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Faculty of Management Sciences

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    Customer perceptions of quality service delivery within the department of Financial Aid at a University of Technology
    (2023-05) Naidoo, Agendri; Adam, Jamila Khatoon
    With over thirty-four Private Universities in South Africa targeting students (customers) by marketing their services; offering free learning devices, state-of-the-art learning tools, modern amenities and other visually appealing packages, it has become imperative for Public Universities to find ways and means to secure the best students (Customers) to sustain their image and service excellence. For this study, a service quality tool known as the SERVQUAL/RATER model was used to measure a public University of Technology's Customer Perceptions of Quality Service Delivery within the Department of Financial Aid. Both one-on-one interviews and online questionnaires were applied using the SERVQUAL/ RATER genetic formula (SQ= E-P) to form part of the qualitative and quantitative methods to achieve the most accurate results. These results were achieved by measuring the five dimensions: tangibles, responsiveness, reliability, assurance and empathy. Using forty statements, rating customers' expectations minus rating customers' perceptions established the gaps. In this study, all five dimensions of the SEQUAL/ Rater model displayed negative quality services. According to the attached statistical report, the largest gap (-2.01) was established from responsiveness, making this an even greater challenge for Public Universities since this reflects that they take long periods to respond to the issues of students. Recommendations were made for amenities such as access ramps for differently abled students and staff performance/project workshops to be held. Developing a few direct NSFAS helpline stations with their central information call-logging system generating reference numbering is highly recommended to reduce student waiting periods and frustrations and improve quality service delivery overall.
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    Challenges with student’s registration processes at the Durban University of Technology : a case study of Midlands campuses of Riverside and Indumiso
    (2022) Nzimande, Emmanuel Thabani; Fagbadebo, Omololu M.; Mthalane, Peggy Pinky
    In recent times, student protests over the challenges relating to registration have become rampant in South Africa. Consequently, the development often disrupts academic programmes. The implication of the above is the constant loss of time needed by the students to concentrate on their academic studies and its consequences on the quality of services. The study examined the challenges associated with students’ registration processes and how it moulds the perceptions and expectations of the students in terms of service delivery at the Midlands Campuses of the DUT. This study followed a mixed method for data collection and analysis. The questionnaires were distributed to 360 students and interviews were conducted with four staff members of the Student Administration Department of the Midlands campuses of Indumiso and Riverside. The researcher used descriptive statistics based on data collected by using Statistical Package for the Social Sciences Software (SPSS version 2.0) to analyse the quantitative data. The data that emerged from the interview were deductively coded with the aid of software (NVIVO version 12). The quantitative factor loading reveals a strong loading above the recommended value of 0.5 while the confirmatory Factor Analysis (CFA) revealed a good fit in the model. However, the findings from the students indicated that Student Administration staff were not exactly meeting the desired and expected registration services. The SERVQUAL dimensions indicated gaps of 0.58 in reliability, responsiveness, and empathy. The qualitative analysis discovered several registration challenges, including NSFAS late payments, which affected late account clearance for registration, incorrect module selection for registration, and incorrect biographical information capturing. It was recommended that the Student Administration Department of Indumiso and Riverside campuses should endeavoured to bridge the gap identified by SERVQUAL dimensions. The department should improve communication services to students. On-time NSFAS payment and student account clearance was recommended to avoid delays and challenges during registration. Proper creation of academic structure from the system was recommended to avoid incorrect module registration. Student biographical information should be always up to date to improve communication with students.
