*Electronic Theses and Dissertations (Masters/MBA)

Permanent URI for this collection


Recent Submissions

Now showing 1 - 20 of 385
  • Item
    Brand Loyalty through loyalty programs in the South African banking industry: perspectives from Gen Y and Z
    (2022) Magano, Ikanyeng Cleophus
    The recent growing popularity of loyalty programmes across industries has sparked a whole lot of interest from not only researchers, but also consultancy firms and practitioners alike. Though there has been noticeable research conducted on loyalty programmes in the preceding decade, not enough focus has been channelled on the youthful age cohorts (Gen Y & Z) in South Africa, especially in a sophisticated industry such as banking. A subject of loyalty programmes is understood and accepted to be premised around the relationship marketing theory, which primarily encourages long-term bonds with customers. As such, the study then sought to assess the intermediating influence of customer brand experience, consumer-brand engagement (CBE) and emotional brand attachment in the relationship between loyalty programmes and brand loyalty in the South African Banking sector. The methodology relied on a cross-sectional survey design in a form of a selfadministered online questionnaire partially adapted from preceding studies. Data was then collected from 265 Generation Y and Z targeted respondents who are retail banks loyalty programme members. The study assessed seven hypothesis utilizing standard regression techniques and the study findings presented demonstrate that all seven hypotheses were supported. The findings therefore reveal that loyalty programmes can play a positive role in building customer brand experience, Consumer-Brand engagement (CBE), emotional brand attachment and subsequently brand loyalty. The study not only subsidizes the existing knowledge on loyalty programmes among youthful age cohorts, but it also assists with relevant context to a developing market such as South Africa. It must also be mentioned that the study can aid marketers and practitioners with formulating attractive and thorough loyalty programmes, particularly targeted at the youthful market in South Africa.
  • Item
    Sustaining and supporting SMME use of big data in South Africa
    (2021) Xegwana, Siviwe
    SMEs play a significant role in the South African economy because of their contribution towards employment which makes this a very important sector. Big Data plays a significant role in propelling the digital economy and organisations that are dominant across various industries are those that have effectively adopted and assimilated BDA technologies in their business strategies. The purpose of the study was to investigate the influence of Big Data Analytics BDA) technologies on sustaining growth strategies of Small and Medium-sized Enterprises in South Africa. The study was carried out using a non-experimental quantitative research method that draws from a post-positivist worldview. Data collection was done using an online survey in a form of a self-administered questionnaire. The research survey was distributed through email to a random sample of participants sourced from online business directories and IT professionals who work for SME entities and are actively involved in big data initiatives. The key findings of the study reveal that BDA technologies do positively influence SME’s competitive advantage, and resource constraints do have a negative impact on SME growth strategies, but the relationship between adoption and assimilation of BDA technologies and SME growth was found to be very weak and insignificant. Leveraging and delivering value through BDA, SMEs can develop and sustain a robust SME sector and make a considerable contribution towards employment and improve socio-economic conditions for the South African public.
