Masters Degrees (University of the Free State: Business School)

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Open Access
The failure factors of change management initiatives within a large insurance organisation
(University of the Free State, 2024) Hansi-Arendse, Thembakazi; Christie, Peter
Change management is an important concept for leading organisations through changes and transitions, by helping them adapt to new organisational strategies that are often put in place to increase an organisation’s capability, competitive landscape, and, often, to increase market share. Apart from strategic changes, organisations, specifically insurance organisation, are often expected to comply with regulatory requirements and therefore need to be in a position to effect those changes should there be any regulatory changes from the bodies that govern the industry. The insurance industry is an environment categorised by strict regulations, technological advancement, and client expectations that evolve regularly; therefore, effective change management ensures that the organisations have operational resilience and are continuously at a competitive advantage. This qualitative study explored the factors that contributed to the failure of change management initiatives within MMA in Gauteng, South Africa. The study made use of the descriptive research design and engaged 14 participants, through semi structured interviews to gather data and insights on the challenges that were encountered by the organisation when implementing change. The participants were employed within the organisation and were directly involved in change efforts. The most important research findings were identified to include but not limited to change saturation, a culture of entitlement, insufficient or lack of understanding of the organisation’s strategic objectives, insufficient or lack of leadership commitment which contributed to the communication and engagement gap highlighted by some of the participants. The absence or lack of a designated change methodology was also highlighted by the participants as a critical contributor to change initiatives failing in the organisation. The literature review conducted demonstrated that these findings were not isolated to this organisation; rather, this was a global challenge faced by various institutions globally.
Open Access
Adoption of technology at the Faculty of Natural and Agricultural Sciences, University of The Free State
(University of the Free State, 2024) Isaacs, Tracy; Massyn, Liezel
With an emphasis on improving technological competencies, removing obstacles, and promoting an adaptable culture, this study considered the factors influencing technology adoption among academic and support staff in the Faculty of Natural and Agricultural Sciences, University of the Free State. The primary objective of the research is to explore the readiness of faculty members to adopt to technological challenges presented in the workplace. Utilising the qualitative methodology approach made it possible to fully comprehend the experiences, viewpoints, and difficulties that the participants had with integrating technology into their daily tasks. Semi-structured interviews allowed for the collection of data to be rich and detailed. Recurrent themes and subthemes were then identified from the collected data using thematic analysis. The results show that four main themes—competence and skill development, training and support, adoption challenges, and adoption benefits—influence technology adoption. Successful integration was based on competence and abilities, emphasising the necessity of continuous training initiatives and organised assistance to handle both basic and advanced technical skills. systematic training approach that includes peer mentorship and ongoing support systems, increase staff confidence and engagement with new tools. The necessity for flexible policies, and adequate financial investment to fully address these difficulties are highlighted by the identification of challenges like budgetary restrictions, governance limits, and opposition to change as major roadblocks. A competitive edge for employees who actively embraced new technologies, enhanced performance, and increased operational efficiency were among the perceived advantages of technology adoption, which stood out despite these obstacles. The study suggests several tactics to improve technology integration and adoption. It is crucial to create a comprehensive programme for technological competencies such as training, and ongoing assistance. Furthermore, cultivating a culture of continuous development promotes flexibility and skill enhancement, bolstered by organised feedback loops and official acknowledgment of talent advancement. Adaptable governance policies are also crucial since they allow for staff demands to be met with flexibility and responsiveness while offering the structure required to regulate technology use. By strategically allocating resources to address financial challenges, training programmes and equipment are adequately supported, reducing resource-related obstacles. Lastly, staff commitment and motivation are increased by emphasising the advantages of technology adoption through real-world examples and success stories. To encourage a sustainable, forward-looking strategy for technology use in the faculty, this research emphasises the significance of coordinating technology adoption initiatives with organisational objectives.
Open Access
The potential influence of risks on supply chain management practices in the Maseru City Council in Lesotho
(University of the Free State, 2024) Kholoane, Nteboheng; Olivier, C. D.
This study investigates the potential influence of risks on supply chain management (SCM) practices at the Maseru City Council (MCC) in Lesotho. Utilizing a qualitative research approach within an interpretivist paradigm, the research identifies, evaluates, and proposes strategies to mitigate supply chain risks affecting the operational efficiency and effectiveness of the council. Data was collected through semi-structured interviews with 12 key participants from a population of 32 across various departments, and thematic analysis was employed to analyse the findings. The study highlights several key risks, including supplier-related disruptions, financial constraints, regulatory challenges, and environmental threats. Mitigation strategies identified include supplier diversification, strategic partnerships, and the integration of technology for real-time supply chain monitoring. The findings underscore the critical role of risk management practices in ensuring operational resilience and service delivery at MCC. The study contributes valuable insights for policymakers and local government entities seeking to enhance supply chain performance in the public sector.
