The use of mobile commerce to improve the services of life insurance post sale activities
- Authors: Afrifa, Rexford
- Date: 2008
- Subjects: Mobile commerce -- South Africa , Mobile computing -- South Africa , Mobile communication systems -- South Africa , Personal communication service systems -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8718 , http://hdl.handle.net/10948/913 , Mobile commerce -- South Africa , Mobile computing -- South Africa , Mobile communication systems -- South Africa , Personal communication service systems -- South Africa
- Description: Mobile commerce, due to its inherent characteristics of mobility and reachability in enhancing personalized services provides an excellent means for life insurers to exploit such avenue in their service offerings. The objective of this study was to determine whether mobile commerce can be used to improve the services of life insurance post-sale activities. This objective was achieved with the relevant literature and empirical study. To accomplish the objective of this treatise, a triangulated research approach was selected and a multiple-case study consisting of four cases was conducted. The four cases selected comprised of leading insurers with large market share in the life insurance market in South-Africa. The primary data were collected through questionnaire and face-to-face interviews with selected respondents. The main finding shows that the respondents had a positive view about mobile commerce and its application in their companies. This was demonstrated by 80 percent of respondents who agreed that mobile commerce was more of an opportunity rather than a challenge or even a threat for the life insurance market. The results also indicate that customer relationship management, mobile messaging services and field service automation functions were used by all the insurers; although minor discrepancies were observed due to the efficiency of each firms IT infrastructure. The Internet was found to assist in the collection of more precise data, to increase service performing abilities. Some of the major obstacles that were found to hinder the deployment of mobile commerce in the industry were security concerns, low and infrequent internet usage and performance by supporting industries. Cumbersome and inefficient legacy systems were declared as the greatest technological weakness particularly by respondents from case 1 and 2. Conversely, hardware and network infrastructure, lack of software packages, lack of technical expertise and the fear of disintermediation was rated low in hindering the deployment of mobile commerce. However, according to the findings the key benefits derived from engaging in increased mobile commerce activities include enhancing customer contact and service, more transparency and speed of claims management, increasing client retention and policy extension rates hence increasing overall company profit.
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- Date Issued: 2008
Investigating student readiness for tertiary education
- Authors: Agherdien, Nuraan
- Date: 2014
- Subjects: College preparation programs -- South Africa , Students, Transfer of , College student orientation
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9390 , http://hdl.handle.net/10948/d1020593
- Description: Many tertiary institutions are confronted with the challenge of unprepared students. This epidemic is largely due to factors in and out of individuals‟ control. These factors include academic proficiency, course-student match, support and integration, financial stability, preparation, personal circumstances and engagement. The main objective of this study is therefore threefold: Firstly, to describe what student readiness entails; secondly to understand why there is a lack of readiness among first-year Human Resource Management students, and thirdly, to identify and improve upon interventions that prepare students for tertiary education. For this study student readiness refers to the ability of students to meet the basic requirements to successfully enrol for a course without remedial assistance and to successfully complete their studies in the recommended timeframe. The target population of this study focussed on students who registered on a full-time basis for the National Diploma in Human Resource Management for the academic year 2014 (n=117). A self-administered questionnaire was distributed to the students and an open-ended questionnaire additionally to the lecturers who teach first-year Human Resource Management students. The study was subjected to various statistical techniques such as Cronbach‟s alpha, t-tests, Pearson moment product correlation and Cohen‟s d. In doing so an improved insight into student readiness and success was developed. The main findings of the study indicated that there is a relationship between the type of schooling and readiness factors as statistical significance was noted. In addition, students who scored high on readiness factors were more likely to succeed in tertiary education. Moreover the number of interventions students is exposed to positively influence student readiness and success. This study has contributed to the body of knowledge which relates to the broader educational environment in South Africa and provides recommendations to address student readiness and success.
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- Date Issued: 2014
Urban agriculture for sustainable livelihood : a case study of migrants' women in Johannesburg
- Authors: Agho, Njenyuei Gideon
- Date: 2014
- Subjects: Urban agriculture -- Economic aspects -- South Africa -- Johannesburg , Agriculture -- Economic aspects -- South Africa , Rural-urban migration -- South Africa
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9228 , http://hdl.handle.net/10948/d1020980
- Description: This research examines how urban agriculture contributes to the sustainable livelihood of migrants’ women living in the inner city of Johannesburg. The study focuses on the Cameroonian women community living in Turffontein. It explores the significant process of migration into the Republic of South Africa and the inspiration behind the choice of urban agriculture in the inner city of Johannesburg by women. The research report assesses the impact of urban agriculture on sustainable livelihood in the life of Cameroonian women living in Turffontein. It also examines the constraints encountered by these Cameroonians women in Turffontein in the practice of urban agriculture for sustainable livelihood. The findings of this study reveal that urban agriculture is used as a strategy for sustainable livelihood to a lot of Cameroonian migrants’ women living in Turffontein. The study has also shown how through urban agriculture these migrants’ women have been able to raise substantial income to support their respective families both in South Africa and in Cameroon. The study is based on a purposeful sample of Cameroonian migrants’ women living in the inner city of Johannesburg practicing urban agriculture. It uses a mixed method of approach with a transect walk to the area where this women practice the urban agriculture. It also included an in-depth face to face interactive interview and written sources such as journals, books and research reports where combined to gather relevant data. Thematic content analysis was used to analyse the data.
