Faculty of Management Sciences

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A critical analysis of the implementation of e-learning platforms at selected public universities in Zimbabwe
(2021-10) Munyanyi, Richard; Balkaran, Rishidaw; Rawjee, Veena P.
This research study set out to critically analyse the implementation of e-learning platforms in the teaching and learning processes at selected public universities in Zimbabwe. A questionnaire premised on ten major e-learning constructs was administered to Heads of Departments (HODs) and students regarding the implementation of e-learning initiatives. The constructs were: attitudes towards e- learning, commitment to the use of e-learning platform, complexity of the e-learning platform, user training, strategy on e-learning implementation, trialability, support and use of ICT resources by students, impact of e-learning, management commitment on e-learning use and its implementation, level of satisfaction, and barriers to e-learning. The questionnaire was administered to 100 HODs and 400 students at the University of Zimbabwe (UZ) and the Zimbabwe Open University (ZOU). In addition, the researcher carried out in-depth face-to-face interviews with the directors of the Information and Communications Technology departments in the two public institutions. The researcher therefore utilized quantitative and qualitative methods by using both questionnaires and interviews. Responses were collated to form a dataset in SPSS from the closed-ended structured questions contained in the questionnaires. The data set was analyzed using the Statistical Package for Social Scientist (SPSS) version 24 for Windows and R 3.6.3. Several statistical approaches were employed to answer the objectives of the study. The following were the major statistical analysis techniques that were utilized: frequency tables, confirmatory factor analysis, explanatory factor analysis, descriptive statistics, t-tests, regression analysis and non-parametric tests (Kendall’s coefficient of concordance). Frequency tables and descriptive statistics were used to generalize the responses of the participants concerning the use and implementation of e-learning platforms in local universities. Descriptive statistics such as correlation analysis were based on the calculated aggregated scores of the constructs of the study. The major findings of the study were that public universities in Zimbabwe have made great strides in implementing e-learning platforms in the teaching and learning ecosystem. The research, however, noted certain factors that were affecting the effective rollout of e-learning in the two public institutions under study. Major barriers to the implementation of e-learning platforms were identified as: inadequate ICT infrastructure, shortage of foreign currency to upgrade the hardware and software, digital skills gap and general attitude and resistance to change. The study revealed that generally, students were more prepared to use technology than their lecturers. Younger lecturers expressed more enthusiasm to infuse technology into the teaching and learning value chain compared to their older counterparts. Other findings were that most lecturers practicing in universities had not undergone basic training on pedagogy and webagogy; lecturers had not produced enough content to migrate 100% of their course content and delivery to online platforms; some students and lecturers still did not trust online learning and preferred blended learning as an alternative. The study found that there was no policy and rollout plan for e-learning implementation in the two public universities. The researcher recommended that public universities should invest more in ICT infrastructure in terms of its acquisition, development and upgrading, enhance digital skills literacy for both lecturers and students, incentivize online teaching and content development, encourage collaboration among public universities as a way of cutting costs, reskill and upskill lecturers, and establish digital transformation centres dedicated to overseeing e-learning content development. Universities were urged to collaborate in the e-learning field so as to share knowledge, software and experience. A call was made for universities to share ICT infrastructure and apply for a free operating internet license and special spectrum for e-learning from the regulator Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ) so as improve internet access and affordability.
Critical success factors in customer relationship management strategy in the Local Government authorities in Zimbabwe
(2018) Chiguvi, Douglas; Rawjee, Veena P.; Balkaran, Rishidaw
The aim of the study is to identify critical success factors in customer relationship management strategy success in the local government authorities in Zimbabwe. A thorough abridgment of the literature was conducted, mainly to understand the nature and structure of local government authorities in Zimbabwe as well as to identify critical success factors in CRM strategy success. The study outlined the nature and structure of local government authorities in Zimbabwe. The elements and concepts of customer relationship management (CRM) were reviewed. The frames of references for critical success factors were presented. Besides, factors of evaluating CRM strategy success were also analysed. The conceptual model framework was customized for local government authorities in Zimbabwe. A Meta-analysis methodology was employed and explanatory research approach was adopted by means of a survey strategy. 197 questionnaires have been collected from twenty one local government authorities in Zimbabwe. The findings of the study revealed that all of the ten critical success factors are significant and positively linked to CRM strategy success. Furthermore, the statistical tests show that success and failure of CRM strategy success are highly dependent on four major critical success factors including Implementation Approach, Change Management, Metrics and Implementation Strategy. However, process design and Buy- in Approach and Adoption have low significance impact in CRM strategy success in local government authorities in Zimbabwe. The results of the data analysis led to the creation of a framework which outlines the critical success factors in CRM strategy success in local government authorities in Zimbabwe and the CRM implementation Index which need to be followed before implementing the CRM strategy. This study has clearly indicated that customer relationship management forms a powerful strategy that local government authorities should apply to manage long-term relationships with their key stakeholders.
