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
- Full Text:
- 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
- Full Text:
Macro-locational determinants and motive of Chinese foreign direct investment in Cameroon
- 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.
- Full Text:
- 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.
- Full Text:
The effect of company brand on the investment decisions of individual investors as mediated by behavioural finance biases in Nigeria
- 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.
- Full Text:
- 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.
- Full Text:
An analysis of the availability of and access to credit from the formal financial sector and the performance of SMEs
- 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.
- Full Text:
- 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.
- Full Text:
Stakeholder relationship management of a Chinese Mining Organisation in Zimbabwe
- 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.
- Full Text:
- 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.
- Full Text:
Towards intercultural communication congruence in Sino-African organisational contexts
- 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.
- Full Text:
- 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.
- Full Text:
Differentiating engagement of opportunity identification: a grounded theory study of Chinese immigrant entreprenuers
- Ndoro, Tinashe Tsungai Raphael
- Authors: Ndoro, Tinashe Tsungai Raphael
- Date: 2017
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10962/5568 , vital:20942
- Description: The aim of this study was to develop a substantive grounded theory describing how Chinese immigrant entrepreneurs who own and operate small retail businesses in the Eastern Cape province of South Africa identify opportunities in the business environment. The substantive grounded theory was developed using the prescripts of grounded theory proposed by Strauss and Corbin (1990). In this respect, a substantive grounded theory called differentiating engagement of opportunity identification was developed from a sample of 41 qualitative interviews conducted with Chinese immigrant entrepreneurs. The study found that Chinese immigrant entrepreneurs identified various opportunities (startup, sales, operational, relational) in the business environment through their dynamic interactions and relationships with different stakeholders. These stakeholders mainly included family members, local employees and customers. The Chinese immigrant entrepreneurs displayed two interactional processes in their interactions with stakeholders, namely engaging in and disengaging from interactions. These interactional processes enabled the Chinese immigrant entrepreneurs to identify opportunities and operate their small businesses in the business environment. Assumptions held about the interactions and relationships with stakeholders in the host community were central to the interactional processes displayed by the Chinese immigrant entrepreneurs. As they operated their small businesses, the Chinese immigrant entrepreneurs would engage in interactions with customers who were perceived as favourable (approachable). From these interactions with favourable (approachable) customers, the Chinese immigrant entrepreneurs were able to identify opportunities (gaining customer insight of opportunity), whereas they would disengage from interactions with customers perceived as unfavourable (unapproachable). In this respect, they would delegate their local employees (actions of delegation in business) with the responsibility of interacting with unfavourable and hostile customers. Additionally, the Chinese immigrant entrepreneurs would engage in interactions with local employees to gain insight into local indigenous products and identify opportunities in the host community. In order to identify other opportunities (operational, relational), the Chinese immigrant entrepreneurs would disengage from interactions with local employees and engage in interactions with other stakeholders such as family members. The varying differentiated interactions and relationships established by the Chinese immigrant entrepreneurs with different stakeholders created a relational context which enabled the identification of opportunities in the host environment. Thus, the findings of the present study and the substantive grounded theory developed (differentiating engagement of opportunity identification) are discussed from the perspective of social capital, social exchange theory and Chinese cultural values. Finally, the theory developed in the present study contributes to the understanding of the processes of how social capital and relationships contribute to the process of identifying opportunities and operating a small business by immigrant entrepreneurs within a host environment.
- Full Text:
- Authors: Ndoro, Tinashe Tsungai Raphael
- Date: 2017
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10962/5568 , vital:20942
- Description: The aim of this study was to develop a substantive grounded theory describing how Chinese immigrant entrepreneurs who own and operate small retail businesses in the Eastern Cape province of South Africa identify opportunities in the business environment. The substantive grounded theory was developed using the prescripts of grounded theory proposed by Strauss and Corbin (1990). In this respect, a substantive grounded theory called differentiating engagement of opportunity identification was developed from a sample of 41 qualitative interviews conducted with Chinese immigrant entrepreneurs. The study found that Chinese immigrant entrepreneurs identified various opportunities (startup, sales, operational, relational) in the business environment through their dynamic interactions and relationships with different stakeholders. These stakeholders mainly included family members, local employees and customers. The Chinese immigrant entrepreneurs displayed two interactional processes in their interactions with stakeholders, namely engaging in and disengaging from interactions. These interactional processes enabled the Chinese immigrant entrepreneurs to identify opportunities and operate their small businesses in the business environment. Assumptions held about the interactions and relationships with stakeholders in the host community were central to the interactional processes displayed by the Chinese immigrant entrepreneurs. As they operated their small businesses, the Chinese immigrant entrepreneurs would engage in interactions with customers who were perceived as favourable (approachable). From these interactions with favourable (approachable) customers, the Chinese immigrant entrepreneurs were able to identify opportunities (gaining customer insight of opportunity), whereas they would disengage from interactions with customers perceived as unfavourable (unapproachable). In this respect, they would delegate their local employees (actions of delegation in business) with the responsibility of interacting with unfavourable and hostile customers. Additionally, the Chinese immigrant entrepreneurs would engage in interactions with local employees to gain insight into local indigenous products and identify opportunities in the host community. In order to identify other opportunities (operational, relational), the Chinese immigrant entrepreneurs would disengage from interactions with local employees and engage in interactions with other stakeholders such as family members. The varying differentiated interactions and relationships established by the Chinese immigrant entrepreneurs with different stakeholders created a relational context which enabled the identification of opportunities in the host environment. Thus, the findings of the present study and the substantive grounded theory developed (differentiating engagement of opportunity identification) are discussed from the perspective of social capital, social exchange theory and Chinese cultural values. Finally, the theory developed in the present study contributes to the understanding of the processes of how social capital and relationships contribute to the process of identifying opportunities and operating a small business by immigrant entrepreneurs within a host environment.
