The purpose of this study was to determine the impact of Mzansi account initiative on the performance of the Amalgamated Banks of South Africa (ABSA). Mzansi account is a national entry level bank account that was launched in October 2004. The Mzansi bank account was established to cater for the previously disadvantaged people, living in remote and rural areas of South Africa. The Mzansi account is a product of the voluntary commitment by the Financial Services Sector as a response to the Government effort to address inequalities of the past. Historically, banks among other service providers did not actively offer banking services to poor people, especially those who lived in the rural and remote areas. This study examined how ABSA, in particular, reacted to Mzansi account conceptualization. The study also looked at the financial and non-financial impact of the implementation of the Financial Services Charter Initiative since 2004 until 2008. While the study focused on the charter since its conceptualisation, it also tracked the performance of ABSA a year before the charter which is the year 2003. Lastly, the study intended to evaluate the performance of ABSA, its macro and micro environment and the present day business environment within the FSC initiative scenario. The data collection for the study was acquired through literature review, observational study and case study research methodology. Findings of this study show that Mzansi initiative was found to have been a worthwhile initiative that has reached millions of low income people, who now have access to banking facilities and a formal banking instrument. However, the Mzansi initiative has not added a markedly value to the performance of ABSA bank. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2010.

Thesis (MPhil (Information Science))--University of Stellenbosch, 2007. / Introduction Information is increasingly attaining an unprecedented importance in companies and becoming the basis of competitive advantage. At Absa this has meant a significant shift in the way information is viewed, to such an extent that Management Information (MI) has been identified as one of the Key Strategic Priorities and Enabler of Absa Group Strategy. Based on the value being placed on management information, the Information Management Division has been tasked to explicitly articulate and define the role information will play in the design and execution of Absa’s competitive strategies. At Absa the notion of integrating information into its strategy and planning process has barely been supported. Given the three components that have been identified as critical to creating value through MI, (access to relevant information; insight - rigorous analysis of information in support of key decisions and application of MI), a gap has been identified in terms of the second component, namely, the provision of business insight: a component critical to the integration of information into business strategies and processes. Hence the focus of this research project falls on building-in a business insight capability as a key component in enabling efficient and effective use of management information and improved business performance. Research Method The research project was based on a qualitative case study performed at Absa, where qualitative methods of collecting data were used. Data gathering was carried out in the form of interviews with key information users, whereby complete representation of Absa business units was ensured. Main findings The analysis of the findings suggests that the majority of survey participants know of poor decisions having been made within their organisation because of one of the following reasons: 􀂃 Inadequate integration and aggregation of information from disparate sources; 􀂃 Inefficient access to relevant, accurate and timely information; 􀂃 Inconsistent approach to obtaining business insight as well as cost-effective delivery based on sound governance. As a result, the majority of executives make most of their decisions based on gut-feel rather than on more reliable empirical information. Recommendations From the results discussed in the empirical study, we have articulated several suggestions regarding how Absa can improve its business through effective and efficient utilization of information. The company will have to work on improving its management information process and enablers by focusing on information technology practices, information management practices, as well as the behaviours and values of its staff regarding information. In addition to this, to work on elements discussed in the empirical study as of key importance to the development and implementation of the necessary business insight capability.

