A critical analysis of service quality perceptions of vehicle repair and maintenance retailers
- Authors: Whitlock, Wayne Ronald
- Date: 2010
- Subjects: Customer services -- South Africa -- Evaluation , Motor vehicles -- South Africa -- Maintenance and repairs
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8610 , http://hdl.handle.net/10948/1516 , Customer services -- South Africa -- Evaluation , Motor vehicles -- South Africa -- Maintenance and repairs
- Description: The South African motor industry plays a pivotal role in the economy of South Africa and is a leading indicator in economic change. In general, satisfaction of customer service in the motor industry is steadily improving. However, as research has shown, there is still room for improvement within the industry. Knowing what customers expect is a critical step in delivering good quality service to ensure customer retention in the long-term (Zeithaml, Parasuraman & Berry 1990:62-63). Having a good understanding of the value of forming long-term relationships with customers and their evaluation of the quality of the service provided, cannot be underestimated, as failure to actually ask customers what they think of the service could be detrimental in the long-term. Vehicle manufacturers conduct ongoing research to monitor customer perceptions of the quality of the service provided by their vehicle retailers. The information generated from the research findings can be used by manufacturers to improve levels of service where this appears to be lacking, and deal promptly with any customer complaints. Against this background, how vehicle owners judge the quality of the service provided by a franchised vehicle retailer for a repair and maintenance service, will be crucial to understanding how customers form perceptions of service related firms specifically, and in general, even an entire industry. The primary objective of this study is to assess customer perceptions of service quality with a franchised vehicle retailer following a routine repair and maintenance service. The sample consisted of 3 859 respondents who had their vehicles serviced at a GM South Africa franchised vehicle retailer over a one month period. The empirical results of the study revealed that GM South Africa show general positive results in terms of customer service satisfaction, however, there are some areas where additional attention is required.
- Full Text:
- Date Issued: 2010
- Authors: Whitlock, Wayne Ronald
- Date: 2010
- Subjects: Customer services -- South Africa -- Evaluation , Motor vehicles -- South Africa -- Maintenance and repairs
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8610 , http://hdl.handle.net/10948/1516 , Customer services -- South Africa -- Evaluation , Motor vehicles -- South Africa -- Maintenance and repairs
- Description: The South African motor industry plays a pivotal role in the economy of South Africa and is a leading indicator in economic change. In general, satisfaction of customer service in the motor industry is steadily improving. However, as research has shown, there is still room for improvement within the industry. Knowing what customers expect is a critical step in delivering good quality service to ensure customer retention in the long-term (Zeithaml, Parasuraman & Berry 1990:62-63). Having a good understanding of the value of forming long-term relationships with customers and their evaluation of the quality of the service provided, cannot be underestimated, as failure to actually ask customers what they think of the service could be detrimental in the long-term. Vehicle manufacturers conduct ongoing research to monitor customer perceptions of the quality of the service provided by their vehicle retailers. The information generated from the research findings can be used by manufacturers to improve levels of service where this appears to be lacking, and deal promptly with any customer complaints. Against this background, how vehicle owners judge the quality of the service provided by a franchised vehicle retailer for a repair and maintenance service, will be crucial to understanding how customers form perceptions of service related firms specifically, and in general, even an entire industry. The primary objective of this study is to assess customer perceptions of service quality with a franchised vehicle retailer following a routine repair and maintenance service. The sample consisted of 3 859 respondents who had their vehicles serviced at a GM South Africa franchised vehicle retailer over a one month period. The empirical results of the study revealed that GM South Africa show general positive results in terms of customer service satisfaction, however, there are some areas where additional attention is required.
- Full Text:
- Date Issued: 2010
A study of growth and entrepreneurship of a small organisation in the automotive industry of South Africa
- Authors: White, Andrew Stephen
- Date: 2010
- Subjects: Entrepreneurship
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8608 , http://hdl.handle.net/10948/1525 , Entrepreneurship
- Description: The strategy of the organisation and its entrepreneur’s expectations of the organisation should be aligned in order to create an environment in which all entrepreneurs are motivated and work towards common goals. Furthermore, the entrepreneur’s life stages and personal life plans should be synchronised with the needs of the organisation to achieve the goals. As organisations pass through different stages of growth; they require different resources to assist in progression to next stages. As with organisations and their growth phases; entrepreneurs also undergo growth stages in many different areas of their lives. Entrepreneurs being individuals each have their own set of characteristics in terms of personality, leadership style, entrepreneurship type, skills, life stage and career stages. The challenge of an organisation is to create a strategy that best matches the expectations of all the entrepreneurs and members. The resources of the organisation need to be aligned in order to achieve the common strategy. The problem is as to how the organisation makes use of its leaders and entrepreneurs to achieve strategy; and how does it deal with inconsistencies in goals of entrepreneurs and shortfalls of specific skills or resources that it will require to sustain or grow the organisation?
- Full Text:
- Date Issued: 2010
- Authors: White, Andrew Stephen
- Date: 2010
- Subjects: Entrepreneurship
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8608 , http://hdl.handle.net/10948/1525 , Entrepreneurship
- Description: The strategy of the organisation and its entrepreneur’s expectations of the organisation should be aligned in order to create an environment in which all entrepreneurs are motivated and work towards common goals. Furthermore, the entrepreneur’s life stages and personal life plans should be synchronised with the needs of the organisation to achieve the goals. As organisations pass through different stages of growth; they require different resources to assist in progression to next stages. As with organisations and their growth phases; entrepreneurs also undergo growth stages in many different areas of their lives. Entrepreneurs being individuals each have their own set of characteristics in terms of personality, leadership style, entrepreneurship type, skills, life stage and career stages. The challenge of an organisation is to create a strategy that best matches the expectations of all the entrepreneurs and members. The resources of the organisation need to be aligned in order to achieve the common strategy. The problem is as to how the organisation makes use of its leaders and entrepreneurs to achieve strategy; and how does it deal with inconsistencies in goals of entrepreneurs and shortfalls of specific skills or resources that it will require to sustain or grow the organisation?
- Full Text:
- Date Issued: 2010
An evaluation of the BAE/SAAB South African Royal Manufacturing project in Virginia, Free State Province : a case study of the implementation of the South African Defence Offsets
- Authors: Wellmann, Gwendolyn
- Date: 2010
- Subjects: Arms transfers -- South Africa , Weapons industry -- South Africa , South Africa -- Military relations
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: vital:9075 , http://hdl.handle.net/10948/1296 , Arms transfers -- South Africa , Weapons industry -- South Africa , South Africa -- Military relations
- Description: This study is an evaluation of the BAE Systems/SAAB consortium National Industrial Programme project, South African Royal Manufacturers (SARM), which forms part of BAE Systems/SAAB’s National Industrial Participation Programme (NIPP) obligations resulting from their participation in South Africa’s 1998 Strategic Procurement Programme (popularly referred to as the ‘arms deal’). SARM was a gold chain manufacturing plant, located in the Free State mining town of Virginia and which was implemented by the BAE Systems/SAAB consortium in partnership with the Harmony Gold Mining Company. Funding for the business was provided by the BAE Systems/SAAB consortium as part of their industrial participation obligation. This funding was supplemented with a loan obtained from the South African Industrial Development Corporation (IDC) to the value of 40% of the cash funds; while land and buildings, as well as loans in the form of gold granules and bars, were provided by Harmony Gold Company, as part of what they describe as their corporate social responsibility towards the Virginia area where they are the only mining company operating; and also simultaneously as their obligation towards gold beneficiation as required by law. The business failed after less than 12 months of operation amidst allegations of theft of gold and the sudden lay-off of approximately 500 poor black rural women. The company’s liquidation appears to be on the backburner indefinitely. The study was conducted over a period of 18 months, and this thesis written over several more. As part of this evaluation several issues were investigated. These issues are: the push for beneficiation of South African mined metals; the National Industrial Participation Programme; local government development; the BAE Systems/SAAB consortium and other similar companies which are involved in jewellery production for export as part of both the country’s beneficiation drive, as well as the 3 NIPP. These other companies are used in this study as a ‘control’ group against which SARM’s performance can be measured realistically. Different research methods were used during the evaluation, including secondary document reviews, face-to-face and telephonic interviews with key-informants, the use of e-mail to contact key-informants, as well as conducting face-to-face questionnaires with random interviewees, and a focus group discussion with SARM ex-workers. There were several limitations to this study. The primary limitation was the inaccessibility of official and legal documents pertaining to both SARM, and the 1998 arms deal. SARM no longer exists, and thus the evaluation results should be used as lessons learned for similar projects in the future.