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    A system dynamics model of the talent pipeline for strategic responsiveness at DUT
    (2019-11) Perumal, Manoshni; Bodhanya, Shamim
    Continuing concerns about quality issues related to the higher education landscape have given impetus to the urgent need for effective human resources talent management. Guided by this, employee engagement represents important human capital whose performance plays an important predictive role in universities achieving sustained success. Related to this challenge, the current study had the primary aim of identifying the cause and effect of talent variables that influence the different components of talent and strategic outcomes. Through a qualitative multi-approach design, data was collected via a combination of document analysis and semi-structured interviews. Non-probability purposive sampling was used in the selection of participants. Using the Durban University of Technology as the case study, employees from the categories of senior and executive management, middle management and the general employees offered insights into DUT’s challenges with talent management and the impact on the success of a learning organisation. The study’s emergent themes were categorised thematically and the findings articulated. Key areas addressed included conceptions of a learning organisation; the role of policy rigidity in talent management; talent attraction, development and retention; quality teaching and learning as key influences to talent development; sustainability considerations in talent management; policy compliance and its contribution to the development and management of talent within the University. Using the system dynamics methodology, the research offered an in-depth understanding of the complexities inherent in the talent management process. The implication for human resources practice was primarily related to the acknowledgement that the SD approach has far greater application potential than has been acknowledged.
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    A contextual and transdisciplinary analysis of pedagogic, operational and administrative frameworks of a Writing Centre : the case of the Durban University of Technology (DUT) Writing Centre (WrC)
    (2017) Manjeya, Nicolle Chido; Mheta, Gift
    Different pedagogies, and writing styles have not only over the years transformed the face of academia, but have played a pivotal role in shaping diverse curricula and contributing to their development. In pursuit of attaining suitable models that have administrative and operational frameworks that address the ever-growing myriad multicultural world we live in today; different models and facilities have been developed to keep up with the development of academic literacies. The overall aim of this research was to investigate a model Writing Centre (WrC) and how its pedagogic, operational and administrative framework contributes to the growth of curricular in an institution of higher education. The study examined the power relations of the tutor and tutee relationship, as explained by the critical discourse analysis and how it adopts the customer contact theory to focus on the intangible assets of the student. The researcher used mixed methods analysis to be able to understand perceptions, views, expectations and experiences by students to explore the different ontologies and epistemologies associated with curriculum development. Finally, the research concluded that a positive contribution to growth for teaching is defined by the pedagogic, operational and administrative framework of a given WrC. It is however, imperative to note that the model can move away from what ought to be but still work, as the phenomenon of a WrC is informed by the institution in which it is birthed. Thus, the findings of this study are not disconfirmed by previous theories and research on similar efforts, but rather add to the already existent knowledge base on writing centres.
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    Leadership and transformation in a South African university
    (Business Perspectives, 2015) Ngcamu, Bethuel Sibongiseni; Teferra, Damtew
    Politicized South African higher education institutions (HEIs) have influenced leaders to be indecisive, error free, fearful of taking risks, marginalizing resisters, emotional and failing to recognize their personal weaknesses while working well with leaders beyond the university. This study interrogates leaders’ capabilities that have the potential to drive transformation at the Durban University of Technology (DUT) in the post-merger and incorporation era. The researcher undertook this study to highlight the prevalence of leadership incapability in the post-merger and incorporation era at DUT which has mainly been caused by leaders failing to take transformative decisions. This study employed a quantitative approach guided by a structured survey questionnaire to a target population of 191 with a response rate of 70%. The questionnaires were analyzed using SPSS generating the reliability coefficient alpha of 0.947 indicating a high degree of acceptance and consistency of the results. The study findings revealed the highest percentage of the research participants who held opposite views regarding the statement that leaders learn from their mistakes (32%) and that they understand their personal weaknesses (27%), with the highest percentage being undecided (46%). Another major highlight of the study was the highest percentage of the respondents who had a view that leaders work well with other leaders beyond the university (55%) as compared to internal stakeholders (49%). Researchers mention leadership capabilities as only being applicable to higher education institutions in general. This study provides information on leaders’ incapability, post-merger and incorporation, which could be of benefit to the university change management specialists in the design of relevant and specific interventions of change with the aim of filling the gaps or preventing bottlenecks identified by the findings. This study will contribute to the body of knowledge in developing countries as there is a dearth of published studies investigating leadership capabilities mishaps in the post-merger and incorporation era at the Universities of Technology.