Theses and dissertations (Management Sciences)

Permanent URI for this collectionhttp://ir-dev.dut.ac.za/handle/10321/14

Browse

Now showing 1 - 20 of 79

The ability of the South African Small Medium Enterprise Development Programme to promote economic growth and employment
(2008) Jessup, Dylan; Myburgh, Cornelius; Raap, Peter John
The ability of the South African Small Medium Enterprise Development Programme to promote economic growth and employment. The Department of Trade and Industry (DTI) offers the Small Medium Enterprise Development Programme (SMEDP) incentive grant programme to qualifying manufacturers in South Africa. The status of the progress of this incentive grant programme is unknown. The DTI alluded to an impact study in the 2004 DTI Annual Report but no further reference or publication of results of the impact study has been made. The objectives of the study are to investigate the following three criteria of the SMEDP and to develop benchmarks and recommendations for future incentive grants offered by the DTI. • Rationale for implementation of SMEDP; • Exploration of SMEDP merits; and • Measure of SMEDP success. The study is a secondary analysis design with both qualitative and quantitative components. The qualitative component allows the researcher to reflect on the process by which the incentive programme under investigation came into being, whilst the quantitative component allows for comment on the result of the process as per the markers developed in the qualitative component of the design. There were 152 sample cases used in the study. The outcome measures are the output measures stated in the Medium Term Strategic Plan which are: • The number of jobs sustained. v i • The number of jobs created. • The number of Greenfield’s projects supported. • The fixed investment in Rand terms. • The improvement in employment levels. The DTI achieved certain of the stated objectives. The empirical data analysed confirms the achievement of these objectives. There is scope for further empirical investigation for the future development of incentive grants. The contribution of the SMEDP to economic growth and employment growth is evident and such government interventions should be continued. The recommendations from the study include further investigation into the following areas to improve the benefits provided by manufacturing incentive programmes: • Limit the incentive to a specified Rand value per job created; • Volume driven turnover growth not price driven turnover growth; • The continued inclusion of expansions in future programme; and • Specified sector programmes i.e. textile sector.
Analysing rural tourism motivation factors and ICT adoption with specific reference to Malealea Lodge in Lesotho
(2015) Tsephe, Neo Puleng; Mnguni, Erasmus M.; Eyono Obono, Seraphin Desire
Tourism can be classified either as urban tourism or as rural tourism, and it is one of the fastest growing industries globally. Rural tourism is usually associated with rural development because it has strong linkages to rural resources; but it remains underdeveloped compared to urban tourism. This underdevelopment of rural tourism serves as a motivation for this study whose aim is to examine the factors affecting the perceived satisfaction of rural tourists especially in this digital world where Information Communication and Technology (ICTs) is pervasive. In fact, ICT has transformed the travel industry in a remarkable way. The objectives of this study were: I) to select suitable theories that can explain the perceived satisfaction of rural tourists; ii) to design a conceptual model of the factors affecting the perceived satisfaction of rural tourists; iii) to empirically test the planned conceptual model of the perceived satisfaction of rural tourists, and, iv) to recommend measures to be taken for the improvement of the satisfaction levels of rural tourists to the point where they can significantly contribute to the full development of rural tourism. These objectives were achieved using content analysis of existing literature on rural tourism satisfaction and through a survey of tourists from the Malealea Lodge which is located in the Mafeteng District, in the Mountain Kingdom of Lesotho. The results of this study are the following: I) the push and pull motivation theory was selected to explain the perceived satisfaction of rural tourists; ii) rural tourism demographics, their push and pull motivation, and their level of ICT adoption were hypothesized as the factors that affect tourists satisfaction with their rural tourism experiences; iii) the satisfaction of rural tourists with their rural tourism experience is affected by their occupations (demographic factor), by their level of ICT adoption, and by their pull motivation; and this satisfaction is not affected by other demographic attributes nor by the push motivation of rural tourists; iv) it is recommended that rural tourism marketing be increased in order to attract clients from other regions besides Africa and Europe and other age groups apart from young Africans which were found by xiii this study to be the biggest rural tourism clientele group, and that peace and security be maintained in rural tourism destinations as these two attributes were found to have an effect on the perceived satisfaction of rural tourism. Finally, more research should be conducted on the effect of ICT adoption on rural tourism satisfaction.
Analysis of consumption patterns and their effects on social cohesion from a Zulu cosmology perspective
(2017) Lombo, Sipho; Msweli, Pumela
Using historic and ethnographic data collected from KwaZulu-Natal, this study examines food consumption from the Zulu Cosmology epistemic point of view. The study highlights as a prosocial behaviour that reduces the importance of self in favour of pro social norms of sharing and selflessness. In other words, personhood is understood as a process and the product of interconnectedness experienced in social spaces. Pro-social behaviour is therefore seen as a determinant of harmonious and social cohesive communities. The study concluded that social cohesive communities develop a set of cultural protocols and boundaries that reward prosocial norms and punish antisocial behaviour. Social cohesion as a concept was also found to be inseparable from the notion of shared values, identities and norms. The study delved deeper and found that the land, the livestock and the cultural rituals to honour the living and the dead defined a unique interconnectedness of the Zulu person to his culture. Eating and eaten products were part of a uniting culture that linked a Zulu man, woman, girls, old men and women to other people, their animals and their land. Zulu people lived for, and with, other people in peace. No man or family would go hungry. Immediately that becomes known, another man would give the destitute man a few cattle to start his own flock and feed his family. This and other eating rituals contributed to a strong, peaceful and social cohesive nation of King Shaka ka Senzangakhona. On the basis of the understanding of the cultural rituals, their link with the land and animal the study concluded that land restitution and agrarian policies can be enhanced by taking into consideration their need for land to cultivate vegetables and fruits that have cultural meaning, policies that enable to have livestock as well as space to practise their culture. The study is envisaged to inspire social welfare and community development policies that instil the prosocial values of Ubuntu and interconnectedness.
