Thesis submitted in compliance with the requirements fo the Doctoral Degree in Technology: Education (Management), Durban Institute of Technology, 2004. / This study focused on women in Technikons who hold status positions as Dean or higher in the academic management hierarchy and aimed at uncovering those attributes which contributed to their success in breaking the 'glass ceiling'. The gender imbalance in their career paths highlighted the need to identify those attributes so that ways could be found to increase the representation of professional women in leadership and management position. The experiences and struggles of women in Third World Countries, such as South Africa, unfold in a very different context from those of women in First World Countries. As this research is about women for women and gives 'voice' to those women who participated in this project, attention must be paid to the knowledge and theory that incorporates women's experience and perspectives. It is therefore appropriate to view the marginalisation of women and hence their struggle for equality of opportunity in Technikon management from a feminist viewpoint. Narrative enquiry using primarily semi-structured in-depth interviews provided the data which was processed in terms of a categorical-content perspective. The relevant themes identified were interpreted by the researcher and used to formulate grounded theory. The results of this research study drew attention to the importance of the possession of emotional competencies and attributes, that is, the importance of emotional intelligence as an empowering attribute for women managers in academe. This is of special significance in that these attributes can be learned. It is imperative that women in management be provided with opportunities to develop these qualities and / M

M.Com. (Business Management) / Educational systems have experienced a paradigm shift in the 21st century worldwide, and Africa has not been left out. Let alone South Africa which is currently amongst Africa’s top technologically developed countries in Africa. Like in many other countries, the higher education sector in South Africa is a unique and super- complex system, because in addition to the universal change driving forces affecting it, a different impetus for change exists (Mapesela & Hay, 2006:77). Higher education institution models for delivering education are changing to meet new realities from a focus on providers and inputs to students and results. Reformation is no longer confined to the classroom, but has extended to South African public systems and their role in supporting change, advancing efficiency and effectiveness and in building networks capable of meeting students’ needs and supporting institutions at large. The retention of students can have a big financial advantage for the private higher educational institutions in South Africa, hence it has become important for educational institutions to build relationships with their students. The question of which factors influence customer retention and customer loyalty, presents itself. This study identified the antecedents to customer loyalty through the literature review which could possibly influence customer loyalty. This study focuses on the student experiences and satisfaction at the Milpark Business School in Johannesburg by analysing a number of factors that are assumed to impact these areas namely product experiences, moments of truth, peace of mind and outcome focus. The entry of ‘private’ providers of higher education coupled with declining government funding to public institutions is a response to the increasing demand for higher education that has caused a decline in the quality of graduates (Bunoti, 2011:1-2). Such concerns of student outcomes in private higher learning institutions have generated an interest of study to determine their experiences and consequently, their satisfaction. Milpark Business School is one of the private Higher Education Institutions in South Africa providing a Bachelor of Business Administration degree programme through distance learning and its entry requirements, processes, duration and study environments contribute immensely to student outcome. This study follows a descriptive research design. Literature concerning customer loyalty and the antecedents identified will be provided. The study makes use of a sample, which consists of students who are currently registered at Milpark Business School on the BBA Programme. A self-administered questionnaire was designed based on the theoretical literature provided within the study. The questionnaire measured several constructs which were identified through the literature review. The questionnaire made use of a set of statements relating to the theory, and a 5-point Likert scale that allowed respondents to select from five options ranging between strongly agree to strongly disagree. Various statistical analysis procedures were used to accomplish the objectives of the study, including factor analysis, and multiple and sideways regression techniques. The conclusion and findings of the study were found to support the objectives of the study and the results of the statistical analysis were found to accept the hypotheses of the study. The main conclusion and findings are that, although students are satisfied with regard to their interaction with and service provided by Milpark, improvements need to be made in terms of personal attention given to the students, especially by support staff. In particular, the handling of queries by support staff and lecturers needs to be improved in order to give speedy responses to the student in order to retain the student for the future. It is also clear that student satisfaction at Milpark Business School is influenced by the four antecedents namely product experience, outcome focus, moment of truth and peace of mind. Various recommendations for improving customer satisfaction were given, based on the findings of the statistical analysis. The empirical results indicate that all four independent variables significantly influence customer satisfaction, hence, all four variables are equally important to Milpark Business School, and the business needs to ensure that all these variables are correctly managed in order to improve customer satisfaction. Through this study it has become evident that there are various measures that could be implemented by Milpark Business School to improve customer satisfaction and ensure high levels of student retention. The study only investigated customer satisfaction at Milpark Business School, and therefore could not be generalised to other business schools. A study may need to be conducted on a number of such schools in future in order to get more information.

