Dissertations / Theses on the topic 'Small business – Zimbabwe – Harare'

Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2018.
The purpose of this study was to determine the influence of internal controls on sustainability of small and medium enterprises (SMEs) in Harare’s Central Business District (CBD), Zimbabwe. The question at the core of this research is: to what extent do internal controls influence the sustainability of SMEs in Harare’s Central Business District, Zimbabwe. SMEs are perceived to be of paramount importance for the economic affluence of countries the world over, mainly because of their pronounced benefaction and contribution to livelihoods of the dwellers of a country and the gross domestic product (GDP). SMEs have been credited for playing a leading role when it comes to innovation, significant export revenue, custom-suited goods, services provision to society, employment opportunities, and social contribution. This can also be attributed to SMEs operating in Zimbabwe despite the volatility of the Zimbabwean economy. The Zimbabwean business environment, in general, is constantly changing. The changes can be attributed to an eruptive economic environment and unstable political atmosphere. The resultant effect is the departure of larger businesses and investors from the country. Generally, this leaves a great opportunity for SMEs not to be subjected to stiff competition from larger businesses. SMEs are indeed enjoying this space, braving the conditions to start up; however, their operations are short-lived. For SMEs to brave the fortuity of such an unpredictable environment, a system of internal controls must be in place. Research has placed emphasis on internal controls and sustainability of large organisations, while little to no attention has been given to SMEs. The little research on internal controls and sustainability in the context of SMEs has mostly been done in developed countries. Despite this, internal controls and sustainability have not been extensively implemented in the context of developing countries. The need to determine the influence of internal controls on sustainability of SMEs underlines this research. This report adopted a positivist philosophy that entailed utilizing a survey questionnaire to collect data from 150 SMEs operating in Harare’s CBD, Zimbabwe. The sample was further split into Active SMEs and Dormant SMEs (the control group). Data were analysed through Statistical Package for the Social Sciences (SPSS) Version 25 to spawn statistical and descriptive results. To determine reliability of data, Cronbach’s alpha value was employed. The results indicate SMEs are not implementing controls as they ought to and those SMEs that have controls in place do not ensure that they are adhered to effectively and efficiently in order for them to achieve their desired objectives.

This research is a diagnosis of the supply side of SME (small and medium enterprises) credit. Its objectives are to determine the current level of bank lending to SMEs to validate the financing gap, to explore the strategies and mechanisms employed by banks to provide tailor-made lending for SMEs and finally to conclude by identifying some of the key challenges the banks face in their quest to lend to SMEs. This, then, culminated in some recommendations for increasing bank funding to SMEs. This study employed a deductive qualitative research.. The research used a non-probability, purposive/judgmental sampling method to choose the heads of bank SME units to include in the research. There are twelve banks with dedicated SME units, out of a total of 18. The researcher carried out in-depth face to face interviews using semi-structured questions. The qualitative data was coded, deductively analysed and conclusions drawn and incorporated into a report. Banks’ most outstanding challenges in dealing with SMEs in terms of information asymmetry, an unsupportive business environment, poor quality of SME clients and inflexible regulatory requirements.

This research investigates the factors that affect the performance of Small and Medium Enterprises (SMEs) in the manufacturing sector of Harare, Zimbabwe. To achieve this objective, the research hypothesised that a lack of skilled human resources contributes to the poor performance of SMEs in the manufacturing sector of Harare, Zimbabwe. The research further hypothesized that poor management skills such as human resources, financial management, general management, production management and marketing management result in the poor performance of SMEs in the manufacturing sector of Harare, Zimbabwe. A research proposition was also stated which stipulated that the current hyperinflation environment affects the profitability of SMEs in the manufacturing sector of Harare in terms of profitability. This study is important because SMEs, despite their contributions to the Zimbabwean economy, have not been given due attention as the research of performance has been biased towards large enterprises. The results indicate that managerial aspects which are in short supply have negative effects on the performance of SMEs in the manufacturing sector. The results also indicate that the high rate of inflation and other economic factors such as foreign currency shortage, interest rate and exchange rate affect their performance negatively. Lastly, the study recommends that SMEs, the Zimbabwean government and other supporting institutions such Empretec, ILO and SEDCO take measures to ensure the survival, growth and development of this sector which has the potential to steer the economy. These measures are expected to improve the managerial skills in the SME sector and consequently result in improved performance.

The HIV/AIDS pandemic has had a devastating effect in the world, as it is now rated as the world’s greatest killer since its appearance in the mid 1980s. A UNICEF Report (2005) states that sub Saharan Africa is the hardest hit with countries like Botswana, Zimbabwe, South Africa, Namibia and Mozambique having an average of one in every five adults being infected. Sub Saharan Africa has less than 3 percent of the world’s population but it has an estimated 65 percent of the world’s population living with HIV/AIDS as it has 26 million of the 40 million infected people worldwide. In May 2003 the Government of Zimbabwe declared HIV/AIDS a national emergency a move that seems to have yielded results as the HIV prevalence rate has come down from 26.1 percent to 18.6 percent in 2005 and further to 15.6 percent in 2007. The Ministry of Health and Child Welfare (2004) states that if the prevalence had continued at 26.1 percent, about two thirds of today’s 15- year-olds would die from this disease. The deterioration of the political, social and economic situation since 1999 and the withdrawal of donor development support due to policy differences require concerted efforts from all parties concerned, now, rather than later. More commitment must be shown by private and public sector organisations to active participation in the establishing of effective workplace programmes, to assist employees, for the pandemic has placed a heavy strain on the health delivery system, as AIDS patients occupy between 50 percent to 70 percent of all hospital beds. Furthermore, the pandemic is killing the youth at the prime of their working careers so the pandemic, while being a health problem also has a negative macro-economic impact which may lead to a developmental crisis. A study was conducted of six organisations, using two questionnaires, one for management and one for non-management level employees. The study investigates whether the organisations had HIV/AIDS programmes and whether such programmes were effective. The findings were that all six organisations had HIV/AIDS programmes in place. However, some of the programmes were not effective because the employees did not know of their existence. Furthermore, it was found that management initiated awareness programmes and made condoms available but the employees were not changing their risky behaviour.