- Full Text:
- Date Issued: 2010
- Authors: Wellmann, Gwendolyn
- Date: 2010
- Subjects: Arms transfers -- South Africa , Weapons industry -- South Africa , South Africa -- Military relations
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: vital:9075 , http://hdl.handle.net/10948/1296 , Arms transfers -- South Africa , Weapons industry -- South Africa , South Africa -- Military relations
- Description: This study is an evaluation of the BAE Systems/SAAB consortium National Industrial Programme project, South African Royal Manufacturers (SARM), which forms part of BAE Systems/SAAB’s National Industrial Participation Programme (NIPP) obligations resulting from their participation in South Africa’s 1998 Strategic Procurement Programme (popularly referred to as the ‘arms deal’). SARM was a gold chain manufacturing plant, located in the Free State mining town of Virginia and which was implemented by the BAE Systems/SAAB consortium in partnership with the Harmony Gold Mining Company. Funding for the business was provided by the BAE Systems/SAAB consortium as part of their industrial participation obligation. This funding was supplemented with a loan obtained from the South African Industrial Development Corporation (IDC) to the value of 40% of the cash funds; while land and buildings, as well as loans in the form of gold granules and bars, were provided by Harmony Gold Company, as part of what they describe as their corporate social responsibility towards the Virginia area where they are the only mining company operating; and also simultaneously as their obligation towards gold beneficiation as required by law. The business failed after less than 12 months of operation amidst allegations of theft of gold and the sudden lay-off of approximately 500 poor black rural women. The company’s liquidation appears to be on the backburner indefinitely. The study was conducted over a period of 18 months, and this thesis written over several more. As part of this evaluation several issues were investigated. These issues are: the push for beneficiation of South African mined metals; the National Industrial Participation Programme; local government development; the BAE Systems/SAAB consortium and other similar companies which are involved in jewellery production for export as part of both the country’s beneficiation drive, as well as the 3 NIPP. These other companies are used in this study as a ‘control’ group against which SARM’s performance can be measured realistically. Different research methods were used during the evaluation, including secondary document reviews, face-to-face and telephonic interviews with key-informants, the use of e-mail to contact key-informants, as well as conducting face-to-face questionnaires with random interviewees, and a focus group discussion with SARM ex-workers. There were several limitations to this study. The primary limitation was the inaccessibility of official and legal documents pertaining to both SARM, and the 1998 arms deal. SARM no longer exists, and thus the evaluation results should be used as lessons learned for similar projects in the future.
- Full Text:
- Date Issued: 2010
A training and development model for successors in a family business : case study
- Authors: Ward, Graham
- Date: 2010
- Subjects: Family-owned business enterprises
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8600 , http://hdl.handle.net/10948/1559 , Family-owned business enterprises
- Description: Family businesses constitute between forty five and ninety percent of gross domestic product world wide. Research shows that within the next five years over fifty percent of executives will retire, highlighting the significance of successful family business successions. Family businesses founded in the “baby-boom” era are of immediate concern to researchers who are working to understand the dynamics around the succession process and ultimately the criteria preventing or enhancing successful successions. The purpose of this study was to better understand the development of successors in family businesses. A detailed literature study was conducted on family businesses and in particular the factors which both positively and negatively affect family business successions. A single case study approach was used to test whether six dynamic variables applied to this case or not. Three sibling brother successors, a sibling sister and their parents were each separately interviewed and the interviews voice recorded. They were asked questions which could be later analysed and used to uphold or negate whether the six dynamic variables applicable to successful family business succession were upheld or rejected. The data was meticulously analysed and similar answers grouped together. Answers which varied from the norm were reported separately. It was found that in all six of the propositions the responses received from the case study respondents upheld the propositions. Thus, families businesses seeking succession, may well understand and take action regarding the six dynamic variables relating to successful family business successions
- Full Text:
- Date Issued: 2010
- Authors: Ward, Graham
- Date: 2010
- Subjects: Family-owned business enterprises
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8600 , http://hdl.handle.net/10948/1559 , Family-owned business enterprises
- Description: Family businesses constitute between forty five and ninety percent of gross domestic product world wide. Research shows that within the next five years over fifty percent of executives will retire, highlighting the significance of successful family business successions. Family businesses founded in the “baby-boom” era are of immediate concern to researchers who are working to understand the dynamics around the succession process and ultimately the criteria preventing or enhancing successful successions. The purpose of this study was to better understand the development of successors in family businesses. A detailed literature study was conducted on family businesses and in particular the factors which both positively and negatively affect family business successions. A single case study approach was used to test whether six dynamic variables applied to this case or not. Three sibling brother successors, a sibling sister and their parents were each separately interviewed and the interviews voice recorded. They were asked questions which could be later analysed and used to uphold or negate whether the six dynamic variables applicable to successful family business succession were upheld or rejected. The data was meticulously analysed and similar answers grouped together. Answers which varied from the norm were reported separately. It was found that in all six of the propositions the responses received from the case study respondents upheld the propositions. Thus, families businesses seeking succession, may well understand and take action regarding the six dynamic variables relating to successful family business successions
- Full Text:
- Date Issued: 2010
Implementing capital budgeting for the multinational corporation
- Authors: Wang, Xin
- Date: 2010
- Subjects: International business enterprises -- Accounting
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:8939 , http://hdl.handle.net/10948/1304 , International business enterprises -- Accounting
- Description: There are many reasons to believe that budgeting lies at the heart of business management. Gray et al (2001:324) states that ―budgetary planning and control is the most visible use of accounting information in the management control process. By setting standards of performance and providing feedback by means of variance reports, the accountant supplies much of the fundamental information required for overall planning and control. However, Gray et al (2001:324) point out that capital budgeting decision is limited by the intricacies of the international business environment, which is characterized by economic, social, political, and cultural diversity. Therefore, decisions of capital investments and budgetary controls are more problematic (Gray et al., 2001:14). One of the defining characteristics of the globalization of the world economy in the past two decades has been the spread of multinational corporations' activities across countries, and, as a result, significant increases in global foreign direct investment (FDI) outflow in the 1990s (from R233 billion in 1990 to R1, 379 billion in 2000). For example, the total stock of Chinese direct investment abroad nearly tripled over the 1990s (from $2.2 trillion in 1990 to $6.3 trillion in 2000) as Chinese multinational corporations generated an increasingly large share of world GDP (6.8 percent in 1994 and 8.6 percent in 2000). Multinational corporations have become an important conduit in the global allocation of investment funds. However, the business environment in international markets has been considered volatile; there is no reliable and accurate method to aid 2 multinational corporations about decisions about the international environment. Thus, multinational corporations have encountered risk and challenge. Given the development and challenge of the international environment, this study have been considered to plan over a longer time horizon, develop formal mechanisms to set aside funds for preserving existing facilities, increase automation of the process, and link capital planning decisions to statewide performance goals and strategic plans. This research draws upon existing theoretical determinants of capital budgeting and empirically tests the hypotheses across a sample of multinational corporations in China. Although the sample is from China, the results have important implications for multinational corporations based in other countries. This paper is composed of four parts. The first part briefly gives both a theoretical and practical overview of multinational capital budgeting analysis. The second part discusses the data collection techniques and the questionnaire design used in this study. The third part provides some important findings of this research. The last section offers some conclusions from this study.
- Full Text:
- Date Issued: 2010
- Authors: Wang, Xin
- Date: 2010
- Subjects: International business enterprises -- Accounting
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:8939 , http://hdl.handle.net/10948/1304 , International business enterprises -- Accounting
- Description: There are many reasons to believe that budgeting lies at the heart of business management. Gray et al (2001:324) states that ―budgetary planning and control is the most visible use of accounting information in the management control process. By setting standards of performance and providing feedback by means of variance reports, the accountant supplies much of the fundamental information required for overall planning and control. However, Gray et al (2001:324) point out that capital budgeting decision is limited by the intricacies of the international business environment, which is characterized by economic, social, political, and cultural diversity. Therefore, decisions of capital investments and budgetary controls are more problematic (Gray et al., 2001:14). One of the defining characteristics of the globalization of the world economy in the past two decades has been the spread of multinational corporations' activities across countries, and, as a result, significant increases in global foreign direct investment (FDI) outflow in the 1990s (from R233 billion in 1990 to R1, 379 billion in 2000). For example, the total stock of Chinese direct investment abroad nearly tripled over the 1990s (from $2.2 trillion in 1990 to $6.3 trillion in 2000) as Chinese multinational corporations generated an increasingly large share of world GDP (6.8 percent in 1994 and 8.6 percent in 2000). Multinational corporations have become an important conduit in the global allocation of investment funds. However, the business environment in international markets has been considered volatile; there is no reliable and accurate method to aid 2 multinational corporations about decisions about the international environment. Thus, multinational corporations have encountered risk and challenge. Given the development and challenge of the international environment, this study have been considered to plan over a longer time horizon, develop formal mechanisms to set aside funds for preserving existing facilities, increase automation of the process, and link capital planning decisions to statewide performance goals and strategic plans. This research draws upon existing theoretical determinants of capital budgeting and empirically tests the hypotheses across a sample of multinational corporations in China. Although the sample is from China, the results have important implications for multinational corporations based in other countries. This paper is composed of four parts. The first part briefly gives both a theoretical and practical overview of multinational capital budgeting analysis. The second part discusses the data collection techniques and the questionnaire design used in this study. The third part provides some important findings of this research. The last section offers some conclusions from this study.