Open Access
Gender stereotypes and coping strategies for women in male-dominated industries. a case of the Rail Industry in Gauteng, South Africa
(University of the Free State, 2024) Kobese, Chuma; Chamisa, Shingirayi
Progress within the South African technical work environment regarding the eradication of gender stereotyping and the establishment of gender-neutral environments and gender equality in managerial positions has been disappointing. This research investigates the gender-specific challenges faced by women managers and the coping mechanisms they adopt in the male-dominated Transnet Freight Rail, South Africa. The study adopted a constructivism paradigm and utilised qualitative research framed by resilience theory. Purposive sampling was used to select 12 female managers at Transnet freight Rail Johannesburg, who participated in the study. Data collection was conducted utilising semi-structured interviews, and the data was analysed using thematic data analysis. The study sheds light on both the advancements and ongoing obstacles experienced by female managers at Transnet Freight Rail concerning gender stereotypes. Despite the company's stated commitment to gender equity, female employees continue to face gender-based expectations and a lack of gender-sensitive facilities, such as separate restrooms. Some male colleagues may feel uncomfortable working under female authority figures, which can impede progress towards achieving workplace equity, even where policies exist. The research emphasises the importance of allocating resources and developing infrastructure to tackle these challenges, particularly in predominantly male-dominated industries. Strategies for navigating the system included embracing Affirmative Action Plans and pursuing additional education opportunities, enabling women to assert their managerial authority. While there have been notable changes in the representation of women in traditionally male-dominated positions, significant opposition remains. The study's findings highlight the importance of establishing more transparent policies and enhancing resource distribution to promote gender equality. Women continue to encounter difficulties in managing physical demands and work-life balance, especially during pregnancy, in workplaces that prioritise male employees. Recommendations to address these concerns include implementing structured mentorship programmes, establishing clear policies, and continuing with ongoing transformation initiatives.
Open Access
Sustainable Corporate Real Estate Management (SCREM) in uncertain times – avoiding Load Shedding in Lesotho
(University of the Free State, 2024) Kota, Kananelo; Marais, Mark
The Kingdom of Lesotho is facing a significant energy crisis characterised by critical challenges within its electricity sector. This has resulted in the introduction of load shedding to safeguard the limited available production capacity. Load shedding would exacerbate economic instability and lead to severe consequences for businesses, industries, and households, disrupting productivity, resulting in significant economic losses, and hampering the country’s overall development. Therefore, exploring alternative measures to deal with the situation becomes crucial. The goal of the study was to explore comprehensive and sustainable measures to address the challenges of load shedding in Lesotho. The study employed a qualitative research approach to gather interview data from corporate real estate professionals. Thematic analysis was used to analyse the interview data with the aid of the NVivo qualitative data analysis programme. The current sustainable corporate real estate management (SCREM) measures implemented in Lesotho are the promotion and use of environmentally friendly materials and products, the promotion and use of energy-saving measures, the promotion and practice of proper waste management, and regular inspection and maintenance of equipment. However, the sustainable practices in place are insufficient to avoid load shedding in the real estate sector in Lesotho. The implications of load shedding in Lesotho include the disruption of commercial, household, and other activities, and these activities have a negative impact on the economy. Also, there are no sustainable measures at the national level against load shedding in Lesotho. However, some sustainable practices are being implemented by companies even though there is no comprehensive national effort. These sustainable practices include smart meters, green building initiatives, and solar power. Lastly, the proposed sustainable corporate real estate management strategies against load shedding in Lesotho include encouraging energy-saving behaviours, ending the monopoly of Lesotho Electricity Company, expanding solar energy use, increasing hydroelectricity power, increasing wind power, maintaining and upgrading plants, implementing a national power supply strategy, and promoting awareness of sustainability goals. On account of the study results, proposed sustainable corporate real estate management strategies against load shedding in Lesotho should include ending the monopoly of Lesotho Electricity Company, continually expanding solar and other alternative energy use, increasing hydroelectricity power, continually maintaining and upgrading current plants and infrastructure, and establishing and implementing a national power supply strategy.
