Wits School of Governance (ETDs)

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Airport Travellers' Experiences of e-Commerce Transactions
(University of the Witwatersrand, Johannesburg, 2023) Sebola, Nonhlanhla Louisa
Purpose: The study aims to investigate the relationships among airline service quality, customer experience, brand loyalty, and repurchase intention as these impact air travelers' experiences of the e-commerce transactional interface with multiple sales channels. Methodological approach: A self-administered structured questionnaire was designed using Hammerschmidt's (2016) 5C model constructs to collect responses from 30 airport travelers at OR Tambo International Airport, South Africa. Using Pearson correlations to determine the relationships among the variables under investigation, and regression analysis for testing hypotheses and the variables' predictability in the conceptual model. Findings: Evidence confirmed the positive associations among service quality, brand loyalty, and customer satisfaction as mediating factors with customer experience. The overall outcomes highlight the need for further inquiry into the 5C model's applicability in airline service quality. Additionally, the multiple unintegrated sales channels were a cause of concern, evidenced by low ratings on the seamless transaction experience. Highlighting the need for enhancement of the relationship, and intentional engagement with partners in the air travel value chain. Originality: Viewing service quality as a multidimensional construct, the study proposed the 5C model’s applicability to enhance the customer experience in the airline e-commerce transactions. Limitations: The outcomes must be considered within the spatial limitations and data collection timeframe granted by the Airports Authority, impacting the results' generalizability. Practical implications: The preliminary study confirmed the associations between various e-commerce service quality factors and airport travelers' experiences
Collaborative Governance and the Social Compact during the Covid-19 pandemic
(University of the Witwatersrand, Johannesburg, 2023) Gilbert, Adele
South Africa has a strong history of tripartite co-operation and collaborative governance since democratic rule in 1994. As a democratic developing country, through the constitution, South Africa aims to follow the principles of good governance and promotes broad social actor (labour, business and civil society) inclusion as a means to develop a more equal and inclusive society. This form of governance is used across the various tiers of government in South Africa namely national, provincial and local, taking on a range of different institutional forms. It has also been used to tackle a diverse range of issues in sectors including but not limited to health, environment, economic and education. The purpose of this research study was to investigate collaborative governance in the local manufacture of Personal Protective Equipment (PPE) and the insights this has provided on the challenges, obstacles and prospects for establishing a social compact for a South African economic recovery post the COVID-19 pandemic. This was done by exploring the understanding of collaborative governance and social compacting and the perspective of different social actors to the success of using these forms as a means to achieve successful collaborative outcomes for society during the pandemic. The study then considered what insights this process of collaborative governance has provided to guide the development of a social compact. Lastly the study explored if social solidarity plays any role in collaborative governance and what this enables within such an institutional setting. The outcome of the research has revealed the importance major external shocks such as a global pandemic play in creating a context of shared risk, creating the potential for uniting social actors in the pursuit of solutions which serve the broader society. This has been contrasted by findings in relation to the effects of sectoral interests on the outcomes of collaborative governance, as well as the layered complexity of social actor groupings within South Africa and its impact on long term societal gains. It appears that this, along with a number of other challenges, poses significant obstacles to the development and implementation of a more society-centred social compact for South Africa, which is supported by implementation and accountability across social actors aimed at real societal transformation
Dynamics Between Stakeholders Involved in Implementation of Human Settlements Policy: John Taolo Gaetsewe District
(University of the Witwatersrand, Johannesburg, 2023) Motlonye, Morutse Herbert; Pooe, T.K