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The relationship between leaders’ emotional intelligence and followers’ motivational behaviour and organisational commitment
- Authors: Chipumuro, Juliet
- Date: 2016
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10962/484 , vital:19963
- Description: Over the past few years, emotional intelligence (EI) has generated significant interest and a wealth of research as a possible area of insight into what determines outstanding performance in the workplace (Ashworth, 2013:8; Pillay, Viviers and Mayer, 2013:1). The internal environment of organisations in the labour-intense hospitality industry is complex and dynamic. Given the unpredictability of change, the researcher found the hospitality industry to be an intriguing milieu within which to ascertain the importance of EI in predicting leaders’ effectiveness as a measure of outstanding performance. As employees are the internal customers of any hotel organisation, representing many hotel organisations’ only true competitive advantage, the purpose of this quantitative investigation was to examine the relationship between leaders’ EI and followers’ motivational behaviour and organisational commitment. Despite the intuitive plausibility of the assumption that leaders who exhibit EI competencies contribute to outstanding performance, the issue of followers’ motivational behaviour and organisational commitment as leadership indices has received little empirical attention. This study sets out to integrate prior findings on EI, motivation and organisational commitment, to support these findings in literature, and to incorporate these findings into a comprehensive conceptual framework. Using critical realists’ post-positivistic philosophical assumptions, the researcher used the Emotional and Social Competencies Inventory (ESCI) to assess leaders’ EI. Furthermore, the Motivational Sources Inventory (MSI) was used to assess followers’ motivational behaviour, while Organisational Commitment Scales (OCS) were used to assess followers’ organisational commitment. The survey respondents consisted of 120 leaders and 435 followers from 13 hotels in four prominent hotel groups in South Africa. The quantitative data collected from the surveys was analysed quantitatively using SPSS to reach substantial results with inferences. The analysis of variance revealed an overall positive relationship between demographic variables and Leaders EI, followers’ motivational behaviour and followers’ organisational commitment. The correlational analysis revealed positive relationships between leaders’ EI and followers’ motivational behaviour and organisational commitment (R= 0.05-, p<0.01) except for instrumental motivation. The correlation between leaders’ emotional self-awareness and followers’ intrinsic process motivation was somewhat weak while the relationship between leaders’ emotional self-awareness and instrumental motivation was found to be sufficient, but statistically not significant. The researcher can conclude that generally the results of this study reveal that organisational leaders can positively influence the motivational behaviour and organisational commitment of their followers by enhancing their own EI competencies. The results add to the leadership literature by illuminating possible antecedents to leadership effectiveness. It is believed that this research will help the hospitality industry at large in clarifying the importance of EI competencies in leadership as a means of obtaining positive motivation behaviour and commitment from followers. Furthermore, the findings have both managerial and research implications for hospitality operations strategy formulation in order to gain competitive advantage and improve the financial position of the businesses.
- Full Text:
- Authors: Chipumuro, Juliet
- Date: 2016
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10962/484 , vital:19963
- Description: Over the past few years, emotional intelligence (EI) has generated significant interest and a wealth of research as a possible area of insight into what determines outstanding performance in the workplace (Ashworth, 2013:8; Pillay, Viviers and Mayer, 2013:1). The internal environment of organisations in the labour-intense hospitality industry is complex and dynamic. Given the unpredictability of change, the researcher found the hospitality industry to be an intriguing milieu within which to ascertain the importance of EI in predicting leaders’ effectiveness as a measure of outstanding performance. As employees are the internal customers of any hotel organisation, representing many hotel organisations’ only true competitive advantage, the purpose of this quantitative investigation was to examine the relationship between leaders’ EI and followers’ motivational behaviour and organisational commitment. Despite the intuitive plausibility of the assumption that leaders who exhibit EI competencies contribute to outstanding performance, the issue of followers’ motivational behaviour and organisational commitment as leadership indices has received little empirical attention. This study sets out to integrate prior findings on EI, motivation and organisational commitment, to support these findings in literature, and to incorporate these findings into a comprehensive conceptual framework. Using critical realists’ post-positivistic philosophical assumptions, the researcher used the Emotional and Social Competencies Inventory (ESCI) to assess leaders’ EI. Furthermore, the Motivational Sources Inventory (MSI) was used to assess followers’ motivational behaviour, while Organisational Commitment Scales (OCS) were used to assess followers’ organisational commitment. The survey respondents consisted of 120 leaders and 435 followers from 13 hotels in four prominent hotel groups in South Africa. The quantitative data collected from the surveys was analysed quantitatively using SPSS to reach substantial results with inferences. The analysis of variance revealed an overall positive relationship between demographic variables and Leaders EI, followers’ motivational behaviour and followers’ organisational commitment. The correlational analysis revealed positive relationships between leaders’ EI and followers’ motivational behaviour and organisational commitment (R= 0.05-, p<0.01) except for instrumental motivation. The correlation between leaders’ emotional self-awareness and followers’ intrinsic process motivation was somewhat weak while the relationship between leaders’ emotional self-awareness and instrumental motivation was found to be sufficient, but statistically not significant. The researcher can conclude that generally the results of this study reveal that organisational leaders can positively influence the motivational behaviour and organisational commitment of their followers by enhancing their own EI competencies. The results add to the leadership literature by illuminating possible antecedents to leadership effectiveness. It is believed that this research will help the hospitality industry at large in clarifying the importance of EI competencies in leadership as a means of obtaining positive motivation behaviour and commitment from followers. Furthermore, the findings have both managerial and research implications for hospitality operations strategy formulation in order to gain competitive advantage and improve the financial position of the businesses.