An evaluation of hospitality within a provincial hospital in the southern area of Durban, KZN
(2014) Deen, Anisah; Balkaran, Rishidaw
It has been accepted that health care within provincial hospitals has deteriorated. For most it has become routine to visit provincial hospitals and wait for majority of the day for basic treatment. Service delivery in provincial health care are confronted with challenges such as staff shortages, inadequate medical supplies and reduced budgets. The media contributes with letters and articles about poor patient treatment, the increase in deaths and diseases due to poor service delivery and weak hospital management. However, with the growing rate of poverty and unemployment, resources have become scarcer hence, adding to an already crippling economy. The rationale behind this research is to evaluate the role of hospitality within a Provincial Hospital in the southern area of Durban KZN that’s offering treatment to patients with more than just basic health care. And to establish a more effective and efficient delivery of services offered with scarce resources which enhances patient encounters within a provincial hospital. The aim of this research is to evaluate the current legislation around provincial hospitals for the efficient and effective practise of hospitality. In the form of a literature review a theoretical perspective was formulated around the study and an operational chapter detailing the Provincial Hospital in the southern area of Durban, KZN. The rationale was tested by research in the form of questionnaires and interviews with the Provincial Hospital. A target sample was selected with managers, senior management and patients. The major findings may be gravitated towards serious service delivery issues. The Provincial Hospital should therefore, consider the introduction of a hospitality approach in its attempts to improve the delivery of patient care. The study also found that hospitality management influences may improve employee output which impacts on the delivery of patient care.
Factors that contribute to the competitive advantage of the tourism industry in Durban : a stakeholders' perspective
(2018) Maharaj, Sacha; Balkaran, Rishidaw; Docrat, Suleman
Present tourism issues for the city of Durban include not being perceived as a value for money destination, which points towards a lack of awareness, knowledge and advertising of the city, as well as the tourism offering that should be made available to tourists. More worrisome is the decline in visitor numbers; along with insufficient tourism information available to tourists online. This study was therefore undertaken to determine which factors contribute to or detract from Durban’s destination competitiveness. To provide the answers, stakeholders in the tourism industry participated in this mixed methods study. The concept of competitiveness, within the tourism industry in Durban, emerged from the study through various themes. Factors critical to tourism competitiveness were identified, along with Durban’s current tourism marketing mix factors, in order to identify the role of the marketing mix in improving Durban’s destination competitiveness. In addition, Durban’s tourism industry performance was assessed from a stakeholders’ perspective and marketing actions recommended that are best suited to improving the performance of these critical success factors. The data analysis shows Durban to have competitive factors such as warm weather during the year and coastline but, some areas are found to require improvement, while other areas need serious attention. In addition, managers and employees generally shared the same opinions on most factors, with the findings emphasising Durban’s need to become a more competitive destination, be sustainable and contribute to the country’s economy. Destination competitiveness is complex and multifaceted. Developing Durban’s destination competitiveness would recognise long-term sustainability and economic success, in addition to improvements to the city as a destination. This study has endeavoured to assist tourism stakeholders in Durban, by establishing the city’s competitiveness factors, from a stakeholder perspective. This study, therefore, not only strives to draw attention to the research problem but also paves the way to improve Durban’s destination.
