An analysis of indicators disclosed in the integrated annual reports of selected South African retailers
- Authors: Blignaut, Anna Cornelia
- Date: 2020
- Subjects: Financial statements -- South Africa -- Case studies , Retail trade -- South Africa
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/140859 , vital:37924
- Description: This study aimed to analyse the indicators disclosed in the Integrated Annual Reports (IARs) of selected South African retailers. This was firstly done by identifying the six capital and governance indicators retailers report on in order to analyse the commonalities and differences between them, secondly by identifying and assessing evidence of integrated thinking and lastly by making recommendations for optimal retail sector reporting. IARs from Pick n Pay Stores Ltd, Shoprite Holdings Ltd, Spar Group Ltd and Woolworths Holdings Ltd were analysed using content analysis. The results found noteworthy differences in IAR composition in terms of report length and the sections retailers devoted more or less of their report to. Governance and Remuneration indicator disclosure did not allow for broad comparison among all four retailers. In terms of indicator disclosure few indicators were disclosed by all retailers, whilst many were only disclosed by one retailer. Disclosures related to all six capitals were found, yet some indicators were disclosed excessively. Paradoxically, insufficient disclosure of indicators that are easily measurable and low levels of negative or unfavourable indicator disclosure was also apparent in this study. The comparability of indicators was influenced by the aggregation and disaggregation of indicators as well as the lack of consistency in the terminology used in IARs. Indicator disclosure also revealed several trends in the South African retail industry. This research identified the following six themes related to integrated thinking in the sample IARs. Retailers understand the connection between capitals, express consideration for multiple stakeholders and appreciate the context in which they operate, to some extent. Retailers were also found to have different interpretations of sustainability as part of their strategy and risk management whilst the completeness and consistency of information disclosed and retailers’ conceptualisation of value-added in IAR has not yet developed to the same extent across the retail industry. This study finally makes recommendations that may be used for optimal retail sector reporting with regards to the integrated reporting process as well as the integrated report itself. Addressing the former it is recommended that: integrated reporting be viewed as a means to build an internal understanding of their sustainability practices; integrated thinking be included as part of their strategic planning process; all capitals be considered in decision making; communication be established with others in the retail industry and that retailers engage with the IIRC on integrated reporting issues. In terms of the IAR itself, it is recommended that retailers ensure consistency in the terminology used and that the disaggregation of indicators is done in a consistent way. Retailers should include a balance of positive and negative disclosures as well as context-based indicators and seek assurance of the social, environmental and ethical information in their IARs. Finally, retailers need to set measurable sustainability performance targets and link them to specific performance indicators. The results of this study are not without limitations. The identification and categorisation of an indicator was largely based on the researcher’s own judgement in the content analysis process and can be highlighted as the main limitation of this research.
- Full Text:
- Date Issued: 2020
- Authors: Blignaut, Anna Cornelia
- Date: 2020
- Subjects: Financial statements -- South Africa -- Case studies , Retail trade -- South Africa
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/140859 , vital:37924
- Description: This study aimed to analyse the indicators disclosed in the Integrated Annual Reports (IARs) of selected South African retailers. This was firstly done by identifying the six capital and governance indicators retailers report on in order to analyse the commonalities and differences between them, secondly by identifying and assessing evidence of integrated thinking and lastly by making recommendations for optimal retail sector reporting. IARs from Pick n Pay Stores Ltd, Shoprite Holdings Ltd, Spar Group Ltd and Woolworths Holdings Ltd were analysed using content analysis. The results found noteworthy differences in IAR composition in terms of report length and the sections retailers devoted more or less of their report to. Governance and Remuneration indicator disclosure did not allow for broad comparison among all four retailers. In terms of indicator disclosure few indicators were disclosed by all retailers, whilst many were only disclosed by one retailer. Disclosures related to all six capitals were found, yet some indicators were disclosed excessively. Paradoxically, insufficient disclosure of indicators that are easily measurable and low levels of negative or unfavourable indicator disclosure was also apparent in this study. The comparability of indicators was influenced by the aggregation and disaggregation of indicators as well as the lack of consistency in the terminology used in IARs. Indicator disclosure also revealed several trends in the South African retail industry. This research identified the following six themes related to integrated thinking in the sample IARs. Retailers understand the connection between capitals, express consideration for multiple stakeholders and appreciate the context in which they operate, to some extent. Retailers were also found to have different interpretations of sustainability as part of their strategy and risk management whilst the completeness and consistency of information disclosed and retailers’ conceptualisation of value-added in IAR has not yet developed to the same extent across the retail industry. This study finally makes recommendations that may be used for optimal retail sector reporting with regards to the integrated reporting process as well as the integrated report itself. Addressing the former it is recommended that: integrated reporting be viewed as a means to build an internal understanding of their sustainability practices; integrated thinking be included as part of their strategic planning process; all capitals be considered in decision making; communication be established with others in the retail industry and that retailers engage with the IIRC on integrated reporting issues. In terms of the IAR itself, it is recommended that retailers ensure consistency in the terminology used and that the disaggregation of indicators is done in a consistent way. Retailers should include a balance of positive and negative disclosures as well as context-based indicators and seek assurance of the social, environmental and ethical information in their IARs. Finally, retailers need to set measurable sustainability performance targets and link them to specific performance indicators. The results of this study are not without limitations. The identification and categorisation of an indicator was largely based on the researcher’s own judgement in the content analysis process and can be highlighted as the main limitation of this research.
- Full Text:
- Date Issued: 2020
Improving staff turnover in a purchasing department
- Authors: Blignaut, Fredrika Joan
- Date: 2015
- Subjects: Labor turnover -- South Africa Human capital , Employees -- Recruiting Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/50110 , vital:42044
- Description: The value of employees has been established as the best asset a company can have and managers/leaders plays an important role in optimising the value addition of the employee. Retaining employees and attracting them is a challenge due to skill shortages and staff turnover. The costs of staff turnover include but are not limited to recruiting, testing, selecting, training the new staff member, and mandatory overtime due to staff shortages. The indirect costs associated with such turnover are caused by the loss of valued employees, the stress of additional workloads, the loss of the social relationship and the tension of integrating new employees into the team. The objective of the study was to identify the factors that increase voluntary and involuntary turnover intent in the selected purchasing department. These factors were manager /leader’s influence, stress and satisfaction with quality of work life on turnover intent. Convenience sampling was used to distribute sixty-four questionnaires in three departments of the selected firm, namely production purchasing, general purchasing and projects. Only fifty usable questionnaires were received. The results from the descriptive statistics revealed that the participants were generally not happy with manager relations in the firm. The results however showed that this does not motivate employees to stay or leave the firm. The statistics showed that bullying is evident in the selected firm, however the mean score does not reflect high levels thereof. The Pearson correlations show a significantly positive relationship between bullying and employees leaving. The participants generally work in a stressful environment and this affected some employees negatively however Pearson’s correlations showed that work stress is not significantly related to intent to leave.
- Full Text:
- Date Issued: 2015
- Authors: Blignaut, Fredrika Joan
- Date: 2015
- Subjects: Labor turnover -- South Africa Human capital , Employees -- Recruiting Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/50110 , vital:42044
- Description: The value of employees has been established as the best asset a company can have and managers/leaders plays an important role in optimising the value addition of the employee. Retaining employees and attracting them is a challenge due to skill shortages and staff turnover. The costs of staff turnover include but are not limited to recruiting, testing, selecting, training the new staff member, and mandatory overtime due to staff shortages. The indirect costs associated with such turnover are caused by the loss of valued employees, the stress of additional workloads, the loss of the social relationship and the tension of integrating new employees into the team. The objective of the study was to identify the factors that increase voluntary and involuntary turnover intent in the selected purchasing department. These factors were manager /leader’s influence, stress and satisfaction with quality of work life on turnover intent. Convenience sampling was used to distribute sixty-four questionnaires in three departments of the selected firm, namely production purchasing, general purchasing and projects. Only fifty usable questionnaires were received. The results from the descriptive statistics revealed that the participants were generally not happy with manager relations in the firm. The results however showed that this does not motivate employees to stay or leave the firm. The statistics showed that bullying is evident in the selected firm, however the mean score does not reflect high levels thereof. The Pearson correlations show a significantly positive relationship between bullying and employees leaving. The participants generally work in a stressful environment and this affected some employees negatively however Pearson’s correlations showed that work stress is not significantly related to intent to leave.
- Full Text:
- Date Issued: 2015
A study of the use of value based management (VBM) by multinational entities in the Eastern Cape motor industry cluster (ECMIC)
- Authors: Blouw, Mbuyiselo Edwin
- Date: 2005
- Subjects: Corporations -- Valuation , Automobile industry and trade -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8550 , http://hdl.handle.net/10948/421 , Corporations -- Valuation , Automobile industry and trade -- South Africa
- Description: Management’s response to shareholders’ return on investment as a priority occurs in an increasingly dynamic environment. Accompanying these activities is the need to realign responsibilities and to allocate scarce resources effectively. This is done in order to ensure that companies achieve global competitiveness and increase shareholders’ return on investment. Against this backdrop, local industry needs to find new methods or strategies in order to achieve world-class competitiveness, and to be able to access foreign investment. One way to achieve these goals is through Value Based Management (VBM). The objective of this study is to evaluate the strategic intent of Multinational Entities in applying VBM to increase shareholders’ return on investment. Based on the study, certain factors are critical to ensure the success of VBM. A postal survey to managers in the motor manufacturing and component manufacturing companies was conducted to check the managers’ familiarity with VBM, and their scope, and usage of VBM; and, based on the finding, to evaluate the impact of VBM on companies’ results. The empirical finding was compared with a literature review, and the following findings were made: There is a strong understanding and application of the VBM principle on the part of local entities with Foreign Direct Investment (FDI); Departmental performance is critical to an entity’s overall performance; Based on the study, 23 per cent of the respondents use Economic Value Added (EVA) as an internal reporting measure, and an average of 19 per cent use other metrics; A total of 89 per cent of respondents indicated that they strongly agree with the use of incentives for motivation. The above-mentioned points were covered by means of 4-M framework ― that is: Measurement, Management, Motivation, and Mindset.
