Theses And Dissertations

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    Service Satisfaction and Loyalty: A Comparison of Perceptions Between Bank Tellers and Internal Customer Groups in a Retail Bank in Zimbabwe
    (University of Fort Hare, 2002-04) Chipunza, Crispen
    It is no longer sufficient for service organisations to concentrate solely on good prices in marketing their products for business success. At the centre of many service organisations today is the realisation of improving organisational performance by attracting, satisfying and retaining customers. Such efforts are realised through the delivery of quality service (Steyn, 2000). Except in rare instances, quality service culminates in complete customer and employee satisfaction (Jones & Sasser, Jr 1995). Complete customer satisfaction is generally regarded as a good indicator of the level of service quality rendered by any service organisation. On the other hand, service quality is also regarded as having its roots in the contact employees (those with direct contact with customers on a daily basis) of service organisations (Ferrell & Hartline, 1996). As put forward by Rucc~ Kim and Quinn (1998), attention by service organisations in satisfying and retaining customers and employees help in the development of measures that show how well an organisation is doing with customers, employees and investors. The authors further pointed out that, a knowledge of such measures will only be realised by addressing a question like: "Do we have a knowledge or understanding of the several layers of factors that drive employee attitudes, that in turn affect employee retention and which in turn affect the drivers of customer satisfaction and retention?" (Rucci et al., 1998:84). Answers to such a question would establish the importance service organisations should place in customer and employee satisfaction for business success (Fournier, Dobsch & Mick 1998).
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    Adopting employer-driven human resource development as a strategy in bridging the skills gap in South Africa
    (University of Fort Hare, 2010) Samuel, Michael Olorunjuwon
    Skills shortage has been generally and consistently identified as the single most important constraint to accelerated and sustainable economic growth in South Africa. The government is targeting an annual economic growth rate of 7%, but economic analysts and experts have predicted that government may not be able to achieve this objective unless there is a remarkable transformation of the skills profile presently obtainable in the country’s labour market. This has necessitated a growing concern that a skill crisis was becoming a ‘binding constraints’ on development, prompting new government interventions prioritising ways to address skills shortages and mismatches. The primary objective of this study therefore was to conduct an empirical study in order to determine the contribution of employers and the Sector Education and Training Authorities (SETAs) towards employee training and development. In addition, the study evaluated the impact of affirmative action policy as it affects the shortage and turnover of highly-skilled South Africans. Equally central to this study was the need to establish the degree of misalignment between the skills that are being produced locally by the Higher Education and Training institutions on the one hand, and those skills that are needed for continuous economic growth in the country on the other hand. In order to achieve these objectives, 160 organisations, both in the public and private sectors of the economy were surveyed. A questionnaire, measured on a five-point Likert scale, and also containing some ordinal questions was used to collect primary data from respondents (Training and Development Managers). The data collected was analysed using various statistical methods in order to arrive at a meaningful interpretation and conclusions. The major findings of the study presented evidence of employees’ participation in various training programmes provided by employers and SETAs. However, these training programmes were not conducted within the context of the National Qualifications Framework band. This failure makes certification and national recognition of such training and development outcomes to be difficult. The study further finds that employers were almost equally divided on the extent to which implementation of the affirmative action policy (through the Employment Equity Act, Act 55 of 1998) in the workplaces has contributed to skills shortages and turnover of highly skilled employees and professionals in South Africa. Statistical data of bachelor degree graduates from 2005 – 2008 was collected from six comprehensive universities and universities of technology. The data indicates the fields of study by undergraduate bachelor degree graduates. This was done in order to assist in determining the supply-side of skills trajectory. The data was analysed and compared with the demand-side characteristics of skills, which was established through literature review. The result of the analysis shows that there was a significant misalignment between the demand and supply side trajectories. This suggests that the demand for certain skills that are needed for sustainable economic growth far outstrip those currently produced by the Higher Education and Training system. The study made appropriate recommendations to the Education and Labour authorities in South Africa based on the findings of the research. Limitations of the study were identified and possible directions for future research were highlighted.
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    The relationship between the quality of employee training and development on service delivery: a case study of buffalo city municipality, Eastern Cape.
    (University of Fort Hare, 2011) Mpofu, Mthokozisi
    Service delivery, by local municipal authorities, has proved to be a significant problem. One of the main problems affecting the efficient provision of basic services by municipalities has proven to be the poor performance of municipal employees. Municipalities are faced with the problem of how best to improve the provision of basic services within their communities. One way of improving the efficient and effective provision of basic services is through improved employee performance, which can be achieved through quality employee training and development programmes. This study seeks to investigate the relationship between the quality of employee training and development and service delivery in the Buffalo City Municipality. Thus the perceptions and opinions of both employees and residents of Buffalo City Municipality were investigated, in relation to service delivery issues and the quality and effect of training and development programmes on those who are employed by the Buffalo City Municipality. Using a quantitative design, structured questionnaires were distributed to a sample of respondents, which was comprised of residents and employees of Buffalo City Municipality. Stratified random sampling was used to select the sample through the organization of the population into homogenous subsets. The data was subjected to a number of statistical analyses, including the Analysis of Variance (ANOVA) tests, to determine the differences in perceptions of the groups under study. Findings from this study reveal that quality employee training and development leads to improved employee performance. This, in turn, leads to improvements in the provision of basic services to communities. The findings also indicate that residents have an important role to play in the efficient and effective provision of basic services by municipalities in their communities.
