Browsing by Author "Govender, Krishna Kistan."

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Combined heat and power (CHP) retrofit for supplemental on-site power generation at Engen oil refinery.
(2019) Moodley, Denzil.; Davidson, Innocent Ewean.; Govender, Krishna Kistan.
This thesis is a critical evaluation of an opportunity project for on-site generation of electricity at the ENGEN refinery in Durban, South Africa. The key equipment discussed is a 2.5MW special purpose backpressure turbine which (prior to July of 2014), operated in continuous service as a compressor prime mover. The availability of the turbine since the plant decommissioning, has drawn business interest in a retrofit service application as a turbo-generator capable of electrical power production if re-engineered with a an optimal gearbox and electrical generator configuration. The assessment method employed for the data extraction and calculations in this thesis is the “Plant performance triangle”. Historical and current process data are filtered for meaningful calculations and engineering analysis. Data segmentation methods are used to analyse the refinery operation at varying boiler loads where High Pressure (HP) steam at 40 barg is routed to the turbine and let down to 10 barg Medium Pressure (MP) header. The thesis evaluates the profitability of the devaluation of this steam by the isentropic steam expansion from thermal to mechanical to finally electrical energy, as opposed to isenthalpic (adiabatic) steam “let-down” (throttling) or pressure relief. The design basis for the turbine operation is 42 tons/hr high-pressure (HP) steam to the turbine casing inlet. Calculations show that between 2.0 MW to 2.5 MW of electrical energy generation is possible with minimal additional consumption of HP steam from the refinery HP header. This is due to the steam load balancing of five onsite boilers between the high and medium pressure steam header mains. In essence, additional MP steam for power generation is “let-down” into the MP header resulting in the back-up of HP to MP “let-down” from parallel boilers into the MP header. By this, the refinery demand for steam at varying pressure headers is adjusted by automated boiler advanced control. The resultant economic value of electricity cost savings is approximately (conservatively – based on 2016 electricity prices) R9.9m per year. Two key parameters in the techno-economic assessment are fuel gas (combustible energy) and treated feed water cost. The cost of boiler feed water is assumed a fixed cost to the operation, however since the refinery steam headers require a mere 2.37 additional tons of HP steam to support the new turbine operation, added water costs do not pose a significant operating expense. Sensitivities are performed on varying water costs (R/kL), as this is a factor of the project profitability given the scarce water availability challenges in South Africa.
Developing a competitive marketing strategy and model for the premium beer brands in South Africa.
Kaupa, Stewart Peter.; Govender, Krishna Kistan.
The Research Problem South African Breweries has been losing market share as a result of competition from international brands such as Heineken, Amstel, Windhoek and many more entering the local market. South African beer brands are finding it very difficult to compete for consumers’ attention and secure a recognizable competitive market position. Given this background, this study attempted to develop a competitive marketing strategy and model aimed at assisting South African beer brands to re-gain their competitive position in the market and compete with international beer brands. Key Research Question Most South African firms and organizations are struggling to keep their market share because of the presence in the market of multi-national corporations. This scenario begs the question: How can South African industries such as South African Breweries (SAB) best respond to the aggressive competition resulting from the continual entrance of international beer brands. Research Methodology The study employed a mixed research approach whereby both qualitative and quantitative research methods were used. A total of 300 beer consumers and four liquor distributors participated in this study. Convenience sampling was used in the selection of consumers around Durban and Pietermaritzburg. Quantitative data was collected from consumers and qualitative data was collected from liquor distributors. The Statistical Package for Social Sciences (SPSS) and Principal Component Analysis (PCA) were used to create consumers’ perception indices which were used to determine the main attributes of premium beer brands, the factors that attract consumers to premium beer brands and the life style elements of premium beer brands consumers, which were then used to develop the competitive model and marketing strategies which addressed the main objective of this study. Findings It was ascertained that there are attributes other than the alcohol content of the beer that attracts consumers to purchase and consume premium beer brands. Consumers are attracted to premium beer brands by the crispiness of the beer, and the superior quality of the beer. The life style of consumers has a major bearing on the beer brand choices. South African Breweries would outperform its competitors by developing its distribution network and by providing more customised services to its retailers such as financial packages in the form of sales discounts. Recommendations: From the findings the study proposes the following recommendations: every effort must be made in the whole value creation chain of SAB to differentiate its activities from those of its competitors, as such differentiation becomes central to sustainable competitive advantage of the organisation; the SAB should make every effort to establish a good rapport with its customers and distribution members and offer them services that will strengthen their partnership; SAB should find a sustainable way of reducing the cost of doing business so that it can compete meaningfully in the market as the beer market has become more price competitive.
Developing a public sector leadership framework for advancing economic development in South Africa.
(2024) Sheik, Shoayb Emam.; Govender, Krishna Kistan.
Abstract available in PDF.
The effectiveness of the fibre processing and manufacturing Sector Education and Training Authority (SETA) in addressing skills shortages.
(2015) Ngcobo, Ngibongiseni Patrick.; Govender, Krishna Kistan.
