Theses and dissertations (Management Sciences)

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The determination of core competencies of Sappi Forest Product Division as a basis of establishing future development
(2004) Khan, Imtiaz
The purpose of this study was to determine the core competencies of Sappi Forest Product division as a basis for establishing future developments. The literature focused on the resource-based view where the analysis of the firm’s internal resources and capabilities can be used as the starting point of strategy.
Enhancing the ecotourist experience at Shongweni Reserve through the use of appropriate interpretive strategies
(2011) Foley, Jonathan; Baijnath, Himansu; Ramsingh, R.
The current biodiversity and extinction crisis has ignited global concern for human and planetary well-being, culminating in the declaration by the United Nations of 2010 as the International Year of Biodiversity. Concomitant with these developments has been the steady ascent of the ecotourism industry, a subset of the travel and tourism industry that holds some promise for the conservation and enhancement of natural areas. A third strand that may be added that weaves them all together for mutual benefit, is the use of interpretation as a communication strategy that enhances the travel experience for the visitor, stimulating interest and enriching their knowledge of local natural resources. This study examines the role of interpretation within one of the largest protected areas in the Durban area, Shongweni Reserve. Rich in faunal and floral diversity, the reserve hosts a range of active and passive recreational pursuits for local and international visitors. This study examines the range of natural, historic and cultural resources within the Shongweni Reserve and then develops appropriate themes for interpretive print material to effectively provoke and stimulate visitor interest in local biodiversity. Print samples were attractively designed to showcase interesting facets of plant and animal wildlife in the reserve. The samples integrated aspects of floral and faunal conservation status together with Zulu cultural use in the narrative and text. Findings from the survey revealed that most visitors were interested in learning more about local biodiversity and found the interpretation material to have a high degree of personal relevance. This has significance in terms of encouraging reserve management to communicate effectively with their visitors using interpretive media as a vehicle and stimulus for biodiversity conservation.
Investigating factors that influences employee turnover in the hospitality industry : a case study at Durban Marine Theme Park (Ushaka Marine World)
(2020-04) Nyezi, Nokuthula Thandeka; Viriri, S.
Employee turnover has become an important area of research from both a theoretical and practical standpoint. It is important from a theoretical perspective, in understanding how the underlying causes of turnover can provide insights into how to control the phenomenon. However, from a practical standpoint, learning how to minimize the turnover of skilled employees is crucial in reducing employee replacement costs. A decreasing employee turnover keeps knowledgeable and experienced employees working in the organization. A large portion of the employee turnover problems that we have seen in the recent past can be directly linked to the fact that jobs were plentiful and employees were scarce, considering overall unemployment was at or near a 30-year low. In this study, the researcher reviewed a variety of published literature dealing with employee turnover in general and some more specific to employee turnover in the retail industry. Employees who transfer to other positions within the same organization are not considered in the calculation, as well as those who retired, had their job phased-out or were terminated due to downsizing. Turnover rates for employees can be measured and compared over time and across companies, using what is commonly referred to as the employee turnover index. The main aim of this study is to investigate factors that influence employee turnover and their impact on employee performance at Durban Marine Theme Park. The objectives of the study, to investigate the causes for the high employee turnover in the hospitality industry, examine what are the consequences of the high employee turnover in hospitality industry, determine factors that contribute to employee turnover and propose possible solutions towards the reduction of employee turnover. The research design used in this study will be quantitative study, structured questionnaires. 100 respondents will be selected none randomly, hence the use of non-probability technique. The researcher selected the non-probability sampling design method and purposive sampling for this study to confine to a specific group of people who would able to provide the necessary information. The study can be beneficial in addressing problem of high employee turnover at Durban Marine Theme Park.
An investigation into customers’ perceptions of service quality : a case study of a selected theme park in KwaZulu-Natal
(2022) Kalanga, Thembinkosi Peter; Dlamini, Bongani Innocent
Customer service quality has been a major concern at theme parks for the past years; theme parks have therefore been struggling to attract new customers and to expand their market due to the impact of their customers’ perception of the quality of services rendered. The perception of service quality in theme parks determines customer loyalty and it also influences the consumer buying behaviour, as well as repeat visits and brand switching decisions. In theme parks, poor food quality, for example may lead to dissatisfaction and affect the entire customer experience, however, food is a supplementary service while tourism facilities and souvenirs are considered even more important for best quality experience. The objectives of this study were to measure the perception of customer service quality within the uShaka Marine World theme park and its impact on customer satisfaction, as well as retention. The literature review was conducted to locate and align the study within the existing context of research. This study used a quantitative research method and questionnaires were distributed to collect data from uShaka Marine World customers. Data were analysed using Statistical Package Social Sciences Statistics to obtain results for the outcome of the study. The study found that most customers expected excellent customer service from theme parks service providers, however, sometimes it is difficult for theme park planners to design and cater for the changing needs of customers. This study also found that some of the attractions at uShaka Marine World had a higher satisfaction rate than others, while the design and layout of the theme park was a contributing factor to customer service quality. The study also found that suggested improvements included a wider range of shops for visitors, a larger gallery space for more animals and catering for religious food requirements; some suggested the inclusion of and indigenous food outlet and more attractions for various age groups.
