Dissertation submitted in fulfillment of the requirement for the Masters Degree in Technology: Marketing, Durban University of Technology, 2011. / The aim of this study was to investigate customer service quality at DUT. The objectives were: to identify students’ expectations of service quality in sport at the DUT; to determine students’ perceptions of the service quality in sport at DUT; to determine the gap between expectations and perceptions; and to analyse the relationship between selected biographical characteristics and expectations and perceptions of students, using a questionnaire developed from the SERVQUAL instrument. A total of 400 students have completed the survey during the period May 2010 to June 2010. Data were analysed using descriptive and inferential statistical techniques. Several service quality dimensions were identified and as expected, students’ experiences of service delivery fell short of their expectations particularly for the dimension. All the service quality dimensions in the students’ surveys of sport at the DUT contain negative mean gap scores. From these findings the Sports department at the DUT can identify more specifically the failures in its service quality and seek to improve upon them. Service quality dimensions that are deemed to be good predictors of service quality for students of the DUT sport offering have been related to factors such as the “Tangibility”, Reliability”, “Responsiveness”, “Assurance” and “Empathy. It can be observed that all these dimensions have highly negative mean gap scores. Consequently, the Durban University of Technology will have to address these dimensions more precisely in its attempt to improve its service quality, especially the “Reliability” Dimension, which has emerged as the most important service quality predictor.

Thesis (MBA)--Stellenbosch University, 2001. / ENGLISH ABSTRACT: Online sport ventures seem promising and sure of success, if one considers reports on the success of on-line sport ventures and the size of the market such a venture attracts. These reports however, relate mostly to the United States and are based on a number of assumptions which might not ring true in the South African environment. Further investigation is required before committing resources to an Internet sport venture in South Africa. In this thesis the viability of such a business venture in South Africa is tested according to a well-structured model. The literature study reflects investigation into some specific Internet Business Drivers as identified, which can be related to sport in South Africa as well as investigation into typical problems faced by Internet Business Ventures. The Sports Information and Science Agency (1998) commissioned research to evaluate the impact of sport on the South African economy. Eskom (2000) commissioned research to analyse the lifestyle of South Africans in general. This useful information as well as other research will also be analysed and discussed regarding relevance to an Internet Sport Venture. The Venture Opportunity Screening Guide (Timmons, 1999: 117-156) provides a structured model to evaluate the viability of business ventures taking all available aspects into account. The model is based on a number of screening criteria used by venture capitalists, entrepreneurs and investors to screen business ventures. This model will be used as the foundation of this thesis to research a final conclusion on the viability of an Internet Sport Venture in South Africa. / AFRIKAANSE OPSOMMING: Dit lyk asof Internet Sport ondernemings baie potensiaal het. Dit lyk asof die meeste verslae wat handel oor sulke ondernemings verwys na suksesse in Amerika. Die gevolgtrekkings gemaak geld nie noodwendig vir Suid Afrika nie. Verdere ondersoeke is noodsaaklik voordat die navorsing as toepaslik tot die Suid Afrikaanse milieu geïdentifiseer kan word. Die lewensvatbaarheid van 'n soortgelyke onderneming in Suid Afrika word in hierdie tesis ondersoek deur middel van 'n goed gestruktureerde model. Die literatuurstudie som navorsing in verband met spesifieke toonaangewende Internet ondernemings op, wat van toepassing is op die Suid Afrikaanse situasie. Tipiese probleme ondervind deur Internet ondernemings word ook bespreek. Navorsing in verband met die uitwerking van sport op die Suid-Afrikaanse ekonomie is aangevra deur Die Sport Informasie en Wetenskap Agentskap (1998). Navorsing aangaande die lewenstyl van Suid-Afrikaners is ook aangevra deur Eskom (2000). Data van hierdie en soortgelyke navorsing word geanaliseer en bespreek om die impak daarvan op 'n Suid Afrikaanse Internet Sport Onderneming te ondersoek. Die "Venture Opportunity Screening Guide" (Timmons, 1999: 117-156) verskaf 'n gestruktureerde model om die potensiaal van besigheids-geleenthede te ondersoek. Die model is gebaseer op die evaluerings-kriteria wat gebruik word deur finansiers, entrepeneurs, en beleggers om die potensiaal van geleenthede te ondersoek. Die model sal dien as basis van die ondersoek in hierdie tesis waarvan 'n finale slotsom in verband met die potensiaal van sodanige onderneming gemaak kan word.