Abstract available in PDF file.
Enhancing the export performance of manufacturing small and medium enterprises in Zimbabwe.
(2018) Govender, Krishna Kistan.; Karedza, Godwell.
The increase in globalisation requires small and medium-sized enterprises to also adopt market-driven strategies as they are perceived to enhance the export performance of these enterprises. While much of the studies on market-driven strategies have concentrated on large companies in developed countries, very little research has been conducted in developing countries, with few focusing on small and medium (SME) sized enterprises. Thus, the aim of this research study was to determine the impact of marketing strategies, in particular market driven-strategies on the export performance of SMEs in the manufacturing sector in Zimbabwe. The objectives were to determine the effects of internal factors, namely, customer focus, distinctive capabilities, customer value, and cross-functional cooperation, as well as external factors such as export market and industry characteristics, on the export performance of SMEs. Furthremore export marketing barriers and the effectiveness of the export marketing strategies currently being employed by these enterprises were determined, to identify strategies that could help the SMEs to enhance their export performance. A mixed research approach was employed to improve the validity and reliability of the research results. From a target population of 550, structured questionnaires were sent to 345 owner-managers who were stratified according to the products processed. In addition, an interview-guide was developed and four (4) policy-makers and four (4) export business analysts were interviewed. Descriptive and inferential statistical analyses were conducted on the quantitative survey data using SPSS (Version 21). The qualititaive data obtained thorugh the interviews was analysed using qualitative discourse and content analysis. It became evident from this study that the internal factors (customer focus, distinctive capabilities, customer value, and cross-functional cooperation) do not significantly enhance the export performance of SMEs in Zimbabwe, whereas external factors are a major barrier to their export performance. Furthermore, it was ascertained that a niche strategy could enhance exports better than industrial clusters. Evidence from the policy makers and export analysts reveal that the formation of SME consortia, creating an enabling business environment, and an Export Development and Promotion Agency, could enhance exports. Several recommendations flow from the findings, inter-alia, the need to establish SME export consortia. SME owner-managers should prioritise investing in customer value which would have a positive influence on their export performance. It was therefore recommended that the management of SMEs should prioritise finding ways to minimise barriers to export performance. Key words: Exports, SMEs, Manufacturing Sector, Market-Driven Strategy
Evaluating service quality in the South African public road transportation industry : a case study of Johannesburg.
(2013) Vilakazi, Ayanda Menzi.; Govender, Krishna Kistan.
The study of public road transport in Johannesburg is important because public transport provides the benefits of personal mobility and access to economic prosperity to a large number of people who rely, and are, dependent on public transport for their mobility needs. However, for decades, the public transport in South Africa has been characterized by many economic and social problems that can no longer be overlooked; exacerbated by the poor quality of service and the lack of modal integration. These problems require sustainable long term solutions, and if left unattended, could seriously impact a range of communities in the city. This study is of particular importance as it is envisaged that it will contribute towards improving the quality of public road transport service in Johannesburg, thus attracting new users and retain existing ones. The aim of the study was to evaluate passengers’ perceptions of the quality of service offered by the bus and minibus taxi industries utilising reliability, extent of service, comfort, safety, and affordability as important service quality dimensions. A sample of 902 respondents participated in the study. The respondents were drawn predominantly from Johannesburg because the study focus was on the Johannesburg Public Road Transportation System. The survey was administered personally by the researcher to individual passengers, intercepted at bus and minibus-taxi terminals in Johannesburg. As a result of the complexities involved in the process of sampling in the public transport context, an area sampling technique was used to select terminals, thereby automatically selecting the passengers to be included in the study. Various statistical tools were used for data analysis. The data was analysed utilising Statistical Package for the Social Sciences (SPSS) and Statistical Analysis System (SAS). The study findings showed that the perceived quality of bus transport service exceeded that of minibus taxis by a significant margin. Those who used buses more often tended to have a higher opinion of the quality of bus transport. Those who used minibus taxis as their primary mode of transport did not do so because they had a high opinion of the quality of the minibus taxi experience. The service quality dimensions of reliability, extent of service, comfort, safety, and affordability, were perceived as being positively correlated and important to passengers’ perceptions of service; thus increasing future utilization of the service. Gender and occupation were not significant in influencing the overall service quality provided by the bus. Gender and income were not significant in influencing the overall service quality provided by the minibus taxis. The study findings met the objectives of the study. Consequently, professionals and academics stand to benefit from the study findings. The focus should be on the aforementioned service quality dimensions in order to improve passengers’ perceptions of public road transport service, and thus, address the public transport conundrum.
Exploring the influence of instant message marketing communication on the attitudes and behavioural intentions of Generation Z consumers in Zimbabwe.
(2024) Marumbwa, John.; Govender, Krishna Kistan.
