Bibliography: leaves105-117 / Summaries followed the Bibliography / The study investigates the abuse of husbands’ property by widows in the two selected isiZulu novels Ifa ngukufa and Ifa lenkululeko, which is found to have a huge impact on children and family members. The study presents the causes of the abuse of husbands’ property, the course of action of abusing husbands’ property and the consequences thereof. The content analytical approach has been used to analyse the two novels. The analysis reveals that some of the causes of the abuse of husbands’ property by widows are the widows’ carelessness, weakness, lack of respect, stress and laziness. In both literary texts, widows abuse their husbands’ property with their new lovers. As persons living in modern times, they do not respect the African cultural practices. They refuse to wear mourning clothes for their late husbands, as required by the African culture. Instead, they find new lovers within a few days of their husbands’ death, and invite them to stay in their husbands’ houses. The study highlights how easily some people, including widows, can be influenced by other peoples’ cultures. They do not respect their parents, children and the in-laws; and do not pay attention to the wellbeing of their children. When the money is depleted, the new lovers go back to their families. The study further reveals that, after the departure of the new lovers, the widows realise that they (new lovers) were not in love with them, but were after their properties. The presence of the new lovers in the widows’ lives has a negative effect on family members. Consequently, the relationship between the widows and the in-laws, parents and children suffers. The investigation is concluded by presenting recommendations that will help widows to avoid tricksters from robbing them of their property. The study is of great value to children who become the victims of circumstance. / Ucwaningo luphenya ngokuhlukunyezwa kwempahla yabayeni ngabafelokazi kumanoveli amabili akhethiwe esiZulu ethi Ifa ngukufa nethi Ifa lenkululeko, okutholakala ukuthi kunomthelela omkhulu ezinganeni nakumalungu omndeni. Ucwaningo luveza izimbangela zokuhlukunyezwa kwempahla yabayeni, isenzo sokwenza kabi impahla yabayeni nemiphumela yakhona. Indlela yokuhlaziya okuqukethwe isetshenziselwe ukuhlaziya lamanoveli amabili. Ukuhlaziywa kuveza ukuthi ezinye zezimbangela zokuhlukunyezwa kwempahla yabayeni ngabafelokazi ukunganaki kwabafelokazi, ubuthakathaka, ukungabi nenhlonipho, ingcindezi nobuvila. Kuyo yomibili imibhalo ebhaliwe, abafelokazi bahlukumeza impahla yabayeni babo namashende abo amasha. Njengabantu abaphila ezikhathini zanamuhla, abayihloniphi imikhuba yamasiko ase-Afrika. Bayenqaba ukugqoka izingubo zokuzila zabayeni babo abangasekho, njengoba kudingeka ngokwesiko lase-Afrika. Esikhundleni salokho, bathola amashende amasha ezinsukwini ezimbalwa ngemuva nje kokushona kwabayeni babo, futhi bagcine behlala nabo ezindlini zabayeni babo. Ucwaningo luqhakambisa ukuthi kulula kanjani ukuthi abanye abantu, kufaka phakathi nabafelokazi, bathonywe ngamasiko abanye abantu. Abahloniphi abazali babo, izingane kanye nabasemzini lapho bendele khona; futhi abanaki ngisho nenhlalakahle yezingane zabo. Lapho imali isiphelile, amashende abo amasha abuyela emindenini yabo. Ucwaningo luqhubeka ngokuveza ukuthi, ngemuva kokuhamba kwamashende abo amasha, abafelokazi bayabona ukuthi wona (amashende amasha) abengabathandi, kepha babelandela impahla yabo. Ukuba khona kwamashende amasha ezimpilweni zabafelokazi kunomthelela omubi kumalungu omndeni. Ngenxa yalokho, ubudlelwano phakathi kwabafelokazi nabasemzini, abazali nezingane buyaphazamiseka. Uphenyo luphethwa ngokwethula izincomo ezizosiza abafelokazi ukuthi bagweme abakhohlisi ekubaphuceni impahla yabo. Ucwaningo lubaluleke kakhulu ezinganeni eziba yizisulu