Faculty of Management Sciences

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Computer literacy as additional empowerment mechanism in learning programmes
(2004-01) Van Staden, A; Hoffmann, E. C.
The world of digital interactivity, of computers, of cyberspace and the "e-revolution', is making computer literacy more indispensable than ever. There is an increasing demand for ICT skills worldwide- South Africa is not alone in identifying shortages. The information and communication technology in South Africa is exacerbated by emigration on the one hand and the previously disadvantaged learners on the other hand. With an education system that is stretched, higher education has not kept pace with information and communication technology training in South Africa, therefore learners display a shortcoming of basic computer skills. The purpose of this study is to emphasise the importance of implementing computer literacy training throughout the entire learning programme of learners at higher education institutions. Learners randomly selected from the Faculty of Management Sciences, Vaal University of Technology, indicated their computer literacy via questionnaires and levels of experience. It is clear that the abilities of the learners are not sufficient to ensure that they are computer literate or that they will be effective users in the workplace. This study results in a powerful argument in support of the extension of continued growth in computer usage in the workplace.
Internal customer service in Sasol Technology: accountability and productivity of administative support in the research and development environment
(2006-01) Mohomane, Pelonomi Banana Patricia Lillian; Dhurup, M; McFarlane, M
The buzzwords in South African business today is quality service and customer satisfaction. Service quality is an important determinant of customer satisfaction. It is therefore important to measure customer satisfaction and to solicit internal customers perceptions on service received. This research was primarily undertaken to evaluate the quality of services rendered by administrators to Sasol Technology R&D employees. The research is supported by a detailed study of quality and customer service. An adapted internal service quality scale (INSERVQUAL) was used to measure service quality. A thirty item scale was developed, for the empirical study. The instrument was then subjected to a scale purification process through exploratory factor analysis. Both the expectation and perception elements were used in measuring service quality. The five dimensions of service quality namely Accessibility and Tangibility, Assurance, Empathy, Reliability and Responsiveness were identified as internal service quality dimensions. Aspects of Accessibility and Tangibility were incorporated as a single dimension in this study. A six- point Likert scale was used in the questionnaire. The low end of the scale represented a negative response, whilst the high end represented a posit,ive response. With a response rate of 63% from internal customers, the researcher was able to provide evidence that service quality dimensions may influence an employee's perception of the administrators' service quality. The finding in this study also suggests the need for further research to examine customers' expectations in other related services as well as in different culture contexts. The testing of the modified internal customer model of internal marketing developed and described in this study indicates that Access, Assurance, Empathy, Reliability and Responsiveness dimensions may be a useful approach to enhancing service quality.
Managerial and socio-economic implications of the implementation of telework in Gauteng
(2008) Van Wyk, Elsa; Hoffman, E. C.
Telework can be defined as a flexible work arrangement, where selected employees work at home one or more days per week or at a site near home, instead of physically travelling to a central workplace. Telework has progressed globally, especially during the past decade to a work option that has an impact on commerce and industry in a most beneficial manner. This flexible work arrangement emerged in organisations because of the development of information and communication technology (ICT) that forms the key component of the teleworkers equipage. This investigation focussed on telework aspects, such as the effects on the environment, quality of life and economic effects. It is evident that telework generates significant benefits to the corporate environments, improves work and personal life experiences for human resources, improves environmental and social circumstances and has resulted in a significant paradigm shift in the corporate arena. The investigation also identified barriers that constrain managers from implementing telework. The investigation furthermore determined how South Africa, in particular, might benefit socioeconomically Inferential conclusions indicate that telework could counteract many of South Africa's transport and related socio-economic problems that pose detrimental consequences for the environment and other resources, as is the case in many other countries.
Organisational perspectives of learnerships within manufacturing, engineering and related services organisations in the Sedibeng municipal district area
(2010-07-22T11:09:29Z) Janse van Rensburg, Christine
Key skills shortages, coupled with high levels of unemployment are well documented in South Africa. Learnerships, which are meant to reduce the skills shortage, are not addressing this problem as the SETAs have failed to communicate the benefits of learnerships aggressively to companies. Thus, the purpose of this research is to determine organizational perspectives of learnerships within the MERSETA organizations in the Sedibeng district municipal area. A literature study of learnerships and applicable legislation in South Africa was undertaken in order to contextualize the South African skills development initiative. The empirical portion of the study involved conducting a survey using a self-administered questionnaire designed to elicit perspectives of learnerships within small, medium and large organizations (n=150) that fall under the MERSETA and that are situated in the industrial areas of Vanderbijlpark, Vereeniging and Meyerton, within the Sedibeng district municipal area. The data obtained indicate that although almost two-thirds of the researched organizations do currently implement learnerships, these organizations experienced several barriers and challenges when taking on learnerships. It was found that the MERSETA organizations within the study area also lack understanding and familiarity with the learnership system and their perceptions towards learnerships are for the most part, negative. Based on the findings of this study, recommendations, targeted at the National Skills Authority, the Department of Labour, the MERSETA and the SETAs, are made to assist organizations in various areas to overcome the identified barriers and challenges emanating from learnership implementation.
