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    Exploring quality administration management practices on customer retention and satisfaction : case study of small medium micro enterprises at eThekwini Metropolitan area
    (2024) Mchunu, Nkosingiphile Trevor; Ngxongo, Nduduzo Andrias; Moyane, Smangele Pretty
    Small Medium Micro Enterprises (SMMEs) play a significant role in many countries’ economic growth and development. However, customer retention and satisfaction remain critical challenges facing SMMEs. This study investigated the effectiveness of quality administration management practices in SMMEs located in the eThekwini Metropolitan Area. The objectives of the study were to examine how quality administration management practices impact customer retention and satisfaction in SMMEs located in the eThekwini Metropolitan area, to comprehend the influence of training and development of employees on quality management practices and customer retention and satisfaction in small and medium-sized enterprises (SMMEs), to recognise how internal and external factors impact quality management practices in SMMEs in the eThekwini Metropolitan area and, to determine the factors that contribute to and hinder customer retention and satisfaction in SMMEs in the eThekwini Metropolitan area and propose integrated, effective quality administration management practices to address these factors. The Quality Administration Management Theory (QAMT) was adopted as a theoretical framework in this study to assert the effective role of administration and management in achieving successful business quality management practices in SMMEs. QAMT’s focus was relevant to small and medium-sized enterprises (SMEs), which often face resource constraints and struggle to implement quality management practices effectively. Due to time constraints, the geographical scope of the study was limited to the eThekwini Metropolitan Area. Potential limitations included the possibility of response bias and a relatively small sample size. The research adopted a quantitative research approach and employed a survey questionnaire to collect data from customers of selected SMMEs. Data was analysed using descriptive statistics and inferential statistics, including t-tests, ANOVA, factor analysis, and regression analysis, through the Statistical Package for the Social Sciences (SPSS) software. The findings of the study indicated that hat continuous improvement with the quality administration management practice significantly influences the customer satisfaction and in return, it positively relates to customer retention. Secondly, the results revealed that the education levels significantly had increasing impact on customer retention perceptions. The study thereafter recommended for SMMEs in the eThekwini Metropolitan area to continue striving for improvement in quality management practices achievable by implementing strategies that cater for customers with different levels of education. Policy frameworks also need to be initiated to develop and promote customer customer retention.
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    Interplay between capital structure choice and survival and growth of small, medium, and micro enterprises : a South African context
    (LLC CPC Business Perspectives, 2019-11-26) Nyide, Celani John; Zunckel, Sharon
    It is essential for small, medium, and micro enterprises (SMMEs) to become established, be sustainable and grow. These firms play a vital role in the economy of both developed and developing countries. Empirical studies have acknowledged the contribution of SMMEs to the economy, as well as to the gross domestic product. However, the failure rate of these firms has also been emphasized in the same studies. SMME survival is critical for economic growth, which is measured by increases in profits. Capital structure decisions are significant to the survival and growth of these entities. This study was conducted to examine the interplay between capital structure and SMMEs` survival and growth in a developing economy. A sample size of 103 SMMEs was chosen on a non-probability basis using convenience sampling within the eThekwini area, KwaZulu-Natal, South Africa. The statistical tool used for analysis in this study was the Partial Least Squares Structural Equation Modelling (PLS-SEM) 5.0 software. Capital structure was found to have a significant influence on the growth and survival of small, medium, and micro enterprises. The study concludes that utilizing retained earnings, personal savings, trade credit and funds from friends and family has a significant influence on the growth and survival of the firm. Debt and external equity financing, on the other hand, have an insignificant influence on the growth the firm.
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    Capital structure of small, medium and micro enterprises : major factors for a developing economy
    (LLC CPC Business Perspectives, 2019-05-06) Zunckel, Sharon; Nyide, Celani John
    Managing capital structure is an imperative decision made by all firms. The manner in which financing is organized is a strategic financial decision and managers must settle on the amount of debt in relation to equity that it requires to maintain. Despite many empirical studies investigating the choice of capital structure for large corporates, minimal research has been conducted on capital structure decisions in small, medium, and micro enterprises (SMMEs). This study identifies major factors influencing the capital structure of SMMEs in a developing economy and enlightens owners/managers on the importance thereof. This investigation used a quantitative research approach, which was cross-sectional. A convenience sampling method was adopted, and data were collected from 136 respondents, only confined to the retail and whole sector, which is the second largest sector in KwaZulu-Natal, South Africa. The partial least squares structural equation modelling was utilized to determine the statistical results. It was discovered that managerial factors such as individual goals and financing preference of the owner/manager, network ties, attitude to debt, maintaining control and asymmetric information; and firm-level factors such as size of the firm, profitability and firm age are major factors that influence the capital structure of SMMEs. Therefore, capital structure decisions are made motivated by the attitudes of the owners/managers.
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    Program management practices in context of Scrum : a case study of two South African software development SMMEs
    (2015) Singh, Alveen; Nepal, Thiruthlall; Swechurran, Kosheek
    Agile approaches have proliferated within the software development arena over the past decade. Derived mainly from Lean manufacturing principles, agile planning and control mechanisms appear minimal and fluid when compared to more traditional software engineering approaches. Scrum ranks among the more popular permutations of agile. Contemporary literature represents a rich source of contributions for agile in areas such as practice guidelines, experience reports, and methodology tailoring; but the vast majority of these publications focus on the individual project level only, leaving much uncertainty and persistent questions in the multi-project space. Questions have recently been raised, by both academics and practitioners alike, concerning the ability of Scrum to scale from the individual project level to the multi-project space. Program management is an area encompassing practice and research areas concerned mainly with harmonizing the existence of competing simultaneous projects. Existing literature on program management essentially perceives projects as endeavours that can be carefully planned at the outset, and controlled in accordance with strong emphasis placed on economic and schedule considerations. This complexion seems to be mostly a result of well-established and ingrained management frameworks like Project Management Institute (PMI), and is largely at odds with emerging practices like Scrum. This disparity represents a gap in the literature and supports the need for deeper exploration. The conduit for this exploration was found in two South African software development small to medium sized enterprises (SMMEs) practicing Scrum. The practical realities and constraints faced by these SMMEs elicited the need for more dynamic program management practices in support of their quest to maximize usage of limited resources. This thesis examines these practices with the aim of providing new insights into the program management discourse in the context of Scrum software development environments. The research approach is qualitative and interpretive in nature. The in-depth exploratory case study research employed the two software SMMEs as units of analysis. Traditional ethnographic techniques were commissioned alongside minimal researcher participation in project activities. Activity Theory honed the data analysis effort and helped to unearth the interrelationships between SMME characteristics, program management practices, and Scrum software development. The results of the data analysis are further refined and fashioned into eleven knowledge areas that represent containers of program management practices. This is the product of thematic analysis of literature and data generated from fieldwork. Seeing as the observed practices were highly dynamic in nature, concept analysis provided a mechanism by which to depict them as snapshots in time. As a theoretical contribution, proposed frameworks were crafted to show how program management practices might be understood in the context of organizations striving towards agile implementation. Furthermore, representations of the mutually influential interfaces of SMME characteristics and Scrum techniques that initiate the observed fluid nature of program management practices, are brought to the fore.