- Full Text:
- Date Issued: 2010
An economic analysis of the 2007 SCB conference
- Authors: Wait, Requier
- Date: 2010
- Subjects: Biodiversity conservation -- Economic aspects -- South Africa , Conservation biology -- South Africa , Biology -- Societies, etc , Managerial economics -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:8981 , http://hdl.handle.net/10948/1131 , Biodiversity conservation -- Economic aspects -- South Africa , Conservation biology -- South Africa , Biology -- Societies, etc , Managerial economics -- South Africa
- Description: The Society for Conservation Biology held their 21st annual conference in Port Elizabeth during July 2007. This was the first SCB conference hosted on the African continent. Over 1500 conservation professionals and students from throughout the world were brought together by the SCB annual meeting. The local organizing committee was interested in the economic impacts associated with the conference and approached the NMMU Economics Department to conduct an economic impact assessment of the conference. The Economics Department invited the researcher to undertake this study towards obtaining an MCom degree in Economics. The economic impact of conferences stems from two sources, namely: expenditure by delegates (the demand-side) and the expenditure by conference organizers (the supply-side). The study focused on the economic impacts of the conference for the Eastern Cape. The conference expenditure produced an increase in demand in the Eastern Cape. Only new expenditure originating from outside the Eastern Cape were considered. An increase in the demand for one industry’s output will create additional demand for the outputs of its supplying industries, because industries are connected through forward and backward linkages. These inter-industry linkages produce a multiplier effect. The initial direct conference expenditure created secondary impacts. The latter were indirect and induced expenditures. In addition to secondary impacts, the SCB conference produced spill-over impacts. The spill-over impacts of the conference were noted (but not quantified). The expenditure by delegates was determined by means of a delegate expenditure questionnaire conducted during the conference. The expenditure by the conference organizers was determined in consultation with the organizers, using their financial statements. The multiplier impacts were estimated by means of an input-output (IO) analysis, using a Social Accounting Matrix (SAM) of the Eastern Cape as the underlying database. These multipliers (Type 1 and 2 multipliers) were estimated using open and closed multiplier models. It was deduced that the 2007 SCB conference created a significant and positive net economic impact in the Eastern Cape. The total direct cash injection of the conference was R12.141 million. Using a Type 1 multiplier this direct stimulus is estimated to have caused an extra R16.502 million increase in gross output. Using a Type 2 multiplier this direct stimulus was estimated to have caused a R19.884 million increase in gross output. The total cash injection of the conference contributed R6.093 million to GVA in terms of a Type 1 multiplier and a R7.344 million increase in GVA in terms of a Type 2 multiplier. Household incomes in the Eastern Cape were increased by R3.384 million. These results confirm that the hosting of major events and conferences is indeed a tool for promoting regional economic development.
- Full Text:
- Date Issued: 2010
- Authors: Wait, Requier
- Date: 2010
- Subjects: Biodiversity conservation -- Economic aspects -- South Africa , Conservation biology -- South Africa , Biology -- Societies, etc , Managerial economics -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:8981 , http://hdl.handle.net/10948/1131 , Biodiversity conservation -- Economic aspects -- South Africa , Conservation biology -- South Africa , Biology -- Societies, etc , Managerial economics -- South Africa
- Description: The Society for Conservation Biology held their 21st annual conference in Port Elizabeth during July 2007. This was the first SCB conference hosted on the African continent. Over 1500 conservation professionals and students from throughout the world were brought together by the SCB annual meeting. The local organizing committee was interested in the economic impacts associated with the conference and approached the NMMU Economics Department to conduct an economic impact assessment of the conference. The Economics Department invited the researcher to undertake this study towards obtaining an MCom degree in Economics. The economic impact of conferences stems from two sources, namely: expenditure by delegates (the demand-side) and the expenditure by conference organizers (the supply-side). The study focused on the economic impacts of the conference for the Eastern Cape. The conference expenditure produced an increase in demand in the Eastern Cape. Only new expenditure originating from outside the Eastern Cape were considered. An increase in the demand for one industry’s output will create additional demand for the outputs of its supplying industries, because industries are connected through forward and backward linkages. These inter-industry linkages produce a multiplier effect. The initial direct conference expenditure created secondary impacts. The latter were indirect and induced expenditures. In addition to secondary impacts, the SCB conference produced spill-over impacts. The spill-over impacts of the conference were noted (but not quantified). The expenditure by delegates was determined by means of a delegate expenditure questionnaire conducted during the conference. The expenditure by the conference organizers was determined in consultation with the organizers, using their financial statements. The multiplier impacts were estimated by means of an input-output (IO) analysis, using a Social Accounting Matrix (SAM) of the Eastern Cape as the underlying database. These multipliers (Type 1 and 2 multipliers) were estimated using open and closed multiplier models. It was deduced that the 2007 SCB conference created a significant and positive net economic impact in the Eastern Cape. The total direct cash injection of the conference was R12.141 million. Using a Type 1 multiplier this direct stimulus is estimated to have caused an extra R16.502 million increase in gross output. Using a Type 2 multiplier this direct stimulus was estimated to have caused a R19.884 million increase in gross output. The total cash injection of the conference contributed R6.093 million to GVA in terms of a Type 1 multiplier and a R7.344 million increase in GVA in terms of a Type 2 multiplier. Household incomes in the Eastern Cape were increased by R3.384 million. These results confirm that the hosting of major events and conferences is indeed a tool for promoting regional economic development.
- Full Text:
- Date Issued: 2010
Performance management at transnet national ports authority Port Elizabeth: the role of human resources
- Authors: Vezile, Cikizwa Aretha
- Date: 2010
- Subjects: Performance -- Management , Performance standards -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8693 , http://hdl.handle.net/10948/1105 , Performance -- Management , Performance standards -- South Africa -- Port Elizabeth
- Description: At Transnet National Ports Authority (TNPA), disagreement existed in terms of the role of human resources in performance management, which resulted in different role expectations and perceptions, often leading to conflict. An overview of existing literature reviewed that performance management was mostly presented from the view of line management, and that the role of human resources was not well defined. The purpose of this study was therefore to clarify the role of human resources in performance management, and with specific application at Transnet National Ports Authority. The purpose of performance management in Transnet is to influence each employee to perform optimally in his/her position by ensuring that each employee understands his/her role in the performance management process. A very important aspect of performance management is that it does not entail one activity only; it is part of the employee development life cycle in which the employee agrees with the manager on the expected performance of tasks, evaluation standards, tools required and important dates when performance will be formally discussed. The objectives of the study were achieved by means of a literature review. Following the literature review interviews were conducted with the Group Performance Manager, a line manager and a human resources practitioner at TNPA to get their views of performance management at TNPA and specifically of the role of human resources in performance management. The interviews, in addition to the literature study, also served as a basis for a survey questionnaire, which was used to probe the views of line iv management and human resources practitioners at TNPA on the role of human resources in performance management. The results of the interviews and the survey showed that performance management was not applied as a continuous and developmental process at TNPA, and that it was often perceived as punitive. The results also indicated that human resources at TNPA should be well versed in the use of the score card method and apply quality assurance in performance management. Recommendations were made for the role of line management and the role of human resources in performance management at TNPA, as well as for the relationship between the two parties.
- Full Text:
- Date Issued: 2010
- Authors: Vezile, Cikizwa Aretha
- Date: 2010
- Subjects: Performance -- Management , Performance standards -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8693 , http://hdl.handle.net/10948/1105 , Performance -- Management , Performance standards -- South Africa -- Port Elizabeth
- Description: At Transnet National Ports Authority (TNPA), disagreement existed in terms of the role of human resources in performance management, which resulted in different role expectations and perceptions, often leading to conflict. An overview of existing literature reviewed that performance management was mostly presented from the view of line management, and that the role of human resources was not well defined. The purpose of this study was therefore to clarify the role of human resources in performance management, and with specific application at Transnet National Ports Authority. The purpose of performance management in Transnet is to influence each employee to perform optimally in his/her position by ensuring that each employee understands his/her role in the performance management process. A very important aspect of performance management is that it does not entail one activity only; it is part of the employee development life cycle in which the employee agrees with the manager on the expected performance of tasks, evaluation standards, tools required and important dates when performance will be formally discussed. The objectives of the study were achieved by means of a literature review. Following the literature review interviews were conducted with the Group Performance Manager, a line manager and a human resources practitioner at TNPA to get their views of performance management at TNPA and specifically of the role of human resources in performance management. The interviews, in addition to the literature study, also served as a basis for a survey questionnaire, which was used to probe the views of line iv management and human resources practitioners at TNPA on the role of human resources in performance management. The results of the interviews and the survey showed that performance management was not applied as a continuous and developmental process at TNPA, and that it was often perceived as punitive. The results also indicated that human resources at TNPA should be well versed in the use of the score card method and apply quality assurance in performance management. Recommendations were made for the role of line management and the role of human resources in performance management at TNPA, as well as for the relationship between the two parties.
- Full Text:
- Date Issued: 2010
Attraction and retention of non-family business employees
- Authors: Van Zyl, Jacques
- Date: 2010
- Subjects: Family-owned business enterprises , Employee retention
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8653 , http://hdl.handle.net/10948/1365 , Family-owned business enterprises , Employee retention
- Description: The purpose of this research treatise was to identify specific aspects related to employees in a non-family owned business that can be adopted by family owned businesses in order to attract, attain and motivate non-family employees. The focus of the researched aspect was based on seven categories of business management, namely; governance, policies and procedures, direction and planning, leadership, employee development, rewards and other general related characteristics. The research commenced with a literature review, which centered on background information pertaining to family owned businesses and specific aspects related to organisation and management thereof. It was assessed that very few completed research papers exit that addressed the topic as indicated above. The research focussed on a medium sized, non-family owned business within the consulting engineering industry. The physical research consisted of a questionnaire distributed to all of the employees of the particular firm. The questionnaire was made up of two sections. The first was a typical Likert scale type and the second, open ended questions. The questions of both question sets were categorised in specific business control and management topics, namely: - Governance; - Policies and procedures; - Direction and planning; - Leadership; - Employee development; - Rewards; and, - General aspects. The primary objective of this study was to identify and explore the factors that are regarded to be important by unrelated employees in work environment, specifically focusing on attaining, retaining and motivating aspects. The study found that the average employee prefers to have desire for formal management structures and see succession planning not only as an important sustainable business strategy, but also as an underlying motivation principle. Also identified were the partialities towards formal employee management systems, employee development, and the value of monetary rewards.