The mobile technology revolution has transformed society and business across the globe, with mobile instant messaging applications (MIM apps) now challenging social networking sites (SNS) as the most widely adopted means of communication for individuals and groups. With over 3 billion users across the globe exchanging more than 23 billion messages daily, for marketers, MIM apps present a ubiquitous, pervasive, and rich marketing communications (MC) channel that supports interactive and dialogic communications with young consumers, particularly in developing countries like Zimbabwe. Thus, this study aimed to establish, through a quantitative approach, firstly, the central route and peripheral route characteristics of instant message marketing communications (IMMC) and their influence on the attitude of Gen Z consumers in Zimbabwe, secondly, the influence of subjective norms, perceived control and consumer attitude towards IMMC on behavioural intentions, and thirdly, the moderating role of impulsiveness on the relationship between the attitude of the Gen Z consumers towards IMMC and their behavioural intentions. Data were collected through a structured questionnaire. Stratified sampling method was used to survey 410 Gen Z consumers at Great Zimbabwe University, situated in Masvingo, Zimbabwe. Structural equation modelling (SEM) was used to test the research hypotheses. Regarding the central route characteristics of IMMC, the study revealed that informativeness and entertainment did not influence consumer attitude, whereas personalisation had a positive influence and irritation generating a negative association. Notably, all the peripheral route characteristics of IMMC, namely; credibility, interactivity and media richness had a significant and positive influence on the attitude of Gen Z consumers. Concerning the planned behaviour constructs, namely; subjective norms and perceived control, a significant and positive association with consumer attitude was observed, but when tested against behavioural intention, only subjective norms and consumer attitude revealed a significant and positive relationship whilst perceived control demonstrated a negative association. It is recommended that mobile marketing practitioners should consider the peripheral route characteristics of IMMC messages along with personalisation and irritation. It is further suggested that mobile marketing communication planners and designers should consider the influential role of subjective norms and consumer attitude on the behavioural responses of Gen Z consumers.
A framework to improve access to external finance by Small and Medium Enterprise start-ups.
(2018) Bamata, Nkombe Herman.; Fields, Ziska.; Govender, Krishna Kistan.
Despite the efforts of the South African government to develop the Small Medium Enterprise (SME) sector, start-up businesses not only face restricted access to but also challenges in accessing external finance, which acts as the main barrier to their growth and development. In light of the aforementioned, this study aims to propose a framework to improve access to external financing by SME start-ups. The formulation of the framework is based on a review and critique of the literature on the key determinants of the success of SME start-ups, namely, start-up awareness, management skills, and the requirements of finance providers. SME start-ups may be considered as a special case of resource-based theory due to limited resources of the firm. Start-up awareness and management skills are considered as necessary resources that will help the SME to acquire and develop other resources that will lead to a competitive advantage and superior performance. This study has adopted a quantitative approach to collect and analyse data since this is the only way to test the various hypotheses postulated based on the resource-based theory. A sample of 252 SME start-ups was randomly selected from among SMEs located in Pietermaritzburg, the capital city of KwaZulu-Natal province in South Africa. Researchers may extent and roll out the research at the national level or other regions of the world. The data was used to conduct descriptive and inferential statistical analyses and structural equation modelling, using the Smart PLS statistical software. Seven hypothesised relationships were tested, and it was found that start-up awareness and management skills positively influence access by SME start-ups to government, corporate and personal/social sources of finance. This study provides the necessary tools to start-up entrepreneurs to improve their access to external finance in South Africa. This study specifically highlights the different determinants of start-up awareness and management skills, and explains how the SME start-ups’ applicability of these determinants would influence their external financing accessibility. Also, this study highlights how finance providers could be able to develop matured relationships with SME start-ups, assess their finance applications based on the determinants of start-up awareness and management skills. The proposed framework maps the start-up entrepreneur’s business awareness and the requisite management skills with the finance providers’ requirements for granting finance and provides the entrepreneur with a clear idea of the type of finance to apply for and the optimal financing options for their businesses.
Globalization and marketing strategy implications : a case study of Zimbabwe's clothing and textile sector.
(2015) Makasi, Africa.; Govender, Krishna Kistan.
