Greater Durban Area Research Articles

The influence of organisational change communication on customer satisfaction at retail bank in the greater Durban area

The influence of organisational change communication on customer satisfaction at retail bank in the greater Durban area

Service Quality at Selected Fashion Retail Stores in South Africa

This study aims to determine customers' expectations and perceptions of service quality in Selected Fashion Retail Stores (SFRS) in the Greater Durban Area, South Africa. The key objective is to gauge the service excellence in the chosen retail fashion stores in the area. The investigation is explanatory, and quantitative, and features a single cross-sectional measurement to evaluate the sway of service quality on client contentment. Through purposeful sampling, 400 participants were surveyed employing questionnaires to collect pertinent data. This inquiry indicates that fashion merchandise outlets can detect particular imperfections in their offering and work to rectify them. It seems that tangible factors such as Reliability, Responsiveness, Assurance, and Empathy are liable to be valid indicators of service character for customers. The research proposes that a SERVQUAL model is a beneficial tool for ascertaining service quality at SFRS in Durban as, based on the gap score analysis, customer approval of overall service quality is high and closely aligns with their expectations.

Molecular detection of multidrug and methicillin resistance in Staphylococcus aureus isolated from wild pigeons (Columba livia) in South Africa

Staphylococcus aureus is an important human and veterinary pathogen. The present study aimed to determine the prevalence of antibiotic resistance among S. aureus isolated from samples obtained from free-flying wild pigeons and houseflies from different locations surrounding a local hospital in the Greater Durban area in KwaZulu-Natal Province, South Africa. Environmental fecal samples were obtained from wild pigeons that inhabits the grounds of a local public hospital located on the South Beach area, Durban, South Africa. Housefly samples were collected from three different locations (Kenneth Stainbank Nature Reserve, Montclair/Clairwood, and Glenwood/Berea) in the greater Durban area, all within a close proximity to the hospital. Following enrichment, identification, and antimicrobial resistance profiling, S. aureus isolates were subjected to DNA extraction using the boiling method. It was found that 57 out of 252 samples (22.62%) were positive for S. aureus. The Kirby-Bauer disk diffusion method of antibiotic susceptibility testing was performed and revealed that antibiotic resistance rates to penicillin and rifampicin were the most common, with both returning 48 (84.2%) out of the 57 S. aureus isolates being resistant to penicillin and rifampicin. Antibiotic resistance rates to clindamycin, linezolid, erythromycin, tetracycline, cefoxitin, and ciprofloxacin were 82.5%, 78.9%, 73.7%, 63.2%, 33.3%, and 15.8% respectively. Antibiotic resistance genes were detected using primer-specific PCR and it was found that the prevalence rates of tetM, aac(6′)–aph(2″), mecA, tetK, ermc, and blaZ genes were 66.7%, 40.4%, 40.4%, 38.6%, 24.6%, and 3.51% respectively. Statistical analysis revealed significant (p < 0.05) relationships between the tetM, aac(6′)–aph(2″), and ermC genes and all parameters tested. A significant correlation between the aac(6′)–aph(2″) gene and the tetM (0.506) and ermC (−0.386) genes was identified. It was found that 23 (40.3%) S. aureus isolates were mecA positive, of which 10 (52.6%) out of 19 cefoxitin-resistant isolates were mecA positive and 13 (35.1%) out of 37 cefoxitin-sensitive isolates were mecA positive. The results of the present study demonstrated the detection of methicillin and multidrug resistant S. aureus isolated from samples obtained from wild pigeons and houseflies in the surroundings of a local public hospital in the Greater Durban area in South Africa. The findings of the study may account for the emergence of multidrug-resistant staphylococcal infections. The findings highlight the significant role of wild pigeons and houseflies in the spread of drug-resistant pathogenic S. aureus including MRSA. The conclusions of the present study highlight the improtant role of wildlife and the environment as interconnected contributors of One Health.