Thesis (MScSportSc)--Stellenbosch University, 2002. / ENGLISH ABSTRACT: Today white South Africans take their sport very seriously and at the tum of the nineteenth century this was no different. The key difference however was that a war had erupted between the two Boer Republics (Orange Free State and the Transvaal) and Britain. The Anglo-Boer War of 1899-1902 was fought for the supremacy of South Africa at a time when sport was still developing within the country and like other facets of its culture, it too became entwined within a conflict that was to effect the whole future of Southern Africa. This socio-historical study is an attempt to explore sport during this era and how it impinged upon the relationship between Boer and Briton. A pivotal period in South African history, the account will trace the background and nature of the Anglo-Boer conflict and how a passion for sport was shared by both sides throughout and beyond the hostilities. Britain had indeed introduced its sporting codes to South Africa prior to the war and cricket and rugby in particular were already established within its towns and cities. The origins of both sports will be examined here including the significance of the first tours which took place between South Africa and Britain during this time. The majority of research for this study has been completed in South Africa, predominately within the Western Cape but also during spells in the Free State and Gauteng. Visits have also been made to various sources in the UK including Twickenham and Lords. Whilst published work has been used, concerted efforts have been made throughout to include data obtained from primary sources. The descriptive nature of the work has also necessitated the employment of qualitative methods of analysis with data gathered from archive and literary sources selectively underpinned with information from a number of interviews. / AFRIKAANSE OPSOMMING: Suid-Afrikaanse Blankes is vandag baie ernstig oor hul sport en aan die einde van die negentiende eeu was dit ook nie anders nie. Die belangrikste verskil was egter dat 'n oorlog uitgebreek het tussen die Boererepublieke (Oranje-Vrystaat en die Transvaal) en Brittanje. Die Anglo-Boereoorlog van 1899-1902 is geveg vir die oppergesag van Suid-Afrika toe sport, net soos baie ander fasette van die kultuur, steeds besig was om te ontwikkel in die land. Dit het deel geword van 'n konflik wat die hele toekoms van Suidelike Afrika sou raak. Hierdie sosio-kulturele studie is 'n poging om sport tydens hierdie era te verken en hoe dit die verhouding tussen Boer en Brit beïnvloed het. Hierdie was 'n deurslaggewende periode in die Suid-Afrikaanse geskiedenis en die studie sal die agtergrond en aard van die Anglo-Boerekonflik navors en toon hoe 'n passie vir sport gedeel is deur beide partye ten spyte van al die vyandigheid. Brittanje het inderdaad voor die oorlog sy sportkodes na Suid-Afrika gebring en veral krieket en rugby was alreeds gevestig in die stede. Die oorsprong van beide sportsoorte sal hier bestudeer word, insluitend hoe belangrik die eerste toere was wat in hierdie tyd tussen Suid-Afrika en Brittanje plaasgevind het. Die meeste navorsing vir hierdie studie is in Suid-Afrika gedoen, hoofsaaklik in die Wes- Kaap, maar ook, met tye, in die Vrystaat en Gauteng. Besoeke is ook afgelê in verskeie plekke in die Verenigde Koninkryke, bv. Twickenham en Lords. Terwyl van sekondêre bronne gebruik gemaak is, is daar deurgaans nougeset te werk gegaan om primêre bronne te ontsluit. Die beskrywende aard van die werk het ook die gebruik van kwalitatiewe metode van analise van data genoodsaak. Hierdie data is versamel vanuit argivale en literêre bronne wat goed ondersteun is deur inligting verkry uit 'n aantalonderhoude. iv

Racism in sport has progressed from being blatant during Apartheid to being subtler in the 'New South Africa'. Using discourse analysis, this thesis focuses on how subtle racism reveals itself through the 'development' programme in rugby. 'Development' players are constructed as racially inferior to white rugby players. The white institution of rugby is portrayed as a philanthropic organisation whose aim is to 'help' 'development' players raise their levels of skill. In this way, white rugby is constructed as being non-racist. By locating 'development' subjects as being inferior, and disguising this with philanthropy, the 'development' programme serves to reproduce the oppressive power relations between whites and blacks involved in rugby as it was during Apartheid. / Thesis (M.Soc.Sci.)-University of Natal, Pietermaritzburg, 1999.

