Papers by Orthodox Tefera
Advances in human and social aspects of technology book series, May 1, 2023
DOAJ (DOAJ: Directory of Open Access Journals), Feb 1, 2017
International Journal of Research in Business and Social Science (2147- 4478)
Mobile telecommunications service providers outsource various activities like logistics, assembly... more Mobile telecommunications service providers outsource various activities like logistics, assembly operations, manufacturing and design. However, little research has been conducted in Southern Africa to establish the actual drivers triggering mobile telecommunication companies to implement business process outsourcing (BPO) and the risks associated with implementation. This research aims to redress the existing knowledge gap and the limited body of literature by conducting research to establish the drivers and risks of implementing BPO. A structured, closed-ended questionnaire collected raw data from 210 employees. Descriptive statistics were conducted to establish the drivers triggering mobile telecommunication companies to implement BPO. Overall, the results concluded that some of the key drivers of implementing BPO by the telecom operators are reduction in capital investment, thereby freeing up limited capital funds more available for core areas, and the company can have access to...
African Journal of Business and Economic Research
Mobile telecommunications service providers outsource a range of activities like logistics, assem... more Mobile telecommunications service providers outsource a range of activities like logistics, assembly operations, manufacturing and design. However, little research has been conducted to empirically evaluate the impact of business process outsourcing (BPO) on the company's operational performance. This research tried to redress the existing knowledge gap and the limited body of literature by proposing a framework to evaluate the impact of BPO in the mobile telecommunications industry using cost and profitability as the underpinning quantitative performance measurements. A structured closed-ended questionnaire was used to collect raw data from 210 employees. Descriptive and chi-square tests were conducted to establish the statistically significant relationship between business process outsourcing and the operational performance of mobile telecommunications. The results reflected a statistically significant relationship between implementation of BPO and cost and profitability. The ...
Acta Commercii
Orientation: Nonprofit organisations (NPOs) play a key role in resolving the challenges and inequ... more Orientation: Nonprofit organisations (NPOs) play a key role in resolving the challenges and inequalities prevalent in South Africa; however, turbulent events have led to existential concerns for many NPOs. It is important to understand how NPOs can augment their organisational resilience to mitigate existential concerns.Research purpose: Organisational resilience literature is in the nascent phase, and it is not yet clear how organisational resilience may be achieved. The objective of this article is to peruse relevant literature and propose an adaptive capacities conceptual framework for NPOs to enhance organisational resilience.Motivation for the study: A perusal of relevant literature was undertaken to identify the adaptive capacities of NPOs. One hundred and thirty-seven peer-reviewed articles were identified from electronic databases including EBSCO Host, Google Scholar, JSTOR, and Academic Search Complete. A thematic analysis of the literature reviewed resulted in 15 adaptive ...
International Journal of Sustainability in Higher Education
Purpose Although natural science disciplines significantly contribute to sustainable development ... more Purpose Although natural science disciplines significantly contribute to sustainable development goals (SDGs), little research attends to how higher education institutions (HEIs) influence the development of leadership skills needed among sustainability leaders. This paper aims to examine the leadership development experiences of natural scientists at the forefront of disciplines associated with SDGs to identify barriers and drivers to sustainability leadership skills development at HEIs. Design/methodology/approach A mixed-methods comparative study was used, integrating qualitative interviews among 21 natural scientists and 11 non-scientists, two focus group discussions and a cross-sectional survey of 221 leaders. The theory of planned behaviour was used as the analytical frame to identify themes emerging from the data as facilitators or barriers to leadership development. Findings There was a statistically significant difference between scientists and non-scientists in the attitud...
International Journal of Kinanthropometry
Objetivo: El objetivo del presente estudio fue desarrollar un modelo predictivo que identifique l... more Objetivo: El objetivo del presente estudio fue desarrollar un modelo predictivo que identifique la condición física y antropométrica que prediga mejor el estado y las posiciones de juego (N=400; 15–17 años) en el programa de desarrollo del fútbol juvenil masculino etíope. Métodos. La medición antropométrica en términos de masa, altura, grasa corporal relativa y composición corporal derivada se realizó utilizando las pautas de la Sociedad Internacional para el Avance de la Cineantropometría (ISAK). El estado físico se midió mediante pruebas de velocidad (10 metros, 20 metros y 40 metros planos), la prueba de agilidad de Illinois, la prueba de salto vertical y el VO2 máximo estimado. Se utilizó ANOVA factorial para probar las relaciones entre la residencia de los jugadores, la posición y los respectivos términos de interacción. Además, se utilizó el análisis discriminante para identificar las variables que contribuyeron a las selecciones. Resultados. Los jugadores de residencias de ca...