- Full Text:
Water supply development decision-making in South Africa
- Authors: Preston, Ian Robert
- Date: 2016
- Subjects: Water security -- South Africa , Water resources development -- South Africa -- Cost effectiveness , Water consumption -- Economic aspects -- South Africa , Water-supply -- South Africa -- Management , Water-supply -- South Africa -- Decision making
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1210 , http://hdl.handle.net/10962/d1020848
- Description: Balancing water demand and supply in South Africa involves high levels of uncertainty. The Department of Water and Sanitation (DWS) is responsible for making decisions to either increase water supply or decrease water demand so as to ensure that sufficient water is available, when and where it is needed. However, no retrospective analyses of such decisions have been found. One way to assess such decisions is to evaluate the associated costs and benefits thereof. Therefore the primary aim of this study is to evaluate the costs and benefits of selected water supply options, and of the decision-making associated with those options. In order to achieve this purpose, four case studies were analysed within a mixed-methods research paradigm, which used both quantitative and qualitative methods, including unit reference value (URV) analysis, inter- and intra-case analysis and content analysis to examine the success of the decisions made. The four case studies were conducted on the Inyaka, Nandoni, Berg and De Hoop dams and their catchments. Firstly, estimated and actual project costs were compared using unit reference analysis and inter-case analyses. Secondly, the reduction of mean annual runoff (MAR) caused by invasive alien plants (IAPs) and the cost of clearing them in the dam catchments were evaluated using inter-case analyses. Information thus gathered was used together with data from DWS documentation and the results of interviews with ten key specialists, to analyse the decision-making process that led to the decision to build De Hoop Dam (the most recent case study). The rational decision-making model (RDMM) was used as a framework within which to analyse and evaluate this decision-making process. This study has also demonstrated how the RDMM can be used to assess decision-making associated with water supply development. The results of this study show that there is considerable variation of estimated costs (at the time that the decision to build the dam was taken) in relation to the actual costs of building the dams and that Ministers were not put in a position to understand the full long-term costs or the opportunity costs of the proposed dams. Furthermore, the most recent IAP data (2008) shows that the impact on water security by IAPs could not offset the water security resulting from building each of the four dams. However, if IAP management is not continued in these catchments, the projected reduction of MAR by IAPs will compromise water security within 45 years. Given the almost exponential spread and densification of IAPs, together with their long-term impact on MAR and increased costs of controlling them, it is clear that IAP management should have been factored into water supply decision-making from the outset. In the analysis of the decision to build the De Hoop Dam, the results show that while the decision-making process that culminated in the decision to build the dam did not follow the steps of the RDMM, DWS appears to have followed a somewhat similar approach. It was found that while there was a need for the provision of additional water in the Olifants catchment, this need was overstated and the resulting overestimation caused the scale and size of the dam to be larger than it could and probably should have been. Additionally, it appears that DWS‘s decision to build the De Hoop Dam themselves, rather than having it built by the private sector, may have been less than optimal. It is recommended that, in future decision-making, DWS needs to incorporate multiple alternative options into the same solution, and to ensure that decision-makers are put into a position to make informed decisions, including adequate consideration of externalities. Furthermore, DWS needs to employ decision-making models such as the RDMM to facilitate retrospective analyses to improve their institutional knowledge. Keywords: water resources management, dams, invasive alien plants, decision-making, unit reference values, rational decision-making model.
- Full Text:
- Authors: Preston, Ian Robert
- Date: 2016
- Subjects: Water security -- South Africa , Water resources development -- South Africa -- Cost effectiveness , Water consumption -- Economic aspects -- South Africa , Water-supply -- South Africa -- Management , Water-supply -- South Africa -- Decision making
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1210 , http://hdl.handle.net/10962/d1020848
- Description: Balancing water demand and supply in South Africa involves high levels of uncertainty. The Department of Water and Sanitation (DWS) is responsible for making decisions to either increase water supply or decrease water demand so as to ensure that sufficient water is available, when and where it is needed. However, no retrospective analyses of such decisions have been found. One way to assess such decisions is to evaluate the associated costs and benefits thereof. Therefore the primary aim of this study is to evaluate the costs and benefits of selected water supply options, and of the decision-making associated with those options. In order to achieve this purpose, four case studies were analysed within a mixed-methods research paradigm, which used both quantitative and qualitative methods, including unit reference value (URV) analysis, inter- and intra-case analysis and content analysis to examine the success of the decisions made. The four case studies were conducted on the Inyaka, Nandoni, Berg and De Hoop dams and their catchments. Firstly, estimated and actual project costs were compared using unit reference analysis and inter-case analyses. Secondly, the reduction of mean annual runoff (MAR) caused by invasive alien plants (IAPs) and the cost of clearing them in the dam catchments were evaluated using inter-case analyses. Information thus gathered was used together with data from DWS documentation and the results of interviews with ten key specialists, to analyse the decision-making process that led to the decision to build De Hoop Dam (the most recent case study). The rational decision-making model (RDMM) was used as a framework within which to analyse and evaluate this decision-making process. This study has also demonstrated how the RDMM can be used to assess decision-making associated with water supply development. The results of this study show that there is considerable variation of estimated costs (at the time that the decision to build the dam was taken) in relation to the actual costs of building the dams and that Ministers were not put in a position to understand the full long-term costs or the opportunity costs of the proposed dams. Furthermore, the most recent IAP data (2008) shows that the impact on water security by IAPs could not offset the water security resulting from building each of the four dams. However, if IAP management is not continued in these catchments, the projected reduction of MAR by IAPs will compromise water security within 45 years. Given the almost exponential spread and densification of IAPs, together with their long-term impact on MAR and increased costs of controlling them, it is clear that IAP management should have been factored into water supply decision-making from the outset. In the analysis of the decision to build the De Hoop Dam, the results show that while the decision-making process that culminated in the decision to build the dam did not follow the steps of the RDMM, DWS appears to have followed a somewhat similar approach. It was found that while there was a need for the provision of additional water in the Olifants catchment, this need was overstated and the resulting overestimation caused the scale and size of the dam to be larger than it could and probably should have been. Additionally, it appears that DWS‘s decision to build the De Hoop Dam themselves, rather than having it built by the private sector, may have been less than optimal. It is recommended that, in future decision-making, DWS needs to incorporate multiple alternative options into the same solution, and to ensure that decision-makers are put into a position to make informed decisions, including adequate consideration of externalities. Furthermore, DWS needs to employ decision-making models such as the RDMM to facilitate retrospective analyses to improve their institutional knowledge. Keywords: water resources management, dams, invasive alien plants, decision-making, unit reference values, rational decision-making model.
