1,720,973 research outputs found
Promoting a technologically driven tourism industry post-COVID-19 : a case study of hotels in Durban, South Africa
Get PDFSubmitted in fulfilment of the requirements for a Master of Management Sciences Specializing in Hospitality and Tourism Management at the Durban University of Technology, Durban, South Africa, 2023.The outbreak of the coronavirus disease (COVID-19) in 2019 resulted in governments from
around the world being proactive by responding with extreme measures that had significant
impacts on economies from travel bans to some hotels closing down temporarily and others
indefinitely. Quarantine and partial-to-full lockdowns were enforced to contain the spread of
the virus. As a result of this, the tourism industry suffered the most. The South African tourism
industry was not spared from such impacts. The aim of the study is to promote a technologically
driven tourism industry post-COVID-19 in South Africa. Hotels are now adopting
technological solutions to provide guests with contactless hotel services and reassure them of
their health and safety. There is an increase in the adoption of robotics and AI, self-service
kiosks, remote check-out and facial recognition check-in systems, all these technological
innovations are being implemented to minimize the spread and risk of COVID-19 infections
by eliminating physical human-to-human contact. The spatial setting of this research study was
the City of Durban, KwaZulu-Natal (KZN). The study integrated two different sampling
techniques underpinned by probability sampling method, namely: simple random sampling and
nonprobability sampling method, namely: purposive sampling technique. The study’s target
population for hotel guests, was N=2 000 000 (forecasted visitors), thus a sample size of n=384
was determined to be appropriate. However, a sample size of 422 was achieved. The
respondents were categorized into two different groups namely hotel guests (travelers) and 11
General Hotel Managers. A convergent parallel mixed method was adopted for this study. Data
was collected through online survey questionnaires and structured interviews and was analyzed
using SPSS (Statistical Package for Social Sciences) version 27.0 and NVivo software.
The primary results revealed that younger respondents had a positive attitude towards the use
of service automation technologies (SATs) in hotels when compared to the older travelers’
counterparts. There were concerns about privacy and security issues, the use of SATs by hotel
guests and job losses as a result of the adoption of SATs by general hotel managers. The
respondents had a high preference for human employees in hotels for interactivity purposes but
also had a high preference for SATs for safety and health purposes where the risk of COVID 19 was involved. Hotels in the city of Durban faced SAT adoption barriers which included a
lack of government support and inadequate IT skills and infrastructure. Hotels in the city of Durban along with the city’s tourism industry continue to lag behind in terms of technology
adoption. A Conceptual Framework was developed, which was underpinned by the
aforementioned findings, and they are expected to be useful tools in assisting General Hotel
Managers in the city of Durban in successfully adopting SATs so that their benefits can be fully
exploited and restore the trust of hotel guests and travelers and reassure them of their health
and safety when consuming tourism and hotel services amid and post-COVID-19 pandemic.
Challenges experienced by employees living with disabilities at a selected cluster in the eThekwini municipality
Get PDFSubmitted in fulfilment of the requirements of the degree of Master of Business Administration, Durban University of Technology, Durban, South Africa, 2024.The purpose of this study was to explore the challenges faced by employees with disabilities in
a selected cluster of the eThekwini Municipality. The main objectives were to examine the factors
hindering career progression for employees with disabilities; evaluate the municipal employment
policy to identify obstacles to its implementation; analyse employees’ perceptions of the
challenges they face; and provide recommendations for enhancing employment opportunities
for persons with disabilities within the municipality.
A qualitative case study design was adopted, using semi-structured interviews as the primary
data collection method. Convenience sampling was applied to select participants who were
readily available and willing to participate. Findings revealed that managing employees with
disabilities presents significant challenges. Participants reported insufficient support from human
resources, management, and colleagues, leading to feelings of marginalisation, unrealistic
performance expectations, biased evaluations, and assumptions about their work capabilities.
Career advancement was often hindered due to both the nature of their disabilities and
perceptions of reduced performance. The study also found that the eThekwini Municipality lacks
an effective employment policy to address these issues. Communication barriers, including the
need for sign-language interpreters and accessible written materials, further complicated
workplace inclusion.
Challenges faced by women in leadership positions : a case study on selected government departments in KwaZulu-Natal, South Africa
No full textSubmitted in fulfilment of the requirements for the degree Master of Management Sciences (Business Administration), Durban University of Technology, Durban, South Africa, 2024.Women in the workplace are hindered by a patriarchal system that has been
transferred from domestic society to the working environment. This patriarchal system
has not yet accepted leadership by women, consequently there is a diminished
percentage of women in executive positions. Therefore, fundamental attitudinal
transformation is required in the workplace to dislodge the patriarchal system that
currently prevails. The government has already created the required legislative
framework of rules and regulations. This framework now needs to be implemented in
a practical, visible and tangible manner.