Open Access
Employees’ perceptions of diversity management strategies in a South African travel company
(University of the Free State, 2024) Ledwaba, Lintle Joyce; Christie, Peter
Diversity is essential in today’s interconnected world as it fosters creativity, innovation, and adaptability within organisations. A diverse workforce combines different viewpoints, experiences and skills, which can considerably improve problem-solving and decision-making processes. Companies can gain a competitive advantage by accepting people of all backgrounds, including colour, gender, age, and culture. This study examines employees' perspectives on diversity management techniques in the South African tourism industry. Utilising a qualitative research methodology, the study examines the relationship between diversity management and key factors such as employee engagement, productivity, and retention. Through thematic analysis of data gathered from interviews, several prominent themes emerged, including inclusivity, a variety of backgrounds, and the principles of equality and fairness in understanding workplace diversity. The findings underscore the importance of effective diversity management in nurturing a robust company culture and enhancing overall organisational performance. Recommendations for improving diversity management strategies include ongoing training and awareness initiatives, better communication, increased representation of diverse groups in leadership positions, the establishment of community partnerships, and the continuous evaluation and adaptation of these strategies. The study acknowledges its limitations and suggests avenues for future research, highlighting the necessity for larger sample sizes, longitudinal studies, and refined methodologies to gain a deeper understanding of diversity management practices within the travel industry. Overall, this research provides valuable insights to assist organisations in creating more inclusive workplaces, ultimately leading to greater employee engagement and satisfaction.
Open Access
Employee engagement at the Department of Social Development Head Office in Lesotho
(University of the Free State, 2024) Lejalla, Toli; Du Toit, Masonnette
The study focused on employee engagement at the Department of Social Development Head Office in Lesotho. The primary focus was on analysing factors influencing employee engagement at the department. Engaged employees improve service delivery and contribute positively towards the economy of the Kingdom of Lesotho. It is the department’s responsibility to include employee engagement as part of the agender in strategic planning forums. Public sector organisations often concentrate on achieving results while undermining the factors that influence employee engagement as an important factor towards achieving organisational goals and objectives. The study investigated factors influencing employee engagement at the Department of Social Development Head Office in Lesotho, and the researcher obtained information from the different sections in the department from top, middle and senior management officers. The study used a semi-structured interview and questions were open-ended questions. The interview schedule intended to cover all arears of concern. This study will contribute towards helping the public service organisations to introspect and realise factors that influence engagement within the organisation and develop employee engagement strategies that will improve engagement levels and contribute positively towards achievement of goals and objectives of the organisation.
Open Access
Enhancing competitive strategies for Small-Scale Poultry Producers: a case study of Warrenton Super Chicken
(University of the Free State, 2024) Macomo, Mosimanegape; Thomas, Peta
This study examines the competitiveness of Warrenton Super Chicken, a small-scale broiler producer in South Africa, whose participation in the market faces challenges. Some of these include high input costs, competition from cheaper poultry imports, and poor market penetration. Using value chain analysis, the study identifies key strategies to enhance competitiveness. These include market differentiation, cost efficiency, vertical integration, product diversification, and partnerships. The study sample included industry stakeholders such as farm managers, employees, government officials, and customers, whose insights provided a comprehensive understanding of the producer’s operating context. A qualitative research design was used, through a purposeful sampling strategy of twelve (12) key participants. The data obtained from the interviews was analysed using thematic analysis. The findings of the study support the recommendations that Warrenton Super Chicken in the Northern Cape, as producer can improve its business activities through a competitive strategy that includes initiatives such as targeting niche markets and leveraging vertical integration to reduce input costs. The study also highlights the need to adopt new technologies and form partnerships to expand market reach. In so doing, the producer can address the pricing threats posed by the cheap imports while adapting to price-sensitive markets. The study guides small poultry producers with a framework to initiate programmes and actions for surviving in competitive markets.
Open Access
The influence of a changed organisational culture on employee well-being at an NGO shifting to a hybrid working model
(University of the Free State, 2024) Makhubu, Palesa; Niemann, Rita S. M.