- Full Text:
- Date Issued: 2010
- Authors: Van Zyl, Jacques
- Date: 2010
- Subjects: Family-owned business enterprises , Employee retention
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8653 , http://hdl.handle.net/10948/1365 , Family-owned business enterprises , Employee retention
- Description: The purpose of this research treatise was to identify specific aspects related to employees in a non-family owned business that can be adopted by family owned businesses in order to attract, attain and motivate non-family employees. The focus of the researched aspect was based on seven categories of business management, namely; governance, policies and procedures, direction and planning, leadership, employee development, rewards and other general related characteristics. The research commenced with a literature review, which centered on background information pertaining to family owned businesses and specific aspects related to organisation and management thereof. It was assessed that very few completed research papers exit that addressed the topic as indicated above. The research focussed on a medium sized, non-family owned business within the consulting engineering industry. The physical research consisted of a questionnaire distributed to all of the employees of the particular firm. The questionnaire was made up of two sections. The first was a typical Likert scale type and the second, open ended questions. The questions of both question sets were categorised in specific business control and management topics, namely: - Governance; - Policies and procedures; - Direction and planning; - Leadership; - Employee development; - Rewards; and, - General aspects. The primary objective of this study was to identify and explore the factors that are regarded to be important by unrelated employees in work environment, specifically focusing on attaining, retaining and motivating aspects. The study found that the average employee prefers to have desire for formal management structures and see succession planning not only as an important sustainable business strategy, but also as an underlying motivation principle. Also identified were the partialities towards formal employee management systems, employee development, and the value of monetary rewards.
- Full Text:
- Date Issued: 2010
The impact of company vision and values on the success of an automotive company in Nelson Mandela Bay (The case of Borbet South Africa)
- Authors: Van Vuuren, Brenton
- Date: 2010
- Subjects: Success in business -- South Africa , Labor productivity -- South Africa -- Eastern Cape , Profit -- South Africa -- Eastern Cape , Quality of products -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8657 , http://hdl.handle.net/10948/1331 , Success in business -- South Africa , Labor productivity -- South Africa -- Eastern Cape , Profit -- South Africa -- Eastern Cape , Quality of products -- South Africa -- Eastern Cape
- Description: Purpose – The primary aim of the study was to establish to what extent company vision impacted on productivity, profitability, morale and the quality of product at Borbet SA. Borbet SA is an aluminium wheel manufacturer situated in Port Elizabeth, Eastern Cape, South Africa. The secondary aim of the study was to establish whether the vision would be reached by applying the company values in action at Borbet SA. Methodology – Seventy-seven respondents employed at Borbet SA completed a Likert Scale Questionnaire to measure their knowledge and application of the company vision and values. The research study made use of a combination of qualitative and quantitative research approaches. The research study was qualitative as the topic was subjective to perception of the participants. However, the data was to be analyzed quantitatively through statistical practices. Findings – Overall, the participants were 99 percent aware of the vision statement at Borbet SA. Therefore, Borbet SA had succeeded in making company vision a part of their business strategy. The successful implementation of a vision and values at Borbet SA have improved productivity, profitability, morale and quality of product at the company. The study’s main findings were that employees between the ages of 18 – 29 years were especially optimistic of the company vision and values. Employees working at Borbet SA for between 4 – 5 years and working at Borbet for between 0 – 3 years tended to be more unenthusiastic about company vision and values. Middle management, including supervisors and team leaders, were also pessimistic about certain aspects concerning the vision of the company. Research limitations – One of the limitations of the research were that only 77 of the workforce completed the voluntary questionnaire. The questionnaire was in English and this was not the first language of the majority of the employees at Borbet SA. This could have prevented them from completing the questionnaire because they might not have felt confident in responding in ii English. Educational levels could also have influenced the response to the questionnaire seeing that not all employees had the same educational levels and, thus, this could have been intimidating. Recommendations – The main recommendation was that a mentoring programme be implemented in which younger and older employees could motivate each other and build morale. The management of Borbet SA was recommended to have team building sessions with middle management, supervisors and team leaders to build morale and optimism in these groups. Employees working for 4 – 5 years needed to be evaluated and motivated as some of them could have felt stagnant in their job positions.
- Full Text:
- Date Issued: 2010
- Authors: Van Vuuren, Brenton
- Date: 2010
- Subjects: Success in business -- South Africa , Labor productivity -- South Africa -- Eastern Cape , Profit -- South Africa -- Eastern Cape , Quality of products -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8657 , http://hdl.handle.net/10948/1331 , Success in business -- South Africa , Labor productivity -- South Africa -- Eastern Cape , Profit -- South Africa -- Eastern Cape , Quality of products -- South Africa -- Eastern Cape
- Description: Purpose – The primary aim of the study was to establish to what extent company vision impacted on productivity, profitability, morale and the quality of product at Borbet SA. Borbet SA is an aluminium wheel manufacturer situated in Port Elizabeth, Eastern Cape, South Africa. The secondary aim of the study was to establish whether the vision would be reached by applying the company values in action at Borbet SA. Methodology – Seventy-seven respondents employed at Borbet SA completed a Likert Scale Questionnaire to measure their knowledge and application of the company vision and values. The research study made use of a combination of qualitative and quantitative research approaches. The research study was qualitative as the topic was subjective to perception of the participants. However, the data was to be analyzed quantitatively through statistical practices. Findings – Overall, the participants were 99 percent aware of the vision statement at Borbet SA. Therefore, Borbet SA had succeeded in making company vision a part of their business strategy. The successful implementation of a vision and values at Borbet SA have improved productivity, profitability, morale and quality of product at the company. The study’s main findings were that employees between the ages of 18 – 29 years were especially optimistic of the company vision and values. Employees working at Borbet SA for between 4 – 5 years and working at Borbet for between 0 – 3 years tended to be more unenthusiastic about company vision and values. Middle management, including supervisors and team leaders, were also pessimistic about certain aspects concerning the vision of the company. Research limitations – One of the limitations of the research were that only 77 of the workforce completed the voluntary questionnaire. The questionnaire was in English and this was not the first language of the majority of the employees at Borbet SA. This could have prevented them from completing the questionnaire because they might not have felt confident in responding in ii English. Educational levels could also have influenced the response to the questionnaire seeing that not all employees had the same educational levels and, thus, this could have been intimidating. Recommendations – The main recommendation was that a mentoring programme be implemented in which younger and older employees could motivate each other and build morale. The management of Borbet SA was recommended to have team building sessions with middle management, supervisors and team leaders to build morale and optimism in these groups. Employees working for 4 – 5 years needed to be evaluated and motivated as some of them could have felt stagnant in their job positions.
- Full Text:
- Date Issued: 2010
Analysing the impact of a selected economic activity on Oudsthoorn's economy
- Authors: Van Schalkwyk, Aren
- Date: 2010
- Subjects: Economic development projects -- South Africa , Economic growth -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8694 , http://hdl.handle.net/10948/1104 , Economic development projects -- South Africa , Economic growth -- South Africa
- Description: Property development, by its very nature is an element of the economy and can be regarded as a multifaceted business, encompassing activities that include the development of undeveloped land by constructing residential, commercial and industrial buildings, either for leasing or selling. Based on the aforesaid, property development therefore has direct, indirect and induced impacts on the economy. Economic impact refers to the effects, positive or negative, on the level of economic activity in a given area. Measuring economic impact requires a baseline assessment conducted before the activity (property development) occurs and a second, comparable assessment conducted after the activity (property development) occurs. By using the Input- Output Model methodology, various anticipated direct and indirect economic impacts can be quantified. These economic impacts are derived using an understanding of economic cause-effect relationships. The principle of cause-effect is that for any economic action, there can be a multitude of different economic reactions (effects). For the purposes of this treatise, the main cause/action is the implementation of the proposed Alphen Aan Den Rijn Retirement and Lifestyle Village development in Oudtshoorn. The result is a number of direct potential/probable effects, which also have a range of indirect potential/probable effects. Based on the findings of the Input-Output Model, it is clear that the implementation of Alphen will have significant positive socio-economic benefits, e.g. additional business sales, additional GGP and additional employment for the local and regional environment. To ensure that these positive impacts are maximised for the benefit of the overall economy of Oudtshoorn as well as the population of Oudtshoorn, management strategies and mechanisms pertaining to the following are suggested for incorporation into the development proposal: • Workplace Skills Plan; • Labour Contracts; • Service Carrying Capacity Management Plan; • Economic Sustainability; and • Social Sustainability.
- Full Text:
- Date Issued: 2010
- Authors: Van Schalkwyk, Aren
- Date: 2010
- Subjects: Economic development projects -- South Africa , Economic growth -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8694 , http://hdl.handle.net/10948/1104 , Economic development projects -- South Africa , Economic growth -- South Africa
- Description: Property development, by its very nature is an element of the economy and can be regarded as a multifaceted business, encompassing activities that include the development of undeveloped land by constructing residential, commercial and industrial buildings, either for leasing or selling. Based on the aforesaid, property development therefore has direct, indirect and induced impacts on the economy. Economic impact refers to the effects, positive or negative, on the level of economic activity in a given area. Measuring economic impact requires a baseline assessment conducted before the activity (property development) occurs and a second, comparable assessment conducted after the activity (property development) occurs. By using the Input- Output Model methodology, various anticipated direct and indirect economic impacts can be quantified. These economic impacts are derived using an understanding of economic cause-effect relationships. The principle of cause-effect is that for any economic action, there can be a multitude of different economic reactions (effects). For the purposes of this treatise, the main cause/action is the implementation of the proposed Alphen Aan Den Rijn Retirement and Lifestyle Village development in Oudtshoorn. The result is a number of direct potential/probable effects, which also have a range of indirect potential/probable effects. Based on the findings of the Input-Output Model, it is clear that the implementation of Alphen will have significant positive socio-economic benefits, e.g. additional business sales, additional GGP and additional employment for the local and regional environment. To ensure that these positive impacts are maximised for the benefit of the overall economy of Oudtshoorn as well as the population of Oudtshoorn, management strategies and mechanisms pertaining to the following are suggested for incorporation into the development proposal: • Workplace Skills Plan; • Labour Contracts; • Service Carrying Capacity Management Plan; • Economic Sustainability; and • Social Sustainability.
