M.Comm. / The size of South Africa's banking industry grew from R398 billion in 1995 to R471 billion in 1996 while banking transactions totalled R58 634 billion during 1996. Like most other service companies, the banking industry also experiences customer turnover. During the period March 1995 to February 1996 customer switch, which refers to the closing of an account at one institution and the opening of a new account at another institution, by clients of all banks amounted to 4,9 percent. Mutual interaction between a service provider and a client is a very important determinant of customer satisfaction with a service. It is therefore important for the company to focus on the retention of customers because it is more profitable to retain a customer rather than recruiting new customers. Customer switching can damage the future stream of income of a company. The loss of a customer therefore, is not only one transaction, the company looses a life long stream of income. Customer satisfaction therefore influences the primary source of future income of most companies directly. Quality service is of utmost importance for the success and survival of companies in today's competitive environment. To be successful it is necessary for each department within the company to operate effectively and to be client orientated. Companies believe that they will be more profitable if a marketing orientation is established within the company. Employees must therefore, understand their role in the total service chain. A client's perception of a service becomes reality when he/she experiences the service during a service encounter where interaction between the customer and the company takes place with the employee as intermediary. Employees of the company are seen as individuals who are in a relationship with the company similar to that between an external customer and the company. A company must therefore concentrate on both his external and internal clients because quality service rendered to internal clients results in quality service to the external client. The rendering of quality service is a very important dimension, in ensuring success and survival of a company. If investment in service quality therefore results in perceived improvement in service, quality is a profit strategy. Although theoretical studies suggest that companies offering a higher degree of service quality generate higher profits, no published studies or model exist where the total series of consequences, from the allocation of resources to customer satisfaction and eventually profitability, is discussed. Researchers believe that customer satisfaction results in profitability, but question the possibility of a positive correlation between market share and customer satisfaction. Against this background it was the purpose of this study to determine the impact of service quality, customer retention and staff retention on the market share and profitability of a financial institution by constructing a service quality-profitability relationship model to determine the relationship between the different dependent and independent variables. A literature and empirical study was therefore undertaken to on the one hand evince the role and importance of the relationship between the service company and the customer, employee and internal markets in accomplishing a loyal customer base and enduring market share and to on the other hand relate service quality with market share and profitability. The primary finding of this study is that relationships exist between the various dependent and independent variables of the hypothesized model which confirms that service quality do impact on market share which in turn correlates with the profitability of a company. Moreover, customer retention positively correlates with profitability. It was also determined that customer retention positively correlates with market share. It was, however, found that no correlation exists between service quality and customer retention whilst relationships between marketing costs and market share and marketing costs and profitability could also not be determined. In view of the findings of the empirical investigation, it is recommended that the chosen bank attends to the following aspects: the improvement of service excellence; the improvement of aspects accomplishing customer and employee retention; establishing a more Afrosentric rather than a Eurosentric dimension of culture within the organisational culture and managerial practice of the bank; determining the critical psychological state of employees; establishing a positive and constructive psychological state within the bank; revising the format of reporting management information in order to calculate the impact of service quality on profitability rather than determining relationships between the elements. In taking this approach, the bank should be able to employ the service quality-profitability relationship model to the advantage of the bank to measure the impact of service quality on profitability and optimizing the relationship between service quality and profitability.

M.Comm. / Soos reeds vermeld bring die afkondiging op 14 Februarie 1991 van regulasie 265 in Goewennentskennisgewing no. 125 van die Wet mee dat registrasie-owerheidsbeheerde toetsstasies hul vir die eerste keer sedert 1931 in mededinging met die privaat sektor bevind. 6 Die probleemstelling in die onderhawige studie is of die JMVT in die huidige konteks mededingend en lewensvatbaar kan bly, inaggenome die skerp daling in die volume voertuie wat ondersoek word met 'n gepaardgaande verlies aan inkomste. Verder watter strategiese stappe geneem of aksies ingestel moet word om dit mededingend te maak en of privatisering as 'n strategiese alternatief vir die JMVT oorweeg behoort te word. Indien wel, watter vorm van privatisering sal die geskikste wees, gegewe deregulerende wetgewing wat reeds in werking getree het. Die doel van die studie is om 'n aantal strategiese aksies te identifiseer wat die JMVT onmiddellik en oor die lang termyn moet ondemeem om te verseker dat dit in 'n gedereguleerde omgewing sal kan meeding en lewensvatbaar sal bly. Uit die strategiese aksies wat geidentifiseer word, sal die aksie wat die grootste moontlike voordeel vir die Stadsraad inhou, geselekteer word en sal die lewensvatbaarheid van sodanige aksies ondersoek word.