This study explores how the changes in the organisational culture at the participating NGO influenced the employees’ well-being when implementing a hybrid working model post-COVID-19. In addressing the aim, the following objectives were formulated: to identify and explore the fundamental constructs that underlie organisational culture; to provide an overview of how organisational culture can influence employee well-being, to explore the experiences of the NGO employees on the effect of the changes in the organisational culture on their well-being when shifting to a hybrid working model post-COVID-19; and to gain insight into the implications that the changes in the organisational culture may hold for management in ensuring the well-being of their employees resulting from the implementation of a hybrid working model at the NGO. Following the COVID-19 pandemic, organisations adopted hybrid working strategies, which arguably made it necessary to explore the organisational culture change and its effects on employee mental health. This study was intended to explore employees’ well-being when an NGO shifted to a hybrid working model due to a changed organisational culture. This study used a qualitative case study approach to examine the effect of the hybrid model on organisational culture changes and how such changes impact employee well-being. Purposive sampling identified ten managerial employees from ORG A in the Free State who were subjected to the changes. Data were collected through semi-structured interviews on Zoom, allowing participants to share in-depth experiences, and were transcribed via TranscribeMe. Thematic Analysis (TA) was used to analyse the data, enabling the researcher to identify and interpret themes from participants’ responses, providing a nuanced understanding of the topic. Ethical considerations, including privacy, confidentiality, and informed consent, were upheld throughout the study, in compliance with POPIA. The findings of the study showed the importance of an enabling organisational culture for the employee’s well-being, especially when the employees are transitioning to hybrid work after the COVID-19 pandemic. Employees shared that feeling part of a positive, engaged culture gave them a sense of belonging that boosted their mental and physical health. While many enjoyed the flexibility of working remotely, they also spoke about challenges like loneliness and the struggle to keep work and home life separate -showing a need for balance. A vital takeaway was the importance of clear communication and digital tools in smoothing the hybrid shift. Employees felt more at ease and capable when they had the skills and tech needed to work well remotely. For organisations, this means that investing in both resources and training helps employees feel confident and supported. Organisations can cultivate a culture that supports their employees by building routines, encouraging healthy work-life boundaries, and creating spaces for genuine connections. In a world where hybrid work is here to stay, prioritising these aspects will keep employees engaged, resilient, and ready for the future. This study highlights how influential a supportive organisational culture is for maintaining employee well-being as organisations move to hybrid work setups. For NGOs to make the most of this new way of working, they should focus on clear communication, supportive leadership, and initiatives that prioritise mental health and inclusivity. This balanced approach helps create a positive work environment where employees feel valued, which, in turn, strengthens the organisation as a whole. Future research could further explore how different cultural factors influence how teams adapt to hybrid work across various sectors.
Open Access
Factors influencing access to Real Estate Finance in Bloemfontein
(University of the Free State, 2024) Maloisane, Tseliso Hullen; Zidel, David
Accessing real estate finance is crucial for homeownership, yet navigating the complexities of the mortgage lending landscape remains challenging. This qualitative study explores the various factors influencing the success of home loan applications in Bloemfontein, South Africa. Through in-depth interviews with industry experts and a thorough review of existing literature, this research identifies key determinants affecting borrowers’ ability to secure mortgage financing. The study reveals that borrower-bank relationships play a critical role, with existing clients often receiving preferential rates. However, leveraging mortgage originators can lead to better deals by harnessing competition among multiple banks. Property characteristics, including type and location, significantly influence loan approval and pricing, with banks exercising caution in funding properties in high-risk areas or certain property types. Additionally, borrower education programmes are recognised as vital tools in enhancing financial literacy and empowering prospective homebuyers to make informed decisions throughout the loan application process. Government-subsidised housing programmes, exemplified by initiatives like the Finance Linked Individual Subsidy Programme (FLISP), hold a promise to increase successful home loan applications. However, challenges in programme implementation and accessibility persist, highlighting the need for continued improvement. Furthermore, the study emphasises the critical role of qualitative research methodology in capturing nuanced insights from industry stakeholders. Importantly, mortgage originators emerge as significant facilitators in the home loan application process, providing borrowers with access to competitive rates and guiding them through complex lending procedures. This study offers actionable recommendations for stakeholders aiming to enhance access to mortgage loans in Bloemfontein, setting the stage for initiatives focused on promoting financial inclusion and fostering a dynamic real estate market.