- Full Text:
The relationship between leadership and organisational effectiveness among indigenous banks in Kenya
- Authors: Muriithi, Samuel Muiruri
- Date: 2015
- Subjects: Leadership -- Kenya , Organizational effectiveness -- Kenya , Transformational leadership -- Kenya , Strategic planning -- Kenya , Community banks -- Kenya , Structural equation modeling , Emotional intelligence
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:1208 , http://hdl.handle.net/10962/d1020015
- Description: Defining leadership effectiveness (LE) remains a controversial subject with scholars and researchers disagreeing on a common definition. Most studies term leadership effectiveness as the leaders’ ability to successfully exercise personal influence and abilities in order to accomplish set standards. Such leadership effectiveness was measured using three elements, namely influence, follow commitment and versatility. To be effective, leaders must possess certain competencies and perform specific tasks (independent variables). In this study, three leadership competencies, namely strategic thinking, emotional effectiveness and transformational leadership were examined. Similarly, seven leadership tasks (set organisational direction, develop human capital, build core competencies, create organisational alignment, sustain appropriate organisational culture, manage change and establish balanced organisational control) were identified as essential for the attainment of leadership effectiveness (intervening variable) which, in turn, leads to organisational effectiveness (dependent variable). Given the importance of leadership effectiveness to organisational effectiveness, the purpose of this study was to identify, investigate and empirically test the possible relationship between leadership effectiveness and organisational effectiveness within the Kenyan indigenous banks. To achieve the aim of the study, a survey was undertaken using a structured self-administered questionnaire. The respondents were identified using both probability and non-probability techniques with the survey yielding 257 usable questionnaires that were statistically analysed. The proposed hypothetical relationship between leadership effectiveness and organisational effectiveness was assessed using Structural Equation Modelling (SEM), a multivariate statistical technique. The SEM included Cronbach’s alpha and confirmatory factor analyses to assess the dicriminant reliability and validity of the measuring instrument, and Goodness-of-fit indices. The study findings demonstrated the existence of a strong relationship between leadership competencies, tasks performed and leadership effectiveness which in turn impacts on organisational effectiveness, in this case the overall effectiveness of the Kenyan indigenous banks.
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The relationship between leadership and organisational effectiveness among indigenous banks in Kenya
- Authors: Muriithi, Samuel Muiruri
- Date: 2015
- Subjects: Leadership -- Kenya , Organizational effectiveness -- Kenya , Transformational leadership -- Kenya , Strategic planning -- Kenya , Community banks -- Kenya , Structural equation modeling , Emotional intelligence
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:1208 , http://hdl.handle.net/10962/d1020015
- Description: Defining leadership effectiveness (LE) remains a controversial subject with scholars and researchers disagreeing on a common definition. Most studies term leadership effectiveness as the leaders’ ability to successfully exercise personal influence and abilities in order to accomplish set standards. Such leadership effectiveness was measured using three elements, namely influence, follow commitment and versatility. To be effective, leaders must possess certain competencies and perform specific tasks (independent variables). In this study, three leadership competencies, namely strategic thinking, emotional effectiveness and transformational leadership were examined. Similarly, seven leadership tasks (set organisational direction, develop human capital, build core competencies, create organisational alignment, sustain appropriate organisational culture, manage change and establish balanced organisational control) were identified as essential for the attainment of leadership effectiveness (intervening variable) which, in turn, leads to organisational effectiveness (dependent variable). Given the importance of leadership effectiveness to organisational effectiveness, the purpose of this study was to identify, investigate and empirically test the possible relationship between leadership effectiveness and organisational effectiveness within the Kenyan indigenous banks. To achieve the aim of the study, a survey was undertaken using a structured self-administered questionnaire. The respondents were identified using both probability and non-probability techniques with the survey yielding 257 usable questionnaires that were statistically analysed. The proposed hypothetical relationship between leadership effectiveness and organisational effectiveness was assessed using Structural Equation Modelling (SEM), a multivariate statistical technique. The SEM included Cronbach’s alpha and confirmatory factor analyses to assess the dicriminant reliability and validity of the measuring instrument, and Goodness-of-fit indices. The study findings demonstrated the existence of a strong relationship between leadership competencies, tasks performed and leadership effectiveness which in turn impacts on organisational effectiveness, in this case the overall effectiveness of the Kenyan indigenous banks.