M.A. (Communication) / This study examines the creative approach of the South African advertising industry towards the black consumer. The study of literature finds its point of departure in the systems approach of communications. The communication process and the components therein (sender, message, communication medium and receiver) are analysed as a system in the cultural context of the black consumer. The cultural context of the black consumer represents the external environment of the system. In this study emphasis is placed on the sender of the advertising message to the black consumer ...

M.Com. / Please refer to full text to view abstract

M.A. (Industrial Relations) / The objective of this study is to examine the way in which the traditional role of the supervisor in South African industry is changing in the context of the social, political and economic transformation of the country. Because the author is on an overseas posting for the duration of the study period, it is not possible to conduct empirical research of any depth. Therefore, the dissertation is mainly a literature study based on the historical and present development of labour relations and the changing role of the supervisor. Where possible, the literature study is supplemented by unstructured interviews with training, personnel and industrial relations managers, supervisors and trade union representatives and workers in Scotland, Kenya and South Africa. It will be found that the changes to the position and role of the first line supervisors in the USA, UK, and Germany are more extensive than in South Africa. However, there is clear evidence that the management of South African firms are realising the advantages of long term strategies of empowering their employees, sharing information, and of good training and development programmes. within this context the study will establish that the role and position of the South African supervisor is indeed changing. It will also be pointed out that a significant problem facing firms in the "new" south Africa is a shortage of managers who are not only trained within their own sphere of work, but who are capable of recognising the role they and their subordinates play in the labour relations climate of their firm. The supervisor, at the interface between management, workers and shop stewards, is a key actor responsible for shaping and maintaining the firm's labour and human relations...

LL.D. / Please refer to full text to view abstract

LL.M. / Please refer to full text to view abstract

M.Comm. / Transport is vital to development. Without adequate access to employment opportunities, health services, education and other amenities of life, the quality of life of the community will suffer. In developing countries and cities, where higher levels of poverty and unemployment are found and where resources are limited, the role of "good" transport becomes even more important. The dissertation identifies and describes a • number of urban transport problems being experienced in developing cities today. It refers to the experience of other countries that have been facing similar scenarios, as well as the steps they have taken (or are taking) to deal with them. This thesis suggests that South Africa can benefit from a closer look at some of these steps, and also identifies areas which require deeper research. The dissertation acknowledges that no single solution exists to solve the wideranging nature of the transport "problem". A combination of approaches would seem to be desirable. These include organisational changes as well as technological and infrastructural changes. The dissertation acknowledges further that no single study of this kind can investigate all of these solutions in sufficient depth. It does however deal with some of the organisational changes which are initially necessary to allow later technological and infrastructural improvements to be implemented more successfully. The organisational changes, most of which have already been investigated and researched in depth, include new contractual arrangements, such as privatisation and concessioning. They also include co-ordination and integration of services. The dissertation suggests that the "corridor" proposals of the Moving South Africa study will play an important role in underpinning the concept of co-ordination. As far as infrastructural and technological changes are concerned the thesis describes the "corridor" developments in the South American cities of Sao Paulo and Quito, both of which are introducing bus-ways of varying degrees of sophistication. These infrastructural improvements are being combined with the use of electric buses (duo-buses) drawing power from overhead lines. In Quito, this combination of infrastructure and new technology is handling large numbers of passengers at a level which is equivalent to that of many of the busier public transport routes in South Africa. The dissertation suggests that South African cities will benefit from these developments and proposes that an investigation into such improvements should be carried out. These include an integrated, co-ordinated formal public transport network for the Johannesburg area, and the introduction of corridors on which passenger vehicles of improved design (including duo-buses) could be used to maximum advantage. The dissertation acknowledges that the legislative and planning framework necessary to support such improvements is still being introduced. It points out, however, that the introduction of the proposed transport authorities, and the emphasis on the "corridor" concept will facilitate the process. The dissertation expresses the hope that these improvements will be placed on the agenda as soon as possible and that in so doing, the rehabilitation of formal public transport in South Africa will be promoted.

