Business Management

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Adoption of benchmarking by Kenyan and South African electricity sectors and its impact on small, micro and medium enterprises (SMMEs)
(2012) Wabuyabo, Okonga Brigitte Mukabana; Contogiannis, E.; Kaseeram, I.
The current study aimed at establishing the impact of the adoption of benchmarking strategy in the Kenyan and South African electricity sectors, first on KPLC and Eskom and second, on the Small, Micro and Medium Enterprises (SMMEs) of the two countries. It focused on critically analysing the positive and negative factors that may have influenced the adoption of this strategy by KPLC and Eskom. The second objective was to gain a comparative understanding of the nature of the overall relationship between the outputs of these electricity sectors and those of the businesses which rely on electricity, represented by the manufacturing sectors of Kenya and South Africa, respectively. In addition it aimed to establish if there were other adoptions of benchmarking strategy used by global electricity sectors that could be adopted by KPLC and Eskom to enhance positive impact. The research was motivated by the various electricity consumers’ complaints against KPLC and Eskom. Both sectors, like many others in developing economies, have faced consumer complaints in relation to high and frequent increases in electricity tariffs and prolonged and sometimes, unplanned power outages. This could have negatively affected the economies of these countries in general and the economic well-being of the SMMEs in particular. The recurrence of the blackouts which the researcher assumed to represent the level of efficiency of power supply was used to indicate the sectors’ service quality. Majority of the SMMEs interviewed indicated such problems as wastage of merchandises, loss of work-time, conflicts with clients and therefore, loss of business opportunities and generally resulting in inefficient business operation. The results from the manufacturing sector also indicated that losses were experienced as a result of the outages. For example, the study established that a 1% rise in kWh of electricity production resulted in a 48% rise in galvanised sheeting output, per month. Therefore, a 1% drop in the supply of electricity would therefore lead to a 48% drop in galvanized sheeting production per month. These losses were supported by earlier documented evidence. For example, Eberhard et al., (2008: 4) argue that rampant power outages result in extensive damage and losses with the informal sector experiencing as high as 16% loss in their income. However, it is worth pointing out that despite the consumer complaints, the presence of electricity was noted to have enhanced the efficiency and effectiveness with which the SMMEs and the manufacturing sectors ran their businesses. In fact, a majority of SMMEs interviewed indicated that it was difficult to start and or run a business without relying on electricity. The study recommended that the electricity sectors need to benchmark other countries that appear to have achieved higher rates of national electrification on global perspective. Such countries as Tunisia, Algeria, Egypt and Libya have achieved almost 100% national electrification level. However, as much as there were consumer complaints in Kenya and in South Africa, the latter had attained higher levels of national electrification as compared to the former. South Africa’s level of national electrification stands at 70% as of 2011 (Sub-Saharan Africa Power Outlook, 2011: 4). Kenya is said to have always battled with national electrification levels lower than those of sab-Saharan Africa which are the lowest in the world. For example, Abdullaha and Markandya, (2010) reveal that in 2000, these rates were 42% for Kenya and 51% for sub-Saharan Africa. This scenario points to the fact that in many ways, KPLC needs to benchmark Eskom in several ways. For example, Kenya’s tariffs are much higher than those of Eskom and this is occasioned by the fact that whereas as KPLC relies heavily on hydro-electric generation, Eskom relies more on nuclear and renewable source of electricity. This research also advocated for special tariffs for SMMEs considering their contribution to their countries’ economy. The SMMEs were noted to be efficient sources of employment and producers of some of the inputs required by larger companies. Therefore, this study recommended that the governments and their stakeholders like KPLC and Eskom needed to support SMMEs. In addition, this study suggested several other ways through which the sustainability of SMMEs can be guaranteed. Such initiatives as Public-Private-Partnership (PPP), Inter-enterprise Self-Help Programmes and incorporation of the education sector in support of growth and development of SMMEs were suggested. Similarly, this advocacy springs from the fact that the SMMEs operate a highly competitive environment, while KPLC and Eskom enjoy “natural” monopoly and also enjoy the benefits of economies of scale since they are large companies as opposed to SMMEs, which are small enterprises.
Black economic empowerment in Richards bay:challenges and lessons for small businesses
(University of Zululand, 2014) Dlamini, P.B; Contogiannis, E.; Van Heerden, C.J.