Staff retention in an information management environment
(2011-05-31) Odendaal, Wanda; van Zyl, Y
Organisations are starting to think and operate more strategically and are beginning to realise that their survival depends on information. Information management relates to management activities concerning information. Information and the supporting systems are important business assets for establishing and leveraging information-based resources and competence, which allow organisations to compete and survive in the current competitive economic markets. In order for the information management department to support business optimally, they need to retain existing talented people who have the essential knowledge, expertise and competencies to do the work. Adding to this is the need to make the job environment more attractive to current and future job applicants. In order to do this, the management team of the information management department need to understand why people behave as they do. They must have the ability to control, direct and change behaviour, as well as be able to use the right motivation to make the job environment within the information management department more attractive. The purpose of this study is to examine staff retention in an information management environment. The literature study explores the theoretical framework of staff retention, motivation and job satisfaction. A quantitative research approach was followed and a questionnaire was used to elicit data from 50 employees working in an information management department of a petrochemical organisation. The questionnaire was used to measure employee job satisfaction levels and to identify job satisfaction factors. The findings reveal that communication, good working conditions, job security, opportunities for learning and growth, and recognition are seen in this order as being the most important job satisfaction factors. It is clear that employee expectations for job satisfaction are not met in the areas of recognition and good supervision/leadership. In addition, it is noted that employee expectations for job satisfaction are only partially met in the areas of communication, opportunities for learning and growth, promotional opportunities and compensation/pay. The value of this research is that it makes a useful contribution to the current knowledge of the management team in the information management department. The research information collected through this study can be used to establish the optimal mix of motivating factors in order to ensure that current employees are retained and that a sought-after working environment for new appointments is created.
Examining customer-supplier relationships: customer service quality in a precast concrete manufacturing company
(2011-06-06) Masitenyane, Lehlohonolo Amos; Dhurup M.; Bevan-Dye A. L.
This study provides a framework for customer-supplier relationships and service quality measurement in a precast concrete manufacturing firm with the use of the universally accepted SERVQUAL model. Within an increasingly competitive precast concrete market, customer satisfaction is a critical goal for manufacturers of all types. Customer-supplier relationships and service quality were therefore investigated in this study. A quantitative research approach was used in the study to analyse the data. This approach enabled the researcher to obtain an accurate measure of all constructs that relate to service quality improvement for the particular concrete manufacturing firm amongst contractors, civil consultants, government institutions and end users. A sample size of 246 respondents from Gauteng Province was used. Descriptive statistics were used to explain the characteristics of sample data. In addition, factor analysis was used to condense the variables into five factors in order to capture the essence of service quality within a cementitious products organisation. Five dimensions, responsiveness, problem- solving, physical aspects, service personnel and physical appearance were extracted to measure service quality. Results showed that satisfied customers tend to re-patronise suppliers who enhance their service outputs provided to the customers. Thus it is imperative to enhance customer satisfaction and ultimately customer loyalty. These results suggest that improved service qualities can be useful for building customer loyalty and long- lasting relationships. The reliability analysis produced a Cronbach alpha which ranged from 0.700 to 0.815 which were deemed acceptable. The Pearson correlation analysis showed that service quality is associated with customers' future buying behaviour in terms of their decisions to purchase and recommend the supplier to others. Customers felt that service personnel were friendly, courteous and possessed the knowledge to answer customer questions. They exhibited a favourable image of the company and its services. This service dimension was ranked first in terms of importance by the customers therefore, the precast concrete manufacturer ought not be complacent but rather seek innovative ways in maintaining the service personnel dimension of service quality. The overall mean score of expectation of service quality by customers was 4.71. This indicates that the service provided by this company is satisfactory. It therefore suggests that, it is necessary for managerial intervention to prioritise in all these areas to develop a strategy of service quality improvement. Training of personnel is an essential component of service quality enhancement especially with complaints and the complaints-handling procedures. The management team of the organisation needs to play an active role in ensuring that all personnel are adequately trained and highly motivated to understand the user‟s specific problems and in the process to provide competent solutions to problems. Based on literature and results emanating from the empirical survey, these findings may assist the organisation in the enhancement of its service-quality levels. Hence, service-quality levels should be monitored carefully on a continuous basis.
Supply chain constraints in the South African coal mining industry
(2011-06-10) Mathu, Kenneth M.; Pooe, David; Garnett, Andrea
The study explored the South African coal mining industry and it’s role players to establish the causes of the bottlenecks/constraints experienced in the coal mining industry supply chain. A qualitative research paradigm methodology was used. Both theoretical and philosophical assumptions were utilised with inferences from and references to works by other researchers to broaden the knowledge horizons for the study. Thirteen supply chain executives and professionals from the key role players in the coal mining industry were interviewed and provided invaluable input for the study. The study determined the presence of communication barriers between the industry role players in the public and private institutions that culminated in main themes and sub-themes being established from which the industry constraints were uncovered. The study identified six main constraints affecting the various role players within the coal mining supply chain and it culminated in the model that would enable the industry to minimise such constraints. To this end, the study proposes the development of an Integrated Strategy for the Development of Coal Mining (ISDCM).The model is based on the public and private partnership arrangement that would alleviate most of the prevailing constraints when implemented. The model would furthermore have the capacity to rectify most of the existing constraints. It would be funded from the commercial sector and would operate on triple bottom lines of economic, social and environmental factors, with equal weight. This is a desirable direction for the future in order to maintain sustainable development. Emanating from the study are policy and research recommendations for the South African coal mining industry, covering the coordination of the critical areas of the proposed integrated strategy for the development of the coal mining industry. Such recommendations include further research into new coal mines and power stations as well as perceptions and expectations of potential investors in the industry, among others.