A survey research design was employed to explore the relationship between negative addiction to running and running commitment, through the construct of running enjoyment, amongst black, Zulu-speaking runners. Translated versions of the Biographical Information Questionnaire (Leask, 1997), Negative Addiction Scale (Hailey & Bailey, 1982), and Running Enjoyment Questionnaire (Basson & Macpherson, 1998) were administered to an opportunity sample of 79 Zulu-speaking runners, drawn from athletic clubs in the Durban and Pietermaritzburg regions of KwaZulu-Natal. On the basis of their negative addiction scale scores, runners were assigned to either a high (n = 23), moderate (n= 35), or low addiction group (n= 21). Multiple correlation analyses, parametric and nonparametric analysis of variance procedures, factor . analyses, and multiple regression procedures were used to examine the relationship between running dependence, the four sources of running enjoyment, and demographic variables. Significant relationships were found between running dependence and all four sources of running enjoyment. Further, the length of running history , the importance given to running by the participant, perceived fitness levels, and the number of Comrades marathons run were shown to play a role in both running dependence and commitment processes. For Zulu-speaking runners, both intrinsic and achievement running enjoyment sources were found to be more motivating than either extrinsic or nonachievement factors. Extrinsic and achievement factors were found to be more motivating for Zulu-speaking runners compared to Macpherson's (1998) sample of white runners. These results were discussed with reference to the literature on running dependence, running commitment, and cultural influences on motivation. / Thesis (M.Soc.Sc.)-University of Natal, Pietermaritzburg, 2000.

Afrikaans language thesis. Abstract in Afrikaans and English. / Many learners in rural primary schools do not use the opportunities which exist or which are being created by schools to participate in sport. As learners grow older and proceed through school, a tendency of diminishing numbers of sports participants is being observed. These are not necessarily learners who do not have any talent or sporting ability, they simply do not participate. This study is focused on the reasons and problems why specifically grade seven learners of rural schools do not participate or have dwindling participating numbers. The study does not only focus on participation but also on effective participation. A thorough literature review has revealed that there are mainly three obstacles, namely: interest, embedded constraints and structural obstacles. Research has revealed several problems why learners do not participate in sport or physical activity. This supports the reasons for the diminishing number of participants which was found in the study. The literature also shows that knowledge of sport is needed for effective participation. Questionnaires were used to gather information from grade seven learners, teachers and school principals. The research period was from July to September 2009. The questionnaires were handled personally by the researcher to ensure a consistent approach. The data from the questionnaires were analysed through the use of tables. This study confirmed three main obstacles which were mentioned earlier as the reasons for the diminishing numbers of sport participants. The interest in sport is dwindling because learners indicated that they just don't like sport and that they do not enjoy it. With regard to the embedded constraints learners indicated that they are physically not always able because of a lack of potential and ability. The structural obstacles were the most common factors, such as time constraints, domestic and family responsibilities, finances and transport. Recommendations regarding this study are set out in Chapter Five.

M.Phil. (Sport Management) / The purpose of this study was to investigate the management of cricket coaching programmes at u/19 level in the Gauteng Province. Specifically, this study attempted to determine the current situation regarding management of coaching programmes and the delivery of in-school driven programmes in the province. Data was collected from schools offering cricket as a sport from both the Gauteng Lions and Northerns Cricket Union franchises. There were 10 schools in the Northerns franchise and 14 first-team players from these schools were selected as respondents. There were 10 schools in the Gauteng Lions franchise and 14 first-team players from these schools were selected as respondents. The managers and coaches were selected to respond to a questionnaire as their portfolios make them the foremost sources of information regarding programmes, and they could locate records containing relevant information. Executive committee members from the boards of Gauteng Lions and Northerns Cricket Union were also questionnaire respondents as their primary role is the implementation of policies. Chairpersons of the high schools committees were also respondents and an official from Cricket South Africa (CSA) participated. A total of 324 (n=324) questionnaires were distributed 162 (n=162) to the Gauteng Lions franchise and 162 (n=162) to the Northerns franchise. One questionnaire was sent to CSA, making a grand total of 325 (n=325) questionnaires. From the 162 questionnaires submitted to Northerns, only 111 (n=111) respondents returned their questionnaires; these 111 participants comprised of white (n=70), black (n=25), coloured (n=10), indians (n=2) and chinese (n=4). From the 162 questionnaires submitted to the Gauteng Lions franchise (162), the 96 respondents who returned their questionnaires were white (n=44), black (n=30), coloured (n=12), indians (n=9) and 1 chinese (n=1). The results revealed that the majority of players involved in u/19 programmes come from the white population group. The results revealed that the Gauteng Lions participate in inter-provincial weeks with a very small number of players that have caps at u/19 level (5.2%) and this reduces their chances of being selected to represent the SA u/19 team. Both franchises indicated financial challenges, but the Gauteng Lions have even bigger challenges ...

