Doctoral Degrees (Graduate School of Business and Leadership)

Permanent URI for this collectionhttps://hdl.handle.net/10413/7377

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Developing a competitive intelligence strategy model for South African life assurance industry=Ukuthuthukisa imodeli yesu lezobunhloli eliqhudelanayo lemboni yaseNingizimu Afrikha YokuQinisekisa Impilo.
(2022) Maluleka, Mpho Lawrence.; Chummun, Bibi Zaheenah.
Competitive Intelligence Embeddedness (CIE) and organisational performance studies have used various techniques and methods to explain the relationships between variables. To address this limitation in the body of knowledge, the objective of this study was to apply PLS-SEM and build a model that explained and identified the critical factors affecting CIE in the SA life insurance environment. This study was deductive and based on a non experimental research design. Quantitative research methods and descriptive design with the positivist research paradigm were employed. The researcher developed a cross-sectional quantitative approach using smart-PLS version 3.2.7. Data were collected from 276 respondents, and the response rate was 72%. Partial Least Squares Structural Equation Modelling (PLS-SEM) was applied to estimate the proposed theoretical model. This model was examined from an explanatory-predictive perspective and exhibited a high out-of-sample predictive power. Furthermore, this study’s measurement model was confirmed to be valid and reliable and acceptable. The findings of this study revealed that the R² value of the model was scored at 0.615, 0.506, and 0.735, which meant that the fourteen exogenous latent constructs collectively explained 61.5%, 50.60%, and 73.50% of the variance CIE, CS, and OP respectively. The model’s Goodness-of-Fit measured by SRMR and RMS_theta was 0.55 and 0.101 within the acceptable benchmark. The hypothesis validated that CIE was supported by employees, strategy, information usefulness, and information providers. Also, CIE, employee role clarity, and customer satisfaction aided organisational performance. This study showed that CIE is vital in SA life assurance companies because of its close association with customer satisfaction and organisational performance. Moreover, this study highlighted that the success of CIE in SA life assurance companies is influenced by the leadership style, technological readiness of the organisation, corporate culture and the accuracy, and use of information for strategic decision-making. Future research should consider a similar study in other African countries and globally to find similarities in embedding CI in organisations. The future investigation should also consider short-term insurance and other industries to test this study’s conceptual model. Iqoqa: Isiko lokusebenza ngokuzikhandla, phecelezi i-Competitive Intelligence Embeddedness (CIE) kanye nocwaningo ngokusebenza kwenhlangano kusebenzisa izindlela namasu