- Full Text:
- Date Issued: 2005
- Authors: Blouw, Mbuyiselo Edwin
- Date: 2005
- Subjects: Corporations -- Valuation , Automobile industry and trade -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8550 , http://hdl.handle.net/10948/421 , Corporations -- Valuation , Automobile industry and trade -- South Africa
- Description: Management’s response to shareholders’ return on investment as a priority occurs in an increasingly dynamic environment. Accompanying these activities is the need to realign responsibilities and to allocate scarce resources effectively. This is done in order to ensure that companies achieve global competitiveness and increase shareholders’ return on investment. Against this backdrop, local industry needs to find new methods or strategies in order to achieve world-class competitiveness, and to be able to access foreign investment. One way to achieve these goals is through Value Based Management (VBM). The objective of this study is to evaluate the strategic intent of Multinational Entities in applying VBM to increase shareholders’ return on investment. Based on the study, certain factors are critical to ensure the success of VBM. A postal survey to managers in the motor manufacturing and component manufacturing companies was conducted to check the managers’ familiarity with VBM, and their scope, and usage of VBM; and, based on the finding, to evaluate the impact of VBM on companies’ results. The empirical finding was compared with a literature review, and the following findings were made: There is a strong understanding and application of the VBM principle on the part of local entities with Foreign Direct Investment (FDI); Departmental performance is critical to an entity’s overall performance; Based on the study, 23 per cent of the respondents use Economic Value Added (EVA) as an internal reporting measure, and an average of 19 per cent use other metrics; A total of 89 per cent of respondents indicated that they strongly agree with the use of incentives for motivation. The above-mentioned points were covered by means of 4-M framework ― that is: Measurement, Management, Motivation, and Mindset.
- Full Text:
- Date Issued: 2005
Remuneration and rewards strategies at the Nelson Mandela Metropolitan University
- Authors: Bobi, Lungiswa
- Date: 2011
- Subjects: Nelson Mandela Metropolitan University , Compensation management -- South Africa , Employee retention -- South Africa -- Port Elizabeth , Incentives in industry , Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:9393 , http://hdl.handle.net/10948/d1021232
- Description: To be competitive, organisations need to ensure that all their resources are functioning at optimal level. The most important of these resources being its employees. This is because their commitment can guarantee the attainment of organisational goals. Commitment can be attained by an organisation through the payment of internally and externally competitive remuneration and reward packages, that communicate the value of the employees to the organisation. Remuneration and reward strategies are a critical tool for organisations, as they can motivate, attract and retain high performing employees. The theories of motivation, such as, the equity theory, state that employees compare their compensation with that of others and that if they perceive inequity, can be de-motivated or leave an organisation. Therefore, it is imperative for an organisation to ensure that its remuneration and reward strategy is aligned with its business strategy, to ensure clear communication of goals. In order to prevent labour turnover and to ensure commitment and retention, the employer needs to offer total rewards, which include base pay, benefits, variable performance pay, recognition and an enabling work environment. These can be effective as they meet all employee needs as in Maslow‟s hierarchy of needs and ensure the satisfaction of the organisation‟s need for goal attainment. To gain more insight, an empirical study was conducted at the Nelson Mandela Metropolitan University. The results of the survey indicated that the NMMU‟s remuneration and reward strategy contained certain elements of the total rewards strategy. These are variable pay in the form of a service bonus and benefits plus based pay. This strategy seems to be ineffective to motivate and retain employees due to lack of clear communication and recognition. To motivate and retain its employees, the NMMU should improve its communication and engage employees and unions in defining remuneration and reward strategies through collaboration.
- Full Text:
- Date Issued: 2011
- Authors: Bobi, Lungiswa
- Date: 2011
- Subjects: Nelson Mandela Metropolitan University , Compensation management -- South Africa , Employee retention -- South Africa -- Port Elizabeth , Incentives in industry , Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:9393 , http://hdl.handle.net/10948/d1021232
- Description: To be competitive, organisations need to ensure that all their resources are functioning at optimal level. The most important of these resources being its employees. This is because their commitment can guarantee the attainment of organisational goals. Commitment can be attained by an organisation through the payment of internally and externally competitive remuneration and reward packages, that communicate the value of the employees to the organisation. Remuneration and reward strategies are a critical tool for organisations, as they can motivate, attract and retain high performing employees. The theories of motivation, such as, the equity theory, state that employees compare their compensation with that of others and that if they perceive inequity, can be de-motivated or leave an organisation. Therefore, it is imperative for an organisation to ensure that its remuneration and reward strategy is aligned with its business strategy, to ensure clear communication of goals. In order to prevent labour turnover and to ensure commitment and retention, the employer needs to offer total rewards, which include base pay, benefits, variable performance pay, recognition and an enabling work environment. These can be effective as they meet all employee needs as in Maslow‟s hierarchy of needs and ensure the satisfaction of the organisation‟s need for goal attainment. To gain more insight, an empirical study was conducted at the Nelson Mandela Metropolitan University. The results of the survey indicated that the NMMU‟s remuneration and reward strategy contained certain elements of the total rewards strategy. These are variable pay in the form of a service bonus and benefits plus based pay. This strategy seems to be ineffective to motivate and retain employees due to lack of clear communication and recognition. To motivate and retain its employees, the NMMU should improve its communication and engage employees and unions in defining remuneration and reward strategies through collaboration.
- Full Text:
- Date Issued: 2011
Consumers’ perception of generic drugs in South Africa
- Authors: Boltman, Tamarah
- Date: 2017
- Subjects: Consumers' preferences -- Moral and ethical aspects -- South Africa Consumer education -- South Africa , Generic drugs -- Moral and ethical aspects -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/14664 , vital:27815
- Description: Medicines play a pivotal role in the process of human development as their rational utilization can decrease morbidity and mortality as well as improve quality of life (Jamshed, Hassali, Ibrahim, Shafie, & Babar, 2010). Access to therapeutic drugs form an integral part of any successful healthcare system. The high cost of medicines, is a barrier to accessibility and improved health to the majority of the South African population (Bangalee, 2015). In developing countries with limited healthcare budgets, such as South Africa, generic drugs (medicines) can be a cost-saving treatment alternative, resulting in medical expenditure being reduced and access to scarce resources increased (Van der Westhuizen, Burger, Lubbe, Serfontein, 2010). There is very little knowledge on perception and attitude of South African citizens with regard to use of generic drugs (Bangalee, 2015). Consumer perception can have a large impact on the choice of medicines or drugs chosen. The study intended to find out what the current consumer beliefs, attitudes, behaviours and knowledge of generic drugs are. There was also intent to establish if lack of awareness or misconception about generic drugs influence consumer choice. The study consists of a literature review of the definition of generic drugs and original or branded drugs, their influence in the public and private health sector, factors that influence consumer behaviour, brand effect, brand trust, brand loyalty, and most importantly the South Africa acceptance of generic drugs. Primary data was collected, reported and analysed through the use of a questionnaire to determine the current consumers’ belief, attitude, behaviour and knowledge of generic drugs. The study results reveal that scepticism does exists, yet there was clear acceptance, but still lack of confidence in generic drugs. Consumer education and information is the key to increased generic drug acceptance.
- Full Text:
- Date Issued: 2017
- Authors: Boltman, Tamarah
- Date: 2017
- Subjects: Consumers' preferences -- Moral and ethical aspects -- South Africa Consumer education -- South Africa , Generic drugs -- Moral and ethical aspects -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/14664 , vital:27815
- Description: Medicines play a pivotal role in the process of human development as their rational utilization can decrease morbidity and mortality as well as improve quality of life (Jamshed, Hassali, Ibrahim, Shafie, & Babar, 2010). Access to therapeutic drugs form an integral part of any successful healthcare system. The high cost of medicines, is a barrier to accessibility and improved health to the majority of the South African population (Bangalee, 2015). In developing countries with limited healthcare budgets, such as South Africa, generic drugs (medicines) can be a cost-saving treatment alternative, resulting in medical expenditure being reduced and access to scarce resources increased (Van der Westhuizen, Burger, Lubbe, Serfontein, 2010). There is very little knowledge on perception and attitude of South African citizens with regard to use of generic drugs (Bangalee, 2015). Consumer perception can have a large impact on the choice of medicines or drugs chosen. The study intended to find out what the current consumer beliefs, attitudes, behaviours and knowledge of generic drugs are. There was also intent to establish if lack of awareness or misconception about generic drugs influence consumer choice. The study consists of a literature review of the definition of generic drugs and original or branded drugs, their influence in the public and private health sector, factors that influence consumer behaviour, brand effect, brand trust, brand loyalty, and most importantly the South Africa acceptance of generic drugs. Primary data was collected, reported and analysed through the use of a questionnaire to determine the current consumers’ belief, attitude, behaviour and knowledge of generic drugs. The study results reveal that scepticism does exists, yet there was clear acceptance, but still lack of confidence in generic drugs. Consumer education and information is the key to increased generic drug acceptance.
- Full Text:
- Date Issued: 2017
Growth strategies for black township entrepreneurs
- Authors: Boniwe, Sihlangule
- Date: 2017
- Subjects: Entrepreneurship -- South Africa , Small business -- South Africa -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/14598 , vital:27800
- Description: The situation in South Africa throws up a trickier and more unconventional challenge. The country has symptoms of a spatial realm that is not fully connected with the urban systems (spatially, socially, or structurally) and is certainly disconnected from the rural economy. This is the realm of the country’s townships and informal settlements. Conceptually, they are relics of the country’s special past, but the policies of post-apartheid South Africa have inadvertently kept their contemporary reality alive. In many ways, the townships and especially the informal settlements are similar to the slums in much of the developing world, although never was a slum formed with as much central planning and purpose as were some of the larger South African townships. This paper undertakes to understand the growth strategies of black township entrepreneurs in South Africa. This paper also undertakes to investigate the perceived influence of education, government policies, access to funding, market constraints, crime and social norms on the development or perceived growth strategies for black township entrepreneurs. Propositions are made and tested through conducting interviews with individuals involved with the dynamics presented by this subject on a day to day basis. Evidence collected is interpreted into knowledge and finally recommendations are made.
- Full Text:
- Date Issued: 2017
- Authors: Boniwe, Sihlangule
- Date: 2017
- Subjects: Entrepreneurship -- South Africa , Small business -- South Africa -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/14598 , vital:27800
- Description: The situation in South Africa throws up a trickier and more unconventional challenge. The country has symptoms of a spatial realm that is not fully connected with the urban systems (spatially, socially, or structurally) and is certainly disconnected from the rural economy. This is the realm of the country’s townships and informal settlements. Conceptually, they are relics of the country’s special past, but the policies of post-apartheid South Africa have inadvertently kept their contemporary reality alive. In many ways, the townships and especially the informal settlements are similar to the slums in much of the developing world, although never was a slum formed with as much central planning and purpose as were some of the larger South African townships. This paper undertakes to understand the growth strategies of black township entrepreneurs in South Africa. This paper also undertakes to investigate the perceived influence of education, government policies, access to funding, market constraints, crime and social norms on the development or perceived growth strategies for black township entrepreneurs. Propositions are made and tested through conducting interviews with individuals involved with the dynamics presented by this subject on a day to day basis. Evidence collected is interpreted into knowledge and finally recommendations are made.
