Electronic Theses and Dissertations (Masters/MBA)
Permanent URI for this collectionhttps://hdl.handle.net/10539/37942
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Item Customer retention strategies for the prepaid mobile telecommunications sector in South Africa(University of the Witwatersrand, Johannesburg, 2010) Flynn, Teresa; Peters, MarkThis study will propose ways in which companies can focus retention strategies in the local prepaid mobile telecommunications sector. Currently there is little academic literature on this topic, even though in-house marketing research has been done by the operators. The purpose of this research is to investigate the customer retention strategies in the prepaid mobile telecommunications sector in South Africa. This will be done by triangulation of what consumers believe is important in their retention, what the organisations deem as paramount, and what retention experts state are the motivators of retention. Data was collected using both a survey questionnaire for consumers, and through face to face interviews with marketing management at mobile telecommunications operators, as well as independent expert consultants on the topic of customer retention. The findings from this study were that the consumers want to keep the same cell phone number as it is part of their identity. The customer looks at the total offering when considering pricing, and not just certain costs, and prefers a prepaid model as spending is controlled in this manner. Both consumers and management agree that rewards and loyalty programs are seen as a value add, especially where they offer instant gratification. A reliable product is necessary for a consumer to stay with the company, as is accessibility to support and other products. Management realises that the total customer experience across all touch points is a retention enabler, with one really bad experience being enough cause for a customer to churn. The consumer survey indicated that customer service is a driver that all market players need to improve on. An organisation's brand allows a consumer to identify with the firm, and is more a pull factor than a push factor, unless it is perceived as dishonest or unethical. The only time a consumer's demographics came into play regarding customer behaviour was age making a difference was when using a cell phone to access the internet -older age brackets use it sparingly if at all. Although other value added services such as SMS and MMS are used across the board. Companies model consumer behaviour, and base it on data from previous churners to identify possible churners. Of these, only profitable churners are then recognised for retention campaigns. Retention campaigns are measured for success. The prepaid market makes up 80% of the mobile telecommunications market in South Africa, and the revenue they contribute is approximately 35% of the total. Therefore this customer base should not be neglected or ignored. Due to the demographics of emerging markets, prepaid offerings are the way of the future. The research paper finishes with several recommendations on how to enrich customer retention strategies for the prepaid mobile communication market.Item External Factors Influencing the Sustainability of Social Entrepreneurial Ventures in South Africa(University of the Witwatersrand, Johannesburg, 2020) Govender, Ramona; Murimbika, McEdwardSocial entrepreneurship is increasingly seen as a solution in addressing some of the social ills in the world. However, in order for the social enterprises to be more effective there is a need for them to be sustainable, particularly in terms of financial sustainability. Social enterprises that are financially sustainable are usually better able to create social value. The study sought to investigate the contributing factors towards social enterprise (SE) venture sustainability in South Africa using Cape Town as a case study. In doing so, quantitative research was conducted, with data being collected from the sampled social enterprises using an online survey. In this research it was found that, while government assistance was important, it was not significant in determining a social enterprise’s performance. The research also found that high social innovation improves a social enterprise’s access to philanthropic venture capital. In this regard, high social innovation was also seen to have a positive effect on social enterprise performance. The research thus concludes that social innovation is an important contributor to the sustainability of a social enterprise. The study offers updated information and adds to the theory on social enterprises in South Africa which is useful to prospective social entrepreneurs seeking to structure such organizations. In addition to this, the new knowledge and new insights will help government and civil society policy makers to formulate policies that can encourage social entrepreneurship in the country, especially with regards to funding. The study also offers useful insights on social innovation and emphasises its importance within the social enterprise context.Item The Political Economy of Energy Regulation in the Coal Mining Industry of Emalahleni(University of the Witwatersrand, Johannesburg, 2023-06) Selebi, Elton Jimmy; Matshabaphala, ManamelaThis