Open Access
Hybrid working system from a civil servant perspective: a case of the National Treasury of South Africa
(University of the Free State, 2024) Maluleke, Tinyiko Tonny; Delport, Marthinus
Organisations all around the world are focusing critically on implementing hybrid work systems as a result of changing work dynamics, especially in the wake of the COVID-19 pandemic. On the other hand, careless system implementation can lead to inefficiencies, misalignment of team goals, and lower production. This study examines the challenges and merits of implementing hybrid work systems, particularly at the National Treasury of South Africa. The study addressed the inadequacies in the adoption of hybrid work systems, which has impeded employee alignment with team goals and organisational efficiency. A qualitative research design informed by the interpretivism philosophy was used to acquire profound insights into employee experiences and perspectives. Structured interviews were utilised to gather data from a sample of twelve (12) National Treasury officials. This allowed for a thorough investigation of the implementation-related concerns. The key themes include the origin of the hybrid working system, employee awareness about the hybrid working system, barriers to the application of the hybrid working system, positive and negative impact of the working systems on productivity and performance at the National Treasury of South Africa. These key findings indicate that while hybrid work systems can save operating costs and boost efficiency, their effectiveness primarily hinges on maintaining employee alignment with team objectives and offering continuous, tailored training and support. Staff familiarisation with the digital tools and workflows necessary to maximise productivity in a hybrid work environment is made possible by these training programs. The study recommends that, the National Treasury of South Africa implement more adaptable work schedules considering employees' preferences and commitments. By doing so, businesses may enhance worker satisfaction, which will boost output and create a more effective compelling hybrid work environment.
Open Access
Improving business sustainability at a fast-moving consumer goods company
(University of the Free State, 2024) Mattheus, Pieter; Thomas, P.
The impact of environmental changes, technological advancements and ever-changing consumer demands form the contextual foundation of the study and underline the significance for companies within the Fast-Moving Consumer Goods (FMCG) industry to streamline operational efficiencies constantly. The primary research objective was to establish how change management can facilitate company sustainability through the high adaptation of digital solutions at an FMCG company. A comprehensive literature study was done to understand Industry 4.0 impact and FMCG industry trends and the change management principles that can facilitate company sustainability by overcoming the challenges when implementing digital systems. A qualitative research method was followed for this study with a sample size of 12 employees, skilled employees (SE) and manager employees (ME), from four business units at Company A, with first-hand experience of the challenges the current paper-based proof of delivery (POD) process delivers. Interviews, written feedback and rich pictures were used for the thematic analysis approach connecting the visual world and the spoken word allowing for a deep understanding of the current POD process (high touchpoint, and paper intense), highlighting the inefficiencies (delays, time, Order-to-Cash impact, frustration) and potential solutions to close the process gaps. Thematic coding highlighted robots, laser guided vehicles (LGV), automation, integrated reporting solutions, and a change in communication as visible current trends of Industry 4.0 within the FMCG industry, validating that the digital developments are aligned with global industry trends. Risk considerations to mitigate potential resistance during digital change rollout, include a phased rollout approach with transparent communication, ensuring sufficient support structures and effective training interventions. The novel systematic approach followed in this research study harnesses the power of rich picture drawings amplifying how this simple visual method can be exploited to capture and understand complex business processes and systems. In the highly demanding consumer-driven environment, the value this approach offers an FMCG company (on a digital transformation journey as part of a long-term sustainability focus), emanates from the ease it can be incorporated into a company’s problem-solving ‘toolkit’, at the same time help create urgency by facilitating self-generated employee insights and ideas (reducing resistance to new digital change). As the first point of contact during periods of change, the research findings include manager development and upskilling as a crucial strategic focus area to ensure future readiness. Training offerings must empower employees for the digital future and have the flexibility to be tailored to individual needs. To be a future-fit FMCG company, the research findings show the need for an integrated digital ecosystem approach that provides uninterrupted communication to ensure real-time visibility of product movement to all stakeholders involved. Finally, this research study highlights the potential loopholes and inherent inefficiencies paper-based processes possess, bringing home the importance of actively identifying and reducing paper-based processes.
Open Access
Factors influencing staff morale at a Mobile Network Operator in Bloemfontein
(University of the Free State, 2024) Molebatsi, Tlhajwane Justice; Du Toit, Masonette
Staff morale is a primary human resource (HR) element and a key driver of positive workplace culture and productivity. Although it is one of the most researched and explored subjects in workforce management, South African companies still struggle to motivate and engage employees. This study explores this practical gap in staff morale at a mobile network operator in Bloemfontein. From his work experience in the organisation’s workplace environment, the researcher developed the study from pragmatically identified staff morale issues. The study employed a qualitative research approach and a phenomenological study design to collate and analyse participants’ perspectives, attitudes and feelings regarding the organisation’s HR practices and general workplace environment. The researcher employed purposive sampling to select 15 respondents from a population of 87 employees to participate in semi-structured interviews, providing comprehensive data for objective and generalisable findings. The collected data were subjected to thematic analysis, generating trends and patterns and, ultimately, guaranteeing trustworthiness. The factors affecting staff morale in the mobile operator that emerged were perception of morale in the workplace, career advancement, managerial support, external influences on careers, performance management and work-life balance. The researcher recommends that the organisation foster an inclusive and supportive work environment that caters to staff needs and implements transparent and inclusive career development structures that allow all staff members to pursue growth opportunities. Most importantly, the organisation should promote leadership practices that promote empathy, transparency and trust. Managers should be trained to offer support while encouraging autonomy, innovation and open communication. The organisation should implement structured communication channels that ensure information flows seamlessly across all levels to foster a more inclusive and communicative workplace culture.
