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)

Abstract in English, Zulu and Sepedi / The purpose of this study was to determine the impact of capital structure on the profitability of the Land and Agricultural Development Bank of South Africa (Land Bank). Both theoretical and empirical literature were reviewed in order to guide the empirical investigation of this study. In particular, the theories of financial intermediation, credit creation and fractional reserve formed the basis of this study. The capital structure theories that were examined included the pecking order theory, trade-off theory and Modigliani-Miller leverage irrelevance theory. In the literature, it was observed that profitable companies prefer using internal funds over debt or equity. To test the stated hypothesis that there is no relationship between capital structure and bank profitability, a quantitative research design with a case study approach was used, with the Land Bank as the unit of analysis. Using time series data for the period 1982 to 2015, multiple regression using the ordinary least squares method was applied to test the specified models. Preliminary data analysis was performed using trend analysis, descriptive statistics and Pearson bivariate correlation analysis. The study demonstrated that the relationship between capital structure and bank profitability was positive and statistically significant at a 95% confidence level when using only equity. However, inclusion of debt in the capital structure showed that capital structure, proxied by the debt-to-equity ratio, resulted in a negative relationship between capital structure and bank profitability, albeit statistically insignificant. It was concluded that the Land Bank requires an injection of equity to improve its performance. Alternative low-cost sources of funding to debt should be considered. The results of the study have policy implications for the Land Bank, regulators and potential investors. / Injongo yalolu cwaningo kwabe kuwukucubungula nokuthola umthelela wesimozimali sebhizinisi ekungeneni kwenzuzo eBhange Lokuthuthukiswa Komhlaba Nezolimo laseNingizimu Afrika (iBhange Lomhlaba). Kokubili, imibhalo yethiyori kanye nemibhalo esuselwe emaqinisweni abonakalayo naphathekayo, yabuyekezwa ukuze ihole futhi ilawule uphenyo olugxile emaqinisweni abonakalayo naphathekayo oluqondene nalolu cwaningo. Amathiyori ayisisekelo salolu cwaningo, ikakhulukazi, kwaba yi-financial intermediation, credit creation kanye ne-fractional reserve. Lawo mathiyori esimozimali sebhizinisi acutshungulwa abandakanya i-pecking order theory, trade-off theory kanye ne-Modigliani-Miller leverage irrelevance theory. Emibhalweni eyacutshungulwa, kwabonakala ukuthi izinkampani ezinenzuzo zincamela ukusebenzisa izimali zangaphakathi kunokusebenzisa isikweletu noma izabelokulingana (equity). Ngenhloso yokuhlola ihayiphothesisi ethuliwe yokuthi abukho ubudlelwano phakathi kwesimozimali sebhizinisi kanye nokungena kwenzuzo ebhange, kwasetshenziswa idizayini yocwaningo olukhwantithethivu ehambisana nendlela yokusebenzisa ucwaningo lwesigameko egxile ekuhlaziyweni kweBhange Lomhlaba. Ngokusebenzisa i-time series data yesikhathi esisukela kowe-1982 kuyofinyelela kowezi-2015, kwalandelwa i-multiple regression ngokusebenzisa i-ordinary least squares method ukuhlola amamodeli achaziwe. Uhlaziyo lwedatha olwandulelayo lwenziwa ngokusebenzisa uhlaziyo lwezimonkambiso (trend analysis), izibalomanani ezichazayo (descriptive statistics) kanye ne-Pearson bivariate correlation analysis. Ucwaningo lwabonisa ukuthi bukhona ubudlelwano obuphawulekayo phakathi kwesimozimali sebhizinisi kanye nokungena kwenzuzo ebhange futhi idatha yabonisa