Faculty of Management Sciences
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Item Employees’ perceptions of the performance management system at a selected public sector institution in KwaZulu-Natal(2022-10) Selepe, Kgomotso Nelly; Dlamini, Bongani InnocentThe Performance Management System (PMS) was introduced into the South African public services sector with the intention of monitoring, reviewing and assessing performance, developing underperformers and recognising and rewarding good performance. This study was undertaken to assess employees’ perceptions of PMS on the management of their performance. The research was qualitative and a case study approach was followed. The study used a non-probability sampling design known as purposive sampling. Purposive sampling was used because the researcher wanted to obtain information from specific members of the population who could provide the desired information. Data were collected from a total of 72 participants through semi-structured interviews conducted with ten ordinary workers and 62 in depth questionnaires were distributed to participants comprising eight Shop Stewards from each of the four Trade Unions, three Directors, ten Deputy Directors (DDs) and 17 Assistant Directors (ASDs). Findings revealed that PMS methods may differ across various countries. However, the practices that are deemed effective for PMS are shared and so similarities between countries were noted. For the primary study, a significant discovery revealed that the PMS was being implemented to a certain extent; however, there exist major gaps and flaws in its implementation that threaten its usefulness within the Department. It was evident that the perception exists that the system is unfairly and poorly implemented. This, consequently, impacts negatively on employees’ motivation, commitment, team collaboration, employee-supervisor relationships and performance. The study found that effective performance management could result in employee motivation, improved job performance, satisfaction and commitment. The reviewed data also revealed that PMS could be more effective if employees were involved in the process. The importance of training supervisors and all other stakeholders involved in the performance management process was also acknowledged. Despite flaws, most respondents considered the performance management system to be a useful tool for enhanced employee performance. The study offers informed recommendations on the need to train managers in managing the performance management process and systems and concludes with suggestions for future researchItem An examination of community perceptions on service delivery : a case study of Ntabankulu Local Municipality(2022) Dabula, Mphumzi; Fagbadebo, Omololu M.This study examined community perceptions on public service delivery in Ntabankulu Local Municipality. Members of the communities in Ntabankulu Municipality often protest their dissatisfaction with public services being delivered by the government. The study investigated the root causes of poor service delivery in the Municipality. Using interviews and questionnaires as methods of data collection, the study engaged 93 participants, selected randomly to participate in the interview and administration of questionnaires. These participants were drawn from community members, councillors, and ward committee members. The study found that the lack of capacity jeopardises effective service delivery to the communities in Ntabankulu Local Municipality. Other factors that hinder effective service delivery in the municipality include a shortage of financial resources and grant dependency. The findings revealed further that the high backlog of service delivery in Ntabankulu and the non-service delivery is negatively affecting the standard of living of members of the community. The study also found that Ntabankulu Local Municipality limited technical resources in the handling of certain services that required expert knowledge. The use of consultants in place of this absence has not been able to provide the necessary services to the satisfaction of citizens. Other findings suggested that service delivery protests in Ntabankulu are about water and road infrastructure. The recommendations highlighted that Ntabankulu Local Municipality should procure its plant machinery to maintain the access roads and not outsource such services. It was recommended that the municipality should deliver water in water Tanker Trucks at least twice a week while it is trying to provide them with water taps to ensure that community members have access to clean waterItem The perceptions of passenger motor vehicle brands among Generations X and Y in KwaZulu-Natal(2021) Mhlongo, Bongumusa Bright; Mason, Roger BruceThe automotive industry is a growing industry in many developing and developed countries including South Africa. However, little research has been conducted on the perceptions of consumers towards motor vehicle brands in South Africa. For motor vehicle brands, marketing, research and development plays an important role in customer perceptions and retention, and in generating profitable sales. The aim of this study was to identify how motor vehicle brands' meaning differs between Generation X and Generation Y, who account for the bulk of car buyers, in KwaZulu-Natal. The study was conducted in KwaZulu-Natal where data was collected from four universities. This was a quantitative, descriptive, and cross-sectional study conducted using a survey among a sample of 400 university staff and students to cover both Generation X and Generation Y. Data was analysed using univariate, bivariate and multivariate statistics, via SPSS version 23. The study investigated specific brand dimensions, namely, quality, value, personal and group identity, status and family traditions. The main finding was that personal or individualistic factors, namely quality, value and personal identity, were more important than group-oriented factors, namely status, group identity and family tradition. The implication is that marketers should focus on the individualistic perceptions, wants and needs of the buyer, rather than those