An analysis of how leadership has shaped the culture of customer centricity in the branch of a bank
- Authors: Mali, Mandisa
- Date: 2020
- Subjects: Banks and banking -- Customer services , Banks and banking -- Customer services -- South Africa -- Case studies , Customer relations -- Management , Customer relations -- Management -- South Africa -- Case studies , Relationship banking -- South Africa -- Case studies , Bank management -- South Africa -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/171852 , vital:42132
- Description: Financial institutions are faced with increasing competition as there has been an increase in new entrants in the industry, therefore a battle of market share in banking is in progress. Digitization is fast changing how customers perceive value, customers have become spoilt for choice and thus banks have to implement strategies that will help them to increase their market share by keeping the customers they currently have and strategies that help them to acquire more customers. A strategy on its own will not support organizational goals, if it is not adopted by the executers – the employees on the ground. It is important for leaders to support the strategic goals of an organization by ensuring that the goals become a culture, a way of doing things in that organization. This study is an analysis of how leadership shaped a culture of customer centricity in the branch of a bank. The objectives of the study were to: (1) To describe the culture of customer centricity that was cultivated by the branch manager; (2) To analyse what the leader pays attention to, measures and controls on a regular basis, in support of a culture of customer centricity; (3) To analyse how the leader conducts deliberate role modelling, teaching and coaching in support of a culture of customer centricity; (4) To analyse whether - and if so how - the quality of the dyadic relations between the leader and her followers enables or disables the effect of cultural mechanisms on the culture of customer centricity; and (5) To analyse how the leader built high quality relations with her followers The study took the form of a case study of a branch of a bank, where nine universal bankers and their former leader were interviewed. The data were then analysed using a deductive thematic analysis. The findings met all objectives of the study and the findings supported the propositions. The findings also discovered that reward and recognition contributed to the shaping of a culture of customer centricity. In conclusion the limitations and delimitations of the study are acknowledged, and recommendations are made. The study contributes towards the Social Exchange Theory (SET) and demonstrates how high-quality leader member exchange (LMX) relations can be developed. Several recommendations are made for further studies on factors shaping a culture of customer centricity, and implications for management are considered.
- Full Text:
- Date Issued: 2020
- Authors: Mali, Mandisa
- Date: 2020
- Subjects: Banks and banking -- Customer services , Banks and banking -- Customer services -- South Africa -- Case studies , Customer relations -- Management , Customer relations -- Management -- South Africa -- Case studies , Relationship banking -- South Africa -- Case studies , Bank management -- South Africa -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/171852 , vital:42132
- Description: Financial institutions are faced with increasing competition as there has been an increase in new entrants in the industry, therefore a battle of market share in banking is in progress. Digitization is fast changing how customers perceive value, customers have become spoilt for choice and thus banks have to implement strategies that will help them to increase their market share by keeping the customers they currently have and strategies that help them to acquire more customers. A strategy on its own will not support organizational goals, if it is not adopted by the executers – the employees on the ground. It is important for leaders to support the strategic goals of an organization by ensuring that the goals become a culture, a way of doing things in that organization. This study is an analysis of how leadership shaped a culture of customer centricity in the branch of a bank. The objectives of the study were to: (1) To describe the culture of customer centricity that was cultivated by the branch manager; (2) To analyse what the leader pays attention to, measures and controls on a regular basis, in support of a culture of customer centricity; (3) To analyse how the leader conducts deliberate role modelling, teaching and coaching in support of a culture of customer centricity; (4) To analyse whether - and if so how - the quality of the dyadic relations between the leader and her followers enables or disables the effect of cultural mechanisms on the culture of customer centricity; and (5) To analyse how the leader built high quality relations with her followers The study took the form of a case study of a branch of a bank, where nine universal bankers and their former leader were interviewed. The data were then analysed using a deductive thematic analysis. The findings met all objectives of the study and the findings supported the propositions. The findings also discovered that reward and recognition contributed to the shaping of a culture of customer centricity. In conclusion the limitations and delimitations of the study are acknowledged, and recommendations are made. The study contributes towards the Social Exchange Theory (SET) and demonstrates how high-quality leader member exchange (LMX) relations can be developed. Several recommendations are made for further studies on factors shaping a culture of customer centricity, and implications for management are considered.