Open Access
Assessing the digital readiness of academic staff in the Faculty of Health and Environment Sciences at Central University of Technology
(University of the Free State, 2024) Motlhaolwa, Afrika; Jensen, Jonathan
This study examines the digital readiness of academic personnel in the Faculty of Health and Environmental Sciences at the Central University of Technology (CUT) in South Africa against the backdrop of swift technological progress and the increasing necessity for digital transformation in educational institutions. Utilising the Technology Acceptance Model (TAM), the study examines three essential elements: Perceived Usefulness (PU), Perceived Ease of Use (PEOU), and Behavioural Intention to Use (BI) with CUT Digital Tools implemented to improve teaching and learning. A quantitative research approach was employed, utilising a structured questionnaire to collect data from academic staff of varying ranks and experience levels. Data analysis, conducted using SPSS, included descriptive and inferential statistics to examine differences in perceptions based on academic rank and years of experience. Results indicate that senior academic staff and those with more experience generally perceive digital tools as beneficial and easy to use. They are more inclined to integrate these tools into their academic activities. Conversely, junior and part-time staff and those with fewer years of experience display more neutral or negative attitudes, particularly regarding the ease of use and intention to adopt these tools regularly. These findings highlight a potential gap in digital readiness within the faculty, suggesting a need for targeted support and training initiatives to improve digital adoption across all academic ranks and experience levels. The study concludes with recommendations to enhance digital readiness through structured training programs, onboarding support for new staff, and collaborative efforts between the Centre for Innovation in Learning and Teaching (CILT) and ICT support units. This research provides valuable insights for CUT and other higher education institutions aiming to foster digital competency among their faculty members, ultimately supporting a successful digital transformation aligned with the demands of the Fourth Industrial Revolution.
Open Access
The influence of digital transformation on the customer experience: a case on the insurance industry
(University of the Free State, 2024) Mutuwa, Eugene T. N.; Peters, M.
This study investigates the influence of digital transformation on the customer experience within the South African insurance industry, emphasing the role of insurtech companies. As digital transformation and innovation reshapes traditional insurance practices, insurtech firms harness technology to deliver personalised customer-centric solutions, enhancing both operational efficiency and customer satisfaction. Despite their innovative approaches these insurers face a number of challenges including building consumer trust, demonstrating relevance and maintaining customer loyalty in an ever changing market. The research examines how insurtech companies have disrupted the insurance market, the digital strategies employed by traditional insurers and the resulting customer experiences. Through qualitative research including interviews with industry experts and customers, the study identifies key factors that influence customer expecations and satisfaction as well as the challenges associated with digital platforms. Findings from the study offer valuable insights for both tradtional insurers and insurtech companies, highlighting the importance of a customer centric approach in digital transformation efforts. The study also provides recommendations for improving customer experiences, addressing current challenges and anticipating emerging trends in the insurance industry. This research contributes to a deeper understanding of the interplay between technology adoption and the customer experience in the context of the South African market.