that are influenced by others through group processes. The study reveals the need for motor vehicle brand manufacturers to focus on consumer perceptions among Generation X and Generation Y. Academics, industry practitioners and motor vehicle manufacturers will benefit from the study as it addresses industry, academic and consumer issues regarding perceptions of motor vehicle brands. Furthermore, it tackles factors of quality, value, group identity, status and traditional factors and consumer decision making process. The study extends the existing knowledge of consumer behaviour with regard to motor vehicle brands by investigating the factors that influence the Generation X and Y buyer decision making process in a developing country. The findings of this study can act as a guide to determine a more appropriate marketing strategy to improve consumer perceptions of motor vehicle brands.Item Students’ perceptions towards careers in the hospitality industry(2021) Mlotshwa, Nelisiwe Rejoice; Mnguni, E. M.; Adebanjo, H. M.The hospitality industry, a sector within the tourism industry, contributes to the economy of the country and the livelihoods of the South African population. This research explored the perceptions of third-year hospitality students towards careers in the industry. These undergraduates are envisioned to be future employees of the hospitality industry; therefore, understanding their thoughts and intentions of joining the industry was paramount. However, research on findings of the perceptions of students towards this industry in South Africa, especially in Durban is limited. The perceptions of these students mainly relate to their understanding of careers in the hospitality industry. This report records the findings of student’s perceptions towards the hospitality industry in Durban, South Africa. The researcher used a mixed-method approach involving questionnaires and focus groups. The participants were drawn from the Department of Hospitality and Tourism at the Durban University of Technology (DUT)which is the only university of technology in KwaZulu-Natal that offers a national diploma in hospitality management. The research data was analysed using the SPSS version 27 and qualitative data was analysed using thematic analysis. The findings suggest that the students’ perceptions toward the industry are positive. This was observed through a high percentage of students indicating their willingness to join the industry after graduating. However, the majority of the students in this research indicated their interest in starting their own businesses and travelling as the main reason for pursuing this qualification. Also discovered in the study was the influence of work-integrated learning (WIL) on students’ perceptions of the industry. The dissertation concludes by providing recommendations to the academic department and the industry that may retain this trend. Recommendations involved advising the university to ensure an element of entrepreneurship is evident to the curriculum, and the industry to improve their working conditions to entice students to join the industry after graduating.Item Service quality at technical and vocational education and training colleges : perception according to demographic factors(UNESCO, 2018-06) Mason, Roger Bruce; Mbambo, S. N.; Pillay, M. A.TVET colleges are regarded as second-class educational institutions in South Africa. As a result, their enrolment targets are not being met, which is a problem for the development and growth of this educational sector. The objective of this paper is to identify whether students’ satisfaction with the service quality provided by TVET colleges differ according to selected demographic factors, and thus help to understand specific reasons for not meeting their enrolment targets. A survey of 301 respondents from six colleges, using a SERVQUAL questionnaire, comprised the methodology. The results showed little difference in satisfaction with service quality according to the demographic factors tested – all respondents were more or less equally dissatisfied with the service quality of their TVET colleges. Therefore, looking for reasons for the poor enrolment levels amongst the different demographic characteristics of the students is pointless. The poor service quality perceived is probably due to inadequate systems, or inadequate management or staff training, rather than failure to meet specific needs of students from different demographic types. Recommendations are provided for overcoming the poor service, and for further research.Item Service quality’s role in students’ decisions to study at Further Education and Training Colleges(Kamla-Raj, 2017) Pillay, Magalingam Atheeshey; Mbambo, Sbongiseni Nelson; Mason, Roger BruceThe aim of this paper was to explore student expectations and perceptions about Further Education and Training colleges with specific reference to reasons for the students’ choice of college. A tota l of 301 respondents participated in a survey which used a questionnaire based upon the SERVQUAL instrument. All the service quality dimensions measured in the students’ survey contain negative mean gap scores, indicating a high level of dissatisfaction with the quality of service received. From these findings, the authorities at the FETs can better understand the gaps in their service quality dimensions and how to close them in their attempts to improve on service quality. The reliability dimension, which emerged as the most important service quality predictor, needs the most attention.Item Young clients’ attitudes to service quality at retail banks in a developing country(Business Perspectives, 2017) Zungu, Nkululeko PraiseGod; Mason, Roger BruceThe aim of this paper is to investigate service quality as perceived by younger customers of retail banks in a developing country. The objectives include identifying customers’ levels of satisfaction and loyalty to their banks and to identify the levels of service quality associated with such satisfaction and loyalty. The instrument used to collect data via a survey of retail bank customers was an adaptation of the SERVQUAL ques-tionnaire. A total of 448 students