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- Date Issued: 2014
Investigating the consumer decision-making process and determinants of choice for prepaid services from mobile network service providers
- Authors: Ajayi, Ella
- Date: 2021-12
- Subjects: Mobile communication systems , Consumer behavior
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/53688 , vital:45713
- Description: The mobile telecommunications industry has been a fundamental and an important enabler in the advancement of the South African economy, with mobile network providers investing billions of rands in mobile infrastructure and facilitating a functional and progressive global marketplace (ICASA Annual Performance Plan, 2020/21). South Africa’s telecommunications system is one of the most sophisticated in the emerging markets, and according to Gillwald, Mothobi, and Rademan (2018, p.6), various indices including the ICT Development Index corroborate this view. The deployment of wireless communications networks in the country has had immeasurable social benefits for many consumers. The most rural areas of the country are now able to experience the convenience and ubiquity that comes with having access to mobile network technology. Though mobile network provision is making progress in terms of bridging the digital divide, inhibitors exist within the mobile competitive landscape that prevent consumers from exploring the full benefits of the advanced technologies at their disposal. According to Chinembiri (2020, p.6), mobile data costs remain high and out of reach for the average South African consumer, despite the recent requisite data price reduction by the dominant mobile network service providers. The prepaid segment is dominated by customers who either carry multiple SIM cards or switch between mobile network operators. The adoption by ICASA of the Mobile Number Portability (MNP), the process through which customers switch between mobile operators and keep their mobile number (Yadav, Dabhade, & Dabhade, 2013, p.1), resulted in significant reduction in switching costs thus perpetuating the migration of subscribers between mobile network providers. According to Olufemi and Strydom (2018, p. 52), the fiercest competition experienced by South African mobile providers is in the prepaid market. , Thesis (MBA) -- Faculty of Business and Economic Sciences, Business School, 2021
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- Date Issued: 2021-12
The entrepreneurial orientation and performance of African immigrant-owned small businesses in the Eastern Cape
- Authors: Akah Ndang, William
- Date: 2017
- Subjects: Small business -- South Africa -- Eastern Cape , Economic development -- South Africa -- Eastern Cape Family-owned business enterprises -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/13868 , vital:27315
- Description: Given the rapid inflow of African immigrant entrepreneurs into South Africa, as well as the lack of understanding and research attention given to African immigrant entrepreneurial orientation, the failure rate of their businesses in South Africa is very high. The purpose of this study is to contribute to more effective and robust African immigrant entrepreneurship in South Africa by investigating the impact of African immigrant entrepreneurial orientation on business performance. With this purpose in mind, the primary objective of this study is to establish the level of entrepreneurial orientation of African immigrant-owned small businesses in the Eastern Cape Province, and to determine the influence of this orientation on business performance. This study sets out to pull together previous findings and theories on the relationship between entrepreneurial orientation, and business performance, to find support for the theories on the determinants of entrepreneurial orientation in the literature, and to combine these findings into a simple model. An overview of small businesses was first conducted, in which the nature of small businesses and African immigrant-owned small businesses was taken into consideration, as well as the role small businesses play within the economy and the different challenges small businesses face. The dimensions of entrepreneurial orientation were discussed. These included Innovativeness, Pro-activeness, Risk-taking, Competitive aggressiveness, and Autonomy. Business performance was discussed and was measured in terms of financial and non-financial measures. The resource based view was also discussed and human, social, and financial capitals were taken into consideration. A proposed theoretical framework was established to show the relationship between entrepreneurial orientation and business performance of African immigrant-owned small businesses and this was later tested by developing a hypothesis. A structured questionnaire was developed and data was collected through these self-administered questionnaires. They were made available to the respondents by a means of the snowball technique and data was collected from 218 respondents. Each construct was defined and operationalised. This was done by using themes from previous studies, as well as self developed themes. Cronbach‟s alpha coefficients were used to confirm reliability and validity of the measuring instruments. Completed questionnaires were subject to different statistical tests. A descriptive analysis was carried out, as well as an exploratory factor analysis, multiple regression and an analysis of variance. The findings of this study showed that Innovativeness has a negative relationship to Business performance whilst Competitive aggressiveness, Proactiveness, Risk-taking, and Autonomy have a significant positive relationship to Business performance. Furthermore, the findings established that Financial capital has a significant relationship to Competitive aggressiveness, Innovativeness, and Proactiveness, whilst there is no relationship to Risk-taking and Autonomy. In addition, it was established that there is a significant relationship between Human capital and Competitive aggressiveness, Proactiveness, and Autonomy, whilst there is no relationship to Innovativeness and Risk-taking. Moreover, the study also showed that a relationship exists between some selected demographic variables of the African immigrant-owned small business and entrepreneurial orientation, as measured by Innovativeness (H1a), Pro-activeness (H1b), Risk-taking (H1c), Competitive aggressiveness (H1d) and Autonomy (H1e). An exception was the demographic variable, the Level of education, which was not found to be as stipulated in the hypothesis. In the context of this study, it was found that 62% of change in African immigrant-owned small business performance is affected by entrepreneurial orientation while other factors accounted for the remaining 38%. Management should revisit its entrepreneurial orientation capabilities and determine whether these are delivering values. This will require a review of policies and procedures in addition to benchmarking these activities to identify whether the business is committing an unwarranted and misplaced amount of resources to a given entrepreneurial orientation activity. Blind pursuit of the uniform implementation of an entrepreneurial dimension is not an effective way for African immigrant-owned small businesses to create an advantage.
