Browsing by Author "Suknunan, Sachin."

Now showing 1 - 14 of 14

Challenges faced by small medium enterprises (SMEs) in terms of growth and development: a study of Mnquma Municipality, Eastern Cape.
(2019) Sityata, Odwa Zintle.; Suknunan, Sachin.
South Africa continues to face challenges related to poverty, inequality, unemployment and low economic growth. One such province is the Eastern Cape Province, which ranks high in structural unemployment and low economic growth, as the economy moved to skills based employment. The provincial government of Eastern Cape decided to adopt a national strategy of decreasing unemployment and increasing growth and development through small, medium enterprises. (SMEs). Mnquma Municipality was chosen as the focus area of the study. This study explored internal and external challenges faced by owner/managers of SMEs at the Mnquma Municipality. This study was executed using a qualitative approach. The sample consisted of 20 SMEs which were derived from the Mnquma Municipal database. In depth interviews were conducted for data collection. The study was underpinned by the Core Competency theory and Resource - based view of the firm theory. Analysis tools such as Word clouds, cluster analysis and tree maps were used to derive themes coupled with the researcher’s interpretive analysis. Some of the key findings were high competition, lack of access to finance and lack of government support that threatened the sustainability of SMEs. The study further found that the critical competencies needed by the SMEs included financial management and accounting, marketing and overall business training and development competencies. The study made recommendations that local government support SMEs through funds and resources to ensure that businesses implement their strategies. It was recommended that local government invest in local business funding, training, and skills development which will result in an improved local economy. Access to technology also needs to be improved. Directions for future researchers include investigation of external factors that hinder the performance of SMEs and the measurement of development.
Customer service quality provided by residential estate agents in the Durban area.
(2015) Maharaj, Rajin.; Suknunan, Sachin.; Fields, Ziska.
The ‘service’ sector is a major contributor towards international and national gross domestic products (GDP). However the phenomenal growth in the services sector has to an extent compromised its service quality. The aim of this study is to examine the quality of services reflected by the ‘real-estate brokerage’ (estate agency) as a service orientated business that contributes over a R100 billion to the South African economy per annum. However, the reputation of this specific service sector is tarnished by reports of poor service quality and mistrust. The study is underpinned by a model called the ‘disconfirmation’ paradigm of satisfaction which utilises the service quality model (SERVQUAL) as a measurement tool. Based on this, customer expectations and perceptions of the relevant estate agency service were determined and the gaps between them analysed. Other relationships between service quality and related variables such as customer loyalty, customer satisfaction and customer retention were also investigated. The study focused particularly on the Durban area (South Africa) and aligned with a local estate agency as a platform to conduct the study. A census method approach was adopted with the census consisting of a total of 109 legitimate buyers and sellers. A quantitative approach was employed and a total of 69 completed questionnaires were received which reflected a response rate of 63 percent (of the census population). Both, descriptive and inferential statistical tests were performed on the data collected. In relation to the dimensions of the SERVQUAL rating tool (Tangibles, Reliability, Responsiveness, Assurance and Empathy), it was shown that these determinants of service quality were rated as high importance with ‘reliability’ being the highest. The study further established the gaps that existed between expectation and perceptions of service quality and of these gaps, ‘tangibles’ was the only service quality dimension that reflected a positive gap. The remaining service quality dimensions yielded negative gaps. The study went on to confirm correlations that existed between service quality and customer loyalty, customer satisfaction and customer retention. Additional findings were also ascertained by the study. The study made suggestions about where focus was needed. These included training and development of brokers, incentive programmes, in-house service quality surveys, the effective handling of customer complaints and the improvement of online and web facilities to customers. The study concludes with some suggestions for future researchers. These include a national and international study, a comparative study as well as studies that would go on to test employee satisfaction and its influence on service quality. It was also suggested that future studies incorporate open-ended questions so as to yield a greater depth of understanding.
Enhancement of information management & systems: towards business efficiency and productivity within the asset creation department of Eskom in Kwa-Zulu Natal.
(2018) Xulu, Nakhokonke Silomo.; Suknunan, Sachin.