The primary purpose of this study was to develop an industry-specific total quality service framework (as a potential basis for an established total quality service model) for private higher education institutions in South Africa. The framework (as a tool) will contribute to the need to manage service quality of these institutions on a holistic and strategic basis. Service quality is a challenge for any enterprise, especially for those in the service industry. It is of particular concern for private higher education institutions and one of their key challenges due to the increasingly competitive, marketing-oriented and highly regulated environment. In this environment, these institutions have to function, survive and compete, not only with one another, but also with public institutions of higher education. Competition is on the increase, and private higher education institutions need to find new ways to compete if they wish to survive in this dynamic service industry environment. The offering of excellent service quality could add to the long-term sustainability of private institutions and it could therefore also be the differentiating factor for success. The literature review for this study suggested that service quality can only be improved by identifying industry-specific service quality dimensions as a basis for the development of industry-specific frameworks and models. Using a mixed methods research approach (exploratory sequential mixed methods research design), this research was conducted on six private higher education institutes with 13 sites of delivery. Stage 1 of the study consisted of the qualitative exploration of total quality service dimensions from a top management perspective by means of semi-structured in-depth interviews following a conversational mode. A thematic analysis approach was applied during the data analysis. The validity and reliability of the data were tested via different strategies of trustworthiness. The instrument development stage was added as an intermediate stage of the research study. The developed instrument was informed and complemented by literature as well as the qualitative findings. Stage 2 of the research study consisted of the quantitative exploration of the importance of total quality service dimensions from the perspective of the internal (lecturers) and external (students) customers. The questionnaire was distributed via e-mail to all specified students and lecturers of selected private higher education institutions in the sampling frame. Data analysis included an exploratory factor analysis approach, which was followed by a confirmatory factor analysis. A conceptual measurement model was presented consisting of five 26 dimensions (variables) represented by five primary constructs. Both the internal and composite reliability scores were strong and the confirmatory factor analysis yielded a model with good fit. The modified conceptual model demonstrated evidence of unidimensionality and construct validity. The final step in the data analysis process represented thematic analysis of responses to the only open-ended question in the questionnaire, which yielded additional service quality dimensions. The application of the exploratory sequential mixed methods research design thus culminated in the final total quality service framework, which consists of selected top management perspectives (qualitative stage), the conceptual measurement model (quantitative stage) and the additional service quality dimensions identified from the open-ended question analysis. The current study was a pioneering effort that bridged a significant gap with the development of the first total quality service framework for private higher education institutions in South Africa. The framework provides the first building blocks towards a comprehensive total quality service model for measuring, managing and continuous improvement of total quality service in private higher education in South Africa. / Business Management / Ph. D. (Management Studies)

As technology has become a part of our everyday lives, including our educational institutions, it will definitely have an impact on the teaching and learning. The premise is that the use of ICTs has the ability to transform teaching and learning effectively if it is implemented constructively. The research is to ascertain whether Facebook is used for academic purposes as well as the integration of other Information and Communications Technologies. The study was conducted with a group of lecturers at the University of the Witwatersrand. Data was collected by conducting semi-structured interviews. The interviews were audio-recorded and transcribed at a later stage. Common themes were identified. Positivity about the implementation of ICTs as well as institutional support is imperative for lecturers to continue their commitment to the process.

M. Tech. Busines Administration / While the use of computers and information technology (IT) is becoming ubiquitous in everyday life, IT is also an integral part of a successful economy. The South African government, in its National Policy Framework for Women's Empowerment and Gender Equality, stipulates that science and technology are fundamental components of development, and that the government must devise mechanisms to engage women with these skills. The objective of this study was to evaluate, using the theory of planned behaviour, the difference between female and male students' perceptions about this important field. It aims to explore how prevalent the gender imbalance is in terms of students already studying IT at university with regard to their attitudes towards IT courses.

Tertiary institutions in South Africa have become culturally diverse and the question of the counseling services available to students from diverse cultural backgrounds is inevitable. The study investigated the views of different stakeholders of the University of KwaZulu–Natal (UKZN) on the incorporation of traditional healing into student counseling services. In-depth, open ended interviews and focus group discussions were held with purposefully-chosen students, psychologists, a traditional healer and deans of student services. Data were analyzed qualitatively using thematic analysis. The participants highlighted the potential usefulness of traditional healing especially in dealing with culture-bound syndromes and students’ identity issues. The logistics of having traditional healing services in spaces modeled along Western influences, as well as ethical issues were identified as the main challenges. The findings are discussed in relation to indigenous knowledge systems and the constitutional imperatives on cultural diversity. / Thesis (M.Soc.Sc.)-University of KwaZulu-Natal, Pietermaritzburg, 2011.

Submitted in fulfilment of the requirements for the Masters Degree in Technology: Quality, in the Department of Operations and Quality Management, Durban University of Technology, 2009. / Higher education institutions are faced with an increasing number of complex challenges including implementing and maintaining a quality management system. In addition, the transformation of higher education brought about further regulations, especially to private higher and further education institutions. Managing the change in private higher and further education became complex as institutions were required to meet the Department of Education’s registration requirements and the HEQC and Umalusi Council’s quality audit criteria requirements. Hence, this study reviewed related literature which represented sources of information, to determine the nature of PHE and FET institutions. The literature further scanned business quality tools and the SAEM and their applicability to private higher and further education. It was established that the TQM philosophy and the ISO 9001: 2000 quality standard, applied in an integrated system, was suitable for higher education. The review identified the SAEM as a suitable model to use as a basis for an integrated quality management system. From the literature review, the nature of PHE and FET institutions and the requirements of the HEQC and Umalusi Council were established. A significant finding was that PHE and FET institutions did not have an internal quality management system in place. This revelation led to the research investigation on finding the needs and deficiencies of FET and PHEIs. A questionnaire, using mainly open-ended questions, was designed and administered to FET and PHEIs for this purpose. The responses revealed that some quality practices were in place but, overall, the quality arrangements were inadequate. The results of the research investigation and the principles of the business quality tools were integrated into the SAEM’s principles. This process led to the formation of an Integrated Quality Model. This Integrated Quality Model was recommended as an internal quality management system for FET and PHEIs