Open Access
Performance management within the inspectorate division of the department of public works in Bloemfontein
(University of the Free State, 2023) Mathibe, Refiloe; Markham, Lyle
The purpose of this study is to highlight several reasons why performance management is important. Performance management provides the opportunity to create training opportunities, developmental strategies, and clarity within the organisation for both the employer and the employees. It encourages productivity by increasing confidence and open communication channels as a result, increasing employee retention through rewards and recognition. The research design that was followed for this study was that of a qualitative nature through the use of semi-structured interviews. The researcher utilized qualitative data collection to collect the data which was then used to compile the study by analysing the collected data. The key findings of the study were as follows: ▪ The work attendance had a negative impact on the participants in general as it affected their performance negatively. This resulted in slow progress in achieving team goals, which had a negative impact on the overall performance of the organisation. ▪ To boost productivity, three components must be considered, namely instrumentality, expectancy, and valence. Instrumentality is dependent upon the trustworthiness of the employee, the expectation is dependent on whether the employee has the skills for the job they are performing, and valence reinforces the values of rewards and consistency with reaching goals, needs, preferences, and values. If all three components are considered and achieved, the employees will be motivated to perform. ▪ The impact of having mentors and mentorship programmes is vital for retaining talent, aligning the goals of the employees with those of the organisation and enhancing career development. Mentorship in the engineering and built environments will enable people to register as professionals in their fields. ▪ Organisations gain productivity from working from home and the fifty percent work life, an enabler to this is technology and digitalisation. It is, therefore, beneficial for the Free State Department of Public Works to introduce digitalisation to the workplace and provide all the required resources so that the productivity and performance of individuals can increase. The main conclusions of the study indicated that the performance management review of the department could be effective if it was used properly. Instead, the participants highlighted that it was used to obtain cash bonuses. The participants did not feel motivated because there were gaps due to lack of communication about the reviews and they also mentioned the unwillingness of managers to ensure that they receive the support they require to improve themselves. It could, therefore, be concluded that management should get leadership training that would assist them in leading the teams effectively. The work attendance had a negative impact on the participants in general; digitalisation could assist in this regard, as would the provision of resources to enable the employees to do their daily tasks.
Open Access
Corporate governance implementation at Sol Plaatje University
(University of the Free State, 2024) Merahe, Gobonamang; Crous, Cornelie
South African universities derive their funding from limited government grants. Owing to the limited funding available to universities, there is an increased requirement from stakeholders for universities to be transparent and efficiently use public resources. Thus, there is pressure on universities to develop good governance. Corporate Governance has become a severe challenge amongst South African universities. This challenge is demonstrated by the numerous universities investigated or under administration over the years. This study evaluates the current Corporate Governance practices at Sol Plaatje University (SPU) to prevent similar Corporate Governance challenges from arising in the future at the institution. Otherwise, it may experience similar Corporate Governance challenges that led to the collapse of some higher education institutions in South Africa. Therefore, the primary objective of this study is to evaluate the implementation of Corporate Governance disclosure principles at SPU from 2013 to 2022 to determine the application of Corporate Governance practices regarding disclosure. Furthermore, this study is guided by two secondary objectives: (a) To identify Corporate Governance best practices applicable to Higher Education institutions through available literature and (b) To assess the implementation of good Corporate Governance practices at SPU by analysing information disclosed in the Annual Reports. This study uses a quantitative content analysis approach to analyse existing data from SPU Annual Reports submitted to the Minister of Higher Education, Science, and Innovation. SPU Annual Reports were analysed according to the instrument “𝘍𝘳𝘢𝘮𝘦𝘸𝘰𝘳𝘬 𝘧𝘰𝘳 𝘊𝘰𝘳𝘱𝘰𝘳𝘢𝘵𝘦 𝘎𝘰𝘷𝘦𝘳𝘯𝘢𝘯𝘤𝘦 𝘊𝘰𝘮𝘱𝘭𝘪𝘢𝘯𝘤𝘦 𝘰𝘧 𝘚𝘰𝘶𝘵𝘩 𝘈𝘧𝘳𝘪𝘤𝘢𝘯 𝘜𝘯𝘪𝘷𝘦𝘳𝘴𝘪𝘵𝘪𝘦𝘴” designed by Crous (2017: 212–375) to assess Corporate Governance practices at the institution. All SPU Annual Reports, published from 2013 to 2022, were selected for this study. The study, therefore, uses a census sample. The study reveals that SPU’s Corporate Governance practices were not up to standard, characterised by a culture of extensive non-disclosures, and indicative of less accountability and transparency in the institution’s governance. The researcher recommended how SPU should ensure its Corporate Governance practices are up to standard. Failure of SPU to perform up to standard Corporate Governance carries the risk of the institution following in the steps of universities that collapsed.