This study articulates the enhancement of Management Information Systems and its role in enabling business efficiency and productivity in Eskom Operating Unit within the Asset Creation department (KwaZulu-Natal). The study aimed to determine how Information Systems could be used to enhance its operations, reporting and business efficiency. The research methodology adopted a mixed method approach utilising both qualitative and qualitative methods. Interviews were used to interact with management for the collection of qualitative data and a questionnaire for quantitative data collection. The study adopted primarily a census approach to population and sampling and therefore targeted the entire department. The findings of the study indicated that there are operations taking place in isolation and that information systems can serve to increase the flow of information across departments. In addition, real time information can promote proactive management decision-making that can influence operations. The research study concluded by proposing a model for best practice which was underpinned by the Delone and Mclean Information Systems model. The research recommends that the organisation must develop programmes to establish the sharing of information and transparency, adopt the proposed model and conduct a study in other operating units. It further recommends that Group Information Technology become visible by conducting technology roadshows and exhibitions and also ensure regular engagements with the executive on their operational meetings.
Enterprise resource planning (ERP) systems success, evaluation of user's perceptions and satisfaction on expected benefits.
(2018) Xulu, Vukani Cosmos.; Suknunan, Sachin.
Realising ERP system benefits requires clear understanding of the factors that influence the actual benefits derived from using it. Therefore, the purpose of the study was to identify and investigate how the expectations of general benefits that ERP users, have influences the actual benefits derived as well as user satisfaction. The investigation was conducted in a manufacturing company in South Africa that had an in-house ERP system adopted more than 10 years ago. The study was quantitative in nature and adopted a census method of data collection. Data was collected through a questionnaire tool and quantitative techniques were used to analyse the data. The Delone and Maclean Information Systems model was applied to guide the study in the collection of data and analysis. A correlation between ERP system benefits derived and user satisfaction was identified through the Spearman’s rank correlation technique which validated and in line with the Delone and Maclean Information Systems success model. Most of the respondents were found to have positive expectations regarding the general benefits that an ERP system should offer. Some users had high expectations while others had low expectations. Users with high expectations were more dissatisfied and not benefiting from the ERP system as compared to the other group with low expectations. Users with more systems experience did not find the ERP system too challenging as compared to the users who had lesser experience. Users with high expectations experienced higher benefits compared to those with low expectations. However, a very low number of users were not experiencing benefits among the group with low expectations compared to some of the individuals in the group with high expectations. An investigation of this nature has not been found in the literature. The results of the study can be used by business organisations to select employees with certain set of expectations. Business organisation can also apply the study results when selecting ERP system to purchase.
The exploration into the impact of flexible working hours on employee performance, motivation and personal life for women at the University of KwaZulu-Natal.
(2017) Jivan, Heenakshi.; Suknunan, Sachin.
With the economic downturn and competitive markets existent in the world, organisations do face challenges and organisations in South Africa are no exception. Observation has been made with regard to organisations facing difficulties in terms of staff turnover due to unhappy and unsatisfied employees. One of the strategies to address this was the introduction of flexible working hours for staff. This study intended to examine this concept of flexible working hours with a focus on female employees. Over the past decade, more women have joined the labour force and in many cases, women have also become the primary breadwinners within their respective households and in turn having to manage all household issues. It is hence becoming a common occurrence for women to prioritise their work over their personal and family life. As a result, women encounter conflict between work and their personal lives that can lead to stress, ill-health and demotivation and in turn contribute to low productivity, absenteeism and staff turnover. Flexible working hours has been shown to promote various benefits such as improved morale, positive attitude towards work, greater job engagement and lower rates of stress and fatigue among others Whilst this is shown in other countries, namely developed countries, minimal research on the subject context exists in South Africa. Therefore, this study aimed to address this gap and examined the impact of flexible working hours on employee performance, motivation and personal life among women (as employees) at a large tertiary institution known as the University of KwaZulu-Natal. A quantitative approach was employed and a census method was used with the target population being all female staff working at the university. A quantitative questionnaire was used as the primary data collection instrument which was electronically distributed and 125 participants responded to the survey. The study was underpinned by the Schein (1988) Organisational Culture theory. Analyses included reliability, frequency, chi-square and correlation analyses. Results holistically show that flexible working hours for female employees can improve productivity and also have a positive influence on employee morale and retention. It can further enhance personal and family life for female employees which in turn boosts motivation and performance. This in turn enhances workplace culture. The study was subject to certain limitations. Recommendations include Human Resource strategy re-alignment, management support, policy change and institutional and legislation level and the effective use of technology.