Exploring Challenges Faced by Women Leaders in a Financial Sector in South Africa

In recent years, business and industries are striving to find a balance in the workplace since there is a huge gap in inequalities and gender representation is at the forefront in leadership positions. Despite several initiatives from both the public and private sectors, the gap does not appear to be closing over time in the financial sector in South Africa. The aim of the study is to explore the representation of women in leadership roles in financial organisations in greater Durban area. This was a cross-sectional qualitative study conducted among 10 women who were in management positions. They were recruited using purposive sampling technique. Thematic analysis was performed to identify themes, the study found that women in leadership positions in the financial industries face a variety of difficulties. The issues range from the way males treat women to stereotypical behaviour, harassment, the pay gap, juggling home and work obligations, and male domination. It is therefore recommended that, to advance women into leadership positions, organizations can create policies, provide mentorship programs, provide networking opportunities, promote women, and enforce gender equity policies.

The impact of customer engagement on organisational change communication at Absa bank in greater Durban area

Events that unfolded in the past decade- the ease of new entrants into the South African banking sector, uncertain economic outlook, the 2008 global financial crisis, competition within the South African banking sector, have changed the retail banking landscape in South Africa. Retail banks are under tremendous pressure to realign their banking operations to meet these global challenges. Conforming to the mounting pressure in the South African banking sector, Barclays PLC a major shareholder in Barclays Africa Group now (Absa bank) announced its departure from the bank. A move that made it lose its strategic partner with over 100 years of experience working in Africa. The departure was received with mixed reactions across the banking landscape. Research on customer engagement in South African banking sector is still in its infancy and no study has been undertaken to determine the impact of customer engagement on organisational change communication during episodes of organisational change. To address this research gap, this study seeks to determine the impact of customer engagement on organisational change communication at Absa bank in the greater Durban area. The study adopted a quantitative research paradigm, with a pre-coded structured closed ended questionnaire on a 5-point Likert scale administered to a target population of 650 000 Absa customers in the greater Durban area. Sekaran statistical table was used for sample selection. A sample of 384 customers was selected using convenience sampling a non-probability sampling technique. Some notable conclusions resulted from the extensive statistical analysis, which were also validated by national and international studies undertaken by various researchers, who also demonstrated concordance or discordance with the current findings and were appropriately referenced.

Molecular detection of virulence genes in Staphylococcus aureus isolated from wild pigeons (Columba domestica livia) in KwaZulu-Natal in South Africa

The current study aimed to determine virulence determinants among S. aureus isolated from wild pigeons and houseflies around hospital areas in the Greater Durban area, South Africa. Following enrichment and bacterial growth, DNA extraction using the boiling method was performed. Overall, 57 out of 252 samples (22.6%) were positive for S. aureus. Six known virulence genes were tested, where five known virulence determinants were positive and none of the S. aureus isolates were positive to coagulase (coa) gene. The highest prevalence rates were found in the genes encoding haemolysins, with the hla and hld genes having 8 (14%) and 9 (15.8%) positive isolates respectively. The sea, LukS/F-PV, and spa genes had 5 (8.8%), 4 (7%), and 2 (3.5%) positive isolates respectively. These results demonstrated the detection of pathogenic S. aureus from hospital environment in Durban, South Africa which may account for the emergence staphylococcal infections. The findings of the present study highlights the significant role of wild pigeons and houseflies as potenital infectious disease vectors in a One Health context.

Spatial variations in STIs among women enrolled in HIV prevention clinical trials in Durban, KwaZulu-Natal, South Africa