- Full Text:
- Date Issued: 2020
The effect of technology acceptance model and trust on online banking in Zambia
- Authors: Hamusone, Collins Moonga
- Date: 2020
- Subjects: Internet banking -- Zambia , Banks and banking -- Computer networks -- Zambia , Banks and banking -- Information technology -- Zambia , Banks and banking -- Technological innovations -- Zambia , Consumer behavior -- Zambia
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/163637 , vital:41063
- Description: The banking industry has been influenced by the evolution of technology and in the process , reduced the cost of transacting and increased the speed of service delivery. This global change has been driven by the development of alternative banking channels from the traditional brick and mortar walls to a utomated teller machines , phone - banking, and now the most recent phenomenon, online banking . The current study, conducted in Lusaka, Zambia investigated the adoption of online banking technology using the Technology Acceptance Model (TAM) with perceived ea se of use, perceived usefulness and trust. T he two constructs perceived ea se of use, perceived usefulness are known to be the most accurate subjective measurement scales for predicting user acceptance . T echnology Acceptance Model (TAM) is the most widely used model and theorizes that if a user fi nds the technology useful , it will influence the user’s attitude positively, thereby increasing the intention to use and finally allowing for adoption. In a cross - sectional survey of 478 participants, and using logistic regression, this study found that perceived usefulness , perceived ease of use and trust were positively associated with users’ intentions to adopt online banking , and these relationships were statistically significant. The findings from this study provide support for the theoretical model. The study further found no contradicting results, and this provides banks in Zambia with an opportunity to grow online banking as the consumer behaviour indicates a willingness and int ention to adopt the technology. The current study was limited to the urban areas of Lusaka which had a population of 3.2 million . Future research may also investigate the impact of culture on the adopti on of online banking technology .
- Full Text:
- Date Issued: 2020
- Authors: Hamusone, Collins Moonga
- Date: 2020
- Subjects: Internet banking -- Zambia , Banks and banking -- Computer networks -- Zambia , Banks and banking -- Information technology -- Zambia , Banks and banking -- Technological innovations -- Zambia , Consumer behavior -- Zambia
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/163637 , vital:41063
- Description: The banking industry has been influenced by the evolution of technology and in the process , reduced the cost of transacting and increased the speed of service delivery. This global change has been driven by the development of alternative banking channels from the traditional brick and mortar walls to a utomated teller machines , phone - banking, and now the most recent phenomenon, online banking . The current study, conducted in Lusaka, Zambia investigated the adoption of online banking technology using the Technology Acceptance Model (TAM) with perceived ea se of use, perceived usefulness and trust. T he two constructs perceived ea se of use, perceived usefulness are known to be the most accurate subjective measurement scales for predicting user acceptance . T echnology Acceptance Model (TAM) is the most widely used model and theorizes that if a user fi nds the technology useful , it will influence the user’s attitude positively, thereby increasing the intention to use and finally allowing for adoption. In a cross - sectional survey of 478 participants, and using logistic regression, this study found that perceived usefulness , perceived ease of use and trust were positively associated with users’ intentions to adopt online banking , and these relationships were statistically significant. The findings from this study provide support for the theoretical model. The study further found no contradicting results, and this provides banks in Zambia with an opportunity to grow online banking as the consumer behaviour indicates a willingness and int ention to adopt the technology. The current study was limited to the urban areas of Lusaka which had a population of 3.2 million . Future research may also investigate the impact of culture on the adopti on of online banking technology .