  • Item
    Coaching competencies in the CCMA conciliation process for senior and executive employees
    (2021) Soman, Mohini Devi
    The research focused on whether introducing coaching competencies within the CCMA section 135 conciliation process can assist the CCMA achieve its mandate of resolving disputes of senior and executive employees speedily and effectively. Senior and executive employee disputes are highly technical, legalistic and protracted disputes, placing a burden on the resources of the CCMA. The limitations of the conciliating commissioners‘ current conflict resolution and business executive skills when dealing with high-level business disputes add to the delay. Employing coaching techniques within the conciliation process is proposed as a means of enhancing the conciliating present skillset for speedy and effective resolutions of these disputes as coaching senior and executive employees and mediating disputes rely on strong and effective communication for positive outcomes. The discretion created in section 135 of the LRA and the CCMA‘s Imvuselelo Strategy allows for further innovative strategies to conciliate disputes. The phenomenological research design was chosen as introducing coaching competencies within a statutorily constituted conciliation process is a new concept. Senior and Level A commissioners from the CCMA Johannesburg and Benoni offices, with at least five years of mediating experience, were interviewed before and after the application of coaching competencies. The interviews were semi-structured and the data collected was analysed using thematic analysis. The key findings are that disputes of senior and executive employees are complex disputes that do not easily resolve at the conciliation process due to challenges and dynamics that do not respond to the current problem-solving approach adopted by CCMA conciliating commissioners. The facilitative approach to mediation, together with the application of executive and conflict coaching competencies achieved more effective outcomes: changed behaviours and attitudes, trust between the parties, parties taking ownership of the dispute and changing their perspective of the dispute. Further training of all commissioners on this model was supported as it was found to be innovative means of resolving disputes, thus meeting the aims of the Imvuselelo Strategy
  • Item
    Changes in consumer behaviour of urban black emerging middle-class consumers in South Africa, as a result of rural to urban migration
    (2019-03) Malesa, Nnaniki
    Multinational Corporations (MNCs) are facing the scenario that established markets are becoming saturated. They have consequently identified that pursuing entry in emerging markets will contribute to the growth of their respective brands. In turn, the development of emerging market strategies adapted to reflect understanding and localisation of the consumer behaviour habits found within these emerging markets, has become a priority for them. It is within this context that this research study was undertaken. The purpose of this research study was to investigate the changes in consumer behaviour of black emerging class consumers when they migrate from rural areas within SA to urban areas of Gauteng. A qualitative research methodology was pursued with three focus groups to understand the changes in their consumer behaviour across four key themes, namely: Circular Migrators and Remittance providers to rural dwellers; dietary consumption habits; purchase decision making and shopping habits; as well as appreciation for high-value products. Findings from this research study highlighted that black emerging middle-class consumers who migrated from rural areas of South Africa to urban areas of Gauteng remain circular migrators and do not see Gauteng as a permanent establishment for them. In addition, upon migrating to urban areas of Gauteng, these consumers continued to keep in contact with their rural-based relatives. These urban-based participants confirmed that they remitted groceries, money as well as furniture to their rural-based relatives. Lastly, the research findings confirmed that, upon migrating from rural areas to urban areas of Gauteng, the consumer behaviour habits of these participants changed. Their dietary consumption habits, their decision-making shopping habits, as well as their grocery shopping purchase habits reflected changes in their consumer behaviour patterns. In addition, it was identified in this study that the dietary consumption behaviour, decisionmaking shopping habits, as well as grocery shopping purchase habits of the rural-based relatives also changed. This was as a result of being influenced by the changing consumer behaviour habits of the urban-based participants who remitted contributions to them regularly. The findings of this research report have practical implications when pursuing strategies in emerging markets such as South Africa. In ensuring that the strategies deployed have factored an understanding of the local market and placing the consumers’ interests at heart, three key areas are proposed for consideration when developing emerging market strategies in this rural-urban context. Firstly, the decreasing rural-urban gap eminent in the changes to dietary consumption habits and grocery purchases that are similar between the two areas needs consideration. Secondly, the increasing “urban poverty”, contributed to by the limited access of basic services to the peri-urban communities, must be recognized. Lastly, the role aspiration plays in driving desire and subsequent acquisition of high-valued products by emerging middle-class consumers, is important.
  • Item
    Economic perfomance and state-business relations in post-apartheid South Africa
    (2020-03) Nkgodi, Bruce Molefi
    In this study the main concern is state-business relations in post-apartheid South Africa. Guided by the political theory of corporatism, the study considers the influence of state-business relations on economic performance. The obvious assumption is that sound state-business relations correlate positively with impressive economic performance. Following the demise of the apartheid system of governance in South Africa, a corporatist institution known as the National Economic Development and Labour Council (NEDLAC) was established. Sub-optimal economic performance of post-apartheid South Africa has raised doubts about the efficacy of NEDLAC's role in fostering economic prosperity for the country. It is contended that in many studies a substantive comprehension of what economic performance entails is absent. To overcome the lack of coherence in the conception of economic performance, this study applies economic growth, public debt and unemployment to measure economic performance. The study found that overall, growing public debt, high levels of unemployment and poor economic growth point to unimpressive economic performance associated with state-business relations in post-apartheid South Africa.