study explores the perspectives on the political economy of energy regulation in the coal mining industry of Emalahleni. It seeks to discuss whether there are adequate steps within the political and economic sphere that regulates the efficient supply of electricity. The goals of this study are to ascertain the extent of regulation and policy formulation in the coal mining business in Emalahleni, South Africa; examine the reasons for decision-makers’ inaction in promoting a sustainable energy transition in Emalahleni, South Africa, and to identify political channels and platforms that can garner public and/or political support to speed the region's transition to sustainable energy. This research draws upon theoretical discussions centred on the following: The Agency Theory, Classical Political Economy, Keynesian Economics, and the Political Theory of Governance. Informed by an interpretivist paradigm, the qualitative research approach will be employed to explore the political economy of energy regulation within the study area. A non-probability sampling approach through the use of judgemental sampling was used to select the research participants, and the research method utilised interviews through the distribution of a questionnaire. A sample size of 20 comprised individuals from mining organisations in Emalahleni, Department of Mineral Resources and Energy Officials, CGS, Petroleum Agency SA, COSATU, and the Department of Trade Industry and Competition. The study noted that the political system has an impact on the energy and coal regulation markets at Emalahleni. It is recommended that an efficient energy resource policy and local governance are required to address the challenges of increased energy demand and pollution in South Africa.Item Enablers and barriers to effective strategy implementation in a South African financial institution(University of the Witwatersrand, Johannesburg, 2023) Zikalala, ZaneleStrategy implementation forms part of the broader concept and critical aspect of strategic management which is practiced across many organisations in South Africa. However, it has been found through the abundance of literature that most organisations put more emphasis, focus on strategy formulation, and neglect strategy implementation. The number of existing strategy formulation frameworks supports this view, while scholars have not reached a consensus on the most effective frameworks for strategy implementation. Based on the high failure rate on strategy implementation, ranging between 60% and 90%, this exploratory study will seek to understand factors impacting effective strategy implementation in a South African context for a financial institution. Qualitative research was undertaken to further explore this study, wherein data was collected through an electronic survey from employees within the financial institution who specifically work in the Strategy Enablement Office. The data analysis yielded findings that identified five key factors impacting strategy implementation: leadership and culture, strategy implementation, employee understanding, regular feedback, and organisational performance. Out of these factors, the findings indicated that regular feedback and employee understanding were considered significantly important to strategy implementation. Leadership and culture and organisational performance had a positive impact but were not significant, according to the data collected for a specific financial institution. The study confirmed the importance of strategy implementation and the key factors that lie under it; however, the study also revealed that the organisation will need to put more effort into senior leadership involvement and provide regular feedback to employees during strategy implementation. Therefore, some recommendations put forward are to ensure senior leadership’s greater involvement during strategy implementation and to be provided with training interventions in this regard to mitigate the risk of nonchalant behaviour by senior management during the implementation phase. The study contributes to helping teams working in strategy enablement across the organisation, to gain insights on which factors to focus on and which ones are potential blind spots during strategy implementation to improve organisational performance.Item Expanding and Enhancing Medical Testing Laboratories in rural areas of South Africa(University of the Witwatersrand, Johannesburg, 2024) Tshavhungwe, Tshifhiwa; Murimbika, McEdwardThis venture aims to establish medical laboratories in underserved rural areas of Vhembe district in Limpopo, South Africa in order to address the critical need for enhanced healthcare services in rural areas of South Africa. With a population of 1,653,077, Vhembe has about eight private labs in semi-urban areas, along with public hospital laboratories. The venture proposal is driven by the recognition of significant challenges faced by rural communities, including limited access to diagnostic testing facilities and prolonged turnaround times for test results. Limited access to laboratories impacts healthcare outcomes significantly (CDC, 2018). Healthcare laboratories aim to address this gap by providing advanced diagnostic services. The proximity of our labs to rural communities improves Turnaround