Healthcare reform and service delivery : a case study of Montebello Hospital
(2013) Brauns, Melody; Wallis, Malcolm Alan Henworth; Balkaran, Rishidaw
The South African healthcare sector stands at the threshold of major restructuring in an attempt to address inadequacies as a result of fragmentation of health services in apartheid South Africa. The level of health services, particularly in rural areas, has decreased and has led to reduced quality and productivity of health services. For individuals residing in rural communities, access to health services can be arduous. Delivery of essential services has to meet the needs of marginalised people who live in remote areas. In light of the above, the department of health is faced with growing expectations from citizens to use resources efficiently and effectively and to ensure that healthcare is affordable and accessible to all. National Health Insurance (NHI) is intended to bring about reform that will improve service provision. The researcher undertook this study to explore healthcare challenges faced by South Africa and its people and how far progressive realisation of access to healthcare, as enshrined in the 1996 Constitution, is being implemented. A case study using a mixed method approach was adopted. The literature reviewed indicated that issues of remuneration, ageing infrastructure and general management challenges, including financial management, are among the challenges that continue to hamper the public health system in South Africa. In addition, the HIV/AIDS epidemic has created more demand for healthcare as many more people become sick. The Green Paper outlining the government’s broad policy proposals for NHI, released in August 2011, makes it clear that NHI is a long-term project that will be rolled out over 14 years. It aims to promote efficiency and equity to ensure that all South Africans have access to affordable, quality healthcare. The findings of this study are useful not only to the case study institution, but to all District Hospitals, especially the department of health and the public management sector and may assist in taking the NHI forward.
The impact of the local government support on the sustainability of co-operatives and its role on poverty alleviation in the eThekwini Municipal region
(2020-09) Ntambwe, Katambwe Leon; Balkaran, Rishidaw; Rawjee, Veena Parboo
It has been accepted that sustainable co-operatives create job opportunities and have become a source of income for many people worldwide. The concept and philosophy of co-operatives is deeply embedded in the traditional culture of many human societies, especially within African communities. There are many examples where individual members of communities work together in improving their socio-economic welfare and that of their communities. In this context, the KwaZulu-Natal (KZN) Province has committed to promoting cooperatives through the establishment of a division that focuses on the establishment and promotion of co-operatives. The Department of Economic Development Tourism and Environmental Affairs (EDTEA) in KZN has put in place a Co-operative Development Programme which started from February 2005; and since then, the programme has attracted more than sixty thousand individuals, who constitutes approximately six thousand co-operatives. Since 2001 the eThekwini Municipality developed a co-operative programme aimed at eradicating poverty by empowering people who were living below the poverty line to step into the mainstream of the economy. As a result, ninety six co-operatives were formed with an average of twenty members each, resulting in about 720 people being employed, thus enabling them to look after their respective families. However, although the preceding cases have been successful in terms of facilitating the establishment of new co-operatives, there are some challenges that still need to be addressed. Unfortunately, the government investment in co-operatives and the substantial increase in the registration of co-operatives have not been accompanied by a related increase in the contribution of co-operatives to poverty alleviation and growth of the economy. The rationale behind this research is to establish the impact of the local government support on the sustainability of co-operatives and its role in poverty alleviation in the eThekwini Municipality. The research aim is to understand the role of the local government’s support on co-operatives’ sustainability and its impact on poverty alleviation in the eThekwini Municipality. Such an understanding will lead to the development of an inclusive and sustainable approach/model for supporting cooperatives in the eThekwini Municipality that will take local co-operatives into a sustainable growth path to alleviate poverty. In terms of the literature review, a theoretical outlook was formulated around the study with three chapters detailing the perspectives of co-operatives at the international, African, South African and eThekwini Municipality levels were presented. The rationale was tested in the form of questionnaires and interviews with key stakeholders involved in the support of cooperatives from the provincial to the municipal levels. A target sample was selected with co-operatives supported by the local government. The case study approach was utilised with the eThekwini Municipal Region having been selected as the study area, as it is one of the many local municipalities which have programmes aimed at supporting co-operatives in the country. The major findings from the research may be gravitated towards the co-ordination of support, monitoring of the outcome and the overall approach used during the support. Co-operatives in the eThekwini Municipality have been provided with both financial and non-financial support. However, the provision of support to co-operatives has been undertaken without a clearly set up mechanism for a regular assessment and review of their impact. The study also found that the financial support to co-operatives has resulted in increased economic activities in the eThekwini Municipality, such as an increase in business volume (production), employment opportunities, additional gross value added (GVA), and the generation of personal income for co-operative members. However, co-operatives are still facing a number of challenges after being assisted and supported. Therefore, the government and other stakeholders will need to continue with the provision of support services to make them sustainable. This study recommended the reduction of promotional support; the increase of the aftercare support; the improvement of the holistic support through a fifteen-year cooperative support package with an exit strategy; the provision of incubation support for co-operatives; and the establishment of a cooperative sustainable and development model (CSDM).