- Full Text:
- Date Issued: 2010
Unethical decision-making and behaviour in the life insurance sector of South Africa
- Authors: Van Greunen, Conrad
- Date: 2010
- Subjects: Insurance companies -- Corrupt pratices -- South Africa , Business ethics -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:9282 , http://hdl.handle.net/10948/1364 , Insurance companies -- Corrupt pratices -- South Africa , Business ethics -- South Africa
- Description: The public is regularly shocked by revelations of new business scandals. Nearly every sector of society is tainted by incidents of unethical behaviour. In this regard, the South African financial services industry has attracted a lot of attention, as some of the biggest scandals in recent years have occurred in this industry. With the world economy still experiencing the effects of the global recession, the last thing that institutions in the financial arena must do is engage in unethical behaviour. Immoral behaviour could damage a company's repution and lead to further financial losses. The purpose of this study was thus two-fold: firstly, to investigae the factors that influence unethical decision-making and behaviour in the local life insurance sector, and secondly to evaluate how business ethics are institutionalised at a sample of life insurance companies.
- Full Text:
- Date Issued: 2010
- Authors: Van Greunen, Conrad
- Date: 2010
- Subjects: Insurance companies -- Corrupt pratices -- South Africa , Business ethics -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:9282 , http://hdl.handle.net/10948/1364 , Insurance companies -- Corrupt pratices -- South Africa , Business ethics -- South Africa
- Description: The public is regularly shocked by revelations of new business scandals. Nearly every sector of society is tainted by incidents of unethical behaviour. In this regard, the South African financial services industry has attracted a lot of attention, as some of the biggest scandals in recent years have occurred in this industry. With the world economy still experiencing the effects of the global recession, the last thing that institutions in the financial arena must do is engage in unethical behaviour. Immoral behaviour could damage a company's repution and lead to further financial losses. The purpose of this study was thus two-fold: firstly, to investigae the factors that influence unethical decision-making and behaviour in the local life insurance sector, and secondly to evaluate how business ethics are institutionalised at a sample of life insurance companies.
- Full Text:
- Date Issued: 2010
Analysis processes as antecedents for decision-making related to growth strategies of South African Game Ranchers
- Authors: Van Eyk, Marlé
- Date: 2010
- Subjects: Tourism -- Marketing , Game farms -- South Africa
- Language: English
- Type: Thesis , Doctoral , DTech
- Identifier: vital:9356 , http://hdl.handle.net/10948/1546 , Tourism -- Marketing , Game farms -- South Africa
- Description: Game ranching offers an economic alternative to conventional stock farming and is a means of supplementing income derived from agricultural activities. Competition is intensifying as ranchers continuously look for ways to improve and expand their businesses and gain a competitive advantage. Ranchers consequently have to find strategies that can ensure growth. Since a reciprocal relationship and dependency exists between a game ranch and the environment in which it operates, it is essential that ranchers take cognizance of aspects in the marketing environment that can either limit, and hence encumber the choice of growth strategy, or stimulate the growth potential of game ranches. As the objective of marketing is to offer customers superior value, it is pertinent for ranchers to know and understand the needs, requirements and motivations of visitors. Failure to do so will cause visitors to patronise other game ranches, or alternative tourism offerings that meet their expectations. A literature review was conducted to define strategy and assist in identifying growth strategies available to a game ranch. The literature review assisted in categorising elements in the external, internal and customer analysis phases of strategic marketing management. Surveys were conducted by means of self-completion questionnaires which were distributed throughout South Africa. Two sets of questionnaires were distributed - one to respondents with prior experience of a game ranch, and one to respondents with no-prior experience. A qualifying question directed the fieldworker to decide which questionnaire should be completed by the respondent. The surveys were constructed in such a way as to determine to what extent various factors would persuade respondents to visit a ranch or extend their stay. Based on a factor analysis, an eight factor structure emerged which represented the personal values of respondents and their levels of expectation for each of the factors. The eight factors were stimulation, universalism, tradition, security, hedonism, power, socialisation, and self-direction. The study revealed the following. - The majority of respondents with no-prior experience of a game ranch is either unaware of the offerings of game ranches, or perceives them as too expensive. - The sustainable use of natural resources is not only essential for the existence of a game ranch, but is also an important motivator for respondents to either visit a game ranch or extend their stay at a ranch. - Staff play a critical role in the overall experience of visitors and act as an important motivator to either visit/revisit a game ranch or extend their stay at the ranch. - Clean and comfortable overnight facilities are deemed important by all respondents. - Respondents have a strong desire to relax and spend time with family and friends. A decision-making framework from which game ranches can select applicable growth strategies resulted from the study. The decision-making framework comprises a three-phase process; phase 1 is the identification of a game ranch's target market; phase 2 is the use of a simplistic framework to determine a possible growth strategy for a game ranch; phase 3 is the identification of ways to implement the selected strategy. As the game ranch industry makes significant contributions to the economic, social and ecological welfare of South Africa, this study added to the body of knowledge of game ranching in South Africa, particularly with regard to the growth options available to game ranches. Recommendations for consideration of future research included the following. - As the current study investigated hunting and tourism, future research on growth strategies for game ranches could also include other aspects of game ranching such as the sale of live game and game products. - More focused empirical research into external and internal strategic analysis should be considered to supplement the empirical research into customer analysis resulting from the current study. - Finally, additional information obtained on the external and internal strategic analysis process could lead to expanding the decision-making framework developed in this study into a more holistic tool to be used in selecting a growth strategy, or combination of strategies for a game ranch3.
- Full Text:
- Date Issued: 2010
- Authors: Van Eyk, Marlé
- Date: 2010
- Subjects: Tourism -- Marketing , Game farms -- South Africa
- Language: English
- Type: Thesis , Doctoral , DTech
- Identifier: vital:9356 , http://hdl.handle.net/10948/1546 , Tourism -- Marketing , Game farms -- South Africa
- Description: Game ranching offers an economic alternative to conventional stock farming and is a means of supplementing income derived from agricultural activities. Competition is intensifying as ranchers continuously look for ways to improve and expand their businesses and gain a competitive advantage. Ranchers consequently have to find strategies that can ensure growth. Since a reciprocal relationship and dependency exists between a game ranch and the environment in which it operates, it is essential that ranchers take cognizance of aspects in the marketing environment that can either limit, and hence encumber the choice of growth strategy, or stimulate the growth potential of game ranches. As the objective of marketing is to offer customers superior value, it is pertinent for ranchers to know and understand the needs, requirements and motivations of visitors. Failure to do so will cause visitors to patronise other game ranches, or alternative tourism offerings that meet their expectations. A literature review was conducted to define strategy and assist in identifying growth strategies available to a game ranch. The literature review assisted in categorising elements in the external, internal and customer analysis phases of strategic marketing management. Surveys were conducted by means of self-completion questionnaires which were distributed throughout South Africa. Two sets of questionnaires were distributed - one to respondents with prior experience of a game ranch, and one to respondents with no-prior experience. A qualifying question directed the fieldworker to decide which questionnaire should be completed by the respondent. The surveys were constructed in such a way as to determine to what extent various factors would persuade respondents to visit a ranch or extend their stay. Based on a factor analysis, an eight factor structure emerged which represented the personal values of respondents and their levels of expectation for each of the factors. The eight factors were stimulation, universalism, tradition, security, hedonism, power, socialisation, and self-direction. The study revealed the following. - The majority of respondents with no-prior experience of a game ranch is either unaware of the offerings of game ranches, or perceives them as too expensive. - The sustainable use of natural resources is not only essential for the existence of a game ranch, but is also an important motivator for respondents to either visit a game ranch or extend their stay at a ranch. - Staff play a critical role in the overall experience of visitors and act as an important motivator to either visit/revisit a game ranch or extend their stay at the ranch. - Clean and comfortable overnight facilities are deemed important by all respondents. - Respondents have a strong desire to relax and spend time with family and friends. A decision-making framework from which game ranches can select applicable growth strategies resulted from the study. The decision-making framework comprises a three-phase process; phase 1 is the identification of a game ranch's target market; phase 2 is the use of a simplistic framework to determine a possible growth strategy for a game ranch; phase 3 is the identification of ways to implement the selected strategy. As the game ranch industry makes significant contributions to the economic, social and ecological welfare of South Africa, this study added to the body of knowledge of game ranching in South Africa, particularly with regard to the growth options available to game ranches. Recommendations for consideration of future research included the following. - As the current study investigated hunting and tourism, future research on growth strategies for game ranches could also include other aspects of game ranching such as the sale of live game and game products. - More focused empirical research into external and internal strategic analysis should be considered to supplement the empirical research into customer analysis resulting from the current study. - Finally, additional information obtained on the external and internal strategic analysis process could lead to expanding the decision-making framework developed in this study into a more holistic tool to be used in selecting a growth strategy, or combination of strategies for a game ranch3.