- Full Text:
- Date Issued: 2017
The taxability of rewards from suppliers
- Authors: Akoonjie, Ahmed Hassen
- Date: 2016
- Subjects: Taxation -- South Africa Industrial procurement -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/11253 , vital:26902
- Description: Successful business in today’s competitive climate thrives on building relationships with one’s suppliers, clientele and employees. Businesses, as a form of strategic engagement, extend their appreciation and recognition to these key role players with rewards (or incentives) such as prizes, holidays and free goods and/or services. This treatise examines the taxation implications of such rewards and determines that the market value thereof should be taxed in the hands of their recipients. This study also investigates possible indicators (or points of reference) to establish such market value and suggests alternate values that may be ascribed thereto for inclusion in the recipient’s gross income. Where the rewards are passed onwards by the recipient to its employees, fringe benefit consequences are occasioned and this study observes that the market value thereof should be taxed in the employees’ hands. The study goes on further to consider the position of the supplier (or provider) of the rewards and finds that the supplier is entitled to a deduction of the cost of the rewards it has provided to its clients or customers. This study also reflects upon the penal implications of not including the market value of rewards in gross income and notes that such non-inclusion constitutes a fiscal loss and is subject to an understatement penalty. Key recommendations on how such omission may be addressed by the tax authorities are also presented.
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- Date Issued: 2016
Valuing preferences for freshwater inflows into selected Western and Southern Cape estuaries
- Authors: Akoto, William
- Date: 2009
- Subjects: Estuarine ecology -- South Africa , Freshwater ecology -- South Africa , Estuaries -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:8992 , http://hdl.handle.net/10948/915 , Estuarine ecology -- South Africa , Freshwater ecology -- South Africa , Estuaries -- South Africa
- Description: An estuary is the last stage of a river. It is where the river meets the sea. Estuaries are one of the most significant features of the South African coastline. In recent years, South Africa has witnessed an increase in the demand for freshwater for both industrial and domestic purposes. At the same time, there has been a gradual deterioration of river systems and their catchments. To add to this, there has been a gradual reduction in the amount of recorded rainfall, which is the primary source of freshwater for rivers. This has resulted in decreased freshwater inflow into estuaries, a situation which poses a serious threat to the biological functioning of these estuaries and the services rendered to its recreational users. A deterioration of estuary services reduces the yield for subsistence households and their appeal for recration. This study uses the contingent valuation method as its primary methodology to elicit users' willingness-to-pay to reduce the negative impacts of reduced freshwater inflow into selected western and southern Cape estuaries. Eight estuaries were selected for this study; the Breede, Duiwenhoks, Great Berg, Kleinemond West, Mhlathuze, Swartvlei and Olifants estuaries. The contingent valuation (CV) method is widely used for studies of this nature because of its ability to capture active, passive and non-use values. The CV method involves directly asking people how much they would be willing to pay for specific environmental services. In this case, users were asked what they would be willing to pay to sustain freshwater inflows into selected estuaries in order to prevent the negative impacts of reduced inflows. The travel cost method (TCM) was uesed to generate an alternative comparative set of values for the purposes of convergence testing. This is because convergence testing is highly desirable as a validity test for CV estimates.
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- Date Issued: 2009
Factors influencing consumer decision-making process in the private health institutions
- Authors: Akponah, Voke Blessing
- Date: 2015
- Subjects: Consumer behavior Decision making , Public-private sector cooperation
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/50033 , vital:41993
- Description: The development that has taken place in the health care sector includes all factors that have brought changes in the consumer decision-making process regarding the private health institutions. In Nigeria, the development is evident in the delivery of the health care services. This indicates that the private health institutions deliver quality health care service by using efficient and quality medical equipment. However, there is a growing awareness among clients to perform an extensive search before the purchase of health care service and the increased expectation from health care quality by clients and their family. The change in consumer behaviour has caused a shift in the consumer decision-making process due to the availability of several sources of information and various health institutions they can choose from. The purpose of this study is to investigate the factors that influence the consumer decision-making process that can enhance customer satisfaction and reduce cognitive dissonance. In this study the behaviour of consumers is related to how they make decisions along several stages before they make a purchase and in a health care setting the decision-making process refers to the process that clients pass through in making choices on alternative health institutions. The quantitative research method was adopted in this study in describing, analysing and interpreting data. A structured questionnaire was employed to collect primary data from 450 respondents in Lagos state, Nigeria. The primary data was statistically analysed using five stages, namely, exploratory factor analysis, Cronbach‟s alpha reliability testing, descriptive statistics, multiple regression analysis, and Pearson correlation analysis. The empirical results of this study indicates that service encounter experience, personal income and support sources are significantly related to the decision-making process. The decision-making process also has significant positive relationship with both customer satisfaction and cognitive dissonance. This indicates that influential factors that have been identified through the empirical results enlighten researchers and the private health institutions on issues that influence the clients‟ decisions to utilise private health institutions. The well-being and satisfaction of clients will be enhanced if the private health institutions can craft effective strategies that will enable clients to gain easy access and utilise health care services. This study emphasised that access to and utilisation of health care services in the private health institutions can be granted to clients through personal income and support sources from family members and private health institutions. Futhermore, health insurance coverage is an effective way that will help clients overcome the financial constraints and restricted access to and utilisation of private health institutions. The study further reveals that the well-being and satisfaction of clients will be enhanced if private health institutions improve access to quality health care. Failure to improve the overall quality and performances of the health care services in the private health institutions can lead to clients‟ cognitive dissonance. Both private and public health institutions should play a major role in providing the necessary facilities that can assist the clients in their decision-making process regarding their health care needs. This will enable the health care institutions‟ staff to understand what clients value and need and, therefore, how well to satisfy them and reduce cognitive dissonance. Easy access and utilisation of the private health institutions as well as satisfaction in quality health care delivery will create better health outcomes for the workforce and citizens of a country and this will improve economic development.