A study of the hygiene and safety of foods sold by street food vendors operating within the Warwick triangle of Durban
(2020) Crocker, Ronelle; Balkaran, Rishidaw; Ijabadeniyi, Oluwatosin Ademola
It is often assumed that street food is unsafe because of the unsanitary environment that it is prepared and sold in. The aim of this study is to investigate the food handling practices and food premises of vendors and to determine the microbial safety of food sold within the study area. In carrying out the aim of this study, the researcher studied the food handling practice and operation of food vendors. In order to determine the safety of foods, microbiological tests were conducted to determine the microbial load, as well as the presence and acceptable limits of food pathogens. Quantitative data were collected by the administration of a questionnaire, observation checklist and microbiological testing. All vendors situated in the study area participated in the response of the questionnaire and checklist, but only 26 full meals were collected and tested separately for microbial analysis as a mean of meat and salad. Questionnaires were used to determine the nature of operation and food samples were tested to determine the microbiological safety of foods. All food samples were collected aseptically, stored in cooler boxes and transported to the Durban University of Technology where microbiological tests were conducted. Quantitative microbial analysis was conducted on Salmonella spp., E. coli, and Listeria monocytogenes, and quantitative analysis was conducted on total plate count, aerobic and nonaerobic spore formers and Staphylococcus aureus. Statistical Package for Social Science (SPSS) version 24.0 was used to analyse the generated data to determine the mean and percentages of the results in all categories. The results of this study indicate that the street food vendors within the Warwick Triangle have poor food safety knowledge and poor food handling practices which are evident in the microbial quality of the food sold. These results provided the municipality with adequate reasons to increase their efforts at improving the knowledge of food handlers within the municipality and thus increase the safety of street foods sold.
The use of internet-based technologies in elections management processes in South Africa towards the design of a framework : a case example of the Gauteng Province
(2019-05) Maphephe, John; Balkaran, Rishidaw; Thakur, Surendra C.
Over the past two decades, new technologies have played an increasingly integral role in the organization of elections around the world. A number of countries have turned to a variety of technological solutions in a bid to make elections more efficient and more cost-effective, and to strengthen stakeholder trust at each stage of the election cycle. On the other hand, the evolution of disparate modern technologies has proven that the introduction of technology comes with some risks, such as the malfunctioning of equipment, the contested integrity of machines, or exposure to hacking and lack of trust from stakeholders. In the context of elections, technology is used to achieve three objectives: (1) to ensure that all information produced during the elections process, particularly the election results and the elections roll, is correct, trustworthy and secure; (2) to generate a broad acceptance that the elections outcome is a true and fair representation of the citizens‘ will; and (3) increased administrative efficiency, reduced costs and strengthened trust among electioneering stakeholders. Hence, the aim of this study was to develop a generic framework to guide the effectiveness of Internet-based technologies in safeguarding elections management processes in Gauteng, South Africa. To achieve this, the study adopted an artefact model to improve integrated human and technology performance, exploring the existing literature in order to develop a framework comprising views and opinions of elections stakeholders. It employed a detailed Design science approach which makes use of a case-example strategy to collect data through a literature review, recorded observations, questionnaires, focus groups and expert reviews. The study, by design, is a mixed-method exploring both qualitative and quantitative approaches in the investigations. Consequently, the study adopted the multivariate regressive predictive modelling method and descriptive statistics for analysis. The study population consisted of 500 participants, comprising the Electoral Commission of South Africa1 (IEC), political parties, NGOs, media houses, government institutions, election observers and elections experts located in Gauteng. The study made use of the stratified purposive sampling of 385 voters as the representation of four geo-political areas of Gauteng. The main findings of the study pointed to a significant correlation between the use of Internet-based technologies and election integrity in Gauteng. An increase in usage of internet-based technologies results in greater election integrity and legitimacy, which also covers trust in the accuracy, completeness and reliability of information. Based on the results, the study developed four predictive models to estimate the integrity of elections outcomes with technology integration in elections. These models were validated and found to be relevant to the context of South African elections. Based on the descriptive statistics results obtained, this study recommends that an effective and efficient automated elections process, systematizing and standardizing observational methodologies, should be put in place to help improve the integrity of e-enabled elections. The most important currency is public trust, and manual ballot papers will remain the golden standard for any election in South Africa. The thesis submits that the foreseeable Internet-based technology future may well support automated, digitised elections procedures and processes in four key areas of elections processes, namely voter registration, voter identification, voting procedures and real-time results. Furthermore, the research concludes with specific implementation guidelines as well as areas for future research.