List of Titles

The influence of access to financial services and effective financial management practices on SME success in South Africa

- Sisusa, Ubenathi

Authors: Sisusa, Ubenathi
Date: 2024-10-11
Subjects: Uncatalogued
Language: English
Type: Academic theses , Master's theses , text
Identifier: http://hdl.handle.net/10962/463527 , vital:76417
Description: The success rate of small and medium enterprises (SMEs) in South Africa is still low due to the majority failing in their early stages of initiation. The main reasons why SMEs fail can be ascribed to their lack of access to financial services and effective financial management practices. Access to financial services refers to the ability of SMEs to obtain financial products and services from formal financial institutions at affordable prices, while effective financial management practices refer to the adoption of cash and credit management practices to efficiently manage finances within the SMEs. This study investigated the influence of access to financial services and effective financial management practices on SME success in South Africa. Access to financial services was measured by SMEs’ access to transactional bank accounts, savings accounts, credit facilities, and insurance products. Effective financial management practices were measured according to their cash and credit management practices. Lastly, SME success was measured as SMEs operating for over five years, reporting growth according to the owner’s perception, and earning annual profits of R15 000 and above. This study applied the quantitative research design to investigate the influence of access to financial services and effective financial management practices on SME success in South Africa. The study used existing data collected by Ipsos for the FinMark Trust FinScope South Africa MSME 2020 with a sample of 4 897 respondents. The study used secondary data to investigate the independent variables, namely access to financial services and effective financial management practices, on the dependent variable, SME success. Pearson’s correlation coefficient and the multiple regression analysis were used to test the hypotheses of the study. The results showed that these SMEs were mostly from the Gauteng Province (40%), the majority had between 11 and 50 employees (76%), and the owner was the manager (73%). Pearson’s correlation coefficient results showed a significant positive correlation between access to financial services and SME success. It also showed a significant positive correlation between effective financial management practices and SME success. Furthermore, this study’s multiple regression analysis showed that access to financial services and effective financial management practices significantly influence SME success. Thus, SMEs with access to financial services (transactional bank accounts, savings accounts, credit facilities, and insurance products) and adopting effective financial management practices such as cash and credit management are likely to succeed. This study emphasises the importance of access to financial services and effective financial management practices on SMEs’ success. Therefore, it is recommended that to enhance SME success, SMEs need to open transactional bank accounts as soon as they start operating to ensure that they build favourable profiles with the financial institutions to gain access to other financial services such as credit facilities and insurance products. Furthermore, in terms of effective financial management practices, SMEs need to adopt the relevant cash and credit management practices, ensuring that they can meet the financial institutions’ requirements, subsequently enabling them to access financial services. Lastly, this study recommends that financial institutions offer relevant and affordable financial products and services to SMEs to ensure they can access more financial services. This study contributes to SMEs and formal financial institutions in South Africa by identifying the factors that influence SME success, the measures that SME owners can put in place for the SMEs to be successful, the role that formal financial institutions play in enabling SMEs’ success, and the changes they can implement to aid SMEs to access financial services at affordable costs. , Thesis (MCom) -- Faculty of Commerce, Management, 2024
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Date Issued: 2024-10-11

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The influence of strategic leadership on the performance of small and medium-sized enterprises as mediated by strategy implementation

- January, Nceba

Authors: January, Nceba
Date: 2024-04-03
Subjects: Uncatalogued
Language: English
Type: Academic theses , Master's theses , text
Identifier: http://hdl.handle.net/10962/434723 , vital:73099
Description: Small and medium-sized enterprises (SMEs) are viewed as the cornerstone of socio-economic development in many economies globally. The progressive contribution of SMEs to the global economy is irrefutable and enshrined in poverty alleviation, inclusive economic growth, and job creation strategies pursued by many economies worldwide. SMEs are primarily the form of enterprise that accounts for over 90% of all businesses; thus, Small and Medium-sized Enterprises are the main source of employment. SMEs' contribution to value creation is estimated to be above 50% on average. In emerging countries, particularly South Africa, SMEs contribute approximately 45% of the total employment and 33% of the Gross Domestic Product (GDP). In most countries, Small and Medium-sized Enterprises contribute to more than 50% of employment and GDP, and these figures become significantly higher when the informal small business sector is included. World Bank estimated 600 million jobs needed by 2030, making SME development a high priority for many governments worldwide. Despite globally acknowledged SME contributions, small businesses are still faced with many challenges that have ramifications on their survival, growth, and performance. Studies highlighted challenges such as lack of access to finance and funding modalities, appropriate technology and infrastructure, markets and social networks, and lack of research and development, strategic management skills, and inability to perform managerial tasks, among others. Recent studies have been conducted on many of these challenges; however, there is little known about the strategic management challenges that face SMEs and their business performance. Several studies were conducted on some of these strategic management challenges, such as strategic planning, strategic orientation, strategic agility, organisational flexibility, and total quality management. However, a review of studies relevant to SMEs and their performance is silent on the argument regarding the influence of strategic leadership on the performance of SMEs, especially when key drivers of effective strategy implementation mediate strategic leadership. Thus, this study investigated the influence of strategic leadership on the performance of SMEs as mediated by strategy implementation in Nelson Mandela Bay (NMB). A detailed theoretical investigation was conducted on the nature and role of strategic leadership, strategy implementation, and business performance of SMEs. Strategic leadership represents the independent variables of this study, namely: strategic direction, balanced organisational controls, organisational culture, organisation’s resource portfolio, and ethical practice, followed by the mediating variable (strategy implementation) and the dependent variable (business performance). An empirical investigation was also conducted to test the significant influence between these variables. This study adopted a positivistic approach using a quantitative research method. The sample size of the study was 390 respondents. Self-developed and structured questionnaires were physically distributed to 315 SME owners and managers in NMB using a convenience sampling method. Only 229 returned questionnaires were suitable and relevant to this study; thus, a 72.69% response rate was achieved. Returned questionnaires were cleansed, coded, and transferred to a statistical data analysis software called Statistica, version 14.0, for quantitative data analyses. The validity and reliability of the measuring instrument were confirmed using Exploratory Factor Analysis and the calculation of Cronbach’s alpha coefficients. Descriptive statistics was calculated to summarise the empirical data on demographic variables and the main variables of this study. Pearson’s correlations were calculated to determine the correlations between the main variables of this study, and the results confirmed that there is a positive influence between strategic leadership, strategy implementation, and business performance of SMEs. A multiple linear regression analysis was conducted to test the significance of the influence between the main variables of the study. A regression analysis outcome revealed that some of the strategic leadership activities (strategic direction, balanced organisational controls, and organisational culture) have a statistically significant positive influence on the business performance of SMEs. Furthermore, a statistically significant positive influence does exist between strategy implementation and business performance of SMEs. This study’s recommendations were suggested to SME owners/managers. Firstly, to formulate and develop a clear long-term vision of the business for the next 3 to 5 years. Align resources to key areas of business operation and set internal controls that will help set standards of desired performance and ultimately achieve them. Secondly, to formulate and implement shared values that connect employees to the business purpose and the way it is conducted. These shared values must be underpinned by a unique, valuable, and incomparable culture against competitors to gain a competitive edge. Furthermore, consider using rewards to recognise employees who embody the shared values of the business and are committed to the success of the business because of its culture. Thirdly, ensure both strategic and financial controls support strategy implementation and guide employees to achieve performance objectives. Use balanced scorecards to assess the effectiveness of controls in the business and put corrective measures to address performance gaps. Last but not least, invest in staff development and training, technological infrastructure, and set sound processes and systems for the business operation, establish structures that have clear lines of reporting, authority, and delegation. , Thesis (MCom) -- Faculty of Commerce, Management, 2024
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Date Issued: 2024-04-03