- Full Text:
- Date Issued: 2015
The adoption of employee share ownership plans (ESOPs) in Nigeria
- Authors: Akponah, Voke Blessing
- Date: 2017
- Subjects: Employee ownership -- Nigeria , Profit-sharing -- Nigeria Management -- Employee participation -- Nigeria Nigeria -- Economic aspects
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10948/13834 , vital:27312
- Description: This study investigated the factors that influence the adoption of ESOPs in Nigeria. Furthermore, the study investigated the influence of the adoption of ESOPs on organisational performance, employee retention and employee commitment. The study results reveal that trade union responsiveness, reforms, awareness of employee benefits and taxation implication positively influence the adoption of ESOPs based on transparency. The results in this study further reveal that trade union responsiveness, takeovers, reforms, awareness of employee benefits and taxation implication effectively influence the adoption of ESOPs based on two-way communication. In addition, the study results reveal that trade union responsiveness, takeovers, reforms, awareness of employee benefits and trust positively influence the adoption of ESOPs based on empowerment. The study further reveals that adoption of ESOPs based on transparency, two-way communication and empowerment leads to organisational performance, employee retention and employee commitment. This study, being the first of its kind in Nigeria, filled the gap that existed in the Nigerian literature in respect of the awareness and adoption of ESOPs. This study provides literature and theoretical model that can be used as a foundation by organisations and the government to start up the adoption of ESOPs. This study showed that ESOPs is beneficial to boost the economy, enhance desired organisational outcomes (organisational performance, employee retention and employee commitment) and meet the financial and retirement needs of employees. However, for organisations and employees to enjoy the full benefits of ESOPs, underlying forces such as, trade union responsiveness, takeovers, reforms, awareness of employee benefits, trusts and taxation implication must be taken into account. Furthermore, the adoption, implementation and operations of ESOPs will be successful management, trade union leaders and employees utilise strategies such as, transparency, two-way communication and empowerment.
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- Date Issued: 2017
The morale and motivation of government employees in a science environment
- Authors: Alberts, Lauren Erna
- Date: 2017
- Subjects: Employee morale -- South Africa -- Cape Town Employee motivation -- South Africa -- Cape Town , Civil service -- Personnel management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/46262 , vital:39541
- Description: This study investigated the problem of low morale and motivation of government employees in a scientific environment. There is not a significant amount of research about morale and motivation of government or public sector employees, specifically in the scientific environment. The emphasis of this study was to establish those factors contributing to the causes of low morale in government employees through identifying motivational factors that impact their morale. This quantitative study of a sample of 74 respondents develops a framework to foster morale and motivation in government employees working at the Forensic Science Laboratory in Cape Town, South Africa. Extrinsic motivational factors (working environment, salary and job security) and intrinsic motivational factors (recognition, responsibility and training) were measured against morale. In identifying the key areas relating to those of the motivation factors and morale in government employees, the issue can be addressed and measures implemented to meet the needs of these employees. The findings demonstrated evidence of the presence of a significant relationship between morale and the extrinsic motivational factor, job security, as well as the intrinsic motivation factors of recognition, responsibility and training.