An investigation into various leadership styles and the impact on employee performance at Subtech Group in KwaZulu-Natal : a case study
(2018) Madhanga, Chido Samantha M.; Jinabhai, Dinesh C.
The aim of the study was to investigate various leadership styles and their impact on employee performance at Subtech Group in KwaZulu-Natal. Managers and other people in authority in organisations adopt certain leadership styles in order to communicate with their subordinates with regards to carrying out tasks. The impact of adopting unsuitable leadership styles impacts negatively on employee performance. The study was conducted at Subtech Group, a multinational company specialising in the provision of marine services throughout Sub-Saharan Africa. A quantitative research design was adopted for the study and a structured closed- ended questionnaire was used to collect data from the sample respondents. The target population comprised of 215 employees at Subtech Group. Systematic sampling technique was used where every 2nd element was selected to draw up the sample size of 107. A high response rate of 84% was successfully achieved mainly because the researcher used the personal method of data collection. The data collected from the sample respondents was captured on Microsoft Excel and analysed using the Statistical Package for Social Sciences (SPSS) version 24 for Windows. Several hypotheses were formulated and tested using the Pearson’s Chi-Square and Spearman’s Rank Order Correlation Co-efficient tests. The main findings revealed that transformational and transactional leadership style did have an impact on employee performance. The findings also revealed that laissez faire leadership style had no relationship with employee performance at Subtech Group. The tentative recommendations suggest that management at Subtech Group should spend more time coaching and teaching subordinates on how to perform tasks, involve employees in decision making, guide employees in rectifying mistakes and allow autonomy in the workplace. The recommendations also suggest that management at Subtech Group should be proactive, provide support to their employees, improve employee relations, provide adequate resources, avoid using laissez faire leadership style. The study concludes by providing directions for future research.
The nature of dive tourism in KwaZulu-Natal and its impact on environmental sustainability
(2022-10) Naidu, Trimeira; Sucheran, Reshma
Any form of diving if not properly managed can cause considerable damage to the marine ecosystem. Dive tourism aims to encourage conservation, generate revenue, and support the development of local neighbourhoods. Understanding its connections with ecological factors are vital in the perspective of sustainability. Dive sites are threatened by the impacts of diving, and constant research is necessary to evaluate diving impacts, diver behaviour and environmental awareness of such sites. The aim of this study is to delve into the profile of dive tourists in KwaZulu-Natal, and to examine the impacts of dive tourism on the sustainability of the environment. The human perception in understanding what types of strategies need implementation in dive management to ensure future sustainability is extremely vital. This study will therefore be highly valuable towards the improvement and reinforcement of dive rules and regulations and will advance the need for environmental education and awareness towards achieving sustainability among current and future divers. A mixed method approach will be used in the study, and the use of interviews and questionnaires will allow for quantitative and qualitative data to be collected. The target population for the study includes divers, dive instructors and dive site owners. The study found that most respondents said they were mindful of the negative environmental impacts of specific diving methods. Divers were also aware of the most common dive practices that help sustain the marine environment whilst diving. Recommendations were made in terms of the sustainability of the industry based on the responses from the data collected.
Tourist service quality management in the ecotourism accomodation sector of KwaZulu-Natal
(2012-10-12) Naidoo, Krishna Murthi; Penceliah, Soobramoney; Singh, Shalini
There is extensive focus on the practical performance of ecotourism in respect of environmentally invasive activities and the satisfaction of ecotourists in South Africa. Therefore, the purpose of the study was to evaluate the impact of quality management practices on service quality in the accommodation sector serving ecotourism destinations in KwaZulu-Natal. The study was conducted at 58 hotels within a 50 kilometre proximity to ecotourism development regions of KwaZulu-Natal province. Two separate self-administered questionnaires were designed for the hotel managers and for their guests. A quantitative approach and a census of 58 managers were conducted and the guest response of 587 was obtained using convenience sampling. The results revealed that there are mismatches in guests’ actual experience on the variables of interest for customer service quality and the importance they attach to each variable. The experience-importance findings show that most guests rated their experiences above the importance they attach to those experiences. Little attention has been paid to hotel service quality research pertaining specifically to quality-related performance. This study fills this gap by identifying congruent hotel service quality attributes and relating these to management performance by analysing the importance of these attributes for hotel-guests seeking experiences of the natural environment. The results of the study offer measures for ecotourism service quality enhancement for the ecotourists experience at the hotels and a starting point for hotel managers to optimise the service quality growth and development while protecting the resources on which they are based. Quality function deployment has emerged as a significant tool to guide hotel managers in ecotourism destinations to attain planned levels of guest service quality and formulate a well-informed and systematic framework that will advance strategies for service quality enhancement.