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The relationship between leadership and employee engagement in an automotive original equipment manufacturer in South Africa

- Slater, Bronwyn Lereen

Authors: Slater, Bronwyn Lereen
Date: 2024-04-03
Subjects: Uncatalogued
Language: English
Type: Academic theses , Master's theses , text
Identifier: http://hdl.handle.net/10962/434756 , vital:73102
Description: The manufacturing industry is one of the greatest contributors to the South African economy. Owing to a competitive and complex automotive climate, it is suggested that only a few automotive manufacturing organisations will remain viable in the coming years, without the optimal reliance on human capital resources to navigate an unpredictable and unfolding landscape. In securing a sustainable future, the engagement of these human capital resources is necessitated. This competitive landscape has resulted in the call for adaptive and flexible leadership. Leadership behaviour is categorised into three streams, namely, transformational leadership, transactional leadership, and non-leadership, which is referred to as laissez-faire leadership. Employee engagement is defined as the extent to which an employee is committed to, and involved in, their operational function and the organisation, whilst portraying a willingness to perform and contribute beyond that which is expected of them. The purpose of this research was to explore the relationship between leadership and employee engagement in an Original Equipment Manufacturer (OEM) in South Africa. This OEM operates in the Eastern Cape and Gauteng Provinces of South Africa. Globally, the OEM launched a leadership journey to facilitate a shared value system that supported a vision towards organisational success, by focusing on transformed ways of working and acting, as a global collective team. The outcome of this desired journey yielded eight Leadership Principles. These Leadership Principles are referred to, and included in the research study, to gain a more robust internal perspective of the leadership behaviours that are most advocated within the OEM, in relation to employee engagement. The objective of this research therefore was to establish the relationship between leadership and employee engagement in the respective OEM, by investigating the impact of transformational leadership and transactional leadership on employee engagement. A triangulation approach was adopted to analyse the data, using a combination of qualitative and quantitative research methodologies. The result when testing the reliability coefficient scores of the leadership instrument described a poor measure for transactional leadership, and a good measure for transformational leadership. Therefore, the results that stemmed from the statistical analysis in relation to transactional leadership could not be trusted. However, in the context of this research, it was found that there is a statistically significant relationship between transformational leadership and employee engagement. Whilst utilising the qualitative research methodology, it was found that there is a limited definition-based relationship between transactional leadership and the eight Leadership Principles. However, there is a definition-based relationship between the Leadership Principles and transformational leadership, owing to similarities found in the definition descriptions between at least six of the eight Leadership Principles. In the investigation of whether there is a definition-based relationship between the Leadership Principles and employee engagement, it was found that a limited definition-based relationship between the eight Leadership Principles and engagement existed. The research therefore met its objectives in determining a relationship between leadership and employee engagement in an Original Equipment Manufacturer in South Africa. , Thesis (MCom) -- Faculty of Commerce, Management, 2024
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Date Issued: 2024-04-03

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Internal barriers facing small business owners adopting financial management practices in Makana Municipality, Eastern Cape

- Tendayi, Elizabeth

Authors: Tendayi, Elizabeth
Date: 2023-03-31
Subjects: Small business South Africa Eastern Cape , Business enterprises Finance South Africa Eastern Cape , Financial management , Contingency theory (Management) , Municipal government South Africa Eastern Cape , Business failures , Success in business
Language: English
Type: Academic theses , Master's theses , text
Identifier: http://hdl.handle.net/10962/419484 , vital:71648
Description: Although small businesses are important in South Africa, they have a high failure rate. About 63 percent of small businesses in South Africa fail in the first 18 months of their inception (Van Staden, 2022; Zhou, 2021; Bruwer, 2020: 148). One of the reasons for the failure of small businesses is the improper and ineffective adoption of proper financial management practices (Zada, Yukun and Zada, 2021: 1074). However, the success of small businesses is highly dependent on the adoption of proper financial management practices (Kapitsinis, 2019; Jindrichovska, 2013; Abuzayed, 2012; Kaya and Alpkan, 2012; Banos-Caballero, Garcia-Teruel and Martinez-Solano, 2010). In the Eastern Cape, most small businesses do not adopt proper financial management practices (Raj, 2012; Van Eeden, Viviers and Venter, 2003:1). Therefore, the study aimed to analyse internal barriers facing small business owners adopting proper financial management practices in Makana Municipality in the Eastern Cape. Eastern Cape. Proper financial management practices are evident where there is transparency, efficiency and accuracy in the achievement of the financial objectives of a business (Cheluget and Morogo, 2017: 215). Financial management practices include cash management practices, accounts receivables management practices, accounts payables management practices, inventory management practices, working capital management practices, investment management or capital budgeting practices, financing or capital structure practices, accounting information systems, financial reporting and analysis practices. The study adopted a qualitative research design and a case study methodology. A non-probability judgment sampling method was used to select a sample of twelve small business owners in Makanda, Makana Municipality. Makanda was a relevant study area because it has a high unemployment rate and poverty, and small businesses may be used as one of the driving forces in the reduction of poverty and unemployment in Makana Municipality (Eastern Cape Socio Economic Consultative Council, 2017: 1; Zemenu and Mohammed, 2014: 2; Alebiosu, 2005: 5). Primary data was collected through semi-structured interviews. Content analysis was used to describe and interpret qualitative data using coding and themes. The findings of the study showed that most small business owners or managers in Makana Municipality adopted cash management practices, working capital management practices, inventory management practices, capital structure (equity capital) practices and financial reporting and analysis. However, it was also found that small business owners or managers in Makana Municipality did not adopt accounts receivables management practices, accounts payables management practices, capital structure (debt capital) practices, accounting information systems and capital budgeting (investment) management practices. These barriers included difficulty in debt collection, cost of debt collection, nature of product or industry, challenges with suppliers or creditors, Covid-19, debt avoidance, improvement of cash flow, negative attitude towards computer systems, waste of resources and difficulty use of computer systems. It is recommended that small businesses may overcome these barriers by implementing proper debt collection procedures, honouring credit payments terms with suppliers or creditors, consulting external accountants on how to balance the use of both debt and equity capital, hiring qualified personnel to acquire training and bring awareness to the use of computer systems. In addition, the government should provide financial education programmes that specifically deal with long-term investments, and small businesses are encouraged to apply for Covid-19 rescue packages or grants through role plates such as Debt Relief Finance Scheme and the Small Enterprise Finance Agency (SEFA). It was concluded that each small business adopts financial management practices differently due to the nature of the business or industry. Also, the adoption of financial management practices is dependent on the exposure of the different barriers within each business. Hence, this study confirms that the contingency theory may be used to explain that the adoption of financial management practices is dependent upon the nature of the business or industry and the different barriers that small businesses face. Theoretically, this study contributed to the existing literature by analysing the barriers faced by small business owners adopting financial management practices in the Eastern Cape. Practically, this study highlighted the internal barriers that small business owners need to overcome to the adoption of financial management practices. , Thesis (MCom) -- Faculty of Commerce, Management, 2023
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Date Issued: 2023-03-31