Since 1994 the South African government introduced legislation to provide new economic opportunities to all people in South Africa, particularly those who were previously disadvantaged. Black Economic Empowerment was introduced to substantially increase the number of Black people having ownership and control in enterprises and especially in the priority sectors identified by the government. Promotion of small businesses is a key element in the government’s strategy of addressing the imbalances of the past and to create employment and income generation. The purpose of the study is to find out about the Black Economic Empowerment (BEE) progress in the fertilizer value chain in Richards Bay, the challenges they are facing and the lessons they have learned. A major focus of the section on Black Economic Empowerment (BEE) was the codes governing qualifying small businesses in Richards Bay and to also find out what people think about Black Economic Empowerment (BEE). Based on the findings the study reveals that the majority of BEE has a positive impact on small businesses in Richards Bay. Most of small business owners or managers have a little bit of understanding about BEE. Practical recommendations were made to guide and support small business and encourage them to be registered and have the Black Economic Empowerment certificate, and comply at least with two of the seven elements.
A comparative investigation into the applicability of gain-sharing programmes for the improvement of productivity in the automotive sector of South Africa
(2009) Zondo, Robert Walter Dumisani; Nel, K.A.; Contogiannis, E.; Kaseeram, I.
Productivity has generated tremendous interest among economists. South Africa lacks both short and long-term growth in productivity. This includes commitment and participation in productivity initiatives at shop floor level and companies are faced with the challenge of promoting competition and innovation in productivity improvement amongst employees. South Africa’s labour productivity, in the manufacturing sector, is low when compared to Korea, the United States of America (USA), Taiwan, Japan, France and the United Kingdom (UK). It has increasingly been recognised, that by introducing a carefully crafted incentive scheme, it may be possible to induce South African workers to work both harder and smarter using existing technologies in new and better ways to enhance their productivity. Gain-sharing could be an appropriate method as has been the experience of industry in the USA and parts of Europe. The literature review defines gainsharing is a formula-based company-wide programme that provides for employees to share in the financial gains of a company as a result of its improved performance. It is a monetary reward that helps boosts a company’s productivity and radically reduces the cost of waste, spoilage, rejects, and rework. It can be used to replace bonus piecework schemes where quality is lost to quantity. The study focuses on gainsharing, given the low productivity level in the South African automotive parts-manufacturing industries. It is a comparative study and investigates the applicability of gainsharing programme for the improvement of productivity in this sector. Study objectives were achieved by examining the production and related experience of Company A and COMPANY B. These two automotive parts-manufacturing companies have adopted gainsharing strategy. The second objective of the study assessed whether gainsharing or other control variables are responsible for company productivity improvements. The research established that gainsharing improves productivity and reduces spoilage and absenteeism rates. Employees and management have gained confidence on gainsharing programme. Participants feel that de-layering, trade union participation, company age, ongoing training and equipment upgrade also play an important role in productivity improvement.
A comparative study of challenges faced by women in leadership: a case of Foskor and the Department of Labour in Mhlathuze Municipality
(University of Zululand, 2013) Maseko, Thembelihle Innocentia; Contogiannis, E.; Isike, C.
This study is a comparative investigation of challenges faced by women in leadership/management in the public and private sector, using Foskor and the Department of Labour in Mhlathuze Municipality as a case analysis. Literature was sourced to support the study from the following areas: gender equity in leadership positions, gender and leadership in South Africa, gender inequality in management: globally and in South Africa, affirmative action and discrimination within organization, gender differences in leadership, gender stereotype, challenges to women in leadership, inequity in education, recruitment, employment and advancement, government policies supporting and promoting status and welfare, black women in management facing dual challenges, mentoring, and key issues pertaining to women in management. The theoretical framework used for this research was the transformational leadership. A descriptive design grounded on qualitative approach of interviews was used to elicit data from respondents with a sample size of 30. The method of data analysis was the use of SPSS and content. Based on analysed data, the following findings were reached: from both sectors women are suffering from domestic constraints, psychological factors, pressure at work and home, while some men said that the place for women is the kitchen. Women are suffering from cultural factors as such finding it difficult to take orders from men. There are similar challenges faced by women in both sectors. The findings also indicate that women at Foskor are disproportionally represented, while in the Department of Labour they are proportionally represented. Foskor needs to follow the Employment Equity Act in terms of balancing gender in the working environment. From the foregoing findings, several recommendations were attained such as: that recruitment, selection and placement in organisation should avoid tokenistic patterns. When advertising for posts, organisations need to adhere to the Employment Equity Act. Organisations should restructure their framework to avoid favouritism.
Compliance with the consumer protection act in South Africa: a case study of retail companies in KwaZulu-Natal
(University of Zululand, 2013) Chirwa, Nathan Boston; Contogiannis, E.