- Full Text:
- Date Issued: 2017
An empirical investigation of the extension of servqual to measure internal service quality in a motor vehicle manufacturing setting
- Authors: Booi, Arthur Mzwandile
- Date: 2004
- Subjects: Automobile industry and trade -- Quality control -- South Africa -- Eastern Cape Automobile industry and trade -- Customer services -- South Africa -- Eastern Cape Automobile industry and trade -- Quality control -- Statistical methods Customer services -- Quality control Automobile industry and trade -- Quality assurance -- South Africa -- Eastern Cape Consumer satisfaction Industrial productivity -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:801 , http://hdl.handle.net/10962/d1006139
- Description: This research explores the role, which the construct, service quality plays in an internal marketing setting. This is achieved by evaluating the perceptions and expectations of the production department with regards to the service quality provided by the maintenance department of a South African motor vehicle manufacturer. This was done using the INTSERVQUAL instrument, which was found to be a reliable instrument for measuring internal service quality within this context. A positivist approach has been adopted in conducting this research. There are two main hypotheses for this study: the first hypothesis is concerned with the relationship between the overall internal service quality and the five dimensions of service quality namely: tangibles, empathy, reliability, responsiveness and reliability. The second hypothesis focuses on the relationship between the front line staff segments of the production department and the five dimensions of internal service quality. The results of this research suggest that the perceptions and expectations of internal service customer segments plays a major role in achieving internal service quality. In addition, the importance of the INTSERVQUAL instrument in measuring internal service quality within the motor vehicle manufacturing environment is confirmed.
- Full Text:
- Date Issued: 2004
- Authors: Booi, Arthur Mzwandile
- Date: 2004
- Subjects: Automobile industry and trade -- Quality control -- South Africa -- Eastern Cape Automobile industry and trade -- Customer services -- South Africa -- Eastern Cape Automobile industry and trade -- Quality control -- Statistical methods Customer services -- Quality control Automobile industry and trade -- Quality assurance -- South Africa -- Eastern Cape Consumer satisfaction Industrial productivity -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:801 , http://hdl.handle.net/10962/d1006139
- Description: This research explores the role, which the construct, service quality plays in an internal marketing setting. This is achieved by evaluating the perceptions and expectations of the production department with regards to the service quality provided by the maintenance department of a South African motor vehicle manufacturer. This was done using the INTSERVQUAL instrument, which was found to be a reliable instrument for measuring internal service quality within this context. A positivist approach has been adopted in conducting this research. There are two main hypotheses for this study: the first hypothesis is concerned with the relationship between the overall internal service quality and the five dimensions of service quality namely: tangibles, empathy, reliability, responsiveness and reliability. The second hypothesis focuses on the relationship between the front line staff segments of the production department and the five dimensions of internal service quality. The results of this research suggest that the perceptions and expectations of internal service customer segments plays a major role in achieving internal service quality. In addition, the importance of the INTSERVQUAL instrument in measuring internal service quality within the motor vehicle manufacturing environment is confirmed.
- Full Text:
- Date Issued: 2004
Performance management of health professionals : an evaluation research study of health services in the subdistrict of Buffalo City in the Provincial Department of Health in the Eastern Cape
- Authors: Booi, Mlungisi Wellington
- Date: 2015
- Subjects: South Africa -- Department of Health , Batho Pele (Program) , Public health personnel -- South Africa -- Buffalo City , Employees -- Rating of -- South Africa -- Buffalo City , Public health -- South Africa -- Buffalo City -- Evaluation , Customer services -- South Africa -- Buffalo City -- Evaluation , Employees -- Training of -- South Africa -- Buffalo City , Employee-management relations in government -- South Africa -- Buffalo City
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:859 , http://hdl.handle.net/10962/d1020017
- Description: Integrative Summary In 1997 the Minister of Public Service and Administration of South Africa, Zola Skweyiya, introduced the White Paper on Transforming Public Service Delivery(Department of Public Service and Administration(DPSA,1997: 1). It was premised on what was called Batho Pele (DPSA, 1997: 9), giving effect to Section 197 of the Constitution, Act 108 of 1996 as amended. A linkage to performance management can be found from the assertion made in the White Paper that in future the Batho Pele would form the basis of any assessment of the performance of individual staff and that would contribute to improving the delivery of service (DPSA, 1997:16). Another factor that contributed to the utilisation of a performance management system was the recommendation put forward by the Public Service Commission of South Africa( PSC,2004: 16),that called for public institutions to adopt a clear, comprehensive performance management and evaluation framework for the delivery of public service. That was expected to turn around the ailing public institutions whose record of serving the public with pride and dignity was on the decline. The research aim was to evaluate the effectiveness of the performance management system in creating and resolving role conflict with health professionals employed by the Buffalo City sub-district. The research goal was divided into three objectives, namely: evaluation of the effectiveness of the performance management system as a managerial tool for health managers to manage their subordinates including both professional and support staff, evaluation of the effectiveness of the performance system from the perspective of the health professional as a subordinate and to analyze the functioning and effectiveness of the system in creating and resolving role conflict between professional conduct and organisational requirements. The respondents noted that the implementation of the system was not matched with appointment at managerial level with officials having relevant managerial capacity. Further to that resources at the coal face of service delivery continued to deteriorate and became very scarce and there is no documented proof that has been found of an effort made to check the compatibility of the system to health professionals. The literature identified negative effects that have emanated from the implementation of the performance management system. The study was conducted by interviewing health professionals from the entry level to the management level within the Buffalo City sub-district from three mini hospitals or Health Care Centres. The respondents indicated that there are positives that have been achieved by the implementation of the system, such as the skills gap identification as well as specific targets contained in annual performance contracts. These targets help motivate health professional to focus on that particular direction of activities. Unfortunately it has been clearly documented that the performance management system has also contributed to the development of role conflict in a number of professionals. It has been documented that the system has not been crafted with a health professional in mind and, as such, appears to favour quantity rather than quality of health services as advocated by the codes of practice of different health professionals. There are a number of recommendations that were put forward by the respondents to try to salvage the system and in mitigation of the identified negative factors. For the improvement of the system, the Eastern Cape Provincial Department of Health has to firstly customise the annual contracts to contain only the fundamental information. Secondly need to improve the transparency pertaining to financial pressures facing the Health Department. Thirdly the provision of essential enablers, need to be prioritised. Fourthly there is a need to upgrade the system to incorporate 360 degree feedback. Further research recommendations include a bigger sample incorporating different research methods and to also incorporate searches for measures that can be implemented to improve the system to be more relevant to health professionals. This document is organised and presented in three sections. The first section is the evaluation report with a review of literature, research methodology, findings, discussion and conclusion. The second section is where an indepth literature review is located and the last section details the research methodology.
- Full Text:
- Date Issued: 2015
- Authors: Booi, Mlungisi Wellington
- Date: 2015
- Subjects: South Africa -- Department of Health , Batho Pele (Program) , Public health personnel -- South Africa -- Buffalo City , Employees -- Rating of -- South Africa -- Buffalo City , Public health -- South Africa -- Buffalo City -- Evaluation , Customer services -- South Africa -- Buffalo City -- Evaluation , Employees -- Training of -- South Africa -- Buffalo City , Employee-management relations in government -- South Africa -- Buffalo City
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:859 , http://hdl.handle.net/10962/d1020017
- Description: Integrative Summary In 1997 the Minister of Public Service and Administration of South Africa, Zola Skweyiya, introduced the White Paper on Transforming Public Service Delivery(Department of Public Service and Administration(DPSA,1997: 1). It was premised on what was called Batho Pele (DPSA, 1997: 9), giving effect to Section 197 of the Constitution, Act 108 of 1996 as amended. A linkage to performance management can be found from the assertion made in the White Paper that in future the Batho Pele would form the basis of any assessment of the performance of individual staff and that would contribute to improving the delivery of service (DPSA, 1997:16). Another factor that contributed to the utilisation of a performance management system was the recommendation put forward by the Public Service Commission of South Africa( PSC,2004: 16),that called for public institutions to adopt a clear, comprehensive performance management and evaluation framework for the delivery of public service. That was expected to turn around the ailing public institutions whose record of serving the public with pride and dignity was on the decline. The research aim was to evaluate the effectiveness of the performance management system in creating and resolving role conflict with health professionals employed by the Buffalo City sub-district. The research goal was divided into three objectives, namely: evaluation of the effectiveness of the performance management system as a managerial tool for health managers to manage their subordinates including both professional and support staff, evaluation of the effectiveness of the performance system from the perspective of the health professional as a subordinate and to analyze the functioning and effectiveness of the system in creating and resolving role conflict between professional conduct and organisational requirements. The respondents noted that the implementation of the system was not matched with appointment at managerial level with officials having relevant managerial capacity. Further to that resources at the coal face of service delivery continued to deteriorate and became very scarce and there is no documented proof that has been found of an effort made to check the compatibility of the system to health professionals. The literature identified negative effects that have emanated from the implementation of the performance management system. The study was conducted by interviewing health professionals from the entry level to the management level within the Buffalo City sub-district from three mini hospitals or Health Care Centres. The respondents indicated that there are positives that have been achieved by the implementation of the system, such as the skills gap identification as well as specific targets contained in annual performance contracts. These targets help motivate health professional to focus on that particular direction of activities. Unfortunately it has been clearly documented that the performance management system has also contributed to the development of role conflict in a number of professionals. It has been documented that the system has not been crafted with a health professional in mind and, as such, appears to favour quantity rather than quality of health services as advocated by the codes of practice of different health professionals. There are a number of recommendations that were put forward by the respondents to try to salvage the system and in mitigation of the identified negative factors. For the improvement of the system, the Eastern Cape Provincial Department of Health has to firstly customise the annual contracts to contain only the fundamental information. Secondly need to improve the transparency pertaining to financial pressures facing the Health Department. Thirdly the provision of essential enablers, need to be prioritised. Fourthly there is a need to upgrade the system to incorporate 360 degree feedback. Further research recommendations include a bigger sample incorporating different research methods and to also incorporate searches for measures that can be implemented to improve the system to be more relevant to health professionals. This document is organised and presented in three sections. The first section is the evaluation report with a review of literature, research methodology, findings, discussion and conclusion. The second section is where an indepth literature review is located and the last section details the research methodology.