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The moderating effect of socioeconomic factors on the relationship between financial inclusion and poverty among South African vulnerable households

- Khalane, Pontso Violet

Authors: Khalane, Pontso Violet
Date: 2023-03-31
Subjects: Financial inclusion , Poverty South Africa , Socioeconomic status South Africa , Financial sector , South Africa. Financial Sector Regulation Act, 2017
Language: English
Type: Academic theses , Master's theses , text
Identifier: http://hdl.handle.net/10962/419451 , vital:71645
Description: Vulnerable households are often excluded from the formal financial sector, subsequently experiencing more poverty. Vulnerable households are those that face higher chances of experiencing higher levels of poverty due to their socioeconomic factors. This study aimed to determine the moderating effect of socioeconomic factors on the relationship between financial inclusion and poverty among South African vulnerable households. Poverty is the involuntary lack of monetary and other resources that can afford households with basic human needs and a decent standard of living above a chosen poverty measure. This study measured poverty using a multidimensional measure that incorporated a household’s deprivation of health, education and a decent standard of living. Financial inclusion refers to a process of incorporating vulnerable households into the formal financial sector by ensuring that they receive timely and adequate access to regulated financial products at an affordable price, regardless of their socioeconomic status. This study measured financial inclusion multidimensionally using access to four basic regulated financial products. Socioeconomic factors included gender, race, first or home language, age, the highest level and many more factors. This study was supported by theoretical framework of the vulnerable group theory of financial inclusion, financial development theory, the credit rationing theory and the public goods theory of financial inclusion. The study adopted a quantitative research design. The study used existing data from the FinMark FinScope 2016 South Africa database, which collected data on households’ demographics and their ownership of financial products. Using a closed-ended questionnaire, FinMark FinScope collected the data across South Africa through a multi-probability sampling technique. The final database used in this study after data cleaning contained a sample of 2759 households. The study used descriptive statistics, Pearson’s product-moment correlation, ANOVA and Multiple regression to investigate the factors of the study. The results of the study found a statistically significant relationship between financial inclusion and vulnerable households. The results also found a statistically significant relationship between poverty and vulnerable households. The results further showed a statistically significant negative relationship between financial inclusion and poverty. Lastly, the study found that only socioeconomic factors such as marital status, age as it relates to children and old people moderating effect on the relationship between financial inclusion and poverty among South African vulnerable households. Subsequently, it was concluded that vulnerable households experienced higher levels of poverty in South Africa, and these vulnerable households were less financially included in South Africa. Additionally, it was found that increasing vulnerable households’ access to all regulated financial products could help decrease their poverty levels. The study made several recommendations, which included inter-alia that formal financial institutions design products that specifically meet the needs of vulnerable households. This study also recommended that banks play a central role in facilitating vulnerable households’ affordability of health in South Africa (e.g., offering affordable healthcare products to vulnerable households). Theoretically, this study contributed to the body of literature using multidimensional financial inclusion and poverty, as well as determining the moderating effect of socioeconomic factors. Practically, this study provided insights to the banks on how to develop their products to meet the needs of vulnerable households, help alleviate poverty, and increase the banks’ market into previously unbanked or underbanked segments of the population of South Africa. , Thesis (MCom) -- Faculty of Commerce, Accounting, 2023
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Date Issued: 2023-03-31

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The use of simulators and artificial intelligence in leadership feedback

- Ntombana, Sixolile

Authors: Ntombana, Sixolile
Date: 2022-10-14
Subjects: Artificial intelligence , Leadership , Employees Rating of , Communication in industrial relations , Qualitative reasoning Technological innovations , Chatbots
Language: English
Type: Academic theses , Master's theses , text
Identifier: http://hdl.handle.net/10962/357685 , vital:64767
Description: Leadership is a key factor in team success. For leadership to succeed, leaders need to possess the requisite competencies that can facilitate their performance. Team skills is identified as a leadership competency that is prioritised and most sought after by leaders. This follows studies that confirm that team skills are vital for leadership and team success. For leadership to develop team skills, feedback must be provided. Feedback is identified as information that is provided by an observer on a particular performance. The role of feedback in leadership development serves the purposes of engagement and self-reflection and evaluation of a leader’s performance. In this light, feedback cannot be separated from leadership as it is an essential part of communication in a leadership context. The nature and source of feedback can affect how the feedback is received, as shown by studies that suggest that the effectiveness of feedback goes beyond the content or nature (good/bad feedback) of the feedback. This study looks at two feedback sources: humans and artificial intelligence (AI) using students as the population. Humans have been the traditional source in feedback provision. Thus, in a team setting peers provide feedback on their peers’ performances. Unprecedented technological advancements have seen the improvement of AI capabilities to being able to give feedback. This has made AI a feedback source. Following these developments, this research assessed the way in which humans and AI provide feedback and the way in which students react to feedback provided by humans and AI. The research used chatbot AI, a Skills Simulator Assessment, launched by Kotlyar (2018). Students registered for Management One at Rhodes University in 2021 were the population for this research. The research was comprised of two phases where in phase one they were assessed by the Skill Simulator Assessment and in phase two they were assessed by their peers. This research found that students are not averse to feedback from AI, although they prefer peer feedback. It was further found that peer feedback tends to be tainted by lenience, while AI is not affected by lenience. This finding marked a significant development of AI in feedback provision. , Thesis (MCom) -- Faculty of Commerce, Management, 2022
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Date Issued: 2022-10-14

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The influence of financial socialisation agents on financial knowledge, financial self-efficacy and financial behaviour among South African consumers

- Maswena, Kaelo

Authors: Maswena, Kaelo
Date: 2022-04-06
Subjects: Financial literacy South Africa , Finance, Personal South Africa , Budgets, Personal South Africa , Consumer behavior South Africa , Consumers Attitudes , Life skills South Africa , Social learning South Africa , Self-control South Africa , Socialization South Africa , Financial socialisation agents‎
Language: English
Type: Master's thesis , text
Identifier: http://hdl.handle.net/10962/232421 , vital:49990
Description: There is a need to promote positive financial behaviour in South Africa. According to the Human Sciences Research Council (2018), South African financial behaviour culture emphasises a financially vulnerable nation in terms of not having enough income for future planning and lacking financial self-control. In its key role in influencing financial behaviour, financial socialisation, which is characterised by interactions with indirect, or purposive financial education and communication of financial norms influencing financial behaviours, attitudes, knowledge, capabilities, and self-efficacy of consumers, is the topic of this study. The purpose of the study was to investigate the influence of financial socialisation agents on financial (actual and self-assessed) knowledge, financial self-efficacy and financial behaviour among South African consumers. Based on Glenn’s (2018) framework, Xiao et al. (2009) socialisation and Moschis et al. (1978) consumer socialisation theory, the financial socialisation theoretical framework is provided for this study. Literature review provided an overview of past studies on the concepts of financial socialisation, financial (actual and self-assessed) knowledge, financial self-efficacy and financial behaviour. Therefore, a positivistic research paradigm was adopted, which used a cross-sectional correlational research methodology. This study analysed data primarily collected by a questionnaire survey of South African social attitudes to financial literacy by the Human Sciences Research Council (2011), using a multi-staged sampling technique in all South African provinces of consumers of 16 years and older. Descriptive statistics showed that most respondents were black African females between the ages of 26 and 35 years. Most held Matric certificates and were in paid employment for 30 hours or more per week. Most respondents considered family to be the most influential financial socialisation agent, followed by friends, then the bank. Actual financial knowledge of respondents, was indicated as relatively high. Results on self-assessed financial knowledge showed that most of the respondents considered their level of financial knowledge to be neutral. Using Pearson product-moment correlations to measure the strength and correlations of relationships, positive significant correlations were found between financial socialisation agents, financial (actual and self-assessed) knowledge and financial self-efficacy, while a negative and insignificant correlation was found between financial socialisation agents and financial behaviour. Multiple regression analysis results testing the hypotheses of the study demonstrated that financial socialisation agents have a significant positive influence on financial (actual and self-assessed) knowledge and financial self-efficacy; a significant influence on financial behaviour was not reported. Self-assessed financial knowledge showed a positive significant influence on financial self-efficacy and actual financial knowledge had an insignificant negative influence on financial self-efficacy. Actual financial knowledge had a significant positive influence on financial behaviour, whereby a positive yet insignificant relationship was found between self-assessed knowledge and financial behaviour. In the end, recommendations for the results indicate that financial educators need to develop a financial education plan that will include other content areas of financial knowledge such as identified by Huston (2010) and Lusardi and Mitchell (2011); the most important recommendation would be to help consumers have an accurate understanding of their own level of financial knowledge and to improve financial self-efficacy in consumers, financial socialisation experiences such as offering encouragement to open a bank account, to save and invest money, and presenting opportunities to practise financial skills, may increase consumers’ self-efficacy and lead to positive financial behaviours. , Thesis (MCom) -- Faculty of Commerce, Management, 2022
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Date Issued: 2022-04-06