  • Item
    The contribution of corporate entrepreneurial dimensions on firm performance in South African non-governmental organisations
    (2022-01) Naidoo, Keshan
    Corporate entrepreneurship (CE) has been suggested by various scholars as occurring when an individual or a group of individuals in an established company display behaviour that is typically practised by individual entrepreneurs. Literature supports the notion that corporate entrepreneurial practices can be implemented as a means to improve company’s performance, and that it may result in an organisation obtaining a competitive advantage. CE dimensions are specific characteristics that are evident in firms that embody the following: innovativeness; risk-taking; proactiveness; autonomy; and competitive aggressiveness. The purpose of this study was to investigate and empirically determine the contribution of CE dimensions on firm performance within South African non-governmental organisations (NGOs) in the health industry, by also considering the moderating effects of the organisation’s climate on this relationship. Furthermore, this study sought to provide important findings that might aid NGOs and other policymakers to determine key interventions that could be included in particular policies, so as to assist such organisations to grow and to remain sustainable, so that they can address the much-needed socio-economic gaps in the South African health sector. A quantitative research technique was used, as the study proposed to measure relationships, as well as predictions, between two or more constructs. A sample size of 103 respondents was aimed for, based on a total target population of 288, with a total of 66 responses having been captured for analysis after the data screening and cleaning process, representing a response rate of 64% from the original targeted 103 sample size. With the exception of the CE dimension of autonomy and proactiveness, the other three dimensions, namely innovativeness, risk-taking and competitiveness were perceived to be key influencers in firm performance in terms of business growth, within South African NGOs that aid in HIV/AIDS research, treatment and care. Interestingly, although the autonomy dimension resulted in a negative influence in its relationship on firm performance, the empirical evidence suggests that, when this dimension is moderated by leadership factors, it changes to a positive outcome on firm performance, thereby confirming that, for positive firm performance to be experienced in South African NGOs, autonomy is a good influencer only if the leadership criteria govern the same. The study further demonstrated that leadership inversely influences the relationship between innovativeness, risk-taking and competitive aggressiveness. In the context of previous literature, such was to have been expected, as it was noted that, for leadership factors to influence relationships in a test positively, the interaction among the particular variables is important, including their moderating and mediating. The interaction terms and the type of leadership factors involved might influence a particular relationship. This study sought to provide empirical evidence suggesting that, by embodying CE in means of its various dimensions, firm performance will be positively influenced in terms of the growth of the business. Such, in turn, should allow such organisations to remain sustainable by means of obtaining a competitive edge, and perhaps even by discovering innovative ways of generating income to drive their socio-economic mission.
  • Item
    Factors facilitating conversational artificial intelligence at an insurance organisation in Johannesburg
    (2023) Tshifularo, Setebatebe Bervely
    Globally the insurance industry is changing significantly due to new technological advances, data growth asymmetry and more recently the Covid-19 related disruptions (Balasubramanian, Libarikian, & McElhaney, 2021). Further to these changes, are consumer tastes and preferences fuelled by availability of information and accessibility of platforms such as social media. Consumers have become more price and product sensitive due to the many options available from competing products and companies. To keep up with these changes which present both risks and opportunities, insurers have been long exploring with technologies such as Artificial Intelligence, Internet of Things, Cloud computing to name a few (Santenac, Majkowski, Manchester, & Peters, 2019).