were surveyed, using a mix of systematic and quota sampling, with data being col-lected on university campuses. Data were analyzed using descriptive statistical techniques. The main conclusions were that most young customers are reasonably satisfied with, and loyal to, their banks. There was little difference, on all the service quality constructs, between the different banks, and between expectations and perceptions of service quality. However, there was no evidence of any bank providing a service that delighted their customers or ex-ceeded their expectations and so all banks are at risk from a competitor who adopts strategies to meet these goals. The study has contributed to knowledge by focusing on attitudes to service quality of young bank customers in a de-veloping country, an aspect that has been under-researched.Item Tourism graduate employability : stakeholder perceptions of workplace learning for graduate employment(2017) Naicker, Daphanie; Naidoo, Krishna MurthiWith the accelerating growth in the tourism industry and its anchorage in the service-industry, the utilisation of people is a valuable resource for a tourism organisation. There are increased pressures on educational institutions from the government and the tourism industry to produce employable graduates. Thus, it remains imperative that tourism organisations have access to a pool of human resources that possess the required knowledge, skills and attitudes. As a result, educational institutions build workplace learning (WPL) into tourism curricula to ensure the transferability of skills and a smoother transition for all stakeholders into the tourism industry. This study set out to determine the impact WPL has on a tourism student’s employability in the tourism industry. The literature highlights a number of key issues hindering the success of WPL for tourism graduate employability. These include, a lack of alignment of curriculum, supervision challenges and partnerships with the tourism industry. Using a mixed methodological approach comprising both quantitative and qualitative methodologies, comparisons among stakeholders’ perceptions and attitudes were conducted. The stakeholders are: tourism graduates from 2011-2014, academic supervisors and workplace supervisors in the tourism industry. Stakeholders’ perceptions of WPL structured the depth and sharpened understanding of the success as well as issues hindering the successful implementation of WPL and consequent unemployment. Among the main challenges were the placement of students and the inadequate feedback between stakeholders. The empirical findings underpinned effective communication as imperative in developing and maintaining quality partnerships for WPL. Among the many knock on benefits is the successful transfer of skills to tourism students. It is hoped that this research will contribute to the dearth of literature on tourism WPL and tackle salient gaps in tourism employability.Item Evaluating student perceptions on the development management curricula to promote green economy(Business Perspectives, 2016) Govender, Ivan GunassThe purpose of the paper is to determine the students' perceptions on the development management curricula in relation to education i ngreen economy, as no previous research has been conducted to evaluate the perceptions of the students enrolled for this course. The study seeks to answer the following question: To what extent were students exposed to the skills and conpetencies required for engaging in green economy and its effect on their home and work environment. The study used the quantitative approach where the students were given a questionnaire to cmplete. The findings indicated that the sustainable development attributes were adeuately covered with strong focus on global issues, time management and systems theory and thinking. Personal attribute awareness gained during the course included leadership skills, critical thinking and decision making that could enhance the understanding of the economy and environmental management. The study also highlights the students' perceptions that they could make significant contributions towards the green economy both at work and home. The study recommends that the course be redesigned to include aspects of green economy, the assessment strategies be made more relevant at the program level to include the tenets of engaged scholarship. The study is important for curriculum developers and higher educatoin policy developers to ensure that the course content is relevant to addressing economic relations in the area of environmental management.Item Critical analysis of entrepreneurial spirit, attitudes and perceptions of young South Africans in KwaZulu-Natal province(Business Perspectives, 2016) Lekhanya, Lawrence MpelePositive entrepreneurial spirit, attitudes and perceptions among the communities, with specific reference to young South Africans in KwaZulu-Natal province, can improve the lives of many young people and alleviate poverty and unemployment challenges in the province. This paper intends to analyze the entrepreneurial spirit, attitudes and perceptions of young South Africans, in addition to which it will also analyze the most critical factors affecting young South Africans when embarking into business. Primary data were collected by means of both qualitative and quantitative methods. Data were collected in eThekweni Municipal areas. The sample consisted of 350 young South Africans between the ages of 18-35, both those who are working, as well as those who are unemployed, with or without tertiary qualifications. Respondents completed a five–point, Likert scale questionnaire, with the assistance of an interviewer. The results disclose that the large number of respondents indicate bank requirements to obtain a loan and financial support as major barriers to starting a business. The findings further indicate start-up capital as another constraint that demoralizes, quelling the entrepreneurial spirit among the young. The results found to be statistical significant at (p = .000*). Further research should aim to examine youth entrepreneurial training programs and entrepreneurial support skills.