- Full Text:
- Date Issued: 2020
Suicide and the South African business cycle: a time series approach, 2006-2015
- Authors: Pitot, Amaury
- Date: 2018
- Subjects: Suicide -- South Africa , Business cycles -- South Africa , Autoregression (Statistics) , Divorce -- South Africa , AutoRegressive Distributed Lagged model (ARDL)
- Language: English
- Type: text , Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10962/62286 , vital:28150
- Description: Suicide is a major public health issue and imposes substantial economic cost on society every year. For example, the World Health Organisation has estimated that there are over one million completed suicides every year, of which about 75% occur in middle and low income countries. In South Africa, suicide is one of the leading causes of non-natural death, but remains under-researched from an economic point of view due to limited data availability. Using monthly data for the period 2006-2015, this study explores whether there is a relationship between suicide and the South African business cycle. This is further broken down to examine how, if at all, this relationship with the business cycle differs across age-, gender-, and racial groups. The primary source of data for suicide and demographic groups were obtained from Statistics South Africa’s Mortality and Causes of Death Data from Death Notification released since 2006. The coincident indicator was used as a proxy for the business cycle as it represents the business cycle in real time. Using an autoregressive distributed lagged model (ARDL), a long run relationship was established with suicide being a function of the coincident indicator, divorce and fertility rate. The findings of this paper show that the overall suicide rate moves with the South African business cycle (i.e. pro-cyclical relationship) in the long run. This relationship holds for males, the black population group and the 15-29 and 30-44 age categories. In addition, the divorce rate had a positive and significant relationship with the overall suicide rate, as well as suicide among the black population group and for the 30-44 age category, whereas fertility rates had no significant relationship with suicide.
- Full Text:
- Date Issued: 2018
- Authors: Pitot, Amaury
- Date: 2018
- Subjects: Suicide -- South Africa , Business cycles -- South Africa , Autoregression (Statistics) , Divorce -- South Africa , AutoRegressive Distributed Lagged model (ARDL)
- Language: English
- Type: text , Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10962/62286 , vital:28150
- Description: Suicide is a major public health issue and imposes substantial economic cost on society every year. For example, the World Health Organisation has estimated that there are over one million completed suicides every year, of which about 75% occur in middle and low income countries. In South Africa, suicide is one of the leading causes of non-natural death, but remains under-researched from an economic point of view due to limited data availability. Using monthly data for the period 2006-2015, this study explores whether there is a relationship between suicide and the South African business cycle. This is further broken down to examine how, if at all, this relationship with the business cycle differs across age-, gender-, and racial groups. The primary source of data for suicide and demographic groups were obtained from Statistics South Africa’s Mortality and Causes of Death Data from Death Notification released since 2006. The coincident indicator was used as a proxy for the business cycle as it represents the business cycle in real time. Using an autoregressive distributed lagged model (ARDL), a long run relationship was established with suicide being a function of the coincident indicator, divorce and fertility rate. The findings of this paper show that the overall suicide rate moves with the South African business cycle (i.e. pro-cyclical relationship) in the long run. This relationship holds for males, the black population group and the 15-29 and 30-44 age categories. In addition, the divorce rate had a positive and significant relationship with the overall suicide rate, as well as suicide among the black population group and for the 30-44 age category, whereas fertility rates had no significant relationship with suicide.