  • Item
    Leveraging the energy transition for greater black entrepreneurial participation in the liquid fuels sector in South Africa
    (2023) Tlou, Dineo Benedicta
    Background: The Liquid Fuels Industry in South Africa is a key contributor to the economy and development agenda of the country. The industry has been dominated by large multinational and privately-owned companies that control and own some of the factors of production. Purpose: This study aims to examine how the energy transition can be leveraged for greater Black entrepreneurial participation in the liquid fuels sector in South Africa. Design, methodology and approach: A qualitative study was conducted, and primary data was collected using semi-structured interviews with 14 Black entrepreneurs engaged in the liquid fuels sector; primarily sourced through the National Energy Wholesalers Association of South Africa (NAEWASA) and the South Africa Petroleum Industry Association of South Africa (SAPIA) as well as 4 active and former Black business executives in the liquid fuels industry. A combined total of 18 interviews was conducted. The method of analysis employed was thematic analysis to allow for further probing of participants. Findings: The results indicate that Black entrepreneurs in the liquid fuels sector were aware of the energy transition, related activities as well as potential opportunities. They were, however, of the view that it was premature for South Africa considering the structural challenges. Business executives expressed a similar understanding of the energy transition but were aligned in that it needed to be paced for each country. Additionally, entrepreneurs experienced barriers to participation that impede their ability to be active participants in the sector. The results also indicate that the sector has skills requirements to enable entrepreneurial participation in the energy transition.
  • Item
    Thermal conversion of waste-to-energy by incineration in Johannesburg
    (2022) Sithole, Nkumbulo Edwin
    The City of Johannesburg's population growth and economic activity have resulted in increased amounts of generated municipal solid waste (MSW); concerns developed about landfill airspace depletion. Environmental concerns subsist as a landfilling activity often create greenhouse gases, air pollution and water contamination, therefore, contributing to climate change. Conversely, the City requires electricity to keep its economic activity functional, while providing its citizens with electricity. This case study examined the opportunities and impediments of waste-to-energy (WtE) implementation in the City of Johannesburg. Focus was on thermal conversion by mass-burn incineration, identifying the function of decision-making frameworks in supporting the integrated solid waste management leading to development and WtE implementation. The study established that WtE will stimulate the circular economy in the City of Johannesburg, therefore, contributing to environmental preservation, waste minimisation, and additional electricity capacity for the City. To align with the legislated decision framework, the waste hierarchy, the WtE facility should incorporate the material recovery facility (MRF). The waste hierarchy and other legislated processes, such as the Municipal Finance Management Act (MFMA) and the public-private partnership (PPP) Framework, are inadequate to support WtE development. The research recommendsdeveloping a local government-based decision-making framework by the City of Johannesburg—service delivery focused; this would complement existing legislation. A multi-criteria decision making (MCDM) model is suggested. Theincrease in grid tariffs, cost-reflective gate fees, and introducing landfill tax could contribute to the commercial viability of WtE. The identified barriers are a lack of education and awareness, and improper stakeholder engagement with WtE. Findings indicate a lack of expedited legislation processes tailor-made for projects, such as WtE and five-year political terms, hampering service delivery plans. Findings also identified access to waste by independent power producers (IPPs) and the City of Johannesburg’s financial viability as barriers. These should be focusedon to realise WtE implementation.
  • Item
    The role of streamlining in digitalising business processes
    (2023-02) Kulabuna, Matondo Dunny
    The Fourth Industrial Revolution (4IR) has brought about digitalisation, which has impacted how we run business operations. It has created a radical change inconventional processes. Business leaders and professionals use digital technologies to enhance business processes and achieve higher efficiency. However, much focus is placed on the introduction of technology rather than on how it improves the existing business and delivers efficiency. The literature reports a controversial application of streamlining and digitalisation that has led to divergent views on business process improvement. Some authors believe there must be a sequential approach before introducing digitalisation, while others argue it depends on the opportunity to digitalise. This study explores the perspectives of South African business leaders on optimising and digitalising processes that seek higher efficiency. Thus, the conceptual framework is based on the principle of good operations, which promotes streamlining using techniques such as Business Process Reengineering (BPR) and Lean thinking before digitalisation with the Digital Assessment Tool (DAS) model. Nine business professionals were contacted via LinkedIn and interviewed in a one-on-one session using the interview guide in MS Teams. Specific questionswere asked about their experiences in business processes, streamlining, digitalisation, and how they achieved efficiency. The findings show that streamlining is how the As-Is business process can be improved in a non-sequential manner using management techniques (BPR and Lean) and digitalisation, which depends on the opportunities and requirements. Business leaders typically evaluate the outcome against the defined performance objectives, such as project deliverables, customer satisfaction, turnaround times, and other relevant goals to prove efficiency. The key message of this study is that streamlining is valuable in enhancing business processes, and efficiency is achieved when the business objectives are clearly defined and assessed. The study contributes to knowledge by clarifying the understanding of streamlining and recommending an assessment tool to guide business leaders' decision-making that looks at the efficiency impact to add value to the business.