Within the discourse of trade liberalization, the extant literature tends to ‘idolize’ globalization rather than vilifying it. There is much and sometimes contradictory research findings on the broader impact of the phenomenon particularly on developing economies. A knowledge vacuum exists on how organizations should react to changes in market competition generated by globalization. Indeed in many ways, the literature on marketing strategy tends to focus mainly on the internal controllable variables; describing how these variables must be ‘mixed’ together in pursuance of organizational objectives. This narrow description leaves companies hugely exposed to the undefined external factors which unfortunately have become even more forceful in the current age of globalization. This research rethinks sustainable marketing strategies to guarantee the future of the clothing and textile sector in Zimbabwe in the global marketplace. The study provides an important research contribution through empirically linking two distinct concepts; globalization and marketing strategy from two diverse streams of literature to extend the boundaries of current knowledge. A mixed research methodology was adopted in order to improve the validity and reliability of the research results through offsetting the weaknesses of one method with the strengths of the other. Using a two-stage cluster sampling technique, data was collected from 127 respondents drawn from stakeholders in the clothing and textile sector. After carefully entering and cleaning the data, results were qualitatively and quantitatively analyzed. The results from a Categorical Principal Component Analysis using SPSS and qualitative discourse analysis positively support the five research hypotheses formulated. However, further analysis using a Structural Equation Modeling (SEM) technique confirmed the effect of only three hypothesized constructs on the outcome variable. Confirmed results were supported at 5% level of significance. Based on the results of this research, it is clear that moving marketing and marketers towards sustainability is going to require a range of new ideas and new tools based on a critical understanding of the broader market. In this context, robust national policies must be effectively used in tandem with marketing strategy in order serve the clothing and textiles companies in many African countries from total collapse. This research contributes by extending the concept of sustainable marketing strategy through incorporating critical external factors in the definition of the concept. Furthermore, literature on business strategy and the quest to achieve competitiveness has so far been largely influenced by Porter’s Five Forces Model. While the usefulness of the model is not in doubt nor in question, its renewal is indeed long overdue considering the impact of globalization and its effect on business strategy and competitiveness in the current age. The study makes several recommendations, among them, that companies should craft competitive marketing strategies which take a global stance and incorporate internal company capabilities, technology and recognize the role of national policy in the globalization discourse. Based on the strength of these findings, the study proposes the application and use of the Contemporary Model for Competitive Advantage (CMCA) as tool to propel companies into a bright future alongside globalization.
The impact of social media browsing on purchasing behaviour in the youth market.
(2011) Ramnarain, Yavisha.; Govender, Krishna Kistan.
Over the last century, technology has had one of the most significant influences on the way in which marketers conduct business. The advent of technological innovations, Web 2.0 and new media such as social media have altered the dynamics of business and has transformed the way in which marketers interact, communicate and conduct business with consumers. The increased and widespread use of social media in particular, amongst the youth has increased the importance of social media as a marketing and communication tool and sales driver. The youth in particular, have actively embraced social media which has become pervasive in their lives. The youth are actively involved and engaged on social media platforms and, as these consumers proliferate, engage, and interact on these platforms, they are creating new opportunities and avenues for marketers to influence their purchasing behaviour and increase their sales. The growing usage of social media is thus indicative of a rich interactive platform for marketers to capitalize on in order to remain prevalent and influence the purchasing behaviour of post-modern consumers such as the youth. Social media has created endless opportunities for marketers in order to influence and increase the purchasing behaviour of consumers. However, despite the significant opportunities and benefits, several marketers are hesitant and have failed to make use of social media as a medium for marketing and communication and influencing consumer purchasing behaviour. In light of the above, this study will establish, by means of quantitative analysis, the impact of social media browsing on the purchasing behaviour of consumers in the youth market, with a view of enabling marketers to utilize social media as a medium for influencing the purchasing behaviour of consumers.
Knowledge creation and transfer amongst post-graduate students : a research project.
(2014) Naicker, Kreesen.; Naidoo, Karna.; Govender, Krishna Kistan.
Knowledge is believed to be the last competitive advantage that organizations have, be it academic or corporate, small to medium enterprises, and non-government and government organizations. The knowledge that an organization has stems from the individuals they develop and the tangible and intangible resources available. The skill shortages, hypercompetitive economic environments, and untapped economies that exist have created great deal of focus in knowledge. Continuously creating and transferring the valuable resource of knowledge is integral for every organization. The purpose of the research project is to address by what methods post graduate students are generating along with transferring knowledge in the School of Management, IT, and Governance at the University of KwaZulu-Natal. The primary focus of the research project is established from the knowledge (SECI) spiral model which was developed by Nonaka and Takeuchi (1995), and the knowledge conversion modes that are embedded within the knowledge spiral. An extensive literature review was carried out to gain valuable insight and understanding of the knowledge (SECI) spiral model developed by Nonaka and Takeuchi (1995). The literature review focused on the interpretations of tacit and explicit knowledge, the interplay between the two concepts (knowledge conversion), the knowledge spiral, the theory of Ba, the knowledge enablers, as well as the building blocks of the knowledge spiral - data, information, and knowledge. An e-mail and personally administered questionnaire survey was employed to collect data from post-graduate students at the School of Management, IT and Governance in the University of KwaZulu-Natal. The data was analyzed and utilized to distinguish in Nonaka and Takeuchi's model is in use or not based on the four modes of knowledge conversion. Frequency tables provided the researcher with a means to study differences between respondents. What has been identified is that the School of Management, IT and Governance in the University of KwaZulu-Natal has the mechanisms in place to facilitate knowledge creation and transfer but tend to focus on the four modes of knowledge conversion in varying degrees.
Management of the Expanded Public Works Programme in the Department of Public Works : KwaZulu-Natal Province.
(2014) Mfuzi, Zanele Enough.; Govender, Krishna Kistan.; Penceliah, Yoganandee.
No abstract available.
Re-branding fast moving consumer goods : the case of Nestlé South Africa.
(2013) David, Estelle Monica.; Govender, Krishna Kistan.
