Tourism is globally rated as the World's biggest industry by gross domestic product. In South Africa it is hoped that the tourism industry will show growth that will positively affect the economy of the country. In particular, as tourism is noted as a labour intensive industry, it is expected that growth in this sector will create many jobs. In order to support this growth this study examines the need for tourism tertiary education and in particular how the use of soft systems methodologies is able to guide the management team of a tertiary institution as it re-examines the responses of the institution to influences that surround tertiary tourism education. The problem of tertiary tourism education proves to be particularly complex and unstructured in that it requires the coordination of many traditional disciplines that are each able to contribute elements to the study of tourism. Stemming from conventional scientific method a tradition of isolationism has evolved whereby individual elements of the tourism system operate independently with little interaction with other elements. Systems thinking recognises the interdependence and interrelatedness of all the elements in a system not least human elements. Although traditionally excluded from study, the subjective values and beliefs of people are actively solicited by systems thinkers who propose that only by embracing these beliefs, in a value full inquiry, is it possible to establish a self learning and self modifying education system suited to the changing demands of a turbulent industry such as tourism. The primary purpose of this work is to use systems thinking to build and implement a framework for improvement by restructuring tourism education in a large tertiary institution. The research intends to plot the course of change and organisational learning as the tertiary institution endeavours to re-align itself to the ever changing requirements of its customers. The dissertation does not seek, nor does it find, a neat packaged solution to the messy problem of tertiary tourism education in KwaZulu-Natal. This is not in the nature of soft systems thinking, which is about inquiry and better ways of seeing, and not primarily about proving or disproving hypotheses. / Thesis (M.Com.)-University of Natal, Durban, 1999.

Abstract not available. / Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2005.

The economic crisis of 2007 has had debilitating effects on the global economy, affecting GDP growth, unemployment and trade to name a few. In response to these economic effects, numerous policy interventions were implemented. There are various existing time-series methods available to determine better estimates of GDP growth rates, one of which is Stein’s Paradox which uses observed averages to estimate unobservable quantities which are closer to the true unknown GDP growth rates or theta (θ) in order to determine better growth rates post the economic crisis. The resulting James-Stein estimator (z) is said to be better than the arithmetic average, and thus a closer approximation to the true GDP growth rates which are unobservable. This dissertation analyses the effects of the 2008 financial crisis on the global economy, with specific reference to South Africa and America, and their corresponding policy interventions to determine the growth trajectory after the crisis. The main objective is to determine if better estimates of GDP growth can be calculated using Stein’s Paradox, across a sample of 30 countries, using quarterly GDP growth for the period 2005 to 2008. Annual GDP data was also used for the period 2009-2011, and future GDP growth rates were forecasted for the period 2012 to 2016. To reinforce the Stein’s Paradox, the Monte Carlo study is undertaken. It is used to determine how the James-Stein estimates perform under different conditions using a common c or unique c, and to determine which condition will provide more accurate GDP growth rates (Muthen. 2002). Analysis of time series data across a sample of 30 countries using Stein’s Paradox provided better estimates of GDP growth rates than the individual average growth rates for each country based on the lower standard deviation and total squared error of estimation achieved. This shows that the results are closer to theta and have a smaller amount of error, particularly when a common c was used. The Monte Carlo results indicate that better GDP growth rates are achieved when using a common c instead of a unique c given that a smaller standard deviation and variance is derived. Therefore the Monte Carlo study aims to reinforce or verify Stein’s Paradox. The study also indicates that emerging and developing countries seem to be the driving forces of growth in the future, while developed countries seem to be lagging behind. / Thesis (M.Com.)-University of KwaZulu-Natal, Pietermaritzburg, 2013.