  • Item
    Customer resistance of self-service kiosks in the South African fast-food industry
    (2022) Anderson, Samantha
    Self Service Kiosks (SSKs) have recently been introduced into the fast-food service setting in South Africa. They provide customers with a different method of service delivery where customers can place fast-food orders without the need to interact with a cashier. Customers however continue to resist using SSKs despite businesses investing in such technology. Businesses do not invest in technology with the intention that it will not be used. This study explored why customers resist SSKs at fast-food outlets in South Africa and whether there are context specific reasons for such resistance. Although innovation resistance research is gaining more attention than it previously has, in a South African context such research is scarce. Innovation resistance in respect of SSKs has also not received significant research attention. A majority of the SSK research is focused on adoption. A qualitative research design that was exploratory in nature was adopted for this study. A qualitative approached allowed for a deeper understanding of why customers resist SSKs and provided an opportunity to gather new information in a South African context. Data was collected at a singular level, being that of fast-food customers only. Multiple methods were adopted to recruit participants and included posting on social media and utilising the snowballing approach. All research participants were selected according to a purposive sampling method. To be eligible to participate in the research they had to have chosen not to use a SSK in a fast-food outlet in South Africa. Sixteen semi-structured interviews were conducted. Most of the interviews were conducted online. The interviews were recorded, and transcribed, and thematic analysis was used to analyse the data. The findings revealed that customers resist SSKs for a variety of reasons and that resistance and adoption can co-exist. Further to this, the findings also confirmed that resistance can occur in many forms and does not always result in rejection. For instance, customers may be opposed to using the SSKs but still must use it where they have no other alternative but to use it. The reasons for SSK resistance that were identified, fall into groups that relate to SSK characteristics, customer characteristics, situational factors, and social factors. With reference to the SSK literature, similar groupings of reasons are considered for innovation adoption thus highlighting the complex relationship between resistance and adoption. The resistance reasons that related to SSK attributes included that the SSK was not easy to use especially when the orders were large, complex, or required customisation. Participants also resisted using the SSK because they could not pay with cash at the SSK, because of SSK system issues, hygiene concerns and because alternative ordering options were perceived as better options. The reasons for resistance that related to situational factors included that the SSK waiting time and queue length was longer than alternative ordering options, the SSK option was slower than other ordering options, it gave rise to concerns related to time pressure and there was misalignment between the cashiers and SSK at certain fast-food outlets. The reasons for resistance identified in the findings that related to customer characteristics included the need for interaction and discomfort using the SSK. Job loss potential was identified as a reason for resistance however it is important to note that despite it being a concern for multiple participants, that concern did not always lead to resistance behaviour. The study contributes to understanding what drives SSK resistance in a fast-food context in South Africa. Strategies to reduce SSK resistance are recommended which include avoiding the forced use of SSKs and increasing customer confidence in the SSKs.