- Full Text:
- Date Issued: 2018
An investigation into the origin and evolution of the Tierkloof Wetland, a peatland dominated by Prionium serratum, in the Western Cape
- Authors: Bekker, Debra Jane
- Date: 2017
- Subjects: Prionium serratum , Tierkloof Wetland (Western Cape, South Africa) , Wetlands -- South Africa -- Western Cape , Aquatic plants -- South Africa -- Western Cape Cape , Peatland ecology -- South Africa -- Western Cape , Kromme River (Eastern Cape, South Africa)
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: http://hdl.handle.net/10962/53689 , vital:26311
- Description: The Tierkloof Wetland in the Western Cape has been damaged through erosion down to bedrock with gullies that are up to 50 m wide and 7 m deep. The purpose of this study was to investigate the origin and evolution of the Tierkloof Wetland and consider the role both natural and human-induced processes have played in its degradation. The main methods used were digital mapping using GIS software, satellite and aerial photographic interpretation of past and current land use, detailed topographic surveying, coring to bedrock, stratigraphic analysis of valley-fill sediments, and radio carbon dating of peat samples. Nine GIS-produced topographic profiles across the valley were plotted to analyse downstream changes in valley width and morphology along the length of the Tierkloof valley. Detailed cross sections of the stream channel were produced using topographic survey data. Depth to bedrock analysis indicated that there is evidence of a degree of planing of bedrock over geological time periods. Survey data indicates that the longitudinal slope of the former wetland surface is remarkably uniform over most of its length and there is an overall thinning of the valley fill from the head to the toe of the wetland. The stratigraphy and associated organic matter content of the wetland soils showed that the sedimentary fill varies considerably. There are appreciable accumulations of organic sediment, including sandy peat and peat layers with organic content of up to 50 %. The two radio carbon dates obtained from the gully wall midway down the Tierkloof Wetland suggest that peat accumulation started following the last glacial maximum. The peat has accumulated consistently and is mostly associated with the growth of the palmiet, Prionium serratum. Evidence from past and current land-use activities from aerial photographic interpretation show that natural vegetation in the Tierkloof Wetland has been severely degraded, alien plants are extremely common, and road-building and artificial drainage in the wetland have influenced fluvial processes. It is likely that these activities, exacerbated by the high rainfall events in the early 2000s, have triggered the erosional phase that was initiated a few decades ago. However, longer term processes (thousands to tens-of-thousands of years), such as the planing of the bedrock, also indicate that erosional processes have been a natural part of the Tierkloof Wetland development. A conceptual model of wetland development is thus proposed, based on long-term erosional and depositional processes that are linked with climate change and the current aggradation phase of peat formation that is being driven by the ecosystem engineering processes of palmiet plant growth. It is further suggested that relatively recent land-use activities have resulted in an already vulnerable wetland, in geomorphological terms, to cross a threshold to become a severely degraded, gulley- dominated wetland.
- Full Text:
- Date Issued: 2017
- Authors: Bekker, Debra Jane
- Date: 2017
- Subjects: Prionium serratum , Tierkloof Wetland (Western Cape, South Africa) , Wetlands -- South Africa -- Western Cape , Aquatic plants -- South Africa -- Western Cape Cape , Peatland ecology -- South Africa -- Western Cape , Kromme River (Eastern Cape, South Africa)
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: http://hdl.handle.net/10962/53689 , vital:26311
- Description: The Tierkloof Wetland in the Western Cape has been damaged through erosion down to bedrock with gullies that are up to 50 m wide and 7 m deep. The purpose of this study was to investigate the origin and evolution of the Tierkloof Wetland and consider the role both natural and human-induced processes have played in its degradation. The main methods used were digital mapping using GIS software, satellite and aerial photographic interpretation of past and current land use, detailed topographic surveying, coring to bedrock, stratigraphic analysis of valley-fill sediments, and radio carbon dating of peat samples. Nine GIS-produced topographic profiles across the valley were plotted to analyse downstream changes in valley width and morphology along the length of the Tierkloof valley. Detailed cross sections of the stream channel were produced using topographic survey data. Depth to bedrock analysis indicated that there is evidence of a degree of planing of bedrock over geological time periods. Survey data indicates that the longitudinal slope of the former wetland surface is remarkably uniform over most of its length and there is an overall thinning of the valley fill from the head to the toe of the wetland. The stratigraphy and associated organic matter content of the wetland soils showed that the sedimentary fill varies considerably. There are appreciable accumulations of organic sediment, including sandy peat and peat layers with organic content of up to 50 %. The two radio carbon dates obtained from the gully wall midway down the Tierkloof Wetland suggest that peat accumulation started following the last glacial maximum. The peat has accumulated consistently and is mostly associated with the growth of the palmiet, Prionium serratum. Evidence from past and current land-use activities from aerial photographic interpretation show that natural vegetation in the Tierkloof Wetland has been severely degraded, alien plants are extremely common, and road-building and artificial drainage in the wetland have influenced fluvial processes. It is likely that these activities, exacerbated by the high rainfall events in the early 2000s, have triggered the erosional phase that was initiated a few decades ago. However, longer term processes (thousands to tens-of-thousands of years), such as the planing of the bedrock, also indicate that erosional processes have been a natural part of the Tierkloof Wetland development. A conceptual model of wetland development is thus proposed, based on long-term erosional and depositional processes that are linked with climate change and the current aggradation phase of peat formation that is being driven by the ecosystem engineering processes of palmiet plant growth. It is further suggested that relatively recent land-use activities have resulted in an already vulnerable wetland, in geomorphological terms, to cross a threshold to become a severely degraded, gulley- dominated wetland.