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- Date Issued: 2017
Investigation of the effects of 2000 & 2007 flooding on food security in two East African countries
- Authors: Albertsen, Jo-Anne Rose
- Date: 2009
- Subjects: Food security -- Environmental aspects -- Africa, Eastern , Floods -- Africa, Eastern , Agriculture -- Economic aspects -- Africa, Eastern
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9035 , http://hdl.handle.net/10948/916 , Food security -- Environmental aspects -- Africa, Eastern , Floods -- Africa, Eastern , Agriculture -- Economic aspects -- Africa, Eastern
- Description: Flooding has been identified as the predominant, environmental generator of food emergencies. Climate change and climate variability have been blamed for these extreme weather events, which are envisioned to affect the future food security and nutritional status of populations across the African continent. It is thus expected that these weather phenomena will continue to increase in frequency and intensity as climate change progresses. Already, climate change has had a dramatic effect on the natural world with increased desertification, warming oceans, rising temperatures and changing weather patterns. In turn, this has affected agriculture and fishing, which subsequently determines the availability of food. On the contrary, weather alone, is not the sole contributing factor to problems that are associated with food security/insecurity. Elements embedded within a political, social, economical, and/or other, context also serve to contribute to how a population or individual experiences food security. It is therefore imperative that these aspects from the social or developmental arena are considered in conjunction with aspects from the natural or environmental sciences. Such a holistic approach to subjects relating to climate change and development will eventually lead to the realisation of sustainable development, which in turn serves to protect human security in the long-term. The research was primarily directed at examining how flooding affects food security and what can be done to avoid, or cope with, a potential food crisis. The above-mentioned social and developmental features shaped the scope of this research, giving rise to an investigation which transcended the confines of flooding as an independent cause and consequence of food insecurity. With East Africa as a focal point, Mozambique and Zambia emerged as the most affected countries with millions of people affected by these devastating waters in 2000 and 2007, respectively. Due to the past nature of the events, it was most appropriate to utilise statistics from sources such as existing databases, reports and articles. Some of the topics that were included in the investigation examined the causes and consequences of the flooding and the management of these disasters. These topics were scrutinised using both qualitative and quantitative dimensions of research, so that an interesting and viable study could be undertaken. ii The research found that frequent and severe flood disasters increase a population‟s vulnerability to food insecurity, as a wide variety of assets, structures and infrastructures are destroyed. However, with careful management, planning and adaptation, many of these unwanted consequences can be avoided or swiftly overcome. Both Mozambique and Zambia were found to be countries that were determined to overcome the barriers associated with climate change and its subsequent extreme weather events. This positively indicated that they were committed to the development process and the wellbeing of their populations. Apart from introducing the topic surrounding the influence of flooding on food security in East Africa, one of the main goals of this research was to gather recommendations and suggestions for avoiding or managing issues that could hamper food security. This ultimately forms an important source of reference for governmental and non-governmental institutions dealing with flooding and food security. Even though Mozambique and Zambia were chosen as the cases for investigation, many of the recommendations can be adapted and applied to countries world-wide.
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- Date Issued: 2009
Evaluating service quality at George Municipality : a complaints management systems approach
- Authors: Alcock, Sandra
- Date: 2008
- Subjects: Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8717 , http://hdl.handle.net/10948/917 , Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Description: The search for service and product quality has come to the forefront of business studies as the most important consumer trend of the past two decades. Studies conducted indicate that the 1990s saw a dramatic change in customer expectations concerning service quality and standards with a corresponding increase in the number of complaints from disgruntled customers. In response to this, many organisations have established customer care and complaints management services to respond to the need of customers. A substantial amount of literature exists on the subject of complaints management and its role in service quality, however, the focus has been on organisations in the private sector. The research undertaken in this paper aimed to investigate the role of complaints management systems (CMS) to evaluate service quality. The focus of this research was on local government with special attention on George Municipality. A literature review was done to establish the importance of service quality for local government as well as to investigate the link between an effective complaints management system and improvement in service quality. Furthermore, it was necessary to investigate the characteristics, design and implementation of an effective complaints management system. A questionnaire was developed in order to obtain primary data from a selected sample group. The data obtained from the questionnaire was statistically analysed and interpreted. The core findings from the analysed questionnaire indicated the following: service quality is relevant in local government; there is no clear method to measure service quality; no formal and structured complaints management system exist, and the implementation of an effective complaints management system will both improve service delivery and provide benefits to all involved. iv This study recommends that: service quality standards and measurement be of strategic importance to local government; customers should be consulted and involved when determining the service quality standards and measurement, and an organised and structured complaints management system that seeks to address all complaints in order to improve the level of service quality to customers be developed. Finally, the success of the CMS will depend on management’s commitment to change on a continuous basis as well as the degree to which management proactively resolves customer complaint through the involvement of the customer.
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- Date Issued: 2008
Assessing intrapreneurship in a pharmaceutical manufacturing firm in the Eastern Cape
- Authors: Allen, Kevin Ian
- Date: 2014
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8828 , http://hdl.handle.net/10948/d1019758
- Description: Continuous innovation in terms of products, processes, administration and structures is needed to compete effectively in the global markets of the 21st century. This continuous innovation within an existing firm can be described in terms of intrapreneurship. The extent to which intrapreneurship is practiced within a Pharmaceutical firm (Firm A) within the Eastern Cape is the main question addressed in the research conducted. The research conducted involved the collection of two data sets. The first set looked at the perceived intrapreneurial characteristics of employees and their superiors. The second data set involved an assessment of 13 constructs (Strong customer orientation; Entrepreneurial leadership; Resource availability and accessibility; Innovation and creativity / new ideas encouraged; Empowered teams / multi-disciplined teamwork and diversity; Tolerance for risk, mistakes and failure; Sponsors (champions); Discretionary time and work; Appropriate rewards and reinforcement; Flat organisational structure with open communication and strong sense of belonging; Vision and strategic intent; Continuous- and cross-functional learning; Management support) measuring the intrapreneurial climate within the firm. Research took place within Firm A via a survey questionnaire that measured intrapreneurial characteristics using a 20 question self and superior assessment. The intrapreneurial climate survey consisted of 68 statements, which were assessed using a likert scale. A census was used given that the firm size was 450 employees. Results for the intrapreneurial climate gave Cronbach alpha values of greater than 0.6 for all of the constructs thus proving reliability of the data. With regard to the intrapreneurial characteristics results indicated that superiors were perceived to have weak characteristics as opposed to self-assessments which indicated strong characteristics. Three intrapreneurial climate constructs (Tolerance for risk, mistakes and failure; Appropriate rewards and reinforcement and Flat organisational structure) had mean results between 1.5 and 2.5 indicating respondents are not satisfied and attention needs to be given to improvement initiatives. The remaining ten constructs had mean scores between 2.5 and 3.5 indicating that respondents are neutral to the statement, indicating that improvement is recommended. Inferential statistics did not find significant differences in all constructs for any of the demographic variables tested. From the research it was concluded that the level of intrapreneurship within firm A is poor and recommendations are given. Further research within the firm is recommended.