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Employee views on organisational effectiveness of Chinese organisations operating in Kenya

- Mlotshwa, Minenhle Petronella

Authors: Mlotshwa, Minenhle Petronella
Date: 2021-10-29
Subjects: Organizational effectiveness Kenya , Corporate culture Kenya Cross-cultural studies , China Foreign economic relations Kenya , International business enterprises Kenya , International business enterprises Personnel management , Bilingual communication in organizations Kenya , Religion in the workplace Kenya Cross-cultural studies , Work ethic Kenya Cross-cultural studies
Language: English
Type: Master's theses , text
Identifier: http://hdl.handle.net/10962/191898 , vital:45177
Description: Over the years there has been a growing interest in the relations between Africa and Asia. This is attributed to what is perceived as increasing Chinese influence and presence in Africa. During the past decades, China has experienced rapid economic growth and expansion which has contributed to its need for additional resources and expanding its geographic footprint into Africa and especially Kenya. The growing presence of Chinese organisations in Africa has also faced challenges. Chinese organisations operating in Kenya have been cited as facing cultural challenges, human resource management issues and external pressures which affect Chinese organisations thus impacting organisational effectiveness and performance. While there has been an abundance of research conducted at a macro level, mainly anecdotal knowledge on Chinese organisational values and management, little information exists at the organisation and community level. This study aimed to contribute an in-depth understanding of Chinese and Kenyan employee relationships in organisations at a micro level. Furthermore, this study assesses employees’ views on organisational effectiveness in a cross-cultural research setting of selected Chinese organisations operating in Kenya using the Burke-Litwin model (1992) of organisational effectiveness. This study is qualitative in nature within the interpretivistic research paradigm and used a case study approach to generate detailed comprehensive understanding of the phenomenon under investigation. Two Chinese organisations specialising in importing and exporting of diverse products, which had expanded its operations to Kenya in order to reach Africa’s growing consumer markets were selected for this study. The selected organisations were chosen under the premises that they had been operating in Kenya for more than 20 years, they are reputable organisations in their industries and were international role players. Non-probability convenience sampling was used to select the two organisations who were willing to participate. Purposive sampling was used to identify employees from different job levels and types of work in the selected organisations who were willing to participate in this study. Data was collected by means of face-to-face open-ended semi-structured interviews, with five Chinese and 12 Kenyan employees. The findings of this study were guided by the dimensions of the Burke-Litwin model, comprising the external environment, transformational dimensions (including mission and strategy, leadership and organisational culture) and transactional dimensions (including management practices, organisational structure, systems [policies and procedures], motivation, work climate, task requirements and individual skills and abilities). Based on the findings, organisational culture was the dominant theme that had a large influence on the organisational performance. Within the context of organisational culture, the main challenges faced by employees were religious, work ethic and communication barriers. Leadership and the organisational structure set by senior managers was also impacted by culture. It is evident that the Chinese organisations are dominated by Chinese employees at senior managerial levels – except for one Indian Kenyan manager – and non-managerial levels are dominated by Kenyan employees. Between these two managerial levels there is lack of trust as well as trade union interference favouring Kenyan employees. Leadership of the selected organisations aimed at recruiting candidates who have the necessary skills to contribute toward organisational effectiveness and performance. However, recruited Kenyan employees indicated that they require strategy visibility, effective communication, and structured processes in order to be effective. Despite challenges faced, Chinese and Kenyan employees both strongly agree with and support the efforts of management for providing training and development and creating an environment that accommodates personal growth. The external environment has exerted pressure on the said Chinese organisations. The Kenyan trade unions favour Kenyan employees and place huge pressure on Chinese management. In addition the trade unions bribe locals while making it difficult for Chinese organisations operating in Kenya to conduct business. Through the empirical development of organisational-level research on the case of Chinese organisations operating in Kenya, insightful management knowledge was gathered and shared to assist Chinese and Kenyan employees in their individual and organisational performance. , Thesis (MCom) -- Faculty of Commerce, Management, 2021
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Date Issued: 2021-10-29

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An analysis of employee retention : a study of selected local municipalities in the Sarah Baartman District Municipality