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Perceptions of organisational commitment within a selected Chinese organisation in South Africa: a case study approach
- Authors: Paterson, Steven James
- Date: 2014
- Subjects: Organizational commitment -- South Africa , Personnel management -- South Africa , Employee motivation -- South Africa , International business enterprises -- South Africa , China -- Foreign economic relations -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1201 , http://hdl.handle.net/10962/d1013094
- Description: Chinese organisations are benefiting from increasing support from the Chinese government to enter into Africa. It is believed that over 2 000 Chinese organisations are operational in Africa, contributing greatly to employment within the continent. Despite the importance of Chinese organisations and their operations in Africa, very little research has been done on individual and organisational issues in Chinese organisations operating in Africa, and more specifically the local employees' organisational commitment to such organisations. The organisational commitment of South African employees within Chinese organisations in South Africa is important as it promotes the success of Chinese business, which may promote further investment into the country, as well as the use of local human resources. The primary aim of this research was therefore to conduct a literature and empirical study into the levels of and factors influencing the organisational commitment of South African employees in a selected Chinese organisation in South Africa. For the purposes of this study, a single case study approach, located within the phenomenological research paradigm, was used. A large multinational Chinese organisation with operations in South Africa agreed to participate in this study. The research made use of a descriptive case study design. To give effect to the primary aim of the study, three research objectives were identified. Firstly, to identify and describe key factors influencing local employee commitment. Secondly, to identify and describe current commitment levels amongst local employees, and lastly, to propose recommendations to improve local employee commitment and its implications for the appropriate management of human resources within the Chinese organisation. Data were collected by means of in-depth, semi-structured interviews with 20 participating employees at four organisational branches across South Africa. Moreover, although the interview transcripts were the primary source of data, the collection process was enriched with the use of organisational and participant observations. The findings of this research revealed ten factors which are perceived to influence the commitment of South African employees within the organisation, namely: Open communication, Leadership, Supervisory support, Opportunities for training and development, Compensation, Job security, Promotional opportunities, Shared values, Recognition and Trust. Certain issues were raised by the participants during the in-depth interviews, most notably the limited opportunities for training, development and promotion, as well as issues regarding the perceived limited compensation received from the organisation. Despite these issues, the general findings relating to the levels of commitment in the organisation were positive for the organisation under study, with the majority of the participants being perceived to demonstrate high levels of affective, normative and continuance commitment.
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- Authors: Paterson, Steven James
- Date: 2014
- Subjects: Organizational commitment -- South Africa , Personnel management -- South Africa , Employee motivation -- South Africa , International business enterprises -- South Africa , China -- Foreign economic relations -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1201 , http://hdl.handle.net/10962/d1013094
- Description: Chinese organisations are benefiting from increasing support from the Chinese government to enter into Africa. It is believed that over 2 000 Chinese organisations are operational in Africa, contributing greatly to employment within the continent. Despite the importance of Chinese organisations and their operations in Africa, very little research has been done on individual and organisational issues in Chinese organisations operating in Africa, and more specifically the local employees' organisational commitment to such organisations. The organisational commitment of South African employees within Chinese organisations in South Africa is important as it promotes the success of Chinese business, which may promote further investment into the country, as well as the use of local human resources. The primary aim of this research was therefore to conduct a literature and empirical study into the levels of and factors influencing the organisational commitment of South African employees in a selected Chinese organisation in South Africa. For the purposes of this study, a single case study approach, located within the phenomenological research paradigm, was used. A large multinational Chinese organisation with operations in South Africa agreed to participate in this study. The research made use of a descriptive case study design. To give effect to the primary aim of the study, three research objectives were identified. Firstly, to identify and describe key factors influencing local employee commitment. Secondly, to identify and describe current commitment levels amongst local employees, and lastly, to propose recommendations to improve local employee commitment and its implications for the appropriate management of human resources within the Chinese organisation. Data were collected by means of in-depth, semi-structured interviews with 20 participating employees at four organisational branches across South Africa. Moreover, although the interview transcripts were the primary source of data, the collection process was enriched with the use of organisational and participant observations. The findings of this research revealed ten factors which are perceived to influence the commitment of South African employees within the organisation, namely: Open communication, Leadership, Supervisory support, Opportunities for training and development, Compensation, Job security, Promotional opportunities, Shared values, Recognition and Trust. Certain issues were raised by the participants during the in-depth interviews, most notably the limited opportunities for training, development and promotion, as well as issues regarding the perceived limited compensation received from the organisation. Despite these issues, the general findings relating to the levels of commitment in the organisation were positive for the organisation under study, with the majority of the participants being perceived to demonstrate high levels of affective, normative and continuance commitment.
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The relationship between service quality, customer satisfaction and customer loyalty in the retail supermarket industry
- Authors: Ndhlovu, Thinkwell
- Date: 2014
- Subjects: Consumer satisfaction , Customer loyalty , Customer services -- Rating of , Customer services -- Quality control , Relationship marketing , Supermarkets -- South Africa -- Grahamstown
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1202 , http://hdl.handle.net/10962/d1013221
- Description: The increasingly competitive business environment has influenced contemporary organisations to build mutual beneficial relationships with their customers indicating a paradigm shift from transactional marketing. In order to compete in this intense competitive environment, organisations are creating competitive advantage over their rivals through service quality that will influence customer satisfaction which subsequently leads to customer loyalty. Service quality has been found to be the key strategy of success and survival for most organisations like retail supermarkets who want to win the loyalty of their customers because of its positive effect on customer satisfaction. The purpose of this research was to determine the relationship between service quality, customer satisfaction and customer loyalty in the retail supermarket industry. An empirical study was conducted in Grahamstown between two main supermarkets through a survey that determined customers’ perceptions on service quality, customer satisfaction and customer loyalty respectively. The empirical findings of this research study revealed that moderate to strong positive linear relationships exists between the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) and customer satisfaction at the 5% level of significance. Furthermore, this study showed that dimensions of service quality (namely physical aspects, reliability, personal interaction and problem solving) have weak negative linear relationships with price sensitivity dimension of customer loyalty. The study further showed that the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) have weak to moderate positive linear relationships with the purchase intentions dimension of customer loyalty. In addition, all the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) showed moderate positive linear relationships with word of mouth communication dimension of customer loyalty. A weak negative linear relationship between price sensitivity dimension of customer loyalty and customer satisfaction was revealed in this study. Purchase intentions dimension of customer loyalty was also found to have a moderate positive linear relationship with customer satisfaction. In addition, word of mouth communication dimension of customer loyalty showed a strong positive linear relationship with customer satisfaction. There is sufficient evidence that the customers of the two supermarkets in this study have different perceptions on problem solving dimension of service quality. This study further provides sufficient evidence of the significant difference between gender on the levels of customer satisfaction. In addition, this study showed that customers of various levels of education and occupations differ in price sensitivity dimension of customer loyalty. The average scores for word of mouth communication, purchase intentions and price sensitivity dimensions of customer loyalty were found to be significantly different between the two supermarkets investigated in this study. Therefore, for supermarkets to compete effectively in the intense retail supermarket industry in South Africa they have to manage their service quality dimensions so as to influence customer satisfaction and customer loyalty respectively.