Customer perceptions of technology-based banking service quality and its relationship to customer satisfaction and loyalty
(Vaal University of Technology, 2012-06) Redda, Ephrem Habtemichael; Surujlal, J., Prof.; Dhurup, M., Prof.
The rapid advancement in technology-based systems, especially those related to the Internet, has led to fundamental changes in how banks interact with customers. This study provides a framework for understanding customer perceptions of the quality of technology-based banking service and the relationship of this service to customer satisfaction and loyalty. The conceptual framework of this study was based on extensive study of relevant literature and examination of previously developed measuring instruments of service quality in general and e-service quality and online banking in particular. A modified and fully structured questionnaire was developed to suit the South African setting. Given the nature of this study, a quantitative research approach was applied. Customers from Southern Gauteng, South Africa, who made use of online banking facilities from commercial banks, constituted the population for the study. The sampling procedure (snowball sampling technique) resulted in a sample of 180 online banking consumers. Seven factors were extracted as dimensions that influence customer perception of online banking service quality, using a factor analysis and rotated factor loadings procedure. These were: factor 1 (assurance, trust and appeal), factor 2 (responsiveness), factor 3 (ease of use), factor 4 (accessibility), factor 5 (fulfilment), factor 6 (speed and accuracy) and factor 7 (contact). The percentage of variance explained, eigenvalues and scree plot were used in the process of determining the number of factors to extract for the study. With mean values above four on a scale of one (minimum) to five (maximum), all the factors were found to be critical for improvement of online banking service quality. The overall level of customer satisfaction with online banking service quality was very high, with an overall mean score of 4.22. A mean score of 4.10 for customer loyalty predicts that respondents are likely to commit to patronising their current bank in the foreseeable future. Thus, the overall customer satisfaction and loyalty levels were skewed to the right, suggesting that respondents were generally satisfied with the quality of service rendered by the banks. These high levels of customer satisfaction and loyalty should encourage the marketing practitioners of the banks to enhance online banking service quality and ensure its improvement in order to achieve delighted customers. The relationship among the constructs of online banking service quality, customer satisfaction and loyalty was established by using correlations and regression analysis. From the findings, it was established that there is evidence that the seven factors positively influence customer satisfaction and loyalty. The results also highlighted a strong positive influence of customer satisfaction on customer loyalty. Customer satisfaction has become a ‘must achieve’ objective for any bank that wishes to remain profitable and relevant in this competitive business environment. Acquiring loyal customers who will patronise and associate themselves with the bank is of particular importance for the potential market share growth and success of any bank. The relationship among the constructs of online banking service quality dimensions, customer satisfaction and loyalty focus must, however, be based on the individual building blocks of service quality, i.e. the factors (service attributes) that influence online banking service quality. Periodic measurement of the levels of online banking service quality should become an integral part of any bank`s effort and strategy in improving service quality levels. The study, which focused on users of Internet banking in South Africa, was not organisation/bank-specific. For more practical purposes, future endeavours could be focused on organisation/bank-specific studies. It must be emphasised that more research is needed before any final conclusions can be reached on the dimensionality and validity of online banking service quality.
Educators’ perceptions of operational competencies required in public schools
(Vaal University of Technology, 2012-07) Chalmers, Janet; Dhurup, M., Prof.; Surujlal, J., Prof.
An educator is more than a person who just transmits knowledge. An educator plays many different roles in the lives of learners, colleagues and their immediate community. Educators have the opportunity to influence the community, develop learners holistically, create lifelong learners and reflective thinkers. For an educator to demonstrate such competence across a range of teaching roles and contexts, a vast range of operational competencies are required. The purpose of this study was to examine secondary school educators‟ perceptions of the operational competencies required to function in public schools. The literature study explored the roles of the educator and the operational competencies needed to function in a secondary school. A quantitative survey in the form of a questionnaire was used in the study to analyse the level of agreement that educators attached to certain operational competencies. The level of agreement indicated by the educators is likely to indicate the level of importance that they attach to the operational competency. A probability sampling technique in the form of simple random sampling was used in this study. Random samples were drawn from educators in secondary public schools in the Fezile Dabi and Sedibeng districts. A sample size of 280 educators was used. Of the 280 questionnaires that were administered, 49 were not returned and 20 were incomplete, resulting in 211 usable questionnaires. The results of the survey indicated that the competency factors that educators perceived to be of importance were: communication and behaviour management, interpersonal relationships, planning and assessment, leadership skills and perseverance and organisational commitment. The level of correlation of these identified factors with teaching satisfaction was also assessed- indicating that interpersonal relationships had the highest correlation with teaching satisfaction and factors like planning and assessment, organisational commitment and communication and behaviour management had a moderate influence on teaching satisfaction. Leadership skills and perseverance do not have a great influence on teaching satisfaction. The value of the research is that it makes a useful contribution for planners in the Department of Education of South Africa by making them aware of the operational competencies required by educators in public schools. The results of the research could be used to develop the operational competencies that are not perceived by educators to be of importance and to enhance the teaching satisfaction of educators.