- Maholo, Lisa

Authors: Maholo, Lisa
Date: 2021-04
Subjects: Municipal government -- South Africa -- Eastern Cape , Employee retention -- South Africa -- Eastern Cape , Labor turnover -- South Africa -- Eastern Cape , Municipal officials and employees -- Job satisfaction , Career development -- South Africa -- Eastern Cape , Personnel management -- South Africa -- Eastern Cape , Municipal officials and employees -- Salaries, etc. -- South Africa -- Eastern Cape , Affiliation (Psychology)
Language: English
Type: thesis , text , Masters , MCom
Identifier: http://hdl.handle.net/10962/177349 , vital:42813
Description: The success of municipalities largely depends on the quality (skills, knowledge and experience) of individuals employed at those institutions. As key role players in the delivery of services, municipalities struggle to retain a high calibre of employees who essentially form the backbone of the public sector due to their skills, knowledge and experiences. There is a need for municipalities to create and foster an environment that encourages existing employees to remain employed. This study adopted an interpretivist research paradigm, given the study’s primary aim of gaining an in-depth understanding of employee retention as experienced by employees in the selected municipalities, together with the key influencing factors of employee retention. The qualitative research approach used a case study methodology within the Sarah Baartman District Municipality, with two category B3 and B4 municipalities selected for the study. The retention factors framework for existing employees by Munsamy and Bosch-Venter (2009) was used as the supporting theoretical structure. Respondents were selected through purposive sampling, and 16 in-depth semi-structured interviews were used to collect qualitative data. Through various content analysis techniques employed, this study identified seven employee retention factors (affiliation, career, work content, direct financial factors, external forces, work–life balance and indirect financial factors) with their associated themes. Affiliation, career and work content were identified as the three key factors which influence employee retention. Management style (relationship and interaction between employees and manager), organisational commitment and work environment were the main themes giving meaning to the affiliation factor. Training, personal growth and advancement emerged as themes related to the career factor. The work content factor was defined in terms of meaningfulness, challenges and autonomy themes. Direct and indirect financial factors, external forces, and work–life balance also emerged as factors that play a role in the retention of employees within a municipal context. Base salary and incentives were the associated themes underlying the direct financial factor. However, base salary has short-term effects on retention. Political climate and organisational reputation, municipal category and organisational structure were interrelated external forces. Flexible work arrangements, access to family, and childcare facilities give meaning to the work–life balance, while the only indirect financial factor to arise was benefits. Although some of the retention factors are clearly more influential than others, key employees attach most importance to a combination of employee retention factors that cater to their holistic needs and desires and generational differences. Therefore, the recommendations need to be implemented simultaneously. Having managers who engage employees in decisions-making and offer guidance and support, together with work environments where the physical and behavioural aspects are attended to, encourages employees to feel valued and appreciated. Municipalities should effectively communicate their mandate of ensuring adequate service delivery, which will allow employees to align their personal values to municipal objectives. Offering on-the-job training, access to career developmental programmes, evaluating job characteristics to include challenging and stimulating work and additional incentives as financial support will foster a conducive working environment for employees. Overall, municipalities face unique challenges depending on a variety of external elements such as political influence and climate. They operate in a challenging environment where they are also accountable to the community. Ultimately, municipalities must create and develop ways to acknowledge, develop and retain key employees in order to adequately deliver services. , Thesis (MCom) -- Faculty of Commerce, Management, 2021
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Date Issued: 2021-04

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Customer perceptions on Customer Relationship Management (CRM) and its possible influence on Revenue Management (RM) at a selected water board in South Africa

- Manyonganise, Joshua Anesu

Authors: Manyonganise, Joshua Anesu
Date: 2021-04
Subjects: Customer relations -- Management , Revenue management -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Municipal services -- South Africa -- Eastern Cape , Water-supply -- South Africa -- Eastern Cape , Amatola Water (Utility) , South Africa. National Water Act, 1998
Language: English
Type: thesis , text , Masters , MCom
Identifier: http://hdl.handle.net/10962/177214 , vital:42800
Description: The primary activity of water boards is to provide water services (bulk portable, and bulk wastewater) to other water services institutions within its respective service areas. They may perform other activities under conditions set out in the Water Services Act of 1997. Water boards’ revenues come from the municipalities they deliver services to. Not all municipalities have been paying for the services delivered to them, which led to the aim of this study being to gauge the perceptions of Water Board X and Water Board X’s customers of selected Customer Relationship Management (CRM) factors (service quality, customer involvement, customer value, information technology, and management commitment) that may possibly influence Revenue Management (RM). This could possibly assist Water Board X in the future to improve its revenue and debt collection. This thesis employed an interpretivist qualitative research methodology to explore its research aims and objectives. Open-ended semi-structured interviews were conducted with thirteen participants from Water Board X and four municipalities which Water Board X provides services. The data collected from the interviews were analysed manually through thematic analysis. The outcome of the interviews noted that an organisation that delivered high levels of service quality to its customers, could possibly improve its RM as the customers are of the opinion that their needs and requirements have been met and would be willing to pay for the services rendered. It was furthermore found that an organisation that involves its customers could possibly improve its RM as the organisation constantly communicates with its customers during, for example, the different stages of a project to ensure that the organisation does not deliver a project that does not meet the customers’ requirements at the end of the project life cycle. In addition the use of information technology played a pivotal in an organisation as the use of information technology assisted to develop effective methods in customer relationship management such as, data management, improving communication within the organisation, and with the customers, and the decision making. Furthermore, this study suggested the importance for an organisation to add value to the services that they deliver and for an organisation’s management to be committed to ensure that their customers’ expectations and requirements are met. The findings of the study suggest that CRM factors (service quality, customer involvement, customer value, information technology, and management commitment) could influence RM, and it is suggested that Water Board X adopts CRM strategies accordingly to improve its RM. Some of these strategies include adopting a coherent and sustainable revenue strategy through the use of appropriate tariff structures that are simple, equitable, affordable, financially sustainable, and transparent for all; showing commitment by prioritising water loss management and by properly auditing water supplies and water treatment revenue while increasing efficiency in supply and revenue recovery as this allowed Water Board X to better serve its customers, improve its financial standing, and allocate funding for water infrastructure upgrades and to adopt technologies that are on the market as these technologies can detect leakages, manage payments, control water flow and transmit data. , Thesis (MCom) -- Faculty of Commerce, Department of Management, 2021
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Date Issued: 2021-04

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Macro-locational determinants and motive of Chinese foreign direct investment in Cameroon

- Andangnui, Quintabella

Authors: Andangnui, Quintabella
Date: 2020
Subjects: Investments, Foreign -- Cameroon , Investments, Chinese -- Cameroon , Corporations, Foreign -- Cameroon , Industrial location -- Cameroon
Language: English
Type: text , Thesis , Masters , MCom
Identifier: http://hdl.handle.net/10962/163157 , vital:41014
Description: This research falls under the general themes of macro-locational determinants and motives of Foreign Direct Investment (FDI) and the challenges faced by FDIs. Specifically, the research focuses on macro-locational determinants of FDI and the motives of Chinese FDI in Cameroon, and the challenges faced by Chinese FDI in Cameroon. This research is motivated by China’s interest in African countries as well as the reciprocal interest in Chinese FDI by African countries, especially Cameroon. While various FDI theories and previous empirical studies indicate that macro-locational determinants of FDI constitute a country’s principal comparative advantage to attract FDI, there is still no universally acceptable set of macro-locational determinants of FDI. Furthermore, some empirical studies assert that Chinese FDI does not follow conventional FDI theories or western approaches to FDI, especially when investing in African countries. It is suggested that some widely accepted macro-locational determinants of FDI are frequently ignored by Chinese FDI. While FDI theories identify four motives for FDI (resource-, market-, efficiency-, and strategic asset-seeking) as the main motives for investing in a foreign country, the motives for Chinese FDI, especially in Africa, have been questioned by some scholars, the media and politicians, due to the significant but seemingly counterintuitive investments made by Chinese state-owned FDI in politically unstable resource-rich African countries. Furthermore, differences in the motives of Chinese privately owned and state-owned firms identified in previous empirical studies have raised concerns, particularly regarding the motives of state-owned Chinese firms in Africa which suggest a stance of neo-colonialism by Chinese state-owned FDI. The research aims to identify the significant macro-locational determinants of Chinese FDI in Cameroon, to provide clarity on the motives of Chinese FDI and to identify the challenges faced by Chinese FDI in Cameroon. To achieve the aim of this research, hypothetical relationships based on FDI theory and previous empirical research were formulated between Chinese FDI and the proposed macro-locational determinants of FDI and the four identified motives of FDI. In this research, a positivist research paradigm using quantitative methods was followed. Accordingly, the research design and methodology was underpinned by the positivist paradigm. A descriptive and analytical survey methodology was utilised, using both primary and secondary data sources. Secondary data was collected from reliable and credible databases for the period 2004 to 2018 to generate a time series to test the hypothetical relationships pertaining to the macro-locational determinants of Chinese FDI in Cameroon. To test the hypothetical relationships pertaining to the motives of Chinese FDI and to identify the challenges of Chinese FDI in Cameroon, primary data was collected by means of a questionnaire using convenience and snowball sampling techniques. The validity of the findings on the macro-locational determinants of FDI was confirmed through unit root and cointegration tests. Confirmatory Factor Analysis (CFA) and Cronbach’s alpha coefficients were used to ensure the validity and reliability of the findings on the motives of FDI. To assess the hypothetical relationships on the motives for Chinese FDI, the hypothetical relationship on the macro-locational determinants of FDI was determined using Ordinary Least Square (OLS) regression, t-tests, one-way ANOVA, descriptive statistics and logistic regression. In addition, descriptive statistics were used to analyse the data on the challenges of Chinese FDI. The findings indicated that the main macro-locational determinants of Chinese FDI in Cameroon included market size, political risk, limited trade openness, real effective exchange rate, interest rate and human capital. The findings also indicated that market-seeking constitutes the main motive of privately owned Chinese FDI in Cameroon. The findings also indicated that the top four challenges faced by Chinese FDI in Cameroon include corruption, the ambiguity of the legal system of Cameroon, the difficulty to negotiate with government and privatisation officials and high levels of taxes. The findings of this research serve as a test of theory, given that they determine whether the macro-locational determinants identified from FDI theories are also significant macro-locational determinants of Chinese FDI. Furthermore, the findings have the potential to assist in policy formulation aimed at encouraging Chinese FDI into Cameroon. The findings could also assist the Cameroonian government to allocate national resources efficiently by prioritising identified macro-locational determinants. The findings provide clarity on the motives of Chinese FDI in Cameroon and could assist the government to negotiate better deals that may enable Cameroon to benefit optimally from Chinese FDI.
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Date Issued: 2020