Zimbabwe's entrepreneur owners of small and medium enterprises (SMEs) comprise approximately 94% of business owners but contribute only 50% of the country's gross domestic product. Entrepreneur owners play an important role in strengthening Zimbabwe's economy because they create approximately 60% to 80% of employment opportunities. The purpose of this multiple case study was to explore the strategies owners of SME in Zimbabwe use to sustain their businesses. The population consisted of 5 owners of SMEs who have successfully implemented the strategies to sustain their businesses for over 5 years. The general systems theory was the conceptual framework of the study. Data were collected using semistructured interviews and review of company financial documents. Member checking and methodological triangulation were used to enhance the credibility and trustworthiness of the findings of the study. The data analysis process was conducted using Yin's 5-phases of qualitative data analysis. Four themes emerged from data analysis, including passion and dedication, quality of products and services, customer satisfaction, and employing staff with the right skills. The results of the study could lead to positive social change for SMEs and the communities by helping owners of SME to create growth strategies, increase revenues for the country, and create long-term employment opportunities for the communities. The findings from the study could catalyze positive social change by improving workforce capabilities, creating awareness of the success of entrepreneurs in Zimbabwe, and increasing the interest of financial institutions in lending to SMEs.

There is consensus that Small to Medium Enterprises (SME) exports play a critical role in the development of economies. It has been widely acknowledged in empirical research done around the world that small businesses make a significant contribution to economic development, employment, competitiveness and the reduction of regional disparities. However, empirical literature gives conflicting evidence on the determinants of export performance among SMEs. The study contributes towards the debate on SME exports by: (i) investigating the variables that determine export performance among SMEs in Zimbabwe (ii) establishing the competi-tiveness of Zimbabwe’s exports and (iii) ascertaining the major constraints faced by SME ex-porters in Zimbabwe The researcher gathered data from 120 SMEs and 10 institutions in Zimbabwe for the period 2009 to 2015. SME samples were chosen from Harare, Mashonaland Central and Mashonaland East provinces while all 10 of the institutions were chosen from Harare province. Convenient non-probability sampling method was used to select SMEs while stratified sampling technique was applied in the selection of institutions. Both qualitative and quantitative research methods were employed. For the quantitative approach, panel data ordinary least squares method was used in the form of the gravity model of trade. Export intensity (used as a measure of exports) was regressed against support institutions, business ownership, research & development, educational years, use of export processing zones, product type, export years, firm size, firm age, gender, distance from trading partner, Gross Domestic Product (GDP) of trading partner, and GDP of Zimbabwe. The random effects estimation method was used, basing on results from the Durbin-Wu-Hausman test. The null hypothesis was based on the premise that the variables under study do not determine export intensity of SMEs in Zimbabwe. Other null hypothesis were that the major constraint faced by SME exporters in Zimbabwe is not access to finance and that Zimbabwe’s exports are not competitive in the mining, agricultural and manufacturing sectors. The revealed comparative advantage index was computed to measure the competitiveness of Zimbabwe’s exports.For the qualitative approach, the study used the triangulation method which involved combining and utilising the questionnaire, interviews and focus group discussions. The results from the study indicated that following variables increased export intensity of Zimbabwean SMEs; business ownership, use of export processing zones, export years, firm size, and GDP of trading partner. The following variables have an inverse relationship with the export intensity of Zimbabwean SMEs: gender, distance from trading partner and research & development. The results also indicated that these further variables do not determine the export intensity of SMEs in Zimbabwe: support institutions, years of education, product type, firm age and GDP of Zimbabwe. The major constraint faced by exporting SMEs in Zimbabwe is limited access to finance. Zimbabwe is competitive in the agricultural and mining sector exports, but not in manufacturing sector exports The policy implication of the findings is that SME support needs to go beyond support institutions when it comes to SME export promotion. Further SMEs in the agriculture and mining sectors need to be promoted for export growth since Zimbabwe is competitive in these sectors. However the manufacturing sector cannot be ignored, since many economies have developed due to exports of manufactured products and a country needs to have balanced export growth in both primary and manufacturing sectors. In order to have motivated, career SME exporters, entrepreneurship education should begin from primary school right up to university so as to improve entrepreneurial aspirations, attitudes and behaviour in the long run.

Small businesses in Zimbabwe make up 94% of the country's business population but only contribute 15% to the country's economy due to a high failure rate during the first 5 years. The purpose of this descriptive multiple case study was to explore strategies and skills that may contribute to the sustainability of small businesses during the first 5 years. The study population consisted of 5 small business owners in Ntepe village in Zimbabwe who had sustained their businesses for the first 5 years of operations. The conceptual framework that grounded this study was management theory. The data collection process involved conducting semistructured interviews with small business owners. Data analysis involved the adoption of methodological triangulation, thematic analysis, and member checking to ensure reliability and credibility of the data collected. The data collected presented two main themes: developing leadership skills and planning for positive performance. Key attributes and skills of a small business leader include trustworthiness, ability to lead resolutions that solve problems, effective communication of quality expectations, development of customer focus, and ability to address the needs of employees. Planning for positive performance includes goal setting, creating policies and procedures, and developing a control system for financial activities. This study may contribute to social change by providing data on proven strategies used by small business managers to sustain their businesses during the first 5 years of operations. The community may benefit from owners being better prepared to sustain their small businesses, given that these businesses may then hire employees and contribute to the local economy.

Thesis (D. Tech. (Business Administration )) - Central University of Technology, Free State
The purpose of this study was to determine the extent to which certain selected factors serve as drivers of innovation in small accommodation businesses (SABs) in two developing economies in Southern Africa namely South Africa and Zimbabwe with the ultimate aim of assisting policy makers and support agencies in formulating innovation oriented strategies for the sector. Two samples were randomly selected from SABs in Zimbabwe and South Africa- two neighbouring Southern African countries. Parametric tests which include t-tests and one-way ANOVAs as well as Bonferonni tests as post-hoc measures were used to test whether SAB propensity to engage in different dimensions of innovation differs by gender; firm size, owner-managers’ years of experience and level of education respectively. Pearson Product Moment Correlations were employed to assess the relationships between market orientation, learning orientation and innovation while Chi-square tests were performed to establish the inter-relationships between independent demographic variables, namely age, gender, education and work experience. In order to investigate whether there are any significant interaction effects between the age of the respondents and their experience in the accommodation sector on each of the five innovation measures, a series of two-way ANOVA tests were performed. Lastly, regression analysis was used to determine the relative efficacy of market orientation (MO), learning orientation (LO) and country in predicting innovation in a business. The results demonstrate that unlike firm size, gender and level of education, which have no association with innovation, there is a strong association between market orientation, learning orientation, owner/managers age and experience and innovation in the two countries. This positive association implies that SABs that are committed to, listen attentively to and learn proactively about their customers’ needs and expectations are better inclined to engage in all the different dimensions of innovation (product/service, process, marketing and organisational) than their counterparts who do not engage in these activities. Among other drivers of innovation, market orientation emerged as the main predictor implying that SABs that invest more in marketing tend to be better innovators than those that invest in learning irrespective of their country of operation. The study also revealed that younger owner/managers of SABs tend to be more innovative than their older, experienced counterparts. The study makes an important contribution to literature on the drivers of innovation in small accommodation businesses in developing economies by dispelling firm size, gender and level of education which were regarded as drivers of innovation across industries previously. Practice and policy wise, the study led to the development of a conceptual framework for investigating how best to drive innovation in local SABs in order to make them more competitive, survive and grow in the face of competition from large accommodation businesses that often happen to be multinational.