The impact of institutional and information systems strategy alignment on academic computing divisions with higher education.
(2011) Suknunan, Sachin.; Maharaj, Manoj Sewak.
Information Systems play a vital and dominating role in business today by enabling as well as supporting business objectives and goals. As a result, the alignment of Information Systems strategy and business strategy has become a core concept in many organisations. The question that naturally arises is whether this is also true for Higher Education institutions in developing countries. This study examined the alignment of institutional and Information Systems strategy and its impact on Academic Computing divisions within Higher Education. It set out to determine if there was a link between the vision and mission of Information Systems and institutional vision and mission. This was achieved by critically evaluating current Information Systems strategy in relation to the institutional strategy and by determining the effectiveness of the current Information Systems strategy in the area of Academic Computing. In order to fulfil the objectives of the study, questionnaires were sent to a population of 22 Information and Communication Technology directors/managers at 22 universities in South Africa. In-depth interviews were conducted with senior Information and Communication Technology directors from two universities that reflected strong alignment between Information Systems Strategy and institutional strategy. Both universities also possessed strong and effective Information Systems strategy in the Academic Computing component. It was evident that alignment was the key to their effective Information Systems strategy. The overall findings of the study show that there is a strong link between the vision and mission of the Information Systems and institutional mission and vision. The Information Systems strategy in place was effective for the various institutions; however, it was not effective in the area of Academic Computing in most institutions. The need for a more enhanced Information Systems strategy in Academic Computing was acknowledged. Institutions should emulate leading universities in South Africa and first-world countries in respect of continuously adjusting and evaluating alignment between Information Systems and institutional strategy. An enhanced Information Systems strategy in Academic Computing is also required.
The impact of tablet PCs on teaching, learning and student performance at Richfield Graduate Institute of Technology.
(2017) Ramnundlall, Zane.; Suknunan, Sachin.; Maharaj, Roshni Devi.
ABSTRACT The use of the Tablet Personal Computer (PC) has seen a significant increase in usage since 2012 due to its increasing popularity and adoption globally. It has also seen an increase in popularity in usage in the Post-school Education. Whilst some research does exist in other countries and settings regarding the roles of Tablet PC usage, minimal studies of this nature have been conducted within South Africa. The aim of this study was to address this gap by investigating the role of the Tablet PC in an institution of higher learning in a South African context (Richfield Graduate Institute of Technology). Therefore, this study investigated the impact of the Tablet PC on teaching, learning and student academic performance at Richfield Graduate Institute of Technology with the intention of enhancing education delivery as such. This study adopted both a quantitative and qualitative approach as a means to fully satisfy the research questions. The quantitative arm targeted the ‘student component’ in which a survey was administered online and students were asked to click on the link, which took them to the survey. The qualitative arm targeted the ‘teacher/lecturer component’ in which an interview schedule was used as the survey instrument. The quantitative study census population consisted of all Degree qualification students at the Richfield Pretoria cluster (483 students). With a confidence level of 95% and a confidence interval of 5%, the ideal target sample size was 214 out of the census population. The study obtained 169 responses, which resulted in a 79% response rate to sample. With reference to the qualitative study, 11 lecturers were selected from 26 lecturers through purposeful and convenient sampling. The key findings in this study were that the teaching and learning processes are enhanced by the use of the Tablet PC. A further finding was that the Tablet PC improved the academic performance of students despite several barriers and challenges that do exist. Though these barriers did not significantly affect the teaching or learning processes, the study did make recommendations to address them. Some of the main recommendations for this study included that Richfield Graduate Institute conduct student workshops, that lectures create and share resources to facilitate the learning process, that additional recharge points be installed through the campuses, and that social media access be restricted on the Campus Wi-Fi during lectures. Direction for future research can include country-wide studies of this nature and/or studies across larger institutions such as universities.
Improving service delivery through tacit knowledge within a government tax service’s call centre environment.