From Integrative summary: This document consists of three sections namely, an evaluation report (section 1), literature review (section 2), and research methodology (section 3). The evaluation report sets out the terms of reference for the research as well as identifying the objectives of the research. It also contains a summary of the literature review section, as well as a research methodology section summary. The literature review section contains a detailed review of the literature used in this study. This section sets out by reviewing existing literature on the topic of leadership, discussing the key elements of organisational culture and includes a short discussion on the typologies of culture. The Competing Values Framework as an organisational culture typology is discussed in greater detail, since it forms the foundation upon which the measurement and data collection tools for this research are founded. The research methodology section explains the research methodology and design employed in this study. This section also addresses some of the ethical considerations for this research, as well as how the researcher addressed them. There is also a brief discussion on the limitations of the research and the application of the results. This research focused on a business unit within Absa Business Bank, named Enterprise Business Gauteng Region, with the aim of investigating the “current organisational culture” in the business unit and the leadership competencies profile of its 11 Sales Managers. This was to provide the basis and departure point for the strategic organisational culture change that the new business unit head would have wanted to effect as the business has a history of non-performance, which the new business unit head aims to change. In order to diagnose the “current organisational culture” type, an organisational culture measurement tool based on the Competing Values Framework was used. The Competing Values Framework is a four-category organisational culture typology developed by Cameron and Quinn. The framework is based on two dimensions, how stable or flexible the organisation is, and how externally or internally focused it is. This framework was also employed to establish the leadership competencies profile of Sales Managers, as observed and experienced by the frontline staff, as well as the “desired organisational culture”, as intended by the new business unit head. Through hypotheses testing, the research revealed a statistically significant difference in perceptions of culture between males and females in the business unit. The perceptions of the female frontline staff about the “current” business unit culture indicated that they find it not to be empowering and less allowing for individuality and risk taking when compared to the male staff. The research also concluded that there is no statistically significant difference between leadership competencies associated with the four categories of the Competing Values Framework in the business unit. Comparisons between the “current” and the “desired” organisational culture revealed a misalignment. The main recommendations to the new business unit head were to get the leadership competencies of the Sales Managers aligned with the “desired organisational culture” state, and drive a purposive organisational culture change effort. To support this culture change, the espoused values of the business unit would need to be aligned to the desired culture state. To address the differences in perceptions of culture between males and females the business unit head would need to be mindful of the greater need to empower women either in their current roles, or by way of promotions to senior roles.

Thesis (M. Tech. (Business Administration )) - Central University of Technology, Free State, / Traditionally, commercial banking in South Africa has been dominated by the big four namely Amalgamated Banks of South Africa (ABSA), First National Bank (FNB), Nedbank, and Standard Bank. Although still dominated by the big four, other smaller banks such as Capitec and African Bank have made inroads into retail banking. This situation arose due to liberalization of the financial services sector since democratisation in South Africa in 1994 which has paved the way for proliferation of the banking industry. This has in turn led to intense competition among banks for customers. Banks in South Africa therefore have the uphill task of retaining their existing customers whilst acquiring newer ones. As a result, South African banks are being compelled to become more customer focused/ oriented. Meanwhile, a key component of most initiatives to become more customer-oriented is the successful implementation of customer relationship management (CRM). A compelling view of CRM is that organisations generate a great deal of data about customers that they can use to build customer profiles in order to serve them better. South African banks therefore need to adopt and implement innovative CRM strategies to maintain a competitive edge in the marketplace. Most banks have a section that only deals with business clients. This is referred to in banking parlance as Business Banking. One of the critical elements of Business Banking is the high level of relationship banking – a service designed to meet the financial needs of clients through the development of a long-term relationship. This type of service delivery is unique and expensive compared to the traditional retail bank delivery system. As a result, the bank must be in position to monitor the profitability of each relationship to ensure that the right clients are serviced in the right way and are meeting the required value proposition. Therefore, if the South African banks in general need to adopt and implement effective CRM strategies, then the need is even greater for the Business Banking section in order to survive in the marketplace. Absa Business bank went through an operating model change in 2011 which necessitated some structural changes including changes in its CRM practices. Mindful of the value of retaining existing customers and attracting new ones, Absa would want to know whether its current CRM practices are effective in ensuring that customers become more loyal to Absa business bank. In general terms, this study investigated the concept of CRM and its influence on customer loyalty and retention. Specifically, the study investigated Absa Business Bank’s CRM practices in relation to customer loyalty and retention using primary data from employees, management, and customers from the Eastern Cape Region in South Africa. The results of the study are very revealing. Among others, the study shows that bank staff commitment to offering excellent service; building trust with customers; communicating with customers in a timely manner; and proactive conflict handling are important for bank image, customer word-of-mouth behaviour towards the bank and these ultimately influence bank customer retention and loyalty. On the basis of evidence from the study it is safe to conclude that customer loyalty can be attributed to CRM and more specifically those aimed at building trust, demonstrating commitment to service, communicating with customers in a timely, reliable and proactive fashion, and handling conflict efficiently. This report contains the major findings of the study alongside recommendations for practice and further research.