M.A. (Fundamental Communications) / This research study investigated different practices defining and yet differentiating soccer supporters in various parts of Johannesburg. It highlights the major converging and diverging practices of the fanatics when communicating within the same and with different groups, publicly united by the objective of watching soccer. Participant observations and in-depth interviews were the two major techniques used to gather data which was thematically and comparatively analysed. While the foundational goal of the research were significant communication practices amongst soccer fans, findings from the study were more skewed towards diversity in socio-cultural attributes as evident amongst the fans the researcher engaged with. These were encountered at public places where soccer lovers from the north, south and central Johannesburg get together. There were Zambian, Zimbabwean and the dominant South African amongst the different groups of soccer fans. There were men and women speaking the English language in diverse accents with some even seeking pardon for diluting it with their native languages. Soccer teams that they support such as Kaizer Chiefs, Orlando Pirates and Mamelodi Sundowns from South Africa, as well as English and Spanish teams in Liverpool and Barcelona respectively, all exemplified multiplicity. The neighbourhood, within which each PVA is located, where individuals converge at Maponya Mall, Rosebank Bowling Club, Joubert City Park, Dollars Pub & Restaurant in Berea, and Mbanjwa.s Place in Naturena, south of Johannesburg, also determined the kinds of fans the researcher encountered, and the way they converged and/or diverged in their communication.

Dissertation submitted in fulfillment of the requirement for the Masters Degree in Technology: Marketing, Durban University of Technology, 2011. / The aim of this study was to investigate customer service quality at DUT. The objectives were: to identify students’ expectations of service quality in sport at the DUT; to determine students’ perceptions of the service quality in sport at DUT; to determine the gap between expectations and perceptions; and to analyse the relationship between selected biographical characteristics and expectations and perceptions of students, using a questionnaire developed from the SERVQUAL instrument. A total of 400 students have completed the survey during the period May 2010 to June 2010. Data were analysed using descriptive and inferential statistical techniques. Several service quality dimensions were identified and as expected, students’ experiences of service delivery fell short of their expectations particularly for the dimension. All the service quality dimensions in the students’ surveys of sport at the DUT contain negative mean gap scores. From these findings the Sports department at the DUT can identify more specifically the failures in its service quality and seek to improve upon them. Service quality dimensions that are deemed to be good predictors of service quality for students of the DUT sport offering have been related to factors such as the “Tangibility”, Reliability”, “Responsiveness”, “Assurance” and “Empathy. It can be observed that all these dimensions have highly negative mean gap scores. Consequently, the Durban University of Technology will have to address these dimensions more precisely in its attempt to improve its service quality, especially the “Reliability” Dimension, which has emerged as the most important service quality predictor. / M

