Angling as a sport and recreational activity attracts millions of participants worldwide, making it the most popular pastime on the planet. Freshwater bank anglers in South Africa account for approximately 60% of the angling community and contribute billions to the economy. The freshwater bank angling industry as such is largely informal, with the exception of the small organised angling section. The technical aspects of angling receive an abundance of covering in magazines and increases in popularity through the electronic media. This study focuses on lesser known aspects regarding the angling industry stakeholders and put the activities of South African freshwater bank anglers in perspective. Valuable information was gathered describing the socio-economic profile and various preferences and habits of anglers. The information should form the basis of future studies to formalise the freshwater bank angling industry. A general and mutual concern among stakeholders for the future sustainability of freshwater angling was identified. The apparent lack of enforcing angling and environmental legislation was singled out as a serious shortcoming in protecting the interests of stakeholders. The study calls for organised angling to engage all stakeholders in a national strategy for developing the structures and creating the momentum to promote and grow this undervalued industry to its potential. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2011.

The general body of academic knowledge on the commercial development of smaller towns is in its infancy. Yet its inherent potential is well perceived from a development and market perspective. Shopping centre development could have an important function in getting products and services to the marketplace in an economical way. Furthermore, it could have a very significant socio-economic impact in the central business district (CBD). Although such a shopping centre will surely create new businesses, employment and production opportunities for local businesses it is of importance to first determine the financial viability and impact of the new development on existing businesses. Developers and researchers often approach the subject of shopping centre development from different perspectives. The research output is often of limited impact as the critical link between demographical analysis and financial viability is not made. Researchers are usually excluded from the physical establishment, rental structures, tenant mix, design, cost of construction, return on investment, funding and future management of the proposed new shopping centre project. Linking demographic assessment and financial viability is a critical output of this study. Bethlehem and its district are quite unique in a number of ways, especially regarding the presence of a large farming community. Bethlehem provides goods and services to residents of Bethlehem, Clarens, Kestell, Harrismith, Heilbron, Paul Roux, Petrus Steyn, Reitz, Senekal and Warden. The main shopping activity occurs in the CBD of Bethlehem and its surrounding areas. Bethlehem only has one major shopping centre (the Metropolitan Centre) that provides goods and services for the people in the surrounding area. This causes an over concentration in the CBD and too much traffic in an already limited space. There is a high need for Bethlehem to provide a bigger shopping centre for the citizens of the town, as well as the surrounding areas. This study investigates the need for a new shopping centre in Bethlehem and will determine whether a new shopping centre will be viable within the area The empirical study revealed that approximately half of the respondents are not satisfied with the current shopping centres in Bethlehem. A greater amount of respondents felt that the shopping centres do not offer enough parking. The study revealed that, from a consumer point of view, there is definitely a need for a new shopping centre in Bethlehem and that there is a gap of approximately 12 892m² GLA (Gross leasable area). However, this was determined before the opening of the new Dihlabeng Mall. The Dihlabeng Mall occupies 24 142m², therefore an oversupply is already taken place. / MArt et Scien (Urban and Regional Planning), North-West University, Potchefstroom Campus, 2013

The general body of academic knowledge on the commercial development of smaller towns is in its infancy. Yet its inherent potential is well perceived from a development and market perspective. Shopping centre development could have an important function in getting products and services to the marketplace in an economical way. Furthermore, it could have a very significant socio-economic impact in the central business district (CBD). Although such a shopping centre will surely create new businesses, employment and production opportunities for local businesses it is of importance to first determine the financial viability and impact of the new development on existing businesses. Developers and researchers often approach the subject of shopping centre development from different perspectives. The research output is often of limited impact as the critical link between demographical analysis and financial viability is not made. Researchers are usually excluded from the physical establishment, rental structures, tenant