ahlukene ukuchaza ubudlelwane bezinto ezahlukene ezithinta ukusebenza. Ukubhekana nalokhu kuntuleka kolwazi ocwaningweni olukhona, inhlosongqangi yalolu cwaningo bekuwukusebenzisa i-PLS-SEM kwakhiwe indlela echaza futhi ihlonze izinto ezibalulekile ezithinta i-CIE kwezemishwayilense lapha eNingizimu Afrikha. Lolu cwaningo beluhlola isimo ngendlela ejwayelekile kanti alulona ucwaningo lokuhlola ukuthi into ingenzeka yini. Lolu wucwaningo oluyikhwalithethivu kanti futhi oluchazayo, noluphinde lulandele ipharadayimu ye-positivist. Umcwaningi usebenzise indlela esasiphambano yocwaningo oluyikhwalithethivu esebenzisa indlela ye-smart-PLS version 3.2.7. Imininingo ikhiqizwe kubahlanganyeli abanga-276, kanti izimpendulo ezatholakala zakha amaphesenti angama-72. Indlela eyaziwa nge-Partial Least Squares Structural Equation Modelling (PLS-SEM) yasetshenziswa njengenjulalwazi ephakanyisiwe yalolu cwaningo. Le ndlela yacutshungulwa ngendlela yokuchaza sakuqagula kanti kwabonakala inamandla amakhulu okukwazi ukuqagula. Kanti futhi, indlela yalolu cwaningo yokukala yaqininsekiswa njengendlela eyiyo, ethembekile futhi eyemukelekile. Imiphumela yalolu cwaningo yaveza ukuthi izinga le-R² yale ndlela yaphumelela ngo-0.615, 0.506, no-0.735, okusho ukuthi imiphumela yangaphandle esacashile eyishumi nane yonke yachaza amaphesenti angama-61.5, 50.60, nangama-73.50 yezinhlobo ze-CIE, i-CS, ne-OP ngokwehlukahlukana. Ukusebenza kwale ndlela kwaqinisekiswa nge-SRMR ne-RMS_Theta ka-0.55 no-0.101 ngokwesikalo esilindelekile uma kuqhathaniswa nezinye. Isihlawumbiselo siveza ukuthi i-CIE yayisekwa kakhulu ngabasebenzi, isu, ukusetshenziswa kolwazi, kanye nabahlinzeki bolwazi. Kanti futhi, i-CIE, ukucacisa ngeqhaza labasebenzi, kanye nokuneliseka kwabathengi, konke kuyasiza ekwenzeni kahle kwenkampani. Lolu cwaningo lukuvezile ukuthi i-CIE ibaluleke kakhulu ezinkampanini zemishwayilensi lapha eNingizimu Afrikha ngoba isondelene kakhulu nokuneliseka kwabathengi kanye nokusebenza kahle kwenhlangano. Ukwengeza kulokhu, lolu cwaningo lugqamisa ukuthi impumelelo ye-CIE ezinkampanini zemishwayilense ihambelana nendlela yokuphatha, ukuzimisela kwenkampani ukusebenzisa ezobuchwepheshe, isiko lokusebenza kwenkampani nokwenza umsebenzi kahle, kanye nokusebenzisa ulwazi ekuthatheni izinqumo. Ucwaningo lwangomuso kumele lwenze ucwaningo olufuze lolu emazweni ase-Afrika nasemhlabeni wonke jikelele ukuze izinhlangano zikwazi ukufaka i-CI kuzona. Ucwaningo lwangomuso kumele futhi luyibuke indaba yokunikeza imishwayilense yesikhashana nokusebenzisana nezinye izimboni ukubheka ukuthi le ndlela yokusebenza enconywe kulolu cwaningo ingabasebenzela yini.
Developing an intelligence and security framework to counteract insurance fraud in the low income sector. The case of Zimbabwe=Ukwakha ubuhlakani nohlaka lwezokuphepha ukuze kuphikiswane nokukhwaniswa komshwayilense endaweni yabahola kancane. Ucwaningo luzokwenzelwa eZimbabwe .
(2022) Nyangoni, Soul.; Chummun, Bibi Zaheenah.