zalezi zezimo. / Phuputso e batlisisa tshebediso e mpe ya thepa ya banna ke bahlolohadi dibukeng tse pedi tsa dipale tse kgethilweng tsa Sezulu Ifa ngukufa le Ifa lenkululeko, e eleng taba e fumanwang e na le tshusumetso e kgolo ho bana le ditho tsa malapa. Phuputso e hlahisa disosa tsa tshebediso e mpe ya thepa ya banna, mokgwa wa ho sebedisa ka tsela e mpe thepa ya banna le ditlamorao tsa teng. Mokgwa wa katamelo ya manollo ya dikateng o sebedisitswe ho manolla dipale tse pedi. Manollo e senola hore tse ding tsa disosa tsa tshebediso e mpe ya thepa ya banna ke bahlolohadi ke ho se tsotelle, bofokodi, ho hloka tlhompho, kgatello ya maikutlo le botswa. Ditemaneng tsa bongodi ka bobedi, bahlolohadi ba hlekefetsa thepa ya banna ba bona le baratuwa ba bona ba batjha. Jwalo ka batho ba phelang mehleng ya kajeno, ha ba hlomphe ditlwaelo tsa setso sa Maafrika. Ba hana ho apara diaparo tsa bofifi bakeng sa banna ba bona ba seng ba hlokahetse, jwalo ka ha moetlo wa Maafrika o hloka hore ho be jwalo. Ho ena le moo, ba fumana baratuwa ba batjha matsatsi a mmalwa kamora lefu la banna ba bona, ebe ba ba memela ho dula ka matlung a banna ba bona. Phuputso e bontsha hore na batho ba bang, ho kenyeletswa le bahlolohadi, ba ka susumetswa habonolo jwang ke ditso tsa batho ba bang. Ha ba hlomphe batswadi ba bona, bana le ba bohading; mme ha ba tsotelle boiketlo ba bana ba bona. Ha tjhelete e fedile, baratuwa ba batjha ba kgutlela malapeng a bona. Phuputso e tswela pele ho senola hore, kamora hore baratuwa ba batjha ba tsamaye, bahlolohadi ba hlokomela hore (baratuwa ba batjha) ba ne ba sa ba rate, empa ba ne ba le kamora thepa ya bona. Boteng ba baratuwa ba batjha bophelong ba bahlolohadi bo na le phello e mpe ho ditho tsa lelapa. Ka hona, kamano dipakeng tsa bahlolohadi le ba bohading, batswadi le bana e ya senyeha. Phuputso e phethelwa ka ho hlahisa dikgothaletso tse tla thusa bahlolohadi ho qoba hore baqhekelli ba ba utswetse thepa ya bona. Phuputso ena e bohlokwa haholo ho bana ba fetohang diphofu tsa maemo a tjena. / African Languages / M.A. (African Languages)

Abstract in English, Zulu and Sothern Sotho / South African banks need to attract and retain customers in a highly competitive environment. Within this environment, the service quality of banks has been noted as an ongoing pressing issue. With all major banks embracing the technological revolution and offering similar financial services, the service quality offered through frontline employees has become a means to attain a competitive advantage. While a substantial body of research demonstrates the importance of service quality and identifies its dimensions, there is a lack of research specifically focusing on the antecedents for frontline employee service quality. This study set out to investigate the extent to which internal service quality, service climate and frontline employee satisfaction contribute to frontline employee service quality in a South African retail bank. With the aid of a structured questionnaire, a cross-sectional internet-based survey research design was applied to collect information from frontline employees pertaining to four constructs. From the full population of 8 720 frontline employees, 581 completed responses were received during the main study, and empirically tested with the aid of descriptive statistics, confirmatory factor analysis, correlation analysis and multivariate regression analysis. The findings culminate in a multivariate regression model indicating that service climate is not a significant predictor of frontline employee service quality, whereas frontline employee satisfaction and internal service quality are, with internal service quality being the larger predictor. Drawing from these findings, ten recommendations are made to improve frontline employee service quality in a retail bank. / Amabhange aseNingizimu