The financial service industry has experienced massive change since the early 1980s. In the past, banks and building societies used to serve their customers' needs differently, but with the removal of many barriers in terms of pricing and various products which the banks and building societies sold their customers, these institutions have brought about changes concerning the expansion of the products and service which they offer to their customers. Today, many financial services encompass the philosophy of implementing marketing programmes which are aimed at looking after their customers and maximizing their satisfaction with the service. The main aim of this study was to investigate customers' perceptions vis-a-vis the service that is provided by ABSA Longmarket Street Branch, in terms of customer satisfaction. More specifically, the objectives were: • To identify customers' expectations in terms of financial services. • To ascertain the perceptions of ABSA customers towards the service ABSA Longmarket Street Branch provides them with. • To measure the gaps between the perceptions and expectations of the service that ABSA provides its customers, using the Servqual Score. • To calculate and measure the score for the five Servqual dimensions. Using the Servqual model to measure expectations in terms of service, i.e. what is expected compared with perceptions of service received, the study focused on ABSA customers who use the Longmarket Street Branch in Pietermaritzburg. Customers felt that brochures would be better when an information is printed in all languages and important messages be displayed on the Automated Teller Machine (ATM) screen and be advertised more often on television. Another concern was that customers felt that it is important for the staff to show sincere interest when solving the customers' problems. This can be achieved by keeping the customer informed with the progress of hislher query. It is of the utmost importance to provide the right service at the right time. Another concern raised was that customers need to be reassured that the problem will be solved and dealt with in a professional manner. Customers felt more secure doing their transactions at the branch rather than at the ATMs. They felt more comfortable to talk to people, as this builds long-lasting relationships. The majority of the respondents felt that management must encourage staff to share product knowledge that will help them to deliver a better quality of work. The study shows that there is a lack of individual attention when the staff deals with customers. Giving the customer undivided attention, being patient and calling them by their names, to make them feel welcome and acknowledged, can improve this. There is a necessity for the branch to extend working hours to accommodate everyone. The branch has to consider offering facilities such as the Internet and telephone banking, to make banking simple and convenient to everyone at home. / Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2005.

Festivals have become a global phenomenon and now serve as a platform to promote the leisure and tourism industry within a nation. These events have an undisputed economic effect – not only on the hosting community – but also on the global community. Despite the encouraging community support and the socio-economic impact and spin-offs that are generated by means of such events, the financing of art festivals remains an intricate issue. The fact remains that not all festivals are financially self-sustainable and so require extensive sponsorship in order to ensure the continuation of the event. Limited government funding available due to budget constraints curbs the financial support forthcoming from municipalities and so forces event organisers to seek alternative funding to ensure the survival and feasibility of events. This responsibility places an additional burden on event organisers and so necessitates the use of assessment tools in order to convince private and public institutions or individuals to invest in such events through sponsorships. During an extensive literature study, it became apparent that the need exists to re-assess fully the economic impact analysis of events. The literature revealed that varying models are used to conduct economic impact analyses. In order to establish a concise framework within which to conduct an economic assessment, it was decided to select only the most-used models – Computable General Equilibrium (CGE), Input-Output (I-O) and Social Accounting Matrix (SAM). The dilemma facing tourism economists is to determine which economic assessment approach is most effective as every methodology has its own advantages and disadvantages. In addition, the type and size of an event also plays a fundamental role when selecting an appropriate measuring tool. This research was further motivated because of the existing gap that exists in the South African context for no study has yet been conducted where the various models that assess economic impact have been applied to the collated data of the