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- Date Issued: 2014
The development of a project management body of knowledge model for Vodacom in the eastern region of RSA
- Authors: Alley, Andre
- Date: 2020
- Subjects: Cell phone services industry -- South Africa , Project management Knowledge management Organizational learning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/50338 , vital:42110
- Description: The purpose of this research was the development of a project management body of knowledge model for Vodacom in the Eastern Region of the Republic of South Africa (RSA). As a result of a recent increase of complaints regarding projects delivered by Vodacom Eastern Region. The research started with a structured literature review, followed by a qualitative case study research design using embedded units of analysis, providing useful insights in sustainable project management in Vodacom Easter Region, RSA. The outcome of the research was in the form of a sustainable project management body of knowledge model for Vodacom in the Eastern Region of RSA, which highlighted five focus areas, namely; team structure, project organisational structure, stakeholder management, attributes of team members, communication and information technology enablers. The study concluded with practical recommendations for a relevant and sustainable project management model under the five focus areas.
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- Date Issued: 2020
An assessment of the viability of establishing a hyperbaric oxygen therapy facility in the Nelson Mandela Metropolitan Municipality area
- Authors: Allie, Dean Gerard
- Date: 2005
- Subjects: Hyperbaric oxygenation -- South Africa -- Nelson Mandela Metropole , Hyperbaric oxygenation -- Practice
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:9262 , http://hdl.handle.net/10948/151 , Hyperbaric oxygenation -- South Africa -- Nelson Mandela Metropole , Hyperbaric oxygenation -- Practice
- Description: At present, the Eastern Cape is the only province in South Africa lacking a clinical hospital-based hyperbaric facility. East Cape Hyperbaric, to be situated at Greenacres Hospital in the Nelson Mandela Metropolitan, will offer the Eastern Cape community access to a world-class facility that will offer their patients Hyperbaric Oxygen Therapy and a Wound-Healing Facility. The objective of this study was to assess the viability of establishing a Hyperbaric Oxygen Therapy (HBOT) facility for the Nelson Mandela Metropolitan Municipality (NMMM), using sound business planning principles. A business plan precisely defines the business, identifies the goals, and serves as the firm's resume. A business plan will assist in allocating resources effectively, handle unforeseen complications, and assist in making sound business decisions. Because it provides specific and organized information about the company and how the company will repay borrowed money, a good business plan is a crucial part of business planning. In order to quantify the demand for a Hyperbaric Oxygen Therapy facility, a questionnaire was designed, in such a manner as to identify the current demand for a HBOT facility. The questionnaires were distributed to all medical practitioners within the NMMM by means of fax, e-mail and hand-delivery. Research conducted indicates that the results are promising enough to warrant the expedient creation of this business facility.
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- Date Issued: 2005
Creating value through customer relationships in the services sector
- Authors: Allie, Hisham
- Date: 2007
- Subjects: Customer services , Value added
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8740 , http://hdl.handle.net/10948/790 , Customer services , Value added
- Description: Many academic studies in the past have focussed on how to create value for businesses in terms of adding profit to the bottom line through performance, and many argue that adding value for the client is also viewed as a profitable business strategy. This strategy translates as a win-win business relationship since long-term relationships ensure customer loyalty, customer retention and repeat business. In the services sector, it is difficult to quantify the worth or value that a particular service has since services are intangible products. The perception of value of such a service is known as “perceived value” since value recognition rests with the consumer who attempts to quantify the worth of that service. It is generally accepted in the services sector that establishing long-term, mutually beneficial, meaningful business relationships add value for the client and helps them to attach a value to the services that company provides. A company cannot establish such relationships without the help of its employees who represents the face of the organisation and implements the value adding strategy on the organisation’s behalf. Recent studies have begun to address this, examining value creation in business relationships in the context of the sale of tangible goods. The process of value creation for customers in services relationships remains underresearched. Perceived value explains why customers choose one particular service over another, why service companies gain competitive advantage by maintaining genuine longterm customer relationships, and why “the personal touch”, created through emotional attributes such as trust, caring and empathy, adds value from customers’ perspective. This dissertation presents a study of perceived value from the perspective of the customer within the context of the delivery of a credence product in a services relationship model. Using grounded theory methodology; following in-depth interviews with consumers of general insurance, a number of customer-value creation dimensions for businesses have been identified. Parallel interviews with members of staff from the supplier company add a further perspective. This research demonstrates how organisations or suppliers in the services industry can add value when delivering a credence product in a services relationship context. It is believed that an understanding of the value-adding dimensions can be implemented to create opportunities to build value for customers, with commensurate benefits for suppliers. Following analysis of the interviews held with each buyer, a total of six value dimensions are identified in the findings chapter. Each dimension is individually described, discussed, and illustrated with quotations from customers and supplier’s staff. Other issues relating to value arising from the interviews are examined in the discussion chapter. Three areas for further research are proposed in the conclusion.