This study explores avenues to develop a security and intelligence framework to counteract insurance fraud in the low-income sector in Zimbabwe. Insurance fraud, a threat to both national security and performance of the micro insurance industry, offering insurance services to low-income earners in Zimbabwe. The examination stretches from the causes of micro-insurance fraud to measures that can be fused with security intelligence to combat micro-insurance fraud. The framework of this study was a quantitative study, following stratified random sampling of three hundred and twenty-six participants. A structured questionnaire was deployed to collect primary data and complemented by interviews, focus groups and document inspection. The association between causes of insurance fraud, organised criminal syndicates, and low-income earners were investigated using structural equation modelling. The primary objective was to identify factors that enhance insurance fraud and measure the significance and causal effect of the identified variables. The response postulated that there are internal and external factors amongst them poor internal controls, lack of investment in artificial intelligence and poor human capital management systems which are being explored by organised crime syndicates to peddle micro insurance fraud. The internal and external factors work as an integrated front and the absence of one factor may negatively affect the decision to continue with the crime. In that regard, this study recommended the CEPSI strategy. The acronym CEPSI abbreviates for Customers, Employees, Participation, Systems and Intelligence and this is meant to overhaul microinsurance service provider’s operating systems. Conclusions were reached after synchronisation of primary and secondary data with research objectives. The CEPSI approach provide insurance firms with capabilities to detect, prevent, sanction, investigate, and remediate insurance fraud in the low-income sector of Zimbabwe. The focus is to equip the micro-insurance service providers with proactive capabilities meant to detect and thwart insurance fraud amongst policyholders, employees and organised crime syndicates by designing internal security measures fused with artificial intelligence to detect insurance fraud, educating the general public with regards to threats and consequences of insurance fraud and also working in liaison with security intelligence apparatus. Iqoqo Lolu cwaningo luzohlola imigudu yokwakha uhlaka lobuhlakani kanye nezokuphepha ukuze kuphikiswane nokukhwabaniswa kwemishwayilense endaweni yabahola kancane eZimbabwe. Ukukhwabaniswa komshwalense, ukusabisa kukho kokubili ezokuphepha kuzwelonke kanye nokusebenza kwemboni zomshwalense esencane, ukunikezela komsebenzi womshwalense kulabo abahola kancane eZimbabwe. Ukuhlola kuyodlulela nasezimbangeleni zokukhwabaniswa komshwalense okuncane kuye ezilinganisweni ezingahlanganiswa nobuhlakani bezokuphepha ukuze kuqedwe ukukhwabaniswa komshwalense omncane. Uhlaka lwalolu cwaningo kwakungolocwaningozinombolo, lulandela ukuqoka ngokohlelomkhakha okungahlelekile kwababambiqhaza abangamakhulu amathathu namashumi amabili nesithupha. Kwasetshenziswa uhlu lwemibuzo oluhleliwe ukuqoqa imininingo yokuqala kwahlanganiswa nezimposambuzo, amaqoqo azocwaningwa kanye nokuhlola imibhalo. Ukuhlobana phakathi kwezimbangela zokukhwabaniswa komshwalense, izinhlangano zobugebengu obuhleliwe kanye nabahola imali encane baphenywa kusetshenziswa imodelingi yesibalokulingana sesakhiwo. Inhlosongqangi yocwaningo kwakungukuhlonza izimo ezinokuthuthukisa ukukhwabaniswa komshwalense kanye nesilinganisi esimqoka nomphumela wamavariyebuli ahlonziwe. Impendulo yabeka ngokuyiqiniso ukuthi kunezimo zangaphandle nezangaphakathi phakathi kwezilawuli zangaphakathi ezimbi, ukungabibikho kophenyo kubuhlakani obungaziveleli kanye nezihlelo zokuphathwa kwengqalabhizinisi yabantu abaswele yahlolwa izinhlangano zobugebengu ezihlelelwe ukuthengisa ngokukhwabaniswa komshwalense osemncane. Izimo zangaphakathi nezangaphandle zibonakala zisebenza ngokuhlanganyela kodwa ngokungabibikho kwesimo esisodwa kungasiphazamisa kakhulu izinqumo sokuqhubeka nobugebengu. Ngaleyo ndlela, lolu cwaningo lwancoma isu iCEPSI. Isifinyezo iCEPSI sifinyeza Abathengi, Izisebenzi, Ukubamba iqhaza, Izinhlelo noBuhlakanikanti lokhu kwenzelwe ukulungisa kabusha izinhlelo zokusebenza kwabanikeza umsebenzi wemishwalense emincane. Kwafinyelelwa esiphethweni ngemuva kokuvumelanisa umniningo wokuqala nowesibili kanye nezinhloso zocwaningo. Indlela iCEPSI yanikezela ngamafemu omshwalense anokukwazi ukuthola, ukugwema, isijeziso, ukuphenya kanye nokulungisa ukukhwabaniswa komshwayilense endaweni yabahola kancane eZimbabwe. Okwakugxilwe kukho ukuhlomisa abancane abanikezela ngomsebenzi wokukhwabanisa umshwalense abanokukwazi ukuthola kanye nokuvimba ukukhwabaniswa komshwalense phakathi kwabanikazi benqubomgomo, izisebenzi kanye nezinhlangano zobugebengu obuhleliwe ngokuthi kusungulwe izinyathelo zokuphepha zangaphakathi zihlanganiswe nezobuhlakani obenziwe ukuze kutholwe ukukhwabaniswa komshwalense, ukufundiswa komphakathi owejwayelekile mayelana nokwesabisa kanye nemiphumela yokukhwabaniswa komshwalense kanye nokusebenza ngokuxhumana nezinsizakusebenza zezobuhlakani bezokuphepha.