Thesis (M. Dev.) --University of Limpopo, 2013
Rural areas of Zimbabwe suffered acute shortage of banking services. Conventional banks feared high transaction costs and lack of collateral associated with this market segment. This research aimed at evaluating impact of microfinance on rural farming sector. Finding out the general banking and microfinance situation, appraising scheme impact and making recommendations were the research’s objectives. A descriptive research design was used. A population of 3,400 members constituting 289 Investment Groups (IGs) was used. Quota and purposive sampling were used to select 20 IGs and 154 individual respondents. Sample survey, Focus Group Discussions (FGD) and Key Informant Interviews (KII) were data collection methods. The survey findings showed that the five Department For International Development’s (DFID’s) Sustainable Livelihoods Approach (SLA) asset bases increased more for the treatment than the control groups, signifying microfinance impact. Wealth ranking, meant to triangulate survey results, depicted upward mobility of groups; old ones transcending to rich categories while the new moved into top poor rank, also demonstrating impact. Further, scheme achieved women empowerment basing on their numerical predominance and improved self-confidence, signifying impact. The study recommends that Farmers’ Association of Community self-Help Investment Groups (FACHIG) resuscitated its savings component using the Self-Help Group (SHG) thrift approach to ensure scheme sustainability. In addition, climate change, a phenomenon which increased droughts, could have dampened impact. However, the research did not delve into this area, compelling a future study.

Thesis (MDF)--Stellenbosch University, 2012.
ENGLISH ABSTRACT: This research study has examined the impact of contract farming on enhancing efficiencies with the agricultural value chain for smallholder tobacco farmers in Mashonaland Central Province in Zimbabwe. The major challenges facing smallholder farmers in Africa in general and Zimbabwe in particular relate to financial constraints, technical expertise and market access. Contract farming as a transactions-cost-focussed-model is considered more effectively responsive to those challenges than the pure market approach which insufficiently addresses the impact of information asymmetries, bounded rationality, uncertainty, governance challenges and infrastructure challenges, among others. It allows for closely monitored smallholder financing by agribusiness entities which reduces or eliminates the probability of loan default. Contract farming is seen as an important mechanism in transforming the fragmented, subsistence agriculture in rural Africa into high commercialised and viable business undertakings. In this study, extensive reference is made to literature on agriculture financing; empirical research data on smallholder productivity and loan recoverability is drawn and analysed using the quantitative research methodology. The analysis sought to test for relationships among a set of variables and in the process examined the impact of contract farming. A comparative analysis of national data on the contract and auction system of tobacco marketing was done with emphasis on production and sales volumes, crop quality, price stability and market access. The results from the quantitative analysis of farmer-level and country-level data indicated a strong correlation between smallholder farmer production, productivity and loan recoverability and contract farming value chain intervention mechanisms.

This study sought to evaluate the effectiveness of the GWAPA Single Mothers Poverty alleviation Programme. The study hypothesized that women in Gweru are among the most vulnerable to poverty and disease and GWAPA project may be an effective source to their poverty alleviation. Main objectives of the study were to explain selected development concepts, to explore the relationship between gender and poverty, to investigate the effectiveness of the GWAPA Programme, to outline the challenges faced by GWAPA, and to offer recommendations based on research findings to help improve the effectiveness of the programme. Both theoretical study and empirical research methods were used to ensure a balanced evaluation of the problem. The theoretical study established that the target population for poverty alleviation and development programmes must be fully involved for development to replace poverty. On average women were found to be poorer than men and hence the need for projects that focus on poverty alleviation among women. In the empirical study 375 of the 1756 GWAPA single women members were used as questionnaire respondents, and 3 management employees were sampled for the interviews. Descriptive survey and qualitative participatory approaches were used as the main research methodologies. This hybrid approach was intended to improve the validity and reliability of the outcome of the study by mitigating weaknesses of different individual approaches. This approach would ensure maximum utilization and involvement of subjects and available resources. Questionnaires, interviews and documentary evidence augmented by the researcher's experience with the NGDO were used as research instruments. Of the 375 Questionnaires distributed, 357 (95%) were collected. Various statistical measures were used to summarize and interpret the data, particularly tables, graphs and charts, actual frequencies and percentage rates. Narrative descriptions were also used to explain given scenarios and relationships. The study established that poverty and development are multidimensional concepts, families headed by women are on average poorer than those headed by men, respondents' lives have changed for the better, GWAPA single mothers have work overload especially considering that as women they shoulder the biggest chunk of the family responsibilities, and most of the GWAPA projects which started well were now suffocating under the current economic hardships.. Main challenges faced by GWAPA include the current political and economic environment, the HIV/AIDS pandemic, the limited educational levels among its members, members' limited access to resources, community cultural biases and negative attitudes towards single mothers and commercial sex workers, government regulation on financial transactions and the amount of cash one should hold outside the banking system, and work overload among members. The study recommends involvement of GWAPA members' opposite sex partners as affiliates, intensive public campaigns, lobbying and advocacy to remove the stigma and negative attitudes towards single mothers and commercial sex workers, improving infrastructure and the GWAPA Farm operations, engaging long term facilitators, certification after attending training programmes, excelling awards, present manuals in mother languages, and alternative fundraising strategies. The government and municipalities are encouraged to invest more in the small enterprise sector as it has proven to have the capability to create employment and develop communities by mobilizing the grassroots. The study also recommends a more detailed and deeper participatory study, related comparative studies that show differences and similarities between related projects in different areas in Zimbabwe, and similar studies on DNGOs that work with both sexes in different areas in Zimbabwe.
Thesis (M. Development and Management)--North-West University, Vaal Triangle Campus, 2009.