An appraisal of Corporate Social Responsibility (CSR) initiatives in the tourism industry in Durban, KwaZulu-Natal
(2020-05) Doncabe, Thembeka; Chetty, Gopalkrishna
The aim of the study is to assess current Corporate Social Responsibility (CSR) activities employed across the tourism industry in Durban, with the primary objective of the study to examine the extent to which the tourism industry in Durban engages in CSR activities. CSR is an important part of sustainable development and should be merged with company values, described as comprising of human rights, monitoring, stakeholders’ rights and employee rights. In South Africa (SA), CSR has been evident for a number of years, with its nature and context shaped by apartheid. With tourism being part of the service industry, it is of great importance that these stakeholders are put at the forefront. Globalisation pressure and the increasing burden on governments to provide comprehensive social services has resulted in the need to better understand how organisations play a role in sharing these burdens. The city of Durban has an extensive tourism and hospitality industry that grows continuously annually and as such, industry players should initiate and participate in CSR programmes. Global changes with travellers and the industry are greatly influencing the implementation of CSR in Durban. Study findings are based on a sample of 96 respondents, with a response rate of 76 percent for the selfadministered questionnaire employed for data collection from 4-and 5-star accommodation establishments in Durban, as well as domestic airlines that service KwaZulu-Natal (KZN). Results suggest the Durban tourism and hospitality industry is fairly involved in CSR, with a few exceptions. Nonetheless, many respondents indicated challenges they face in CSR initiative implementation, including the lack of assistance from organisations that drive tourism. They believe further training on CSR implementation and support would greatly influence levels of CSR implementation. The findings in this study reveal that environmental impact measures and or activities are at the forefront of CSR activities for both airlines and the hotel sector. Activities with the environmental impact measures include minimising energy consumption, such as using energy saving globes and solar panels, waste minimisation, waste recycling, and protection of the natural environment. Findings derived from the study will unveil more opportunity regarding CSR in Durban and will inform those organisations involved in tourism promotion and development to act accordingly in assisting industry participants.
Assessing customer satisfaction from the services delivered by Eskom Academy of Learning (EAL) : a case study of Eskom KwaZulu-Natal Operating Unit
(2023) Thusi, Cynthia Zibuyile; Xulu-Gama, Nomkhosi
The Eskom Academy of Learning in KZN (KwaZulu-Natal) occupies the role of Learning and Development; therefore, it provides training to employees for the sole purpose of closing the competency gap by building a highly skilled workforce that will meet the strategic objectives of the organization. The main purpose of this study was to assess the services delivered by Eskom Academy of Learning, with a particular focus in Eskom KZN. The three objectives of the study were to assess customer satisfaction from the services delivered by Eskom Academy of Learning KZN, to identify areas of improvement within Eskom Academy of Learning KZN and to recommend practical strategies for enhancing customer service in Eskom Academy of Learning KZN. This study used a mixed methods approach to conduct the survey. The target population was 185 Eskom employees for quantitative survey and 5 senior managers for qualitative survey. This included male and female students employed within Task Grading T05-E Band. Two data collection instruments were developed for the study, to satisfy the requirements of the design. Following the online questionnaire, which was structured on a five-point Likert scale, in-depth personal interviews were conducted. To select participants for the quantitative data collection, the researcher used systematic random sampling. Quantitative data analysis was conducted first, using the Statistical Package for the Social Sciences (SPSS) version 28.0; while thematic analysis was used to analyse data obtained from interviews. The results indicated that the Eskom Academy of Learning has been effective in meeting its goals, indicated by a significant level of satisfaction among employees. The findings further revealed the determinants of customer satisfaction. While the academy has largely been able to satisfy the employees, information gathered from the interviews identified areas that require improvement. Four main strategies are suggested for the improvement of customer service in Eskom Academy of Learning, namely: fostering a culture of customer satisfaction surveys, being aware of the business training needs through Individual Development Plans, proactive planning of training interventions and conducting on-job post assessments to determine if training received was relevant and effective.
An assessment of the tourism curriculum and its impact on the WIL experience
(2022) Coopasami, Mealine; Sucheran, Reshma
The rapid growth of tourism in South Africa has seen tourism businesses flourish in recent years which has led to many higher educational institutions (HEIs) offering tourism qualifications to curb the growing demand for professionally educated and trained staff. The South African government has placed much emphasis on the development of tourism skills and the quality of education that students receive. Based on these crucial factors the preparedness of graduates must be addressed. One of the fundamental approaches that HEIs have implemented is the incorporation of Work Integrated Learning programmes into tourismrelated qualifications. However, literature reveals that there still remains a gap between the theoretical knowledge dispensed to students by HEIs and their ability to apply industry-specific skills during their engagement with the tourism sector. The aim of this research was to assess the tourism management curriculum at the Durban University of Technology (DUT) and its effect on the students Work Integrated Learning (WIL) experience. WIL plays an integral role in the tourism management qualification offered at DUT and it is necessary to assess whether the WIL component adequately aligns with the learning objectives of the tourism programme. The population comprised of graduates who were registered for the National Diploma in Tourism Management and who participated in WIL between the years 2015 to 2019. A quantitative approach was employed in this research by means of a structured online questionnaire to collect primary data. A non-probability sampling method was used to obtain a representative sample of 106 tourism management graduates. An analysis of the empirical data obtained from the questionnaires was conducted using the Statistical Package for Social Sciences (SPSS), Version 26.0 software, and Excel. The key findings revealed that the tourism management curriculum offered at DUT effectively addressed various areas that pertained to the tourism industry. Furthermore, the study found the curriculum content prepared graduates with the knowledge and expertise required to fully understand the concepts and the realities of a career within the South African tourism market. Graduates indicated that the lack of technological training in tourism systems was cause for concern as these systems are crucial for the day-to-day operations of tourism businesses, the host organizations capacity to train graduates must be an area of focus as graduates use these experiential learning as a stepping stone to begin their careers in the tourism sector and finally, during WIL the assessment activities used should align with the learning objectives outlined in the curriculum. The current research made recommendations aimed at addressing the preparation phase of the tourism graduates in order to address the lack of employability skills.