(2022) Santhilal, Asha.; Chummun, Bibi Zaheenah.; Suknunan, Sachin.
In the current, turbulent and volatile economic conditions that organisations face, establishing customer relationships are key to ensuring maximum productivity. Utilising call centres remains a key way of engaging with customers. Call centre agents require the necessary knowledge and skills to provide efficient and effective customer service and resolve customer queries. However, most training and knowledge transfer are conducted mainly via theory-based methods and may not necessarily assist with current and new customer queries. This type of knowledge is usually derived from customer experience. This is hence known as tacit knowledge which is deeply embedded knowledge that is built over a period of timeand is not easily qualifiable. As organisations aim to deliver excellent customer services, there is a need to recognise the potential of tacit knowledge in improving service delivery. This study aimsto address this gap by exploring the potential of tacit knowledge to improve service delivery at a call centre environment within a government institution.The objective was to determine whether there are systems in place to capture tacit knowledge, determine the challenges in capturing tacit knowledge, ascertain whether tacit knowledge can impact service delivery as well as how to promote tacit knowledge and was underpinned by the Nonaka and Takeuchi SECI model. This study was undertaken in a call centre at a government institution and a census approach was used whereby 522 call centre agents were selected as the target population. A response rate of 98 agents was received which constituted to almost a fifth of the entire population thereby increasing validity. Data analysis included reliability analysis and descriptive statistics. The study confirmed capturing tacit knowledge and converting it into explicit knowledge can increase the knowledge of call centre agents, thereby having the potential to improve service delivery. The study indicated that the majority of call centre agents are not trained on how to capture tacit knowledge and there is a lack of processes regarding tacit knowledge management. The study recommends it is essential to include management as part of the tacit knowledge management process to create awareness and encourage the capturing and sharing of tacit knowledge. The COVID-19 pandemic resulted in delays in processes and therefore the study was limited to responses received within a shorter period. Future researchers may consider a countrywide study be conducted with all of the organisation’s call centre staff and management.
Influencers of University Choice: Who influences first-year computer science students to study at UKZN?.
(2019) Girraj, Sashlin.; Suknunan, Sachin.
Influencer marketing is a form of marketing which focuses on influential people rather than the target market as a whole. This study looks at who are the influencers of university choice, as prospective students consult with many different people when making their university choice. The research objectives and questions centred around identifying influencers, determining their strength, ranking their influence and recommending how they could be incorporated into university marketing strategies. By focusing on first-year BSc Computer Science and Information Technology students at the University of KwaZulu-Natal. This study aimed to identify the main influencers of students’ choice of university. A census method was applied to collect data that was directed to an entire population of first-year students (as above). A response rate of 72% was obtained, with 110 respondents from a population of 152 students. The Social Influence Theory, as proposed by Herbert Kelman, was used as the theoretical framework for this study. Findings revealed that influencers who had the most interaction with students had the strongest influence. Parents were found to be the strongest and only significant influencer of university choice. In order of most to least influential, influencers were ranked as follows: interpersonal/ intrapersonal influencers, school influencers, UKZN influencers and inspirational influencers. It was recommended that UKZN use parents in marketing strategies, use stronger influencers to aid UKZN staff, develop potential influencers and engage with industry. The scope, time-period and size of study were identified as limitations. As a direction for future research, a study examining individual influencers can be done to attain better understanding of the strength/weakness of the influencer.
Promoting inclusive learning through Universal Design of Instruction (UDI): exploring the potential of UDI to enhance learning for students with visual disabilities in the classroom.
(2022) Singh, Jayshree.; Suknunan, Sachin.