This study to meant to determine the extent to which the Zimbabwean women in the small-scale business sector depended on their social capital to make it. The primary question of the study was: What is the significance of social capital in determining the success or failure of women’s businesses in Zimbabwe? Methodologically, the study followed the constructivist approach, which aimed at obtaining detailed and thick in-depth descriptions from the women who are socially a vulnerable group. It followed the qualitative research design; whose characteristics were dependence on the narratives of the discussants to explain phenomena. Non-probability sampling was preferred, and the sampling techniques used were mainly purposive. The sample comprised 21 participants, drawn from a population of women in small scale businesses in Glen Norah A, Glen View 1 and Highfield in Harare. The researcher used focus group discussions and individual interviews for data collection. Data was analysed thematically. The key findings were that women were dependent on their bonding and linking social capital to succeed (or fail) in business. Thus, such findings constitute some of the major contributions of the study to the commonwealth of knowledge. In particular one contribution is that women’s business development in the small-scale informal sector follows a particular lifecycle where different types of social capital are required. The findings led to the recommendations that women must be recognized as key players in economic development, and should be assisted at nascent stages so that their participation in economic development can be more robust and visible.
Sociology
D. Litt. et Phil. (Sociology)

Text in English
The small house phenomenon amongst the Shona people in contemporary Zimbabwe forms part of the relationship and household arrangements amongst certain heterosexual couples. In cases where partners engage in small house relationships, it has specific implications for existing marriage and family dynamics. The study sought to address the question: What are the perceptions on gender dynamics of the small house phenomenon as an emerging family structure in contemporary Zimbabwean society? The relative newness as well as the secretive nature and complexity of the small house relationship, render the nuances of gender dynamics in such contexts worth exploring to add value to the Sociology of Families and gender dynamics. The research was conducted in Harare metropolitan province and adopted social exchange theory and African feminism to illuminate the gender dynamics in small house households. It utilised a qualitative research paradigm and employed in-depth interviews to collect data from 30 participants who were purposively sampled. Findings of the study reveal that although the small house relationship may at times be informed by the ideals of traditional Shona polygynous marital practices, it differs in several respects with polygyny as it attempts to adapt to the socio-economic demands of the 21st century. The study uncovers that the social exchanges in small house relationships are not only gendered, but also based on inequalities relating to class, age and lineage. The small house relationship at times perpetuates gender inequalities between the partners involved. The study exposed how certain small house relationships were inundated with a myriad of problems including gender-based violence, financial constraints and increased susceptibility to HIV and AIDS and other STIs. Problems experienced in small house households are often exacerbated by the secretive nature of the relationship. Furthermore, a form of hegemonic masculinity and emphasised femininity, which are manifestations of the deeply entrenched patriarchal hegemony in the Shona culture, results in asymmetrical intimate relations. It was also revealed that small house households may inadvertently violate children’s rights, including opportunities to access and secure education and social security. Reportedly, disengaged fatherhood in the context of the small house can affect children’s welfare and socialisation negatively.
Sociology
D. Phil. (Sociology)

Text in English
Industrial sites in Harare contribute significantly to the economy of Zimbabwe. Harare is the capital city of Zimbabwe and therefore has significant manufacturing and commercial activity. The protection of industrial sites is very important because of the presence of valuable assets and operations. Therefore the main purpose of deploying security measures at industry premises is to create a safe and secure environment for the business functions. Security management is consequently an important element of an industrial organisation’s continuity. The implementation of integrated security systems was examined to some extent within this study. The size and nature of industrial facilities influenced this study to view integrated security systems as more effective than stand-alone security measures. The study sought to investigate the various aspects associated with the implementation. The purposes of the research included the following: • Examine current practices, benefits, shortcomings in the implementation of integrated security systems; • Critically evaluate the security management aspects required for the implementation ofintegrated security systems; • Investigate successes and failures associated with integrated security systems and how implementation can be improved; • Examine and identify factors necessary for a best practice approach to integrated security systems; and • Determine a methodology for the effective implementation of integrated security systems. Additionally the study briefly examined how security systems integration can assist in reducing the problem of connivance to theft at receiving and dispatch points at industrial facilities. The report is divided into five chapters. Chapter 1 covers the research problem, Chapter 2 deals with the research methods while Chapter 3 has insightful information from literature review. Chapter 4 presents the data and how it was analysed. Lastly Chapter 5 has findings, recommendations and conclusions. The study used the mixed-method approach. This approach includes both qualitative and quantitative research in order to gain a more in-depth understanding of the research problem. The methods of data collection were site visits, interviews and questionnaires. The sample was drawn from a cross-section of sites within the industrial areas of Workington, Southerton, Willowvale, Graniteside, Msasa and few outside industries in the vicinity of Harare. A total of 11 sites were observed. The interviews consisted of 30 participants who were mainly security practitioners at management level as well as some non-security managers. In addition, a total of 102 respondents participated in this study by completing the questionnaire. The majority of the respondents were security practitioners who were the main focus of the study. The findings support the various aspects of the implementation of integrated security systems. The conclusions emanating from the statistical analysis of the collected data included the following: • The critical assets for protection at industrial facilities are infrastructure, products, revenue, people and other movable items or equipment; • The main threat sources are from outsiders, crime syndicates and employees; • Security systems suitable for integration are CCTV, electronic access control, alarms, personnel, policies and procedures backed by information communication technologies. • Security should be functionally integrated with other departments which include Information Technology, Human Resources, Finance, Operations and Marketing; • The preferred mode of linkage was established to be fibre optic on a local area or wide area network using intranet or internet; • The key players in the integration were found to be security practitioners, top management, IT specialist, system suppliers, installers and operators; • The implementation process consists of security policy, survey, system design, procurement, installation, training, operating, review and upgrade; • Factors necessary for best practice include system purpose, availability of resources, top management commitment, skills, and feasibility to implement; • The benefits are mainly improved effectiveness, easy of monitoring, improved outlook and record keeping; • The most significant challenges are system breakdown, sabotage and power outage; and • Connivance to theft can be mitigated by a combination of staff rotation, dedicated CCTV, spot checks, undercover surveillance and functional integration. area network using intranet or internet; • The key players in the integration were found to be security practitioners, top management, IT specialist, system suppliers, installers and operators; • The implementation process consists of security policy, survey, system design, procurement, installation, training, operating, review and upgrade; • Factors necessary for best practice include system purpose, availability of resources, top management commitment, skills, and feasibility to implement; • The benefits are mainly improved effectiveness, easy of monitoring, improved outlook and record keeping; • The most significant challenges are system breakdown, sabotage and power outage; and • Connivance to theft can be mitigated by a combination of staff rotation, dedicated CCTV, spot checks, undercover surveillance and functional integration.
Security Risk Management
M. Tech. (Security Management)

The pattern of a classical hyperinflation is an acute acceleration of inflation to levels above 1000% generally associated with printing money to finance large fiscal deficits due to wars, revolutions, and the end of empires or the establishment of new states (Coorey et al, 2007: 3). After World War I, a handful of European economies succumbed to hyperinflation. Austria, Germany, Hungary, Poland, and Russia all racked up enormous price increases, with Germany recording an astronomical 3.25 million percent in a single month in 1923 (Reinhart and Savastano, 2003: 1). Since the 1950s, hyperinflation has been confined to the developing world and the transition economies. Zimbabwe currently has the highest rate of inflation in the world with an annual rate of 7982.1% in September 2007 (RBZ Website, 1/11/07). This paper examines the impact of hyperinflation on Small to Medium Enterprises (SMEs) in Harare, Zimbabwe with aims of revealing how SMEs were affected by hyperinflation and other factors linked to the phenomenon.
Thesis (M.A.)-University of KwaZulu-Natal, Durban, 2007.