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- Authors: Ndhlovu, Thinkwell
- Date: 2014
- Subjects: Consumer satisfaction , Customer loyalty , Customer services -- Rating of , Customer services -- Quality control , Relationship marketing , Supermarkets -- South Africa -- Grahamstown
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1202 , http://hdl.handle.net/10962/d1013221
- Description: The increasingly competitive business environment has influenced contemporary organisations to build mutual beneficial relationships with their customers indicating a paradigm shift from transactional marketing. In order to compete in this intense competitive environment, organisations are creating competitive advantage over their rivals through service quality that will influence customer satisfaction which subsequently leads to customer loyalty. Service quality has been found to be the key strategy of success and survival for most organisations like retail supermarkets who want to win the loyalty of their customers because of its positive effect on customer satisfaction. The purpose of this research was to determine the relationship between service quality, customer satisfaction and customer loyalty in the retail supermarket industry. An empirical study was conducted in Grahamstown between two main supermarkets through a survey that determined customers’ perceptions on service quality, customer satisfaction and customer loyalty respectively. The empirical findings of this research study revealed that moderate to strong positive linear relationships exists between the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) and customer satisfaction at the 5% level of significance. Furthermore, this study showed that dimensions of service quality (namely physical aspects, reliability, personal interaction and problem solving) have weak negative linear relationships with price sensitivity dimension of customer loyalty. The study further showed that the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) have weak to moderate positive linear relationships with the purchase intentions dimension of customer loyalty. In addition, all the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) showed moderate positive linear relationships with word of mouth communication dimension of customer loyalty. A weak negative linear relationship between price sensitivity dimension of customer loyalty and customer satisfaction was revealed in this study. Purchase intentions dimension of customer loyalty was also found to have a moderate positive linear relationship with customer satisfaction. In addition, word of mouth communication dimension of customer loyalty showed a strong positive linear relationship with customer satisfaction. There is sufficient evidence that the customers of the two supermarkets in this study have different perceptions on problem solving dimension of service quality. This study further provides sufficient evidence of the significant difference between gender on the levels of customer satisfaction. In addition, this study showed that customers of various levels of education and occupations differ in price sensitivity dimension of customer loyalty. The average scores for word of mouth communication, purchase intentions and price sensitivity dimensions of customer loyalty were found to be significantly different between the two supermarkets investigated in this study. Therefore, for supermarkets to compete effectively in the intense retail supermarket industry in South Africa they have to manage their service quality dimensions so as to influence customer satisfaction and customer loyalty respectively.
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Towards the feasibility of a landowner enterprise in the western Baviaanskloof : an external stakeholder analysis
- Authors: Wiles, Kira Leigh Deborah
- Date: 2014
- Subjects: Landowners -- South Africa -- Eastern Cape , Natural resources -- Co-management -- South Africa -- Eastern Cape , Land use -- Environmental aspects -- South Africa -- Eastern Cape , Land use -- Economic aspects -- South Africa -- Eastern Cape , Partnership -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1198 , http://hdl.handle.net/10962/d1012075 , Landowners -- South Africa -- Eastern Cape , Natural resources -- Co-management -- South Africa -- Eastern Cape , Land use -- Environmental aspects -- South Africa -- Eastern Cape , Land use -- Economic aspects -- South Africa -- Eastern Cape , Partnership -- South Africa -- Eastern Cape
- Description: In May 2012, a meeting was held between various stakeholder representatives of the Western Baviaanskloof to discuss the concept of a proposed landowner-enterprise. This concept was put forward in response to a need for collaboration in the midst of economic, environmental and social issues at play in the Baviaanskloof. Owing to the conservation value and rapidly decreasing economic output of the land, a radical shift to sustainable land-use practices was called for by various stakeholders. Suggested as a vehicle to generate income for the local landowners through alternative sustainable land-uses, the proposed enterprise may aid in addressing this shift by use of a bottom-up approach. During the stakeholder meeting, it was requested by the representative landowners that a feasibility assessment be conducted on the concept of the proposed enterprise prior to establishment. As an integral part of this assessment, the researcher took on the task of investigating stakeholder reception to the enterprise by means of a stakeholder analysis. It was decided to limit this to three markets: water, carbon and tourism. The purpose of this research study is twofold, namely to: investigate stakeholder influence and their reception of the proposed enterprise using a stakeholder analysis; and also to identify and advise on the opportunities and constraints relating to stakeholders, thus contributing to determining the feasibility of the proposed enterprise. In achieving the purpose of this study, a systematic stakeholder analysis framework was constructed, based on existing theory. This was necessary because, although stakeholder analysis is commonly practiced, no study was found to provide a theoretically based framework for the purpose of feasibility in the initial stages of enterprise establishment. Thus the contribution of the study is also twofold, namely the practical outcome of determining stakeholder reception for feasibility, and a secondary outcome of constructing a stakeholder analysis framework. The stakeholder analysis framework is based on an interpretation of existing stakeholder theory, with the addition of four "relational indicators" – goals, intentions, relationships, and resources. These four indicators provide a link between theory and practice in gauging the two attributes of stakeholder influence – power and interest. Dealing with a number of stakeholder interests in a unique context, the study takes on a single network case study approach in the paradigm of phenomenology. To suit the complex nature of the study, semi-structured interviews with various stakeholder representatives were conducted, using groups or organisations as units of analysis. Drawing from the stakeholder