Development of an inter-generational business sustainability framework for family-owned passenger bus companies in Zimbabwe.
(2023) Chipere, Tawanda Finias.; Mutambara, Emmanuel.; Chikandiwa, Christopher Tarisayi.
Abstract Family businesses being the predominant form of business organization, and estimated in the range of 60-98% of all firms worldwide, contribute immensely to world economies. It is however deplorable that throughout the world they are victims of intergenerational demise, failing to sustain themselves over multiple generations, emanating from a plethora of challenges that seed them into total collapse. Their very low survival rates are a matter of concern. Zimbabwe’s passenger transport sector is typical, with glaringly overwhelming cases of failure. Evidence abound in Zimbabwe of family-owned passenger bus companies (FOPBCs) that have folded, following the passing on of their founders. The sibling and consortium generations succeeding the founders have plunged the businesses into extinction. Despite a tremendous surge in family business research due to their global importance, the totality of studies focused on Africa is small. Notwithstanding their prevalence there exists absence of in-depth knowledge on their operations, including in Zimbabwe. Accordingly, this study focussed on investigating the determinants for business sustainability of FOPBCs in Zimbabwe. Drawing from various business theories, models and literature, the research utilized a pragmatic paradigm that adopted the exploratory sequential mixed method design (Qual – Quan research) to investigate the factors influencing the survival of Zimbabwe’s FOPBCs. The qualitative research component undertook ten (10) interviews based on nonprobability sampling techniques, to derive relevant themes based on NVivo 2020, that were then employed to design a questionnaire. The follow-up questionnaire was deployed on a census of one hundred and fifty-three (153) FOPBCs in Zimbabwe as the study population. The resultant quantitative data was analysed using exploratory factor analysis (EFA) through the application of principal components analysis (PCA), to determine the factors influencing the survival of Zimbabwe’s FOPBCs. The key outputs are methodological, contextual and intergenerational business sustainability framework contributions. The study revealed that succession planning, leadership, total capital, management, family entrepreneurship, strategy, governance, and external environmental factors bear strongly on cross generational sustainability. These factors form the intergenerational business sustainability framework for the FOPBCs. Imperatively, leaders of such companies, policy makers and scholars must pay devout attention to addressing the challenges in logistics and passenger transport management. Iqoqa Ibhizinisi lomndeni okuyilona elibonakala lithandwa kakhulu