This study concerns the contribution that the church can make to small businesses in Zimbabwe through the development of an appropriate holistic training programme for entrepreneurs. Through a case study on the situation in Masvingo undertaken through participant observation and interviews with various role players, this thesis first identifies the fundamental reasons that lead to the lack of viability of the small businesses in Zimbabwe. To develop a response for the church, this study adopts a three pronged approach. Firstly, the theological basis for freedom is laid through a reading of four biblical stories: the creation story, the Exodus story, the prophets' story and the Messianic story. It is argued that these stories can influence and challenge the church to be meaningfully engaged in a freedom centred development process that can foster the freedoms and values that small businesses need in order to grow and flourish. Secondly, Amartya Sen's theory of freedom as development was engaged in a bid to find an interface between economic and development theory and the theological vision of freedom for socio-economic freedom in Zimbabwe. Thirdly, having established a linkage between a theoretical and a theological essence for freedom the research then examined the role the church can play in enhancing the freedoms for the operators of small businesses in Zimbabwe. The study suggests a freedom-centred entrepreneurial training model that is based on Paulo Freire's dialogical education model. A formal proposal of the key elements of such a training programme is explored. The study recognises that the socio-economic situation in Zimbabwe continues to deteriorate so rapidly that all research seems out of date; but it has proceeded with the hope that when the economic situation improves this study would become an important tool through which the church can begin to contribute to development and the revival of small businesses in Zimbabwe.
Thesis (M.Th.)-University of KwaZulu-Natal, Pietermaritzburg, 2007.

The study sought to investigate the impact of systemic corruption in public enterprises in the Harare metropolitan area in Zimbabwe. This research study used a case and explanatory research designs as its major research approaches. The study was largely prompted by the high level of corruption in public enterprises as reported to the Anti - Corruption Commission and the media. In this study, fourteen (14) directors and twenty six (26) public enterprise officials were used as research subjects. Questionnaires, interviews and documentary reviews were used as research instruments to collect information on the impact of systemic corruption in public enterprises in the Harare metropolitan area. The study showed that low remuneration levels for both low and high level public enterprise officials, patronage appointment to higher level of management and the lack of political will to empower public enterprise officials on the evil of corruption were the causes of systemic corruption. Greed, the disintegration of work morality and ethics in the manner in which public affairs across public enterprises were being handled, were key causes of systemic corruption (see chapter 4 for details). The high level of secrecy in the management of public affairs, the lack of transparency, discipline, fairness, responsibility, equity and weak legal system on corruption were also noted to be corruption drivers. With regard the manifestation of corruption in public enterprises, it was established that systemic corruption occurred in the following forms: abuse of power, fraud, favouritism, embezzlement, weak control, extortion and ghosting.The study also showed that systemic corruption created problems such as administrative inefficiency and parasitism, a social atmosphere of tension and dishonesty within public enterprises (see chapter 4 for details). Corruption reallocated resources to the rich and powerful public officials who were aligned to the ruling party or those in authority. The study also noted that public enterprises officials were using technical complexity in procedures and regulations to conceal under-dealings.It was iv the findings of this study that rewarding for reasons not related to performance, dishonesty, over claiming expenses, falsification of reports/records and favouritism in public enterprises were high. The study also revealed that bid-rigging, shifting from core business, ghosting, and giving gratitude/gift to influence decision were some of the prevalent unethical activities in public enterprises. Against this backdrop, it is recommended that the level of remuneration in public enterprises for public officials is improved so that the minimum grounds for corruption motives are reduced. When salaries are too low, officers are obviously forced to indulge in unethical activities which in turn affect the general public directly or indirectly. It is critical that all public enterprise officials undergo training in the dimension of corruption and corporate governance as a means of empowerment. Corrupt individuals and business organisations in the Harare metropolitan area should not be employed or engaged in public related work and that public affairs must be managed in a transparent and open manner although confidentiality must be observed. The study also recommends that the appointment of public enterprise officials must be based on competence, relevant educational qualifications and experience. Another recommendation is that all cases of corruption must be treated as high level criminal cases which attract longer and deterrent court judgments (see chapter four for details).
Public Administration and Management
M.P.A.

The study was conducted in Harare as regards Zimbabwe’s mobile telecommunications sector, examining the influence of a selected factors on consumers’ awareness of corporate social responsibility (CSR) and the effects that CSR awareness has on consumers. The practice of CSR influences a number of business aspects including firm financials, corporate image, corporate reputation and market share. This study has been ignited by the fact that little evidence exist in studies covering the precursors and effects of CSR awareness from the consumers’ perspective. More so, that Zimbabwe’s mobile telecommunications sector is currently the fastest growing sector accompanied with numerous CSR activities. The present study therefore sought to answer the questions which includes; (i) does ethical consumerism, consumer rights awareness, socio-environmental awareness and consumer generosity culture influence consumer awareness of CSR in the mobile telecommunications sector? (ii) what is the effect of age, gender and level of education on consumer awareness of CSR in the mobile telecommunications sector? (iii) what is the influence of consumer awareness of CSR on corporate image, consumer attitude, purchase intention and actual purchase behaviour in the mobile telecommunications sector? (iv) what is the effect of corporate image on consumer attitude in the mobile telecommunications sector? (v) what is the effect of consumer attitude on purchase intention in the mobile telecommunications sector? (vi) what is the effect of purchase intention on actual purchase behaviour in the mobile telecommunications sector? A mixed research study was carried out using a self-administered questionnaire on 1,100 mobile telecommunications sector consumers in Harare, Zimbabwe. Quantitative data was analysed using SPSS with AMOS while qualitative data was analysed using NVIVO. The study results indicate that ethical consumerism, consumer rights awareness, socio-environmental awareness and consumer generosity positively influence consumer CSR awareness while age, gender and level of education do not influence consumer CSR awareness. CSR awareness proves to have a direct influence on corporate image, consumer attitude, purchase intention and not on actual purchase behaviour. The study findings show a direct positive relationship among corporate image, consumer attitude, purchase intention and actual purchase behaviour. The study recognized that respondents are aware of CSR in the form of firm donations, assistance towards social causes, improving the environment, building or renovating facilities, good services, affordable prices and promotional programs. Study results points out that respondents are aware of CSR through platforms such as advertising, sending text messages, firms’ ethical or professional conduct, campaigns and exhibitions.
Business Management
D. B. L.(Business Leadership)