African Journal of Business and Economic Research, Mar 26, 2022
African Journal of Hospitality, Tourism and Leisure, 2020
The Durban Municipality Human Settlement Unit (HSU) is always inundated with customers to get a h... more The Durban Municipality Human Settlement Unit (HSU) is always inundated with customers to get a hospitable service. These customers come forth with a variety of challenges and enquiries which need to be resolved by providing proper customer service. Failure to meet customers' expectations may result in dissatisfaction which often manifests in community protests in the municipality. Notably, customer service is key in every organisation that deals with clients. The eThekwini Municipality in South Africa, has a Customer Care Policy but its implementation is always a challenge. The aim of this study was to evaluate the service quality delivered to citizens as customers of the Human Settlements Unit of eThekwini Municipality in Durban, South Africa. Stratified random sampling was used to select a sample of 80 respondents from a target population of 500 customers of the Beneficiary Administration Department. A modified version of the SERVQUAL instrument was adopted to develop the que...
African Journal of Hospitality, Tourism and Leisure, 2020
Big hotels located in Eswatini like Royal Eswatini Sun and Hilton Garden Court have a clear perfo... more Big hotels located in Eswatini like Royal Eswatini Sun and Hilton Garden Court have a clear performance measurement tool to assess their performance. However, the small and medium hotels (SMHs) have challenges to use such tools to measure their performances. This article assesses the usage of the balanced scorecard (BSC) as a tool for Eswatini small and medium hotels sector for performance measurement and growth. The research method adopted was an explanatory mixed sequential method where the initial data collection and analysis conducted was quantitative, and the second phase was qualitative research. The overall quantitative results revealed that SMHs used BSC. The emphases were on non-financial performance measures (internal business process, customer, and learning growth). The financial measures were the lowest used, and this motivated and guided the follow-up interviews with managers and directors. The findings from the interview data revealed the association between financial ...
This article explores the relationship amongst hotel ratings, service quality; customer satisfact... more This article explores the relationship amongst hotel ratings, service quality; customer satisfaction and loyalty in the Ethiopian hotel industry, since the prevalence of different rating (grading) systems is confusing customers. Using stratified cluster sampling by which customers were clustered under the hotels that they stayed in, and stratified according to their hotel ratings, a sample of 1200 hotel guests were targeted. A total of 415 hotel guests responded, by completing the HOTSPERF questionnaire, which is a modified version of SERVQUAL and SERVPERF. Through various inferential techniques, it became apparent that there is a significant relationship between hotel ratings and service expectations, service perceptions, and customer satisfaction. However, no significant direct relationship was found between hotel ratings and overall service quality.. Furthermore, significant relationships were found between customer satisfaction and loyalty; but there was no direct relationship b...
Hotel ratings often serve as the basis for service expectation, as they denote a certain standard... more Hotel ratings often serve as the basis for service expectation, as they denote a certain standard of service that customers are likely to get. There are over a "hundred hotel rating systems worldwide which may have the effect of confusing customers when selecting a hotel. This is particularly true in Ethiopia as similar hotel has been given different ratings by different authorities. The aim of this article is to examine the relationship between service quality and hotel ratings by owners, government authority, online travel agents and the customers in Ethiopia. The study used the stratified cluster sampling method. Hotel guests were first clustered under the hotels they stayed in and the hotels were stratified based on their ratings. From a targeted sample of 1200 hotel guests, 415 completed the HOTSPERF module instrument's questionnaire. The instrument was created using exploratory factor analysis using SPSS and tested for its reliability and validity using Cronbach Alpha...
Organizations undergo a change that may or may not subscribe to the values of organizational deve... more Organizations undergo a change that may or may not subscribe to the values of organizational development (OD) and, in many instances, are not accomplished by participative processes. For most of them organizational change has become synonymous with downsizing by cutting expenses and retrenching employees and therefore trepidation by those who are likely to be affected. Employees are integral to ensure the efficiency and effectiveness of an organization. Therefore, if employees perceive that the organizational change is not properly communicated to them, it is likely that their motivation will be affected and may be counter-productive to the objective of the change process. This paper evaluated the strategic change management implementation at a country club in Kwazulu Natal; the employees’ participation in the process and its impact on employees’ motivation. The quantitative research method with descriptive analysis was administered on a sample of eighty country club employees. The ...
Rural tourism is an important means for the development of rural areas in the world. In South Afr... more Rural tourism is an important means for the development of rural areas in the world. In South Africa, tourism was earmarked as being a potential economic pillar for the development of rural areas. Accordingly, the eThekwini Municipality initiated the Durban Green Corridor (DGC), which is a nongovernmental organisation with the aim of reducing unemployment and poverty using rural tourism. However, in order to use the full potential of tourism in these areas, the full involvement and unique nature of the culture of the community need to be considered. This study was conducted to investigate the involvement, perceptions and challenges of the community in the rural tourism development of Isithumba Village in eThekwini. A quantitative research method, using a questionnaire, was used to collect data. A sample size of 183 households was drawn from the 349 households living in the Isithumba Valley, comprising officials, youths, and residents in the different households. The findings of the ...