Re-branding is an opportunity for marketers of fast moving consumer goods (FMCGs) to reposition the brand and differentiate it from competitor‘s products. However, in spite of the significant opportunities and benefits that re-branding presents if carried out correctly, some marketers simply fail to successfully deliver ‗new‘ brand images to customers, and others are faced with a ‗back-lash‘ from consumers and are forced to revert to the original branding. Since there is a dearth of knowledge on the practical efforts of re-branding FMCGs by the world‘s largest companies, an exploratory study using a mixed methods approach was conducted to understand re-branding at one of the world‘s largest FMCGs companies, namely Nestle SA. More specifically, an investigating was conducted to understand the process Nestlé followed in re-branding its coffee and other beverage brands from 2010 to 2012; the type of re-branding strategy that was used to position and reposition its beverage brands; the importance of retaining a corporate brand name, logo and image when rebranding; and the turnover pattern during the years when re-branding was undertaken. The Nestle managers‘ perceptions on the cost versus the benefits of re-branding were also ascertained. Six managers who represented the marketing, packaging and customer service divisions of Nestle‘s (Escourt) coffee and beverage brands formed the convenience sample of this study. The concurrent mixed methods approach which consisted of two phases was used. A structured questionnaire using opened and closed ended questions were used to conduct interviews with the sample. In addition internal official documentation related to re-branding, namely, policies and turnover reports were reviewed and analysed. It became evident that Nestlé‘s key reason for re-branding is innovation of the coffee and beverage brands. It was also ascertained that Nestlé has a customized re-branding strategy for each product and, the Nestle logo proved to be the most important identifier of the company and is therefore always retained during re-branding. It was also apparent that respondents viewed the benefits of re-branding as outweighing the costs. Furthermore, since the sales fluctuated post re-branding, it was concluded that with respect to the products concerned at Nestle, that there is no direct relationship between re-branding and sales. The implications of the findings for marketers of FMCGs are that they need to be cognizant of the need to change the ‗look and feel‖ of brands over time to keep them relevant and compete effectively. Furthermore, they need to ensure that the changes are gradual, acceptable and relevant, and that all the costs of re-branding are taken into consideration so that an informed decision to re-brand is made. Furthermore, marketers should be aware that re-branding which is not properly carried out can be damaging to the brand, and the importance of social media as a tool to communicate with consumers prior, during and post re-branding should not be underplayed. As with all research studies, this study had certain limitations which restricts the ability to generalize the findings to all FMCGs companies. This was more of a ‗case‘ study, although it involved an international FMCG company. Perhaps a comparative study of re-branding coffee and beverage brands at Nestlé‘s factories in other countries may serve to compare and strengthen the findings. It could also shed light on Nestlé‘s‘ international re-branding strategies, which findings could then be more relevant for generalization. A further limitation of this study is that although internal documents were provided, limitations were placed in terms of the information that could be divulged in this study. This resulted in sales units being estimated from documentation and therefore accurate figures could not be disclosed. Future studies should be anonymously conducted so that more informed recommendations could be made with respect to turnover and expenditure on re-branding.
The relationship between consumer awareness, consumer protection, service quality, customer satisfaction and loyalty among long-term insurance consumers in Namibia.
(2019) Tjizumaue, Magreth Bianca Tareekouje.; Govender, Krishna Kistan.
Due to the absence of appropriate consumer protection legislation in Namibia, there seems to be a lack of consumer protection and this may result in the exploitation of consumers by the suppliers of goods and services. Since the literature reveals that consumer awareness, protection, service quality and customer satisfaction influence customer loyalty, this relationship was explored among consumers of long-term insurance products. The researcher embedded the study in the Services Marketing and User’s Satisfaction/Dissatisfaction theory and developed a framework to create a more aware consumer and thus contribute to the growth and survival of the long-term insurance industry in Namibia. A mixed methods approach was employed, which included in-depth interviews with relevant government officials and representatives of certain long-term insurance service providers in Namibia, as well as a survey, using a questionnaire, among a judgmental sample of 407 consumers. The data obtained using each research approach was analysed separately and the results were triangulated. Structural Equation Modelling was used to analyse the hypothesized relationships among the research constructs alluded to in the title of this study. NVivo was used to analyse the qualitative data obtained from the individual interviews. In summary, it was ascertained that if customers were made aware (have sufficient knowledge) of products and their consumer rights, they would feel protected against unfair business practices. Furthermore, if they perceived that they were receiving quality services, they would more likely be satisfied with the service provider and would, therefore, remain loyal. It is recommended that long-term insurance companies create product awareness and ensure that consumers are educated about their rights. Furthermore, these companies should also adhere to consumer protection guidelines, as well as ensure that their employees receive training on the products. Moreover, government regulators also have to ensure that strict penalties are in place to sanction insurance companies that do not adhere to consumer protection laws and exploit ignorant consumers. Finally, consumers should be vigilant when purchasing long-term insurance products and know when and where to complain, should the need arise.
Service quality and customer satisfaction : the case of private universities in Kenya.
Mang'unyi, Eric Ernest.; Govender, Krishna Kistan.
Abstract available in PDF file.
Service quality satisfaction and brand equity : a case study of select South African universities.