Time (TAT) significantly, a crucial performance indicator for laboratories (Cassim et al., 2020). Local laboratories minimise reliance on external facilities, reducing transportation costs and logistical challenges as well as the need for sample referral which in turn improves TAT. This improves healthcare accessibility and streamlines diagnostic services (Coetzee et al., 2022)Item Utilisation of liquefied natural gas as energy by heavy-duty vehicles in South Africa(University of the Witwatersrand, Johannesburg, 2024) Tlalang, KgosietsileThe transport sector in South Africa significantly contributes to greenhouse gas emissions, with over fourteen percent of the total emissions attributed to it. The reliance on fossil fuels, particularly diesel, for vehicular road transportation exacerbates this issue. High operating costs per kilometre of diesel negatively affect the sustainability of heavy-duty vehicle operations. To address these challenges, a conceptual framework was employed to investigate various factors influencing the decision-making process to adopt LNG as an alternative fuel. Qualitative research methods were utilised to gain insights into the owners’ environmental awareness, economic considerations, and long-term sustainability goals regarding LNG adoption. The findings reveal a growing interest among heavy-duty vehicle operators in transitioning to LNG because of its environmental benefits, cost efficiency, and long-term sustainability prospects. Key stakeholders such as vehicle manufacturers, fuel providers, and logistics services are actively exploring LNG solutions to enhance fuel diversity, reduce emissions, and achieve cost efficiencies. Volvo Southern Africa, a major heavy-duty vehicle manufacturer, is leading efforts to provide environmentally friendly solutions to the industry. Similarly, some logistics services providers are undertaking pilot programmes to explore alternative energy technologies as part of their commitment to environmental sustainability. The research underscores the potential of LNG to transform the heavy-duty vehicle sector by offering a cleaner, more sustainable fuel alternative. Analysis of the estimated payback period and net present value demonstrates the economic viability of LNG heavy-duty vehicles compared to diesel counterparts. However, to realise the full potential of LNG adoption in South Africa, investment in infrastructure for importation and distribution is crucial. Additionally, concerns about potential government levies and taxes on LNG need to be addressed to encourage its utilisationItem The relationship between leadership style within an organisation and employee turnover within the South African banking industry(University of the Witwatersrand, Johannesburg, 2024) Thusago, KegaugetsweThe research study was performed to determine what the relationship is between the authoritative and servant leadership style and employee turnover and what other factors influence employee turnover within organisations. Similar studies have been conducted on the topic which focused on the relationship between transactional, transformational and Laisse fair leadership style and their connection to employee turnover, however minimal studies have been conducted to understand the relationship between the authoritative and servant leadership style and employee turnover. Furthermore, most studies were performed prior to the COVID-19 pandemic and the introduction of the 4th industrial revolution which brought considerable amount of change to the way of work and the type of leadership styles employee would prefer. A qualitative research approach was selected, and a semi structured interview was be used to collect data from participants. A thematic analysis approach was used to analyse the data. The Hertzberg theory of motivation was selected to provide structure in the formulation of ideas about the topic and guidance on the study. Research findings suggest that there is a positive relationship between the authoritative leadership style and employee turnover as the leadership style results in low employee morale and counterproductive behaviour such as stress and frustration within employees whereas there is a negative relationship between the servant leadership style and employee turnover as the leadership style tends to have a positive impact on employees ,encourages iii inclusion in decision making and the growth and development of the employee. The findings further revealed that factors such as employee recognition and remuneration and a toxic work environment are other factors that would result in employee turnover within an organisation.Item Feasibility of Operating Rickshaws in Maseru, Lesotho(University of the Witwatersrand, Johannesburg, 2024) Tefo, Tumane; Horne, ReneeRickshaws continue to flood several countries as a preferred mode of first mile and last mile transportation options, such as India, Kenya, and Nigeria. In Maseru, Lesotho, rickshaws remain a novel mode of transportation. This study aims to assess market demand for rickshaws as a mode of transportation in Maseru Lesotho, with a focus on the socio demographic profiles, travel patterns and current preferred modes of transportation of commuters. The study used a survey to collected primary data from a sample of 123 