Afrika adinga ukuheha futhi agcine amakhasimende endaweni enokuncintisana okukhulu. Ngaphakathi kwalesi simo, insebenzo yekhwalithi yamabhange ibhekwe njengengqinamba eqhubekayo. Ngawo wonke amabhange amakhulu amukela inguquko kwezobuchwepheshe futhi ahlinzeka ngezinsizakalo ezifanayo zezezimali, insebenzo yekhwalithi enikezwa ngabasebenzi abaphambili iba yindlela yokuthola inzuzo yokuncintisana. Ngenkathi ucwaningo oluningi lukhombisa ukubaluleka kwensebenzo yekhwalithi futhi lukhomba ubukhulu balo, kukhona ukungabi bikho kocwaningo okugxile kakhulu ezichasisweni zensebenzo yekhwalithi yomsebenzi ophambili. Lolu cwaningo luhlose ukuphenya ukuthi izinga lensebenzo yekhwalithi yangaphakathi, insebenzo yesimo sezulu kanye nokwaneliseka kwabasebenzi abaphambili kunikela kangakanani ensebenzweni yekhwalithi yomsebenzi ebhange lokuthengisa eNingizimu Afrika. Ngosizo lwemibuzo ehleliwe, kusetshenziswe ukwakheka kocwaningo olususelwa ku-inthanethi lokuqoqa imininingwane evela kubasebenzi abaphambili maqondana nokwakhiwa okune. Kusuka enanini eligcwele labantu abayizi-8 720 labasebenzi abaphambili, izimpendulo ezigcwalisiwe ezingama-581 zamukelwa phakathi kocwaningo oluyinhloko, futhi zahlolwa ngamandla ngosizo lwezibalo ezichazayo, ukuhlaziywa kwezinto eziqinisekisayo, ukuhlaziywa kokuhlobana kanye nokuhlaziywa kokuphindaphinda okuningi. Okutholakele kugcina kube yisifanekiso sokuhlehliswa sokuphindaphinda esikhombisa ukuthi insebenzo yesimo sezulu akusona isibikezelo esibalulekile sensebenzo yekhwalithi yomsebenzi ophambili, kanti ukwaneliseka komsebenzi ophambili kanye nensebenzo yekhwalithi yangaphakathi, ngensebenzo yekhwalithi yangaphakathi eyisibikezelo esikhulu. Ngokususelwa kokutholakele, kwenziwa izincomo eziyishumi zokuthuthukisa insebenzo yekhwalithi yomsebenzi ophambili ebhange lokuthengisa. / Dibanka tsa Aforikaborwa di tlhoka go ngoka le go tswelela go tshola badirisi mo tikologong e e tletseng kgaisano. Mo tikologong eno, boleng jwa tirelo ya dibanka bo lemogilwe jaaka ntlha e e tswelelang go tshwenya. Jaaka fa dibanka tsotlhe tse dikgolo di amogetse tiriso ya thekenoloji mme di tlamela ka ditirelo tsa ditšhelete tse di tshwanang, boleng jwa tirelo jo bo tlamelwang ka badiri ba ba kwa pele ke tsela ya go iponela molemo wa kgaisano. Le fa dipatlisiso tse dintsi di bontsha botlhokwa jwa boleng jwa tirelo mme di supa bogolo jwa jona, ga go na dipatlisiso tse di totang batlapele ba boleng jwa tirelo ya badiri ba ba kwa pele. Thutopatlisiso eno e ne e ikaeletse go batlisisa gore boleng jwa tirelo ya ka fa gare, tikologo ya tirelo le kgotsofalo ya badiri ba ba dirang kwa pele bo tshwaela go le kana kang mo boleng jwa tirelo ya badiri ba ba dirang kwa pele mo bankeng ya badirisi ya Aforikaborwa. Ka thuso ya lenaanepotsolotso le le rulaganeng, go dirisitswe patlisiso e e ralalang dikarolo ya mo inthaneteng go kokoanya tshedimosetso go tswa mo badiring ba ba dirang kwa pele malebana le dintlha tse nne. Go tswa mo sampoleng ya badiri ba ba dirang kwa pele ba le 8 720, go amogetswe ditsibogo tse di tladitsweng di le 581 ka nako ya thutopatlisiso e kgolo, mme di ne tsa lekelediwa ka maitemogelo ka thuso ya dipalopalo tse di tlhalosang, tokololo ya tlhomamiso, tokololo ya tsamaelano le tokololo e e lebelelang dipoelo tse di farologaneng. Diphitlhelelo di ile setlhoeng fa sekao se se lebelelang dipoelo tse di farologaneng se supa gore seemo sa tirelo se ka se ke sa dirisiwa go bonela pele boleng jwa tirelo ya badiri ba ba dirang kwa pele, mme go ka dirisiwa kgotsofalo ya badiri ba ba dirang kwa pele le boleng jwa tirelo ya ka fa gare, le gore boleng jwa tirelo ya ka fa gare bo ka dirisiwa thata. Go tswa mo diphitlhelelong tseno, go dirwa dikatlenegiso di le lesome go tokafatsa boleng jwa tirelo ya badiri ba ba dirang kwa pele mo bankeng ya badirisi / Business Management / M. Com. (Business Management)