  • Item
    An implementation framework for BYOD in a selected state-owned enterprise
    (2020) Mokoena, Elliot
    This study will explore the Bring Your Own Device (BYOD) phenomenon in South African State-Owned Enterprise, Transnet. The concept has become significant during the global pandemic lockdown and the resultant slowing of the economy forcing state-owned enterprises to review their cost saving measures. The objective is to identify critical factors influencing BYOD implementation with the purpose of understanding how these factors shape the actions of the information technology portfolio at Transnet. The Perceived e-Readiness Model (PERM) isadopted to identify contextual BYOD adoption factors. There are several studies conducted on the corporate adoption of BYOD, but few have investigated the phenomenon from state-owned enterprise (SOE) perspective in South Africa specifically. The study highlights the importance of technological and organisational readiness in the adoption of BYOD. Due to the complexities in cyber security, the study further highlights the importance of IT security to ensure correct adoption of BYOD as a response to continued work from home response during the Covid-19 pandemic, securing both the user’s privacy and confidentiality as well as the organisational goals of productivity.
  • Item
    Consumer acceptance of fintech services in the South African banking sector: a COVID-19 context
    (2022-02) Magagula, Nothando Linnet
    This study explores the consumer acceptance of fintech services in the South African (SA) banking sector, focusing on the COVID-19 context. The conceptual framework used in the study is the Technology Acceptance Model (TAM), which considers factors such as perceived usefulness, perceived ease of use, and behavioural intentions and other adopted factors from previous literature such as Perceived Risk, Trust, User Innovativeness, Perception of COVID-19 and Fintech Acceptance. The research aims to understand the extent to which consumers are willing to adopt fintech services by identifying the relationship between behavioural intention and other factors influencing their decision-making process. The study draws on primary and secondary data sources to provide insights into consumer fintech acceptance and adoption during the COVID-19 pandemic in the South African banking sector. After conducting empirical research, a convenience sample of 156 South African banking customers participated by completing an online survey shared on various social media platforms. The data collected was analysed using Structural Equation Modelling in AMOS software. The main findings of this study reveal that behavioural intention has a positive relationship between these five factors, namely, perceived usefulness, perceived ease of use, trust, fintech acceptance and user Innovativeness; this suggests that these factors are significant in measuring consumer acceptance of fintech services in SA banking. However, the perception of COVID-19 and perceived risk were found to be insignificant measures based on the data collected. This study aimed to understand the consumer acceptance of fintech services in SA banking consumers during the COVID-19 pandemic however, it does have some limitations due to the method of collection used and the targeted population. The study concludes by offering recommendations for banks to enhance their offerings and increase consumer acceptance and adoption of fintech services.
  • Item
    Leadership coaching on organisational culture change in an automotive manufacturing concern in South Africa
    (2022-03) Morkel, Karen
    Organisations whose employees perceive leaders as trustworthy and empathetic to their needs and opinions, especially during times of change, have improved performance, remain competitive and even survive external economic conditions. In this respect, building internal capability through leadership coaching, so as to enable swift adaptability and agility to a changing landscape, mitigate employee resistance and garner trust from employees, becomes paramount. As an established developmental tool to enhance performance, leadership coaching has not gone beyond this developmental requirement towards being viewed as a strategic lever in shifting organisational culture. The purpose of this participatory action research was to explore the perceived influence of leadership coaching on organisational culture and aimed to enhance leadership trust, empathy and change leadership during organisational change within an automotive manufacturing concern in South Africa. This study was conducted with the application of individual coaching sessions, with three managers within an operations department over a five month period, and pre-and post-coaching employee interviews were conducted with six participants, in order to determine shifts in perception and behaviour. Data collection took place during and after leadership coaching sessions and employee interviews, using audio recordings, transcripts and researcher notes. The key findings from the study revealed that through the application of an integrated cognitive behavioural and solution-focused approach to coaching, shifts in leadership behaviour resulted in enhanced engagement, inclusivity, augmented self-efficacy and improved performance delivery during change. This study provides insights into the formidable influence that organisational culture has on newly promoted leaders. Although a powerful tool, the influence of leadership coaching – unaided – is not immune to the potency of an organisation’s overriding culture
  • Item
    Brand loyalty through loyalty programs in the South African banking industry: perspectives from gen Y and Z
    (2022) Magano, Ikanyeng Cleophus