- Full Text:
- Date Issued: 2017
An exploration of health professional's perceptions of the role of clinical psychologists
- Authors: Zitianellis, Marina Sophia
- Date: 2005
- Subjects: Community health services -- South Africa , Community mental health services -- South Africa , Medical personnel -- South Africa -- Attitudes , Primary health care -- South Africa , Clinical psychologists
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:3091 , http://hdl.handle.net/10962/d1002601 , Community health services -- South Africa , Community mental health services -- South Africa , Medical personnel -- South Africa -- Attitudes , Primary health care -- South Africa , Clinical psychologists
- Description: The South African government has initiated the transformation of health services in the country towards primary health care (PHC) in order to provide comprehensive care to individuals and families. The move to PHC involves an increased need for collaboration between health professionals. It is proposed that for effective team-work to take place, an understanding of the roles and functions of team members is imperative in providing quality mental health care. This study explored health professionals’ perceptions of the role and function of clinical psychologists working as part of a health care team in a community context. Three focus groups and three individual interviews were conducted with social workers, nurses and doctors. The data was then processed and analysed using a grounded theory method. The research highlighted the importance of knowledge, and how this affects referrals, perceptions, inter-professional relations and the perceived usefulness of clinical psychology and clinical psychologists. What is of significance is the potential power that the health professionals have as gatekeepers between the general public and clinical psychologists.
- Full Text:
- Date Issued: 2005
- Authors: Zitianellis, Marina Sophia
- Date: 2005
- Subjects: Community health services -- South Africa , Community mental health services -- South Africa , Medical personnel -- South Africa -- Attitudes , Primary health care -- South Africa , Clinical psychologists
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:3091 , http://hdl.handle.net/10962/d1002601 , Community health services -- South Africa , Community mental health services -- South Africa , Medical personnel -- South Africa -- Attitudes , Primary health care -- South Africa , Clinical psychologists
- Description: The South African government has initiated the transformation of health services in the country towards primary health care (PHC) in order to provide comprehensive care to individuals and families. The move to PHC involves an increased need for collaboration between health professionals. It is proposed that for effective team-work to take place, an understanding of the roles and functions of team members is imperative in providing quality mental health care. This study explored health professionals’ perceptions of the role and function of clinical psychologists working as part of a health care team in a community context. Three focus groups and three individual interviews were conducted with social workers, nurses and doctors. The data was then processed and analysed using a grounded theory method. The research highlighted the importance of knowledge, and how this affects referrals, perceptions, inter-professional relations and the perceived usefulness of clinical psychology and clinical psychologists. What is of significance is the potential power that the health professionals have as gatekeepers between the general public and clinical psychologists.