emkhakheni wezambhizinisi, kanti futhi okubanakala lihamba phambili ngamaphesenti angama-60 kuye kwangama-98 umhlaba wonke, yilona elibambe iqhaza elikhulu emnothweni womhlaba. Nokho kuyadabukisa ukubona ukuthi emhlabeni wonke jikelele ibhizinisi lomndeni ligcina lifadalala ezandleni zezizukulwane, ngenxa yokuhluleka ukuzilawula ngokushintshana kwezizukulwane, ngezizathu eziningi nezenza ligcine lifa lelo bhizinisi. Amathuba angathembisi okuphumelela kwamabhizinisi omndeni aletha ukukhathazeka okukhulu. Ibhizinisi lezokuthutha eZimbabwe liyisibonelo salokhu, elibonakala lifadalala ngendlela eyisimangaliso. Buningi ubufakazi eZimbabwe bamabhizinisi omndeni amabhasi, ifamily-owned passenger bus companies (FOPBCs) afadalala kulandela ukushona kwalabo abawasungula. Uzalo kanye nesizukulwane esalandela abasunguli bala mabhizinisi bahluleka ukuwalawula agcine ngokuwa. Ngale kokwanda kocwaningo emhlabeni ngamabhizinisi omndeni ngenxa yokubaluleka kwawo emhlabeni jikelele, luncane ucwaningo olugxile e-Afrika. Ngale kokwanda kwalawa mabhizinisi, luncane ulwazi olukhona ngokusebenza kwawo, kufaka phakathi neZimbabwe. Lolu cwaningo lwabheka izinto ezingenza ukuqhubeka kwe-FOPBCs eZimbabwe. Ngokulawulwa izinjulalwazi ezahlukene zamabhizinisi, izindlela zocwaningo nemibhalo yocwaningo, lolu cwaningo lulandela ipharadaymu yobuqiniso esebenzisa inhlanganisela yobunjalo bocwaningo (okuyikhwalithethivu nekhwantithethivu) ukucwaninga ngezinto ezingaletha ukuqhubeka kwe-FOPBCs eZimbabwe. Ingxenye yekhwalithethivu yasebenzisa inhlolovo eyishumi (10) kubahlanganyeli abaqokwe ngokwenhloso, ukuthola izindikimba ezinohlonze kwasetshenziswa i-NVivo 2020, ukwakha uhlakasikwele lwemibuzo. Uhlakasikwele lwemibuzo elandelisayo yona yenza izibalo eziyikhulu namashumi ayisihlanu nantathu (153) e-FOPBCs eZimbabwe njengabahlangayeli bocwaningo. Imininingo yekhwantithethivu yona yahlaziywa kusetshenziswa indlela esakuhlola, i-exploratory factor analysis (EFA) kusetshenziswa i-application of principal components analysis (PCA), ukubheka izinto ezingasimamisa i-FOPBCs eZimbabwe. Imiphumela ebalulekile ibheka izindlela zokucwaninga, isimo kanye nokuxhumana kwezizukulwane ekulawulweni kwebhizinisi lomndeni. Lolu cwaningo luveze ukuthi ukushintshana kwezandla, ubuholi, imali, ukuphatha, ulwazi lwebhizinisi emndenini, imibono, ukulawula, kanye nezimo zangaphandle komndeni, konke kunomthelela othize ekuphumeleleni kwebhizinisi. Zonke lezi zinto ziwumgogodla wokuphumelela kwebhizinisi lomndeni isizukulwane ngesizukulwane enkampanini yamabhasi. Okubalulekile ukuthi, abaholi bezinkampani, ababhali bezinqubomgomo kanye nezifundiswa kumele bazinikeze isikhathi bacubungule izinselelo ezibhekene nebhizinisi lezokuthutha nokuthuthwa kwempahla.
Leadership coaching in a multigenerational workforce – a case in the engineering sector.
(2023) Strickland, Michelle Eunice.; Martins, Ana Maria De Azevedo.