mix, design, cost of construction, return on investment, funding and future management of the proposed new shopping centre project. Linking demographic assessment and financial viability is a critical output of this study. Bethlehem and its district are quite unique in a number of ways, especially regarding the presence of a large farming community. Bethlehem provides goods and services to residents of Bethlehem, Clarens, Kestell, Harrismith, Heilbron, Paul Roux, Petrus Steyn, Reitz, Senekal and Warden. The main shopping activity occurs in the CBD of Bethlehem and its surrounding areas. Bethlehem only has one major shopping centre (the Metropolitan Centre) that provides goods and services for the people in the surrounding area. This causes an over concentration in the CBD and too much traffic in an already limited space. There is a high need for Bethlehem to provide a bigger shopping centre for the citizens of the town, as well as the surrounding areas. This study investigates the need for a new shopping centre in Bethlehem and will determine whether a new shopping centre will be viable within the area The empirical study revealed that approximately half of the respondents are not satisfied with the current shopping centres in Bethlehem. A greater amount of respondents felt that the shopping centres do not offer enough parking. The study revealed that, from a consumer point of view, there is definitely a need for a new shopping centre in Bethlehem and that there is a gap of approximately 12 892m² GLA (Gross leasable area). However, this was determined before the opening of the new Dihlabeng Mall. The Dihlabeng Mall occupies 24 142m², therefore an oversupply is already taken place. / MArt et Scien (Urban and Regional Planning), North-West University, Potchefstroom Campus, 2013

The purpose of this study was to make a contribution towards decision–making in complex environmental problems, especially where data is limited and associated with a high degree of uncertainty. As a young scientist, I understood the value of science as a measuring and quantification tool and used to intuitively believe that science was exact and could provide undisputable answers. It was in 1997, during the Safety Assessments done at the Vaalputs National Radioactive Waste Repository that my belief system was challenged. This occurred after there were numerous scientific studies done on the site that was started since the early 1980’s, yet with no conclusion as to how safe the site is in terms of radioactive waste disposal. The Safety Assessment process was developed by the International Atomic Energy Agency (IAEA) to transform the scientific investigations and data into decision–making information for the purposes of radioactive waste management. It was also during the Vaalputs investigations when I learned the value of lateral thinking. There were numerous scientists with doctorate and master’s degrees that worked on the site of which I was one. One of the important requirements was to measure evaporation at the local weather station close to the repository. It was specifically important to measure evaporation as a controlling parameter in the unsaturated zone models. Evaporation was measured with an Apan that is filled with water so that the losses can be measured. Vaalputs is a very dry place and water is scarce. The local weather station site was fenced off, but there was a problem in that the aardvark dug below the fence and drank the water in the A–pan, so that no measurements were possible. The solution from the scientists was to put the fence deeper into the ground. The aardvark did not find it hard to dig even deeper. The next solution was to put a second fence around the weather station and again the aardvark dug below it to drink the water. It was then that Mr Robbie Schoeman, a technician became aware of the problem and put a drinking water container outside the weather station fence for the aardvark and – the problem was solved at a fraction of the cost of the previous complex solutions. I get in contact with the same thinking patterns that intuitively expect that the act of scientific investigations will provide decision–making information or even solve the problem. If the investigation provides more questions than answers, the quest is for more and more data on more detailed scales. There is a difference between problem characterization and solution viidentification. Problem characterization requires scientific and critical thinking, which is an important component but that has to be incorporated with the solution identification process of creative thinking towards decision–making. I am a scientist by heart, but it was necessary to realise that apart from research, practical science must feed into a higher process, such as decision–making to be able to make a practical difference. The process of compilation of this thesis meant a lot to me as I initially thought of doing a PhD and then it changed me, especially in the way I think. This was a life changing process, which is good. As Jesus said in Mathew 3:2 And saying, Repent (think differently; change your mind, regretting your sins and changing your conduct), for the kingdom of heaven is at hand. / Thesis (Ph.D. (Geography and Environmental Studies))--North-West University, Potchefstroom Campus, 2011.