The aim of this study is to examine the challenges encountered by women in
leadership positions within selected government departments in Kwazulu-Natal (KZN),
South Africa. To minimize the challenges faced by women leaders the policies of the
government must be firmly, and consistently, applied in the workplace environment.
This will result in fair and equitable treatment for all, thus levelling the playing fields for
women.
The research employed a qualitative research approach for the study. The research
design allowed the respondents of the study to furnish in-depth, and fact-based,
experiences. Questions were posed to individual respondents regarding the
challenges faced by women in leadership positions within the selected government
departments. The data was analysed to extract specific findings. Data analysis was
done by means of thematic analysis methods. Themes and sub-themes emerging from
the study were classified to understand the data.
The research found that, despite the government’s legislative interventions to address
inequality, and other challenges encountered by women leadership, there is still
evidence of discriminatory practices being visited upon women in the workplace.
Based upon the conclusions and findings that emerged from the research, the study
made recommendations to address the challenges that were identified as impediments
facing women holding leadership positions within selected government departments in
KZN, South Africa.
Evaluating the implementation of supply chain management and procurement processes in the Department of Transport, province of KwaZulu-Natal
No full textSubmitted in fulfilment of the requirements for the degree Master Of Management Sciences (Public Administration) specialisation in Supply Chain Management), Durban University of Technology, Durban, South Africa, 2024.Supply chain management has become a fundamental aspect of public-sector
organisations, serving as a mechanism for policy implementation. Its goal is to
minimise the complexities of public service delivery by providing a systematic process
involving the coordination of activities in terms of inputs, processes and outputs by all
the relevant parties. Over the years, observations have highlighted challenges within
the supply chain management systems of government institutions. Amongst the many
challenges to the implementation of supply chain management (SCM) processes in
South Africa are mismanagement of resources, a weak governance system and the
inability of the government to create fair, equitable, transparent, efficient and cost-
effective SCM systems and processes. The Department of Transport in KwaZulu-Natal
(KZN) serves as a case study illustrating ineffective supply chain management
processes and the complex systems that hinder effective service delivery. This has
been evident in many cases, including the consistent qualified audit reports the
Department of Transport (DoT) received during the 2017–2018 financial year up to the
2021–2022 financial year. Moreover, it seems to indicate that the SCM space is a
sensitive and vulnerable one.
This research study aims to investigate the challenges that inhibit the effective
implementation of the SCM processes to enable the builders of the nation to find a
space to advance the socio-economic development interests of the nation and improve
the quality of service delivery. The study adopted a qualitative research approach to
solicit detailed information on the challenges of ineffective supply chain processes. It
further targets employees within the DoT, head office and regional offices as the study
population. The researcher utilised the purposive sampling method to select a total of
12 supply chain employees within DoT. Subsequently, semi-structured interviews
were conducted with the chosen sample, allowing for a comprehensive exploration of
their perspectives and experiences related to the study's objectives. In this study, a
brief theoretical perspective on SCM is provided. It is followed by an analysis of the
auditor general’s reports from the 2017/18 to 2021/22 fiscal years and the SCM policy
and processes of the KwaZulu-Natal Department of Transport to identify the
challenges and propose sustainable solutions. The study further interrogated the legislative mandate while linking it with the auditor general’s findings to determine the
extent of the transgressions by the department. In order to support the research
findings, the study will employ qualitative data collection.
The study findings indicate that the implementation of proper SCM practices face
challenges within the KZN-DoT. These challenges have made it difficult for the
department to function effectively in terms of SCM, hence the issues that have been
presented in the study, such as compliance with the current legislation, lack of
professionalism and delays in service delivery.
Consumer rights awareness among residents from low socio-economic areas in Durban, KwaZulu-Natal
No full textSubmitted in fulfillment of the requirements for the degree of Master of Business Administration, Durban University of Technology, Durban, South Africa, 2025.The research examined consumer rights awareness among residents off low socio-economic
areas in Durban, KwaZulu-Natal. The budgets allocated to research on consumer protection
in South Africa remain low compared to the sizes of the industries. There is a lack of technical
knowledge within consumer protection authorities about the industries they oversee.
Bureaucracy within these bodies often hinders the enforcement of consumer laws, and
political interference can render these laws ineffective. Additionally, large businesses in South
Africa frequently have the financial power to lobby against consumer protection efforts.
Therefore, it is essential to understand legislative consumerism in South Africa, using Durban,
KwaZulu-Natal consumers as a case study. This will help to understand the awareness of
rights among consumers from lower socio-economic areas. This study aims to investigate
consumer rights awareness among residents from low socio-economic areas in Durban,
KwaZulu-Natal. The phenomenological research paradigm was used in this study to explore
and understand the lived experiences of consumers in low socio-economic status areas
regarding their awareness and exercise of consumer rights. To meet this study's objectives,
a qualitative research method was employed. This was deemed necessary as it provides
more detailed personal data or opinions that can be obtained by observing participants or
talking to them in person. A non-probability purposive sampling strategy enabled the
researcher to select 20 people from a low socio-economic area in Durban, KwaZulu-Natal,
for this study's purpose. The qualitative method used in this study required thematic analysis
to evaluate the data. Open-ended questions of a similar nature were grouped together to form
themes that describe consumer behaviour towards consumerism and rights in South Africa.