- Full Text:
- Date Issued: 2010
The impact of electronic service quality dimension on customer satisfaction
- Van der Merwe, Samatha Michelle
- Authors: Van der Merwe, Samatha Michelle
- Date: 2010
- Subjects: Electronic commerce , Consumer satisfaction
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8652 , http://hdl.handle.net/10948/1367 , Electronic commerce , Consumer satisfaction
- Description: Online purchasing is becoming increasingly common as a purchasing mode. At the onset of e-commerce it was thought that success was guaranteed merely by being present on the internet and offering low prices. Currently customer service has proved itself to be a key element for achieving good results in a website (Zeithaml, Parasuraman & Malhotra, 2002b). In this context, the study of commercial website quality has emerged as an area of strategic importance. As in traditional stores, service quality and customer satisfaction seem to play vital roles in the success and survival of Internet sites.
- Full Text:
- Date Issued: 2010
- Authors: Van der Merwe, Samatha Michelle
- Date: 2010
- Subjects: Electronic commerce , Consumer satisfaction
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8652 , http://hdl.handle.net/10948/1367 , Electronic commerce , Consumer satisfaction
- Description: Online purchasing is becoming increasingly common as a purchasing mode. At the onset of e-commerce it was thought that success was guaranteed merely by being present on the internet and offering low prices. Currently customer service has proved itself to be a key element for achieving good results in a website (Zeithaml, Parasuraman & Malhotra, 2002b). In this context, the study of commercial website quality has emerged as an area of strategic importance. As in traditional stores, service quality and customer satisfaction seem to play vital roles in the success and survival of Internet sites.
- Full Text:
- Date Issued: 2010
Towards expediting land claims: a case study of Fairview, Port Elizabeth
- Authors: Tyala, Sindiswa
- Date: 2010
- Subjects: Land tenure -- South Africa -- Port Elizabeth , Right of property -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9081 , http://hdl.handle.net/10948/1127 , Land tenure -- South Africa -- Port Elizabeth , Right of property -- South Africa -- Port Elizabeth
- Description: In 1994, South Africa’s political dispensation changed when the African National Congress (ANC) came into power. For most people, that meant that their aspirations and wishes would be fulfilled. The main objective of the new government was to redress past imbalances. The land question was one item on their agenda. In South Africa, land ownership has long been a source of conflict. The South African history of dispossession and forced removals and racially–skewed distribution of land resources has left Africans with a complex and difficult legacy (Christopher,1987).The issue of land had been an emotional issue affecting many people in South Africa. The struggle for land and access to land in South African history gave rise to many conflicts and loss of lives. The restitution of land rights in South Africa has been a highly contentious and emotive issue. The pain, anger and frustration of those affected by the implementation of racially based discriminatory measures of the past, cannot be denied. Confronting and redressing the anguish of the past has proven to be central to the process of reconciliation within a transformed political dispensation in South Africa (South African White Paper on Land, 1991a). The Constitution of South Africa and The Restitution of Land Rights Act (Act No. 22 of 1994) have firmly established the rights to claim restitution in accordance with the provision of justice and equity for all South Africans. During such a long process, it has been noticed in the suburb of Fairview, Port Elizabeth that some claimants ultimately received their land and compensation, some died before they received absolutely nothing and some old, poor and illiterate claimants are still struggling to claim their land or compensation. Fairview was formerly known as Baakens River Farm in 1810. It was situated far from the city centre and formed part of the Walmer Municipality. Initially, it was owned by John James Besny. In 1826 the farmer was bought by John Parkin and he later sold half 2 of it to Robert Newcombe before 1849. Robbert Newcombe named his half of the farm Fairview (Harradene, 2000). In 1933, Fairview became part of the Walmer Municipality. In 1967 Walmer became part of the Port Elizabeth Municipality. Fairview developed as a township of low density and became increasingly heterogeneous in nature. Davies (1971:10) claimed that the largest concentration of properties were owned and occupied by Coloured people, followed by Chinese, Blacks and Indians. The majority of the residents were Coloured. According to Sampson (1994), the plot sizes in Fairview were relatively large, either 0,8 ha or 0,2ha. Sampson also claimed that no business sites were distinguished, but businesses were established by the Chinese on residential plots. During the apartheid era, Fairview was one of the lands declared as a “Controlled Area”. The Group Areas Act also affected Fairview, even though the removal of the people in Fairview was not as pressing as it was to other suburbs due to its location at a relative distance from the city (Davies, 1970). As a result an increase in the Coloured population in Fairview was noticed between 1960 and 1970 as people faced eviction from central city areas such as South End. The people moved to Fairview with the hope that the area would be proclaimed a Coloured area. Unfortunately for those who ran to Fairview, people in Fairview were also removed from 1970s to other areas like New Brighton Location and other areas in Korsten. The last removal of people in Fairview took place in 1984 (Eastern Province Herald, 26 October 1996). After 1994, the introduction of the Restitution of Land Rights Act made provision for the establishment of a Commission on the Restitution of Land Rights and a Land Claims Court to adjudicate all claims lodged with the Commission as from 1 May 1998 (Land Info., 1996). Disputes with land owners over prices, validity of the claims and resistance to give away land, led to referral of some claims to the Land Claims Court. Although some research has been undertaken on Fairview, there is a vacuum of research into the problems faced by claimants in this area. The problems faced by claimants meant that some died while they were still busy with the process and some are still struggling to make a claim, and recently some were successful. 3 The focus of this study is to examine the process of the Fairview land claim, and as a recommendation, I wish to come up with suggestions for making the process easier for claimants.
- Full Text:
- Date Issued: 2010
- Authors: Tyala, Sindiswa
- Date: 2010
- Subjects: Land tenure -- South Africa -- Port Elizabeth , Right of property -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9081 , http://hdl.handle.net/10948/1127 , Land tenure -- South Africa -- Port Elizabeth , Right of property -- South Africa -- Port Elizabeth
- Description: In 1994, South Africa’s political dispensation changed when the African National Congress (ANC) came into power. For most people, that meant that their aspirations and wishes would be fulfilled. The main objective of the new government was to redress past imbalances. The land question was one item on their agenda. In South Africa, land ownership has long been a source of conflict. The South African history of dispossession and forced removals and racially–skewed distribution of land resources has left Africans with a complex and difficult legacy (Christopher,1987).The issue of land had been an emotional issue affecting many people in South Africa. The struggle for land and access to land in South African history gave rise to many conflicts and loss of lives. The restitution of land rights in South Africa has been a highly contentious and emotive issue. The pain, anger and frustration of those affected by the implementation of racially based discriminatory measures of the past, cannot be denied. Confronting and redressing the anguish of the past has proven to be central to the process of reconciliation within a transformed political dispensation in South Africa (South African White Paper on Land, 1991a). The Constitution of South Africa and The Restitution of Land Rights Act (Act No. 22 of 1994) have firmly established the rights to claim restitution in accordance with the provision of justice and equity for all South Africans. During such a long process, it has been noticed in the suburb of Fairview, Port Elizabeth that some claimants ultimately received their land and compensation, some died before they received absolutely nothing and some old, poor and illiterate claimants are still struggling to claim their land or compensation. Fairview was formerly known as Baakens River Farm in 1810. It was situated far from the city centre and formed part of the Walmer Municipality. Initially, it was owned by John James Besny. In 1826 the farmer was bought by John Parkin and he later sold half 2 of it to Robert Newcombe before 1849. Robbert Newcombe named his half of the farm Fairview (Harradene, 2000). In 1933, Fairview became part of the Walmer Municipality. In 1967 Walmer became part of the Port Elizabeth Municipality. Fairview developed as a township of low density and became increasingly heterogeneous in nature. Davies (1971:10) claimed that the largest concentration of properties were owned and occupied by Coloured people, followed by Chinese, Blacks and Indians. The majority of the residents were Coloured. According to Sampson (1994), the plot sizes in Fairview were relatively large, either 0,8 ha or 0,2ha. Sampson also claimed that no business sites were distinguished, but businesses were established by the Chinese on residential plots. During the apartheid era, Fairview was one of the lands declared as a “Controlled Area”. The Group Areas Act also affected Fairview, even though the removal of the people in Fairview was not as pressing as it was to other suburbs due to its location at a relative distance from the city (Davies, 1970). As a result an increase in the Coloured population in Fairview was noticed between 1960 and 1970 as people faced eviction from central city areas such as South End. The people moved to Fairview with the hope that the area would be proclaimed a Coloured area. Unfortunately for those who ran to Fairview, people in Fairview were also removed from 1970s to other areas like New Brighton Location and other areas in Korsten. The last removal of people in Fairview took place in 1984 (Eastern Province Herald, 26 October 1996). After 1994, the introduction of the Restitution of Land Rights Act made provision for the establishment of a Commission on the Restitution of Land Rights and a Land Claims Court to adjudicate all claims lodged with the Commission as from 1 May 1998 (Land Info., 1996). Disputes with land owners over prices, validity of the claims and resistance to give away land, led to referral of some claims to the Land Claims Court. Although some research has been undertaken on Fairview, there is a vacuum of research into the problems faced by claimants in this area. The problems faced by claimants meant that some died while they were still busy with the process and some are still struggling to make a claim, and recently some were successful. 3 The focus of this study is to examine the process of the Fairview land claim, and as a recommendation, I wish to come up with suggestions for making the process easier for claimants.