Barriers to and determinants of funding sustainable development projects in developing countries : a case study of the eThekwini Municipality
(2017) Sangham, Anilrai I.; Msweli, Pumela
The purpose of this study was to evaluate the barriers to and the determinants of funding sustainable development through the implementation of the Clean Development Mechanism at the Bisasar Road and Mariannhill landfill sites. The Clean Development Mechanism is an economic construct, arising out of the Kyoto Protocol (UNFCCC 2004:10), and formulated to promote social and economic welfare by transferring technology in such a manner, that it promotes sustainable development and ecological renewal. The stated goal of CDM (UNFCCC: 10) is to reduce harmful emissions and thereafter, to produce sustainable development and ecological renewal. This research utilised the case study methodology as advocated by Eisenhardt (1989:538). The study employed multiple data collection methodologies which included face-face interviews, within case analysis, triangulation, field notes and photographs. An important component of the data collection methodology was to access financial records of revenue flows for the CDM implementation process from January 2009 to December 2015. The research found that there is no conclusive evidence to suggest that the Clean Development Mechanism, as implemented at Bisasar Road and Mariannhill, reduced carbon emissions. Further, the study found that the production of clean energy produced financial losses rather than revenues for funding sustainable development. The relevance and value of this research lies in the presentation and formatting of the Systematic Sequential Analysis Model. The purpose of the Systematic Sequential Analysis Model is to introduce a series of financial, macro-economic, micro-economic, and technical sustainability filters for the implementation of the Clean Development Mechanism in developing countries.
Community participation and tourism development in KwaZulu-Natal : a case study of the Didima Resort and the Umhlwazini community, Drakensberg
(2017) Ngxongo, Nduduzo Andrias; Chili, Nsizwazikhona Simon
This thesis discusses the concept of community participation and tourism development in KwaZulu-Natal using a case study of the Didima Resort and Umhlwazini community in Bergville, Drakensberg. In order to examine the research topic, the thesis scrutinizes the following key concepts: community participation in tourism development; tourism development initiatives for the local community of Umhlwazini; and, the contribution of tourism development towards community enhancement. The research was guided by four research objectives: (1) To investigate the level of understanding and awareness that the Umhlwazini community have regarding tourism development and the importance of community participation; (2) To investigate whether there is active community participation and whether there are tourism development initiatives or practices the resort authority is offering to the local community; (3) To ascertain strategies employed by Didima Resort to encourage maximum participation of communities for development of tourism at Umhlwazini; and, (4) To identify problems that hinder the community's participation in tourism development at Umhlwazini. The outcomes from the interviews indicate that the majority of the Umhlwazini community members are willing and interested in participating in the development of the tourism initiatives happening at Didima Resort and within their community. Currently, the community's participation in tourism development in their area is predominantly at the level of temporary jobs which are occasionally offered to unskilled labour. Work opportunities for skilled workers are non-existent so that not even a single member from the community is part of the Didima Resort management team. Recommendations arising from the study include but are not limited to the following: There must be a vigorous, selfless and mutual cooperation between the following role players; Amangwane Traditional Council, Ezemvelo KwaZulu-Natal Wildlife (Didima), Ingonyama Trust, Okhahlamba local municipality and the community of Umhlwazini. This association will ensure that the interests of the community are taken into account and that the community is part and parcel of any tourism development projects taking place in the Umhlwazini area. There is an obligation for community enhancement programs such as tourism awareness campaigns and tourism seminars in the Umhlwazini community. Ezemvelo KwaZulu-Natal Wildlife (EKZNW) must put more effort into advertising and promoting community products such as bicycle hire and handcraft work. That effort can increase the visibility and sales of such community products. Community problems appear to be more noticeable than benefits. Some of the problems identified are: the lack of jobs from Didima Resort; no improvement in the infrastructure of the community; local artistic talent is not utilised during mega events happening at Didima. The lack of tourism awareness and education was identified as two main causal factors that impede community participation in tourism development, as well as the breakdown of communication between Ezemvelo KwaZulu-Natal Wildlife and Umhlwazini leadership (traditional council and contemporary political councillor). According to the outcomes derived from analysis of the data from interviews, this research study concludes that local community members desire to play an active role in the tourism development process of Didima and Umhlwazini. In general, community members want to see decisions about tourism development in their area made co-operatively by Ezemvelo KwaZulu-Natal Wildlife, Okhahlamba municipality and local leaders (Amangwane Traditional Council) in consultation with the local community of Umhlwazini. They also want to be recipients of tourism benefits and want transparency regarding the community levy fund which is meant to support community projects. This research study further concludes that there is great potential for community participation in tourism development initiatives at Umhlwazini community and Didima Resort. There are various tourism opportunities for the community which can be explored including a traditional restaurant and a cultural village which would benefit the community immensely. The community of Umhlwazini needs to be empowered with knowledge, business skills and financial assistance to start business ventures. It is only when the local community benefits financially that their participation in tourism development will become meaningful to them.