Evaluating job satisfaction and job insecurity within an Engineering, procurement and construction (EPC) firm in South Africa
(Vaal University of Technology, 2012-09) Wentzel, Colleen Bernadette; Raijmakers, L. R., Dr.
The construction industry is an important player in the economy of South Africa and therefore job satisfaction and existence of job insecurity of employees in this sector needs to be researched (Thwala & Monese 2008:2). This study comprises a literature review and an empirical study on job satisfaction and job insecurity and its prevalence in an engineering, procurement and construction (EPC) company in South Africa. This study provides insight on whether employment status, that is, contract versus permanent, has any impact on levels of job satisfaction and job insecurity of construction employees. Quantitative research, using the survey method, was used for the empirical portion of the study. All employees of the EPC company were surveyed and included workers permanently employed as well as employees employed through labour brokers, that is those on contract. The EPC company in this study employs staff in various categories, such as section managers, engineers, project managers and site employees. The total population included 145 employees of whom 41 were permanent employees and 104 were employed through labour brokers. The response rate was 39 per cent. Conclusions emanating from the research questions identified marginal differences in the reported levels of job satisfaction and job insecurity for both permanent and contract employees. Contract employees reported slightly higher job satisfaction and job insecurity levels when compared to permanently employed counterparts. The value of this study lies in the fact that no research has been conducted on job satisfaction and job insecurity and its prevalence in the EPC sector in South Africa. This study provided insight into whether employment status - contract versus permanent - had an impact on the reported levels of job satisfaction and job insecurity of employees at an EPC company.
Strategic planning and its relationship with the performance of small and medium-sized enterprises in Gauteng Province
(2012-10) Sandada, Maxwell; Pooe, D.; Dhurup, M.
and medium sized enterprises (SMEs) are the mainstay of economies and societies of many countries around the world. These enterprises are critical to the economy because of the way in which they contribute to the Gross Domestic Product, export revenue generation, innovation, the provision of goods and services thatlarge enterprises depend upon, and the creation of employment opportunities, social stability and improvement of economic welfare. SMEs operate within the economic environment characterised by volatility, dynamism and competitive markets that may seriously threaten their survival. In South Africa, the operating environment for SMEs is constantly changing in the face of a volatile economic environment and a highly competitive market. For SMEs to weather the storm of such volatility and competitive climate, they need to engage in strategic planning processes. While strategic planning research in large organisations has been studied extensively, little attention has been paid to strategic planning of small and medium sized enterprises. Strategic planning has not significantly filtered down to the SME sector. SMEs which practice strategic planning have plans, which are unstructured, less comprehensive and sporadic. There is little evidence of empirical research that has sought to evaluate strategic planning within the sphere of small business research. Therefore, despite the widespread recognition of the importance and significant contributions of SMEs, research on these small businesses remains scarce. There is need for more systematic research aimed at revealing the true nature of strategic planning in SMEs. Despite the contributions of a number of researchers in the field, there is still no universal agreement as to the impact of particular types of planning on SME performance. The study analyses the relationship between strategic planning and the performance of SMEs. It is unique in that rather than using the traditional objective performance measures, subjective measures are used to measure the performance of SMEs. The objective of this study was to establish the relationship between strategic planning and the performance of SMEs measured by perceptual measures of business performance. It also sought to ascertain the relationship between strategic planning and the plans of the business, as well as determining the relationship between business performance and its plans. Another objective was to examine the extent to which SMEs in South Africa have adopted the strategic planning practices. Finally, this study sought to determine if there are differences in strategic planning practices with regard to demographic variables, namely gender, age, and position occupied in the business. A quantitative method was used. Surveys were conducted with 415250 SMEs, which were identified by convenience sampling method. Data from owners/managers of these SMEs was collected using self-administered structured questionnaires. Factor, correlation and regression analyses were conducted and the findings were discussed. The main components of strategic planning include environmental scanning, business mission and vision, formality of strategic planning, employee participation in the strategic planning process, source of information about the environment, strategy implementation incentives, monitoring, evaluation and control, and time horizon of strategic planning. The finding of this study shows that there is a positive causal relationship between strategic planning and the performance of SMEs measured by perceptual measures of business performance. It was also found that there is a mixed relationship between strategic planning and future plans of the SMEs. An additional finding is that business performance has a positive relationship with the plans of the business. The results also indicate that the majority of SMEs practice strategic planning. Finally, the results reveal that the gender, age and occupation of the respondent do not influence the strategic planning practices in SMEs. The only strategic component that depends on the occupation of the respondent is the use of mission and vision statements. Given that today’s business environments for SMEs are characterised by high levels of competition, uncertainty and turbulence, it is recommended that SMEs should adopt more strategic planning practices so that they can make informed decisions. In order to ensure their success and sustainability, SMEs should scan the environment more frequently and seriously than they currently do.
An evaluation of budget allocation and expenditure patterns of Sedibeng district municipality on service delivery
(Vaal University of Technology, 2012-10) Imuezerua, Emmanuel Oiseomaye; Naidoo, Prakash, Prof.; Okubena, Olumunyiwa, Dr.