- Full Text:
- Date Issued: 2010
The study of the concept and the development of social entretpreneurial models in South Africa
- Authors: Theron, Jolene
- Date: 2010
- Subjects: Social entrepreneurship -- South Africa , Social responsibility of business -- South Africa , Social problems -- South Africa , Poverty -- South Africa , South Africa -- Social conditions
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8611 , http://hdl.handle.net/10948/1558 , Social entrepreneurship -- South Africa , Social responsibility of business -- South Africa , Social problems -- South Africa , Poverty -- South Africa , South Africa -- Social conditions
- Description: The study investigates the concept and development of social entrepreneurial models in South Africa to demonstrate how social business initiatives can thrive and increase their impact on quality of life. Extreme poverty and diminishing natural resources threaten the future existence of the human race. Transformative, cost-effective and sustainable solutions are necessary to address the most challenging social problems. The study explores the speculation that creation of social value naturally progressed to increase economic value. Governments and philanthropic efforts have to date, failed to offer effective solutions to social problems. Independently, no sector is able to handle the scale, cost and extent of the current social issues facing humanity. In order to address this gap the study considers the business models followed by the public, private and non-profit sectors. It then introduces the concept of social entrepreneurship and explores the use of a hybrid business model as a possible solution. It is argued that transformative, cost-effective and sustainable solutions to the most critical social problems within South Africa can only be generated once these different sectors collaborate to leverage public and private resources. The method used in approaching the study was: Identifying the need for new forms of social value creation and identifying specific ventures emerging to address these needs; Recognising the key factors enabling social entrepreneurs to accomplish ambitious task, create large social impact and influence economic value; Establishing the most predominant social problems threatening the future sustainability of society and economy in South Africa; Identifying the most strategic business model able to create transformation, sustainability and deliver both economic and social value; Establishing the guidelines, support and resources needed to strengthen social entrepreneurial behaviour and social entrepreneurial initiatives within South Africa. The objective of the study was firstly achieved through an analysis of literature related to the topic of social entrepreneurship. The literature study explored the origins of traditional entrepreneurship and entrepreneurial characteristics. It then went on to discover the concept of social entrepreneurship and made a clear definition between the different types of social entrepreneurship, separating the social entrepreneurial venture from charity and corporate social responsibility. The literature study looked further into the characteristics of a social entrepreneur, the need for new forms of social value creation, the opportunities that exist and the impact created by social entrepreneurship. The second part of the analysis strictly focussed on social entrepreneurship in South Africa and the role each sector plays in addressing social issues. The most critical social issues in South Africa were identified with emphasise on the change needed. The methodology used was the case study method. A single-case study was conducted with the Freeplay Energy Group, presenting a successful social entrepreneurial venture, serving as a good business model example for the South African environment. A qualitative approach was followed with the objective of testing theory. By comparing the theory identified in the literary review with the findings of the case study, it was possible to investigate the concept and development of social entrepreneurial models in South Africa. The conclusions demonstrate how social business initiatives can thrive and increase their impact on quality of life. The most strategic business model identified was one which integrated the public, private and non-profit sectors with social entrepreneurship. The collaboration of all the sectors with social entrepreneurship results in social value creation which gives impetus to economic value creation. The findings were documented with specific conclusions being made and offered suggestions for future research.
- Full Text:
- Date Issued: 2010
- Authors: Theron, Jolene
- Date: 2010
- Subjects: Social entrepreneurship -- South Africa , Social responsibility of business -- South Africa , Social problems -- South Africa , Poverty -- South Africa , South Africa -- Social conditions
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8611 , http://hdl.handle.net/10948/1558 , Social entrepreneurship -- South Africa , Social responsibility of business -- South Africa , Social problems -- South Africa , Poverty -- South Africa , South Africa -- Social conditions
- Description: The study investigates the concept and development of social entrepreneurial models in South Africa to demonstrate how social business initiatives can thrive and increase their impact on quality of life. Extreme poverty and diminishing natural resources threaten the future existence of the human race. Transformative, cost-effective and sustainable solutions are necessary to address the most challenging social problems. The study explores the speculation that creation of social value naturally progressed to increase economic value. Governments and philanthropic efforts have to date, failed to offer effective solutions to social problems. Independently, no sector is able to handle the scale, cost and extent of the current social issues facing humanity. In order to address this gap the study considers the business models followed by the public, private and non-profit sectors. It then introduces the concept of social entrepreneurship and explores the use of a hybrid business model as a possible solution. It is argued that transformative, cost-effective and sustainable solutions to the most critical social problems within South Africa can only be generated once these different sectors collaborate to leverage public and private resources. The method used in approaching the study was: Identifying the need for new forms of social value creation and identifying specific ventures emerging to address these needs; Recognising the key factors enabling social entrepreneurs to accomplish ambitious task, create large social impact and influence economic value; Establishing the most predominant social problems threatening the future sustainability of society and economy in South Africa; Identifying the most strategic business model able to create transformation, sustainability and deliver both economic and social value; Establishing the guidelines, support and resources needed to strengthen social entrepreneurial behaviour and social entrepreneurial initiatives within South Africa. The objective of the study was firstly achieved through an analysis of literature related to the topic of social entrepreneurship. The literature study explored the origins of traditional entrepreneurship and entrepreneurial characteristics. It then went on to discover the concept of social entrepreneurship and made a clear definition between the different types of social entrepreneurship, separating the social entrepreneurial venture from charity and corporate social responsibility. The literature study looked further into the characteristics of a social entrepreneur, the need for new forms of social value creation, the opportunities that exist and the impact created by social entrepreneurship. The second part of the analysis strictly focussed on social entrepreneurship in South Africa and the role each sector plays in addressing social issues. The most critical social issues in South Africa were identified with emphasise on the change needed. The methodology used was the case study method. A single-case study was conducted with the Freeplay Energy Group, presenting a successful social entrepreneurial venture, serving as a good business model example for the South African environment. A qualitative approach was followed with the objective of testing theory. By comparing the theory identified in the literary review with the findings of the case study, it was possible to investigate the concept and development of social entrepreneurial models in South Africa. The conclusions demonstrate how social business initiatives can thrive and increase their impact on quality of life. The most strategic business model identified was one which integrated the public, private and non-profit sectors with social entrepreneurship. The collaboration of all the sectors with social entrepreneurship results in social value creation which gives impetus to economic value creation. The findings were documented with specific conclusions being made and offered suggestions for future research.
- Full Text:
- Date Issued: 2010
Limitations of the land reform in South Africa : an assessment of two farms in the Eastern Cape
- Authors: Tesana, Zola Eric
- Date: 2010
- Subjects: Land reform -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9082 , http://hdl.handle.net/10948/1122 , Land reform -- South Africa -- Eastern Cape
- Description: The government that was voted in, in 1994 initiated and implemented the Land Reform Programme that had three key elements, namely; Land restitution, redistribution and tenure reform. This study was undertaken to examine the limitations that resulted in some of the projects not to succeed. The study took a form of a case study of two farms that were redistributed in 1997 under the Land Redistribution Programme in the Blue Crane Route Municipal area in the Eastern Cape. The findings confirmed a variety of weaknesses that led to the collapse of these farms. Whilst acknowledging that there are some measures that are put in place to address those limitations the, study shows that there is still scope to do more. It is therefore one’s sincere wish that what transpired out of this study will make a positive contribution by providing some elements that can be used as a remedy in advancing the Land Reform Programme.
- Full Text:
- Date Issued: 2010
- Authors: Tesana, Zola Eric
- Date: 2010
- Subjects: Land reform -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9082 , http://hdl.handle.net/10948/1122 , Land reform -- South Africa -- Eastern Cape
- Description: The government that was voted in, in 1994 initiated and implemented the Land Reform Programme that had three key elements, namely; Land restitution, redistribution and tenure reform. This study was undertaken to examine the limitations that resulted in some of the projects not to succeed. The study took a form of a case study of two farms that were redistributed in 1997 under the Land Redistribution Programme in the Blue Crane Route Municipal area in the Eastern Cape. The findings confirmed a variety of weaknesses that led to the collapse of these farms. Whilst acknowledging that there are some measures that are put in place to address those limitations the, study shows that there is still scope to do more. It is therefore one’s sincere wish that what transpired out of this study will make a positive contribution by providing some elements that can be used as a remedy in advancing the Land Reform Programme.
- Full Text:
- Date Issued: 2010
The disparities arising in the policing of consumptive and non-consumptive marine activities
- Authors: Tembo, Danai
- Date: 2010
- Subjects: Marine resources conservation -- South Africa , Fishery law and legislation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8649 , http://hdl.handle.net/10948/1383 , Marine resources conservation -- South Africa , Fishery law and legislation -- South Africa
- Description: The South African marine environment is utilised for both consumptive and non-consumptive activities and for those activities to continue sustainably it is important that these activities be monitored and policed. South Africa's environmental legislation is structured to do just that; outlining specific regulations for all consumptive and non-consumptive activities that can be conducted in the marine environment. Some disparities have been observed regarding the policing of consumptive and non-consumptive marine activities, and these disparities were analysed by means of several case studies and semi-structured key informant interviews. Case studies covered both consumptive (abalone poaching and Illegal, Unreported and Unregulated fishing) and non-consumptive activities (the sardine run and tiger shark diving) currently being conduct in the marine environment. Key informant interviews collected opinions from legal practitioners who felt that the legislation was solid but poorly implemented; and non-consumptive operators who felt that the legislation was implemented in a way that made it difficult for non-consumptive and ecotourism activities to thrive. The poor implementation has resulted in a situation which seems to promote consumptive crimes instead of curbing them.