Globally, there is an abundance of research on the Universal Design of Instruction for students with visual disabilities in universities in developed countries, yet there remains a paucity of such research and practice in a South African setting. There has been a steady increase in the number of students with disabilities in Higher Education Institutions in South Africa, with a significant number of students with visual disabilities. The study therefore capitalised on this gap and examined the potential of the Universal Design of Instruction to promote epistemological access for students with visual disabilities in the classroom within a Higher Education setting in order to maximise learning outcomes. The study was conducted at the University of KwaZulu- Natal, which has the highest number of students with disabilities in the country. At the time of the study, the institution had approximately 709 students with disabilities, with a total of 204 students with visual disabilities. The study was underpinned by applicable theoretical frameworks which included Systems Theory, Maslow's Hierarchy of Needs, Sen's Capability Approach and the Social Model of Disability. A mixed-methods approach was instituted for indepth research. A census approach was utilised for the quantitative component of the study, which entailed distributing a questionnaire to all students with visual disabilities and those that responded became the sample. The qualitative aspect entailed in-depth interviews with students with visual disabilities and purposive sampling was utilised. The analysis was done using the Statistical Package for the Social Sciences (SPSS 21 Quantitative) and NVIVO 12 (Qualitative) respectively, which produced an array of descriptive and inferential statistics. The results affirmed the dire lack of Universal Design of Instruction in the classroom, which negatively impacted on students with visual disabilities and created barriers to learning. Academic achievement was hence compromised and students felt excluded. The findings clearly indicate that the implementation of the Universal Design of Instruction can alleviate barriers to learning and promote academic outcomes. Through the findings, a conceptual Universal Design of Instruction model for the classroom was proposed, supported by correlations and the lived experiences of students with visual disabilities. Recommendations include high-level interventions, inclusive of Universal Design of Instruction being on the Executive Management Agenda, policy re-formulation, specialised Universal Design of Instruction Committees inclusive of voices of students with visual disabilities, and the re-conceptualisation of classroom and learning spaces. Future research, amongst others, generated from this study can include comparative studies of this nature with other South African Higher Education Institutions, as well as the gaps between developed and developing countries in terms of the Universal Design of Instruction in the classroom.
The role of fraud awareness in promoting anti-fraud culture to prevent occupational fraud within a professional services department at a higher education institution.
(2020) Singh, Priya.; Suknunan, Sachin.; Mtetwa, Trevor Ncamiso.
Occupational fraud remains an increasing global concern across various sectors. The higher education sector is no exception. However, the focus of academic literature has been more on academic related fraud, such as dishonesty and cheating during examinations or research-related fraud. Hence, there has been limited focus on occupational fraud from a support or administrative sector at universities despite instances of occupational fraud being widely reported on in the media. This study contributed to addressing this gap by determining the role of fraud awareness in promoting anti-fraud culture to prevent occupational fraud within an administrative department at a South African university. This descriptive study was undertaken in the context of the Student Academic Administration department, a professional services department at the University of KwaZulu-Natal. The objectives were to establish existing occupational fraud risks, determine the level of employee awareness relating to existing occupational fraud risks, find ways of promoting fraud awareness to prevent occupational fraud and to determine how increased fraud awareness can play a role in preventing occupational fraud and build an anti-fraud culture with the department. The study drew on two applicable theoretical constructs being the fraud triangle theory (1953) and organisational culture model (1985). A census approach was used whereby all 29 employees within the department were selected as the target census population. A quantitative approach was adopted and a questionnaire was distributed to the targeted census population. Data analysis included reliability analysis and descriptive statistics. The study confirmed the existence of potential occupational fraud risks within the department. The most common being bribery of staff. Findings also confirmed the value of increased fraud awareness in promoting an anti-fraud culture and preventing occupational fraud. Moreover, this study provides support for the application of both theories in preventing occupational fraud and promoting an anti-fraud culture. The study concluded by putting forth recommendations to benefit the department through measures to increase fraud awareness, encourage employee involvement in fraud prevention and promote an anti-fraud culture. In addition, directions for further related studies are provided.
The strategic role of knowledge management in African universities.
(2014) Suknunan, Sachin.; Maharaj, Manoj Sewak.
