What Matters to South African Bank Customers? A Case Study of four Main South African Banks

2015 ◽  
Vol 6 (1and2) ◽  
Author(s):  
Kingstone Mutsonziwa
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Language Usage ◽  
Face To Face ◽  
Bank Resolution ◽  
African Context ◽  
Key Drivers ◽  
Investment Advice

This paper is a follow-up article based on the first article titled Customers speak for themselves: A case of Customer Satisfaction in the four Main South African Banks. Customer satisfaction within the banking industry is very important in the South African context. Although banks are trying their best to give their customers the best service, it is important to continuously measure customer satisfaction and identify service attributes that contribute to overall customer satisfaction for the banks. The data used in the analysis is based on a quantitative survey of 500 randomly selected customers in Pretoria, Johannesburg, Durban and Cape Town were interviewed using a face to face methodology. The key drivers of overall customer satisfaction based on regression analysis for the different banks were helpfulness and innovativeness (ABSA), helpfulness, innovativeness of the bank, resolution of problems and investment advice (FNB), language usage and friendliness of service consultants (Nedbank), innovativeness of the bank, investment advice and use of language (Standard bank). These attributes were important to the overall customer satisfaction and need to be closely monitored by the management of these banks.

Reimagining Intersectionality and Social Exclusion in South Africa

2020 ◽  
Author(s):  
Khosi Kubeka ◽  
Sharmla Rama
Keyword(s):  
South Africa ◽  
South African ◽  
Social Exclusion ◽  
Social Relations ◽  
South African Context ◽  
Social Division ◽  
Common Reference ◽  
Local Contexts ◽  
African Context

Combining the theories of intersectionality and social exclusion holds the potential for structural and nuanced interpretations of the workings of power, taking systemic issues seriously but interpreting them though social relations that appear in local contexts. An intersectional analysis of social exclusion demonstrates to what extent multiple axes of social division—be they race, age, gender, class, disability or citizenship—intersect to result in unequal and disparate experiences for groups of youth spatially located in particular communities and neighborhoods. A common reference point is therefore power and how it manifests at the intersection of the local and global. A South African case study is used to explore the subjective measures and qualitative experiences of intersectionality and social exclusion further. The unique ways that language intersects with space, neighborhood, and race in the South African context, enables opportunities in education and the labor market, with profound implications for forms of social exclusion.

scholarly journals Teaching Mathematics during the COVID-19 Lockdown in a Context of Historical Disadvantage

2021 ◽  
Vol 11 (4) ◽  
pp. 177
Author(s):  
Brantina Chirinda ◽  
Mdutshekelwa Ndlovu ◽  
Erica Spangenberg
Keyword(s):  
South Africa ◽  
South African ◽  
Mathematics Teachers ◽  
Education System ◽  
Teaching And Learning ◽  
Face To Face ◽  
Global Pandemic ◽  
Education Community ◽  
South African Education

The COVID-19 global pandemic widely affected education across the world and engendered unprecedented scenarios that required expeditious responses. In South Africa, the pandemic came on top of pre-existing inequalities in the education system. Using a qualitative research method of exploratory and descriptive nature, this study engaged a social justice framework to explore the teaching and learning of mathematics during the COVID-19 lockdown in a context of historical disadvantage. A sample of twenty-three Grade 12 mathematics teachers at various public secondary schools in Gauteng, South Africa was used in the study. The teachers were selected through purposive sampling. A Google-generated open-ended questionnaire and follow-up telephonic interviews were used to collect data. Data were analysed thematically in five steps. The findings revealed that the WhatsApp platform is a valuable tool that can support the teaching and learning of mathematics beyond the classroom in the contexts of historical disadvantage. The findings also provided insights into how mathematics teachers became learners themselves during emergency remote teaching (ERT) as they had to adapt to digital teaching, find solutions to unfamiliar problems and acquire knowledge from a larger mathematics education community around the globe. The article discusses these findings and teachers’ challenges of transitioning from traditional face-to-face classrooms to ERT and how they were addressed. At the time of publishing the article, most learners in South Africa had started going to school on a rotational basis. Nonetheless, the study reported in this article is of importance as ERT in the context of historical disadvantage has foregrounded issues of inequality in the South African education system that must be dealt with urgently.

scholarly journals Design for learning – a case study of blended learning in a science unit

F1000Research ◽  
2015 ◽  
Vol 4 ◽  
pp. 898
Author(s):  
Roslyn Gleadow ◽  
Barbara Macfarlan
Keyword(s):  
Blended Learning ◽  
Teaching And Learning ◽  
Scientific Practice ◽  
Learning Experience ◽  
Science Students ◽  
Face To Face ◽  
Design For Learning ◽  
Learning Management