The study found that while some residents have a basic understanding of consumer rights,
the majority remain unaware, highlighting the need for comprehensive education and
awareness campaigns to empower consumers in asserting their rights effectively. The study
highlights the need for a more comprehensive education and awareness campaign to
empower consumers to assert their rights more effectively. The study further found that
although there is a basic understanding of consumer rights by some residents in low socioeconomic communities however, the majority are still not aware of their rights as consumers.
Consumer rights awareness in low socio-economic communities can only be increased by
applying a comprehensive and multifaceted strategy. By implementing strategies that include
education, technology integration, community involvement, and collaboration among
stakeholders. This will enable consumers to assert their rights effectively and contribute to the socio-economic development of their communities.
An exploration of hotel employees' work conditions and their effect on service delivery : Durban, KwaZulu-Natal
No full textSubmitted in fulfillment of the requirements of the degree of Master of Management Sciences in Hospitality, Durban University of Technology, Durban, South Africa, 2021.The hotel industry is a service-oriented business; hence it is every hotel’s mission to
receive guests consistently in order to be profitable. One of the factors that sets one
hotel apart from another in this endeavour is the ability to recruit employees who are
not only capable, but who give their all to enhance the customer experience. One of
the objectives of the 2011 National Tourism Sector Strategy (NTSS) is to provide
decent work and to develop employees working within the Tourism sector (Tourism
2011: 10). Despite this objective, there are perceptions that the hospitality industry
does not provide a decent work environment and work conditions. This factor directly
affects the job satisfaction of employees (Abuhashesh, Al-Dmour and Masa'deh 2019:
2). For this reason, this study aimed to establish through an empirical study the
correlation between an employee’s level of job satisfaction and their working
conditions in the hotel and leisure industry in Durban, KwaZulu-Natal. The study also
sought to examine and identify, through a literature review and empirical study, the
factors that affect job satisfaction (motivators and de-motivators) and the effect thereof
on service delivery in the hotel and leisure industry. The literature review included
literature and theories from within South Africa, as well as internationally, that are
significant to working conditions and service delivery by hotel employees.
A mixed method approach (a quantitative Minnesota Satisfaction Questionnaire
(MSQ) and a qualitative semi-structured interview) was used in this study to ascertain
the levels of job satisfaction of hotel employees and the factors contributing to this
statement. This study only focused on the departments where employees have direct
contact with guests (Rooms Division, Food and Beverage, as well as the
Housekeeping department). The quantitative data was analysed using SPSS version
26.0, a statistical software package and the qualitative data was analysed using the
thematic analysis.
The findings revealed a strong correlation between the employee’s level of job
satisfaction and their working conditions. Findings further affirmed factors that affect
job satisfaction as being hotel working conditions; relationship with colleagues; access
to resources; job security; recognition; and salary/compensation. However, the results
ascertained the levels of job satisfaction as not being a contributing factor towards work performance in the hotel. The study also includes a conceptual framework which
could assist supervisors, managers and decision-makers, hotel officials and other
stakeholders within the tourism and hospitality industry on strategies that may be
explored to mitigate and prevent conditions that could lead to employee dissatisfaction
in the hotel work environment
Corporate social responsibility and corporate governance : implementation and challenges for companies listed on the Johannesburg securities exchange
No full textSubmitted in fulfillment of the requirements for the Doctor of Philosophy in Management Sciences Specialising in Business Law, Durban University Of Technology, Durban, South Africa, 2018.This study presents an investigation into the relationship between corporate governance (CG) and corporate social responsibility (CSR). The study also aimed at investigating the legal challenges of compliance with CG and CSR legislation posed to listed companies in South Africa in CSR implementation. To achieve these objectives of the study, questionnaires were administered to the top 100 companies listed on the JSE. Structured interviews were also conducted with selected personnel from these companies.
The study reviewed literature and theories within South Africa and internationally that were significant to CG and CSR. The study examined the CG and CSR legislation, codes and regulations in South Africa and highlighted the challenges associated with compliance with such legislation. The study further investigated the implications of the challenges encountered by listed companies in implementing CSR and CG, and consequently the impact this has on the socio-economic development of communities within the company’s operational environment.