    The recent growing popularity of loyalty programmes across industries has sparked a whole lot of interest from not only researchers, but also consultancy firms and practitioners alike. Though there has been noticeable research conducted on loyalty programmes in the preceding decade, not enough focus has been channelled on the youthful age cohorts (Gen Y & Z) in South Africa, especially in a sophisticated industry such as banking. A subject of loyalty programmes is understood and accepted to be premised around the relationship marketing theory, which primarily encourages long-term bonds with customers. As such, the study then sought to assess the intermediating influence of customer brand experience, consumer-brand engagement (CBE) and emotional brand attachment in the relationship between loyalty programmes and brand loyalty in the South African Banking sector. The methodology relied on a cross-sectional survey design in a form of a self administered online questionnaire partially adapted from preceding studies. Data was then collected from 265 Generation Y and Z targeted respondents who are retail banks loyalty programme members. The study assessed seven hypothesis utilizing standard regression techniques and the study findings presented demonstrate that all seven hypotheses were supported. The findings therefore reveal that loyalty programmes can play a positive role in building customer brand experience, Consumer-Brand engagement (CBE), emotional brand attachment and subsequently brand loyalty. The study not only subsidizes the existing knowledge on loyalty programmes among youthful age cohorts, but it also assists with relevant context to a developing market such as South Africa. It must also be mentioned that the study can aid marketers and practitioners with formulating attractive and thorough loyalty programmes, particularly targeted at the youthful market in South Africa.
  • Item
    The influence of automation on employment in the South African manufacturing industry
    (2021) Mathebula, Nkhensani Nancy
    Orientation: There are emerging uncertainties that automation causes job losses, especially in the manufacturing industry because it is a labour-intensive industry. Motivation of the study: The beverage manufacturing sector is essential because it contributes to the GDP of developing countries, as it is one of contributors of job creation. Purpose of the study: This study aims to identify the influence of automation on the South African beverage manufacturing industry, the objective is to investigate whether automation creates jobs, or it causes job losses. Methodology: This was a qualitative study, where seven semi-structured virtual interviews were conducted to collect data. Purposive sampling was used, the population for this study were employees who are working in the beverage manufacturing industry in Gauteng and Mpumalanga provinces, South Africa. Thematic analysis was used to analyse and interpret collected data. The key findings of the study: The results of this study shows that automation creates new jobs for skilled workers, however, the study revealed that low-skilled workers who do repetitive work are vulnerable to losing their jobs when automation is introduced in the beverage manufacturing industry. The findings of the study also show that, employers upskill and train low skilled workers and old aged workers as a retention plan to reduce job losses workers whenever automation is introduced in the industry .The results of this study show that automation increases production and revenue for beverage manufacturers. Practical and theoretical contribution: Automation should be embraced in the beverage manufacturing industry because it creates jobs, and it increases production and revenue for beverage manufacturing firms. Conclusion: Adoption of automation can be a threat to low skilled workers, although it is able to create new jobs for skilled workers in the industry. Automation enables the beverage manufacturing industry to grow revenue as a result of an increase in production. Recommendations: In accordance with the literature reviewed and the findings of this study, it is recommended that automation be embraced by the beverage manufacturing industry in South Africa since automation would lead to an increase in production and returns in revenue for the manufacturers. It is further recommended that employees in the manufacturing sector be less anxious or less worried about the adoption of automation because automation presents new opportunities to learn new things and it creates new jobs. Based on the findings of this study it is recommended that employers should continue to train and up skill workers whenever automation is introduced in the beverage manufacturing industry in order to preserve jobs across their human resource spectra and affect positively the South African unemployment statistics
  • Item
    Coaching executive leaders using digital platforms: a South Africa perspective
    (2022) Manual, Cindy
    In-person face-to-face coaching is slowly fading into the background as digital technology becomes more prominent in the way business is conducted. The advancement of digital technology was hastened by the Covid pandemic, forcing most business to adapt to a virtual space. As early as 2018, digital coaching was listed as the thirteenth trend in the coaching industry and by 2020, this had moved up to the second place. In a space of two years, its prominence in the industry moved 11 places, which likely was accelerated by the pandemic. Given this context, the main problem is understanding digital technology’s role in coaching executive leaders. The objective of this research paper was to explore coaches’ adaptation to the digital world and the influence the use of digital technology was having on the overall competency requirements of the coach. Cognitive Behavioural Coaching and Constructive Learning Theory forms the foundation of this research paper, and as the researcher was interested in the lived experiences of the research participants, an Interpretative phenomenological analysis approach was adopted. A total of eleven coaches were interviewed using a semi-structured interview guide. Thematic analysis was used to analyse the results of the transcribed interviews, resulting in several pertinent themes. The findings highlighted the speedy transition of experienced South African coaches from predominately in-person face-to-face coaching to a more hybrid coaching model with a heavier reliance on digital coaching and a preference to remain in the digital space. It also highlighted a need to revisit the competency requirements of coaches to include a digital component. The study gives insight into the change agility of more experience coaches and their ability to adapt to digital technology in a space dominated by in-person face-to-face methodology. It adds to the body of knowledge of how these coaches have transitioned during this time and also the rapid learning they had to adapt.