The aviation industry is one of the main supporters of the growth of the tourism and hospitality ... more The aviation industry is one of the main supporters of the growth of the tourism and hospitality sectors in most countries. Specifically, it is crucial in linking clients/ customers to touristic destinations. Some of the African aviation companies have emerged at the frontier of global markets, even though evidence suggests that the majority are essentially uncompetitive. Their failure is not merely on market share dominance in the global aviation marketplace but also on leadership. The lack of an efficient and effective aviation service could adversely affect and hinder the growth of the tourism industry. It is therefore high time for the aviation industry to be robust and become highly competitive in nature so as enhance the tourism sector and eventually the country’s economy. In South Africa, there has been a total collapse of ‘fair’ competition due to anti-competitive behaviours associated with some airline companies. The economic conditions and the nature of competition have re...
African Journal of Business and Economic Research, 2019
Journal of Economics and Behavioral Studies, 2019
The hospitality industry in general and hotels in particular attend to diverse guests and their e... more The hospitality industry in general and hotels in particular attend to diverse guests and their expectations. The satisfaction of all hotels guests and retaining them as a loyal customer, given their different profiles, is imperative but challenging to the sector. This study aims to address this very issue by trying to establish the relationship amongst, customer satisfaction, loyalty, demographic and tripographic attributes by focusing on the hotel guests who stayed in star rated hotels in Ethiopia. Satisfaction was measured as satisfaction with the product, satisfaction with the employees and overall satisfaction. Likewise, customer loyalty was measured with the likelihood of customers to return to the same hotel in the future. “A total of 1200 questionnaires distributed to 40 hotels out of which 415 hotel guests responded, by completing the questionnaires”. “The result of inferential statistical techniques reveals that there were significant positive relationships between the cus...
Determining customers' (guests') perception of service quality and ensuring that service ... more Determining customers' (guests') perception of service quality and ensuring that service delivery 'gaps' are addressed is critical to ensuring the success of hotels and tourist establishments. This article aims at determining the 'gap' between the hotels customers' expectations (E) and perceptions (P) of the actual service delivered by graded hotels in Ethiopia. Despite limited criticisms, the renowned SERVQUAL instrument was used with minor adaptions, which included adding five items to the Tangibles dimension, and using a 5-point, instead of a 7-point scale. The instrument was deemed valid and reliable through Confirmatory Factor Analysis and determining the Cronbach Alpha coefficient values. From the response to survey using a self-administered questionnaire, it became evident that of the 415 responses, the majority (54.7%) indicated that their P>E, and 12.5% indicated that P=E; and the rest (32.8%) indicated that their E>P. Furthermore, although...
By adopting and adapting the SERVQUAL instrument and factoring in aspects of SERVPERF, the propos... more By adopting and adapting the SERVQUAL instrument and factoring in aspects of SERVPERF, the proposed instrument (HOTSPERF) was developed and validated through a survey using a self-administered questionnaire, conducted among a systematic sample of 1200 guests from a cluster of graded Ethiopian hotels. The response from 415 guests was subject to Exploratory Factor Analysis, which resulted in the 25 items of the HOTSPERF instrument loading onto two service dimensions which were labelled "Tangibles" and "Intangibles" and these dimensions produced a reliability (Cronbach Alpha) coefficient of .096 and .962 respectively. Confirmatory Factor Analysis using maximum likelihood estimation indicated that the standardized factor loading (SFL) values for each of the 25 observed variables compared very well to their corresponding latent variable (greater than 0.90 with significance at p < .001, and had a 95% confidence interval that ranged from 0.88 to 1.11), and the Chi-Sq...
Organizations undergo a change that may or may not subscribe to the values of organizational deve... more Organizations undergo a change that may or may not subscribe to the values of organizational development (OD) and, in many instances, are not accomplished by participative processes. For most of them organizational change has become synonymous with downsizing by cutting expenses and retrenching employees and therefore trepidation by those who are likely to be affected. Employees are integral to ensure the efficiency and effectiveness of an organization. Therefore, if employees perceive that the organizational change is not properly communicated to them, it is likely that their motivation will be affected and may be counter-productive to the objective of the change process. This paper evaluated the strategic change management implementation at a country club in Kwazulu Natal; the employees’ participation in the process and its impact on employees’ motivation. The quantitative research method with descriptive analysis was administered on a sample of eighty country club employees. The ...
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Papers by Orthodox Tefera