analysis framework and overall purpose of the study, four research objectives were set. The first was to identify the proposed enterprise's legitimate key external stakeholders, based on the three markets: water, carbon and tourism; the second to describe, categorise and assess relative dyadic influence of the above stakeholders by gauging their power and interest; the third, to determine the stakeholder network influence and probable reception of the proposed enterprise; and the last to advise the landowners on any identified opportunities or constraints stakeholders might pose, and thus to contribute to determining feasibility. In addressing the first objective, 21 stakeholders were identified, 12 of whom were found to be key to the current investigation. These key stakeholders were: Gamtoos Irrigation Board (GIB), LivingLands, R3G, Rhodes Restoration Group, Eastern Cape Parks and Tourism Agency (ECPTA), Department of Water Affairs (DWA), Nelson Mandela Bay Metropolitan (NMBM), Saaimanshoek, South African National Biodiversity Institute (SANBI), Department of Economic Development, Environmental Affairs and Tourism (DEDEAT), Baviaans Tourism, and Baviaans Municipality. In applying the stakeholder analysis framework, ECPTA was categorised as the definitive (most influential) stakeholder to the enterprise, and DEDEAT, SANBI (through Working for Wetlands), Baviaans Tourism, GIB, and NMBM were categorised as pivotal (influential and active). In discerning stakeholder interest in the proposed enterprise, a number of emerging themes were found to affect the projected interest and behaviour of stakeholders, apart from their specified goals. Emerging themes included: tunnel visioning, internal disparity, individual/personality clashes, and misaligned interests. In addition to this, in interpreting stakeholder interest, specific intentions or agendas that might affect the interest shown towards the proposed enterprise were also taken into account. Five predominant intentions of stakeholders were identified as: implementing a stewardship programme, establishing a tourism association, establishing a water users' association, social development, and "the big vision". Findings on the final objective revealed a number of perceived opportunities and constraints relative to the feasibility of the enterprise. Three prime opportunities were identified as: partnerships with definitive and pivotal stakeholders, the possibility of tendering for implementer of the "Working for" programmes, and taking on the role of Tourism Association. The following potential constraints were also emphasised by participants: social aspects such as individuals and personalities, the incompatibility or non-existence of local market structures, and the need for external funding. With regard to stakeholder reception, most of the stakeholders, with the exception of NMBM and Saaimanshoek, responded positively to the idea of the enterprise. Overall, based on participant perceptions, the tourism market was found to be the most feasible the carbon market uncertain and a long-term possibility, and the water market the least feasible.
- Full Text:
- Authors: Wiles, Kira Leigh Deborah
- Date: 2014
- Subjects: Landowners -- South Africa -- Eastern Cape , Natural resources -- Co-management -- South Africa -- Eastern Cape , Land use -- Environmental aspects -- South Africa -- Eastern Cape , Land use -- Economic aspects -- South Africa -- Eastern Cape , Partnership -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1198 , http://hdl.handle.net/10962/d1012075 , Landowners -- South Africa -- Eastern Cape , Natural resources -- Co-management -- South Africa -- Eastern Cape , Land use -- Environmental aspects -- South Africa -- Eastern Cape , Land use -- Economic aspects -- South Africa -- Eastern Cape , Partnership -- South Africa -- Eastern Cape
- Description: In May 2012, a meeting was held between various stakeholder representatives of the Western Baviaanskloof to discuss the concept of a proposed landowner-enterprise. This concept was put forward in response to a need for collaboration in the midst of economic, environmental and social issues at play in the Baviaanskloof. Owing to the conservation value and rapidly decreasing economic output of the land, a radical shift to sustainable land-use practices was called for by various stakeholders. Suggested as a vehicle to generate income for the local landowners through alternative sustainable land-uses, the proposed enterprise may aid in addressing this shift by use of a bottom-up approach. During the stakeholder meeting, it was requested by the representative landowners that a feasibility assessment be conducted on the concept of the proposed enterprise prior to establishment. As an integral part of this assessment, the researcher took on the task of investigating stakeholder reception to the enterprise by means of a stakeholder analysis. It was decided to limit this to three markets: water, carbon and tourism. The purpose of this research study is twofold, namely to: investigate stakeholder influence and their reception of the proposed enterprise using a stakeholder analysis; and also to identify and advise on the opportunities and constraints relating to stakeholders, thus contributing to determining the feasibility of the proposed enterprise. In achieving the purpose of this study, a systematic stakeholder analysis framework was constructed, based on existing theory. This was necessary because, although stakeholder analysis is commonly practiced, no study was found to provide a theoretically based framework for the purpose of feasibility in the initial stages of enterprise establishment. Thus the contribution of the study is also twofold, namely the practical outcome of determining stakeholder reception for feasibility, and a secondary outcome of constructing a stakeholder analysis framework. The stakeholder analysis framework is based on an interpretation of existing stakeholder theory, with the addition of four "relational indicators" – goals, intentions, relationships, and resources. These four indicators provide a link between theory and practice in gauging the two attributes of stakeholder influence – power and interest. Dealing with a number of stakeholder interests in a unique context, the study takes on a single network case study approach in the paradigm of phenomenology. To suit the complex nature of the study, semi-structured interviews with various stakeholder representatives were conducted, using groups or organisations as units of analysis. Drawing from the stakeholder analysis framework and overall purpose of the study, four research objectives were set. The first was to identify the proposed enterprise's legitimate key external stakeholders, based on the three markets: water, carbon and tourism; the second to describe, categorise and assess relative dyadic influence of the above stakeholders by gauging their power and interest; the third, to determine the stakeholder network influence and probable reception of the proposed enterprise; and the last to advise the landowners on any identified opportunities or constraints stakeholders might pose, and thus to contribute to determining feasibility. In addressing the first objective, 21 