ABSTRACT South Africa is faced with a high HIV and STI prevalence and incidence, respectively, with pockets of high burden areas driving these diseases. Localised monitoring of the HIV epidemic and STI endemic would enable more effective targeted prevention strategies. We assessed spatial variations in curable STI incidence among a cohort of women enrolled in HIV prevention clinical trials between 2002 and 2012. STI incidence rates from 7557 South African women enrolled in five HIV prevention trials were geo-mapped using participant household GPS coordinates. Age and period standardised incidence rates were calculated for 43 recruitment areas and Bayesian conditional autoregressive areal spatial regression (CAR) was used to identify significant patterns and spatial patterns of STI infections in recruitment communities. Overall age and period standardised STI incidence rate were estimated as 15 per 100 PY and ranged from 6 to 24 per 100 PY. We identified five significant STI high risk areas with higher-than-expected incidence of STIs located centrally (three-locations) and southern neighbouring areas of Durban (two-locations). Younger age (<25), not married/cohabitating, parity <3 and poor education were all significant correlates of high STI communities. Findings demonstrate sustained STI incidence rates across the greater Durban area. The role of STI incidence in HIV acquisition in high HIV endemic areas need to be revisited as current highly effective PrEP interventions do not protect from STI acquisition. In these settings there is an urgent need for integrative HIV and STI prevention and treatment services.

Adoption and consumption patterns of green products: An exploratory study amongst green consumers in Durban

Green marketing has evolved, although the market share of green products remains considerably low. Green products are part of comprehensive green marketing, and this sort of marketing has progressed to the point that practically every consumer is aware of it. The study focuses on the factors that influence the adoption and consumption patterns of green goods in the greater Durban area. The study used a quantitative, non-probability, and random sampling strategy to discover consumers' sentiments toward the purchase of green products. The data was collected through the use of questionnaires and analyzed using the SPSS. The sample size was 384 customers from retail malls in selected Durban suburbs, representing a wide demographic and cultural background. The study's findings revealed that customers in the greater Durban area are aware of green products. Green products, on the other hand, are regarded as affluent due to their high pricing. This means that companies developing green products will have to look for ways to cut their pricing. The survey also reveals that when customers must pick between green and non-green items, pricing is a crucial factor. The study's findings are limited to the confines of the wider Durban area and cannot be extrapolated.

Neoliberal stratification: The confounding effect of the school poverty quintile ranking system in South Africa

The South African school education landscape is distinctly uneven as it relates to school financing. The state’s attempt at differentiated funding via the quintile system is vaunted as an initiative to address the needs of poor schools. It parades as a commitment to a redress agenda. Since implementation, the socioeconomic demography has changed significantly for many schools. Some have experienced an exodus of fee-paying learners and an increase in poor learners residing in newly established informal settlements. There is limited understanding of the extent of the financial crises that these schools face. In this article we examine the financial management struggles of schools from low socioeconomic contexts. Eight schools in the Greater Durban area were purposively sampled and a series of in-depth interviews were conducted with school principals. The study revealed that principals were involved in constant struggles to manage their schools in the context of dire financial constraints. The advent of outsourcing of procurement is a distinct neoliberal move that relegates previously state functions to the ambit of the market. Profit-driven procurement agents systematically drain the public purse as they wilfully render services and supplies incommensurate with the charges they levy.

An Exploration of the Relationship between Interpersonal Needs and Nonsuicidal Self-Injury in Adolescents

Nonsuicidal self-injury has become a worrying phenomenon among adolescents worldwide, emphasising the need for increasing public health awareness and exploration of the factors associated with this behaviour. This study was framed using Joiner’s Interpersonal–Psychological Theory of Suicide and Nock and Prinstein’s four-function model of nonsuicidal self-injury. The aim of this study was to explore the relationship between the interpersonal needs constructs of Joiner’s theory and nonsuicidal self-injury and is motivated by the need to explore the contagion of self-injury. A cross-sectional convenience sampling method was used to obtain a sample of 216 adolescents, who were recruited from four schools in the greater Durban area, South Africa. Regression analyses were performed to establish whether a relationship exists between the interpersonal needs constructs and nonsuicidal self-injury. The results indicated a positive relationship between perceived burdensomeness and the occurrence of nonsuicidal self-injury in this sample, thereby illuminating thwarted interpersonal needs as a contributor to the occurrence of nonsuicidal self-injury in adolescents.