The purpose of this study was to make a contribution towards decision–making in complex environmental problems, especially where data is limited and associated with a high degree of uncertainty. As a young scientist, I understood the value of science as a measuring and quantification tool and used to intuitively believe that science was exact and could provide undisputable answers. It was in 1997, during the Safety Assessments done at the Vaalputs National Radioactive Waste Repository that my belief system was challenged. This occurred after there were numerous scientific studies done on the site that was started since the early 1980’s, yet with no conclusion as to how safe the site is in terms of radioactive waste disposal. The Safety Assessment process was developed by the International Atomic Energy Agency (IAEA) to transform the scientific investigations and data into decision–making information for the purposes of radioactive waste management. It was also during the Vaalputs investigations when I learned the value of lateral thinking. There were numerous scientists with doctorate and master’s degrees that worked on the site of which I was one. One of the important requirements was to measure evaporation at the local weather station close to the repository. It was specifically important to measure evaporation as a controlling parameter in the unsaturated zone models. Evaporation was measured with an Apan that is filled with water so that the losses can be measured. Vaalputs is a very dry place and water is scarce. The local weather station site was fenced off, but there was a problem in that the aardvark dug below the fence and drank the water in the A–pan, so that no measurements were possible. The solution from the scientists was to put the fence deeper into the ground. The aardvark did not find it hard to dig even deeper. The next solution was to put a second fence around the weather station and again the aardvark dug below it to drink the water. It was then that Mr Robbie Schoeman, a technician became aware of the problem and put a drinking water container outside the weather station fence for the aardvark and – the problem was solved at a fraction of the cost of the previous complex solutions. I get in contact with the same thinking patterns that intuitively expect that the act of scientific investigations will provide decision–making information or even solve the problem. If the investigation provides more questions than answers, the quest is for more and more data on more detailed scales. There is a difference between problem characterization and solution viidentification. Problem characterization requires scientific and critical thinking, which is an important component but that has to be incorporated with the solution identification process of creative thinking towards decision–making. I am a scientist by heart, but it was necessary to realise that apart from research, practical science must feed into a higher process, such as decision–making to be able to make a practical difference. The process of compilation of this thesis meant a lot to me as I initially thought of doing a PhD and then it changed me, especially in the way I think. This was a life changing process, which is good. As Jesus said in Mathew 3:2 And saying, Repent (think differently; change your mind, regretting your sins and changing your conduct), for the kingdom of heaven is at hand. / Thesis (Ph.D. (Geography and Environmental Studies))--North-West University, Potchefstroom Campus, 2011.

Nature–based tourism destinations have shown significant growth over the past decade and, with the ever increasing numbers of tourists travelling to national parks, the right management structures, goals and objectives need to be determined. South African National Parks (SANParks) manages all 22 national parks in South Africa with the Kruger National Park (KNP) being the biggest of them all and generating more than 80% of SANParks income. The KNP is one of the world’s largest parks conserving a staggering 1 962 362 ha of land which is bigger than countries such as Israel and Holland. When taking the KNP into perspective, park management must have the right management styles and factors in place to ensure that the park is managed in a sustainable manner and exceeds the expectations of the tourist to provide a memorable experience whilst visiting the KNP. The goal of this study was therefore to determine the critical management aspects or critical success factors (CSFs) needed to create a memorable visitor experience at the park. This goal was achieved by conducting a questionnaire survey at four rest camps within the KNP from 27 December 2010 to 4 January 2011. The rest camps used for the survey were: Skukuza (152 questionnaires), Berg and Dal (98 questionnaires), Lower Sabie (85 questionnaires) and Satara (101 questionnaires). During this time a total of 436 questionnaires were completed and included in further analysis. In Article 1, the key management aspects that visitors regard as important for a memorable visitor experience at the KNP were identified. These CSFs assist management in providing quality services and products for the tourist, leading to a memorable experience. A factor analysis was performed on the expectations of the tourists to national parks. There were nine CSFs identified that management can implement to ensure a memorable visitor experience. The three factors that have not yet been identified in previous research were wildlife experience, interpretation and luxuries. Other factors that have been identified were General management, Variety activities, Accommodation, Green management, Hospitality management, and Facilities. The results showed that park management needs to become aware of what the visitor sees as important factors for a memorable visitor experience and they can adapt certain aspects to improve the visitor’s experience. In Article 2, gaps within the park management were identified. These gaps were measured by taking the 62 variables and asking the tourist what their expectations were with regard to a memorable experience versus their actual/real experience at the park. A factor analysis on the expectations and the actual/real experiences was done and each of these factors was given a score. The scores of each factor were measured against one another indicating the differences and gaps in management. The twelve factors that were identified were General management, Education activities. Accommodation facilities, Green management, Information provided, Layout of the park, Wildlife, Facilities in the park, Food and Beverage management, Interpretive activities, Bookings and General services, and Outdoor activities. These twelve factors have also been grouped into three sub groups containing four factors each and either the expectations were exceeded, did not meet expectations or were neutral. The main gaps were Education, Accommodation facilities, Interpretations facilities and Wildlife. If management want to ensure a memorable visitor experience at the KNP they must not only focus on these gaps, but also strive to exceed visitors’ expectations on all levels. This research found that there are certain CSFs for managing a national park and gaps within park management that need to be addressed. These gaps or problem areas can be overcome by the implementation of a continuous evaluation process that will ensure effective and efficient management of the park. Park management can therefore improve their services and products as well as the quality thereof by knowing what the tourists see as important when visiting a national park to obtain a memorable experience that will lead to positive word of mouth, loyalty, increased revenue and sustainability of the KNP. Even though it is not a requirement of a masters’ dissertation to make a contribution, this research has made a significant contribution towards the methodology as the method applied determined the gaps in visitor experience and expectations and this has not been used before. Future research can make use of this type of method determining individuals’ expectations and experiences when visiting a national park or any other nature–based destination. / Thesis (M.Com. (Tourism))--North-West University, Potchefstroom Campus, 2012.

