The purpose of this project is to design, build, and implement a Customer Relationship Management (CRM) system for a bank. CRM BANKING is an online application that caters to strengthening and stabilizing customer relationships in a bank.

This study examined the nexus between bank performance and regulatory requirements in South Africa. The panel regression approach was used, which applied panel data from 12 banks that were registered in terms of the Bank Act 94 of 1990 over the period 2009 to 2019. A quantitative research approach was used to investigate the nexus between bank performance, bank regulations, bank-specific factors and some macroeconomic factors. A regression analysis was conducted on four bank performance ratios using pooled ordinary least square regression, fixed effects, random effects and generalised methods moments. The two-step generalised system methods of moments approach was preferred over the other methods because it eliminated the problem of endogeneity. The results showed that capital adequacy and size have both a positive and negative significant effect on bank performance, while interest rates, non-performing loans, liquidity coverage ratios and net stable funding ratios had a negative and significant effect on bank performance. The study concluded that South African banks could enhance their performance by tightening their credit risk assessment framework to be more prudent in their lending practices in order to improve the lending quality of their loan books. It is recommended that banks keep their capital levels at a minimum to avoid excessive risk-taking, and that they by embark on efficient revenue enhancement activities such as increasing retained earnings. Banks must further look at their clients on an overall basis, not just a transactional basis, as this will improve their non-interest revenue income by introducing innovative products. Lastly, the banks must lower their liquidity risk exposure by collectively managing their capital adequacy ratio, size of the bank, interest rates, non-performing loans, liquidity coverage ratio and net stable funding ratio. The South African Reserve Bank should tighten regulatory requirements by improving its supervision and oversight functions; banks must to adhere to lending practices and foster a healthy and adequately capitalised balance sheet. Lastly, the SARB must align its macroeconomic forecast for lending rates with regulatory requirements to ensure that economic performance is a catalyst for bank performance. This study contributes to the empirical research repository on the nexus of bank performance and regulatory requirements. More importantly, it identifies the significant factors that affect South African bank performance, by identifying the deficiencies in South Africa’s regulatory requirements, which will provide the South African Reserve Bank with insight into ways of enhancing its regulatory requirements to improve the performance, management practices and sound capital adequacy of the banking sector. / Finance, Risk Management and Banking / M.. Com. (Business Management (Finance)

Subject and learning support librarianship first began in African university libraries in the 1960s, but became more prevalent in the 1980s. Subject librarians, who were known by different titles in various universities, were responsible for one or more subjects, departments, schools or faculties, in terms of providing a subject-based information service, and performing subject-based collection development, user education, and liaison functions. They were organised according to specific models or structures which determined whether or not they performed only subject duties in the library. They formed a core part of the university library, and with each major technological advance, they had to reassess their roles, titles, functions, duties, educational qualifications and skills, so as to adapt to the new information environment. Unfortunately, the inception, development, re-assessment and adaptation of subject librarianship on the African continent did not follow a standard path, and no standards guidelines were compiled that could be utilised by new subject services. The purpose of this study was to investigate the roles, responsibilities and skills of subject librarians in the Southern African Customs Union (SACU) region. The target population consisted of subject librarians in this region and a census method was used to determine participants. The quantitative research approach employing a survey design was used by the study. Data was collected using questionnaires, and results were clarified by interviews with a selection of library managers. Data was analysed using SPSS, MS-Excel and content analysis. The research found that the main models of subject librarianship in place were the dual and hybrid models. It determined the main titles that subject librarians were known by, and that their role, involved providing teaching, learning and research support to faculty members, staff, students and researchers. It also determined the main functions and related duties performed, and the main educational qualifications and skills held by, or required by subject librarians. Since the study found that no guidelines, specifically targeted at subject librarians in the region, were available, as one of its outcomes it provided guidelines, in the form of an appendix, for new subject services to adapt or adopt if they desired. / Information Science / D. Litt. et Phil. (Information Science)