The South African taxi industry is a fast-growing industry and greatly contributes to the GDP growth of the country. While it also contributes to the decrease of unemployment problem in the country, it does very little to compensate its employees, the taxi drivers. A large body of research has been done on the taxi industry regarding its growth and future development such as recapitalization, and SANTACOs initiatives at introducing a much affordable Airline. However, little research has been done concerning the financial challenges facing taxi drivers in South Africa, especially in Umbumbulu, South of Durban, KwaZulu-Natal. This is the gap this dissertation is attempting to fill in. The purpose of this dissertation is to enhance understanding of how taxi drivers fare in this fast growing informal economy, namely, the taxi industry, by investigating their financial management practices. Through the utilization of, questionnaires, indepth interviews and ethnographic approach, a model will be developed to describe, firstly, how financial management practices are carried out to facilitate the fulfillment of specific life goals of these taxi drivers and secondly, discuss how these practices translate to financial management. For the purpose of this study a questionnaire was used to investigate the financial management practices of taxi drivers in Umbumbulu. 27 owners and drivers were interviewed during their loading intervals when they were not busy. The study revealed that the Umbumbulu Taxi Rank drivers face huge financial difficulties which are due to different reasons. The challenges have been found to not only affect them but also their families. The conclusion drawn from the results was that even though taxi drivers face these problems they are able to deal with them through different strategies, such as, saving money through Stokvel and savings accounts. / Thesis (M.Com.)-University of KwaZulu-Natal, Durban, 2012.

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.

The aim of this study is to focus on how the Vulindlela Community benefited from water supplied to them through DWAF and Umgeni Water funding with emphasis on the sustainability of the project. The study also aims to find out from Vulindlela Community whether the scheme met its objectives. The sample consists of 2 888 respondents from Vulindlela area. The measuring instruments used are the interviews and questionnaire constructed by the researcher. The results of this study indicate that all the objectives of the scheme were met and that the community especially women, unemployed men and local contractors all benefited from the project. The issue of sustainability of the scheme is the real problem. The community (Branch Officers, local plumbers, meter readers and committees) has been trained in handling water related issues but the community has not accepted the ownership of the scheme. If the ownership of the scheme is lacking, there will be problems throughout. The non-payment of water used by the community will continue to be a problem if the community itself does not take the ownership of running and maintaining it. The community needs to be empowered and be trained on the operation and maintenance (OM cost recoveries and the tariff structure. The results also indicate that the community understands the free water policy and that most of them are using less than 6 kilolitres per month. The willingness to pay from the community is low, to such an extent that most of the households are due for disconnections or restriction. This is supported by the fact that most of them are earning less than RI 000 - 00 per month and in some households the bread winner is an elderly person who is dependent on government grants. The 6 kilolitre free water is not sustainable under the conditions, which this community find themselves in. There are challenges facing the scheme and these are discussed under Chapter 5. Since some limitations of this study were found, the results must be interpreted with caution and one should be cautious in applying them. / Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2005.