Digital Proficiency Is Not a Significant Barrier for Taking Up Hearing Services With a Hybrid Online and Face-to-Face Model.

Purpose The aim of this study was to determine the effect of self-perceived digital proficiency on the uptake of hearing services through a hybrid online and face-to-face hearing health care model. Method Adults were recruited via online methods to complete an online hearing screening test within the greater Durban area in South Africa. On submission of contact details after failing the screening, contact was made via telephone to assess readiness for further hearing care. If motivated and willing to continue, a face-to-face appointment for diagnostic hearing testing was confirmed, at which time an e-mail with an online mobile device and computer proficiency survey was sent. Hearing services were offered using combined online and face-to-face methods. Results Within 2 years (June 2017 to June 2019), 1,259 people from the target location submitted their details for the clinic audiologist to contact, of whom 931 participants (73.95%) failed the screening test. Of these participants, 5.69% (53/931, 57.41% men) attended a face-to-face diagnostic hearing evaluation. Mobile device and computer proficiency scores were not a predictor of acquiring hearing services. Age was the only significant predictor (p = .018) for those continuing with hearing care. Patients who continued with hearing care by acquiring hearing aids and support services were older (M = 73.63 years, SD = 11.62) and on average aware of their hearing loss for a longer time (M = 14.71 years, SD = 15.77), as compared to those who discontinued hearing health care who were younger (M = 59.21 years, SD = 14.42) and on average aware of their hearing loss for a shorter time (M = 6.37 years, SD = 9.26). Conclusions Digital proficiency is not a predictor for acquiring hearing services through a hybrid online and face-to-face hearing care model. Hybrid services could allow professionals to assist patients in a combination of face-to-face and online services tailored to meet individual needs, including convenience and personalized care.

Digital Proficiency and Teleaudiology: Key Implications in Hearing Care

Digital Proficiency and Teleaudiology: Key Implications in Hearing Care

Characteristics, behaviours and readiness of persons seeking hearing healthcare online

Objective: This study describes characteristics, behaviours and readiness of people who are interested in seeking hearing healthcare (HHC) online.Design: A non-profit clinic was established from which services through a virtual clinic are offered. Most of the patient–audiologist interactions are conducted online. We used online means to invite individuals to take a free online digit-in-noise (DIN) test. Upon failing the test, individuals reported their readiness to seek HHC by using two tools: the line and the staging algorithm.Study sample: Individuals ≥18 years of age, within the greater Durban area, South Africa, were eligible to participate in the study.Results: A total of 462 individuals completed the online DIN test during the first 3 months. Of those, 58.66% (271/462) failed the test and 11.04% (51/462) submitted their details for further contact from the clinic audiologist. Five individuals proceeded to a comprehensive hearing evaluation and hearing aid trial: all those individuals showed readiness to seek further HHC on the measurement tools. These individuals have reported knowing of their hearing challenges prior to taking the test and have waited for a period of between 5 and 16 years before seeking HHC. A significant association between age and DIN test result was found.Conclusion: This explorative study is the first clinic to utilise digital tools across the entire patient journey in combination with face-to-face interactions in providing HHC. Internet-connected devices provide an opportunity for individuals to seek HHC and for providers to offer initial services to detect, counsel and support persons through the initial engagement process of seeking HHC. This may open up new audiology patient pathways through online hearing screening, assessment of readiness to seek further HHC and enhancement of service delivery using hybrid services by combining online and face-to-face modes of synchronous and asynchronous communication.

Immediate Blood Draw for CD4+ Cell Count Is Associated with Linkage to Care in Durban, South Africa: Findings from Pathways to Engagement in HIV Care.