Intrusions, or interruptions by others, are a common phenomenon in the modern workplace (Grove, 1983; Jett & George, 2003), particularly in the computing and information-technology (CIT) industry, as cross-specialty, and cross-team collaborations become more common (Beck et al., 2001). The present study examines the relationship between day-to-day intrusions (measured Monday, Tuesday, and Wednesday) and strain reactions and perceived job performance over the week (measured on Thursday) among 150 CIT employees. Using a number of resource-based theories (i.e., Conservation of Resources, Ego Depletion Model, Cognitive Fatigue Model), I hypothesize that participants experiencing more frequent intrusions on a day-to-day basis will experience greater levels of overall strain reactions (i.e., fatigue, self-regulation failure, and cognitive failure), and lower levels of overall perceived job performance for the week. To test these hypotheses, I applied a micro-macro multi-wave design, such that intrusions were measured at the end of three consecutive workdays (Level-1 Predictors) and strain reactions and performance measured on the fourth day (Level-2 Outcomes). Using Structural Equation Modeling and the technique put forth by Croon and van Veldhoven (2007), I specified four models to test my hypotheses, wherein level-1 variables (i.e., day-to-day intrusions) predicted level-2 outcomes (i.e., week-level fatigue, self-regulation failure, cognitive failure, and perceived performance). I found that day-to-day intrusions were significantly positively associated with fatigue, self-regulation failure, and perceived performance. However, day-to-day intrusions were not significantly associated with cognitive failure. These results suggest that intrusions may consume time and self-regulatory resources but may not consume cognitive resources, and that although intrusions cause impairment from a physical and self-regulatory perspective, they may not inhibit cognitive functioning. Future research should further investigate the relationship between intrusions and cognitive functioning. The present study is one of the first to explicitly study intrusions and recognize it as a stressor that influences both strain and performance variables. This is critical as intrusions become a more prominent fixture in the American workplace. This study also contributes to our understanding of the use of micro-macro approaches to statistical analyses, and provides additional insight into how occupational health psychologists can test long-held assumptions; namely day-to-day stressors contribute to long-term strain.

The general aim of this research is to develop a conceptual privacy governance framework (CPGF) that can be used to develop a valid and reliable information privacy governance questionnaire (IPGQ) to assess the perception of employees of how effective the organisation governs privacy. The CPGF was developed to incorporate a comprehensive set of privacy components that could assist management in governing privacy across an organisation. IPGQ statements were derived from the theory of the sub-components of CPGF, evaluated by an expert panel and pre-tested by a pilot group. A quantitative mono method research was followed using a survey questionnaire to collect data in a financial institution in South Africa. Exploratory Factor Analysis (EFA) was used to determine the underlying factorial structure and the Cronbach Alpha was used to establish the internal reliability of the factors. From the initial item reduction of the constructs, four factors were derived to test the privacy perception of employees. The IPGQ consisted of 49 valid and reliable questions. One-way Analysis of Variance (ANOVA) was used, and three significant differences were discovered among the demographical groups for the age groups and two for the employment status groups (organisational commitment and privacy controls). The CPGF and IPGQ can aid organisations to determine if organisations are effectively governing the privacy in the organisations in order to assist them in meeting the accountability condition of the Protection of Personal Information Act (POPIA). / Computing / M. Sc. (Information Systems)