- Full Text:
- Date Issued: 2015
An assessment of the recruitment and selection strategies used in the sales department of Old Mutual Group Schemes in the Eastern Cape
- Authors: Booi, Solomzi Kaya
- Date: 2005
- Subjects: Employees recruiting , Insurance agents -- Recruiting -- South Africa -- Port Elizabeth , Old Mutual (Cape Town, South Africa) Employees , Group insurance
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:9261 , http://hdl.handle.net/10948/150 , Employees recruiting , Insurance agents -- Recruiting -- South Africa -- Port Elizabeth , Old Mutual (Cape Town, South Africa) Employees , Group insurance
- Description: The aim of this research was to assess the recruitment and selection strategies used in the sales department of Old Mutual Group Schemes (OMGS) in the Eastern Cape. The company hopes to stem the high labour turn over in OMGS. After the Labour Relations Act 66 of 1995 (LRA) and Employment Equity Act 55 of 1998 (EEA) were promulgated, organisations in this country introduced new recruitment and selection policies. The challenge to most organisations is the implementation of these policies by managers. The requirements of these two legislations create problems for small companies because of the high costs involved especially in the implementation stages. The organisation incurs costs in the development of the new processes and the training of staff. Even after the new processes, labour turnover did not improve in OMGS. Senior management is trying any means possible to rectify the situation. The company policy was examined against the literature available and the recruitment and selection processes of different authors were investigated. The findings indicated that some steps in the recruitment and selection processes were not followed. It was recommended that the organisation use more recruitment sources to broaden the scope of accessing more suitable applicants.
- Full Text:
- Date Issued: 2005
- Authors: Booi, Solomzi Kaya
- Date: 2005
- Subjects: Employees recruiting , Insurance agents -- Recruiting -- South Africa -- Port Elizabeth , Old Mutual (Cape Town, South Africa) Employees , Group insurance
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:9261 , http://hdl.handle.net/10948/150 , Employees recruiting , Insurance agents -- Recruiting -- South Africa -- Port Elizabeth , Old Mutual (Cape Town, South Africa) Employees , Group insurance
- Description: The aim of this research was to assess the recruitment and selection strategies used in the sales department of Old Mutual Group Schemes (OMGS) in the Eastern Cape. The company hopes to stem the high labour turn over in OMGS. After the Labour Relations Act 66 of 1995 (LRA) and Employment Equity Act 55 of 1998 (EEA) were promulgated, organisations in this country introduced new recruitment and selection policies. The challenge to most organisations is the implementation of these policies by managers. The requirements of these two legislations create problems for small companies because of the high costs involved especially in the implementation stages. The organisation incurs costs in the development of the new processes and the training of staff. Even after the new processes, labour turnover did not improve in OMGS. Senior management is trying any means possible to rectify the situation. The company policy was examined against the literature available and the recruitment and selection processes of different authors were investigated. The findings indicated that some steps in the recruitment and selection processes were not followed. It was recommended that the organisation use more recruitment sources to broaden the scope of accessing more suitable applicants.
- Full Text:
- Date Issued: 2005
Evaluating social media participation for successful marketing and communication by selected private game reserves, Eastern Cape, South Africa
- Authors: Booth, Tara
- Date: 2013
- Subjects: Social media -- Economic aspects , Online social networks -- Economic aspects , Game reserves -- South Africa -- Eastern Cape -- Marketing , Internet marketing -- Economic aspects , Social media -- Marketing , Tourism -- Marketing , Communication in management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:843 , http://hdl.handle.net/10962/d1015692
- Description: Social media has become one of the defining features of the technological advances known as Web 2.0. As social media has increased in popularity, so businesses are expected to participate. Social media platforms enable businesses to widely broadcast a message as well as interact directly with individual customers. Customers are also able to interact directly with one another and share information and reviews about products and services offered. This suits the tourism industry particularly well. Internationally, research has shown that individuals use social media and other online tools to research potential holiday destinations. In addition social media is used during travel to share snapshots and commentary as well as after travel, through reviews and recommendations on platforms such as TripAdvisor. However, few studies have investigated how tourism destinations use social media to attract new clients and retain existing clients. Very little research has been done on tourism and social media in South Africa despite the importance of this industry to Gross Domestic Product (GDP). This study focused on four-star establishments within the photographic wildlife tourism industry in the Eastern Cape of South Africa. An initial survey of social media participation was carried out within the framework set out by Chan and Guillet (2011); this was then followed up with interviews with selected managers. Results showed that, in general, Private Game Reserves (PGRs) had embraced social media as a communication and marketing platform; despite concerns raised about the lack of control over content as well as poor understanding of the influence social media might have on the bottom line. TripAdvisor, Facebook and Twitter were the most commonly used platforms due to management familiarity with the platform and their ease of use. Few lodges utilised blogs or content sites such as YouTube and management cited time commitments associated with this type of platform as a reason for non-participation. However, although most PGRs or lodges had a profile on social media, this did not always mean active participation. Frequently, lodges began updating but gradually stopped after a few months. It was noted however that only one of the lodges interviewed retained an individual whose sole responsibility was social media; generally lodges did not feel that a dedicated person was necessary. This may result in a lack of time available on the part of the individual responsible or simply be a case of not understanding the platform or how to use it effectively. However, none of the PGRs with poor social media participation responded to interview requests and therefore it was not possible to determine the reasons for their poor participation. Among those lodges that actively participated, most succeed in retaining fans and followers through consistent posting of relevant and interesting content as well as customised responses that encouraged fans or followers’ interaction. However, there did not appear to be any evidence of using social media to learn about fans and followers in order to better customise the lodge offerings. This may not be necessary in this type of industry as PGRs sell a specific product and have a limited ability to customise offerings. In addition, there may be other sources of market information which lodges prefer to use. Special offers, competitions and promotions had limited success on social media. Generally, lodges used social media to promote links to a dedicated competition or promotions page. In conclusion, the managers interviewed felt strongly that social media had made a measureable impact on the tourism industry and was a channel that was here to stay. Further research around the best practice and most effective use will enable PGRs to develop and maintain effective strategies for social media participation.
- Full Text:
- Date Issued: 2013
- Authors: Booth, Tara
- Date: 2013
- Subjects: Social media -- Economic aspects , Online social networks -- Economic aspects , Game reserves -- South Africa -- Eastern Cape -- Marketing , Internet marketing -- Economic aspects , Social media -- Marketing , Tourism -- Marketing , Communication in management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:843 , http://hdl.handle.net/10962/d1015692
- Description: Social media has become one of the defining features of the technological advances known as Web 2.0. As social media has increased in popularity, so businesses are expected to participate. Social media platforms enable businesses to widely broadcast a message as well as interact directly with individual customers. Customers are also able to interact directly with one another and share information and reviews about products and services offered. This suits the tourism industry particularly well. Internationally, research has shown that individuals use social media and other online tools to research potential holiday destinations. In addition social media is used during travel to share snapshots and commentary as well as after travel, through reviews and recommendations on platforms such as TripAdvisor. However, few studies have investigated how tourism destinations use social media to attract new clients and retain existing clients. Very little research has been done on tourism and social media in South Africa despite the importance of this industry to Gross Domestic Product (GDP). This study focused on four-star establishments within the photographic wildlife tourism industry in the Eastern Cape of South Africa. An initial survey of social media participation was carried out within the framework set out by Chan and Guillet (2011); this was then followed up with interviews with selected managers. Results showed that, in general, Private Game Reserves (PGRs) had embraced social media as a communication and marketing platform; despite concerns raised about the lack of control over content as well as poor understanding of the influence social media might have on the bottom line. TripAdvisor, Facebook and Twitter were the most commonly used platforms due to management familiarity with the platform and their ease of use. Few lodges utilised blogs or content sites such as YouTube and management cited time commitments associated with this type of platform as a reason for non-participation. However, although most PGRs or lodges had a profile on social media, this did not always mean active participation. Frequently, lodges began updating but gradually stopped after a few months. It was noted however that only one of the lodges interviewed retained an individual whose sole responsibility was social media; generally lodges did not feel that a dedicated person was necessary. This may result in a lack of time available on the part of the individual responsible or simply be a case of not understanding the platform or how to use it effectively. However, none of the PGRs with poor social media participation responded to interview requests and therefore it was not possible to determine the reasons for their poor participation. Among those lodges that actively participated, most succeed in retaining fans and followers through consistent posting of relevant and interesting content as well as customised responses that encouraged fans or followers’ interaction. However, there did not appear to be any evidence of using social media to learn about fans and followers in order to better customise the lodge offerings. This may not be necessary in this type of industry as PGRs sell a specific product and have a limited ability to customise offerings. In addition, there may be other sources of market information which lodges prefer to use. Special offers, competitions and promotions had limited success on social media. Generally, lodges used social media to promote links to a dedicated competition or promotions page. In conclusion, the managers interviewed felt strongly that social media had made a measureable impact on the tourism industry and was a channel that was here to stay. Further research around the best practice and most effective use will enable PGRs to develop and maintain effective strategies for social media participation.