A comparative analysis of the performance of traditional advertising media and online media for the promotion of tourism in KwaZulu-Natal
(2018-04-23) Madondo, Elvis; Moodley, Padhma
This is a comparative study of the performance of online media and traditional advertising media for the promotion of tourism in KwaZulu-Natal, South Africa. Durban Tourism (2013: 1) states that although KZN has done well to attract and hold major events in the Durban City, the number of visitors has declined since the last five years. There is a need for ongoing efforts to promote the tourism industry for it to remain competitive and continue contributing to the welfare of the people. Modern age advertising is divided into two main groups, traditional media and online media advertising. In the past, the tourism industry and other business organisations relied heavily on traditional media to market their products and services (Strategic Direction 2016: 9). However, the advancement of network technologies and the increasing penetration of the Internet have prompted increasing numbers of organisations around the world to use online (Internet) advertising in order to attract more customers in cyberspace, and to enhance their product sales and company profile. Goyal and Sharma (2013: 46) further claim that the advent of online media in tourism business has altogether revolutionised the whole system of performing business and brought about new ways of promoting business. In light of these developments, many marketing practitioners fear that traditional media have entered a death spiral and are no longer competitive in doing meaningful business. They believe that traditional media will succumb to technology innovations that revolutionised the promotion industry (Chao et al. 2012: 12). In this contemporary tourism marketing environment, the performance of traditional advertising media and online media needs to be revealed in order to guide media choice decisions by tourism marketers and authorities. This study employed a descriptive research design which aimed to achieve the objectives of the research through the use of mixed research methods. For this reason, two separate surveys were carried out. Non-probability sampling techniques were employed in recruiting the participants. The design employed two research instruments in the form of a structured questionnaire and structured interviews. Four hundred questionnaires were distributed to tourists at the Durban beachfront, Gateway Mall, Durban Station, and other public places that were convenient to the researcher and the researcher managed to get a 75% response rate. In addition to this, seven interviews were conducted with Durban Tourism and Tourism KwaZulu- Natal authorities, as well as marketing managers of selected Hotels and Travel Agents. The findings revealed that traditional media and online media are more or less equally competitive for the promotion of tourism. Traditional media is still effective for the promotion of tourism in this digital age, most especially in the domestic market. Though tourists used to turn to few sources, they now use various information outlets available at their disposal. Tourism marketers and authorities need to come to terms with traditional media and online media coexistence. There is no need to rely on one media to do it all. Where traditional media lacks, online media must be there to make up the difference and enhance the tourist’s experience. The results led to the creation of the tourism promotion framework which outlines that the tourism sector needs an integrated media choice approach. Further research on the same area covered by this study is required on an ongoing basis in order to keep abreast of the developments in the market. The media environment is unpredictable as completely different media can be developed and tastes and preferences of people change.
Consumer attitudes towards curbside recycling of waste within the eThekwini municipality area
(2006) Abbu, Allan Robert
Consumer attitudes play an important role when it comes to waste management. Consumers, who purchase any number of packaged goods also dispose of or discard waste in large quantities. In the business sector the introduction of new technologies in the production cycle is imperative, and this technology involves discovering more cost effective methods of reducing and reusing solid waste as a resource. The challenge for the eThekwini Municipality is to discover ways to reduce the volume of waste disposed at the landfills. This study determines the attitudes of consumers towards curbside recycling specifically within the eThekwini municipal region. This study focuses on various theories and evaluates ways in which waste prevention and reduction initiatives can be employed to protect the depletion of natural resources.
Consumer perceptions of green products, purchasing behaviour and loyalty
(2018-06-14) Chikosha, Felix; Potwana, Nobubele
Green products have gained prominence on the market largely due to their perceived benefits of environmental sustainability. In view of the growth in influence of green products, the objectives of the study were to determine the impact of product quality on purchase intention for green products; ascertain the influence of environmental concerns on purchase intention for green products; establish the influence of situations affecting green product purchase on purchase intentions for green products; establish the impact of preference for green products on purchase intention and to assess the impact of purchase intention on re-purchase intention of green products. To establish these facts the study adopted a quantitative methodology, which made use of a self- reporting questionnaire which was administered to consumer households as the target population. For the suburban areas and locations, simple random sampling was done by arbitrarily picking out a number from the housing list secured from the Municipality. In the city center, convenience sampling was done by arbitrarily approaching consumers buying in shopping malls. The 497 responses received were accepted as the sample size of this study. Data collected was captured and analysed on Statistical Package of Social Sciences (SPSS) v22.0 and Analysis of Moment Structures (AMOS) v 24.0 to yield descriptive and inferential statistics. Structural Equation Modelling was then used to provide estimates of the strength of all the hypothesised relationships. The key findings of the study were that green purchase intention was significantly and positively influenced by product quality, environmental concern, preference for green products, environmental responsibility and selection attributes, but not by situations affecting purchase behaviour. Purchase intention has a strong correlation with re- purchase intention. The implications of the findings to marketers are that they need to formulate and implement green marketing strategies to improve consumer perceptions of green products. It is also suggested that marketers drop deceptive marketing practices that cause consumers to be skeptical about green products. Future research may need to be directed at green marketing practices to see what business is doing to enhance the adoption of green products by consumers.