More than one billion people, almost one in six of the world's population, are now using GSM mobile phones. The situation in South Africa is no different from that in the rest of the world. The rise of mobile telephone usage in South Africa has been driven by a combination of factors such as demand, sector reform, the licensing of new competition, and the emergence of major strategic investors, such as Vodacom and MTN. It was estimated that by March 2005 there should be approximately 20 million cellular customers in South Africa. The growth in the South African cellular market is proportionate to the potential risks in an environment where organisations are continuously seeking ways of improving efficiency, cutting costs, and staying abreast of technological advances. Elements of risk control such as Safety, Health, and Environmental Management can no longer be left out of the equation while organisations in the GSM industry are considering increasing their networks to meet the demands of growth. Although risk assessments are not specifically defined in the Occupational Health and Safety Act (85 of 1993); Section 8 does, however, stipulate under the general duties of the employer that the employer must establish, as far as is reasonably practicable, which hazards to the health or safety of persons are attached to any work which is performed. This situation has changed with the promulgation of the Construction Regulations, GNR.1010 on 18 July 2003; which state that every contractor performing construction work shall, before the commencement of any construction work and during construction work, cause a risk assessment to be performed by a competent person appointed in writing, and that the risk assessment shall form part of the health and safety plan to be applied on the site. This requirement under the Construction Regulations will have a major impact on organisations in the GSM industry. Integrated Health, Safety and Environmental risk assessments have now become a prerequisite before considering any further expansion of the GSM network in South Africa. The relationship between the operational risk sub-disciplines of health, safety, and environmental management, as part of the risk-management function, has been established, and an operational risk-assessment model for the Global Systems Mobile Telecommunications industry in South Africa that measures occupational health, safety, and environmental management risks on an integrated basis has been developed. The risk assessment model for the South African GSM industry is based on assessing the frequency of an activity in relation to the impact on the organisation's business processes, incident/accident potential, financial impact, legal status, and the nature of ecological impact. / Business Management / D. Com. (Business Management)

The prevalence of the money laundering crime has prompted the introduction of customer due diligence (CDD) measures. CDD measures facilitate the prevention of money laundering and promote the introduction of certain detective skills. Several international institutions champion the introduction of the detective skills in general and the performing of CDD measures in particular. These institutions acknowledge the cumbersome (administrative and financial) effects of introducing the detective skills and the performing of CDD measures. However, these institutions concedes that the aforementioned burden can be alleviated or lessened if the institutions that are responsible for performing CDD measures, i.e. Accountable Institutions (AIs), can exchange and rely on third parties’ (CDD) data. The exchange and reliance on third parties’ data must however consider the divergent threats or risks that might be associated with the data or third parties. The view regarding the exchanging and relying on third parties’ data is shared by, amongst others, the FATF and the UK. However, South Africa appears to be lagging behind in this respect. In other words, the South African FICA and FICA Regulations omit to encapsulate express and lucid provisions permitting the exchanging and relying on third parties’ data for purposes of performing CDD measures. The aforementioned omission, it is argued, creates a legal vacuum in the South African scheme of anti-money laundering. In other words, the aforesaid vacuum lives the South African AIs in a state of doubt regarding the manner and extent of exchanging and relying on third parties’ data. However, the aforesaid vacuum, this study concedes, can be rectified by introduction provisions that are line with the draft Regulation 5A and 5B that are proposed in chapter seven of this study. / Jurisprudence / LL. M.

This study investigates the customer-based brand equity of the major cellphone network service providers (Vodacom, MTN and Cell C) amongst principal estate agents registered with the Estate Agency Affairs Board in Gauteng. Secondary research covered the marketing environment of the major service providers. An extensive study of literature on branding, brand management and brand equity measurement was undertaken. An empirical study was conducted. Telephone interviews were used for initial contact and screening. An invitation to participate in the survey, with a link to a questionnaire, was e-mailed to qualified respondents. Cell C users were excluded from the quantitative analysis. There were several significant findings: Vodacom and MTN users are alike in terms of personal and estate agency-related demographics. With the exception of age and gender, the sample fits the stated descriptors of individuals in the LSM seven to LSM ten groups. Cronbach‘s alpha coefficient confirmed a high level of reliability (0.870) for the summated measurement scale developed as an indicator variable of customer-based brand equity and Vodacom and MTN‘s rating on the summated scale did not differ at a statistically significant level. The service provider used proved to be an important driver of loyalty, but overall satisfaction with the cellphone service does not differ statistically significantly between Vodacom and MTN users. Vodacom has established a much more favourable positioning on the brand association statements evaluated. Factor analysis identified five brand association dimensions that should be considered for measurement of brand associations. Multiple regression analysis identified the brand as a product dimension as the best predictor of customer-based brand equity. Vodacom received more favourable brand performance ratings than MTN. Factor analysis identified six brand performance dimensions that should be considered for inclusion when measuring brand performance. Multiple regression analysis identified the easy to use and one-stop-service dimensions as the best predictors of customer-based brand equity. The customer-based brand equity of the user group is moderate (16 out of 25, or 64%). / Business Management / D. Com. (Business Management)

