Theses and dissertations (Management Sciences)
Permanent URI for this collectionhttp://ir-dev.dut.ac.za/handle/10321/14
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Item An evaluation of customer satisfaction with water service quality in the uMgungundlovu District Municipality(2021) Muthwa, Emmanuel Xolani; Matsiliza, Noluthando S.Water services are critical to the provision of safe drinking water. Access to clean water is recognised as a human right in many countries. In South Africa, the Constitution, the Water Service Act, and the National Water Act are the water legal framework. Recognizing the significance of having access to a safe and sufficient water supply has become a core business for many cities. However, as in many developing countries, South Africa is facing noteworthy challenges with water provision. These challenges are frequently characterized by intermittent water provision, low pressure, and poor water service quality. The uMgungundlovu district municipality has seen an increase in public outrage over water service quality, inevitably resulting in community reactions that are frequently the source of violent protests. Some of the issues that the communities are facing include inappropriate water access, a slow response time from the municipality, and inefficient water infrastructure. Thus, the study aimed to explore how satisfied the community in the uMgungundlovu district municipality is with the water service provision. Furthermore, this study intended to design a framework that can enhance water quality services in the uMgungundlovu district municipality. In this study, the water service quality was measured using the five dimensions (Tangibles, Reliability, Responsiveness, Assurance, and empathy) of the ServQual model coined by Parasuraman, Zeithaml, and Berry. To address the research problem and objectives, this study opted for a mixed-methods approach. This study collected qualitative data through the interview from twenty-four respondents, and quantitative data through questionnaire from 286 respondents in the uMgungundlovu district municipality. The findings of this study reveal that there is a gap in the water service quality provided by the uMgungundlovu district municipality to its customers in terms of what customers perceive and what they experience in all five dimensions of ServQual namely Tangibles, Reliability, Responsiveness, Assurance, and empathy. The study proposes a framework to enhance the water service quality in the context of the rural community. The proposed model is based on the ServQual model. Furthermore, the study recommends that uMgungundlovu district municipality should consider restructuring its customer care service, should consider updating and upgrading water equipment, and should consider modernising the water meter reading system and water statement system.Item The perceptions and experiences of students regarding weapons in schools in Umgungundlovu District, KwaZulu-Natal(2017) Mhlongo, Thabani; Hemson, CrispinThe purpose of the study explores the perception and experiences of students regarding weapons in schools, in a bid to create a peaceful and conducive learning environment. This study concentrated on four high schools in Umgungundlovu District. Students, educators and principals were asked to participate in this study on a voluntary basis. The study recognises that existing data related to weapons in South African schools is largely anecdotal. The significance of the study is that it collected data related to the weapons in schools and used data to inform recommendations on ways in which we can make schools safer places to the young people and staff. This was a mixed methods survey; however, the bulk of the findings were drawn from the quantitative data, which was conducted through surveys. The qualitative data was collected in interviews and in focus group discussions. The data revealed that a high proportion of students have seen weapons in school, which might be an indication that weapons find easy access onto school premises. The results revealed the types of weapons brought to schools. Knives were the weapons most seen at school followed by guns, while some other weapons mentioned were pepper sprays, screwdrivers, pangas and bats The study showed that in other schools, drugs, alcohol, substance abuse were reported in the sample. Among the contributing factors raised by the respondents on the reasons for the presence of weapons onto schools were the issue of drugs, alcohol, bullying, fights among students, and being involved on gang activities. Some policy recommendations regarding school security measures were proposed on the basis of the findings which were drawn from this study. As part of the study, it is recommended that the Department of Education ensure that all South African schools implement well-documented discipline policies, a code of conduct and school rules for their school which must clearly indicate seriousness of carrying a weapon in school as well as the consequences of misbehaviour. The policy must have steps to be followed by the principals and or educators where there are elements of misconduct against the students and sanctions to be issued if the student is found guilty. Other recommendations were made in line with the findings based on the results. Limitations of the study were further pointed out.