same event. This study thus aims to provide an overview and a comparison of competing and supplementing methodologies for modelling the regional economic dynamics and the impacts of events. It further investigates the manner in which regional CGE, I-O and SAM based (multiplier) models operate towards capturing the region-specific, inter-regional and multi-regional production, consumption and factor market patterns as result of expenditures incurred during events. An analysis of the virtues and the limitations of these economic assessment methodologies suggests that it may be the considerations such as the data collection/compilation, expected output, research objectives and costs involved that ultimately determine the choice of a specific modelling framework. While addressing the problem stated above, this study produced the following three articles that are now embodied in the work: * Article 1 - “Critical assessment of economic impact analyses of the ABSA Klein Karoo National Arts Festival”, and * Article 2 - “Critical assessment of economic impact analyses of the Aardklop National Arts Festival”. Article 2 investigated and compared the economic assessment results when applying specific constructed models, being the Social Accounting Matrix (SAM) and Computable General Equilibrium (CGE) for the appropriate provinces, to the available data obtained from previous surveys conducted at the 2010 ABSA Klein Karoo National Arts Festival and from the Aardklop National Arts Festival. The two articles indicated that when different models of assessment are applied to the same data set of an event, the economic impact results might differ significantly. This may serve as a warning to economic assessors, academics and researchers that economic impact results can be misleading and therefore the application thereof should be handled with the utmost care in order to avoid misinterpretations and misconceptions. * Article 3, “Assessing the economic impact of the Aardklop National Arts Festival: a feast of models to opt for – or not?” In this article, data from a visitor and business survey conducted at the 2010 Aardklop National Arts Festival was used in the analyses made by applying SAM, CGE and I-O regional models constructed for South Africa’s Northwest Province. Results from these analyses were then compared in order to give researchers and practitioners a better insight and clarity regarding which approach works best for the economic assessment of an arts festival. This article highlighted the fact that the measured economic impact results differ when various models that are applied to the same event. It also became evident that the most conservative economic impact was measured by an I-O model, followed with a higher SAM measurement, while CGE revealed the highest economic assessment. The most significant contribution of this study is embedded in the fact that within the South African context – and even globally – it is the first study of its kind that aimed to determine the economic impact by means of applying more than one assessment model to the data set of a single event. Further, this study provides guidelines for event organisers, academics and economic advisors to follow in conjunction with the existing body of knowledge and practical implementation structures when assessing the economic impact of events. / Thesis (PhD (Tourism Management))--North-West University, Potchefstroom Campus, 2012

Festivals have become a global phenomenon and now serve as a platform to promote the leisure and tourism industry within a nation. These events have an undisputed economic effect – not only on the hosting community – but also on the global community. Despite the encouraging community support and the socio-economic impact and spin-offs that are generated by means of such events, the financing of art festivals remains an intricate issue. The fact remains that not all festivals are financially self-sustainable and so require extensive sponsorship in order to ensure the continuation of the event. Limited government funding available due to budget constraints curbs the financial support forthcoming from municipalities and so forces event organisers to seek alternative funding to ensure the survival and feasibility of events. This responsibility places an additional burden on event organisers and so necessitates the use of assessment tools in order to convince private and public institutions or individuals to invest in such events through sponsorships. During an extensive literature study, it became apparent that the need exists to re-assess fully the economic impact analysis of events. The literature revealed that varying models are used to conduct economic impact analyses. In order to establish a concise framework within which to conduct an economic assessment, it was decided to select only the most-used models – Computable General Equilibrium (CGE), Input-Output (I-O) and Social Accounting Matrix (SAM). The dilemma facing tourism economists is to determine which economic assessment approach is most effective as every