- Full Text:
- Date Issued: 2013
Assesssing small business training programme effectiveness in an incubator setting and beyond
- Authors: Booth-Jones, Laurene
- Date: 2012
- Subjects: Business incubators -- South Africa , Small businesses -- South Africa -- Management , Employees -- Training of , New business enterprises -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:9298 , http://hdl.handle.net/10948/d1014074
- Description: The focus on entrepreneurs as drivers of the economies of nations has catapulted them into the forefront of the local and international marketplace. This has led to a demand for entrepreneurial education and training resulting in a plethora of different and often divergent views. One commonality that has emerged is that entrepreneurship can be taught; although it cannot be taught in conventional and traditional ways. It requires a move from traditional education and training to more enterprising participative and supportive forms of business development. It requires investments of time, resources and support. Incubators are facilities that are engaged with entrepreneurs and offer a variety of support including education and training. This study has assessed the effectiveness of training offered by the Seda Nelson Mandela Bay ICT incubator. There has been limited research undertaken on entrepreneurial education and training in an incubator setting. This study followed the qualitative paradigm. The sample comprised of 10 small businesses at the Seda Nelson Mandela Bay ICT incubator. Empirical data was obtained by interviewing the owners of the small businesses using an interview schedule. Issues such as the most effective training programme, content that it contained, methodology used and quality of the facilitator and applicability of the training programme were explored. The study found that the small businesses were opportunity driven rather than necessity driven and that the incubator served as a bridging facility in moving the businesses from the informal sector to the formal sector. The content of the training programmes was found to be effective when a mix of both theoretical and practical is offered especially with an emphasis on the underlying entrepreneurial themes of confidence, persistence and uncertainty and so on. It also found that training programmes should be linked to the life cycle of the business and address the specific needs of the small business owner. The start-up phase requires very specific training. Most of the facilitators were found to be experienced and empathetic. However, only a few were using a wider range of preferred learning styles favoured by entrepreneurs such as role playing, simulation, brainstorming and problem-solving techniques. The study also found that when generic training programmes are offered there was less recall on the part of the trainees. The management team of the incubator is an important determinant of the success of the incubatees and it is recommended that they need to be well versed in their sector and have good networking skills. There is a strong link between the theoretical and the practical content of training programmes especially where the emphasis is more on the practical content. It is recommended that facilitators pay attention to their relationship with trainees as it is a critical success factor in the training programme. Training programmes offered over a period of time add more value to the incubatee. This might be because of the mentoring and counselling that is available after each training module is completed. Finally, more research needs to be undertaken on the quality and effectiveness of training programmes offered by incubators to small businesses.
- Full Text:
- Date Issued: 2012
- Authors: Booth-Jones, Laurene
- Date: 2012
- Subjects: Business incubators -- South Africa , Small businesses -- South Africa -- Management , Employees -- Training of , New business enterprises -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:9298 , http://hdl.handle.net/10948/d1014074
- Description: The focus on entrepreneurs as drivers of the economies of nations has catapulted them into the forefront of the local and international marketplace. This has led to a demand for entrepreneurial education and training resulting in a plethora of different and often divergent views. One commonality that has emerged is that entrepreneurship can be taught; although it cannot be taught in conventional and traditional ways. It requires a move from traditional education and training to more enterprising participative and supportive forms of business development. It requires investments of time, resources and support. Incubators are facilities that are engaged with entrepreneurs and offer a variety of support including education and training. This study has assessed the effectiveness of training offered by the Seda Nelson Mandela Bay ICT incubator. There has been limited research undertaken on entrepreneurial education and training in an incubator setting. This study followed the qualitative paradigm. The sample comprised of 10 small businesses at the Seda Nelson Mandela Bay ICT incubator. Empirical data was obtained by interviewing the owners of the small businesses using an interview schedule. Issues such as the most effective training programme, content that it contained, methodology used and quality of the facilitator and applicability of the training programme were explored. The study found that the small businesses were opportunity driven rather than necessity driven and that the incubator served as a bridging facility in moving the businesses from the informal sector to the formal sector. The content of the training programmes was found to be effective when a mix of both theoretical and practical is offered especially with an emphasis on the underlying entrepreneurial themes of confidence, persistence and uncertainty and so on. It also found that training programmes should be linked to the life cycle of the business and address the specific needs of the small business owner. The start-up phase requires very specific training. Most of the facilitators were found to be experienced and empathetic. However, only a few were using a wider range of preferred learning styles favoured by entrepreneurs such as role playing, simulation, brainstorming and problem-solving techniques. The study also found that when generic training programmes are offered there was less recall on the part of the trainees. The management team of the incubator is an important determinant of the success of the incubatees and it is recommended that they need to be well versed in their sector and have good networking skills. There is a strong link between the theoretical and the practical content of training programmes especially where the emphasis is more on the practical content. It is recommended that facilitators pay attention to their relationship with trainees as it is a critical success factor in the training programme. Training programmes offered over a period of time add more value to the incubatee. This might be because of the mentoring and counselling that is available after each training module is completed. Finally, more research needs to be undertaken on the quality and effectiveness of training programmes offered by incubators to small businesses.
- Full Text:
- Date Issued: 2012
An evaluation of the quality of customer service delivery offered by the East London public transport commuter rail service provider (operated by Metrorail)
- Authors: Bosch, Colin
- Date: 2009
- Subjects: Railroads -- Customer services -- South Africa -- Eastern Cape Transportation -- Customer services -- South Africa -- Eastern Cape Railroads -- Quality control -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:744 , http://hdl.handle.net/10962/d1003865
- Description: The aim of this survey is to evaluate the quality of customer service delivery offered by the East London public transport commuter rail service provider Metrorail, a division of the state owned enterprise (SOE) PRASA. The former tolerant rail commuter has become increasingly frustrated at the ever-decreasing quality of rail service delivery. This is evidenced by increasing incidents of commuter arson to failed rail assets and the practice is considered to be a strategy to enforce the replacement of unreliable infrastructure and ineffective/reactive management controls. The objectives of the research are guided by three fundamental service quality indicators. In order to evaluate these indicators, the research focuses on whether the quality of customer services provided by Metrorail meets commuter expectations, whether commuters rank five dimensions of service quality differently and whether the level of service quality provided is perceived differently amongst the various demographic commuter segments. Service organizations which are highly interactive, labour-intensive, reliant on a number of service providers, required to perform at various locations and have high intensity/volume operations, will be susceptible to failure; Metrorail services fall into this category. The legacy of the apartheid era regime and strategy resulted in poor rail planning and underfunding. Commuter rail operations in South Africa are fraught with a myriad of inadequacies of the past that only now manifest. As a consequence, their ability to operate effectively and efficiently is impaired. The situation is further exacerbated by the global economic crisis of 2008 and the impact of constricted budget allocations by the State to all SOE's which could further impede the interventions and innovation required to improve service quality. The in-depth literature review provided sufficient information relating to a wide array of service organizations similar in nature to Metrorail. This information is translated into useable knowledge and recommendations from which Metrorail can benefit. The research methodology is clearly articulated and the data analysis ensures distinct findings which are discussed in the final chapter. The research undertaken identifies and prioritises the service quality attributes and dimensions that will require redress to improve overall service quality. The findings are clearly defined from which a set of recommendations are suggested.
- Full Text:
- Date Issued: 2009
- Authors: Bosch, Colin
- Date: 2009
- Subjects: Railroads -- Customer services -- South Africa -- Eastern Cape Transportation -- Customer services -- South Africa -- Eastern Cape Railroads -- Quality control -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:744 , http://hdl.handle.net/10962/d1003865
- Description: The aim of this survey is to evaluate the quality of customer service delivery offered by the East London public transport commuter rail service provider Metrorail, a division of the state owned enterprise (SOE) PRASA. The former tolerant rail commuter has become increasingly frustrated at the ever-decreasing quality of rail service delivery. This is evidenced by increasing incidents of commuter arson to failed rail assets and the practice is considered to be a strategy to enforce the replacement of unreliable infrastructure and ineffective/reactive management controls. The objectives of the research are guided by three fundamental service quality indicators. In order to evaluate these indicators, the research focuses on whether the quality of customer services provided by Metrorail meets commuter expectations, whether commuters rank five dimensions of service quality differently and whether the level of service quality provided is perceived differently amongst the various demographic commuter segments. Service organizations which are highly interactive, labour-intensive, reliant on a number of service providers, required to perform at various locations and have high intensity/volume operations, will be susceptible to failure; Metrorail services fall into this category. The legacy of the apartheid era regime and strategy resulted in poor rail planning and underfunding. Commuter rail operations in South Africa are fraught with a myriad of inadequacies of the past that only now manifest. As a consequence, their ability to operate effectively and efficiently is impaired. The situation is further exacerbated by the global economic crisis of 2008 and the impact of constricted budget allocations by the State to all SOE's which could further impede the interventions and innovation required to improve service quality. The in-depth literature review provided sufficient information relating to a wide array of service organizations similar in nature to Metrorail. This information is translated into useable knowledge and recommendations from which Metrorail can benefit. The research methodology is clearly articulated and the data analysis ensures distinct findings which are discussed in the final chapter. The research undertaken identifies and prioritises the service quality attributes and dimensions that will require redress to improve overall service quality. The findings are clearly defined from which a set of recommendations are suggested.
- Full Text:
- Date Issued: 2009
Factors affecting female students studying engineering at a higher education institution
- Authors: Boshoff, Hildegarde
- Date: 2018
- Subjects: Women in engineering -- South Africa , Women -- Education (Graduate) -- South Africa Sex discrimination in education -- South Africa South Africa -- Education (Higher)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21746 , vital:29745
- Description: Engineering is of vital importance for humankind. Engineering combines the fields of mathematics and science, including engineering science and technology, in order to solve problems in the real world and in order to improve the society and economies of countries. It includes the ability to implement ideas in a cost effective and practical manner. Some of these solutions may include sustainability, needs of society, necessary risks and protection of the environment. Engineers develop ideas by using production of technology in order to improve the living of humankind. This includes designing and manufacturing different products based on customer needs and expectations. Although a field in engineering is largely a male-dominated career, women are becoming more interested in this career, compared to a few years ago. The problem remains that female students are still in the minority compared to their male counterparts studying engineering. Therefore, universities need to find solutions to attract female students towards engineering. There are various reasons why female students choose to study engineering, which include different influences, encouragements and their perception towards the Faculty and the academic staff. Thus, the purpose of the research study is to identify the reasons for both genders, currently studying engineering at Nelson Mandela University, formally known as Nelson Mandela Metropolitan University (NMMU), why they chose to study engineering, what influenced their studies, their encouragements or discouragements and overall perception and experience while studying engineering. The main focus will be on female students. This research study was an exploratory, mixed method study, which contains literature studies, surveys and cross-sectional studies. A literature study was compiled by using secondary sources in order to identify the importance of engineering internationally and within South Africa, women in the workplace and female students studying towards engineering. The empirical study, which consisted of a survey, was compiled and distributed to all Nelson Mandela University undergraduate students studying towards an engineering qualification. Respondents were asked various questions regarding pre-studies and their perceptions and experiences during their studies. This includes their experience with the academic staff and the Faculty of Engineering in general. For the analysis of the data, both Descriptive and Inferential Statistical methods were used. Some of the findings from the research study include that both genders develop an interest for engineering at a young age (between ages 13 – 18). Therefore, an interest is developed during high school level. Both genders choose to study engineering for the same reasons. The interest for choosing a career for both genders was triggered by a qualified engineer’s influence. During high school, female students take part in science, mathematics and engineering programmes and participate in competitions or contests. Both gender’s science, mathematics and engineering abilities increased since they started their studies at a higher education institution. From the findings, both genders indicated that they have a high level of interest in engineering, they are satisfied with their choice of engineering field and they are committed to complete their engineering qualification. Both genders are confident that they will find employment in engineering that pays well. Female students believe that they are better at problem solving activities, they are more committed to their studies, they work better with other people and they are more confident in their engineering abilities compared to the male counterparts. The findings also include that during their studies, both genders receive encouragement from various factors, but the significant source of encouragement for both genders are their mothers and employment opportunities. Whereas the most significant source of discouragement for both genders are their grades or academic performance and the amount of time required for engineering. Both genders receive equal quality in lecturing throughout their studies and the academic staff do not treat female students different from male students. It is also significant that female students receive support from the Faculty of Engineering. Female students will definitely encourage other females to study towards a field in engineering and find the academic staff approachable. Academic staff does give regular feedback to students regarding their academic performance. Therefore both genders know at all-time their academic performance and therefore will be able to improve their results. There are not enough female lecturers within the Engineering Department. Female lecturers serve as role models for female students. Therefore, the University’s management team needs to investigate this matter. The research study concluded with recommendations and considerations, contribution towards the body of knowledge, future research and the limitations of the study. Furthermore, the study offers an understanding of engineering students at Nelson Mandela University, which includes their current overall experience during their studies. The treatise will therefore assist the readers and especially Nelson Mandela University to attract and retain female students by addressing their challenges they experience during their studies.