Corporate social investment : communication challenges facing selected Johannesburg Securities Exchange listed organisations
(2012-11-29) Ngobeni, Uzothile; Rawjee, Veena P.; Reddy, Karunanidhi
Corporate Social Responsibility (CSI) is an issue with a growing business value in South Africa. The increasing emphasis on CSI is affecting the relationship between organisations and their various stakeholders, such as investors, customers, vendors, suppliers, employees, communities and government. The stakeholders of an organisation play a vital role in the process of CSI planning and execution. There is a need to communicate CSI activities to stakeholders, as well as to monitor the flow and role of communication within the CSI context. While it is generally agreed that companies need to manage their relationships and communication with their stakeholders, the way in which they choose to do so varies considerably. Challenges in communicating corporate social responsibility do exist – for example, communication channels that are used in CSI, scepticism towards company messages and potentially hostile reactions from the media, complex community engagement processes, diversity of the audience, misunderstanding with special interest groups such as employees and government regulations. The diverse information requirements of different stakeholder groups also present special communication challenges, and these requirements are examined in turn. Given this background, the purpose of this study is to investigate communication in CSI practice. This study seeks to understand communication challenges facing CSI and communication channels that are used in CSI. Lastly, this study offers recommended best practices that can be applied in CSR communication. Although CSI is gaining a role as a strategic business function, however the literature review presented in this paper shows that CSI communication is still an area to be explored. One of the arguments presented in the literature review originate from Maignan & Ferrell (2004:17) that “Businesses cannot hope to enjoy concrete benefits from CSR unless they intelligently communicate about their initiatives to relevant stakeholders”. Communication challenges in CSI exist mainly in the process of transmission and receiving of messages from sender to receiver. The selection of the proper channels to disseminate information is also a challenge. These challenges arise mainly in rural and underdeveloped areas. In most instances, these communities lack infrastructure such as electricity and telecommunication which facilitate the dissemination of information. Commonly the communicator has to first do the necessary research in order to establish the most suitable medium for disseminating information to these communities. Illiteracy is also a major hurdle to communication in underdeveloped areas. This poses a challenge in that often messages have to be disseminated face to face, which can take time and requires expertise in communicating. The research method that was used to conduct this study is random sampling. A sample of thirteen organizations was drawn from the Johannesburg Securities Exchange (JSE) database of medium to large businesses that are actively involved in CSR programmes in South Africa. The findings in this study reveal that South African organisations are engaged in serious efforts to communicate and pro-actively integrate CSI as a strategic business phenomenon. These findings are significant to communications and CSI practitioners who wish to communicate with their stakeholders in CSI implementation. These findings will also benefit corporate executives who wish to engage in CSI communication. Non-Government Organisations (NGOs), Non-Profit Organisations (NPOs) and community organisations that wish to engage in CSI activities with corporate organizations, can also benefit from this study. In summary, CSI has grown from an ideology to a business reality and is now acknowledged as an important dimension of modern business practice. It is important that organisation examine their CSI communication in the context of the ever-changing business environment.
Corporate social responsibility and corporate governance : implementation and challenges for companies listed on the Johannesburg securities exchange
(2018-03) Anwana, Emem Otu; Reddy, Karunanidhi; Rampersad, Renitha
This study presents an investigation into the relationship between corporate governance (CG) and corporate social responsibility (CSR). The study also aimed at investigating the legal challenges of compliance with CG and CSR legislation posed to listed companies in South Africa in CSR implementation. To achieve these objectives of the study, questionnaires were administered to the top 100 companies listed on the JSE. Structured interviews were also conducted with selected personnel from these companies. The study reviewed literature and theories within South Africa and internationally that were significant to CG and CSR. The study examined the CG and CSR legislation, codes and regulations in South Africa and highlighted the challenges associated with compliance with such legislation. The study further investigated the implications of the challenges encountered by listed companies in implementing CSR and CG, and consequently the impact this has on the socio-economic development of communities within the company’s operational environment. The study therefore sought to investigate the measures that South African listed companies were exploring to mitigate the challenges relating to CSR implementation in view of the fact that they are mandated in terms of legislation to comply with all regulatory provisions relating to CG and CSR. From the findings of this study, a Synergy, Inclusiveness and Socio-economic Development (SIS) conceptual model was produced. This model aimed to assist and guide CSR managers, directors and other officials in addressing the challenges of legal compliance, as well as to act as a guide in implementing strategic CSR that will positively impact on the socio- economic development of communities as well as the companies triple bottom line. Findings from the study revealed that the synergy between CG and CSR, top management involvement in CSR, stakeholder’s inclusiveness, as well as integrated reporting of company non-financial performance, are factors that stimulate CSR implementation in South Africa. The findings also revealed that legal compliance, although challenging, plays a crucial role in supporting CSR activities and corporate behaviour amongst South African listed companies. Based on these findings, the study developed a conceptual graphical representation to assist and guide CSR managers, company directors and other officials on strategies that may be applied to overcome challenges associated with legal compliance with CG and CSR legislation.
A critical analysis of partnerships between public higher education institutions and the retail sector in KwaZulu-Natal
(2024-05) Ramraj, Upaasna; Rawjee, Veena Parboo; Govender, Jeevarathnam Parthasarathy
Retail industries are one of the major contributors to the gross domestic product (GDP) and an employment hub that encounters recruitment challenges in a competitive world. A common factor relating to these challenges is the failure to attract skilled employees to occupy vacant positions. A viable prospect is for higher education institutions to establish partnerships with the sector. This study; therefore, aims to investigate the role of partnerships between public higher education institutions and the retail sector in KwaZulu-Natal Province. It does so by outlining the key success factors influencing partnerships, identifying skills relevant to the retail sector, and determining how to build and strengthen partnerships between higher education and the retail sector. The study conforms to the pragmatic paradigm, assuming an exploratory descriptive and cross-sectional mixed methods approach. Using descriptive and inferential tests, quantitative data were generated from a survey of 80 exit-level students as well as store managers representing 128 retail stores in KwaZulu-Natal Province. Qualitative data was yielded from interviews and focus group discussions with general managers, regional managers and retail floor supervisors. The overall findings demonstrated that relationships between education and retail require further strengthening. The main findings show that the transition process for graduates from universities to the labour market is challenging due to the misalignment of skills. The passive approach of stakeholders’ is regarded as key to skill misalignment, necessitating crucial intervention. The study recommends significant structured engagement between the sectors to allow a smoother transition into the labour market through the availability of skilled personnel. The study provides a framework for effective partnerships to guide industry partners, academics, and policy developers in establishing and managing partnerships between education institutions and the retail sector.