respondents, through random and purposive sampling techniques within the main Kingsway and pioneer roads in Maseru. Using quantitative data analysis techniques such as cross tabulations, chi-square tests and logistic regression, relationships between the variables such as demographics, travel patterns and current modes of transportation were uncovered and assessed if they could inform a latent need for rickshaws. The study revealed that a majority of the commuters within town are males (55%), and the travel pattern of most commuters is daily (84%), who travel mostly for work purposes but also to visit shopping malls and recreational activities. Through testing various hypothesis, the study showed a high correlation between age and consideration of other alternatives. Satisfaction rates among 4+1 users turned out very low, suggesting a potential latent demand for alternatives such as rickshaws. Through logistic regression tests on pricing and convenience, both variables did not show strong statistical significance, however their combined effect significantly influences transportation choices (p=0.010). The findings substantiate the presence of latent demand for a cheaper and convenient mode of transport in Maseru, suggesting that operating rickshaws could meet this demand in the city. This research contributes to bridging research gaps concerning operation of rickshaws within the unique context of Maseru. By presenting the demographics, travel patterns and commuters’ preferences, the study yields valuable insights, laying the groundwork for informed decision-making regarding the potential establishment of a rickshaw transportation system in Maseru. This research contributes to bridging existing research gaps concerning the relevance and sustainability of operating rickshaws in the unique context of Maseru, Lesotho.Item Organisational Development Strategies to Mitigate Strike Action in Mining Companies in South Africa(University of the Witwatersrand, Johannesburg, 2024) Tanyanyiwa, Olivia Tashinga; Matshabaphala, Manamela; Nixon, OcharaThis study delves into the challenges faced by the mining sector in South Africa due to frequent strike actions and explores various organizational development strategies that can be implemented to mitigate these occurrences. The research highlights the significance of effective communication, employee engagement, conflict resolution mechanisms, and leadership development in fostering a positive work environment and reducing the likelihood of strikes. By drawing on relevant literature, case studies, and expert opinions, the study aims to provide valuable insights for mining companies operating in South Africa to proactively address labor disputes and promote sustainable industrial relations. Through the implementation of strategic organizational development initiatives, mining companies can create a culture of trust, collaboration, and mutual respect among employees and management, ultimately leading to improved productivity and stability within the sector.Item Fintech Application for Unbanked Minimum Wage Earners in South Africa(University of the Witwatersrand, Johannesburg, 2024) Swart, Wynand Petrus Hendrik Nicolaas; Mogotsi, KeratiloeWith the high unemployment rate in South Africa, the greatest proportion of the salary earning population earns minimum wages. This is especially true within the farming and agriculture community, as the agriculture sector constitutes one of the largest contributors to the South African GDP as one of the main employers in the country. The farming sector is required to adhere to the minimum wage regulation determined by the South African government, where farm workers struggle to survive on the income that they receive, which many in this precarious financial circumstance opt to receive in cash. This business venture proposal sought to identify a solution in the form of a mobile fintech application specifically designed for minimum wage earners to use instead of a traditional banking account. The objective of venture is to help minimum wage earners to opt for a cashless method to receive their wages, enabling them to manage their finances without incurring banking fees that diminish the already limited amount on which they survive. The cost of the application is designed to be borne by their employers, the workers themselves, among others, making the product affordable and attractive, and ensuring a heterogenous revenue stream for the owner of the platform. A qualitative research methodology was used to explore the venture to identify areas of interest, as well as factors affecting the viability of such a business venture. Twenty-five interviews and questionnaires were completed through in-depth interviews with farm workers and owners. The findings have shown that there is a definite need for cheaper banking systems in this economic climate. The findings also suggested that what the product was initially intended to do would need to change to suite customer needs better, however, the pivot point created as part of a lean start- up strategy followed by the business team allowed for moving in different directions to create a successful venture. This business venture proposal can benefit from some further research in the areas of technological adoption and implementation.