Nature–based tourism destinations have shown significant growth over the past decade and, with the ever increasing numbers of tourists travelling to national parks, the right management structures, goals and objectives need to be determined. South African National Parks (SANParks) manages all 22 national parks in South Africa with the Kruger National Park (KNP) being the biggest of them all and generating more than 80% of SANParks income. The KNP is one of the world’s largest parks conserving a staggering 1 962 362 ha of land which is bigger than countries such as Israel and Holland. When taking the KNP into perspective, park management must have the right management styles and factors in place to ensure that the park is managed in a sustainable manner and exceeds the expectations of the tourist to provide a memorable experience whilst visiting the KNP. The goal of this study was therefore to determine the critical management aspects or critical success factors (CSFs) needed to create a memorable visitor experience at the park. This goal was achieved by conducting a questionnaire survey at four rest camps within the KNP from 27 December 2010 to 4 January 2011. The rest camps used for the survey were: Skukuza (152 questionnaires), Berg and Dal (98 questionnaires), Lower Sabie (85 questionnaires) and Satara (101 questionnaires). During this time a total of 436 questionnaires were completed and included in further analysis. In Article 1, the key management aspects that visitors regard as important for a memorable visitor experience at the KNP were identified. These CSFs assist management in providing quality services and products for the tourist, leading to a memorable experience. A factor analysis was performed on the expectations of the tourists to national parks. There were nine CSFs identified that management can implement to ensure a memorable visitor experience. The three factors that have not yet been identified in previous research were wildlife experience, interpretation and luxuries. Other factors that have been identified were General management, Variety activities, Accommodation, Green management, Hospitality management, and Facilities. The results showed that park management needs to become aware of what the visitor sees as important factors for a memorable visitor experience and they can adapt certain aspects to improve the visitor’s experience. In Article 2, gaps within the park management were identified. These gaps were measured by taking the 62 variables and asking the tourist what their expectations were with regard to a memorable experience versus their actual/real experience at the park. A factor analysis on the expectations and the actual/real experiences was done and each of these factors was given a score. The scores of each factor were measured against one another indicating the differences and gaps in management. The twelve factors that were identified were General management, Education activities. Accommodation facilities, Green management, Information provided, Layout of the park, Wildlife, Facilities in the park, Food and Beverage management, Interpretive activities, Bookings and General services, and Outdoor activities. These twelve factors have also been grouped into three sub groups containing four factors each and either the expectations were exceeded, did not meet expectations or were neutral. The main gaps were Education, Accommodation facilities, Interpretations facilities and Wildlife. If management want to ensure a memorable visitor experience at the KNP they must not only focus on these gaps, but also strive to exceed visitors’ expectations on all levels. This research found that there are certain CSFs for managing a national park and gaps within park management that need to be addressed. These gaps or problem areas can be overcome by the implementation of a continuous evaluation process that will ensure effective and efficient management of the park. Park management can therefore improve their services and products as well as the quality thereof by knowing what the tourists see as important when visiting a national park to obtain a memorable experience that will lead to positive word of mouth, loyalty, increased revenue and sustainability of the KNP. Even though it is not a requirement of a masters’ dissertation to make a contribution, this research has made a significant contribution towards the methodology as the method applied determined the gaps in visitor experience and expectations and this has not been used before. Future research can make use of this type of method determining individuals’ expectations and experiences when visiting a national park or any other nature–based destination. / Thesis (M.Com. (Tourism))--North-West University, Potchefstroom Campus, 2012.