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    Organisational restructuring and its impact on job satisfaction, career mobility and stress levels of employees at Lesotho highlands development authority
    (University of Fort Hare, 2009) Katiso, Mahloane Wiliam
    As we may be aware, we live in a world of change, where everything constantly has reformed. Organisations are also part of that big change especially in the new millennium where re-engineering, downsizing, outsourcing and restructuring have become common terms associated with many organisations. Although a number of studies have tried to determine how organisational restructuring benefits the organisation, little has been done to find out how the welfare of employees is affected by the restructuring initiatives. This study investigates the perceptions that employees have of organisational restructuring. It investigates how their job satisfaction, career mobility and their stress levels are affected by restructuring process after the restructuring process as well the stress that such employees experience due to restructuring. A survey was conducted at Lesotho Highlands Development Authority, where data was obtained from 121 respondents and statistically analysed. The findings reflect a negative association between restructuring and stress levels and career mobility. The findings show that job satisfaction was still experienced by the employees at LHDA and that most respondents see organisational restructuring as something that benefits the organisation and has little to do with the interests of the workers.
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    An Exploratory Study of the Impacts of Climate Variability on Food Production Availability and Access in Chivi District, Zimbabwe.
    (University of Fort Hare, 2013) Raphael, Gwindi
    The impacts of climate variability have been of global concern for many years. These impacts are affecting economic, social, cultural, agricultural, health and political structures in different countries. Although the impacts of climate variability on agricultural production are being experienced globally, it is generally accepted that the developing countries are the worst affected due to a variety of reasons. Given the high susceptibility of developing countries to climate variability, this study maps and analyses the impacts of climate variability on agricultural production, food production, availability and access in Chivi District, Zimbabwe. The study aimed at finding out experiences, so it used a qualitative approach. The study uses in-depth and focus group discussions to collect data. Chivi district is experiencing erratic weather patterns which are impacting agricultural production in general and food production in particular. Consequently, food availability and access is on the decline in the district. Even though smallholder farmers have devised coping and adaptation strategies, this is not sufficient to help them fully deal with the impacts of climate variability. This is due to their limited assets, inadequate technology and climate information among other things. In an attempt to assist these smallholder farmers cope and adapt to the impacts of climate variability, NGOs and Government Departments have instituted a number of community interventions. This assistance includes agricultural extension services, farming input support and provision of climate change information and a lot of other things. In view of these findings, the study recommends the universal adoption and growing of small grain drought resistant crops in climate variability affected Chivi. It further recommends that farmers adopt conservation agriculture, get into partnerships and co-operatives to practice irrigation gardening where those without water sources provide equipment, labour and knowledge. The study also recommends that more climate science research be conducted in Zimbabwe by both NGOs and Government Departments. Furthermore, government and NGOs should provide more support for farmers in the form of climate change related training, knowledge and technology transfer among other things.
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    The contributions of Property and Inheritance Rights (PIR) programmes to the empowerment of widows: A study of selected Non-governmental Organisations (NGOs) in Binga, Zimbabwe.
    (University of Fort Hare, 2014) Tshuma, Roselyn
    This study examines the contributions of Non-Governmental Organizations (NGOs) driven Property and Inheritance Rights (PIR) programmes towards the empowerment of widows in Binga District, Zimbabwe. Focusing on two NGOs, Ntengwe and Zubo, this study examines how patriarchal power is legitimized through customary law and the impacts of such on widows after the death of their husbands. It further explores whether the PIR programmes/projects run by Zubo and Ntengwe are providing the necessary knowledge and empowering widows to fight property grabbing after the death of their husbands. The contributions of these PIR programmes/projects towards the enhancement of Binga widows’ livelihoods are also explored. In answering the study research questions a qualitative approach was used. Triangulation was employed as it allowed the study to answer and analyze the research questions from multiple perspectives. The study found that Ntengwe and Zubo PIR programmes/projects play a significant role towards the empowerment of widows in rural Binga. This has led to the enhancement of their livelihoods. The study also found that strategies used for contesting property grabbing by the widows in partnership with NGOs are effective and contributing to the empowerment of widows in the community. Among many other recommendations, the study proposes that NGOs should secure more funding so that they widen their operations in Binga wards. Such an increase in operations will enable more Binga widows to be empowered through the NGO run PIR programmes and projects.
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    Occupational stress and intrinsic motivation as determinants of job engagement in the South African Police Service in Greater Kokstad Municipality.