methodology has its own advantages and disadvantages. In addition, the type and size of an event also plays a fundamental role when selecting an appropriate measuring tool. This research was further motivated because of the existing gap that exists in the South African context for no study has yet been conducted where the various models that assess economic impact have been applied to the collated data of the same event. This study thus aims to provide an overview and a comparison of competing and supplementing methodologies for modelling the regional economic dynamics and the impacts of events. It further investigates the manner in which regional CGE, I-O and SAM based (multiplier) models operate towards capturing the region-specific, inter-regional and multi-regional production, consumption and factor market patterns as result of expenditures incurred during events. An analysis of the virtues and the limitations of these economic assessment methodologies suggests that it may be the considerations such as the data collection/compilation, expected output, research objectives and costs involved that ultimately determine the choice of a specific modelling framework. While addressing the problem stated above, this study produced the following three articles that are now embodied in the work: * Article 1 - “Critical assessment of economic impact analyses of the ABSA Klein Karoo National Arts Festival”, and * Article 2 - “Critical assessment of economic impact analyses of the Aardklop National Arts Festival”. Article 2 investigated and compared the economic assessment results when applying specific constructed models, being the Social Accounting Matrix (SAM) and Computable General Equilibrium (CGE) for the appropriate provinces, to the available data obtained from previous surveys conducted at the 2010 ABSA Klein Karoo National Arts Festival and from the Aardklop National Arts Festival. The two articles indicated that when different models of assessment are applied to the same data set of an event, the economic impact results might differ significantly. This may serve as a warning to economic assessors, academics and researchers that economic impact results can be misleading and therefore the application thereof should be handled with the utmost care in order to avoid misinterpretations and misconceptions. * Article 3, “Assessing the economic impact of the Aardklop National Arts Festival: a feast of models to opt for – or not?” In this article, data from a visitor and business survey conducted at the 2010 Aardklop National Arts Festival was used in the analyses made by applying SAM, CGE and I-O regional models constructed for South Africa’s Northwest Province. Results from these analyses were then compared in order to give researchers and practitioners a better insight and clarity regarding which approach works best for the economic assessment of an arts festival. This article highlighted the fact that the measured economic impact results differ when various models that are applied to the same event. It also became evident that the most conservative economic impact was measured by an I-O model, followed with a higher SAM measurement, while CGE revealed the highest economic assessment. The most significant contribution of this study is embedded in the fact that within the South African context – and even globally – it is the first study of its kind that aimed to determine the economic impact by means of applying more than one assessment model to the data set of a single event. Further, this study provides guidelines for event organisers, academics and economic advisors to follow in conjunction with the existing body of knowledge and practical implementation structures when assessing the economic impact of events. / Thesis (PhD (Tourism Management))--North-West University, Potchefstroom Campus, 2012

No description available.

Thesis (MScSportSc)--Stellenbosch University, 2014. / ENGLISH ABSTRACT: The purpose of this qualitative-quantitative study was to describe the exercise intensity and predictors of performance of a multi-stage mountain bike (MTB) race (2014 Absa Cape Epic) lasting 8 days. Twenty-three amateur mountain bikers (age 39 ± 9 years, height 178.8 ± 8.2 cm, body mass 74.7 ± 9.1 kg, VO2max 54 ± 7 ml.kg-1.min-1) who completed the 2014 Absa Cape Epic were involved in the study. The participants were divided into two groups according to their MTB experience. The experienced group included participants who previously completed more than three 3-day multi-stage MTB events and the novices group included those who has completed less than 3-day multi-stage MTB events. Prior to the event the participants completed a maximal aerobic cycling test and a simulated 40 km time trial (TT). The maximal aerobic test was used to determine 3 work intensity zones based on heart rate (HR) corresponding to blood lactate thresholds (LT: increase in blood lactate concentration of 1 mmol.l-1 above baseline values and the onset of blood lactate accumulation (OBLA), a fixed blood lactate concentration of 4 mmol.l-1). There were