Customer perceptions on Customer Relationship Management (CRM) and its possible influence on Revenue Management (RM) at a selected water board in South Africa
- Authors: Manyonganise, Joshua Anesu
- Date: 2021-04
- Subjects: Customer relations -- Management , Revenue management -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Municipal services -- South Africa -- Eastern Cape , Water-supply -- South Africa -- Eastern Cape , Amatola Water (Utility) , South Africa. National Water Act, 1998
- Language: English
- Type: thesis , text , Masters , MCom
- Identifier: http://hdl.handle.net/10962/177214 , vital:42800
- Description: The primary activity of water boards is to provide water services (bulk portable, and bulk wastewater) to other water services institutions within its respective service areas. They may perform other activities under conditions set out in the Water Services Act of 1997. Water boards’ revenues come from the municipalities they deliver services to. Not all municipalities have been paying for the services delivered to them, which led to the aim of this study being to gauge the perceptions of Water Board X and Water Board X’s customers of selected Customer Relationship Management (CRM) factors (service quality, customer involvement, customer value, information technology, and management commitment) that may possibly influence Revenue Management (RM). This could possibly assist Water Board X in the future to improve its revenue and debt collection. This thesis employed an interpretivist qualitative research methodology to explore its research aims and objectives. Open-ended semi-structured interviews were conducted with thirteen participants from Water Board X and four municipalities which Water Board X provides services. The data collected from the interviews were analysed manually through thematic analysis. The outcome of the interviews noted that an organisation that delivered high levels of service quality to its customers, could possibly improve its RM as the customers are of the opinion that their needs and requirements have been met and would be willing to pay for the services rendered. It was furthermore found that an organisation that involves its customers could possibly improve its RM as the organisation constantly communicates with its customers during, for example, the different stages of a project to ensure that the organisation does not deliver a project that does not meet the customers’ requirements at the end of the project life cycle. In addition the use of information technology played a pivotal in an organisation as the use of information technology assisted to develop effective methods in customer relationship management such as, data management, improving communication within the organisation, and with the customers, and the decision making. Furthermore, this study suggested the importance for an organisation to add value to the services that they deliver and for an organisation’s management to be committed to ensure that their customers’ expectations and requirements are met. The findings of the study suggest that CRM factors (service quality, customer involvement, customer value, information technology, and management commitment) could influence RM, and it is suggested that Water Board X adopts CRM strategies accordingly to improve its RM. Some of these strategies include adopting a coherent and sustainable revenue strategy through the use of appropriate tariff structures that are simple, equitable, affordable, financially sustainable, and transparent for all; showing commitment by prioritising water loss management and by properly auditing water supplies and water treatment revenue while increasing efficiency in supply and revenue recovery as this allowed Water Board X to better serve its customers, improve its financial standing, and allocate funding for water infrastructure upgrades and to adopt technologies that are on the market as these technologies can detect leakages, manage payments, control water flow and transmit data. , Thesis (MCom) -- Faculty of Commerce, Department of Management, 2021
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Understanding the policy-planning-implementation disjuncture: a case study of the Amathole District Municipality, Eastern Cape Province
- Authors: Mhlahlo, Andile
- Date: 2017
- Subjects: Municipal services -- South Africa -- Eastern Cape , Political planning -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , Amathole District Municipality (South Africa) -- Planning
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10962/168521 , vital:41591
- Description: The aim of this study is to investigate why well planned policies are not getting implemented as intended. The study was conducted in the offices of Amathole District Municipality (ADM) in the Eastern Cape Province, including the cooperative project in Alice as one of the projects that was coordinated by the ADM. Concerning the research design and methodology, a qualitative research design was used. The data collection process involved conducting unstructured interviews with the officers from the Amathole District Municipality office (the ADM officers / the municipality officers) and the members of cooperative projects (cooperatives/projects). Mainly, an ethnographic approach was used; it involved embracing participant observation in the ADM offices for approximately 6 months. As the researcher, I participated as one of the ADM’s officers in different activities, namely: attending meetings and one workshop, and accompanying the development officer while conducting an observation of various projects in Butterworth. The findings in the study disclose that the disjuncture between policy planning and implementation may be attributed to 4 factors, which are associated with the ADM office as the development agency for the Amathole region. These are: the incapability to respond to policy implementation complexities, failure to exploit policy implementation complexities as learning opportunities, the insufficient understanding of ‘process monitoring’ as a tool that could be integrated in projects management, as well as the execution of policy implementation in the absence of policy documents as a guide in implementation processes. Moreover, these factors are examined as being related to each other, and they will be discussed in detail in the course of the thesis.
- Full Text:
Understanding the policy-planning-implementation disjuncture: a case study of the Amathole District Municipality, Eastern Cape Province
- Authors: Mhlahlo, Andile
- Date: 2017
- Subjects: Municipal services -- South Africa -- Eastern Cape , Political planning -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , Amathole District Municipality (South Africa) -- Planning
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10962/4422 , vital:20668
- Description: The aim of this study is to investigate why well planned policies are not getting implemented as intended. The study was conducted in the offices of Amathole District Municipality (ADM) in the Eastern Cape Province, including the cooperative project in Alice as one of the projects that was coordinated by the ADM. Concerning the research design and methodology, a qualitative research design was used. The data collection process involved conducting unstructured interviews with the officers from the Amathole District Municipality office (the ADM officers / the municipality officers) and the members of cooperative projects (cooperatives/projects). Mainly, an ethnographic approach was used; it involved embracing participant observation in the ADM offices for approximately 6 months. As the researcher, I participated as one of the ADM’s officers in different activities, namely: attending meetings and one workshop, and accompanying the development officer while conducting an observation of various projects in Butterworth. The findings in the study disclose that the disjuncture between policy planning and implementation may be attributed to 4 factors, which are associated with the ADM office as the development agency for the Amathole region. These are: the incapability to respond to policy implementation complexities, failure to exploit policy implementation complexities as learning opportunities, the insufficient understanding of ‘process monitoring’ as a tool that could be integrated in projects management, as well as the execution of policy implementation in the absence of policy documents as a guide in implementation processes. Moreover, these factors are examined as being related to each other, and they will be discussed in detail in the course of the thesis.
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