This research set out to ascertain whether the employers of domestic workers within the Msunduzi Area do comply with the requirements of Sectoral Determination 7: Domestic Worker Sector. For domestic workers who were exploited during the apartheid era, this determination was perceived as a mechanism that would liberate them (Department of Labour, 2005, p.7). Trade unions use collective bargaining as a tool to fight for employee rights. Domestic workers are unionised, but their trade unions are not as powerful as their counterparts in the private sector (Department of Labour, 2005, p.7). According to Huber (2001, p.20), one of the reasons domestic workers were excluded from most labour laws was the belief that it would be difficult to check whether or not each individual employer complied with the laws. This problem still exists and needs to be solved. Government laws were meant to protect vulnerable workers from exploitation (mainly farm and domestic workers), but what is actually happening is that, rather than protecting employees from exploitation, they serve as corrective action. They are only implemented when there is a case between an employee and the employer. The government has a responsibility to protect vulnerable employees such as domestic and farm workers. The mechanism instituted by the government to protect domestic workers was through the promulgation of Sectoral Determination 7: Domestic Service Sector, which lays down minimum working conditions for domestic workers (Department of Labour, 2005, p.9). The main aim was to alleviate exploitation of domestic workers by the employers due to the power imbalance between these two parties (Department of Labour, 2005, p.9). This study compares what the employer offers to an employee in terms of wages, working hours, meal intervals and leave. From the observation of the research, little research has been done on the compliance or non-compliance with Sectoral Determination 7: Domestic Service Sector, within the Msunduzi Region. The outcome of the findings from this research were that the minimum salary for those employees who work more than five days are R727,60 instead of R861,90 and for those domestic workers who work for five days a week it is an average of R528,93 instead of R567, 79. The results indicated that many of the standards set down by the government are clearly not being met by the employers of domestic workers, for example minimum wages are not being paid and maximum hours are being exceeded. The determination stipulated that the maximum hours that should be worked a week is 45 hours and a maximum of nine hours per day; this was not in line with the standards, seeing that the average amount of time worked per week by respondents was 46.9 hours and 9.3 hours per day. As far as meals are concerned Sectoral Determination 7: Domestic Worker Sector, indicated that the standard should be an hour meal interval for every five hours worked. Respondents from this study disagreed that they were given an hour-long lunch time and reflected that the average time taken for meals was only 30 minutes. Finally, domestic workers need to have annual leave of 21 consecutive days (Department of Labour, 2005, p.9). This standard was not being met, as the average number of days being given for annual leave is 16.5 days. Maternity leave should be given as four consecutive months for domestic workers. It was found that 89,3% of domestic workers were given maternity leave of less than the stipulated four consecutive months. Domestic workers should be given five days' leave for family responsibility (Department of Labour, 2005, p.9). The respondents indicated that this was not adhered to, as the average number of days being given to the domestic workers for family responsibility was 1.4 days. Only 13,8% of domestic workers were granted five days' family responsibility leave and approximately 67,6% received less than five days for family responsibility leave. The study recommended that there should be some kind of government policy of doing consistent spot checks in different areas in the Msunduzi Area and possibly the rest of the country. This will require the Department of Labour to increase its manpower. More labour inspectors will be needed to ensure that this whole area is sufficiently monitored. The study revealed that union officials need to devise means and ways of coming into contact with domestic workers. Employers were expected to have a copy of Sectoral Determination 7: Domestic Service Sector available, within easy access of domestic workers. / Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.

This study explores the role of the service partner in service learning. The reason for choosing this topic is its relevance to one emerging model of service learning in South Africa (that of a three-fold partnership approach), as well as its relevance to my own life and work in the "service sector". Given my own passionate engagement with service learning since 1999, and my participation in the CHESP programme as a service partner, I chose to use a process of modified heuristic inquiry for my research. This approach acknowledges the experience of the researcher as an integral (if not central) part of the research, and allows the voice of the researcher to be heard clearly throughout the unfolding research process. It also allows the voices of others who have an intimate involvement with the research topic to be heard, hence my engagement with others through both individual and focus group interviews. Heuristic inquiry also encourages the presentation of findings in the form of a "creative synthesis", which may take different (usually artistic) forms. For the synthesis of my findings, I created a palimpsest, a painting in mixed media which incorporates the dimensions of both space and time, thus allowing me to express visually my emerging understandings of the role of the service partner over the course of my engagement in the CHESP programme. The creation of the palimpsest also allowed me to engage with an aesthetic way of knowing. Central to the presentation of my findings (in both visual and narrative form), has been the idea of "new ways of knowing", initially brought to my attention by Richard Bawden during the CHESP Leadership Capacity Building Programme (LCBP). I have drawn extensively on the four types of knowing presented during the LCBP: propositional; practical; experiential; and inspirational, and have related these to my deepening understanding of the role of the service partner and associated questions. In the final chapter I suggest ways in which service partners may better prepare themselves to play a more meaningful role in both service learning and in the facilitation of services, and briefly consider my own future role in service learning. / Thesis (M.Com.)-University of KwaZulu-Natal, Durban, 2004.