Most school management teams (SMTs) do not do their tasks either due to lack of time or inability to fulfil this obligation. Should this be true for South African schools, it would reflect negatively on the SMT job performance. This led to undertaking research in order to ascertain the fit between organisational policies of induction, mentoring, curriculum assessment training and curriculum supervision and the SMT job performance by way of establishing the effect of organisation policy on SMTs’ job performance. The research adopted a descriptive survey research design of the correlational type. Two sets of questionnaires, one for independent variables and the other for the dependent variable, were used to elicit information from the respondents. Some of the findings show that aspiring SMT members need some training so as to know what will be expected of them to do once they get selected as SMT members. It was further proven that common tests that are normally set at the provincial and district and/or school based levels are invariably not of the standard that the Department of Basic Education (DBE) prescribes nationally. The foregoing led to the conclusion that the SMT job practice is invariably not informed by the relevant organisational policies. Hence a cascade model of SMT training is recommended, as is the notion that training toward organisational policies under review should be done cohesively.

South African universities are embedded in an unequal society. Transformation strategies and interventions in the sector attempt to address this, but arguably, the policies and practices which aim to bring about transformation are merely platforms for potential change and do not guarantee the achievement of their aspirations. This study engages with the notion of transformation in one university, looking at how an organisation for women has contributed to transformation in individuals and in the institution. It explores the idea that vulnerability is the starting point of transformation, and must be recognized and incorporated into how an organisation, institution or individual regards vulnerable groups, in order to build a more equitable society. The reframing of vulnerability is a process of acknowledging the way power works, and arguably, power’s melancholic nature and expression in society and in universities has particular challenges with regard to how vulnerable groups experience their vulnerability. If the framing of an individual as vulnerable does not also provide that individual with the conditions that shelter the vulnerability they experience, leading to a renegotiation of whom they can become, their “vulnerable” status is entrenched. The study explores ways in which an organisation for women uses its legitimized platform for renegotiating subjectivities, norms and performances, and the potential this has for transformativity.

D.Ed. / This thesis is a report of a research project conducted in a Technikon within the higher education sector of South Africa. Teachers in this sector are facing major challenges due to the transformation of higher education, as well as the introduction of an Outcomes-Based Education (OBE) paradigm. Teachers thus need to adapt their teaching practice to include the principles and practices of this educational paradigm and are continuously required to improve their teaching practice to face the aforementioned challenges. This study was aimed at investigating how teachers could be assisted to improve their teaching practice. It primarily aimed at seeking a way to assist lecturers of the Technikon to improve their teaching practice, while it was hoped that I would also improve my own practice. An action research project was conducted during which I was planned, designed and implemented a teaching skills programme. Literature on teaching and learning, with specific emphasis on theories and approaches that support learners' meaningful learning, was reviewed. Furthermore, literature on staff development policies, approaches, practices and the OBE paradigm provided the theoretical foundation for the various phases in the action research project. After conducting a needs analysis to determine the perceived teaching needs of lecturers, all lecturers at the Technikon were invited to attend the teaching skills programme as a staff development initiative. Data of what was experienced, observed and learnt during the process were noted in my research journal. After I had analysed and interpreted the data gained I reflected on the experiences and learning, as well as on the value of the programme. From the research notes I learnt more about the participants, the programme and the process, while I learnt more about myself as a teacher and as a researcher. These reflections informed the findings, namely that insufficient focus is placed on teaching and learning initiatives. Furthermore, it was found that staff development policies did not seem to provide sufficient support for such initiatives. Literature indicated that these findings were not unique to the Technikon, but also seemed to be experienced in other higher education institutions. Based on the above findings it was concluded that teachers could be assisted in improving their teaching practice by focusing on their learners' meaningful learning and by continuously updating their teaching knowledge and skills. It was therefore recommend that staff development policies be revised and that teachers and managers in higher education refocus on the core business of higher education institutions, namely, teaching and learning. Finally, it was recommended that managers, teachers and staff development units accept coresponsibility for improving teaching practice in higher education and work in synergy to achieve this common goal. The co-responsibilities of role-players in academic staff development have been presented diagrammatically within a framework. The importance of all role-players taking their responsibilities is illustrated. The resulting coresponsibility amongst role-players is argued to emphasise the importance of synergy amongst them towards achieving improved practice. I argued that all three role-players needed to collaborate and support one another if they were "to move in the same direction" towards improved teaching practice. The scholarly contribution of this study lies firstly within my living theory, which is a culmination of the learning journey as well as the results thereof. My living theory of teaching practice and that of academic development is culminated into the framework.