Abstracts in English and Southern Sotho / The past five decades have seen the global emergence and growth of monitoring and evaluation (M&E), which has since become a crucial feature and tool in modern-day programme management. The South African government has in recent years embraced M&E in the South African public service, in order to influence and accelerate the achievement of government’s objectives and mandates. M&E is predominantly implemented in South African public institutions to promote effectiveness and efficiency in public service delivery. It is also used to promote transparency in decision-making, spending of public funds, and good governance, by ensuring that all protocols are observed. M&E also assists the government in tracking the progress of its programmes and policies. M&E is a relatively new practice in South Africa, and it is complex and skills intensive, making it challenging to implement. In most cases, poor coordination and management of M&E contribute greatly to poor M&E performance in South Africa. The policy environment is to some extent supportive of M&E in South Africa, as there are various policy documents developed around M&E. The government is actively engaged in the development of M&E policies and trying to find ways to make them work. The focus of this study was to investigate the effectiveness of monitoring and evaluation activities at the Gauteng Department of Sport, Arts, Culture, and Recreation (GDSACR). The literature section outlined the theoretical framework and the application of monitoring and evaluation both locally and globally. The empirical research explored how M&E is implemented at GDSACR, and how it assists GDSACR in achieving its strategic objectives. The empirical study further investigated how M&E contributes towards the achievement of social cohesion and nation-building at GDSACR. The research links the existing M&E theories to practical implementation of M&E at GDSACR, moreover, establishes intricacies of implementing M&E in public institutions with multiple policies and projects. The dissertation provides an opportunity for GDSACR to revisit its M&E practices and move in a direction in which M&E is the cornerstone of project management at GDSACR. Furthermore, the study further calls for adoption of M&E as a means to learning, and promotion of transparent and accountable governance which reflects in the service delivery standards and good practices to further promote the government agenda of accelerated service delivery. / Mengwagasome ye mehlano ye e fetilego go bile le go tšwelela le kgolo lefaseng ka bophara ga tlhokomedišišo le tshekatsheko (M&E), tšeo di fetogilego setlabelo le sedirišwa se bohlokwa ka taolong ya mananeo ya sebjalebjale. Mmušo wa Afrika Borwa mo mengwageng ye e sa tšwago go feta o amogetše M&E ka Tirelong ya Setšhaba ya Afrika Borwa, ka nepo ya go huetša le go akgofiša phihlelelo ya maikemišetšo le dithomelo tša mmušo. M&E e dirišwa kudu ka dihlongweng tša mmušo tša Afrika borwa ka nepo ya go tšwetša pele go šoma gabotse le ka fao go hlokago mathata ka kabong ya ditirelo tša setšhaba. E šomišwa gape go tšwetša pele go hloka sephiri ka go tšeyeng ga dipheto, ka go šomišeng ga ditšhelete tša setšhaba, le ka pušong ye kaone, ka go netefatša gore ditshepedišo ka moka di a obamelwa. M&E e thuša gape mmušo go latišiša tshepedišo ya mananeo le melawana ya yona. M&E ke mokgwa o moswa ka Afrika Borwa, ebile e hlakahlakane ebile e nyaka bokgoni bjo bogolo, gomme se se dira gore go be boima go e phethagatša. Mabakeng a mantši, kgokaganyo le taolo ye e fokolago ya M&E di na le seabe se segolo go go šoma gampe ga M&E ka Afrika Borwa. Seemo sa melawana se thekga M&E ka Afrika Borwa. Mmušo o gare ka go ngwala melaotshepedišo ya M&E ebile o leka go hwetša ditsela tša go dira gore e šome. Nepišo ya dinyakišišo tše e bile go nyakišiša go šoma gabotse ga ditiro tša tlhokomedišišo le tshekatsheko ka Kgorong ya Dipapadi, Bokgabo, Setšo le Boitapološo ya Gauteng (GDSACR). Dinyakišišo di dirišitše mekgwa ye e hlakantšwego. Karolo ya tshekatsheko ya dingwalwa e akareditše tlhako ya teori le tirišo ya tlhokomedišišo le tshekatsheko go bobedi ka nageng le lefaseng ka bophara. Dinyakišišo tša go diriša bohlatse di utollotše ka fao M&E e phethagatšwago ka GDSACR, le ka fao e thušago GDSACR go fihlelela maikemišetšo a yona a togamaano. Dinyakišišo tša go diriša bohlatse di tšwetše pele go nyakišiša ka fao M&E e nago le seabe ka phihlelelo ya tirišano ya setšhaba le kago ya setšhaba ka go GDSACR. Monyakišiši o dirišitše mokgwa wa go botšiša dipotšišo ka sewelo ka nepo ya go utolla maikutlo le ditiro tša M&E ka gare ga kgoro. Dinyakišišo di utollotše gore maemo M&E ka go GDSACR ga a kgahliše ebile a hloka go kaonafatšwa. Dinyakišišo di tšwetše pele go utolla gore M&E ga e šomišwa kudu ka fao go swanetšego. / Public Administration and Management / M. Admin. (Public Administration and Management)