A RESEARCH REPORT PRESENTED TO:
THE UNIVERSITY OF THE WiTWATERSRAND
BUSINESS SCHOOL.
IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE
MASTERS OF MANAGEMENT DEGREE
IN HUMAN RESOURCES MANAGEMENT,
UNIVERSITY OF THE WITWATERSRAND. / This study attempts to establish what bank treasury dealers are measured and rewarded on in
general, and more specifically whether customer orientation factors are included as criteria of
measurement and reward in the performance management process, Furthermore, this study
attempts to establish the !evel of customer orientation in bank treasuries by utilising the Narver
and Slater Marketing Orientation Scale (1990) and then makes a comparison between that level
and the degree to which it is managed by the pertormance management process in terms of both
recognition and reward.
To achieve this, a study was undertaken in two commercial banks and one merchant bank with
a sample size of 70. A trIangulated study was undertaken with the initial qualitative phase
consisting of pilot interviews with three senior treasury managers, one from each bank, as well
as an independent treasury consultant. Thereafter the quantitative study was undertaken
utilising questionnaires distributed to each bank.
The median, range and mean were utilised to determine whether or not customer orientation is
included as a criteria of firstly, measurement and secondly reward in the performance
management process. Thereafter, the ANOVA technique was used to determine the significance
of the differences in the means. Sheffe's test of Multiple Palrwise Comparison of Means was
then used to determine which means were different. The Spearman rank-order correlation was
used to analyse the relationship between the level of customer orientation as per the Narver and
Slater Market Orientation Scale (1990), against firstly what the respondents are measured on in
their performance management process and secondly, what they are rewarded on.
The findings generally indicate that some (but not all) of the customer orientation factors, are
included in the performance rnanaqement process in South African bank treasuries to varying
degrees. / Andrew Chakane 2019
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:wits/oai:wiredspace.wits.ac.za:10539/26519 |
| Date | January 1997 |
| Creators | Watt-Pringle, Susan Mary |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis |
| Format | application/pdf |
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