- Full Text:
- Date Issued: 2007
Commercial maritime higher education needs in South Africa
- Authors: Allison, Lee-Ann
- Date: 2020
- Subjects: Marine resources
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10948/47496 , vital:40117
- Description: Seaborne cargo trade accounts for over 80% of the physical volume of global trade. Maritime transport thus fulfills an integral function in the economy of the world. South Africa generates approximately 3.5% of the world’s seaborne trade by value and 1.61% by tonnage, but the business of shipping all that cargo is undertaken by foreign firms. Operation Phakisa, the Comprehensive Maritime Transport Policy, and the South African Maritime Road Map, in pursuance of the National Development Plan, aim to revive the commercial maritime sector. In order to meet the demand for the skills and innovative abilities sought at executive and managerial levels in the commercial maritime sector, higher education in the knowledge of maritime business is increasingly becoming a prerequisite. Investment in higher education of quality and relevance in the maritime field would contribute to achieving the goals of the government for harnessing the potential of South Africa’s blue economy. The literature is researched in order to establish an authoritative view that the knowledge and the inspiration for entrepreneurial activity in the maritime sector can be imparted through higher education; and for example, that a viable shipping sector can contribute to the growth of a country’s economy. The South African maritime sector is then described. The commercial maritime higher education available at universities and other institutions of higher learning in South Africa, as well as in other African countries and elsewhere in the world, is examined, in order to be able to identify the degree and diploma courses available. Maritime courses imply not only the content of the educational material, but also the method whereby the knowledge is instilled in learners, and which extends well beyond the classroom. A survey, by way of the personal interviews of leaders in maritime business, maritime government affairs, and academics teaching maritime topics, is then undertaken to ascertain their views on the education required to promote the maritime sector in South Africa, using the list of subjects available for study worldwide, to assist their choice. The literature research and the interview survey by design also enable the secondary aims of the study to be achieved. Those aims include determining how awareness of the maritime domain could be raised and how co-operation between academia, business, and government, known as the triple helix could be organized, to promote the growth of the maritime sector. The results of the survey are analyzed and tabulated, in order to illustrate the extent of the agreement between those interviewed and the conclusions reached. These conclusions establish: (i) that the commercial maritime education currently available in South Africa, is inadequate to meet the aim of the government to the sector; (ii) that a post-graduate degree iv in the specified maritime studies incorporating a period of internship, and following on the first degree in business subjects, is required; (iii) that a triple helix of co-operation between academia, business, and the government is essential to grow the commercial maritime sector in which South African entrepreneurs educated in such business will have the advantage; (iv) that greater awareness of the maritime domain is essential in South Africa if entrepreneurship in maritime business is to be cultivated; and (v)that such awareness can be cultivated in various ways; but it should start by including more maritime topics in the current school curricula.
- Full Text:
- Date Issued: 2020
Commercial maritime higher education needs in South Africa
- Authors: Allison, Lee-Anne
- Date: 2020
- Subjects: Education, Higher -- Curricula , Education, Higher -- Research Merchant marine Shipping -- Economic aspects
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: http://hdl.handle.net/10948/50350 , vital:42111
- Description: Seaborne cargo trade accounts for over 80% of the physical volume of global trade. Maritime transport thus fulfils an integral function in the economy of the world. South Africa generates approximately 3.5% of the world’s seaborne trade by value and 1.61% by tonnage; but the business of shipping all that cargo is undertaken by foreign firms. Operation Phakisa, the Comprehensive Maritime Transport Policy and the South African Maritime Road Map, in pursuance of the National Development Plan, aim to revive the commercial maritime sector. In order to meet the demand for the skills and innovative abilities sought at executive and managerial levels in the commercial maritime sector, higher education in the knowledge of maritime business is increasingly becoming a prerequisite. Investment in higher education of quality and relevance in the maritime field would contribute to achieving the goals of the government for harnessing the potential of South Africa’s blue economy. The literature is researched in order to establish an authoritative view that the knowledge and the inspiration for entrepreneurial activity in the maritime sector can be imparted through higher education; and for example, that a viable shipping sector can contribute to the growth of a country’s economy. The South African maritime sector is then described. The commercial maritime higher education available at universities and other institutions of higher learning in South Africa, as well as in other African countries and elsewhere in the world, is examined, in order to be able to identify the degree and diploma courses available. Maritime courses imply not only the content of the educational material, but also the method whereby the knowledge is instilled in learners, and which extends well beyond the classroom. A survey, by way of the personal interviews of leaders in maritime business, maritime government affairs, and academics teaching maritime topics, is then undertaken to ascertain their views on the education required to promote the maritime sector in South Africa, using the list of subjects available for study worldwide, to assist their choice. The literature research and the interview survey by design also enable the secondary aims of the study to be achieved. Those aims include determining how awareness of the maritime domain could be raised and how co-operation between academia, business and government, known as the triple helix could be organised, to promote the growth of the maritime sector. The results of the survey are analysed and tabulated, in order to illustrate the extent of the agreement between those interviewed and the conclusions reached. These conclusions establish: that the commercial maritime education currently available in South Africa, is inadequate to meet the aim of the government to the sector; that a post-graduate degree in the specified maritime studies incorporating a period of internship, and following on a first degree in business subjects, is required; that a triple helix of co-operation between academia, business and the government is essential to grow the commercial maritime sector in which South African entrepreneurs educated in such business will have the advantage; that greater awareness of the maritime domain is essential in South Africa if entrepreneurship in maritime business is to be cultivated; and that such awareness can be cultivated in various ways; but it should start by including more maritime topics in the current school curricula.