The shortage of adequate shelter is a global problem, especially in the Global South, where the lack of proper shelter has forced families to live in informal settlements. In South Africa, improving the general housing situation in the country has been a government priority since 1994. The purpose of this study was to explore the outcomes of the internal dynamics between stakeholders involved in the implementation of the human settlement policy in John Taolo Gaetsewe District, Northern Cape, to create a deep understanding of the role of internal processes in human settlement policy implementation and the success or failure thereof, based on the internal dynamics of the stakeholders identified. The analysis reveals that the internal government and institutional dynamics affect human settlement policy implementation in the following ways: experiencing slight and indefinite project delivery delays and lacking proper communication and collaboration among stakeholders. The researcher also discovered that there are implementation issues due to the varying roles and responsibilities at the municipal and provincial levels. However, for a remedy to be achieved, several measures must be implemented. If implemented based on additional research, these insights may inform new solutions and influence current human settlement policy implementation processes
Rehabilitation outcomes measurement instruments usage in KwaZulu-Natal and Gauteng healthcare
(University of the Witwatersrand, Johannesburg, 2022) Buthelezi, Mnqobi Basil
There is a lack of rehabilitation outcome data collection and use in South Africa. Important to note in this study discussion are Rehabilitation Outcome Measures which are tools (FIM, BI, MRS, FAI, NEADL) used to collect data and measure the extent of change during and post-rehabilitation period. This research purpose aims to evaluate the awareness, and use of rehabilitation outcome data measuring instruments, the available capacity, opportunities of learning and constraints that exist across different settings in public and private rehabilitation healthcare in KZN and GP. A quantitative research strategy was utilised. A cross-sectional, survey design plan of data collection framework was used. Face-to-face primary data collection was conducted in the proposed research sites. Purposive sampling targeting 13 rehabilitation public-private healthcare facilities in KZN, and GP was used. Stratified sampling together with 100% sampling in a small population was conducted. Community of Rehabilitation Multidisciplinary Teams (RMTs) of seven (7) members in public and private hospitals, composed of medical officer(s), nurse(s), clinical psychologist(s), physiotherapist(s), occupational therapist(s), speech/audio therapist(s) and social worker(s) took part in the study. SPSS assisted in results analysis; frequencies and non-parametric Chi-square of independence statistics were utilised to sort any significant associations. Results indicated that 253 subjects participated in the study. Analysed results suggested that n=153 (60.5%) participants were not provided with rehabilitation outcome measuring tools by the facility they were working for. Results suggested a significant negative association in Public Rural Settings (FIM=49.7%, BI=43.8%, MRS=41.9%, p=0.001, FAI=17.6%, p=0.037) and Public Urban Settings (FIM=43.2%, BI=36.5%, MRS=40.5%, p=0.001 and FAI=35.3%, p=0.037) of public healthcare facilities as they were not using rehabilitation OMs. A significant association in use of rehabilitation OMs was found in Private Urban Rehabilitation Healthcare facilities (FIM=56.0%, BI=35.6%, MRS=64.5%, p=0.001 and FAI=47.1%, p=0.037). Public healthcare facilities in KZN and GP were not using rehabilitation outcome measures, while GP Private rehabilitation healthcare facilities were using them. In conclusion, it is recommended that National Rehabilitation Policy (NRP) is subjected to reviews to incorporate standardisation of rehabilitation OMs. A diagnostic evaluation exercise is necessary for Theory Of Change development focusing on rehabilitation healthcare services
Reviewing labour market signals through the lenses of social sciences graduates from the University of the Witwatersrand
(University of the Witwatersrand, Johannesburg, 2022) Madubye, Mokgethwa; Chikane, Rekgotsofetse
Unemployment among social sciences graduates is often discussed as an issue of graduates lacking the required skills to enter the labour market. This research report sought to review labour market signals and unemployment experiences described and interpreted by social sciences graduates from the University of the Witwatersrand. This research aimed to analyse their perceptions of unemployment and their views on employability and signalling. It adopted the qualitative approach to collect data and analysed it using thematic analysis. The survey yielded twelve responses, and four of the twelve respondents returned for individual interviews. The research report aimed to understand whether there is a mismatch between what the labour market expects and requires versus what graduates perceive, and found that there is not. It was discovered, however, that while graduates of social sciences understand the requirements of signals, their unemployment experiences are rooted in various socioeconomic and political issues. This research report concluded that positively responding to labour market signals plays a significant yet minimal role in securing employment because an array of supply and demand factors determine unemployment and employment prospects among graduates. Higher learning institutions, employers, and government must collaborate to reform the social sciences curricula to align with the labour market’s demands and improve unemployment

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