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The effect of company brand on the investment decisions of individual investors as mediated by behavioural finance biases in Nigeria

- Okeja, Ogechukwu Donatu

Authors: Okeja, Ogechukwu Donatu
Date: 2020
Subjects: Branding (Marketing) -- Nigeria , Business names -- Nigeria , Brand choice -- Nigeria -- Mathematical models , Consumer behavior -- Nigeria -- Mathematical models , Consumers' preferences -- Nigeria , Nigerian Stock Exchange
Language: English
Type: text , Thesis , Masters , MCom
Identifier: http://hdl.handle.net/10962/144015 , vital:38303
Description: Over the years, the financial sphere and its systematic process has transcended from one paradigm to another. Most prominent is the traditional finance paradigm dominating the financial sphere majorly throughout the 1960s and 1970s. The ideology and the foundation of the traditional finance paradigm was centred on the concept of rationality. Within the context of the current research, the traditional finance paradigm postulates that individuals in the process of making investment decisions, acquire and analyse all available information in the stock markets, upon which they make a rational investment decision. In other words, the traditional finance paradigm portrays individuals as perfectly informed, rational decision makers, capable of objectively solving complex problems –Homo economicus. However, research in the field of psychology gave rise to the questions and concerns that started to emerge in the 1980s concerning the realistic nature of the assumptions of the traditional finance paradigm. As opposed to the assumptions of traditional finance, these research show that it is impossible for investors to analyse the shares of all the listed companies in the market in order to make rational investment decisions due to the ambiguous nature of information available. In the behavioural finance paradigm individuals’ decision making are viewed to incorporate factors such as emotions, heuristics, experiences, intuition and perceptions. These factors in turn are seen to induce biases (such as availability bias and overconfidence) which leads to subjective decision making. The concept of behavioural finance is based on realistic outcomes of events in the financial sphere for example, the repeated occurrence of financial crises in an environment where all participants are assumed to be rational. The behavioural finance paradigm challenges the assumption of the traditional finance paradigm which is embedded on the concept of rationality. The purpose of the present research is to investigate whether brands of listed companies on the Nigerian Stock Exchange trigger behavioural finance biases in investment decisions of individual investors in Nigeria. More specifically, the aim of the present research was to establish relationships between the independent sub-variables of brand knowledge (brand awareness and brand image) and brand relationship (brand loyalty and brand attachment), the mediating sub-variables of behavioural finance biases (availability bias and overconfidence) and the dependent variable (investment decisions). To this end, objectives and hypotheses were formulated to guide the research. In order to achieve the stated objectives and test the formulated hypotheses, the present research adopted the positivistic paradigm and the methodological process involved quantitative methods. Data was acquired by means of an online questionnaire from members of the Independent shareholders association of Nigeria and individual investors whose contacts were provided by an independent broker (n= 182). The research instrument showed satisfactory levels of validity on all measures (between 0.40 and 0.89) and a relatively highly internal consistency for reliability with Cronbach’s alpha coefficient scores of between 0.81 and 0.93. Descriptive and inferential statistical analyses were performed. Descriptive statistics involved frequency distribution, mean and standard deviation. Inferential statistics involved Spearman’s rank correlation coefficient, Multiple linear regression analyses, T-test and ANOVA. Using Spearman’s rank correlation coefficient, results show that all variables were positively correlated. Results of the Multiple linear regression analyses performed, indicated that there are positive relationships between brand awareness and investment decisions; brand awareness and availability bias; brand loyalty and investment decisions; brand loyalty and overconfidence; overconfidence and investment decisions. Furthermore, Multiple linear regression analyses also indicated that availability bias mediates the relationship between brand awareness and investment decisions; and overconfidence mediates the relationship between brand loyalty and investment decisions. Results of the T-test indicated that there is no significant mean difference found in the responses of the different sex group (male and female) on independent, mediating and dependent variables. While ANOVA indicated that there is a significant difference found between the age category of respondents and brand loyalty; age category of respondents and investment decisions. Based on the results of the analyses performed, conclusions, contributions and recommendations were enumerated. Practical recommendations were made to the government, individual investors, companies and brand experts, professional brokers, financial analysts and economy developers.
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Date Issued: 2020

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An analysis of the availability of and access to credit from the formal financial sector and the performance of SMEs