- Full Text:
- Date Issued: 2020
The role of foreign aid in poverty alleviation and economic development in Malawi
- Authors: Amanda, Amerley Armah
- Date: 2019
- Subjects: Economic development
- Language: English
- Type: Thesis , Masters , Degree
- Identifier: http://hdl.handle.net/10948/40220 , vital:35988
- Description: For over fifty years, the majority of the Western nations have provided foreign aid to underdeveloped countries, particularly on the African continent, claiming they wanted to bring about development and alleviate the so-called poverty trap. However, the effect of such financial transfer has not been significant in most of these countries, as many recipient countries still suffer from extreme poverty and underdevelopment. Malawi is a landlocked country found in south-eastern Africa. This small country, despite being a major recipient of foreign aid since the 1960s until the present day, continues to experience extreme poverty. Malawi is one of the world’s poorest countries, ranking 174 out of 187 as at 2013, with over 50.7% of its population living below the poverty line. Thus, this study sought to assess the role of foreign aid in poverty alleviation in Malawi over the years and particularly in the 2000-2015 period. Literature related to this study on foreign aid was reviewed to gain insight into the views of other writers on the topic under study. The study used secondary sources of data to examine the effect of foreign aid on poverty alleviation in Malawi. The study found out that, even though foreign aid to Malawi might have been provided to address poverty and economic challenges to some extent, these objectives have not been met because of donor conditionalities, poor coordination, corruption and mismanagement of donor funding. The study equally found that donors to Malawi over the years have laid much emphasis on good governance rather than poverty alleviation, hence no significant contribution of foreign aid assistance in poverty alleviation, particularly among the rural population which makes up the majority of the poor. This study recommends that to enhance aid effectiveness in poverty alleviation, there is a need for donors to revise their conditions based on the recipient country’s needs and not on donor motives. Secondly, the government of Malawi should consider establishing a legal and legislative framework that guides the use of donor funding and donor activities to ensure accountability and sustainability.
- Full Text:
- Date Issued: 2019
A theoretical model for successful management of revenue for beneficiary communities of renewable energy companies in South Africa
- Authors: Amansure, Ricardo Julian
- Date: 2017
- Subjects: Strategic planning -- South Africa , Social responsibility of business -- South Africa , Renewable energy sources -- South Africa
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10948/7408 , vital:21351
- Description: The Renewable Energy (RE) sector is one of the fastest growing new industries in the Republic of South Africa (RSA). The Bloomberg New Energy Finance Climate Scope Report recently ranked RSA third globally, behind China and Brazil, and first among African countries for investment in clean energy (Glickman, 2014). However, one of the main benefits to be derived from the industry, that of socio-economic and enterprise development, is not being achieved owing to unsuccessful management of revenue for beneficiary communities in the renewable energy sector in RSA. Challenges relating to good governance and long-term planning are causing significant harm to communities that are already vulnerable, and are threatening to have a negative effect on the industry’s ability to fulfil its obligation to alleviate and, ultimately, eradicate poverty in some of the poorest communities in RSA.The primary objective of this study is to develop a model for the successful management of revenue for beneficiary communities in the renewable energy sector in South Africa. The model will provide guidance for enterprises, stakeholders, industry experts and community development practitioners within the renewable energy sector towards a pro-active, effective, and relevant decision-making process to achieve success in managing revenue for beneficiary communities. To address the primary objective, a number of secondary objectives were established by developing a conceptual model comprising variables identified in a comprehensive survey of the related literature. A path diagram, based on the formulation of appropriate hypotheses, was constructed between the independent variable and subsequent intervening and dependent variables. Primary data sourced from the identified national and international population of project management practitioners were collected by means of an electronic measuring instrument. The data were analysed and tested empirically by means of Structural Equation Modelling (SEM). The determinants that were identified through a review of the literature as influencing the success of managing revenue for beneficiary communities of renewable energy companies in South Africa included: the use of outside advice, strategic financial services, strategic planning, strategic partnerships, infrastructure development and project management. In order to achieve the objective, the following research questions were formulated: What is the influence of external factors such as outside advisers and support services on the perceived success of managing revenue for beneficiary communities of renewable energy companies in South Africa? The purpose of this research, therefore, was to evaluate and recommend new methodologies to the renewable energy sector by introducing a model of perceived success in managing revenue for beneficiary communities of renewable energy companies in South Africa. The study provided new insight into managing revenue for beneficiary communities in RSA. With the renewable energy sector being one of the fastest growing sectors in the RSA, and the RSA Government being determined to link the location of renewable energy facilities to economic development, this research has given new insight into managing revenue for SED and ED. The objectives of multi-sector participation, transformational change and sustainable initiatives for beneficiary communities could ensure greater consideration and care when managing beneficiary revenue. Thereby, the opportunity presented by the RE industry for beneficiary communities can change these communities dramatically for the better. The study makes a valuable contribution to the body of knowledge about managing revenue for beneficiary communities. The proposed model has led to a better understanding of the determinants that influence the success of managing revenue for beneficiary communities, namely: distinctive benefits (a combination of two variables: outside advice and support services), financial management, developmental benefits (a combination of two variables: infrastructure development and education), human development, project management and strategic planning. The study has also opened up new avenues of research into this subject.
- Full Text:
- Date Issued: 2017