The delivery of service to communities by the municipalities has become a major challenge due to the backlog of service delivery created by the apartheid government in South Africa. The recognition however of local government as a tier of government has gained a new dynamic role as instrument of service delivery. The ultimate objective of this study is to determine the nature of budgetary procedure applicable to the municipality and also examine the budgetary allocation of Sedibeng District Municipality with regard to service delivery. The empirical study consisted of a structured questionnaire handed out to a sample population of officials at Sedibeng District Municipality. The officials were asked to respond to questions on budget allocation and compilation and how service is delivered. A total of thirty - four questionnaires were returned from the forty issued, which generated an 85% response rate. A semi structured interview was also conducted with staff of the budget unit and the Integrated Development Plan unit. The validity and reliability of the data was measured using the Cronbach’s Alpha (a statistical test used in order to generate internal consistency of the questionnaire) and analysed by regression analysis. However the findings of the empirical investigation indicated that although the municipality claim to operate the incremental method of budgeting, the zero based method and trend analysis based method are used in certain sections of the budget which contributes to shortfall in service delivered to the communities. The study concluded with a number of recommendations. These address the short comings and improvements that can be made for effective service delivery to communities.
The role of servicescapes in spectators' attendance at selected soccer stadia
(2012-11-01) Mofoka, Makha Agatha; Dhurup, M.; Surujlal, J.
Spectators are key constituents of sport organisations’ success as a large spectator base attracts sponsors. Once a spectator enters a sport stadium, the physical environment and the experience of the game may lead to a relationship with the environment and a team resulting in the spectator either revisiting a sport stadium, recommending the venue to others or avoiding the environment. Spectator attendance at sports stadia is also a primary sources of revenue for sport events. Stadium attendance also brings different benefits for spectators as a stadium can add excitement and atmosphere to an event experience and opportunities for socialisation within the environment. The main purpose of this study was to determine the role of servicescapes in spectators’ attendance at selected sport stadiums in Gauteng. Since sport depends on the facility for its production and service delivery, place (distribution) is an essential component in the marketing mix, as it can lead to approach or avoidance behaviours. The study was conducted at two different stadiums namely (Soccer City (formerly FNB) and Orlando stadiums) in the Gauteng Province. A quantitative research approach was used. A structured questionnaire was administered to 200 spectators using non-probability convenience sampling. Data from a total of 170 completed questionnaires were analysed. Data analysis was undertaken in two phases: firstly by pilot testing the questionnaire and secondly by the consolidation of the main survey findings through a more detailed analysis. The data was analysed with a view to address the objectives of the study. In order to ensure high quality analysis, all evidence was considered and all major rival interpretations were also addressed. Factor analysis was used to determine the various servicescape dimensions. Seven factors of servicescape were extracted, namely scoreboard quality, refreshment provisioning, facility aesthetics, space allocation, stadium accessibility, seating comfort and stadium cleanliness. The findings in this study indicate that there is significant positive correlation between the seven factors and future attendance and also a desire to stay within the stadium. The regression analysis reported significant predictive relationships between the stadium servicescape, future attendance and also a desire to stay within the stadium. Regression models depict that spatial allocation and functionality followed by stadia cleanliness made the greatest impact on spectators’ desire to stay within a servicescape and seating comfort and facility aesthetics significantly contributes to future patronage. Recommendations in this study suggest that stadium management and sport marketers should not concentrate on one factor but on several servicescape factors in order to maintain spectator patronage on sport stadium. By fulfilling spectators’ expectations, sport marketers and stadium management should ensure that spectators are satisfied with the stadium facilities and the physical environment to maintain their retention and loyalty to the stadium.
Decision-making styles of generation Y consumers in the purchase of fashion apparel in Kempton Park
(2012-11-01) Mandhlazi, Lawrence; Dhurup, M.
The underlying determinants of how and why people shop has been a topic of study for many years, when typologies of shopping styles were developed. These studies have been successful in demonstrating that some shoppers display consistent shopping orientations that can be diametrically opposed, for example, the functional shopper versus the recreational shopper. This study concentrates on purchasing patterns of consumers by examining the decision-making styles of Generation Y consumers with regard to fashion apparel. The study reports on various stages that consumers undergo when confronted with a decision situation. These stages are outlined as need recognition, information search, pre-purchase evaluation, purchase, consumption and post-consumption. The buying behaviours influencing consumers were categorised into internal and external factors. The internal factor includes perception, motivation, learning, attitudes, personalities, self-concept, lifestyle and demography. The external factors comprised the following variables, namely, cultural background, subculture, family influence, and the social factor. The general characteristics of Generation Y were briefly discussed. Various dimensions used to measure consumer decision-making styles were reviewed in the study related to perfectionism, brand consciousness, novelty-fashion consciousness, recreational consciousness, price-and-value-for-money consciousness, impulsiveness and confusion as a result of overchoice of brands. The study adopted quantitative approach. A structured questionnaire was used to survey 230 students who were selected using non-probability convenience sampling. Seven dimensions measuring consumer decision-making styles were found to be applicable within the Generation Y context. These consumers were profiled as being quality conscious, brand conscious, novelty-seeking, hedonistic, confused by overchoice, habitual, brand loyal and fashion conscious. Differences were found between consumers who are confused by overchoice and younger Generation Y consumers. Younger consumers were found to be more confused by overchoice compared to their older counterparts. It is suggested that apparel retailers should try to use communication channels which will be more understandable by Generation Y consumers, and they should provide information that assists buyers to make a rational decision in the buying process. Differences were also confirmed between habitual, brand-loyal consumers and age. It was found that younger consumers are more likely to be loyal to specific brands as compared to their older counterparts. Differences were noted between brand conscious, confused by overchoice and gender. Brand consciousness was regarded as a reflection of men‟s desire to use shopping as a demonstration of their superiority, as well as being beneficial because they reduce search costs. It was revealed that males were more brand conscious than their female counterparts. It also highlighted that males were more confused by overchoice than females. The study found that the majority of Generation Y does pursue quality, even if it means paying higher prices. It is recommended that retailers should continue to emphasise their well-known brand names and set prices at levels where consumers perceive the quality of the product by its price. Retailers should focus on diverse designs, sizes and colours in their product assortment and range. The introduction of new products through the use of fashion shows, fashion magazines and advertisements may provide added advantages in terms of brand awareness
Sponsorship effectiveness: consumer recall, recognition and perceptions of official sponsorship and ambush marketing in the 2010 FIFA World Cup™
(Vaal University of Technology, 2012-11-01) Rabale, Emmanuel; Surujlal, J., Prof.; Dhurup, M., Prof.