Customer experience and customer loyalty : an assessment of retail multichannel banking in the Durban area
(2023) Kiliswa, Nancy Gathoni; Gathoni, Nancy
Customer experience (CX) has received substantial attention in empirical research in the recent past. While there has been growing research interest in customer experience, few studies have examined its relationship with other concepts such as customer loyalty, customer satisfaction and service quality. This study investigates the relationship between customer experience and customer loyalty in retail banking with multiple channels of distribution. Further, the study seeks to advance research on the relationship between customer experience and customer loyalty by exploring the mediation roles of customer satisfaction and service quality in the retail banking industry in South Africa. The South African retail banking industry is increasingly competitive and regularly confronted with new entrants. Technological innovations, regulatory requirements, changing customer expectations, demographics and new non-traditional industry entrants are disrupting the banking industry. The services offered by retail banks are highly undifferentiated and hence there is a need for banks to look for other ways to compete than through differentiation of products. When one of the banks introduces a new service to the market, other banks typically follow suit quickly by imitating it. Subsequently, core services offered by all banks tend to be very similar in nature and form. In addition, customers are highly knowledgeable and selective, and they are increasingly raising their expectations in terms of the quality of services they receive from the banks. In view of this, banks therefore need to have a clear understanding of their customers’ needs and develop relevant offerings that can retain their customers. Relationship marketing is believed to be one of the ways in which banks can create long-term relationships with their customers, thereby gaining their loyalty. Specifically, focusing their efforts on creating advantageous customer experiences, essential to forming long-term loyal relationship with the customers. Thus, this study is aimed at determining the relationship between customer experience and customer loyalty. This is achieved by exploring the influence of selected constructs, namely service quality and customer satisfaction, in order to analyse the role of customer experience as a predictor of loyalty. To achieve the objectives of the study, a quantitative descriptive research approach that was cross-sectional in nature was adopted. A non-probability convenience sampling method was followed to select a sample of 500 bank customers across the Durban region in KwaZulu-Natal, South Africa. A questionnaire was developed from validated measurement scales from previous studies and a literature review. Data was collected by means of a self-administered questionnaire that was distributed physically and online to bank customers. A total of 466 responses was received from the data collection process. The Statistical Package for the Social Sciences (SPSS) 24.0 and Smart Partial Least Square (SmartPLS4) were used to analyse the data. Using data from the survey and Partial Least Squares Structural Equation Modelling (PLS-SEM), a theoretical model was created and empirically tested. This model indicates that customer loyalty can be achieved by improving customer experiences, enhancing service quality and improving customer satisfaction. The results of descriptive statistics indicated an overall mean below 2.5. The presentation then progressed to the SEM analysis, which was done in two stages. The first stage examined the measurement model. As stated, the model in this study is a reflective hierarchical model. The CX construct is a reflective-reflective HOC, and its dimensions of feeling, behavioural, sensorial, cognitive and social are the LOCs; hence, a repeated indicator approach was used to assess the measurement model. The reliability of the reflective measurement model was assessed using indicator reliability, Cronbach’s alpha and composite reliability (rho_c). The convergent validity of the constructs was examined using AVE, while the Fornell Larker technique and the heterotrait-monotrait (HTMT) ratio were used to assess the discriminant validity of the constructs. Thus, using CFA, the validity by means of convergent and discriminant validity as well as the reliability of the model were established. After the measurement model was deemed fit, the structural model was examined by means of path coefficients, variance explained (R2 ) and predictive relevance (Q2 ). The R2 results for the structural model were above 0.65 for all variables, which is considered a substantially good fit, while the Q2 the values obtained were 0.616, 0.694 and 0.712 for customer loyalty, customer satisfaction and service quality respectively. The model was found to be satisfactory for both measurement and structural models, after which relationships among variables were tested for significance. All relationships were found to be positive and significant The results show the key role of customer experience and its impact on customer loyalty and that this relationship is mediated by customer satisfaction and service quality. These findings contribute towards improving the theoretical knowledge of the influence of customer experience on loyalty, and guide retail banks in developing and implementing appropriate customer experience strategies.