BackgroundTimely linkage to care by newly-diagnosed HIV+ individuals remains a significant challenge to achieving UNAIDS 90-90-90 goals. Current World Health Organization (WHO) guidelines recommend initiating anti-retroviral treatment (ART) regardless of CD4+ count, with priority given to those with CD4+ <350 cells/μl. We evaluated the impact of not having a day-of-diagnosis CD4+ count blood draw, as recommended by South African guidelines, on time to linkage, using data from a prospective cohort study.MethodsIndividuals (N = 2773) were interviewed prior to HIV counseling and testing at three public sector primary care clinics in the greater Durban area; 785 were newly-diagnosed and eligible for the cohort study; 459 (58.5%) joined and were followed for eight months with three structured assessments. Linkage to care, defined as returning to clinic for CD4+ count results, and day-of-diagnosis blood draw were self-reported.ResultsOverall, 72.5% did not have a day-of-diagnosis CD4+ count blood draw, and 19.2% of these never returned. Compared with a day-of-diagnosis blood draw, the adjusted hazard ratio of linkage (AHRlinkage) associated with not having day-of-diagnosis blood draw was 0.66 (95%CI: 0.51, 0.85). By 4 months, 54.8% of those without day-of-diagnosis blood draw vs. 75.2% with one were linked to care (chi-squared p = 0.004). Of those who deferred blood draw, 48.3% cited clinic-related and 51.7% cited personal reasons. AHRlinkage was 0.60 (95%CI: 0.44, 0.82) for clinic-related and 0.53 (95%CI: 0.38, 0.75) for personal reasons relative to having day-of-diagnosis blood draw.ConclusionsNewly-diagnosed HIV+ individuals who did not undergo CD4+ count blood draw on the day they were diagnosed—regardless of the reason for deferring—had delayed linkage to care relative to those with same-day blood draw. To enhance prompt linkage to care even when test and treat protocols are implemented, all diagnostic testing required before ART initiation should be performed on the same day as HIV testing/diagnosis. This may require modifying clinic procedures to enable overnight blood storage if same-day draws cannot be performed, and providing additional counseling to encourage newly-diagnosed individuals to complete day-of-diagnosis testing. Tracking HIV+ individuals via clinic registries should commence immediately from diagnosis to reduce these early losses to care.

An Exploratory Factorial Analysis of Teachers’ Perceptions of Perceived Pedagogical Benefits of Adoption of Information and Communication Technology in Teaching and Learning

In the current information society, the need for teachers to be adequately equipped with information and communication technology (ICT) competency has become essential for teaching in a classroom. This paper investigates factors affecting the perceived pedagogical benefits of adoption of ICT by teachers. The study also sought to establish any variations in terms of age and the established benefits of ICT adoption. The sample comprised 1222 teachers employed in public secondary schools in the greater Durban area in the province of KwaZulu-Natal in South Africa. Descriptive analysis, factor analysis and correlations were used to analyse the data. Through an exploratory procedure six factors – ICT confidence, learning enhancement, work enhancement, work enjoyment, positive attitude towards learning tool, and teaching enhancement – emerged that describe the perceived pedagogical benefits of the use of ICT. It is our recommendation that placing technology at the disposal of educators is not sufficient to ensure use – measures must be in place that will ensure teacher confidence and a positive attitude. Effective implementation of ICT in schools is a multifaceted, complex process that does not just involve providing the technology to schools, but also involves teachers’ competencies, schools’ readiness, long-term financing, curriculum restructuring, and the Government’s willingness to invest in the teaching and learning infrastructure. DOI: 10.5901/mjss.2014.v5n20p1214

Customers’ Expectations and Perceptions of Service Quality: The Case of a Retail Pharmacy Chain in South Africa

Recent legislative changes have permitted rapid expansion of pharmacy chains in South Africa. The early effect of this appears to be lowered prices and greater competition amongst pharmacy chains. Whilst research has been conducted on general aspects of customer service quality in various industries, there appears to be few studies on customer satisfaction within the South African retail pharmaceutical sector in particular. This paper therefore seeks to assess customer satisfaction at a selected pharmacy chain within the greater Durban area. A study was conducted among 400 customers, using the SERVQUAL model as the measuring instrument. The results indicate that there are gaps between customers’ expectations and perceptions on the five service quality dimensions. The chi square test was performed to determine significant differences between four biographical variables viz. gender, age, educational level of respondents and frequency of shopping versus the five dimensions of service quality, on both expectations and perceptions. Recommendations are presented on how the pharmacy chain can enhance service quality in order to offer superior customer service in the face of growing competition. DOI: 10.5901/mjss.2014.v5n20p2648