- Full Text:
- Date Issued: 2005
Rural underdevelopment in the former Ciskei with specific reference to Glenmore Village
- Authors: Malila, Brett
- Date: 2000
- Subjects: Rural development -- South Africa -- Eastern Cape , Poverty -- South Africa -- Eastern Cape , Eastern Cape (South Africa) -- Social conditions , Glenmore (South Africa) -- Economic conditions
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:3288 , http://hdl.handle.net/10962/d1003076 , Rural development -- South Africa -- Eastern Cape , Poverty -- South Africa -- Eastern Cape , Eastern Cape (South Africa) -- Social conditions , Glenmore (South Africa) -- Economic conditions
- Description: This thesis examines development changes that took place in Glenmore after 1994. To examine such change one needs to have a concise historical understanding of the situation in Glenmore before democracy. The aim of the work is to critique development at a local, rural level, pinpointing the major changes, if any, that came with the incorporation of the former homeland of Ciskei (and thus Glenmore village) with South Africa. These people were forcibly resettled in 1979 for political and economic reasons. Their situation then was one of dire poverty; it is argued here that even with democracy, their history of underdevelopment has continued. The reason for this continued underdevelopment is the structure of the former reserves. The overall political context has changed in South Africa but the most important aspect with regard to the development of the homelands: land, has not. At the central level, the government has churned out a wide variety of development policies, which due to the prevailing political and economic context of the times are fraught with inconsistencies. The example used here to show some of these inconsistencies is the 1997 White Paper on Land Reform. This confusion at the central level with regard to the perceived future of South Africa has managed to adversely affect the rural areas and their development. There very well might be policies in abundance to improve the life-world of the rural poor, but there are inconsistencies between this policy and actual practice. With regard to Glenmore the confusion in the present government’s central development policy is arguably the main reason for the underdevelopment of the village. The inconsistencies in policy such as the 1997 White Paper on Land Reform, have meant that the structure of the reserves has not changed. Vital issues such as land tenure and ownership have not been dealt with. The study thus shows that unless the structure of the homeland system which is predominantly based on issues of land, is changed, genuine social and economic development will not take place in areas like Glenmore.
- Full Text:
- Date Issued: 2000
- Authors: Malila, Brett
- Date: 2000
- Subjects: Rural development -- South Africa -- Eastern Cape , Poverty -- South Africa -- Eastern Cape , Eastern Cape (South Africa) -- Social conditions , Glenmore (South Africa) -- Economic conditions
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:3288 , http://hdl.handle.net/10962/d1003076 , Rural development -- South Africa -- Eastern Cape , Poverty -- South Africa -- Eastern Cape , Eastern Cape (South Africa) -- Social conditions , Glenmore (South Africa) -- Economic conditions
- Description: This thesis examines development changes that took place in Glenmore after 1994. To examine such change one needs to have a concise historical understanding of the situation in Glenmore before democracy. The aim of the work is to critique development at a local, rural level, pinpointing the major changes, if any, that came with the incorporation of the former homeland of Ciskei (and thus Glenmore village) with South Africa. These people were forcibly resettled in 1979 for political and economic reasons. Their situation then was one of dire poverty; it is argued here that even with democracy, their history of underdevelopment has continued. The reason for this continued underdevelopment is the structure of the former reserves. The overall political context has changed in South Africa but the most important aspect with regard to the development of the homelands: land, has not. At the central level, the government has churned out a wide variety of development policies, which due to the prevailing political and economic context of the times are fraught with inconsistencies. The example used here to show some of these inconsistencies is the 1997 White Paper on Land Reform. This confusion at the central level with regard to the perceived future of South Africa has managed to adversely affect the rural areas and their development. There very well might be policies in abundance to improve the life-world of the rural poor, but there are inconsistencies between this policy and actual practice. With regard to Glenmore the confusion in the present government’s central development policy is arguably the main reason for the underdevelopment of the village. The inconsistencies in policy such as the 1997 White Paper on Land Reform, have meant that the structure of the reserves has not changed. Vital issues such as land tenure and ownership have not been dealt with. The study thus shows that unless the structure of the homeland system which is predominantly based on issues of land, is changed, genuine social and economic development will not take place in areas like Glenmore.
- Full Text:
- Date Issued: 2000
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