stakeholders were identified, 12 of whom were found to be key to the current investigation. These key stakeholders were: Gamtoos Irrigation Board (GIB), LivingLands, R3G, Rhodes Restoration Group, Eastern Cape Parks and Tourism Agency (ECPTA), Department of Water Affairs (DWA), Nelson Mandela Bay Metropolitan (NMBM), Saaimanshoek, South African National Biodiversity Institute (SANBI), Department of Economic Development, Environmental Affairs and Tourism (DEDEAT), Baviaans Tourism, and Baviaans Municipality. In applying the stakeholder analysis framework, ECPTA was categorised as the definitive (most influential) stakeholder to the enterprise, and DEDEAT, SANBI (through Working for Wetlands), Baviaans Tourism, GIB, and NMBM were categorised as pivotal (influential and active). In discerning stakeholder interest in the proposed enterprise, a number of emerging themes were found to affect the projected interest and behaviour of stakeholders, apart from their specified goals. Emerging themes included: tunnel visioning, internal disparity, individual/personality clashes, and misaligned interests. In addition to this, in interpreting stakeholder interest, specific intentions or agendas that might affect the interest shown towards the proposed enterprise were also taken into account. Five predominant intentions of stakeholders were identified as: implementing a stewardship programme, establishing a tourism association, establishing a water users' association, social development, and "the big vision". Findings on the final objective revealed a number of perceived opportunities and constraints relative to the feasibility of the enterprise. Three prime opportunities were identified as: partnerships with definitive and pivotal stakeholders, the possibility of tendering for implementer of the "Working for" programmes, and taking on the role of Tourism Association. The following potential constraints were also emphasised by participants: social aspects such as individuals and personalities, the incompatibility or non-existence of local market structures, and the need for external funding. With regard to stakeholder reception, most of the stakeholders, with the exception of NMBM and Saaimanshoek, responded positively to the idea of the enterprise. Overall, based on participant perceptions, the tourism market was found to be the most feasible the carbon market uncertain and a long-term possibility, and the water market the least feasible.
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The strategic management of intellectual capital : a case study in the banking and financial services sector in Zambia
- Authors: Banda, Japhet Mathias
- Date: 2011
- Subjects: Intellectual capital -- Management , Intellectual capital -- Zambia , Banks and banking -- Zambia , Financial services industry -- Management -- Zambia
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1178 , http://hdl.handle.net/10962/d1002795 , Intellectual capital -- Management , Intellectual capital -- Zambia , Banks and banking -- Zambia , Financial services industry -- Management -- Zambia
- Description: Fundamental changes in the global economy are changing the basis of organisational competitive advantage. The challenge in attaining a competitive advantage is characterised by factors such as increased competition, market volatility, geographically dispersed operations, customer awareness, raising workforce diversity and stringent regulatory regimes. These factors have driven, and in turn have been driven by, an increasing complexity of products, services and the processes that create value, resulting in changes in the structural and functional dimensions of the organisation. Business executives and academics recognise the shift in value creating assets from the traditional land, labour and capital to intangible assets such as knowledge and information becoming the most important resources an organisation can muster.The combination and integration of intangible assets such as human resources, structural and relational resources has been grouped under the umbrella of intellectual capital. This study comprises of a single descriptive case study analysis to ascertain how intellectual capital is managed strategically to gain a competitive advantage in an organisation in the banking and financial services sector in Zambia. Based on document review and semi-structured interviews, this thesis investigated the extent to which an organisation in the banking and financial services sector in Zambia leveraged intellectual capital to gain competitive advantage. In this study it was found that there is a low level appreciation of the intellectual capital phenomenon as a strategic management tool in the participating organisation. However, the organisation has adopted aspects of intellectual capital and has implemented them successfully accounting for the organisation‘s competitive edge in the market.
- Full Text:
- Authors: Banda, Japhet Mathias
- Date: 2011
- Subjects: Intellectual capital -- Management , Intellectual capital -- Zambia , Banks and banking -- Zambia , Financial services industry -- Management -- Zambia
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1178 , http://hdl.handle.net/10962/d1002795 , Intellectual capital -- Management , Intellectual capital -- Zambia , Banks and banking -- Zambia , Financial services industry -- Management -- Zambia
- Description: Fundamental changes in the global economy are changing the basis of organisational competitive advantage. The challenge in attaining a competitive advantage is characterised by factors such as increased competition, market volatility, geographically dispersed operations, customer awareness, raising workforce diversity and stringent regulatory regimes. These factors have driven, and in turn have been driven by, an increasing complexity of products, services and the processes that create value, resulting in changes in the structural and functional dimensions of the organisation. Business executives and academics recognise the shift in value creating assets from the traditional land, labour and capital to intangible assets such as knowledge and information becoming the most important resources an organisation can muster.The combination and integration of intangible assets such as human resources, structural and relational resources has been grouped under the umbrella of intellectual capital. This study comprises of a single descriptive case study analysis to ascertain how intellectual capital is managed strategically to gain a competitive advantage in an organisation in the banking and financial services sector in Zambia. Based on document review and semi-structured interviews, this thesis investigated the extent to which an organisation in the banking and financial services sector in Zambia leveraged intellectual capital to gain competitive advantage. In this study it was found that there is a low level appreciation of the intellectual capital phenomenon as a strategic management tool in the participating organisation. However, the organisation has adopted aspects of intellectual capital and has implemented them successfully accounting for the organisation‘s competitive edge in the market.
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