Owners of businesses had different perspectives (particularly retailers) when the Consumer Protection Act was implemented. The majority of them thought that it will pose a threat or risk to many businesses while others thought that it would have a negative impact on the functioning and operation of their businesses. Similarly, others thought it would bring more challenges and few opportunities for ongoing businesses. To maximize full protection of consumers in the market, the Consumer Protect Act imposes heavy administrative fines on improper business conduct, which would put a burden on the businesses. This study seek to find out about the compliance measures taken by the Retail Companies regarding the Consumer Protection Act. Retailers are targeted by disgruntled buyers because they are closer to the consumers than suppliers. Retailers are also the last link in the supply chain of goods and have closer relationship with consumers, hence there is a need to take necessary measures that would reduce or eliminate compliance risks, and that would serve as compliance measures within and beyond retail companies. An exploratory study was conducted through survey instruments in which data was gathered just once in time. Probability stratified random and non-probability purposive sampling was used. A sample of 20 respondents (Managers and Supervisors) was drawn and self-administered questionnaires were given to each respondent. The research findings indicated clearly that the majority of the Retail Companies were complying with the Consumer Protect Act, and they have compliance measures in place. Major findings have revealed that, the old consumer policies (instruments) used in retail companies were outdated and were not functioning in the interest or benefit of the consumer. As a result, they had to implement new instruments that enhanced the functioning of the CPA. Above all, the findings have also shown that, the implementation of the CPA did not have a negative impact on the businesses.
Customer satisfaction amongst black customers in the fast food restaurant industry
(2011) Forjoe jnr, Paul; Contogiannis, E.; Williams, A.J.
The purpose of this study was to validate the five dimensions (tangibles, reliability, responsiveness, assurance, and empathy) of service quality contained in the DINESERV Instrument (Stevens, Knuston, and Patton, 1995), in a fast food restaurant and explore the differences in perceived service quality for customers. The study focused on black consumers as they are the majority race group in South Africa and also considered an important client group to many fast food enterprises. Chicken is the most popular fast food item in South Africa (Euromonitor International, 2005: 1, 6). With KFC being the dominant global player in fast food in South Africa, it was the restaurant of focus where information was collected from. A questionnaire containing the modified DINESERV instrument was distributed to staff and students of the University of Zululand. The questionnaire was provided in both English and Zulu. Cronbach Coefficient Alpha was used to test construct reliability of the DINESRV instrument. ANOVA was used to determine the difference of dimension scores in the five service dimensions. Correlation analysis was used to determine the relationship between customers‟ perceived service quality and characteristics such as gender, age, and education achieved. The results of the questionnaire revealed both the DINSERV instrument and service dimension to be reliable. Responsiveness was regarded the most important dimension of service quality with Assurance being the least. Empathy was shown to be the most important dimension of the dining experience. Black consumers in the Umhlathuzi Municipality believe that empathy is the dimension that fast food restaurants are least successful in achieving when compared to the other dimensions. Also it was found that black customers of the Umhlathuzi Municipality visit chicken restaurants because of the taste that chicken restaurants create, variety of menu and value for money. The author recommends that chicken fast food restaurants consider expanding their number of outlets as well as offering both grilled and fried chicken to increase service quality and choice. Programs can also be designed using elements in DINESERV to improve the empathy dimension in fast food restaurants. Further research must however be done to explore the reasons why fast food restaurants are less successful in achieving empathy and also why people choose restaurants.
The impact of the financial advisory and intermediary services act of 2002 on consumer awareness and financial service providers in South Africa
(University of Zululand, 2011) Ramchander, Manduth; Contogiannis, E.; Naidoo, D.A.
The financial services industry is characterized by product suppliers having more information than consumers regarding product features and services. The purpose of this study is to explore this information asymmetry with particular reference to the Insurance Industry. Financial advisors, acting as intermediaries, are charged with the task of resolving this asymmetry through mandatory disclosures demanded by regulation. In South Africa, the Financial Services Board (FSB) monitors, regulates and supervises the financial services industry through the Financial Advisory and Intermediary Services (FAIS) Act of 2002 (RSA, 2002) and The Code of Conduct (RSA, 2003) for Financial Advisors. This study distinguishes financial products from other products and highlights the need for disclosures regarding product features, fees charged and contractual limitations of financial advisors. The dissertation starts with a review of literature on asymmetric information, regulatory interventions and consumer literacy. The subsequent sections deal with the methodology used, followed by results obtained and analysis. Using multistage sampling a national survey was conducted to establish whether consumers: are knowledgeable of the features of basic insurance products; are aware of disclosures they are entitled to; and are aware of the consumer education initiatives of the Financial Services Board. The empirical survey also captures consumers’ perceptions of their financial advisor’s knowledge of financial products on the market. The extent of and the reasons for premature termination of policies are also established. A survey was conducted amongst a sample of compliance officers to capture their perceptions regarding the disclosure of fees that are charged by financial advisors; clients’ knowledge regarding the features of Life Insurance products; premature termination of policies and some general practices amongst financial advisors. The surveys were supplemented by an interview held with managers at the Financial Services Board.