In the current volatile, uncertain, complex, and ambiguous environment, the case in this study, an engineering consulting organisation based in KwaZulu-Natal, has found itself navigating the COVID-19 pandemic, the Fifth Industrial Revolution, and a multigenerational workforce. Faced with these dynamic shifts, leadership has needed to cope with the various impacts. Intrinsically, leaders have needed to be aware of themselves, of their strengths, opportunities, and challenges that could be associated with these different contextual shifts. Furthermore, the leadership team has been required to cultivate a robust pipeline of future leaders from a multigenerational team. The purpose of the study was to explore leadership coaching readiness to harness new leadership skills, which would enable leaders to improve on their emotional intelligence skills in order to bridge generational gaps. The research was underpinned by a qualitative exploratory research methodology using participatory action research. The strategy was to use a case study with a phenomenological philosophy. Through purposive sampling and use of primary data collection methods, namely, interviews, focus groups, and observations, the objectives were met. Desktop research was conducted to review the extant literature. The thematic analysis tool, NVivo, was used and triangulation of the data sets was implemented. A specific leadership coaching model, crafted for the organisation being studied, included an emotional intelligence element, which resulted in an innovative approach to accelerate the development of future leadership in a multigenerational workforce and which also contributes to the existing body of knowledge. The study highlighted that the expression and appraisal of emotions, use of emotions in decision-making, knowledge of emotions, and management of moods or emotions are critical aspects of emotional intelligence, and, if brought into a coaching intervention, can benefit the leadership and organisation. The recommendations are: the addition of a mentoring element; team coaching interventions to bring the multigenerational workforce together in order to build on relationships; and developing an understanding of the learning gained to ensure the transference of skills to the younger generation, thereby enabling them to work toward professional registration. These recommendations would enhance employee engagement and retention.
Strategies to reduce the emigration of engineering professionals in the South African petroleum refining industry=Amasu okunciphisa ukufuduka koNjiniyela embonini yokuColisisa iPhethroliyamu eNingizimu Afrika.
(2023) Ngonyoza, Ntsikelelo Sipho.; Pelser, Theuns.; Chummun, Bibi Zaheenah.
The South African refining companies have been losing experienced engineers, due to emigration, which has negatively impacted the refinery Operations. This study aimed to explore the factors that affect the emigration of engineers working in the South African petroleum refining industry. The study used a mixed method approach combining qualitative and quantitative research techniques using structured, in-depth interviews and an electronic survey questionnaire. The study participants were refinery engineers with a formal engineering diploma or degree from a recognized University or University of Technology. The findings revealed that more than half of the engineers had a positive emigration potential and were actively applying for jobs overseas (56% for interviews and 52% for the surveys). The preferred emigration destinations were the Middle East and Europe for a duration of 5 years. The engineers were Millennials, aged between 31-36 years with 5-15 years’ work experience. The emigration drivers were a rapidly deteriorating macroeconomic climate resulting in a higher cost of living and unhappiness at work due to poor career advancement, poor work-life balance, and a perceived inaccurate and unreliable performance appraisal system where promotions and recognition awards were affected by manager bias. Some recommendations were to have clear career progression paths incorporating job redesign strategies, reduce appraiser bias in the performance appraisal process, incorporate appraisee feedback, and review company benefits to ensure they meet the work-life balance needs of a changing workforce. The study has contributed to the body knowledge by developing a method to measure the emigration potential of petrochemical refining engineers and plot it on an emigration potential matrix. As well as to better understand the critical factors that lead to a positive emigration potential and propose strategies to reduce it by implementing the developed emigration potential reduction framework. Iqoqa Izinkampani zokucolisisa eNingizimu Afrika zilahlekelwa onjiniyela