Text in Afrikaans / Dit is belangrik vir 'n inligtingsdiens wat inligting aan die gemeenskap beskikbaar wil stel, om sekere faktore in ag te neem. 'n Belangrike aspek is of die instansie in staat is om 'n bepaalde diens te lewer wat betref voorraad, fasiliteite en personeel. 'n Vraag wat gevra moet word, is of hierdie diens teen betaling gelewer, of as 'n gratis diens aangebied moet word. 'n Belangrike aspek is die bemarking van dienste wat vroeer nie as deel van 'n ondememing sander winsoogmerke gesien is nie, maar deesdae deel van die bestuursproses uitmaak. Daar behoort ook 'n goeie verstandhouding en 'n vennootskap tussen die inligtingsdiens en die gebruiker in die gemeenskap te bestaan en samewerking tussen die partye behoort op hierdie wyse bewerkstellig te word. Om 'n pro-aktiewe inligtingsdiens aan te hied, is dit belangrik dat kennis geneem word van die inligtingsbehoeftes van die bestuurder in die handel en nywerheid. / Certain factors should be taken into consideration when an information service wishes to provide information to the community. An important matter is whether the institution is able to provide certain services as far as the collection, facilities and personnel are concerned. A question that should also be asked, is whether this should be a fee-based service, or a free service. Another important matter is the marketing of services, which in earlier times did not form part of a non-profit organization, but is nowadays regarded as part of normal management practice. There should also exist a good understanding and a partnership between the information service and the user in the community, and in this way co­ operation between both parties should be established. In order to provide a pro-active information service, it is important to have knowledge of the information needs of the manager in industry and commerce. / Information Science / M.Bibl. (Inligtingkunde)

Information, communication and broadcasting convergence is changing the business landscape in South Africa, as organisations adopt new converged information, communication technology (ICT) products and services to satisfy the needs of customers. Simultaneously, major changes are taking place in the South African telecommunications business environment creating new marketing opportunities and threats for Telkom SA, the only fixed line telecommunication operator in South Africa. Some of the findings of the study are • the commodization of the fixed line telecommunication network • political and regulatory changes are reshaping the telecommunications landscape by allowing the entry of new competitors • new technological innovations in Information Communication Technology (ICT) and mobile communication is driving change • social and economic change is fueling the speed of environmental change poor economic climate is quickening the competitive pace amongst South African businesses forcing them to attain efficiencies and effectiveness for survival • organisations worldwide are competing for limited resources and markets and turning to ICT to achieve their objectives • customer needs are changing - demanding better and innovative communication products and services - providing opportunities to competitors • the Internet is reshaping traditional business models as businesses are seeking to establish competitive advantages through the Internet • the migration of the Internet to the mobile telephony sector These changes are creating new marketing opportunities and threats for South African fixed line telecommunication operators and are threatening the survival of fixed line telecommunication operators worldwide and in South Africa. Information Technology, broadcasting and telecommunication technology convergence, has created many new ICT products and services opportunities that telecommunication competitors are offering existing customers of the fixed line operators network indicating lethargy from their side. In order for the fixed line operators to survive they must apply innovation and revise their strategic planning models. / Business Management / DCOM (Business Management)