no statistically significant differences in the physical, physiological and performance variables measured in the laboratory between the two groups. The exercise intensity during the Cape Epic was measured using telemetric HR monitoring sets. RPE values were noted after each stage of the race. The mean HR was 88.1 ± 5.3% (experienced) and 84.2 ± 11.0% (novices) of maximal HR during the race or 88.9 ± 3.5% (experienced) and 85.9 ± 10.6 (novices) of laboratory determined maximum HR. More time was spent in the “low” HR zone (43.1 % vs 58.5 %, respectively), while only a small amount of time was spent in the “hard” HR zone (7.4% and 6.1%, respectively). The experienced group spent statistically significantly more time in the “moderate” HR zone compared to the novices group (49.5 % vs. 35.4 %). The experienced group performed significantly better during the event compared to the novices group in both the total event time (P = 0.004) and the general classification (P = 0.01). Relative and absolute power output (PO) at OBLA (P = 0.01 and 0.02, respectively) were statistically significant predictors of total event time, while relative peak power output was a significant predictor of general classification for the event (P = 0.02) . The total TT time was a significant predictor of average event HR (P = 0.03). This study showed that this MTB stage race is physiologically very demanding and requires cyclists to have excellent endurance capacity, as well as strength and power. The parameters from the maximal aerobic capacity test correlated better with outdoor performance than parameters from the simulated 40 km TT. Therefore the standard maximal aerobic capacity test are sufficient for testing mountain bikers and sport scientists can continue using this test to prescribe exercise intensity zones for training and events. / AFRIKAANSE OPSOMMING: Die doel van hierdie kwalitatiewe-kwantitatiewe studie was om die oefeningsintensiteit en voorspellers van prestasie tydens ‘n multi-dag bergfiets kompetisie (Absa Cape Epic) van 8 dae lank te bepaal. Drie-en-twintig bergfietsryers (ouderdom 39 ± 9 jaar, lengte 178.8 ± 8.2 cm, liggaamsmassa 74.7 ± 9.1 kg, VO2maks 54 ± 7 ml.kg-1.min-1) wat die 2014 Absa Cape Epic voltooi het, het aan die studie deelgeneem. Die deelnemers is in twee groepe verdeel volgens hulle ervaring in multi-dag bergfiets kompetisies. Die ervare groep was al die deelnemers wat meer as drie 3-dae multi-dag bergfiets kompetisies voltooi het. Die onervare groep was al die deelnemers wat minder as drie 3-dag multi-dag bergfiets kompetisies voltooi het. Voor die kompetisie het al die deelnemers ‘n maksimale aërobiese toets en ‘n gesimuleerde 40 km tydtoets in die laboratorium voltooi. Die maksimale aërobiese toets is gebruik om drie werk intensiteit sones volgens die hartspoed te bepaal, naamlik die hartspoed by die laktaatdraaipunt(‘n toename in bloed [laktaat] van 1 mmol.l-1 bo die basislynwaardes) en die hartspoed by die aanvang van bloedlaktaat akkummulasie (‘n vaste bloed [laktaat] waarde van 4 mmol.l-1). Daar was geen statisties betekenisvolle verskille in die fisiese, fisiologiese en prestasie veranderlikes tussen die twee groepe nie. Die oefeningsintensiteit tydens die Cape Epic was gemeet deur gebruik te maak van hartspoedmonitors. Die RPE waardes was aan die einde van elke skof genoteer. Die gemiddelde hartspoed was 88.1 ± 5.3 % (ervare) en 84.2 ± 11.0 % (onervare) van maksimale kompetisie hartspoed, of 88.9 ± 3.5 % (ervare) en 85.9 ± 10.6 % (onervare) van die maksimale hartspoed soos in die laboratorium gemeet. Die fietsryers het meer tyd spandeer in die “lae” hartspoed sone (43.1 % vs 58.5 %, onderskeidelik), in vergelyking met die “moeilike” hartspoed sone (7.4 % vs 6.1 %, onderskeidelik). Die ervare groep het statisties betekenisvol meer tyd in die “matige” hartspoed sone spandeer (49.5 % vs. 35.4 %) in vergelyking met die onervere groep. Die ervare groep het beter presteer tydens die kompetisie vir beide totale kompetisie tyd (P = 0.004) en algehele klassifikasie (P = 0.01). Relatiewe en absolute krag by aanvang van bloed laktaat akkumulasie was statisties betekenisvolle voorspellers van totale kompetisie tyd (P = 0.01 en 0.02, onderskeidelik), terwyl maksimale krag ‘n statisties betekenisvolle voorspeller was van algehele klassifikasie in die kompetisie (P = 0.02). Die totale tydtoets tyd was ‘n statisties betekenisvolle voorspeller van gemiddelde hartspoed tydens die kompetisie. Die studie het gewys dat hierdie multi-dag bergfiets kompetisie fisiologies baie uitdagend is en dat fietsryers uistekende uithouvermoë kapasiteit, sowel as krag en plofkrag moet besit. Die veranderlikes van die maksimale aërobiese toets het beter met prestasie in die veld gekorreleer as die veranderlikes van die gesimuleerde 40 km tydtoets. Daar word dus afgelei dat die standaard maksimale aërobiese toets voldoende is vir die toetsing van bergfietsryers en sportwetenskaplikes kan aanhou om hierdie toets te gebruik om oefeningsintensiteit sones voor te skryf vir oefensessies en kompetisies.

No description available.