Development of an extension framework for smallholder farming in the Western Cape Province of the Republic of South Africa
(2018-12) Sebopetsa, Mohale Peter; Bayat, Mohamed Saheed
ABSTRACT Despite the role of extension being that of improving farming efficiency, public sector extension services is perceived to be ineffective and inadequate in improving sustainable smallholder farming. Several attempts have been made to improve the agricultural extension sector of the South African economy. However, there is still a growing concern for provision of effective and sustainable agricultural extension services to the majority of resource poor farmers who are involved in the bulk of agricultural production. The importance of the agricultural extension system therefore, remains that of a support service to enhance the ability of farming communities to respond to historic challenges and to exploit new opportunities. The aim of this study was to formulate an extension framework for smallholder farming in the Western Cape Province. The objectives of the study were to determine the effectiveness of government extension services, to assess the factors that could influence the linkages between smallholder farmers and extension services, to examine factors that could be perceived by public extension officers as challenges in smallholder farming, to evaluate the usefulness of new innovations introduced through the extension service department and to develop a framework for extension service delivery in the Western Cape in order to improve the effectiveness of this service. The study used an explanatory research design which involves both qualitative and quantitative research approaches. The study consisted of a randomly selected sample size of 213 smallholder farmers and the sampling technique was non-probability sampling such as typical case purposive sampling. The study revealed through descriptive analysis that the gender representation in the sample was more skewed towards the female (68.08%) majority. The age difference within the sample was also skewed towards youth and economically active smallholder farmers with the majority of respondents being illiterate and semi-illiterate in their educational profiles. Hence, 83.57% of these farmers benefited from short learning government agricultural training. Furthermore, the study revealed that in a less complex environment, sufficient agricultural advice, expert linkage and usage of video have significant impact on the effectiveness of government extension services with regards to smallholder farmers. In a more complex situation the evidence suggests that an increase in expert linkages and usage of videos are the most influential factors to drive the effectiveness of government extension services in these types of farmers. In addition, the findings indicate that at lower levels of educational achievement both male and female smallholder farmers view expert linkages as the most effective factor that could improve government extension service followed by the provision of sufficient agricultural advice and usage of video. The rankings amongst both male and female educated smallholder farmers suggest that the usage of video and expert linkage are the most effective instrument that could improve government extension services. The results further indicate that contacts, capacity building and demonstration have higher impact on the linkages between smallholder farmers and extension officers when network, communication and coordination were held constant. These imply that in an ideal situation, contacts, capacity building and demonstration have a higher degree of impact in determining the incremental and sustainable linkages for these stakeholders. However, poorly educated male smallholder farmers suggest that demonstration was more important in linking them with extension service whilst the female counterparts think that frequency of contacts was the most likely factor that could have linked them to this service. Higher educated smallholder farmers suggested that capacity building and demonstration were the most likely factors that could link them to extension services regardless of their gender differences. The results for the factors that could determine challenges and perceptions of extension services revealed that lack of financial access could significantly reduce the likelihood of extension services to be perceived positively whilst technology access was viewed to be significant in increasing the likelihood of extension services to be perceived as positive. Furthermore, access to technology is viewed by both male and female smallholder farmers as the key challenge to the image of the public extension officers with the lack of finance being regarded as the most challenge for male who have TVET and degree qualifications. The findings regarding the effectiveness of government extension point out that the extension service in Western Cape Province still require significant and sufficient linkages, advice and usage of videos to be effective. The study revealed that it was almost impossible to develop a one-size fit all approach, but suggested some key elements for such a framework to be able to respond to the needs of smallholder farmers. Regarding the linkages between farmers and extension services, the study has uncovered that there are varying linkages which point out that high impact linkages could be established through frequency of contacts, capacity building and demonstration. Furthermore, it is also evident that the challenges and the perception in the extension services still exist despite various initiatives and to avert such challenges and perception, financial and technical technology access is suggested to be essential.
E-consumer awareness of digital consumerism concerning free data resource exploitation
(2024-05) Serubugo, Ayub; Penceliah, Darry
The ubiquity of digital technology with powerful smart equipment has transformed digital marketing, paving the way for digital consumerism. Electronic consumer data is being freely exploited at an exponential rate through constant company surveillance for the purpose of predicting profits. E-consumer online behavioural data is progressively becoming a valuable asset for precise, granular online targeting. However, e-consumers are oblivious to the fact that their digital traces are being monitored in the process of navigating the internet. Additionally, e-consumers are unaware that their autonomy is being eroded by unfair, capitalistic digital surveillance and profiling technology. The aim of the study is to assess e-consumers awareness of the influence of digital consumerism on free data resource exploitation. A cross-sectional mixed method research design using a validated Likert-type scale questionnaire survey was administered to a non-probability convenience sample of 400 respondents. Thereafter, interviews were conducted using purposive sampling of participants until sufficient data was collected based on the point of saturation. The saturation point was reached after interviewing 20 participants. Online survey data was analysed by SPSS 28 computer software for descriptive and inferential statistics and AMOS was administered for structural equation modelling (SEM). The data from the interviews was analysed using NVivo pattern matching and content analysis. The results reveal that while some e-consumers are aware of free data exploitation, most e-consumers do not notice that their online behavioural data is being harvested and exploited by online retailers. The findings may assist digitalised companies to initiate loyalty programmes by compensating e-consumer data resource input. Further studies should be undertaken to explore the remediation models for free data exploitation. A remediation strategy by online retailers to recognise e-consumers data input is paramount with the current, rapid growth of digitalisation in today’s data-driven economy. A cross-sectional mixed method research design using a validated Likert-type scale questionnaire survey was administered to a non-probability convenience sample of 400 respondents. Thereafter, interviews were conducted using purposive sampling of participants until sufficient data was collected based on the point of saturation. The saturation point was reached after interviewing 20 participants. Online survey data was analysed by SPSS 28 computer software for descriptive and inferential statistics and Amos was administered for structural equation modelling (SEM). The data from the interviews was analysed using NVivo pattern matching and content analysis. The results reveal that while some e-consumers are aware of free data exploitation, most e-consumers do not notice that their online behavioural data is being harvested and exploited by online retailers. The findings may assist digitalised companies to initiate loyalty programmes by compensating e-consumer data resource input. Further studies should be undertaken to explore the remediation models for free data exploitation. A remediation strategy by online retailers to recognise e-consumers data input is paramount with the current, rapid growth of digitalisation in today’s data-driven economy.