This study seeks to establish whether the introduction of new products between 1995 and 2003 created value for the customers and if the bank's key performance indicators such as profitability and market share improved as a result. The research also intends to identify the benefits and problems associated with development and introduction of new products in the banking sector, and whether or not the benefits are worth the effort and resources invested. Literature on segmentation, product development and customer care, from popular authors such as Kotler were applied. Subjects used were 29 Zimbabwe Banking Corporation Limited customers and 10 non-customers. The self-administered structured questionnaire, in conjunction with face-to-face interviews were used throughout the study. To ensure relevance and reliability of responses, only randomly selected companies and individuals were interviewed. Overall almost three quarters of the respondents affirmed that new products and refurbishments are effective because customer choice is increased, and that simply by introducing new products, the company shows an image of great customer focus. The introduction of new products and refurbishment of branches was also said to enhance the image of the bank. Others associated such changes with increased speed of service and better, more convenient products. Comparing the period before renovations with the one after, the new products introduced and branch refurbishments have had positive impact on the performance of ZIMBANK, as very significant improvements have been noted especially on the aspects of customer service, quality of products and increase in branch network.
Thesis (MBA)-University of Natal, Durban, 2003.

A report on a research study presented to the Department of Social Work School of Human and Community Development, Faculty of Humanities University of the Witwatersrand in partial fulfilment of the requirements for the degree Master of Arts in Social Work in the Field of Social Development, March 2017
Poverty is one of the biggest challenges that the global community is struggling with. In attempting to address poverty, there has been a tilt towards a microenterprise approach to social development mostly in the global South. The purpose of the study was to explore the role of microenterprises in poverty alleviation and how microenterprises can be optimised as a strategy for poverty alleviation. The primary aim of the study was to explore ways in which microenterprises are contributing to the reduction of household poverty in Bulawayo, Zimbabwe. This was a qualitative study and a multiple case study design was employed. A semi-structured interview schedule was used during interviews with nine participants who had either gone through entrepreneurship or technical skills training and two key informants were selected based on their expertise in enterprise development. Purposive sampling was used to select the participants and thematic analysis was applied to analyse the collected data from all participants. The major findings of this study were that microenterprises have a pivotal role in ensuring basic sustenance, for example basic needs like rent, food, health care and education. All the participants had received business training, however, there still is a disjuncture between business knowledge and application. Challenges that affected participants in the study included lack of machinery, access to credit and lack of a market for their products as indicated in the findings of the study. The participants expressed that microenterprises are a step towards breaking the poverty cycle. The main findings of this study are that microenterprises as a tool in poverty alleviation manages only to afford people basic sustenance, however, it cannot alone be the panacea for poverty reduction, hence it should be seen amongst other interventions in social development.
XL2018

Submitted in fulfillment of the requirements of a Doctor of Technology: Business Administration Degree, Durban University of Technology, Durban, South Africa, 2014.
The study assesses the impact of trade and economic liberalisation policy reforms on the operations of selected manufacturing small to medium enterprises (SMEs) in Zimbabwe, and then compares the findings with experiences from South Africa’s SMEs. Motivation for the study was premised on two fronts. Zimbabwe and South Africa are currently faced with high unemployment rates (80% for Zimbabwe and 25% for South Africa). It therefore follows that job creation and poverty alleviation are the two pressing challenges facing the governments of Zimbabwe and South Africa. Secondly, the governments of Zimbabwe and South Africa have identified SMEs as the engines of economic growth with a special focus on addressing the twin challenges of unemployment and poverty alleviation. The roles and hopes bestowed on SMEs calls for a thriving and vibrant SME sector. On the other hand the adoption of trade liberalisation policies in the two countries has led some analysts to cast doubts on the ability of SMEs to withstand the fierce competition from established Multi-National Corporations and cheap imports. Employing a combined qualitative-quantitative approach, the study finds that trade and economic liberalisation policy had a negative impact on the operations of manufacturing small to medium enterprises in both Zimbabwe and South Africa. Cash-strapped SMEs have been strangled by resource-rich Multi-National Corporations. So dire is the situation that in the absence of significant government intervention, SMEs face an uncertain future. Compounding the matter is the fact that most SMEs in two countries are not involved in exports due to lack of knowledge and resources. The innovativeness ability of most SMEs remains very low. The study does not find significant differences on the impact of trade liberalisation policy reforms between SMEs in Zimbabwe and those in South Africa. It is recommended that the governments of Zimbabwe and South Africa need to introduce incentives to encourage SMEs to export and thus employ more people. Governments in Zimbabwe and South Africa need to factor in the transfer of technology to SMEs as one of the clauses when they negotiate the entry conditions of MNCs. In addition, the governments in Zimbabwe and South Africa must reintroduce tariffs in certain critical sectors of the economy to curtail cheap imports. It is cautioned that failure to protect SMEs could jeopardise the survival of most SMEs in Zimbabwe and South Africa, translating into increased unemployment, poverty and unequal wealth distribution.

Technology has removed all political boundaries, and has significantly transformed the way business is conducted in the modern age. The world has become a global village in which, by the mere click of a mouse button, anyone can reach any market in any part of the world. This however, has introduced stiff competition among businesses worldwide for markets, where the most affected are SMEs in developing countries. Research has shown these SMEs lack capital to invest in IT in order to improve their competitive advantage. Cloud computing is an emerging computing paradigm, which has been touted as the panacea to help SMEs in developing countries become competitive. For SMEs to be globally competitive, they need to transform and adopt ICT, and use it effectively. A great deal of research has been carried out on the benefits and barriers to ICT adoption by SMEs in both developing and developed countries. The findings obtained from studies from a single country cannot be considered „one size fits all‟ and thus, cannot be applied to all countries, due to the difference in geopolitical and economic development trajectories. Zimbabwe is a developing country, and by virtue of its unique history cannot be compared to any other country in the world. This means that no research conducted outside the borders of Zimbabwe can truly be generalised to SMEs in the country. This study explored the readiness of SMEs in Bulawayo (Zimbabwe) to adopt cloud computing as a business strategy. The study used the NOIIE (which stands for National e-readiness, Organisational preparedness, Industrial relationships, Internal resistance and External influence) conceptual framework to assess the readiness of SMEs in Bulawayo in embracing cloud computing. The study undertook a positivist philosophy, underpinned by quantitative methodology. Questionnaires were sent to systematically sampled SMEs in order to answer the research questions. The data was then collected and analysed by SPSS. The findings revealed that most SMEs are notably young and small, and therefore not mature enough to have foundation for execution. The findings also revealed that top management in SMEs is either not willing to commit or do not have the resources to put in necessary infrastructure to migrate to cloud computing. This indicates a possible lack of awareness of the benefits of the cloud to SMEs. The government has not done enough to promote the use of cloud by SMEs. Power cuts and expensive Internet access exacerbate the plight of the SMEs to move to the cloud. Lack of visible cloud service providers makes the situation even worse.
Computing
M. Sc. (Computing)