(2015) Soni, Sanjay Shantilal.; Govender, Krishna Kistan.
Service quality, student satisfaction, and brand equity are key principles in marketing that are known to play an important role in marketing success. Changes to the South African higher education landscape and the subsequent challenges accompanying these changes such as, inter alia, greater competition, declining government subsidies, and more discerning students, has necessitated managing higher education institutions like businesses, and the application of business and marketing principles to attain success has become imperative. Whilst the areas of Service Quality, Student Satisfaction and Brand Equity within a higher education context have been studied over time, there remains a dearth of literature in a South African higher education context. In fact, the association between service quality and brand equity, including their sub-categories, in a higher education context, is not only an under-researched area in South African higher education, but also in higher education internationally. Hence, the study’s contribution can be considered unique particularly in this context. The main problem that the study tries to seek answers to is what is the perception amongst students of Service Quality, Student Satisfaction, and Brand Equity, and the associations between these constructs for the selected sample of higher education students in South Africa? A purposive judgmental sample of 400 students from two select higher educational institution campuses were selected in equal proportions (i.e. 200 students from each institution). The data was collected using a semi-structured questionnaire and subjected to different kinds of statistical analyses. Descriptive tests for each construct were conducted based on frequency tables and graphs (including cross-tabulations with select demographic variables e.g. gender), cluster analyses, and factor and Confirmatory Factor Analyses. Inferential statistical analyses, to show the associations and predictive abilities of the independent variables within each construct was conducted using correlations, multiple linear regression analyses AND Structural Equation Modelling. A conceptual model was tested based on the aforementioned analyses. The study’s findings are:  The key service quality factors rated from highest to lowest were Responsiveness, Assurance, Reliability, Tangibles, and Empathy. iv  OVERALL SERVICE QUALITY (OSQ), OVERALL STUDENT SATISFACTION (OSS) and OVERALL BRAND EQUITY (OBE) were rated as above average.  No differences were found in OVERALL SERVICE QUALITY (OSQ), OVERALL STUDENT SATISFACTION (OSS) and OVERALL BRAND EQUITY (OBE) across demographic categories, except for race.  The key service quality dimensions based on its importance to the student, in descending order were Responsiveness, Reliability, Assurance, Empathy and Tangibles.  Statistically significant negative gaps were found for all the service quality dimensions, suggesting improvements are needed in all areas in order to close the gaps. The largest negative gaps were found for Reliability and Empathy.  Important service quality explanatory factors were Empathy, Tangibles. Reliability, Responsiveness and Helpfulness.  Important brand equity explanatory factors were Key Associations and Differentiation, Loyalty and Awareness.  Empathy, Responsiveness, Reliability and Assurance were significant and positive predictors of OVERALL SERVICE QUALITY (OSQ).  Empathy, Responsiveness, and Tangibles were positive and significant predictors of OVERALL STUDENT SATISFACTION (OSS).  Significant and positive relationships were found to exist between Empathy and Tangibles with OVERALL BRAND EQUITY (OBE).  Significant and positive relationships were also found to exist between Key Associations and Differentiation and Loyalty with OVERALL BRAND EQUITY (OBE).  The relationship between the dimensions of brand equity and OVERALL BRAND EQUITY (OBE) differ for male and female students.  Empathy and Tangibles significantly predict Loyalty.  Empathy, Assurance, Reliability and Tangibles significantly predict Key Associations and Differentiation.  OVERALL STUDENT SATISFACTION (OSS) and OVERALL SERVICE QUALITY (OSQ) are significant predictors of OVERALL BRAND EQUITY (OBE).  Service Quality (SQ), Brand Equity (BE) and OVERALL STUDENT SATISFACTION (OSS) are significantly and positively associated. In the light of the various findings, it is recommended that greater emphasis be placed by higher educational institutions on measuring and managing Service Quality, Student Satisfaction, and Brand Equity. Furthermore, the associations between the aforementioned constructs, and their measurement dimensions which emerged as being significant also needs to be carefully considered if Higher Education leaders are to attract and retain students in the highly competitive environment.
Strategies for re-engineering the growth and sustainability of small to medium enterprises (SMEs) in the agrarian sector in the Eastern Highlands, Zimbabwe.
(2019) Munyawarara, Ngoni.; Govender, Krishna Kistan.
Small and Medium Enterprises (SMEs) in the agrarian sector play a considerable role in poverty reduction and economic growth. Governments across the globe have emphasized SME re-engineering as a policy thrust for economic development. It is against this background that this research aimed to evaluate strategies for re-engineering the growth and sustainability of Zimbabwean agrarian SMEs. The primary purposes were to understand the challenges experienced by agrarian SMEs in re-engineering their growth, critically examine the re-engineering strategies, namely government policies, agricultural support mechanisms, SME development strategies, gender dynamics, SME management, and develop a framework to re-engineer agricultural SMEs in Zimbabwe. Hypotheses were developed from an in-depth literature review to examine the relationship between the strategies for re-engineering SMEs in the agrarian sector in Zimbabwe. Random and purposive sampling techniques were used to survey 380 SMEs and 30 key Policy-makers and Agricultural Field Marshalls from the Eastern Highlands in Zimbabwe. The data was analysed using SPSS to perform descriptive and inferential analysis. The main findings, based on regression analysis, showed that there is an association between government policies and the success of the re-engineered SMEs. Furthermore, there was also a strong relationship among agricultural support mechanisms, gender, management and techno-innovative strategies in re-engineering SMEs, as they all contributed to economic growth. Based on these results, it is suggested that policy-makers focus on developing SMElinked policies and skills development, so that the re-engineering processes can be successful and ultimately lead to the agricultural and economic development of Zimbabwean agrarian SMEs.