The economic impact of tourism on the local community of Bergville
(2012-08-17) Mabaso, Simiso Lindokuhle; Parker, Kudayja Mahommed
Tourism is playing an increasingly important role in the local national economy. The outstanding beauty of the northern Drakensberg is a prime tourist attraction in KwaZulu-Natal, attracting a regular flow of tourists throughout the year (Drakensberg Tourism, 2007). The primary objective of this research is to investigate whether the benefits of tourism that are supposed to be reaped by the local community of Bergville, exist. If so, what are these benefits? There might be people from the local community, who are working within the tourism sector, but what are the types of jobs that they do, their level of job-satisfaction, and the extent to which they are able to earn a living from employment within the tourism sector? Do they have the necessary skills and training to allow them to make a successful career within sector? The White Paper on the Development and Promotion of Tourism (DEAT, 1996), states that with any tourism development in the local communities, local people should be involved in the decision making. They should be trained if they lack the necessary skills required to participate in that development. All these issues are relevant to Bergville as the region has a lot of tourism development, and it is a place that integrates tourism and conservation. The results and conclusions of this study are based on a sample of 307 members of the Bergville local community and 15 local tourism establishments including hotels, Bed and Breakfasts and community tourism organisations. The results suggest that tourism has a greater potential for job creation in the area, that the local community lack the requisite skills and understanding to fully reap the benefits that tourism can bring to their community and that the local tourism authority is not carrying out its mandate to support tourism in Bergville. Policy recommendations include greater collaboration amongst the community, the local tourism authorities and the private sector to promote Bergville as a prime tourism destination in the Drakensberg.
The educational value of fieldtrips in tourism education : a case of high schools in Pholela Circuit of KwaZulu-Natal
(2018) Zaca, Acquinath Kholeka Nombulelo; Hlengwa, Dumsile Cynthia
The study was designed to investigate the perceptions of teachers and learner of the value of fieldtrips in the teaching and learning of tourism as a subject at a high school level. This study is underpinned by the experiential learning theory as well as the theory of multiple intelligences. The theories focus on the concept of instrumentalism in education on learning by doing, while also catering for the different learning styles. It explains how learning is translated into practice by describing how fieldtrips are able to cater for different learning styles and afford learners the opportunity to learn in authentic environments. Fieldtrips are mentally and culturally enriching, rewarding and motivational to the learners. They also enhance the memory and critical thinking skills of the learners. Fieldtrips can be engaging leaving the learners with lasting impression if they are properly planned and linked to the learning outcomes. Fieldtrips also have the capacity to increase interest in the topic whether the learners have prior knowledge or not. In addition fieldtrips provide opportunities to study in real world settings. The above statements capture the advantages of using fieldtrips in teaching, learning and assessments activities especially in tourism education. The study used experiential learning and multiple intelligences as foundational theories because they were deemed relevant to the phenomenon of fieldtrips in tourism education. The research used both qualitative and quantitative methods to data collection and analysis in order to satisfy the aims of the study to determine the educational value of fieldtrips in tourism education, in high schools under Pholela Circuit in KwaZulu- Natal. Data from teachers and Heads of Departments (HODs) were collected using semi-structured interviews and questionnaires were used to collect data from the learners. A total number of 142 learners participated in the research study from the high schools that were targeted. A total of 5 Teachers and 5 HODs were also included in the study. The data collected from the responses were analyzed using SPSS version 24.0. The results are presented in descriptive statistics in the form of graphs, cross tables and inferential statistics. The most appropriate statistical procedures were used to make sense of the data acquired which resulted in the use of multiple methods to analyze the same data. Inferential techniques include the use of correlations and chi square test values; which were interpreted using the p-values. The researcher applied Pearson correlation in order to determine if a significant correlation existed between data. Qualitative responses from semi structured interviews were analyzed according to the thematic framework approach, with data organized into categories on the basis of themes and concepts after which interpretations and discussions were done. The result of the study revealed that there were numerous positive benefits that could be realised from using fieldtrips in tourism teaching especially in remote rural areas and learning which included, providing learners with experiential learning opportunities, active involvement in their own learning, and others The study also showed that tourism ought to be taught in an authentic environments to ensure quality education, relevance and to accommodate the entire learner and capture the attention of all the learners at least some of the time. The study also disclosed that fieldtrips lead to better attainment of learning outcomes, as learners show positive attitude and motivation towards tourism as a subject. It can also be concluded that fieldtrips improve learners’ social skills and improve relationships between the teacher and learners and among the learners, as they interact and learn together. In as much as there were some challenges peculiar to rural areas and the South African context, they are not insurmountable. Schools, circuits and the department could get together to formulate strategies to deal with challenges facing fieldtrips as an invaluable method of tourism teaching and learning.
The effect of solid waste accumulation on tourism business in the central business district (CBD) of Pietermaritzburg
(2022-08) Nzimande, Sindisiwe Benedita; Chili, Nsizwazikhona
The tourism business is susceptible to its environment, and Pietermaritzburg has been affected by high solid waste accumulated on the streets of the city which subsequently influences the tourism business. Research shows that solid waste mismanagement in the city is the result of maladministration, improper expenditure, and overall lack of accountability from government departments. This study aims to investigate how this issue has affected the tourism business in Pietermaritzburg. Based on the review of literature and theoretical frameworks, a qualitative research design was adopted to answer research questions. Individual interviews were conducted from purposively selected sample in the study area. The researcher interviewed both managerial and non-managerial employees from the selected sample of tourism businesses. This study used systematic theme analysis, by analysing content presented in the data from interviews. Analysis of results demonstrated that waste mismanagement affected the tourism business in a sense that visitors are not frequenting the attractions because they have safety concerns, and poor hygiene in the city could pose threat to their health and wellbeing. The study found that negative customer positioning, lack of service delivery and poor infrastructure were some of the biggest challenges for the tourism business in the city. Tourism cannot be developed as a lone industry; it needs collaborative efforts from all stakeholders especially government to provide essential services for tourism to thrive. The study recommends a model that could be used by the tourism business and government for improved service delivery. It also recommends that tourism areas should be treated differently than domestic areas when it comes to waste collection schedule development, and waste prevention where practical. This would prevent the amount of waste accumulated on the streets of PMB and the amount of waste that goes into landfilling.