The phenomenal growth of special events sponsorship as a promotional tool is evident in the increase in the number of companies and their expenditure on sponsoring events. Currently, football (for the purpose of this study, the term football and soccer are used interchangeably) has become the most heavily sponsored sport in terms of value and number of sponsorship deals. International events such as the Federation of International Football Association (FIFA) World Cup™ and the Olympic Games are the biggest sporting events staged globally which makes them particularly lucrative for sponsor investment. The high media coverage and duration offers an ideal platform to create high brand awareness, consumer’s recall and recognition for the participating sponsors. The FIFA Soccer World Cup™ tournament with its huge audience is perhaps the premier place for companies to display their brands on an international stage. Millions of rands are spent on sponsorship in general every year and on sports sponsorship in particular. Yet little is known about the effectiveness of this expenditure. Sponsors are often unsure whether only their brands benefit from a sponsorship or whether competing brands in the same product category also benefit from their efforts. The primary objective of this study was to determine sponsorship effectiveness through consumers recall and recognition. In addition, the study sought to determine the perception of official sponsorship and ambush marketing during the 2010 FIFA World Cup™. The event attracts billions of viewers and a huge number of companies associate their products with this event. A quantitative approach was adopted for the study. The data was collected using a convenience sample of 462 fans, supporters and followers of the 2010 FIFA Soccer World Cup™ in Gauteng, South Africa. To determine sponsorship effectiveness, consumer-aided and unaided recall tests were conducted after the 2010 FIFA World Cup™ in an attempt to quantify sponsorship recall of official and non-official responses In addition, the study sought to establish consumers’ perceptions of official sponsors and the purchase intentions of their products and brands. Finally, consumers perceptions towards unofficial (ambush marketers) sponsors were ascertained. The high frequency of inaccurate responses through unaided recall suggests that there was confusion in the minds of respondents regarding those who were official sponsors of the 2010 FIFA World Cup™. This has serious implications for both marketers and sponsors as the effectiveness of sponsorship as a marketing communication tool comes into question. This may work to the advantage of ambush marketers who could effectively use the confusion in consumers’ minds to market their products and brands. Possible reasons for the inaccurate responses could be attributed to the fact that the World Cup™ is a once-off event that attracts individuals because of the novelty of the event and the multiple distractions that are associated with the event. The inaccurate responses may also have implications for future purchase intentions of the product since a recall level of awareness could be a determining factor in the purchase decision. This study revealed that sponsorship recall is enhanced by aided recall and prior knowledge of the sponsor. The responses with regard to aided recall suggest that consumers were able to recognise brands that were housed and marketed in South Africa. Brands such as Seara, Yingu Solar, Satyam, NeoAfrica, Aggreko and Prasa are relatively unknown brands in South Africa – therefore they were not easily recognised by the respondents. From a marketing perspective, the question arises whether it is feasible for foreign-based companies such as Emirates and Mahindra Satyam to invest in sponsorship ventures that are unlikely to achieve the desired results. These companies did not widely advertise in the local South African market. However, because the 2010 FIFA World Cup™ had a worldwide impact, this does not mean that global brands failed to achieve their objectives elsewhere in the world. In other words, they could have been playing to a much wider audience, in much stronger markets than that of the host country. An interesting revelation was that most consumers were able to recall brands that were global, mass-marketed and consumer-oriented such as Coca-Cola and McDonalds. This may partially be because during the event they were intensively engaged in advertising their sponsorship in the 2010 FIFA World Cup™.
The application of cost accounting methods by the general engineering companies in Southern Gauteng
(Vaal University of Technology, 2012-12) Sousa De Oliveira Fouché, Regina Maria; Pooe, R. I. D., Dr.; Ziemerink, J. E. E., Dr.