The impact of the coronavirus on electronic commerce among small and medium enterprises in Gauteng=Umthelela wobhubhane lwecorona ekuhwebeni ngobuchwepheshe mayelana namabhizinisi asafufusa eGauteng.
(2023) Ramsern, Atlanta.; Govender, Krishna Kistan.
During the Covid-19 pandemic, small and medium-sized enterprises (SMEs) have had to shift business operations to online, due to government restrictions. The urgency to change to a digital model caused many SMEs to be challenged by one or more of the four e-commerce resources to complete an e-commerce transaction, namely usage of reliable broadband, e-shop of products, digital payment, and logistics to the consumer. The literature revealed that SMEs lacked the infrastructure to support the digital transformation into a successful business model and had to close their businesses. This mixed-methods study addressed this gap by using constructs in the resource-based theory and dynamic capabilities theory. A conceptual model was developed which depicted the relationship between the e-commerce resources and e-commerce growth which was moderated by dynamic capabilities. Several hypotheses were postulated in the conceptual framework and data was collected from the SME owners in Gauteng Province, South Africa. The simple random sampling technique was used to survey 307 retail SMEs in Edenvale, Gauteng. The survey was distributed via email to the SMEs that were alluded in the study. Descriptive and inferential statistical analysis was used to analyse the data that was collected through the survey, using the Statistical Package for Social Sciences and tested using Structural Equation Modelling. Purposive sampling was used for the qualitative study and the semistructured interviews were conducted with 13 SME owners, to gain an in-depth understanding of the factors that impacted their e-commerce growth. Thematic analysis, via Microsoft excel, was used to analyse the transcripts by focusing on identifying and arranging the codes and patterns. The findings revealed that digital payments and logistics were significant predictors of e-commerce growth during the pandemic and dynamic skill capabilities moderated the relationship between digital payments and e-commerce growth. However, the usage of broadband and e-shop features were not significant in predicting the growth of e-commerce. It was ascertained through the interviews, that there is a favourable impact on the growth of e-commerce among SMEs that invested in unique resources and capabilities, since only those SMEs that had the resources and capabilities managed to survive during the pandemic. Iqoqa Ngesikhathi sobhubhane lweCovid-19, amabhizinisi amancane naphakathi nendawo azithola eseshintsha ukusebenza kwebhizinisi ngokulifaka kubuchwepheshe ngenxa yezivimbelo zikahulumeni. Isigubhukane sama-SME ukushintshela esifanekisweni sobuchwepheshe ukwenza uhwebo, kuphenduke inselelo enkulu. Ama-SME amaningi aphonselwa inselelo eyodwa noma ngaphezulu kwezinsiza ezine ze-e-commerce ukuze aqedele umsebenzi we-e-commerce, okuwukuthi ukusetshenziswa kwe-broadband, i-e-shop yemikhiqizo namasevisi, ukukhokha kwedijithali, kanye nokuphathwa kwempahla kumthengi. Imibhalo iveza ukuthi ama-SMEs antula ingqalasizinda ukusekela impumelelo yoguquko lobuchwepheshe. Ngakho-ke, lolu cwaningo luphenya izinselelo ezahaqa ama-SMEs ngesikhathi kusetshenziswa izizinda zobuchwepheshe bebhizinisi ngesikhathi sobhubhane lwe-Covid-19. Yize sekukhulunyiwe ngezinto ezithinta uhwebo ngobuchwepheshe, imibhalo ayikwazanga ukukulungisa okumayelana nokusetshenziswa kwenjulalwazi yohwebo ngobuchwepheshe ngesikhathi sobhubhane. Le ndlela exubile yocwaningo isingatha lesi sikhala ngokusebenzisa okwakhiwe ngokwenjulalwazi ngokwamasu kanye nenjulalwazi yamandla obukhono. Isifanekiso somqondo sathuthukiswa esibhula ubudlelwano phakathi kwamasu ohwebo ngobuchwepheshe kanye nokukhula kohwebo ngobuchwepheshe okwalungiswa ngokwamandla obukhono. Isigejana semicabango engafakazelwanga kwathathwa njenento ekhona ohlakeni lomqondo kanye nokuqoqwa kolwazi kubanikazi bamabhizinisi esifundazweni saseGauteng eNingizimu Afrikha. Okubizwa nge-random sampling kwasetshenziswa ukwaba imibuzo kusetshenziswa ama-email enanini elinga-307 lwama-SMEs e-Edenvale, Gauteng. Uhlaziyo oluqondiswayo ngezinombolo, ngesifanekiso sohlaka ngezinombolo kwasetshenziswa ukuhlaziya ulwazi olwaqoqwa ngokomklamo. Isampula eliqondiwe lasetshenziswa ngokwekhwalithethivu, neziphathimandla eziyi-13 zabuzwa ukuthola ingqikithi yezizathu ezinomthelela ekukhuleni kohwebo ngobuchwepheshe. Uhlaziyo ngokwegqikithi lwasetshenziswa ukuhlaziya okubhaliwe kanye nokugqolozela izifanekiso. Okutholiwe kuveza ukuthi ukukhokha ngobuchwepheshe kanye nezokuthutha kwabaluleka ngesikhathi sobhubhane kanye nobukhono obusabalele ukulungisa ubudlelwane phakathi kokukhokha ngobuchwepheshe kanye nokukhula kohwebo ngobuchwepheshe. Yize kunjalo ukusetshenziswa kwamakhonokhono kanye nezimpawu zobuchwepheshe besitolo akuzange kubaluleke okuqaguleni ukukhula kohwebo ngobuchwepheshe. Kwaqinisekisa ngokwezingxoxombuzo, ukuthi kunesimo esicindezela ukukhula kohwebo ngokubuchwepheshe phakathi kwama-SMEs kulabo abatshale ngamasu angandile kanye nobukhono, njengoba lawo ma-SMEs abenamacebo kanye nobukhono bakwazi ukuphila ngezikhathi ezinzima.