The study sought to investigate the performance measurement practice of retail Micro, Small and Medium Enterprises (MSMEs) in Zimbabwe and to develop a performance measurement framework for monitoring and managing the performance of retail MSMEs in developing countries. The performance measurement framework may enhance the chances of success and survival of these retail MSMEs. The framework was developed based on a review of the literature and an empirical study. Questionnaires were administered to 373 owner/managers of which only 189 responded. Interviews were held with 20 senior employees in the accounts/finance departments of MSMEs. Stratified random sampling was employed to select the 20 senior employees interviewed. Interviews were also held with eight (8) owner/managers who were purposively selected from the 189 MSMEs who participated in the study. It was established that most of the MSMEs do not measure the CSFs identified from the literature review. The study identified innovation, management of costs, and management of customers, management of competitors, market scanning, employee motivation, and management of regulators as the factors that need to be measured and monitored if MSMEs are to succeed. The performance measurement framework which emerged from the study focused more on measurement of non-financial performance rather than financial performance. Most owner/managers interviewed indicated that the proposed performance measurement framework can be used to enhance the performance of MSMEs. The study recommends that a confirmatory study such as structural equation modelling should be carried out in order to test the cause-effect relationship between the CSFs identified in this study. The study also recommends a longitudinal study where the researcher will assess the performance measurement practices of the retail MSMEs over time rather than relying on the perceptions of owner/managers and employees of the MSMEs. Keywords: Critical success factors, MSMEs, performance measurement,
Management Accounting
D. Phil. (Management Accounting)

The concept of Corporate Social Responsibility (CSR) in Small to Medium Enterprises (SMEs) has been significantly drawing global attention for the past decade. The solving of social, political and economic problems now fully requires the involvement of both the public and private sectors, particularly in the context of developing countries. In Zimbabwe, CSR has mainly been the responsibility of large firms, NGOs and the government. Little has been done to encourage SMEs to take initiative and responsibility on CSR matters, although these SMEs constitute about ninety percent of all economic activities in Zimbabwe. For CSR to be implemented, there is need for access to information. Public libraries are one of the major focal points in the provision of information. These public libraries have vast potential to support CSR initiatives and are capable of partnering with various organisations from different sectors as well. However, when it comes to visibility on CSR, public libraries in Zimbabwe and in other developing countries are almost non-existent. The aim of this study was to investigate the role that public libraries play in promoting CSR to SMEs in Zimbabwe as a means of contributing in shaping policies which ensure that public libraries are more relevant in society through their support of, as well as their involvement in sustainable developmental issues. In order to attain this, the study adopted the interpretive paradigm and the qualitative approach. In addition, the case study design was used, allowing the researcher to obtain detailed information about the Harare City Library in relation to the promotion of CSR to SMEs. The target population for this study included librarians at public libraries in Zimbabwe and the owners or managers of formally registered SMEs in the country. The study revealed that a great number of SMEs have limited knowledge about CSR and do not engage in it. SMEs consider CSR to be mainly philanthropic in nature, as their knowledge does not extend to include other important aspects of the concept. In addition, public libraries are not the major source of CSR information provision to SMEs, although a fair number of SMEs believe that they should be at the forefront. The study recommends that public libraries should reach out to SMEs to promote CSR to them, in addition to marketing the library’s own information resources and services. Public libraries need also to establish strategic alliances with relevant stakeholders as a means of encouraging SMEs to engage in CSR initiatives.
Information Science
M. Inf. (Information Science)