ukuthembakala okusezingeni elingama-95% uma kusetshenziswa izabelokulingana kuphela. Kodwa-ke ukufakwa kwesikweletu kwisimozimali sebhizinisi kwabonisa ukuthi isimozimali sebhizinisi, ngokusekelwa yizinga-silinganiso phakathi kwesikweletu nezabelokulinganisa, kwaholela ekutheni bungabi khona ubudlelwano obuphawulekayo phakathi kwesimozimali sebhizinisi kanye nokungena kwenzuzo ebhange, nakuba idatha mayelana nalokhu yabonisa ukungathembakali okuthile. Kwafinyelelwa esiphethweni sokuthi iBhange Lomhlaba lidinga ukuthi kufakwe izabelokulingana ngenhloso yokwenza ngcono ukusebenza kwalo. Kumele kwenziwe imizamo yokuthola eminye imithombo yezimali ehlukile futhi engambi eqolo. Imiphumela yocwaningo inemithelela ethile ephathelene nezinqubomgomo eqondene neBhange Lomhlaba, abalawuli kanye nalabo okungenzeka babe nesifiso sokutshala izimali. / Morero wa thutelo ye e be e le go laetša khuetšo ya matlotlo a kgwebo go bokgoni bja go hwetša dipoelo bja Panka ya Tlhabollo ya Naga le tša Temo ya Afrika Borwa (Land Bank). Dingwalo tša ditlhalošo tša diteori le tšeo dithutelo tša peleng di di hweditšeng di sekasekilwe go fa tlhahlo go dipoelo tša dinyakišišo tšeo di dirilwego peleng tša thutelo ye. Gabotsebotse, diteori tša mokgwa wa dipanka wa go tšea tšhelete ye e bolokilwego tša e adimiša, mokgwa wa dipanka wa go hlola dikadimo ka bontši le tsheketšo ya palophatlo ya tšhelete di bopile motheo wa thutelo ye. Diteori tša matlotlo a kgwebo tšeo di lekotšwego di akareditše teori ya mokgwa wa go kgetha methopo ya kadimo ya ditšhelete, teori ya go lekanyetša ditheko le ditefelokholego le teori ya Modigliani-Miller ya go re mokgwa wa go diriša tšhelete ye e adimilwego go bona dipoelo ga o ame boleng bja khamphani. Ka go dingwalo, go lemogilwe gore dikhamphani tše di ka hwetšago dipoelo di kgetha go diriša matlole a ka gare go ena le dikoloto goba bokaalo bjo bo šalago ka morago ga go ntšha dikoloto Go leka kakanyo ye e filwego ya gore ga go na tswalano gare ga matlotlo a kgwebo le bokgoni bja panka bja go hwetša dipoelo, tlhako ya nyakišišo ya go hwetša dikarabo go batho ka bontši ka mokgwatebelelo wa nyakišišo ye e dirilwego ka ga tiragalo e dirišitšwe, ka Land Bank bjalo ka yuniti ya tshekatsheko. Ka go diriša datha go ya ka tatelano ye e itšeng ya nako ya paka ya 1982 go iša go 2015, tlhahlobo ya tswalano gare ga mabaka a mabedi goba go feta ka go diriša mokgwa wa go fokotša palo ya disekwere e dirišitšwe go leka mehlala ye e šupilwego. Tshekatsheko ya datha ya mathomo e phethagaditšwe ka go diriša tshekatsheko ya taolelopele ya seo se tla diregago ka ditšhelete, mokgwa wa go sekaseka dipalopalo le tshekatsheko ya Pearson ya dipalo tše pedi go bona tswalano ya tšona. Thutelo e laeditše gore tswalano gare ga matlotlo a kgwebo le bokgoni bja panka go hwetša dipoelo go bile le ditlamorago tše botse le dipoelo tše di ka bago nnete ka kemo ya kgonthišo ya 95% ge go dirišwa fela bokaalo bjo bo šalago ka morago ga go ntšha dikoloto. Le ge go le bjalo, kakaretšo ya sekoloto ka go matlotlo a kgwebo go bontšhitše gore matlotlo a kgwebo, ao a laeditšwego ka tekanyo ya palomoka ya dikoloto go bokaalo bjo bo šalago ka morago ga go ntšha dikoloto, e hlotše tswalano ye e sa letelwago gare ga matlotlo a kgwebo le bokgoni bja panka go hwetša dipoelo, le ge e ka ba dipoelo tše di ka bago nnete. Go phethilwe ka go re Land Bank e nyaka koketšo ya bokaalo bjo bo šalago ka morago ga go ntšha dikoloto go kaonafatša tiro ye e swanetšwego go dirwa. Methopo ye mengwe ya tswala ya fase go dikoloto e swanetšwe go lebelelwa. Dipoelo tša thutelo di na le ditlamorago tša Molaotshepetšo wa Land Bank, balaodi le babeeletši ba ka moso. / Finance, Risk Management and Banking / M. Com. (Finance)