General engineering is characterised by its ability to manufacture and service a number of diverse products. Companies that manufacture various products can only measure costs accurately by using a job-order costing system whereby costs such as material, labour and overheads can be recorded. General engineering companies in Southern Gauteng supply precision manufactured components and services to the petrochemical, mining and steel manufacturing industries. When submitting a tender to a prospective client, companies often rely on informal methods such as “hearsay benchmarking”. Traditional costing methods are often ignored. Due to the competitive environment as well as to ensure sustainability, companies have to ensure that their pricing structures are efficient. The review of literature and research seem to indicate that companies often neglect cost accounting and often use methods that are obsolete and no longer relevant to the changing manufacturing environment. The main objective of this study was to explore the extent to which general engineering companies in Southern Gauteng are employing cost accounting methods. The study focused on the current methods and their relevance and effectiveness in providing the information required by the users to maintain a competitive edge in the market and still conduct a sustainable business. The research was conducted on the general engineering companies within Gauteng South. A literature study on cost accounting methods was undertaken, focusing primarily on cost accounting methods used by engineering companies involved in the manufacturing and servicing of diverse products. The empirical study was carried out in two phases: • A case study on a reputable general engineering company. • A survey was done on the cost accounting methods used by other general engineering companies. The study adopted a quantitative approach. The case study was used as a benchmark to draw up the structured questionnaire that was used to survey 91 general engineering companies that were selected using purposive sampling. The questionnaire embodied four sections; A, B, C and D. Section A requested general information and the demographic profile of the respondents. Section B invited views on cost accounting methods applicable to the general engineering environment. Section C gathered information regarding cost accounting methods currently used in the company. Section D examined the relevance and effectiveness of costing methods in decision making. Questionnaires were delivered by hand to owners and managers who are responsible for the costing methods at the designated general engineering companies. The study found that the respondents had a good understanding of the costing methods applicable to the general engineering environment. Although respondents had a good understanding of costing methods, the implementation thereof at their organisations was still wanting in some areas. Significant differences between companies’ views on costing methods their relevance and effectiveness and the methods they currently use were found. When companies were categorised according to their turnover it was evident that turnover did play role in the companies’ views on costing methods and their relevance and effectiveness in decision making. Those with a higher turnover had relatively more costing methods and systems in place.
Store selection criteria amongst black consumers in the purchase of sportswear apparel in Soweto and the relationship with store satisfaction and loyalty
(2013-01) Mathaba, Ryan Lesetja; Dhurup, M.; Surjlal, J.
Research on apparel store choice and patronage has been widely studied locally and internationally. However, it is still important to understand consumers’ purchase behaviour and to develop appropriate retailing strategy. South Africa is currently experiencing a substantial growth in retail infrastructure especially in townships. Formal retailers are now expanding into township markets. Most of those retailers differentiated themselves from their competitors by developing a corporate identity, inter-alia through their store image. The purpose of the research was to examine apparel store selection criteria amongst black consumers in Soweto. In addition, this research examined the relationship between store satisfaction and loyalty. The literature review focuses on consumer behaviour variables and store image variables influential in store selection. The review was necessary to provide an overview of how consumers decide where, how and when to shop. A structured questionnaire was used to collect data from 489 respondents who were selected using non-probability convenience sampling. The sample size comprised sportswear apparel shoppers (blacks), both male and female, 18 years and older who patronised three shopping malls, namely Protea Gardens, Southgate, and Jabulani Mall. Data were analysed using Exploratory Factor Analysis (EFA), mean rankings, the Mann Whitney U test, correlation analysis and regression. Six factors were found to be appropriate to capture the dimensions of store selection. These factors were labelled sales assistant, store atmospherics, store appeal (interior/exterior), in-store induced appeals, promotion/brand availability and store accessibility. Furthermore, the data obtained revealed a strong linear relationship between satisfaction and loyalty as well as significant relationship amongst the dimensions of store selection. Regression analysis revealed that promotion/brand availability and store satisfaction are strong predictors of loyalty. The Mann Whitney U test revealed no significant difference in the store choice dimensions between female and male respondents. The recommendations arising from the current study could help retailers understand what motivates shoppers to select one store amongst other stores. The identification of in-store and out-of-store activities that encourage consumers to stay store loyal, are critical to the success of retail businesses. Future studies may be extended on the purchase of other products apart from sportswear items.
Quality management of short courses at higher education institutions in South Africa
(2013-03) Brits, Maria Magretha; Joubert, P. A.
This study is an attempt to conceptualise and enhance the quality management of the short course offerings at the Vaal University of Technology (VUT). The Higher Education Quality Committee (HEQC) conducted its first cycle of institutional audit exercises from 2004 – 2009 at private and public universities in South Africa. This study follows on the HEQC audit panel’s report, with reference to VUTs offering of short courses (SCs). The HEQC informed the institution that the quality assurance system of SCs is not on par with the requirements of the HEQC. Therefore, it does not meet the minimum standards for an effective quality management system for SCs. It is imperative for the institution to conceptualise the quality management of SCs and to develop a system that ensures ongoing improvement. This study addresses this gap by conceptualising the quality management of SCs on national level in higher education. The study draws on good practices on national level that can inform the refinement of the existing quality assurance system for SCs at VUT. The empirical study was conducted with public institutions of higher learning in South Africa. Quantitative data were collected from dedicated SCs and/or quality assurance or quality management offices at all 23 public institutions of higher learning. Five universities were identified as institutions with good practice, based on quantitative information that was gathered, analysed and interpreted during this study. The study revealed that it is imperative for higher education institutions to develop quality assurance systems that are based on cyclical processes of ongoing improvement, such as the PDCA (Plan-Do-Check-Act), PIRI (Plan-Implement- Review-Improve) and ADRI (Approach-Deployment-Results-Improvement) models. A key assumption of the research is that quality assurance for SCs at VUT should be aligned with the institution’s quality assurance system. The study highlights the value of the principles of Total Quality Management, the notion of continuous improvement, self-evaluation and external monitoring. Recommendations in this study suggest that VUT should conduct further institutional benchmarking exercises with the five institutions that received commendations and full delegations, in order to develop a conceptual model for understanding and enhancing its SC offerings.