Information asymmetry and obstacles on SMMEs growth in the rural Areas of uThungulu district municipality of KwaZulu-Natal
(University of Zululand, 2012) Nkonde, Sipho David; Contogiannis, E.; Vezi, M.F.; Kaaseram, I.
Information asymmetry is regarded as factors that affect SMMEs and issues hindering SMMEs growth which include management skills, market access and lack of training. This is supported by Rogerson (2008) that several challenges facing SMMEs development in South Africa have been unapproachable. Number of factors have been identified which relate to markets access and marketing, business management skills, training, finance and inadequate institutional support. The SMME sector is regarded as a potential employment creator and contributes significantly to the economic growth of South Africa. SMMEs have the major share of the development and almost half of the total employment in the economy. While argument still exists about the comparative contribution of SMMEs to the economy, this sector contributes a massive share of employment which contributes significantly in the economy. However, SMMEs are facing challenges that prevent them from growing, and causing a large percentage of SMMEs to shut down in their first two years of operation. This study aims to discover the information asymmetry and obstacles on SMMEs growth in uThungulu district municipality. An investigation was conducted among owners in all local SMMEs in the district to identify obstacles perceived as central to SMMEs growth. Structured questionnaires were used to collect data. The research findings indicate that lack of training and management skills are one of the challenges faced by SMMEs since the majority of entrepreneurs have only matric qualifications. The use of technology was also identified as an obstacle on SMMEs growth.
The role of social media in the marketing communication mix: a case study of South African banks
(University of Zululand, 2013) Chikandiwa, Sarah Tsitsi; Contogiannis, E.; Heeralal, S.
The advent of Social Media has brought in skepticism, experimentation and possible misuse of Social Media and traditional marketing communication. This study thus, aims to identify the position of Social Media in the Marketing Communication Mix, the challenges and opportunities presented by Social Media and how Social Media can be effectively implemented in organizations. An exploratory mixed research method is used. This is done through using a case study of the South African Banking Industry, herein referred to as South African Banks. From the case study, the researcher uses 29 purposively selected employees within 6 South African banks. These employees are managers and directors who have direct involvement with Social Media. 68 conveniently selected customers of South African Banks are used as a source of information together with 6 Social Media experts which were selected using judgmental and snow ball sampling. Data collection instruments used in the study are electronic questionnaires for banks and customers and telephonic interviews for Social Media experts. Findings indicate that Social Media is not the sixth element in the Marketing Communication Mix but it should be integrated in the Marketing Communication Mix with each of the elements. The research proposes an integration of the Social Media department with every unit in the organization to enable unified messages to be sent to the customers.
Smartphones and regular cellular phones: assessing their impact on students’ education at the University of Zululand
(University of Zululand, 2012) Mokoena, Sello; Contogiannis, E.; Williams, A.J.
Mobile phones are everywhere and mobile learning is emerging as a potential learning environment at the University of Zululand. The aim of the research is to assess the impact of mobile phones on students‟ learning at the University of Zululand pertinent to the study is the work by Thornton and Houser (2005) also searched the use of mobile phone capabilities to enhance Japanese students‟ learning for English lessons. The University of Zululand is dominated by black-African students, making the study focus to be based on this group. The research information was collected from this group as they are the majority population on the Campus. The study drew evidence from a structured questionnaire which was designed and distributed to postgraduate and undergraduate students in all Faculties. The median test / Wilcoxon‟s signed test rank was used to determine the objectives of the study. Further more; analysis using a chi-square test was employed for an association test between the study factors, to further determine whether there is a significant association between the students‟ opinion regarding mobile phone as a useful tool for learning the type of mobile phone the students use, and the gender of the students. Another association test was done to further determine whether there is a significant association between each mobile phone capability, the type of mobile phone the students use, and the gender of the students. Finally a binomial test was employed to determine whether there is a significant difference between the proportion of smartphone users and regular cellular phone users. The findings of the study revealed that students consider that their mobile phones are useful tools for their learning regardless of their mobile phone type and gender. Other findings were that students consider that the ability of each mobile phone capability is a useful function for their learning independent of their mobile phone type and gender. This result revealed that regular cellular phone users may have the experience of smartphone capabilities. Students contended that their mobile phones are distracting during lectures when they are in use. They preferred to use their mobile phones for learning in other environments where they viewed them as useful for learning, not during lectures. The final study findings revealed that there are many more users of smartphones at the University of Zululand than the regular cellular phone users. The researcher recommends that there is a need for higher learning institutions to incorporate the students‟ mobile phone for learning activities to enhance students‟ learning. Wellstructured and well-defined requirements for using the student mobile phone for learning are needed. A practical investigation of students‟ learning using the mobile phone is needed, and they have to be assessed for capturing the investigation results to evaluate their performance while they are learning to use their mobile phones.

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