Magister Legum - LLM / This research paper aimed to explore the relevant circumstances that the legislature has specified must be considered before an eviction application is granted and the meaning that the courts have given these circumstances in both Section 26(3) of the South African Constitution and enabling legislation. It also explored whether a transformative interpretation has been given to the meaning of "all relevant circumstances" within the legislation, its proposed amendments, and by the courts. / South Africa

Aspects of the biology and ecology of Patella granularis were investigated along a 130km stretch of the south-east coast of South Africa. Distribution, biomass, density and population structure were investigated at seven localities. In addition, a more detailed study of the growth rate and reproductive biology of populations inhabiting three different substrata (aeolianite, quartzitic sandstone and mussel shells) was conducted. The genetic relationships between these three populations was also examined, as was the foraging behaviour of the limpets inhabiting an aeolianite and a quartzitic sandstone shore. Finally, differences in food availability on the different substrata were studied. On the south-east coast, P. granularis has a wide intertidal distribution, occurring from the upper Balanoid zone through to the Cochlear zone, where it is a common inhabitant of mussel shells. The mean shell length of P. granularis was found to decrease down the shore. The largest limpets (46.6 mm shell length) were found on an offshore island in Algoa Bay. At most localities investigated, the sex ratio deviated from a 1:1 ratio with more males than females being recorded on five shores. Both limpet density and biomass were lower on the south-east coast when compared to data published for west coast populations. On the south-east coast, both density and dry biomass were highest in the lower Balanoid zone. Allozyme electrophoresis indicated that P. granularis inhabiting aeolianite, quartzitic sandstone and mussel shells are all part of a single population. Extremely high genetic identity values (0.998), low levels of heterozygosities (0.035 - 0.061), low levels of polymorphisms (25% - 31%) and low FST values (0.021) all suggest that the three populations of P. granularis form a common breeding group, despite the high levels of phenotypic plasticity observed. On all shores, P. granularis was found to grow allometrically, increasing in shell height more rapidly than shell length. Estimation of the growth rate (determined by the Von Bertalanffy growth model) of P. granularis suggested that limpets inhabiting the mussel shells grew more slowly, and attained a smaller maximum size, than those inhabiting both the aeolianite and the quartzite (K = 0.25, 0.32 and 0.33 respectively; 27.12 mm, 31.89 mm and 32.96 mm respectively). Previous work has shown that west coast P. granularis grow more quickly (K = 0.7) and reach a greater size (. 40 mm). Translocation of limpets among sites suggested that limpet size in the mussel beds was spatially constrained. Shell microgrowth bands were deposited tidally, but could not be used for aging limpets due to shell erosion. Limpets from the aeolianite had the greatest reproductive fitness, producing more eggs (.366 000/limpet) than those inhabiting quartzite (.119 500/limpet) or mussel shell limpets (.85 800/limpet). Aeolianite limpets also spawned throughout the year, whereas those from the quartzite and mussel shells spawned twice a year (once in winter and once in summer) although a great deal of interannual variability was observed. The onset of sexual maturity occurred at a similar age in all limpets (1 - 2 years) and is probably genetically entrenched. P. granularis inhabiting both an aeolianite and a quartzitic shore were active during nocturnal low tides. All limpets returned to a home scar after foraging. Whilst foraging, limpets inhabiting the aeolianite shore moved shorter distances (.17 cm) at a slower rate than those from quartzite (.30 cm). Limpets that were translocated from one substratum to the other initially moved similar distances to the source group, but after a maximum period of one week, moved distances that mirrored those moved by the resident limpets. Neither season nor tidal phase influenced the distances foraged. No directionality in foraging was found. Wear of radula teeth, particularly the pluricuspid tooth, was greater in limpets from the quartzite. It is hypothesised that the observed differences in life-history parameters and foraging behaviour of limpets both within the south-east coast and between the west and south-east coasts are related to food abundance. Chlorophyll-a, and hence microalgal biomass, was consistently higher on aeolianite (.2.5 times) than on both quartzite and mussel shells. Estimates of chlorophyll-a were higher (although not significantly) in winter. Previous studies determined that primary productivity is also higher along the west coast. Finally, the lack of evidence for migration of limpets from the low-shore to high-shore in south-east coast P. granularis is discussed. It is suggested that this species settles opportunistically within its physiological tolerances and responds morphologically to localised environmental conditions.