation strategy and from inception, was never officially launched, which resulted in the failure to reach significant audiences.
- Full Text:
- Date Issued: 2014
A critical study in the management of the female adolescent voice
- Authors: Goosen, Gysbert Jacobus
- Date: 2014
- Subjects: Voice, Change of , Women singers
- Language: English
- Type: Thesis , Masters , MMus
- Identifier: http://hdl.handle.net/10948/3438 , vital:20430
- Description: This treatise is a qualitative study that critically explores a current body of knowledge significant to the development of the female adolescent voice. The female adolescent voice is a field that is relatively under-researched in comparison to the male adolescent voice, although research in this regard has shown an increase in interest in the last two decades (Gackle 2011: 11). However, information related to the male adolescent voice still far outweighs the female adolescent voice. This study, through the use of six secondary objectives, identifies and highlights areas of the female adolescent voice development, where much of the current research lacks depth and insight. It therefore analyses and compares applicable literature in an attempt principally to contribute to a more structured and academic approach in this field. Insight into the auditory effects that occur during physiological mutation is further supported by investigating the functioning of the female voice registers and the respective influences of these on the different phases of vocal development of the female adolescent. The assistance and expertise of the conductor in this process, as well as in common areas such as voice classification, auditioning, voice placement, and repertoire selection are investigated to further consolidate and compare possible interventions for problems pertaining specifically to the female adolescent voice. The study concludes with a summary of the treatise and proposes suggestions for further study in this field.
- Full Text:
- Date Issued: 2014
- Authors: Goosen, Gysbert Jacobus
- Date: 2014
- Subjects: Voice, Change of , Women singers
- Language: English
- Type: Thesis , Masters , MMus
- Identifier: http://hdl.handle.net/10948/3438 , vital:20430
- Description: This treatise is a qualitative study that critically explores a current body of knowledge significant to the development of the female adolescent voice. The female adolescent voice is a field that is relatively under-researched in comparison to the male adolescent voice, although research in this regard has shown an increase in interest in the last two decades (Gackle 2011: 11). However, information related to the male adolescent voice still far outweighs the female adolescent voice. This study, through the use of six secondary objectives, identifies and highlights areas of the female adolescent voice development, where much of the current research lacks depth and insight. It therefore analyses and compares applicable literature in an attempt principally to contribute to a more structured and academic approach in this field. Insight into the auditory effects that occur during physiological mutation is further supported by investigating the functioning of the female voice registers and the respective influences of these on the different phases of vocal development of the female adolescent. The assistance and expertise of the conductor in this process, as well as in common areas such as voice classification, auditioning, voice placement, and repertoire selection are investigated to further consolidate and compare possible interventions for problems pertaining specifically to the female adolescent voice. The study concludes with a summary of the treatise and proposes suggestions for further study in this field.
- Full Text:
- Date Issued: 2014
A customer service strategy for Ngqura Container Terminal
- Mtshiselwa, Mkhululi Terrence
- Authors: Mtshiselwa, Mkhululi Terrence
- Date: 2014
- Subjects: SERVQUAL (Service quality framework) , Customer services -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8955 , vital:26446
- Description: The container terminals play an increasingly important role in the economy of many countries. In today’s global competitive environment delivering quality service is considered as an essential strategy for success and survival. In the very competitive container terminals, service quality is important in attracting and retaining customers. The shipping companies are interested in speed and reliability from the terminals. The time a ship stays in a port must be minimised, and, therefore, the handling of containers must be executed in a fast and reliable way. The importance of customer service as a competitive strategy in container terminal has long been recognised. The growth in container volumes and higher productivity by Ngqura Container Terminal has created greater demand than before from its customers in the shipping business. The current growth in container volumes and increased customer demand has made the situation at NCT less encouraging at times, due to additional traffic of vessels awaiting to dock at the port creating congestion problems; resulting in unplanned lengthy dock occupation by vessels and the current status quo is affecting NCT strategy in terms of arrival docking and providing a quick response to customers. The Ngqura terminal is under increasing pressure from its customers and stakeholders to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. Therefore, a literature study and questionnaire survey forms the main input for this research combined with interviews with terminal managers. The purpose of this research is to examine the service quality concepts and offer an operational approach for the measurement of the quality of Ngqura Container Terminal services. The main research problem in this study was to identify customer service strategies that could be applied by Ngqura Container Terminal in order to maintain and exceed its business growth as well as customer expectations? The study employed the SERVQUAL model as a measuring tool in establishing the customers’ general expectations of a service and their perceptions of the service received at Ngqura Container Terminal. The five elements of SERVQUAL, which are tangibles, reliability, responsiveness, assurance, and empathy, were used to deal with and solve the main problem. Below are the sub-problems that have been identified in order to investigate and develop a research strategy: What is the customer’s perception of service quality at NCT?; What are the specific customer service requirements of NCT’s customers?; Does NCT’s service operations performance enable it to fulfill its customer service requirements?; How can the performance gap between customer service requirements and service operations performance be bridged?; Which service quality elements are important to customers for container terminals? This study wants to concentrate on the customers’ perception and evaluation toward service performance in Ngqura Container Terminal.
- Full Text:
- Date Issued: 2014
- Authors: Mtshiselwa, Mkhululi Terrence
- Date: 2014
- Subjects: SERVQUAL (Service quality framework) , Customer services -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8955 , vital:26446
- Description: The container terminals play an increasingly important role in the economy of many countries. In today’s global competitive environment delivering quality service is considered as an essential strategy for success and survival. In the very competitive container terminals, service quality is important in attracting and retaining customers. The shipping companies are interested in speed and reliability from the terminals. The time a ship stays in a port must be minimised, and, therefore, the handling of containers must be executed in a fast and reliable way. The importance of customer service as a competitive strategy in container terminal has long been recognised. The growth in container volumes and higher productivity by Ngqura Container Terminal has created greater demand than before from its customers in the shipping business. The current growth in container volumes and increased customer demand has made the situation at NCT less encouraging at times, due to additional traffic of vessels awaiting to dock at the port creating congestion problems; resulting in unplanned lengthy dock occupation by vessels and the current status quo is affecting NCT strategy in terms of arrival docking and providing a quick response to customers. The Ngqura terminal is under increasing pressure from its customers and stakeholders to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. Therefore, a literature study and questionnaire survey forms the main input for this research combined with interviews with terminal managers. The purpose of this research is to examine the service quality concepts and offer an operational approach for the measurement of the quality of Ngqura Container Terminal services. The main research problem in this study was to identify customer service strategies that could be applied by Ngqura Container Terminal in order to maintain and exceed its business growth as well as customer expectations? The study employed the SERVQUAL model as a measuring tool in establishing the customers’ general expectations of a service and their perceptions of the service received at Ngqura Container Terminal. The five elements of SERVQUAL, which are tangibles, reliability, responsiveness, assurance, and empathy, were used to deal with and solve the main problem. Below are the sub-problems that have been identified in order to investigate and develop a research strategy: What is the customer’s perception of service quality at NCT?; What are the specific customer service requirements of NCT’s customers?; Does NCT’s service operations performance enable it to fulfill its customer service requirements?; How can the performance gap between customer service requirements and service operations performance be bridged?; Which service quality elements are important to customers for container terminals? This study wants to concentrate on the customers’ perception and evaluation toward service performance in Ngqura Container Terminal.
- Full Text:
- Date Issued: 2014