  • Item
    The influence of customer touch-point digitalisation on customer perceived value in the South African vehicle and asset finance market
    (2022-02) Tshuma, Sbusiso Eugene
    This research undertook to address the lack of clarity on whether customer touch point digitalisation influences the formulation of CPV in the context of a VAF product and employed a conceptual framework based on the PERVAL scale. Customer touch-point digitalisation was hypothesised to have a significant positive influence on all three dimensions of CPV, namely functional (price), functional (quality) and emotional. The population studied was South African residents who were 18 years or older and had purchased a VAF product in the past, the total population size was approximated at 2,3 million. Convenience sampling was used and a final sample size of 281 was attained. A quantitative research methodology was adopted for this study. Data was collected by means of a self-administered online questionnaire and SmartPLS 3 and IBM SPSS Statistics 27 were used for analysis. The study found that customer touch-point digitalisation has a significant positive influence on all the dimensions of CPV, this influence being the strongest on functional value (quality) and weakest on functional value (price). Moreover, the study found that age and gender do not significantly moderate the relationship between customer touch-point digitalisation and CPV. This study found that the higher a VAF provider’s level of customer touch-point digitalisation the more favourably customers will perceive the VAF provider’s value propositions. Some recommendations emanating from this study are that VAF providers should aim to increase their level of customer touch-point digitalisation to gain a competitive advantage, they should also incorporate customer touch-point digitalisation into how they prioritise initiatives for investment. VAF providers with high levels of customer touch-point digitalisation should incorporate this into their integrated marketing communication plans and messaging to customers. VAF customers should take a VAF provider’s level of customer touch-point digitalisation into account when deciding on which VAF provider to use.
  • Item
    The use of digital marketing for sales growth in women-owned small, medium and micro-enterprises in South Africa
    (2022-03) Mthethwa, Pumza
    Women are an important part of the entrepreneurial economy. In the 4th industrial revolution, incorporating the latest available tools was an important part of growth and business sustainability. The purpose of this study is to understand the digital marketing usage by women-owned SMMEs in South Africa. The research method utilised was interviews using a convenience sample from 15 participants. The participants were drawn from women-owned businesses and comprised of business owners and employees responsible for marketing within the organisation. The findings show that women-owned SMMEs are aware of and do use some of the available digital platforms. However, their knowledge of how to fully leverage these platforms and take advantage of them is limited. The study highlighted that there are challenges faced by the WO businesses in leveraging digital marketing in their businesses this can be attributed to a deeply entrenched inequality in society or from the fact that women entrepreneurs start off from a worse of position versus men. Interestingly the digital world reflects what happens in the real world. Recommendations include an establishment of a woman representation body that will represent women-owned SMMEs in the public and private sectors, training that will provide easy to implement measures and quantifiable outcomes for SMMEs to use in their strategies or in cases of outsourcing digital marketing implementation to a third party