The application of budgeting process in public secondary schools in Gauteng South Region
(2013-04) Radebe, Lizzie Zanyiwe
A budget is an action plan that is utilized by organisations, private or public, in order to attain their objectives. Budgets are used to ensure better financial performance for organizations. They are also used to identify financial problems and take appropriate corrective measures. Public secondary schools also prepare their budgets to plan for their income and expenditure. It is through developing their budgets that public secondary schools are able to achieve their visions and missions. The purpose of the study is to evaluate the extent to which the budgeting process is effectively implemented in public secondary schools in the Gauteng South Region. To achieve this objective a questionnaire was developed to elicit responses from the participants in the research. The questionnaire was a closed-ended one with two sections, A and B. Section A of the questionnaire was developed to gather biographical information about the units of analysis, whereas Section B dealt with key issues pertaining to the budgeting process. The reliability of the questionnaire was tested through Cronbach’s alpha coefficient. The feedback from the questionnaire was analysed by means of Exploratory Factor Analysis where five factors were extracted and their reliability also tested. The factor loading matrix was computed to identify appropriate items for each factor. The items were analysed using frequencies in respect of each factor. Correlations analysis for the factors was conducted to determine the relationship between them. The findings from the study indicate that: budget planning assists school managers in comparing income and expenditure; coordination of budgeting activities is a problem at schools; lack of communication stifles effective implementation of the budget; there is no effective training and development for those involved in the budgeting process; the financial targets are not set and communicated to key stakeholders; there is lack of budget control and monitoring measures of variances of the planned and actual budget is non-existent; educators are not offered the opportunity to participate in the budgeting process let alone have the authority to make decisions on budgetary issues for those who are involved. The value of this research lies in setting appropriate guidelines for effective implementation of the budgeting process. Effective implementation of the budgeting process will facilitate efficient delivery of quality education to learners. The importance of the study is that it offers various types of budgets that public secondary schools can use to remain financially viable and sustainable.
Job seekers' perceptions about the PNet website as an E-recruitment tool within South Africa
(2013-07) Lesuthu, Kali; Grobler, B. R.; Joubert, P. A.
E-recruitment is one of the e-commerce applications that has enjoyed a multiple growth since its introduction in the early 1990s. There have been many variations regarding sophistication, types and success; as a result, this has posed a number of challenges to all stakeholders in these technologies. Thus, specific stakeholders may find specific applications suitable for their needs or within their reach to utilise. Companies can use these applications by implementing their own e-recruitment systems or by buying e-recruitment services provided by the third party, or a combination of both, depending on their objectives. The current study is focused on e-recruitment service providers who use general-purpose job boards that are fairly advanced in sophistication, such as the PNet recruitment website. These e-recruitment service providers are mostly recognised as online firms that manage their operations through their websites. However, behind these websites the physical ordinary businesses utilise the Internet as a means to perform their operations. Like other businesses, these e-recruitment service providers constantly face rapid shifts in technology, which places a considerable amount of pressure on them, as they persistently have to seek ways to stay ahead of their competitors. The competitiveness of every business lies in their knowledge of the market in which it operates in, as well the extent to which it is able to meet the needs of its customers. This study extends market knowledge and satisfaction of customers’ needs in the context of e-recruitment. It views the job seekers as the major customers for sustainability and competitiveness for e-recruiting companies or firms. The study was conducted using a survey method, sampling with n = 717 job seekers who use the PNet website to search for jobs. The primary data was obtained from the sample by means of a 6-point Likert questionnaire ranging from 1=strongly disagree to 6=strongly agree, measuring factors that influence the perceptions of job seekers regarding their use of the website. The questionnaire was administered via the Internet using the Sogo-Survey online tool. The main objective of the study was to evaluate job seekers’ perceptions about the PNet website as an e-recruitment tool, as well as to discover which factors are the best predictors of the continued use of the PNet website. The job seekers’ perceptions about the PNet website, as an e-recruitment tool in South Africa, were founded on the nine theoretical factors used in the questionnaire. From these factors, statistically significant differences in the factor means were present within the two independent groups, namely qualifications and gender. Using the standardised Beta value (β) the findings revealed that the attitude towards the website (.285) was the most important predictor, followed by information timeliness (.231), then attraction to the website (.182), usefulness of the website (.180) ease of use of the website (.170) and quality of website (.167). Findings and recommendations of this study are of importance to recruitment service providers and employers as it provides crucial information regarding their markets and how to improve the profitability of their businesses.

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