The study therefore sought to investigate the measures that South African listed companies were exploring to mitigate the challenges relating to CSR implementation in view of the fact that they are mandated in terms of legislation to comply with all regulatory provisions relating to CG and CSR. From the findings of this study, a Synergy, Inclusiveness and Socio-economic Development (SIS) conceptual model was produced. This model aimed to assist and guide CSR managers, directors and other officials in addressing the challenges of legal compliance, as well as to act as a guide in implementing strategic CSR that will positively impact on the socio- economic development of communities as well as the companies triple bottom line.
Findings from the study revealed that the synergy between CG and CSR, top management involvement in CSR, stakeholder’s inclusiveness, as well as integrated reporting of company non-financial performance, are factors that stimulate CSR implementation in South Africa. The findings also revealed that legal compliance, although challenging, plays a crucial role in supporting CSR activities and corporate behaviour amongst South African listed companies. Based on these findings, the study developed a conceptual graphical representation to assist and guide CSR managers, company directors and other officials on strategies that may be applied to overcome challenges associated with legal compliance with CG and CSR legislation.
Public perceptions regarding the management and corporate governance of State-Owned Companies (SOCS) in South Africa
No full textSubmitted in fulfilment of the requirements of the degree of Doctor of Philosophy in Management Sciences specialising in
Business Law at the Durban University of Technology, Durban, South Africa, 2025.State-owned companies (SOCs) play a crucial role in the economy of South Africa,
serving as strategic assets and instruments of public policy. Statistics reflected that
in 2023 South Africa had over 700 state-owned companies, which contributed
approximately 17% to the country's GDP. These SOCs operated across a wide
range of sectors, including utilities, transportation, finance, and strategic industries.
However, many of these SOCs have been plagued by governance issues, financial
mismanagement, and poor service delivery, leading to a growing public mistrust and
negative perceptions.
The aim of this study was to investigate the public perception of corporate
governance practices in state-owned companies and the role they play in
contributing to socio- economic development in eThekwini Metropolitan area,
KwaZulu-Natal, South Africa. By drawing on existing literature and analysing the
current state of corporate governance in SOCs, the study sought to identify the key
challenges and proposed a conceptual framework for enhancing governance
practices and improving public trust. Furthermore, several theories have been
proposed to understand the dynamics of corporate governance in SOCs, including
the Agency theory, the System theory, the New Public Management theory and
Stakeholder theory.
This study employed a mixed-methods approach, combining qualitative and
quantitative data collection and analysis. The qualitative component involved in-
depth interviews with key stakeholders, including 15 academics and experts in
corporate governance. The interviews aimed to gather insights on the current state
of corporate governance in SOCs, the key challenges, and potential solutions to
enhance public perception and trust. The quantitative component involved a survey
of the general public within the eThekwini municipal area to assess their perceptions
of the corporate governance practices, service delivery, and overall performance of
state-owned companies. The population of the study consisted of 400 respondents.
The data collected from the interviews and survey were analysed using appropriate
qualitative and quantitative techniques, including thematic analysis, descriptive and
inferential statistics, and regression analysis. The qualitative findings corroborated the quantitative survey results, which revealed
that a significant proportion of the public were dissatisfied with the overall
performance and service delivery of state-owned companies. This was done
through convergence analysis of the qualitative and quantitative data. This study
has contributed to the existing literature on corporate governance in state-owned
enterprises, particularly in the context of developing economies like South Africa.
The proposed strategic corporate governance framework provides a
comprehensive approach to enhance transparency, accountability, and efficiency in
the management of state-owned companies, ultimately improving public perception
and trust.
An overview of the B-BBEE Act and its impact on black entrepreneurs in South Africa
Get PDFThe South African government has introduced many policies that are aimed at addressing the imbalances of the past. The apartheid government policy was declared as a crime against humanity by the World Health Organization and various democratic institutions around the world. The current government had to balance the economy by giving more advantages to black people, black youth, people living with disabilities and women. The government was not prepared enough to transform the economy because policies did not represent the majority of blacks in South Africa. The B-BBEE policy has failed to deliver the economy to the majority of black people in South Africa. Only a few individuals and elite have benefitted from the system, whilst the majority of blacks are still living under the same economic conditions that they were subjected to during apartheid. The objectives of this study are primarily to present an overview of how B-BBEE has failed to transform the economy and failed to reverse the economic injustices of the apartheid regime. People who are benefitting are not entrepreneurs but tenderpreneurs who are in the business of exploiting resources for their own wealth, with no interest in economically equipping the majority of blacks. Tenderpreneurs are worse than the apartheid government that employed people who are performing the same services for the government on behalf of tenderpreneurs. Employees of tenderpreneurs are underpaid and work under unfavorable conditions. Additionally, this study presents black representability in senior private and parastatal institutions. This study applied a desktop research methodology to unpack previous studies, conference papers, newspaper reports and parliamentary findings relevant to the investigation. This paper found that various economic experts have identified several loopholes in the B-BBEE policy and several policy reviews have been conducted with no success
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