Geographical Clustering of High Risk Sexual Behaviors in “Hot-Spots” for HIV and Sexually Transmitted Infections in Kwazulu-Natal, South Africa

We investigated geographical variations of three sexually transmitted infections (STIs) namely chlamydia, gonorrhea and syphilis in the greater Durban area, so as to optimize intervention strategies. The study population was a cohort of sexually active women who consented to be screened in one of three biomedical studies conducted in Durban. A total of nine local regions collectively formed three clusters at screening, five of which were previously defined as HIV hot-spots. STI cases were geo-coded at the census level based on residence at the time of screening. Spatial SaTScan Statistics software was employed to identify the areas with a disproportionate prevalence and incidence of STI infection when compared to the neighboring areas under study. Both prevalence and incidence of STIs were collectively clustered in several localized areas, and the majority of these locations overlapped with high HIV clusters and shared the same characteristics: younger age, not married/cohabitating and multiple sex partners.

The Relationship between Religiosity and Suicidal Tendencies in Muslim University Students in Durban , South Africa

Despite international studies and evidence into religion’s protective mechanism against suicidal tendencies, within South Africa there has been a lack of research investigating this relationship. This quantitative study investigates the relationship between religiosity and suicidal tendencies in a sample of Muslim students (N=111) at tertiary institutions in the greater Durban area. Two scales were used to test the hypothesis: the Religious Orientation Test (ROT) to measure religiosity and the Multi-Attitudinal Suicidal Tendency Scale (MAST) to measure suicidal tendencies (attitudes to suicide). Demographic information in terms of gender was obtained to determine if there were gender differences. It was found that in this sample there were no gender differences between variables and that a high degree of religiosity acts as a protective mechanism against suicidal tendencies.

Online consumer buying behaviour amongst tertiary students in the greater Durban area

Electronic commerce is fundamentally changing the way consumers shop and purchase goods and services. Consumers have learnt how to act in an ever-changing electronic market environment. For some consumers, shopping and buying online have become part of their lives, whereas others consider it, without taking any action yet. The aim of this paper is to assess and investigate the online consumer buying behaviour of tertiary students in the greater Durban area. With regard to attitudes and behaviours, the important factors influencing these are levels of education and experience with the internet, as well as environmental influences such as perceptions of peers and contemporaries. The decision making processes when shopping online, as well as customer satisfaction with the overall online shopping experience, are also notable factors when it comes to buying behaviour. This research was quantitative, cross-sectional, and descriptive in nature. A convenience sample of 400 students from the two resident universities in Durban was used. From the primary research conducted, it can be concluded that the majority of students currently do have internet access, although the activity of only a few is of a transactional nature. Key words: online consumer buying behaviour, shopping online, internet.

An Emic Perspective on the Dynamics of Non-Fatal Suicidal Behaviour in a Sample of South African Indian Women

We aimed to obtain an emic perspective on the dynamics of non-fatal suicidal behaviour in a high risk population group in South African, viz. adolescent females of Indian origin. Interviews were conducted with 10 respondents admitted to a state hospital in the greater Durban area, following their intentional overdose of prescription medication. Interviews were tape recorded, transcribed, and thematically analysed in an attempt to identify influences on suicidal behaviour. Intrapersonal influences on suicidal behaviour included poor communication and problem-solving skills. Interpersonal influences included family conflict, rigid and inflexible parental attitudes, a family history of attempted or completed suicide and high parental expectations. Socio-cultural influences related largely to conflicting social roles and values in the context of contemporary acculturation pressures. The study findings are discussed in terms of their implications for prevention and future research.