Open Access
The influence of mindfulness on employees’ resilience at Eskom, Northern Cape
(University of the Free State, 2023) Motaung, Mophomotseng Millicent; Kleynhans, Ronel
International trends such as globalisation, epidemics, and rapid technological developments impact individuals locally and internationally on all levels of society, with electricity companies experiencing increased challenges. The various challenges and stressful working conditions lead to employees experiencing exhaustion when trying to cope with the demanding work environment. Therefore, resilience, defined as one’s capability to adapt to changes, adhere to, and accomplish objectives despite existing challenges, is necessary for survival in such a turbulent environment. For Kelly et al. (2019), mindfulness is the antidote to resilience. Mindfulness is one of the individual qualities advocated to assist employees in properly managing psychological stress in the workplace and is a critical psychological resource for improving employee performance. Thus, mindfulness can be viewed as a unique personal feature of employees that protects them from negative emotions connected with a demanding workload and stressful work conditions, thereby reducing emotional tiredness. Therefore, this study aimed to determine if mindfulness influences employees’ resilience at Eskom, Northern Cape (NC). The study also aimed to determine if a relationship exists between mindfulness and resilience among employees at Eskom, NC. Lastly, using a non-experimental research design, the study aimed to determine if gender differences exist in career resilience among employees at Eskom, NC. A non-experimental quantitative survey research design was utilised to obtain the data from employees at Eskom (a large electricity company) in Northern Cape, South Africa (SA). Questionnaires used to obtain the data included the demographic questionnaire, the Adult Resilience Indicator (ARI) questionnaire, and the Mindfulness Attention Awareness Scale (MAAS) questionnaire. Data was analysed using regression analyses, correlational analyses and the t-test for independent groups. The results indicated that mindfulness positively influences career resilience. Furthermore, the results indicated no significant differences in resilience in terms of gender. The study thus provides new knowledge on the relationship between mindfulness and resilience. It also presents the rationale for implementing mindfulness training in organisations to assist employees in positively adapting to the pressures experienced by electricity companies in South Africa.
Open Access
Identifying a sustainable risk management strategy for private student accommodation providers in Bloemfontein
(University of the Free State, 2023) Musundire, Simbarashe; Sarpong, P.
The research investigated the risks prevalent in the private student accommodation industry in Bloemfontein with the aim of establishing sustainable risk management strategies to improve viability as well as impact knowledge to enable private student accommodation providers to incorporate risk management into their business strategy. The study showed that the majority of private property investors did not conduct due diligence before in investing in private student accommodation while overlooking potential risks associated with the growing industry. As a result, students have been subjected to dilapidated living conditions. Properties in Brandwag, Willows and Universitas have been left in dilapidated states as property investors fail to cope with both systematic and unsystematic risks prevailing in the industry. Various risks faced by private student accommodation including cashflow challenges, financial management, liquidity and default risk, were identified as major risks in the private student accommodation sector in Bloemfontein. Focus and emphasis was on identifying and managing the risks to ensure that investors making investments in this sector of the property industry would understand and properly evaluate the risks associated with investments in this sector of the real estate industry. A fuzzy inference system model was used to determine impact of the risks associated with the industry. The findings showed that the majority of private student accommodation providers with a few years operating experience and minimal knowledge of the industry were highly exposed to cashflow, liquidity, regulatory and operational risks. Low rental income as a result of a NSFAS rental ceiling and delayed payments resulted in cashflow mismatches as the majority of the students were NSFAS funded. The research concludes by providing sustainable risk management strategies to address the anomaly of increasing demand and declining supply for private student private student accommodation in Bloemfontein.
Open Access
Importance of social media marketing on SMEs in South Africa
(University of the Free State, 2023) Nadkar, Ashna; Janse van Vuuren, P.
This research study illuminates the dynamics of social media marketing in the context of small and medium enterprises (SMEs) and provides insight into the qualitative aspects thereof. The prime objective of this research study was to investigate, through an in-depth qualitative analysis, how SMEs experience, conceptualise and apply social media marketing strategies in the contemporary business environment in which they find themselves. The research design adopted a qualitative approach by utilising in-depth interviews to gain an understanding of the experiences of SMEs. The motivations, challenges and results concerning social media marketing were uncovered by capturing the narratives of SME owners and managers. The research design adopted facilitated a holistic understanding of the experiences of SMEs when they engage with social media marketing. The study revealed the multifaceted nature of the obstacles encountered by SMEs, ranging from time constraints to the need to adapt to the fast-paced digital landscape. This research study underscores the pivotal role and transformative power of social media marketing for SMEs in the current digital space. The qualitative approach highlighted the nuances in the dynamics of the social media strategies of SMEs, emphasising the importance of tailoring the approaches that align with the distinct characteristics and objectives of each business. The research study concluded that SMEs should be encouraged to embrace the interactive nature of social media to foster meaningful connections with their target audience and establish a strong online presence. In essence, this research study reveals valuable insights into the qualitative dimensions of social media marketing within the landscape in which SMEs are situated. The purpose, design, findings and conclusions of this research study were addressed and a practical guide for SMEs looking to navigate the complexities of social media in a way that aligns with their specific objectives was also provided.