- Asah, Francis Tangwo

Authors: Asah, Francis Tangwo
Date: 2019
Subjects: Small business -- South Africa -- Finance , Microfinance -- South Africa , South Africa -- Economic conditions -- 1991-
Language: English
Type: text , Thesis , Doctoral , PhD
Identifier: http://hdl.handle.net/10962/115138 , vital:34081
Description: As a developing nation, South Africa faces a high rate of poverty, high levels of inequality in terms of income and a high rate of unemployment. It is officially estimated that about 27.2% of the economically active population are unemployed. SMEs are expected to be an important vehicle to address the challenges of job creation, sustainable economic growth, equitable distribution of income and the overall stimulation of economic development. SMEs in South Africa constitute 99% of all businesses, contributing to employment, income inequality and poverty alleviation (Statistic South Africa, 2018). However, despite the remarkable contribution of SMEs to the economy of South Africa, the failure rate of SMEs (at 75%) is the highest of all the efficiency-driven economies sampled by the Global Entrepreneurship Monitor (GEM). The World Bank affirm that the availability of and access to credit from the formal financial sector is the primary cause of the high failure rate of SMEs. Contemporary literature advance that the future survival and performance of SMEs in South Africa is pegged onto the amount of financial capital available to address their capital needs. Thus, this study sought to analyse the availability of and access to credit from the formal financial sector and the performance of SMEs from the supply and demand-side. In order to achieve the objectives of the study, a sequential exploratory mixed method research design, located in the pragmatic research paradigm, was used in a two phased approach. The qualitative data collection and analysis in Phase 1 informed the quantitative data collection and analysis Phase 2. In Phase 1, in-depth face-to-face semi-structured interviews were conducted with 8 credit and 8 business managers representing the sampling unit of selected formal financial institutions. The qualitative data collected was analysed using the five-steps process of content analysis as illustrated by Terre Blanche et al. (2006:322-326). The main findings with regard to factors that impact on the willingness of the formal financial sector to provide credit to SMEs were collateral, annual business turnover, audited financial records, relationship with the bank, credit profile, nature of the business, economic climate, ethics, nationality, government policy, management team, valid Identity Document/permit, equity contribution, entrepreneurship education, product quality, and business intelligence. Assessing credit applications from SMEs, risk assessment, inspection of financial records, proper documentation and background checks were the different tasks performed by credit and business managers. In addition, the main challenges faced by the formal financial sector in assessing and approving credit in favour of SMEs included the following: lack of investment capital; lack of collateral; lack of proper financial records; poor managerial knowledge; poor business plan; lack of industrial knowledge; and poor legal and credit laws. Lastly, contrary to the notion that formal financial institutions are not interested in investing in SMEs, on average, 70% of SMEs that applied for credit received such credit. In Phase 2, a self-administered questionnaire was used to collect data from formal sector owner/managers of SMEs in the city of Johannesburg. Of the 702 questionnaires distributed, 300 were returned and useable. Data was analysed using the Statistical Package for the Social Sciences (version 24). A test for normality was performed using Shapiro–Wilks test. Reliability was tested using the Cronbach’s Alpha Coefficient. Exploratory factor analysis tested the validity of factors that prevent formal financial sector from granting credit to SMEs while Binary logistic regression was used to infer on the hypotheses. Spearman’s Rho correlation analysis was used to determine whether there was any significant relationship with factors that influence access to credit and SMEs performance. The main findings revealed that access to bank finance was the only challenge that showed a significant correlation with performance. In addition, the study revealed that the South African Identity Document and collateral were the most important factors considered when applying for credit from formal financial institutions. With regard to the reasons why formal financial institutions may refuse to grant credit to SMEs, it was revealed that there was no significant positive relationship between lack of business networking and access to credit from the formal financial sector to SMEs. Conversely, the study also revealed a significant positive relationship between collateral, business information, managerial competency, business intelligence, business ethics, entrepreneurship education, legal system and macro-economy and access to credit from the formal financial sector to SMEs. Thus, it was established that there is a significant positive relationship between access to credit from the formal financial sector and the performance of SMEs.
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Date Issued: 2019

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Stakeholder relationship management of a Chinese Mining Organisation in Zimbabwe

- Chodokufa, Kudakwashe

Authors: Chodokufa, Kudakwashe
Date: 2019
Subjects: Industrial management -- Zimbabwe , Mineral industries -- Zimbabwe -- Management , Investments, Chinese -- Zimbabwe
Language: English
Type: text , Thesis , Doctoral , PhD
Identifier: http://hdl.handle.net/10962/115127 , vital:34080
Description: Media reports and research has pointed out problems in the way that Chinese mining organisations in Zimbabwe are managing stakeholder relationships. The problems ranging from disgruntled communities and allegations of labour violations. Taking into account the impact that China’s FDI has had on the ailing Zimbabwean economy research into the management of stakeholder relationships becomes imperative to understand how Chinese mining organisations build and manage stakeholder relationships. A review of stakeholder theory has revealed that there is not much emphasis by researchers on how organisations manage their stakeholder relationships, but rather on the identification and analysis of stakeholders. Research that has focused on stakeholder relationships has focused on different elements found in stakeholder relationship management and not necessarily on how stakeholder relationships should be managed. On the other hand, stakeholder theory does not seem to include social licence to operate which is important in stakeholder relationship management within the mining context. The purpose of this study is to develop a multidimensional stakeholder relationship management process for the Chinese mining organisation in Zimbabwe, showing dynamic interactions between multiple stakeholder networks with complementary, competitive and/or cooperative interests, while taking into account the possibility that interests may vary according to the underlying context. Thirteen semi-structured in-depth interviews were conducted with three stakeholder groups of a Chinese mining organisation as identified from the literature, namely employees, government and the community. The critical incident technique (CIT) was adopted in developing the interview questions and facilitated the data collection process. Participants described 36 critical incidents. According to multiple stakeholders, the findings suggest that, the Chinese managers built the relationship with multiple stakeholders through friendship, negotiation, pretend not to understand, referral, singing a contract, started with problems, they just arrived and through the government. With the same relationship being managed by the Chinese managers by being hard, rough and ruthless, authoritative, Chinese way of doing things, used avoidance, lack of competency, through a third party and resolving conflict when managing stakeholder relationships. Showing that the building and managing of stakeholder relationships is socially constructed and experienced differently by stakeholders. The positive and negative relationship characteristics influenced how stakeholder relationships are managed by the selected Chinese mining organisation. In the presence of positive relationship characteristics which included, friendship,there was flexibility, power dynamics, accountability depends on situations, commitment a show of investment, do cooperate to a certain extent, trust began with an open mind, shared values: hardwork and profit, shared values: culture was associated with the Chinese managing the relationship through being kind, supportive, motivating and understanding; complaint; through a third party; controlling; Chinese way of doing things; and performance and reward management of stakeholder relationships. Whilst negative relationship characteristics which included fear, their hearts were hardened, Chinese had power, intimidaton, not accountable, lack of commitment, communication understanding, connotations and intretations, communication done through a third party; no cooperation want to cut coners; trust are they conveying what is being said; deception and misrepresentation; trust depends on experience; being told lies and not transparent were associated with negative (being authoritative; hard, rough and ruthless; avoidance; blame shifting and pushy) stakeholder relationship management by the Chinese managers. Hence, a proposition that negative or positive relationship characteristics result in negative or positive stakeholder relationship management by the Chinese managers was propossed. The following challenges were experienced in the management of stakeholder relationships namely, communication, corruption, cheating, political environment, working conditions and broken promises. The dynamic multidimensional stakeholder relationship management process was subsequently revised to accommodate the new relationship characteristics and their positive and negative influence on how stakeholder relationships are managed. The main contribution of this study is the dynamic multidimensional stakeholder relationship management process which was developed within the context of a Chinese mining organisation in Africa. It is recommended that practitioners utilise the dynamic multidimensional stakeholder relationship management process to assist them in understanding and conducting research on stakeholder relationships. Further research is suggested on developing the research proposition made in the study and to empirically test the dynamic multidimension stakeholder relationship management process in other industries that posses different or similar contexts as this study.
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Date Issued: 2019

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An exploratory study of students’ expectations and perceptions of service quality in a South African higher education institution

