Faculty of Management Sciences

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The challenges facing employment retention with reference to the Labour Brokering industry : a case study of a National Temporary Employment Service provider
(2019-08) Naidoo, Bavendren; Allen, Garth James
The labour broking industry has been the focus of much controversy since 2009 in South Africa. The constant pressure from trade unions to ban the industry with opposing views from business and temporary employment agencies on the significance of temporary employment has led to legislative changes in the Labour Relations Act (LRA) on temporary employment services (TES). These changes have thus created uncertainty in business, the TES industry and both the temporary and permanent TES workforce. The purpose of this study is to identify key factors and existing policies that influence employee retention and to further critically analyse the regulations on TES and its effect on employee retention within the labour broking industry. A four phase multiple methods research design with questionnaires, semi- structured interviews, focus groups and a Delphi analysis were used to examine the factors affecting employee retention from the employees and various stakeholders within the TES industry. The present and future impact of the regulations and TES demand was also explored. The findings showed that the regulations did reduce TES demand and work security. The negative reputation of Labour Brokers, union pressure and the nature of temporary contracts were contributing factors to employee retention challenges. This study indicates that the TES industry should repair the negative reputation and image in the minds of its stakeholders and the general public, makes strides towards more sustainable job security within the industry and create added value through training and development initiatives.
Customer satisfaction analysis of Conlog electricity prepayment meters in KwaZulu-Natal : a customer perspective
(2016) Gina, Mondli; Allen, Garth James
In the electricity prepayment metering industry the continuous increase in customers’ expectations and technological innovation demand that leading firms in the industry differentiate themselves from the competition by going beyond customers’ present expectations. Thus, organizations which have set their goals on mere customer satisfaction are, from a customers’ perspective, deemed to be of limited value and may subsequently lack the anticipation and preparation essential to meet the demands of the future. Electricity prepayment metering market competition today is forcing organisations to seek the means to gain customer satisfaction, and thus aim to sustain their future in times of economic instability. The study revealed that the most effective way to retain customer satisfaction is consistent service quality that decreases the cost of attracting new customers and raises sales and market share. The quality of service is one of the most effective factors in creating competitive advantages and advance business. Factors that influence customer satisfaction in the electricity prepayment industry were investigated and tested. The study also attempted to identify the critical factors, as identified in the literature, among those investigated: service quality, customer expectations, customer perception and customer retention. Against this background, the study sought to determine the interrelationship between customer satisfaction and the critical factors of customer satisfaction with Conlog Electricity Prepayment Meters in KwaZulu-Natal. The research developed to ascertain subjects’ perceptions of the critical factors of customer satisfaction; determine the interrelationship among the critical factors of customer satisfaction; and explore the relationship between customer satisfaction and the critical factors of customer satisfaction. The research population comprising of Conlog electricity prepayment metering customers in KwaZulu-Natal was selected and interviewed. Questionnaires were distributed through electronic mail and self-administered for data collection and a sample of twelve respondents was selected for interview. Interviews were analysed using conversational analysis and the data collected from the interviews were merged with the questionnaire data, seeking depth as well as breadth. Data collected from respondents was analysed using descriptive and inferential statistical techniques. The tool utilised to analyze data was the Statistical Package for the Social Sciences (SPSS) version 22 (SPSS Inc., Chicago, Illinois, USA). A p value < 0.05 was considered as statistically significant. Conclusions and recommendations were drawn from the literature and the findings of the study. The results of the study revealed that service quality is the most significant critical factor of customer satisfaction. The study recommends that the management of Conlog can use the specific data obtained from the measurement of service quality in their strategies and plans. The study further recommends that Conlog allocates resources to this effect to provide better service to their customers. The results and findings of the study will provide further information concerning customer satisfaction and customer perception in the prepayment metering industry in KwaZulu-Natal. It will also contribute to future industry research, setting the ground for further research in measuring levels of customer satisfaction in the electricity prepayment industry in South Africa.
Exploring alternative revenue sources that can be utilised to improve advertising revenue at SABC public broadcasting radio stations
(2017) Pillay, Alvin; Allen, Garth James; Chetty, Dasarath
This qualitative study explored alternative revenue sources within and outside PBS radio stations that can be utilised to improve revenue generation at South African Broadcasting Corporation (SABC) Public Broadcasting Radio Stations (PBS). PBS radio relies heavily on traditional advertising revenue, sponsorships and TV licence fees, revenue sources are insufficient to sustain public broadcasting radio service in South Africa because funding from the South African Government is limited to specific projects. Public broadcasting radio services in South Africa have to provide content of public value while remaining competitive and profitable. The SABC is the sole owner of fifteen public broadcasting radio stations, making it one of the dominant media owners in South Africa. SABC owns all public broadcasting radio stations and has the highest audience penetration in South Africa which should translate into receiving the highest revenue share. However, this is not the case. Commercial radio stations earn a bigger percentage of the pie of advertising revenue although PBS radio stations command higher audience penetration. Semi-structured interviews were conducted with fifteen public broadcasting radio station managers and three senior public broadcasting managers to ascertain what alternative sources within and outside the radio station can help improve the revenue of the radio stations. The analysis of the data collected through interviews identified that there are a number of alternative sources which can assist in improving the revenue of the radio stations. It is therefore time that PBS Radio stations monetise their audience and not rely heavily on traditional advertising revenue. Six important alternative revenue sources are identified as follows: • Radio station events and outside broadcasts: Revenue generation potential is immense with opportunities for gate-takings, sponsorship and advertising or promotional revenues. • Broadcast syndication and sale of content: Original programming content and popular music genre playlists are sought after by the public or other entities that are prepared to pay for the content. • Radio Station Websites: Opportunities to generate revenue by marketing website opportunities to the public and advertisers. • Merchandising: Radio audiences like to own radio station branded merchandising like t-shirts, caps and jackets which can be made available at radio stations and retail stores for the public to purchase. • Cellular or mobile phones: Mobile phones provide an interactive element to radio campaign advertisements, competitions, and promotions, which should be monetised as an extension to advertisers‟ radio campaigns. • Social Media Platforms: Radio campaigns are extended to social media platforms like Facebook, LinkedIn, Instagram, Pinterest and Twitter to target a larger audience.