Toilet-care product brand switching behaviour : a case study of consumers of Cosmo City, Gauteng Province, South Africa.
(2015) Masuku, Trust.; Govender, Krishna Kistan.
South African consumers face increasingly highly competitive brand offerings in the toilet-care product category due to the proliferation of multinational manufacturer and (private) retail store brand offerings. The economic environment has also compelled consumers to review their brand choices, with significant shifts towards the purchase of retail brands, as they try to balance the ever shrinking disposable incomes. In this context, the primary objective of this study was to examine the factors motivating toilet-care product brand choice by households, who relocated to a government demarcated residential area (Cosmo City). The relocation was perceived as a radically disruptive social change for some consumer segments, since it entailed a physical change in the place and type of residential dwelling. The relocation had a significant impact on the residents because the change resulted in most cases to a radical change in the type and system of toilet facilities. The resultant effect was a change in the brand-consumer relationship with consumers switching brands as they adapted to the new residential facilities. A structured questionnaire was used to investigate the before and after usage of toilet-care product brands. The benefit of using the structured questionnaire was to capture the brand usage behaviour of respondents of were being studied. The questionnaire was divided into four sections with questions on administrative and demographic data, brand switching, change in place and type of residence, and desired toilet-care product brand benefits. The questions were constructed on a five-point Likert scale, and the questionnaire was administered to a randomly selected sample of 332 residents from Cosmo City. The sample was chosen from the Cosmo City housing list which included house numbers, and street names. The housing list informed the selection of sample units which ensured that the three segments were proportionally represented in the survey. The SPSS (V17) software was used to analyse the data. Descriptive statistical analysis was conducted on the data and the means, standard deviation and sample variances obtained were presented and conclusions drawn. Inferential statistical analysis techniques such as Analysis of Variance (ANOVA), Pearson’s correlation coefficient tests, and logistic regressions were conducted on the data to evaluate the research objectives and hypotheses. The relationship between brand benefits and brand switching following a radical social disruption were both positive and significant. Logistical regression path coefficients (β = 1.709, p<.0005) on the brand benefits and brand switching demonstrated positive and significant changes in the desired brand benefits following the social disruption. The same results were affirmed between brand benefits and lifestyle change where ‘brand benefits’ significantly predicted ‘lifestyle’ (β = .595, p<.0005). The other finding was that the binominal and T-Test results on brand switching following a change in the type and place of residence was significant (p<0.0005) because the p-value is less than 0.0005. The relationship between a social disruption (change in the place and type of residence) and lifestyle, using Pearson’s correlation tests, confirmed significant correlation (r = -.278, p<.0005) between the aforementioned variables. The Logistical regression analysis proved that there social disruption significantly predicted lifestyle change (β = -.278, p<.0005). However, the findings based on regression analysis indicated that there were no significant differences (β = -.601, p=.027) between households that switched brands and those that did not, meaning that the social disruption was not strong or significant enough to motivate them to change their lifestyle and switch brands. The aforementioned summary findings underscore the importance of recognising that consumers re-evaluate their brand choices leading to significant brand switching in cases where the a social change has a radical effect on brand usage. The results explicitly indicate that ‘out-of-market’ changes such as a radical social change have the same impact on consumer brand behaviour and brand choice as ‘in-market’ disruptions such as the introduction of a radically new innovative brand. The findings further illustrate that both ‘in-market’ and ‘out-of-market’ disruptions motivate consumers to behave in similar ways with regards to brand choice.