- Williams, Alyssa Shawntay

Authors: Williams, Alyssa Shawntay
Date: 2018
Subjects: SERVQUAL (Service quality framework) , Relationship marketing , Consumer satisfaction , Sampling (Statistics) , College students Attitudes , Universities and colleges South Africa
Language: English
Type: text , Thesis , Masters , MCom
Identifier: http://hdl.handle.net/10962/63844 , vital:28496
Description: Within the past few years, higher education institutions have come under an exorbitant amount of pressure to restructure, increase funding and grow student numbers, whilst still preserving the service quality they offer. The purpose of this study is to measure students’ expectations and perceptions in a higher education institution and establish how significant of a gap exists between what is expected and what is perceived. The instrument utilised within the present study is SERVQUAL. A convenience sampling approach was adopted, furthermore, both descriptive and inferential statistics were used to analyse the data pertaining to the objectives concerning students’ gap between expectations and perceptions and hypotheses regarding the gap between students’ differences in each faculty, respectively. The study found that there were gaps in all dimensions with the order being, from highest to lowest: Reliability – Responsiveness – Assurance – Empathy – Tangibility. In addition, the significant difference in means according to faculty was established and the only dimension with a significant difference was Empathy. These results were used to offer recommendations to management, faculties and departments of the higher education institution under study about where they are deficient, consequently, improving their services to enhance their service quality and increase their competitive advantage but without financial strain. Overall, the conclusions the present study reached was that students and higher education institutions need to have a mutual interest in their relations. This means that as much as higher education institutions need to provide high service quality to students, students need to be willing to provide feedback and interact.
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Date Issued: 2018

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Towards intercultural communication congruence in Sino-African organisational contexts

- Chigwendere, Fungai Beaula

Authors: Chigwendere, Fungai Beaula
Date: 2018
Subjects: Intercultural communication -- Africa , China -- Foreign economic relations -- Africa , Communication in organizations -- Cross-cultural studies , Corporate culture -- Cross-cultural studies , Africa -- Relations -- China , China -- Relations -- Africa
Language: English
Type: text , Thesis , Doctoral , PhD
Identifier: http://hdl.handle.net/10962/62395 , vital:28172
Description: Despite the prevalence of theories and research that could serve as guidelines for addressing intercultural communication challenges such as misunderstanding, ineffectiveness and inappropriateness in communication in Sino-African organisational contexts, the continued existence of these challenges suggests the inadequacy of such theories. Accordingly, in consideration of African and Chinese cultural perspectives, the aim of this study was to develop a hybrid intercultural communication congruence (HICC) framework in order to enhance intercultural communication and achieve intercultural communication congruence in Sino-African organisational contexts. In this study, intercultural communication congruence means effectiveness and appropriateness in intercultural communication. To achieve the study aim, an interpretive pragmatism paradigm was adopted, comprising a two-pronged approach of a synthesis of extant literature and theory as well as an empirical qualitative study, both underpinned by cross-cultural management theory. Based on the synthesis of literature and theory, a generic theoretical intercultural communication congruence framework underpinned by intercultural communication awareness - a state where communicants understand communication orientation and manner of communication in their own and their counterparts’ culture - was developed. A further contribution was a theoretical contextualisation of the generic theoretical intercultural communication congruence framework, resulting in a theoretical framework for intercultural communication awareness in Western, African and Chinese cultures and a theoretical intercultural communication congruence framework specific to Sino-African organisational contexts. Thereafter, with the aim of validating the intercultural communication awareness dimension of the theoretical intercultural communication congruence framework specific to Sino-African organisational contexts, an empirical study was conducted with a sample of seven African and eight Chinese experts using indepth interviews with open-ended and semi-structured questions. Based on qualitative content analysis, six intercultural communication awareness enablers or conditions that enable people to understand communication in different cultures and contexts for the purposes of attaining intercultural communication awareness emerged. These were cultural orientation, manner of communication, orientation to rules and protocol, individual dispositions, intercultural communication influences and intercultural communication variations. An integration of the intercultural communication awareness enablers into the generic theoretical intercultural communication congruence framework results in an updated generic theoretical intercultural communication congruence framework. Then, informed by the updated generic theoretical intercultural communication congruence framework, a further contribution of this study was an empirical verification of the intercultural communication awareness dimension of the theoretical intercultural communication congruence framework specific to Sino-African organisational contexts to result in a final hybrid intercultural communication congruence framework for Sino-African organisational contexts supported by the perspectives of those involved in interaction, rather than predetermined standards of other cultures. Empirical findings suggest that both African and Chinese colleagues maintain a sense of collectivism in the Sino- African organisational context, although this is demonstrated differently. In addition, African colleagues display a blended manner of communication characterised by a mix of Western and African ways while the Chinese manner is contextual and governed by roles and relationships. In African culture, rules and protocol are negotiated, aimed at social maintenance, while strong cultural patriotism ensures strict adherence in Chinese culture. In respect of individual dispositions, African people are seen as open and accommodating while the Chinese disposition could be described as closed and ambiguous. Also evident in the findings is the existence of within-culture differences and influence of noncultural factors on intercultural communication that should be addressed in order to achieve intercultural communication congruence. Finally, the frameworks developed and the methodological processes followed will stimulate academic debate and raise numerous questions for future research. Immediate future research could be geared towards refining the concepts of intercultural communication awareness, intercultural communication congruence and the hybrid intercultural communication congruence framework for Sino-African organisational contexts. At a management practice level, intercultural communication awareness insights provide a reference point for intercultural communication enhancement strategies and interventions in Sino-African organisational contexts.
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Date Issued: 2018

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Women’s perceptions of successful financial retirement planning

- Durrheim, Meghan

Authors: Durrheim, Meghan
Date: 2018
Subjects: Women -- Retirement -- South Africa -- Makhanda , Retirement -- Planning , Retirement income -- Planning , Women -- Finance, Personal , Retired women -- Finance, Personal , Regression analysis
Language: English
Type: text , Thesis , Masters , MCom
Identifier: http://hdl.handle.net/10962/60339 , vital:27771
Description: Financial retirement planning is an important component in ensuring that individuals accumulate sufficient wealth for retirement. Previous research suggests that many individuals are unable to accumulate sufficient wealth for retirement with the problem being particularly acute for women as they tend to spend less time planning financially for retirement when compared to men. Consequently, many women are unable to accumulate sufficient wealth for retirement. Despite the growing need to investigate women’s financial retirement planning, much research tends to focus on financial retirement planning for males. Consequently, there is a growing need to investigate women’s perceptions of successful financial retirement planning, particularly in Grahamstown. After conducting an in-depth literature study and using the study done by Doa (2014), six independent variables were identified: values, time horizon, attitudes, working life-cycle, risk tolerance and financial literacy. These independent variables were identified as factors which could potentially influence women’s perceptions of successful financial retirement planning. A set of hypothesis were formulated to test the relationship between these independent variables and the dependent variable (women’s perceptions of successful financial retirement planning). The study comprised of 101 participants. A principle component analysis was performed to determine the key variables, with the relevant independent factors being renamed: cultural values, personal values, affective attitudes, time horizon knowledge, time horizon consideration, risk tolerance, financial literacy. An ordinal logit regression analysis was then conducted on these renamed variables to determine the influence of these key independent variables on the dependent variable. After controlling for a set of demographic variables the results of the ordinal logit regression analysis revealed that only affective attitudes, time horizon knowledge, and personal values had a significant relationship with women’s perceptions of successful financial retirement planning. Cronbach’s alpha revealed that the measuring instrument of the significant extracted factors was reliable, while Pearson product moment was used to determine correlations between extracted key independent variables and the dependent variable. The investigation into women’s perceptions of successful financial retirement planning enabled insightful information to be gathered which adds to the body of knowledge. In addition, recommendations were formulated in an attempt to assist women when making financial retirement decisions.
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Date Issued: 2018

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