Abstracts in English, Zulu and Southern Sotho
The advent of Basel II Capital Accord has revolutionised credit risk measurement (CRM) to the extent that the once “perceived riskier bank assets” are now accommodated for lending. The Small and Medium Enterprise (SME) sector has been traditionally perceived as a riskier and unprofitable asset for lending activity by Commercial Banks, in particular. But empirical studies on the implementation of the Basel II internal-ratings-based (IRB) framework have demonstrated that SME credit risk is measurable. Banks are still finding it difficult to forecast SME loan default and to provide credit to the sector that meet Basel’s capital requirements. The thesis proposes to construct an empirical credit risk measurement (CRM) model, specifically for SMEs, to ameliorate the adverse effects of SME credit inaccessibility due to high information asymmetry between financial institutions (FI) and SMEs in Zimbabwe. A well-performing and accurate CRM helps FIs to control their risk exposure through selective granting of credit based on a thorough statistical analysis of historical customer data. This thesis develops a CRM model, built on a statistically random sample, known-good-bad (KGB) sample, which is a better representation of the through-the-door (TTD) population of SME loan applicants. The KGB sample incorporates both accepted and rejected applications, through reject inference (RI). A model-based bound and collapse (BC) reject inference methodology was empirically used to correct selectivity bias inherent in CRM domain. The results have shown great improvement in the classification power and aggregate supply of credit supply to the SME portfolio of the case-studied bank, as evidenced by substantial decrease of bad rates across models developed; from the preliminary model to final model designed for the case-studied bank. The final model was validated using both bad rate, confusion matrix metrics and Area under Receiver Operating Characteristic (AUROC) curve to assess the classification power of the model within-sample and out-of-sample. The AUROC for the final model (weak model) was found to be 0.9782 whilst bad rate was found to be 14.69%. There was 28.76% improvement in the bad rate in the final model in comparison with the current CRM model being used by the case-studied bank.
Isivumelwano seBasel II Capital Accord sesishintshe indlela yokulinganisa ubungozi bokunikezana ngesikweletu credit risk measurement (CRM) kwaze kwafika ezingeni lapho izimpahla ezazithathwa njengamagugu anobungozi “riskier bank assets” sezimukelwa njengesibambiso sokuboleka imali. Umkhakha wezamaBhizinisi Amancane naSafufusayo, phecelezi, Small and Medium Enterprise (SME) kudala uqondakala njengomkhakha onobungozi obukhulu futhi njengomkhakha ongangenisi inzuzo, ikakhulu njengesibambiso sokubolekwa imali ngamabhange ahwebayo. Kodwa izifundo zocwaningo ezimayelana nokusetshenziswa nokusetshenziswa kwesakhiwo iBasel II internal-ratings-based (IRB) sezikhombisile ukuthi ubungozi bokunikeza isikweletu kumabhizinisi amancane nasafufusayo (SME) sebuyalinganiseka. Yize kunjalo, amabhange asathola ukuthi kusenzima ukubona ngaphambili inkinga yokungabhadeleki kahle kwezikweletu kanye nokunikeza isikweletu imikhakha enemigomo edingekayo yezimali kaBasel. Lolu cwaningo beluphakamisa ukwakha uhlelo imodeli ephathekayo yokulinganisa izinga lobungozi bokubolekisa ngemali (CRM) kwihlelo lokuxhasa ngezimali ama-SME, okuyihlelo elilawulwa yiziko lezimali ezweni laseZimbabwe. Imodeli ye-CRM esebenza kahle futhi eshaya khona inceda amaziko ezimali ukugwema ubungozi bokunikezana ngezikweletu ngokusebenzisa uhlelo lokunikeza isikweletu ababoleki abakhethekile, lokhu kususelwa ohlelweni oluhlaziya amanani edatha engumlando wekhasimende. Imodeli ye-CRM ephakanyisiwe yaqala yakhiwa ngohlelo lwamanani, phecelezi istatistically random sample, okuluphawu olungcono olumele uhlelo lwe through-the-door (TTD) population lokukhetha abafakizicelo zokubolekwa imali bama SME, kanti lokhu kuxuba zona zombili izicelo eziphumelele kanye nezingaphumelelanga. Indlela yokukhetha abafakizicelo, phecelezi model-based bound-and-collapse (BC) reject-inference methodology isetshenzisiwe ukulungisa indlela yokukhetha ngokukhetha ngendlela yokucwasa kwisizinda seCRM. Imiphumela iye yakhombisa intuthuko enkulu mayelana namandla okwehlukanisa kanye nokunikezwa kwezikweletu kuma SME okungamamabhange enziwe ucwaningo lotho., njengoba lokhu kufakazelwa ukuncipha okukhulu kwe-bad rate kuwo wonke amamodeli athuthukisiwe. Imodeli yokuqala kanye neyokugcina zazidizayinelwe ibhange. Imodeli yokugcina yaqinisekiswa ngokusebenzisa zombili indlela isikweletu esingagculisi kanye negrafu ye-Area under Receiver Operating Characteristic (AUROC) ukulinganisa ukwehlukaniswa kwamandla emodeli engaphakathi kwesampuli nangaphandle kwesampuli. Uhlelo lwe-AUROC lwemodeli yokugcina (weak model) lwatholakala ukuthi luyi 0.9782, kanti ibad rate yatholakala ukuthi yenza i-14.69%. Kwaba khona ukuthuthuka nge-28.76% kwi-bad rate kwimodeli yokugcina uma iqhathaniswa nemodeli yamanje iCRM model ukuba isetshenziswe yibhange elithile.
Basel II Capital Accord e fetotse tekanyo ya kotsi ya mokitlane (credit risk measurement (CRM)) hoo “thepa e kotsi ya dibanka” ka moo e neng e bonwa ka teng, e seng e fuwa sebaka dikadimong. Lekala la Dikgwebo tse Nyane le tse Mahareng (SME) le bonwa ka tlwaelo jwalo ka lekala le kotsi e hodimo le senang ditswala bakeng sa ditshebetso tsa dikadimo haholo ke dibanka tsa kgwebo. Empa dipatlisiso tse thehilweng hodima se bonweng kapa se etsahetseng tsa tshebetso ya moralo wa Basel II internal-ratings-based (IRB) di supile hore kotsi ya mokitlane ya SME e kgona ho lekanngwa. Leha ho le jwalo, dibanka di ntse di thatafallwa ke ho bonelapele palo ya ditlholeho tsa ho lefa tsa diSME le ho fana ka mokitla lekaleng leo le kgotsofatsang ditlhoko tsa Basel tsa ditjhelete. Phuputso ena e ne sisinya ho etsa tekanyo ya se bonwang ho mmotlolo wa kotsi ya mokitlane (CRM) tshebetsong ya phano ya tjhelete ya diSME e etswang ke setsi sa ditjhelete (FI) ho la Zimbabwe. Mmotlolo o sebetsang hantle hape o fanang ka dipalo tse nepahetseng o dusa diFI hore di laole pepeso ya tsona ho kotsi ka phano e kgethang ya mokitlane, e thehilweng hodima manollo ya dipalopalo ya dintlha tsa histori ya bareki. Mmotlolo o sisingwang wa CRM o hlahisitswe ho tswa ho sampole e sa hlophiswang, e leng pontsho e betere ya setjhaba se ikenelang le monyako (TTD) ya batho bao e kang bakadimi ba tjhelete ho diSME, hobane e kenyelletsa bakopi ba amohetsweng le ba hannweng. Mokgwatshebetso wa bound-and-collapse (BC) reject-inference o kentswe tshebetsong ho nepahatsa tshekamelo ya kgetho e leng teng ho lekala la CRM. Diphetho tsena di bontshitse ntlafalo e kgolo ho matla a tlhophiso le palohare ya phano ya mokitlane ho diSME tsa banka eo ho ithutilweng ka yona, jwalo ka ha ho pakilwe ke ho phokotseho ya direite tse mpe ho pharalla le dimmotlolo tse hlahisitsweng. Mmotlolo wa ho qala le wa ho qetela e ile ya ralwa bakeng sa banka. Mmotlolo wa ho qetela o ile wa netefatswa ka tshebediso ya bobedi reite e mpe le mothinya wa Area under Receiver Operating Characteristic (AUROC) ho lekanya matla a kenyo mekgahlelong a mmotlolo kahare ho sampole le kantle ho yona. AUROC bakeng sa mmotlo wa ho qetela (mmotlolo o fokotseng) e fumanwe e le 0.9782, ha reite e mpe e fumanwe e le 14.69%. Ho bile le ntlafalo ya 28.76% ho reite e mpe bakeng sa mmotlolo wa ho qetela ha ho bapiswa le mmotlolo wa CRM ha o sebediswa bankeng yona eo.
Graduate School of Business Leadership
D.B.L.