Making material available through learning management systems is standard practice in most universities, but this is generally seen as an adjunct to the ‘real’ teaching, that takes place in face-to-face classes. Lecture attendance is poor, and it is becoming increasingly difficult to engage students, both in the material being taught and campus life. This paper describes the redevelopment of a large course in scientific practice and communication that is compulsory for all science students studying at our Melbourne and Malaysian campuses, or by distance education. Working with an educational designer, a blended learning methodology was developed, converting the environment provided by the learning management system into a teaching space, rather than a filing system. To ensure focus, topics are clustered into themes with a ‘question of the week’, a pre-class stimulus and follow up activities. The content of the course did not change, but by restructuring the delivery using educationally relevant design techniques, the content was contextualised resulting in an integrated learning experience. Students are more engaged intellectually, and lecture attendance has improved. The approach we describe here is a simple and effective approach to bringing this university’s teaching and learning into the 21st century.

Project Portfolio Management Best Practice and Implementation: A South African Perspective

2018 ◽  
Vol 15 (04) ◽  
pp. 1850036
Author(s):  
Chiara Oostuizen ◽  
Sara S. Grobbelaar ◽  
Wouter G. Bam
Keyword(s):  
Conceptual Model ◽  
South African ◽  
Portfolio Management ◽  
Success Factors ◽  
Good Practice ◽  
Project Portfolio ◽  
South African Context ◽  
Project Portfolio Management ◽  
African Context

This paper analyses the link between project portfolio management (PPM) implementation and perceived company success in achieving strategic objectives. As foundation for a conceptual model, the paper explores and investigates three areas of PPM literature: (1) PPM success criteria (2) PPM success factors and (3) problems faced in PPM. Using a conceptual model, the paper empirically investigates the link between the implementation of various PPM practices, the perceived importance of these practices and the perceived success of project portfolios within a South African context. A mixed methodology approach consisting of: (1) surveys and (2) follow-up interviews was followed during the execution of the study. The study targeted 10 different industries and obtained 342 responses in total. The survey data was supported by four semi-structured follow-up interviews that aimed to further investigate some of the salient trends observed in the data. The study enables the deduction of various recommendations for good practice and implementation gaps in the area of PPM in the South African context. This includes recommendations regarding practices that appear to have a strong link with perceived PPM success, yet are viewed as unimportant by many practitioners.

scholarly journals Subordination vs. agency/resistance in South Africa: Virgins bargaining their way through higher education

2016 ◽  
Vol 2 (2) ◽  
pp. 431-445
Author(s):  
Sunelle Stander
Keyword(s):  
Higher Education ◽  
South Africa ◽  
Black Students ◽  
South African ◽  
Quality Education ◽  
Alternative Route ◽  
South African Context ◽  
Student Protests ◽  
African Context

Oppression manifests itself in various ways, such that intersections between different forms of oppression can be identified. This is also true for women living in South Africa, a country that has for years been plagued by many forms of oppression (racism, sexism, classism, etc.). Women are, amidst various forms of oppression, often left with few alternative options but to bargain with various forms of gender relations as a means to obtain basic human rights (like education). Recent student protests have highlighted the discriminating ways in which black students are kept from obtaining higher education. The so called “maidens bursary”, awarded to underprivileged girls who vow to stay virgins throughout their studies, will be used as a case study that examines an alternative route to which underprivileged women may resort in order to obtain a quality education. The notion of patriarchal bargaining will then be used to illumine the often unrecognized, complex and interwoven relationship between subordination and agency/resistance that operates within the South African context.

Writing to Meet Your Match

2013 ◽  
pp. 210-234
Author(s):  
Christyne Berzsenyi
Keyword(s):  
Impression Management ◽  
Management Strategies ◽  
Internet Dating ◽  
Written Text ◽  
Self Reflection ◽  
Face To Face ◽  
Positive Attitudes ◽  
Study Participants

After ten years, Internet dating has become mainstreamed with members producing and consuming a great deal of written text before meeting face-to-face. Through a twenty-one-prompt questionnaire and follow up interviews, four case study participants describe their efforts at self-reflection, self-representation, and interaction with other members. The following chapter analyzes email questionnaire responses and interview excerpts that discuss each participant’s perceptions of the rhetorical process of writing profiles, interpreting others’ profiles, and exchanging emails to facilitate courtship. In addition, this chapter analyzes the discourse of participants’ self-presentations in comparison with their reported self-perceptions and impression management strategies. Findings suggest that more effective members composed their e-texts after a methodical process of understanding the communication genre, the expectations and behaviors of their target audiences, and their own relationship objectives. Further, participants with greater experience with cyber dating have more positive experiences, which led to positive attitudes and greater satisfaction with e-dating.

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