- Full Text:
- Date Issued: 2010
- Authors: Tembo, Danai
- Date: 2010
- Subjects: Marine resources conservation -- South Africa , Fishery law and legislation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8649 , http://hdl.handle.net/10948/1383 , Marine resources conservation -- South Africa , Fishery law and legislation -- South Africa
- Description: The South African marine environment is utilised for both consumptive and non-consumptive activities and for those activities to continue sustainably it is important that these activities be monitored and policed. South Africa's environmental legislation is structured to do just that; outlining specific regulations for all consumptive and non-consumptive activities that can be conducted in the marine environment. Some disparities have been observed regarding the policing of consumptive and non-consumptive marine activities, and these disparities were analysed by means of several case studies and semi-structured key informant interviews. Case studies covered both consumptive (abalone poaching and Illegal, Unreported and Unregulated fishing) and non-consumptive activities (the sardine run and tiger shark diving) currently being conduct in the marine environment. Key informant interviews collected opinions from legal practitioners who felt that the legislation was solid but poorly implemented; and non-consumptive operators who felt that the legislation was implemented in a way that made it difficult for non-consumptive and ecotourism activities to thrive. The poor implementation has resulted in a situation which seems to promote consumptive crimes instead of curbing them.
- Full Text:
- Date Issued: 2010
The identification of factors that contribute to the creation of a formal mentoring programme at Lumotech (Pty) Ltd
- Authors: Taljaard, Arno
- Date: 2010
- Subjects: Mentoring in business -- South Africa , Employees -- Coaching of -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8683 , http://hdl.handle.net/10948/1121 , Mentoring in business -- South Africa , Employees -- Coaching of -- South Africa
- Description: Introduction: At the time of this study, Lumotech (Pty) Ltd did not have a formal mentoring programme. This study evaluated the requirements of such a programme in order to formulate an implementation strategy. Rational: The main research problem addressed in this study was to identify the factors that contribute to creating a formal mentoring programme at Lumotech (Pty) Ltd. To achieve this objective, sub-problems were identified and addressed. The sub-problems identified were addressed through a literature review, an empirical study and the formulation of a strategy for the implementation of a formal mentoring programme. Goals/Objectives: This paper attempts to create a strategy for implementing a formal mentoring programme at Lumotech by answering a series of research questions.
- Full Text:
- Date Issued: 2010
- Authors: Taljaard, Arno
- Date: 2010
- Subjects: Mentoring in business -- South Africa , Employees -- Coaching of -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8683 , http://hdl.handle.net/10948/1121 , Mentoring in business -- South Africa , Employees -- Coaching of -- South Africa
- Description: Introduction: At the time of this study, Lumotech (Pty) Ltd did not have a formal mentoring programme. This study evaluated the requirements of such a programme in order to formulate an implementation strategy. Rational: The main research problem addressed in this study was to identify the factors that contribute to creating a formal mentoring programme at Lumotech (Pty) Ltd. To achieve this objective, sub-problems were identified and addressed. The sub-problems identified were addressed through a literature review, an empirical study and the formulation of a strategy for the implementation of a formal mentoring programme. Goals/Objectives: This paper attempts to create a strategy for implementing a formal mentoring programme at Lumotech by answering a series of research questions.
- Full Text:
- Date Issued: 2010
Managing the perceptions about affirmitive action (AA)
- Authors: Swartbooi, Aurick Devlin
- Date: 2010
- Subjects: Affirmative action programs -- South Africa , Affirmative action programs -- Law and legislation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8684 , http://hdl.handle.net/10948/1120 , Affirmative action programs -- South Africa , Affirmative action programs -- Law and legislation -- South Africa
- Description: The main research problem focused on the effective management of the perceptions about Affirmative Action (AA). A literature study and a survey were conducted to investigate the extent and nature of perceptions, the effect of these perceptions on labour and personal relations, current and suggested management practice of the perceptions of AA. A definition of AA, earlier measures of AA, the implementation of AA in the South African context, the stages of AA, theories, relevant legislation, perceptions and the management thereof are discussed. The survey was conducted at the George and Beaufort West District offices of the Department of Rural Development and Land Reform (DRDLR) with a response rate of 78.95 percent. The perceptions about AA can be managed effectively by complying with legislation, by involving and making all levels of employees responsible for the achievement of employment equity, skills development, personal development, consultation and communication.
- Full Text:
- Date Issued: 2010
- Authors: Swartbooi, Aurick Devlin
- Date: 2010
- Subjects: Affirmative action programs -- South Africa , Affirmative action programs -- Law and legislation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8684 , http://hdl.handle.net/10948/1120 , Affirmative action programs -- South Africa , Affirmative action programs -- Law and legislation -- South Africa
- Description: The main research problem focused on the effective management of the perceptions about Affirmative Action (AA). A literature study and a survey were conducted to investigate the extent and nature of perceptions, the effect of these perceptions on labour and personal relations, current and suggested management practice of the perceptions of AA. A definition of AA, earlier measures of AA, the implementation of AA in the South African context, the stages of AA, theories, relevant legislation, perceptions and the management thereof are discussed. The survey was conducted at the George and Beaufort West District offices of the Department of Rural Development and Land Reform (DRDLR) with a response rate of 78.95 percent. The perceptions about AA can be managed effectively by complying with legislation, by involving and making all levels of employees responsible for the achievement of employment equity, skills development, personal development, consultation and communication.
- Full Text:
- Date Issued: 2010
Occupational stressors that influence professional health workers
- Authors: Sontyale, Ulungile Klaas
- Date: 2010
- Subjects: Job stress -- South Africa , Medical personnel -- Job stress , HIV-positive persons -- Care -- South Africa , AIDS (Disease) -- Patients -- Care -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8695 , http://hdl.handle.net/10948/1098 , Job stress -- South Africa , Medical personnel -- Job stress , HIV-positive persons -- Care -- South Africa , AIDS (Disease) -- Patients -- Care -- South Africa
- Description: Background: Despite the prevalence of HIV/AIDS stabilizing and slightly decreasing in certain provinces, there are a number of People Living With HIV/AIDS (PLWHA) in South Africa. Many people seek help at primary health clinics and hospitals and receive chronic care at these facilities. Caring for these chronic patients and new patients entering the health system can be stressful to the health professionals who are involved. Many studies that have been conducted have focused on the clinical aspects of individual patients, while few studies have focused on the experiences and stressors of health professionals looking after PLWHA. To ensure quality of care for patients with HIV/AIDS, it is important to understand the experiences of health professionals looking after HIV/AIDS patients and how stressful experiences may influence their attitude towards these patients. Aim: The aim of this study is to report the factors health professionals perceive as occupational stressors caring for people living with HIV/AIDS in the public health sector of the Nelson Mandela Metropolitan Municipality. Research design and Methodology: A quantitative, descriptive and non-experimental research design was followed. A pilot study was conducted to determine the clarity of questions, effectiveness of the instructions, completeness of the response sets, the time required to complete the questionnaires and the success of the data collection. The primary method of data collection was self-administered questionnaires. The questionnaires were dispatched to 30 health professionals at the public health facilities in the Nelson Mandela Metropolitan Municipality. A descriptive statistical analysis was done using a Statistical Package. This revealed the following findings. Findings: The following are the findings that were perceived to be occupational stressors: organizational factors, job design factors, career and promotional factors, role-related factors and cultural factors. iv Conclusion and recommendations: There are occupational stressors that affect health care professionals working in an HIV/AIDS setting. The following are the recommendations to rectify or to improve the situation: • Improve the communication of goals and objectives; • Redesign the job; • Human-resources development ; • Improvement of salaries; • Career planning and mentoring; and • Sensitisation of employees to cultural differences.
- Full Text:
- Date Issued: 2010
- Authors: Sontyale, Ulungile Klaas
- Date: 2010
- Subjects: Job stress -- South Africa , Medical personnel -- Job stress , HIV-positive persons -- Care -- South Africa , AIDS (Disease) -- Patients -- Care -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8695 , http://hdl.handle.net/10948/1098 , Job stress -- South Africa , Medical personnel -- Job stress , HIV-positive persons -- Care -- South Africa , AIDS (Disease) -- Patients -- Care -- South Africa
- Description: Background: Despite the prevalence of HIV/AIDS stabilizing and slightly decreasing in certain provinces, there are a number of People Living With HIV/AIDS (PLWHA) in South Africa. Many people seek help at primary health clinics and hospitals and receive chronic care at these facilities. Caring for these chronic patients and new patients entering the health system can be stressful to the health professionals who are involved. Many studies that have been conducted have focused on the clinical aspects of individual patients, while few studies have focused on the experiences and stressors of health professionals looking after PLWHA. To ensure quality of care for patients with HIV/AIDS, it is important to understand the experiences of health professionals looking after HIV/AIDS patients and how stressful experiences may influence their attitude towards these patients. Aim: The aim of this study is to report the factors health professionals perceive as occupational stressors caring for people living with HIV/AIDS in the public health sector of the Nelson Mandela Metropolitan Municipality. Research design and Methodology: A quantitative, descriptive and non-experimental research design was followed. A pilot study was conducted to determine the clarity of questions, effectiveness of the instructions, completeness of the response sets, the time required to complete the questionnaires and the success of the data collection. The primary method of data collection was self-administered questionnaires. The questionnaires were dispatched to 30 health professionals at the public health facilities in the Nelson Mandela Metropolitan Municipality. A descriptive statistical analysis was done using a Statistical Package. This revealed the following findings. Findings: The following are the findings that were perceived to be occupational stressors: organizational factors, job design factors, career and promotional factors, role-related factors and cultural factors. iv Conclusion and recommendations: There are occupational stressors that affect health care professionals working in an HIV/AIDS setting. The following are the recommendations to rectify or to improve the situation: • Improve the communication of goals and objectives; • Redesign the job; • Human-resources development ; • Improvement of salaries; • Career planning and mentoring; and • Sensitisation of employees to cultural differences.
- Full Text:
- Date Issued: 2010