- Full Text:
- Date Issued: 2018
- Authors: Boshoff, Hildegarde
- Date: 2018
- Subjects: Women in engineering -- South Africa , Women -- Education (Graduate) -- South Africa Sex discrimination in education -- South Africa South Africa -- Education (Higher)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21746 , vital:29745
- Description: Engineering is of vital importance for humankind. Engineering combines the fields of mathematics and science, including engineering science and technology, in order to solve problems in the real world and in order to improve the society and economies of countries. It includes the ability to implement ideas in a cost effective and practical manner. Some of these solutions may include sustainability, needs of society, necessary risks and protection of the environment. Engineers develop ideas by using production of technology in order to improve the living of humankind. This includes designing and manufacturing different products based on customer needs and expectations. Although a field in engineering is largely a male-dominated career, women are becoming more interested in this career, compared to a few years ago. The problem remains that female students are still in the minority compared to their male counterparts studying engineering. Therefore, universities need to find solutions to attract female students towards engineering. There are various reasons why female students choose to study engineering, which include different influences, encouragements and their perception towards the Faculty and the academic staff. Thus, the purpose of the research study is to identify the reasons for both genders, currently studying engineering at Nelson Mandela University, formally known as Nelson Mandela Metropolitan University (NMMU), why they chose to study engineering, what influenced their studies, their encouragements or discouragements and overall perception and experience while studying engineering. The main focus will be on female students. This research study was an exploratory, mixed method study, which contains literature studies, surveys and cross-sectional studies. A literature study was compiled by using secondary sources in order to identify the importance of engineering internationally and within South Africa, women in the workplace and female students studying towards engineering. The empirical study, which consisted of a survey, was compiled and distributed to all Nelson Mandela University undergraduate students studying towards an engineering qualification. Respondents were asked various questions regarding pre-studies and their perceptions and experiences during their studies. This includes their experience with the academic staff and the Faculty of Engineering in general. For the analysis of the data, both Descriptive and Inferential Statistical methods were used. Some of the findings from the research study include that both genders develop an interest for engineering at a young age (between ages 13 – 18). Therefore, an interest is developed during high school level. Both genders choose to study engineering for the same reasons. The interest for choosing a career for both genders was triggered by a qualified engineer’s influence. During high school, female students take part in science, mathematics and engineering programmes and participate in competitions or contests. Both gender’s science, mathematics and engineering abilities increased since they started their studies at a higher education institution. From the findings, both genders indicated that they have a high level of interest in engineering, they are satisfied with their choice of engineering field and they are committed to complete their engineering qualification. Both genders are confident that they will find employment in engineering that pays well. Female students believe that they are better at problem solving activities, they are more committed to their studies, they work better with other people and they are more confident in their engineering abilities compared to the male counterparts. The findings also include that during their studies, both genders receive encouragement from various factors, but the significant source of encouragement for both genders are their mothers and employment opportunities. Whereas the most significant source of discouragement for both genders are their grades or academic performance and the amount of time required for engineering. Both genders receive equal quality in lecturing throughout their studies and the academic staff do not treat female students different from male students. It is also significant that female students receive support from the Faculty of Engineering. Female students will definitely encourage other females to study towards a field in engineering and find the academic staff approachable. Academic staff does give regular feedback to students regarding their academic performance. Therefore both genders know at all-time their academic performance and therefore will be able to improve their results. There are not enough female lecturers within the Engineering Department. Female lecturers serve as role models for female students. Therefore, the University’s management team needs to investigate this matter. The research study concluded with recommendations and considerations, contribution towards the body of knowledge, future research and the limitations of the study. Furthermore, the study offers an understanding of engineering students at Nelson Mandela University, which includes their current overall experience during their studies. The treatise will therefore assist the readers and especially Nelson Mandela University to attract and retain female students by addressing their challenges they experience during their studies.
- Full Text:
- Date Issued: 2018
The role of belief systems in entrepreneurship : a Christian perspective
- Authors: Boshoff, Leslie Ian
- Date: 2009
- Subjects: Business -- Religious aspects -- Christianity , Success in business , Belief and doubt
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8664 , http://hdl.handle.net/10948/1271 , Business -- Religious aspects -- Christianity , Success in business , Belief and doubt
- Description: The world needs entrepreneurs now more than ever; fresh thinkers, who spot opportunities and apply their talents to overcome obstacles to make their ideas happen. Entrepreneurs need to reframe the recession as an area of business opportunity for all. They must unleash their innovative ideas around the world and inspire solutions that will tackle issues ranging from poverty, unemployment and climatic change. It is the fundamental precept of the Christian faith that God calls not only ministers and other spiritual workers, but everyone to specific roles in his kingdom. Christian Entrepreneurs must realise that their calling to establish and lead business organisations that are designed to achieve results in the secular world. Christian Entrepreneur Organisations differ from secular businesses because they do business while being led by the Holy Spirit. Christian Entrepreneurship is the return of unfulfilled business leaders to the sense of "calling" enjoyed by fellow laity in the U.S.A. and Western Europe prior to the 20th Century. The goal is to develop a business that blends business excellence and entrepreneurship with Christian Biblical and theological perspectives. This exploratory study investigated the role of the Christian faith in Entrepreneurship and in Entrepreneurial businesses. The study identified some of the Christian business practices and introduced the reader to the different approaches this group of entrepreneurs have to that of the secular business equivalent.
- Full Text:
- Date Issued: 2009
- Authors: Boshoff, Leslie Ian
- Date: 2009
- Subjects: Business -- Religious aspects -- Christianity , Success in business , Belief and doubt
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8664 , http://hdl.handle.net/10948/1271 , Business -- Religious aspects -- Christianity , Success in business , Belief and doubt
- Description: The world needs entrepreneurs now more than ever; fresh thinkers, who spot opportunities and apply their talents to overcome obstacles to make their ideas happen. Entrepreneurs need to reframe the recession as an area of business opportunity for all. They must unleash their innovative ideas around the world and inspire solutions that will tackle issues ranging from poverty, unemployment and climatic change. It is the fundamental precept of the Christian faith that God calls not only ministers and other spiritual workers, but everyone to specific roles in his kingdom. Christian Entrepreneurs must realise that their calling to establish and lead business organisations that are designed to achieve results in the secular world. Christian Entrepreneur Organisations differ from secular businesses because they do business while being led by the Holy Spirit. Christian Entrepreneurship is the return of unfulfilled business leaders to the sense of "calling" enjoyed by fellow laity in the U.S.A. and Western Europe prior to the 20th Century. The goal is to develop a business that blends business excellence and entrepreneurship with Christian Biblical and theological perspectives. This exploratory study investigated the role of the Christian faith in Entrepreneurship and in Entrepreneurial businesses. The study identified some of the Christian business practices and introduced the reader to the different approaches this group of entrepreneurs have to that of the secular business equivalent.
- Full Text:
- Date Issued: 2009
A model for Internet management at a higher education institution
- Authors: Boshoff, Ryno
- Date: 2016
- Subjects: Internet governance -- South Africa -- Port Elizabeth Internet -- Security measures -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/10839 , vital:26828
- Description: The management of the Internet at the Nelson Mandela Metropolitan University (NMMU), an Higher Education Institute (HEI) in the Eastern and Western Cape area in South Africa (SA) was the focus of this research. The investigation was conducted into the level of Internet usage by determining for what purpose the Internet is used by the people at NMMU. The empirical data was collected, analysed and interpreted. From these findings a proposed Internet Management Model was created that will assist NMMU with its Internet management obligations. It has become a standing practice at HEIs for its Internet management and relevant Information and Communication Technology (ICT) resources to be continuously investigated by HEI Management as well as by its users. The reason is that the Internet has become the foundation on which most ICT resources function and therefore is labelled as a distinctive competency for the HEI. HEIs have limited ICT Internet resources and are expected to utilise these resources optimally, to ensure efficient and effective Internet connectivity on all campuses and to all users and systems. This is a daunting task for various reasons, amongst which are: guidelines, best practices, governance influences, etc. are not readily available to assist with decision-making processes; the number of devices that require Internet connectivity is increasing almost on a daily basis; the content found on the Internet has become extremely resources-demanding; the Internet is no longer being utilised only during working hours but on a 24/7 basis; and lastly, the Internet is increasingly being abused by its use for non-work related activities which hinder the required connection and resources requirements for those who are using the Internet for work and research purposes. The purpose of this research study was to provide a proposed Internet Management Model to address all weaknesses and threats, currently being experienced at NMMU. This was created by firstly; determining what was considered best practices regarding Internet management at HEI; secondly, determining what the NMMU Internet users were utilising the Internet for and lastly; using the combined findings to draw conclusions and thereafter create an Internet Management Model for the HEI. This can assist the NMMU ICT Management team to re-align the Internet resources to match the current business and customer requirements. This will ensure that the NMMU Internet resources are effectively and efficiently utilised, which in turn will confirm that the availability of the Internet to its users and systems becomes a reliable and pleasant experience. The ICT Management team can then focus their undivided attention on other ICT-related matters. This treatise is an exploratory, mixed method study which comprises of literature studies, surveys and cross-sectional studies. The literature studies were conducted on secondary sources to identify the national and international governance structures that influence Internet management. The empirical study which consisted of two surveys (questionnaires) was compiled from existing questionnaires as well as from literature studies, and was completed by its respective respondent groups. The first survey was used to gain an insight into what was considered best practices regarding Internet management at HEIs in South Africa. The survey consisted of questions regarding demographic data and various ICT Internet resources. Respondents were asked to identify the practices relevant to their HEI. The second survey was used to gain an insight into what the Internet was being used for at NMMU by staff and students. The survey consisted of questions regarding demographic data and the various uses, frequency and periods of Internet usage. These respondents were then asked to identify the practices relevant to their Internet usage patterns. A cross-sectional study was then used to compare the two different population groups, which were NMMU staff and students, at a single point in time. Both Descriptive and Inferential Statistical methods were used for the analysis of the data. The HEI Internet management survey samples were of various sizes with each sample having its Internet resources specifically aligned with its environment. The common stereotypes regarding their Internet resources were mostly not present.