This thesis articulates an empirical research study that examines the role of Knowledge Management, inclusive of Business Intelligence in an African Higher Education setting. There are an abundance of studies that show how Knowledge Management plays a key role in organisational strategy, productivity, efficiency, performance and competitiveness in developed countries. The same is not true for developing economies in Africa. This study addressed this gap by investigating the influence of Knowledge Management on institutional strategy development at leading African universities. Furthermore, Web 2.0 was also rigorously investigated as an e-Learning and Knowledge Management strategy for the effective transfer and dissemination of knowledge in Higher Education. The study targeted 20 leading African universities (based upon the Times Higher Education Rankings). The study was built around the constructs of 3 applicable frameworks including Kogut and Zander Knowledge Management Model, Organisational Learning Theory and Organisational Culture Theory. The research instruments were designed around the constructs of the frameworks. Questionnaires were sent to senior employees responsible for Knowledge Management at the respective institutions. In addition, in-depth interviews were also conducted with these individuals as part of the qualitative arm of the study. Both quantitative and qualitative data underwent rigorous statistical analyses in relation to the aims and frameworks of the study. This study found that Knowledge Management does influence institutional strategy and plays an informing role in providing knowledge on demand for strategic decision making and strategy formulation. However Knowledge Management was primarily used in strategy formulation at operational and support areas of the institutions as opposed to teaching and research. There was also a lack of sophisticated and powerful Knowledge Management Information Systems in most of Africa’s leading institutions. The study also showed that Web 2.0 is not being utilised as an e-Learning and Knowledge Management Strategy. Knowledge Management is currently not at Executive Level in African Higher Education. The study further revealed an important finding, that being, those institutions that do make strategic use of Knowledge Management, inclusive of Business Intelligence and Web 2.0, in key areas such as academic teaching, learning and research were higher up in the academic ranking scale as opposed to those that did not. Relating to this, the study showed that effective use of Knowledge Management including Knowledge Management Information Systems does add value to the institutions. In addition, if Knowledge Management including more specialised Knowledge Management Information Systems can be more effectively used to inform strategies in teaching and research then it will promote more academic value and institutional competiveness. Furthermore, if Web 2.0 can be used effectively as an e-Learning and Knowledge Management strategy it will yield significant benefits in research and pedagogy and increase competitiveness. The Organisational Learning framework can be used to predict the trajectory of African universities if they engage with Knowledge Management strategically. Other future studies, amongst others, that can be generated from this study includes avenues such as the measurement of success derived through effective practice of Knowledge Management in African universities or a study similar to this across BRICS nations.
Students with disabilities at the University of KwaZulu-Natal – an integrated approach towards awareness and changing attitudes.
(2017) Singh, Jayshree.; Buitendach, Johanna Hendrina.; Suknunan, Sachin.
Masters of Social Science in Psychology. KwaZulu-Natal. Durban, 2017.
What are the factors influencing the use of discount websites by businesses in a shopping mall? A case study of four shopping malls in Durban, South Africa.
(2016) Ramballie, Vijay Rubinduth.; Suknunan, Sachin.
The inception of the Internet has introduced new forms of marketing, which increase awareness of sales promotions to consumers. Consumers are offered great opportunities through discount websites. Discount websites allow consumers to search for promotions through convenient internet access. The websites, referred to as online discount intermediaries (ODIs) in this study, act as a ‘link’ between the consumer and the business through online systems. The questions that arise then are whether current business practice encourages the use of discount websites. This is followed by understanding the factors that will influence businesses to use discount websites. Furthermore, it looks at the possibilities and challenges that arise from businesses using discount websites to extend savings to the consumer, while deriving various business benefits. The study examines the factors in the context of businesses in shopping malls. It set out to explore the factors influencing the use of discount websites where such websites could increase the foot traffic into a shopping mall. In achieving the objectives of this dissertation, a quantitative study was conducted with four shopping malls in the KwaZulu-Natal region. Businesses within these shopping malls were engaged to participate using a questionnaire to obtain responses. The respondents are the business owners or store managers. There were 140 stores (businesses) in total that were approached with a 75% response rate. Data was analysed using various methods of analysis such as descriptive, factor, chi-square and correlation analysis. The study was underpinned by the Diffusions of Innovations Theory which showed applicability for ODI adoption in a South African business context. Overall findings show that discount websites could be perceived as drivers in improving the customer base and competitive position of the business. It can extend convenience to the customer and help them make more informed purchasing decisions. Discount websites can offer businesses the potential to increase revenue and extend their customer base. This can have positive implications on increasing brand exposure. Compatibility of the websites can influence the decision on whether or not to adopt new technology. Financial and technical resources can be limiting factors in businesses successfully integrating discount website usage in their current business practice. However, management could still favour the adoption of discount websites as the benefits are potentially significant.