Abstracts in English, Afrikaans and Xhosa / Green information and communication technology (ICT) is viewed as a pioneering initiative that plays a key role in reducing the negative impact of ICT on the environment. The research problem of the study was the low green ICT adoption rate in South African small and medium enterprises (SMEs). The primary objective was to identify the most prominent barriers resulting in this low adoption rate. The first secondary objective was to determine the barrier with the strongest underlying correlation resulting in the low adoption rate of green ICT in South African SMEs. The second secondary objective was to recommend strategies on how to improve the adoption rate of green ICT. A self-administered questionnaire was used to collect data through electronic and paper-based surveys. A census study was conducted among owners and managers of high-technology-based SMEs located in Gauteng. An exploratory factor analysis was employed to identify the barriers resulting in the low adoption rate of green ICT. These barriers were found to be a lack of funding, awareness, legislation, skills, and knowledge based on complexity and uncertainty. A lack of funding was identified as the most prominent barrier to adopting low green ICT. Although five constructs were discussed in the literature, the overall results presented six components, with the construct of knowledge being made up of two parts – complexity and uncertainty. This study recommends that SMEs align green ICT initiatives with their strategic goals and that government consider more adequate support structures for SMEs. The study confirmed a low green ICT adoption rate in South African SMEs, and more research is required to explore the impact of each of the factors above on the environment. / Met groen inligting-en-kommunikasietegnologie (IKT) word baanbrekerswerk gedoen om die nadelige uitwerking wat IKT op die omgewing het, te verklein. Die trae tempo waarteen Suid-Afrikaanse klein en medium ondernemings (KMO’s) groen IKT aanneem was die navorsingsprobleem van hierdie studie. Die primêre oogmerk was om die grootste struikelblokke vir die aanneem van groen IKT aan te toon. Die eerste sekondêre oogmerk was om die struikelblok met die sterkste onderliggende korrelasie met die trae tempo waarteen Suid-Afrikaanse KMO’s groen IKT aanneem, te bepaal. Die tweede was om met strategieë te kom om die tempo te versnel waarteen groen ITK aangeneem word. Data is met ʼn selfvraelys deur elektroniese en papieropnames versamel. ʼn Sensusstudie is onder die eienaars en bestuurders van hoëtegnologie-KMO’s in Gauteng gedoen. Struikelblokke wat vir die trae aanneming van groen ITK verantwoordelik is, is met ʼn verkennende faktoranalise aangetoon. Daar is bevind dat gebrekkige befondsing en bewustheid, wetgewing, ʼn gebrek aan vaardighede en kennis weens die kompleksiteit en onsekerheid struikelblokke is. ʼn Gebrek aan befondsing was die grootste struikelblok vir die aanneem van groen IKT. Hoewel vyf konstrukte in die literatuur bespreek is, het die uitslag aangedui daar is ses. Die konstruk kennis is uit twee dele saamgestel: kompleksiteit en onsekerheid. Hierdie studie beveel aan dat KMO’s hulle groen IKT-inisiatiewe met hulle strategiese doelwitte in ooreenstemming bring, en dat die regering KMO’s beter ondersteun. Die studie bevestig die trae tempo waarteen Suid-Afrikaanse KMO’s groen ITK aanneem. Die invloed van elk van die bogenoemde faktore op die omgewing moet in verdere navorsing verken word. / Ulwazi lwezeMvelo kanye nobuchwepheshe bezokuxhumana (ICT) kuphawuleka njengemizamo yamaqhinga amasha adlala indima esemqoka ekunciphiseni umthelela omubi we-ICT kwezemvelo. Inkinga exazululwayo kucwaningo kwabe kuyizinga eliphansi lomthintela we-ICT kwezemvelo kumabhizinisi amancane nalawo asafufusa (SMEs) eNingizimu Afrika. Inhloso yokuqala kwabe kuwukuthola izikhinyabezo ezigqamile eziholela ekutheni kube nezinga eliphansi lokwamukela ezemvelo. Inhloso yokuqala esesigabeni sesibili kwabe kuwukuthola isikhinyabezo esinezimpawu ezihambisanayo kakhulu esidala izinga eliphansi lokwamukela ezemvelo kwi-ICT. Inhloso yesibili yesigaba sesibili kwabe kuwukuncoma amasu angasetshenziswa ukuthuthukisa izinga lokwamukelwa kwezemvelo kwi-ICT. Umbhalo wemibuzo ehlelwe wumcwaningi ngokwakhe wasetshenziswa ukuqoqa idatha ngohlelo lwesaveyi eyaqhutshwa ngekhomphyutha nangephepha. Ucwaningo lohlelo lokubalwa kwabantu/lwesensasi lwenziwa