    (University of Fort Hare, 2016) Jojo, Avela
    Occupational stress, intrinsic motivation and job engagement are areas of importance for today’s management. The main objective of this study was to explore the combined effect of occupational stress and intrinsic motivation in determining job engagement in the South African Police Service. Moreover, the study investigated the relationship between occupational stress, intrinsic motivation and job engagement. The study also sought to enquire into the effects rank and gender has on the study variables. A quantitative approach was adopted. A structured self – administered questionnaire comprising of four sections: biographical information, police stress questionnaire, intrinsic motivation inventory and job engagement scale was used to collect data. Statistical Package for the Social Sciences (SPSS) was used to analyse data, and both descriptive and inferential statistics were utilized. The results revealed a negative relationship between occupational stress and job engagement. A positive relationship between intrinsic motivation and job engagement was also found. There was no combined effect of occupational stress and intrinsic motivation on job engagement. Lastly, no significant differences in the way police experience stress were found among rank and gender. The researcher concluded that even when police officers are under great amounts of stress they are still engaged in their jobs. Where levels of intrinsic motivation were high for the police officers, so were the levels of job engagement. Demographic variables did not yield any significant relationships to the study variables. These findings are of significance in creating a police force which is productive and meets the goals and objectives of the South African Police Service.
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    A study of job stress, job satisfaction and turnover intentions among employees of the Eastern Cape provincial legislature in Bhisho.
    (University of Fort Hare, 2016) Tom, Zoliswa Mavis
    According to Greenberg (2011) stress is an inevitable fact of organizational life today, and has an effect on both the employer and employee. The main aim of this study was on finding out the effect of job stress on job satisfaction and employee turnover in the Eastern Cape Provincial Legislature department. This study was conducted employing logical positivism as the philosophical paradigm; and this logical positivism derives from only two sources of knowledge which are logical reasoning and empirical experience. The researcher employed a non-experimental exploratory quantitative approach, employing the questionnaire as a data collection instrument. A sample size of 238 participants was used to collect data. Data analysis was done using the Pearson correlation coefficient and multi regressions. Job stress was found to have substantial influence to increase turnover intentions and to decrease job satisfaction. In addition, job stress and job satisfaction combine to have a collective influence on turnover intentions. The study recommends managers to implement motivational strategies to enhance job satisfaction and retain employees as long as possible.
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    The impact of learning, advancement and quality of work-life on turnover intentions among nurses in Amathole district, South Africa.
    (University of Fort Hare, 2014) Marufu, Tandiwe Joy
    Ongoing instability in the nursing workforce is raising questions globally about the issue of nurse turnover. It is against this background that this research examines the impact of learning, advancement and quality of work-life on turnover intentions among nurses in selected hospitals from Eastern Cape. Little research has been conducted to investigate the impact of the above mentioned subjects on turnover intentions among nurses in the South African health sector. Research questions as well as hypotheses were formulated as the means to gain data on the subject. The research employed a quantitative design with a sample size of 160 nurses and 159 were returned. The data analysis consisted of both descriptive and inferential statistics. The main findings of the study showed a positive relationship among job satisfaction, work-life rewards, learning and advancement opportunities and job satisfaction. However, there were negative relationships between job satisfaction and turnover intentions; work-life rewards and turnover intentions; and also among learning, career advancement and turnover intentions. Finally, suggestions were made to the top management in the Health sector to come up with strategies and mechanisms that improve nurses’ quality of work-life and offering them training and advancement opportunities through organisational change programs.
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    Entrepreneurship education as a strategy for the promotion of entrepreneurship culture and poverty reduction among university students.
    (University of Fort Hare, 2015) Nwokolo, Echezona
    Entrepreneurship is very crucial in the growth and development of the economy, social development, economic competitiveness, job creation as well as enhancement of social welfare and poverty reduction. South Africa has consistently assumed a very poor position in the Global Entrepreneurship Monitor survey in terms of entrepreneurial activity. It is clear that South Africa is not producing a sufficiently entrepreneurial economy and this need to be addressed so as to create employment, expand markets, increase production and revitalize communities so as to reduce poverty. This study investigated entrepreneurship education as a viable tool for the promotion of entrepreneurship among university students for poverty reduction in South Africa. The main aim of this study was to investigate whether entrepreneurship education will be used as a viable tool to promote entrepreneurship among University students to tackle the problems of poverty in South Africa. Quantitative research design was adopted in conducting this study. The study employed both primary and secondary data sources. The primary data was collected using self-administered questionnaire. The respondents were selected using simple random sampling method where a sample size of 374 was selected from a sample frame of 13,331 thousand students. Five-point Likert scale was used to measure the responses. Data analysis methods used include descriptive statistics, one sample statistic test, Chi-square tests and independent t-test. The validity and reliability of the research instrument and the findings were assured through pilot study and Cronbach alpha reliability test. The results indicate that there is positive attitude towards entrepreneurship among university students, entrepreneurship education improves and promote self-reliance and self-independence, entrepreneurship education improves entrepreneurial competencies, promotes entrepreneurship culture and reduces poverty. Recommendations to reduce poverty in South Africa using entrepreneurship education were suggested to the government, government agencies, policy makers and private businesses.