- Full Text:
- Date Issued: 2016
- Authors: Boshoff, Ryno
- Date: 2016
- Subjects: Internet governance -- South Africa -- Port Elizabeth Internet -- Security measures -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/10839 , vital:26828
- Description: The management of the Internet at the Nelson Mandela Metropolitan University (NMMU), an Higher Education Institute (HEI) in the Eastern and Western Cape area in South Africa (SA) was the focus of this research. The investigation was conducted into the level of Internet usage by determining for what purpose the Internet is used by the people at NMMU. The empirical data was collected, analysed and interpreted. From these findings a proposed Internet Management Model was created that will assist NMMU with its Internet management obligations. It has become a standing practice at HEIs for its Internet management and relevant Information and Communication Technology (ICT) resources to be continuously investigated by HEI Management as well as by its users. The reason is that the Internet has become the foundation on which most ICT resources function and therefore is labelled as a distinctive competency for the HEI. HEIs have limited ICT Internet resources and are expected to utilise these resources optimally, to ensure efficient and effective Internet connectivity on all campuses and to all users and systems. This is a daunting task for various reasons, amongst which are: guidelines, best practices, governance influences, etc. are not readily available to assist with decision-making processes; the number of devices that require Internet connectivity is increasing almost on a daily basis; the content found on the Internet has become extremely resources-demanding; the Internet is no longer being utilised only during working hours but on a 24/7 basis; and lastly, the Internet is increasingly being abused by its use for non-work related activities which hinder the required connection and resources requirements for those who are using the Internet for work and research purposes. The purpose of this research study was to provide a proposed Internet Management Model to address all weaknesses and threats, currently being experienced at NMMU. This was created by firstly; determining what was considered best practices regarding Internet management at HEI; secondly, determining what the NMMU Internet users were utilising the Internet for and lastly; using the combined findings to draw conclusions and thereafter create an Internet Management Model for the HEI. This can assist the NMMU ICT Management team to re-align the Internet resources to match the current business and customer requirements. This will ensure that the NMMU Internet resources are effectively and efficiently utilised, which in turn will confirm that the availability of the Internet to its users and systems becomes a reliable and pleasant experience. The ICT Management team can then focus their undivided attention on other ICT-related matters. This treatise is an exploratory, mixed method study which comprises of literature studies, surveys and cross-sectional studies. The literature studies were conducted on secondary sources to identify the national and international governance structures that influence Internet management. The empirical study which consisted of two surveys (questionnaires) was compiled from existing questionnaires as well as from literature studies, and was completed by its respective respondent groups. The first survey was used to gain an insight into what was considered best practices regarding Internet management at HEIs in South Africa. The survey consisted of questions regarding demographic data and various ICT Internet resources. Respondents were asked to identify the practices relevant to their HEI. The second survey was used to gain an insight into what the Internet was being used for at NMMU by staff and students. The survey consisted of questions regarding demographic data and the various uses, frequency and periods of Internet usage. These respondents were then asked to identify the practices relevant to their Internet usage patterns. A cross-sectional study was then used to compare the two different population groups, which were NMMU staff and students, at a single point in time. Both Descriptive and Inferential Statistical methods were used for the analysis of the data. The HEI Internet management survey samples were of various sizes with each sample having its Internet resources specifically aligned with its environment. The common stereotypes regarding their Internet resources were mostly not present.
- Full Text:
- Date Issued: 2016
The development of a world-class operator framework for the Eastern Cape automotive component industry
- Authors: Boshoff, Waldo
- Date: 2018
- Subjects: Automobile industry and trade -- South Africa -- Eastern Cape , Lean manufacturing -- South Africa -- Eastern Cape Manufacturing processes -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21757 , vital:29760
- Description: This treatise evaluates the environment in which a world-class operator within the Eastern Cape automotive component industry is expected to work, and the skills and knowledge the operator requires to function effectively. Using both qualitative interviews and a quantitative survey four basic domains of skills and knowledge were identified: manufacturing principles, shop floor skills, shop floor knowledge and generic skills. Based on these results, a framework of required content to be included in the training and developing of a world class operator for the Eastern Cape automotive component industry is developed.
- Full Text:
- Date Issued: 2018
- Authors: Boshoff, Waldo
- Date: 2018
- Subjects: Automobile industry and trade -- South Africa -- Eastern Cape , Lean manufacturing -- South Africa -- Eastern Cape Manufacturing processes -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21757 , vital:29760
- Description: This treatise evaluates the environment in which a world-class operator within the Eastern Cape automotive component industry is expected to work, and the skills and knowledge the operator requires to function effectively. Using both qualitative interviews and a quantitative survey four basic domains of skills and knowledge were identified: manufacturing principles, shop floor skills, shop floor knowledge and generic skills. Based on these results, a framework of required content to be included in the training and developing of a world class operator for the Eastern Cape automotive component industry is developed.
- Full Text:
- Date Issued: 2018
Factors that influence consumers’ buying behaviour for particular vehicle brands
- Authors: Bosman, Brendan
- Date: 2019
- Subjects: Consumer behavior -- South Africa , Consumer profiling Advertising -- South Africa , Purchasing -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/37742 , vital:34233
- Description: The motor industry is a critical component of South Africa’s economy. It is also an industry that has become intensely competitive with a large variety of vehicle brands on offer for buyers to choose from. Given the competitive nature of this environment, Original Equipment Manufacturers (OEM’s) are constantly under pressure and have to consistently review and develop new strategies to keep their brands relevant in the market. The purpose of the study was to gain insight into customer preferences and specifically vehicle purchasing behaviour, and to establish if brand factors and personal factors influence consumer buying behaviour for particular vehicle brands. An empirical investigation was embarked on using a self-administered questionnaire with a seven-point Likert scale. Convenience sampling was used and resulted in the return of 215 usable questionnaires. The reliability of the measuring instrument was confirmed via acceptable Cronbach’s alpha coefficients. Descriptive statistics were used to analyse the data collected. The main findings indicate that numerous factors influence buyers’ behaviour when purchasing a vehicle. However, Quality, Safety and Price had the biggest influence on the buyer’s decision making when choosing a particular vehicle brand. Based on the findings, recommendations are made to dealers and OEM’s. These recommendations are practical and also linked to previous research as presented in the literature. Dealerships and OEMs should therefore take cognizance of these results and improve on these factors to influence vehicle buying behaviour. These factors should also be used as strong marketing components when advertising and selling vehicles. The value for money provided by vehicles should be emphasised. The link between Quality, Safety, and Price should therefore be accentuated.
- Full Text:
- Date Issued: 2019
- Authors: Bosman, Brendan
- Date: 2019
- Subjects: Consumer behavior -- South Africa , Consumer profiling Advertising -- South Africa , Purchasing -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/37742 , vital:34233
- Description: The motor industry is a critical component of South Africa’s economy. It is also an industry that has become intensely competitive with a large variety of vehicle brands on offer for buyers to choose from. Given the competitive nature of this environment, Original Equipment Manufacturers (OEM’s) are constantly under pressure and have to consistently review and develop new strategies to keep their brands relevant in the market. The purpose of the study was to gain insight into customer preferences and specifically vehicle purchasing behaviour, and to establish if brand factors and personal factors influence consumer buying behaviour for particular vehicle brands. An empirical investigation was embarked on using a self-administered questionnaire with a seven-point Likert scale. Convenience sampling was used and resulted in the return of 215 usable questionnaires. The reliability of the measuring instrument was confirmed via acceptable Cronbach’s alpha coefficients. Descriptive statistics were used to analyse the data collected. The main findings indicate that numerous factors influence buyers’ behaviour when purchasing a vehicle. However, Quality, Safety and Price had the biggest influence on the buyer’s decision making when choosing a particular vehicle brand. Based on the findings, recommendations are made to dealers and OEM’s. These recommendations are practical and also linked to previous research as presented in the literature. Dealerships and OEMs should therefore take cognizance of these results and improve on these factors to influence vehicle buying behaviour. These factors should also be used as strong marketing components when advertising and selling vehicles. The value for money provided by vehicles should be emphasised. The link between Quality, Safety, and Price should therefore be accentuated.