abanohlonze ngenxa yokufuduka, okunomthelela omubi ezimbonini zokucolisisa. Lolu cwaningo lwaluhlose ukubhekisisa izinto ezithinta ukufuduka konjiniyela abasebenza ezimbonini zokucolisisa uwoyela eNingizimu Afrika. Ucwaningo lwasebenzisa indlelakwenza engxube ebandakanya amasu ocwaningo lobunjalonto nenanikubala kusetshenziswa inhlwayalwazi ehlelekile kanye nohlumibuzo oluyisaveyi lwezobuchwepheshe. Ababambiqhaza kwaba onjiniyela kwezokucolisisa abanediploma noma iziqu zedegree zasenyuvesi noma enyuvesi yezobuchwepheshe.6 Imiphumela yocwaningo yaveza ukuthi bangaphezulu kukahhafu onjiniyela okungenzeka bafuduke kanti basembhidlangweni wokufaka izicelo zokuyosebenza phesheya kwezilwandle (56% abenhlwayalwazi kanye nama-52% abesaveyi). Izindawo zokufudukela ezithandwayo yiMiddle East kanye neYurophu lapho besebenza khona iminyaka emihlanu. Onjiniyela laba baphakathi kweminyaka engama-31 kuya ema-36 kanti banolwazi lomsebenzi lweminyaka ephakathi kwemi-5 kuya kweyi-15. Okuyimbangela yofuduko yisimo somnotho esiya ngokuya sintengantenga esidala impilo ibize kakhulu, ukungajabuli emsebenzini ngenxa yokuncipha kwamathuba okukhushulwa, ukungazinzi phakathi kwempilo nomsebenzi, uhlelo lokubheka ukuthi umuntu usebenze kanjani olunganembi futhi olungathembekile kanye nokuklonyeliswa kokwenza kahle emsebenzini okuncike ekuchemeni kwezimenenja. Ezinye zezincomo zibandakanya ukuqinisekisa ukuba khona kwendlela ecacile yokuqhubekela phambili emsebenzini ezobandakanya amasu okuhlela kabusha umsebenzi, ukuncipha kokuchema uma kuhlolwa ukuthi abantu basebenze kanjani, ukufaka nokuthi angathuthuka kanjani okade ehlolwa, nokubhekisisa izinzuzo enkampanini ukuqinisekisa ukuthi ziyahambisana nezidingo zabasebenzi abashintshashintshayo. Lolu cwaningo lunikelile emthamweni wolwazi ngokuqhamuka nendlela yokukala umuzwa wokufuduka konjiniyela embonini yokucolisisa uwoyela nokuyibumba ihambisane nesimo somnyombo wokufuduka. Ucwaningo luphinde lwanikela ngokuqondisiseka kabanzi kwezinto ezibalulekile eziholela ekufiseni ukufuduka kanti luphinde lwaphakamisa namasu angasetshenziswa ekunciphiseni lokhu ngokusebenzisa uhlaka lokunciphisa ukufuduka osekubunjiwe.
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.
Towards a customer engagement framework to enhance organisational change communication and customer satisfaction at Absa bank in the greater Durban area.
(2023) Chitamba, Anos.; Mutambara, Emmanuel.
Events that have unfolded in the past decade — the ease of new entrants into the banking sector, uncertain economic outlook, the 2008 global financial crisis, competition within the South African banking sector, have changed the banking sector in South Africa. Retail banks are under tremendous pressure to realign their business models to meet these challenges and changes. Conforming to the mounting pressure in the South African banking sector, Barclays bank PLC a major shareholder in Barclays Africa Group announced its departure from Barclays Africa Group. A move that will make Barclays Africa Group lose its strategic partner with over 100 years of experience working in Africa. The departure was received mixed reactions in the banking sector including Absa customers. In the South African banking sector context with reference to Absa bank, research on customer engagement is still in its infancy and a model that can be adopted during organisational change did not exist. To address this research gap, this study developed a customer engagement framework that is linked to organisational change communication and customer satisfaction. The research design adopted was the quantitative paradigm with a pre-coded structured closed ended questionnaire comprising the 5 Point Likert Scale that was used to administer the instrument to the selected sample respondents. The questionnaire comprised of 4 Sections, each under a specific main theme. The target population comprised of 650 000 Absa bank customers in the greater Durban area. Sekaran statistical table was used to for the sample selection. The sample of 384 customers was selected using convenience sampling a non-probability sampling technique. The analysis of the data involved the use of robust parametric and non-parametric tests for the empirical analyses using the Statistical Package for Social Sciences (SPSS) version 25 for Windows. A variety of non-parametric tests were also used to test hypotheses formulated for the various sections and components of the study. Some significant findings emerged from the comprehensive statistical analyses which were also corroborated by national and international studies conducted by various researchers who also showed their concordance or discordance with the current findings and were referenced accordingly.

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