phakathi kwabanikazi kanye nabaphathi bamabhizinisi amancane nasafufusa esifundazweni saseGauteng, amabhizinisi encike kubuchwepheshe beqophelo eliphezulu. Uhlelo lokuhlaziya oluhlolayo lwasetshenziswa ngesizathu sokuthola izihibhe ezidala izinga eliphansi lokulandelwa kwezemvelo ku-ICT. Lezi zihibhe zatholakala ukuthi ukuswela uxhaso lwezimali, ukwexwayiswa, umthetho, izakhono zomsebenzi kanye nolwazi olwencike phezu kwesimo esixubene kanye nokungabi nesiqinisekiso. Ukuswela ukuxhaswa ngezimali kwabonakala njengesikhinyabezo esikhulu mayelana nokwamukelwa kwezinga eliphansi lwe-ICT yezemvelo. Yize kuye kwaxoxwa ngezakhiwo ezinhlanu kumbhalo wobuciko, yonke imiphumela iveze izigaba eziyisithupha, ngesakhiwo solwazi esahlukene izingcezu ezimbili – isimo esixubene kanye kanye nokungabi nasiqinisekiso. Ucwaningo luncoma ukuthi amabhizinisi amancane nasafufusa (SMEs) ahambisana nemizamo yohlelo lwe-ICT olulandela ezemvelo kanye nezimpokophelo zamasu kanye nokuthi uhulumeni ubhekelele ukuthi kube nezakhiwo eziningi nezanele zokuxhasa amabhizinisi amancane nasafufusa (SMEs). Ucwaningo luqinisekisile ukuthi kunezinga eliphansi lokubhekelelwa amabhizinisi amancane nasafufusa mayelana nezemvelo kwi-ICT eNingizimu Afrika, kanti kudingeka ucwaningo oluningi ukuhlola umthintela wazo zonke izinto ezingenhla mayelana nezemvelo. / Business Management / M. Com. (Business Management)

The South African Postbank Limited has been tasked by Government with a social mandate to provide basic financial services to people receiving low income and people living in rural areas. Personal financial literacy is an essential element which affects financial inclusion in the target market of a state–owned bank. To achieve the bank?s social mandate and its objective, it would be vital to determine whether people in low income and rural demographics are financially literate. Financial literacy is defined as the ability to manage your money on a day–to–day basis, do future financial planning, choose sound financial products and have appropriate financial knowledge and understanding. Various factors influence the level of financial literacy of a person and in order to improve the financial literacy of a person, cognisance should be taken of that person?s age, gender, living conditions, income–level and socio–economic elements. It will be beneficial for a state–owned bank, in order to reach its social mandate, to implement financial educational programmes to increase financial literacy. The latter will increase the amount of potential customers and thus promote financial inclusion in the long run. The sample in low income and rural areas has been found to be the most wanting in financial literacy and therefore it is crucial to address this shortcoming in the target market of the state–owned bank in order to reach the social mandate of financial inclusion. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2012.

The South African Postbank Limited has been tasked by Government with a social mandate to provide basic financial services to people receiving low income and people living in rural areas. Personal financial literacy is an essential element which affects financial inclusion in the target market of a state–owned bank. To achieve the bank?s social mandate and its objective, it would be vital to determine whether people in low income and rural demographics are financially literate. Financial literacy is defined as the ability to manage your money on a day–to–day basis, do future financial planning, choose sound financial products and have appropriate financial knowledge and understanding. Various factors influence the level of financial literacy of a person and in order to improve the financial literacy of a person, cognisance should be taken of that person?s age, gender, living conditions, income–level and socio–economic elements. It will be beneficial for a state–owned bank, in order to reach its social mandate, to implement financial educational programmes to increase financial literacy. The latter will increase the amount of potential customers and thus promote financial inclusion in the long run. The sample in low income and rural areas has been found to be the most wanting in financial literacy and therefore it is crucial to address this shortcoming in the target market of the state–owned bank in order to reach the social mandate of financial inclusion. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2012.