- Full Text:
- Date Issued: 2019
NMMU business school alumni satisfaction factors with the MBA program
- Authors: Bosman, Jeremy Maurice
- Date: 2017
- Subjects: Business schools -- South Africa -- Port Elizabeth Master of business administration degree , Students -- South Africa -- Port Elizabeth Consumer satisfaction -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/14686 , vital:27822
- Description: In a fast-paced dynamic world, the key to success lies in the ability to accept change and to rapidly respond to demands placed by ever increasing competitive environments. In business, the impact of products and services in meeting or exceeding customer’s expectations in such environments is measured by customer satisfaction and the importance thereof cannot be downplayed, thus providing management with a metric that guides and augments change. Subsequently, these dynamic competitive forces are pushing sectors such as Higher Education into the realm of service industries, where stakeholders such as students and alumni are viewed as customers. Correspondingly, measuring their satisfaction has become important as this provides strategic insight, whilst enhancing academic programmes and the student experience. The purpose of this research study was to identify the factors that determined satisfaction with the MBA programme as viewed by students and the alumni of the Nelson Mandela Metropolitan University Business School. Furthermore, it advanced the field of stakeholder theory by identifying alumni as a key stakeholder in business schools. Consequently, the research was exploratory and consisted of quantitative and literature components where hypotheses were developed and relationships between factors analysed, in addition to the literature reviewed. The literature introduced key concepts to this study, such as alumni as stakeholder, alumni satisfaction, satisfaction with the MBA programme, measuring alumni satisfaction, MBA alumni networks and alumni communication. The factors that determined alumni satisfaction were identified by means of a statistical analysis of the data collected by the research instruments. Correspondingly, the findings indicate various factors determine satisfaction with the independent variables highlighted in this study, which are the Facilities, the MBA Programme, the Social Experience, the NMMU Business School Alumni Chapter, the NMMU Business School brand and Communication. Furthermore, it was established that there is a significant link between Social Experience, the NMMU Business School Alumni Chapter, the NMMU Business School Brand, Communication and Alumni Satisfaction.As services industries such as Higher Educational Institutions get exposed to competitive pressure, customer satisfaction comes to the fore and there are certain factors that need to be addressed to enhance satisfaction. Subsequently, this study highlights this pressure and satisfaction levels can certainly be improved by the institution across all the independent variables identified, especially in areas such as the NMMU Business School Alumni Chapter and Communication. Consequently, the NMMU Business School, for the first time have metrics to identify the factors that determine satisfaction with the MBA programme as viewed by their alumni and resultantly can strategically benefit by taking the views of their most important stakeholder into account.
- Full Text:
- Date Issued: 2017
- Authors: Bosman, Jeremy Maurice
- Date: 2017
- Subjects: Business schools -- South Africa -- Port Elizabeth Master of business administration degree , Students -- South Africa -- Port Elizabeth Consumer satisfaction -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/14686 , vital:27822
- Description: In a fast-paced dynamic world, the key to success lies in the ability to accept change and to rapidly respond to demands placed by ever increasing competitive environments. In business, the impact of products and services in meeting or exceeding customer’s expectations in such environments is measured by customer satisfaction and the importance thereof cannot be downplayed, thus providing management with a metric that guides and augments change. Subsequently, these dynamic competitive forces are pushing sectors such as Higher Education into the realm of service industries, where stakeholders such as students and alumni are viewed as customers. Correspondingly, measuring their satisfaction has become important as this provides strategic insight, whilst enhancing academic programmes and the student experience. The purpose of this research study was to identify the factors that determined satisfaction with the MBA programme as viewed by students and the alumni of the Nelson Mandela Metropolitan University Business School. Furthermore, it advanced the field of stakeholder theory by identifying alumni as a key stakeholder in business schools. Consequently, the research was exploratory and consisted of quantitative and literature components where hypotheses were developed and relationships between factors analysed, in addition to the literature reviewed. The literature introduced key concepts to this study, such as alumni as stakeholder, alumni satisfaction, satisfaction with the MBA programme, measuring alumni satisfaction, MBA alumni networks and alumni communication. The factors that determined alumni satisfaction were identified by means of a statistical analysis of the data collected by the research instruments. Correspondingly, the findings indicate various factors determine satisfaction with the independent variables highlighted in this study, which are the Facilities, the MBA Programme, the Social Experience, the NMMU Business School Alumni Chapter, the NMMU Business School brand and Communication. Furthermore, it was established that there is a significant link between Social Experience, the NMMU Business School Alumni Chapter, the NMMU Business School Brand, Communication and Alumni Satisfaction.As services industries such as Higher Educational Institutions get exposed to competitive pressure, customer satisfaction comes to the fore and there are certain factors that need to be addressed to enhance satisfaction. Subsequently, this study highlights this pressure and satisfaction levels can certainly be improved by the institution across all the independent variables identified, especially in areas such as the NMMU Business School Alumni Chapter and Communication. Consequently, the NMMU Business School, for the first time have metrics to identify the factors that determine satisfaction with the MBA programme as viewed by their alumni and resultantly can strategically benefit by taking the views of their most important stakeholder into account.
- Full Text:
- Date Issued: 2017
Assessing the impact of the lean manufacturing supplier development practices of an Eastern Cape vehicle manufacturer
- Authors: Botha, Christo Johannes
- Date: 2006
- Subjects: Production management , Automobile industry and trade -- South Africa -- Eastern Cape , Industrial procurement
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8558 , http://hdl.handle.net/10948/480 , Production management , Automobile industry and trade -- South Africa -- Eastern Cape , Industrial procurement
- Description: The world automotive industry has evolved through different manufacturing methodologies over many decades. It originated from craft production, but was transformed to mass production by Henry Ford in response to increased market demand. The methodology developed by Henry Ford made it possible to produce quality vehicles in large numbers and at affordable cost to the general public. However, it cannot deliver a great variety of products to the marketplace. Mass production was overtaken by a new automotive manufacturing methodology developed in Japan after World War II. The methodology, commonly referred to as lean production, yields consistently high quality products at even lower costs, whilst being able to deliver a variety of products to the consumer. The effectiveness of the lean production methodology hinges upon the strength and closeness of the relationships that exist between the assembler and its suppliers. Different models have been developed over time to describe the relationships between automotive assemblers and their suppliers. The lean supply model is generally accepted as an effective way of describing the relationships that exist between an automotive assembler and its first tier suppliers in a lean manufacturing environment. The research study aims at gaining an improved understanding of the relationships that exist between a selected Eastern Cape automotive assembler and its first tier suppliers. The effect of its supplier support practices towards lean manufacturing implementation amongst its first tier suppliers is evaluated. For the selected assembler it is found that the effect of its supplier support practices on lean manufacturing implementation amongst its first tier suppliers is limited by a non-uniform approach followed towards the supplier base. It is shown that opportunities for improvement exist for the selected assembler to develop closer relationships with its first tier suppliers to increase its global competitiveness.
- Full Text:
- Date Issued: 2006
- Authors: Botha, Christo Johannes
- Date: 2006
- Subjects: Production management , Automobile industry and trade -- South Africa -- Eastern Cape , Industrial procurement
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8558 , http://hdl.handle.net/10948/480 , Production management , Automobile industry and trade -- South Africa -- Eastern Cape , Industrial procurement
- Description: The world automotive industry has evolved through different manufacturing methodologies over many decades. It originated from craft production, but was transformed to mass production by Henry Ford in response to increased market demand. The methodology developed by Henry Ford made it possible to produce quality vehicles in large numbers and at affordable cost to the general public. However, it cannot deliver a great variety of products to the marketplace. Mass production was overtaken by a new automotive manufacturing methodology developed in Japan after World War II. The methodology, commonly referred to as lean production, yields consistently high quality products at even lower costs, whilst being able to deliver a variety of products to the consumer. The effectiveness of the lean production methodology hinges upon the strength and closeness of the relationships that exist between the assembler and its suppliers. Different models have been developed over time to describe the relationships between automotive assemblers and their suppliers. The lean supply model is generally accepted as an effective way of describing the relationships that exist between an automotive assembler and its first tier suppliers in a lean manufacturing environment. The research study aims at gaining an improved understanding of the relationships that exist between a selected Eastern Cape automotive assembler and its first tier suppliers. The effect of its supplier support practices towards lean manufacturing implementation amongst its first tier suppliers is evaluated. For the selected assembler it is found that the effect of its supplier support practices on lean manufacturing implementation amongst its first tier suppliers is limited by a non-uniform approach followed towards the supplier base. It is shown that opportunities for improvement exist for the selected assembler to develop closer relationships with its first tier suppliers to increase its global competitiveness.
- Full Text:
- Date Issued: 2006
A business plan for an international squid business
- Authors: Botha, Gerald
- Date: 2009
- Subjects: Business planning -- South Africa Strategic planning -- South Africa , Seafood industry -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21604 , vital:29716
- Description: Talhado Fishing Enterprises (Pty) Ltd is a squid fishing company founded in 1988, with sea and land based freezing facilities. Operating from the East coast situated in the Port Elizabeth harbour, the company processes and packages its caught and bought out product for sales to its export customers situated in Spain and Italy. The company is privately owned, 38.8 percent owned by previously disadvantaged persons. This study examines the whether it would be feasible to expand its operations into the USA, namely into the California area where a squid fishery exists. The study further centres around the company’s existing markets, namely Spain and Italy, to establish whether demand exists to purchase this Californian squid specie. The reason for the study is that due to legislative and political issues growth in the squid industry in South Africa is limited. It is therefore considered pertinent to source further supply of product in order to expand its business. The aim of the study is establish whether it is feasible to expand the company’s operations internationally and does the outcome of this initial study warrant the development of an in depth business plan. In order to achieve these objectives the following approach was followed: A comprehensive literature study was conducted with regard to the industry internationally and locally; Interviews was conducted with independent experts such as attorneys and industry role players situated in California; Potential sellers of businesses were sourced in the California and interviews were arranged with these role players; The response to the interviews was measured against the literature study conducted and financial statements supplied.
- Full Text:
- Date Issued: 2009
- Authors: Botha, Gerald
- Date: 2009
- Subjects: Business planning -- South Africa Strategic planning -- South Africa , Seafood industry -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21604 , vital:29716
- Description: Talhado Fishing Enterprises (Pty) Ltd is a squid fishing company founded in 1988, with sea and land based freezing facilities. Operating from the East coast situated in the Port Elizabeth harbour, the company processes and packages its caught and bought out product for sales to its export customers situated in Spain and Italy. The company is privately owned, 38.8 percent owned by previously disadvantaged persons. This study examines the whether it would be feasible to expand its operations into the USA, namely into the California area where a squid fishery exists. The study further centres around the company’s existing markets, namely Spain and Italy, to establish whether demand exists to purchase this Californian squid specie. The reason for the study is that due to legislative and political issues growth in the squid industry in South Africa is limited. It is therefore considered pertinent to source further supply of product in order to expand its business. The aim of the study is establish whether it is feasible to expand the company’s operations internationally and does the outcome of this initial study warrant the development of an in depth business plan. In order to achieve these objectives the following approach was followed: A comprehensive literature study was conducted with regard to the industry internationally and locally; Interviews was conducted with independent experts such as attorneys and industry role players situated in California; Potential sellers of businesses were sourced in the California and interviews were arranged with these role players; The response to the interviews was measured against the literature study conducted and financial statements supplied.
- Full Text:
- Date Issued: 2009