EUREKA: Social and Humanities

Customer relationship management systems for customer retention in a life insurance organisation in South Africa

Michael Twum-Darko — 2023-03-31

By examining the role and value of customer retention (CR) in the life insurance sector of the South African insurance industry, this paper seeks to uncover the level of clientele receptiveness and willingness to adopt Information Technology (IT)-based Customer Relationship Management (CRM). Arguably, there are changing client needs, and market erosion requires innovative processes and particularly a readiness to accommodate the swift changes in technology. This volatile environment has, over the past decade, created increased competition and uncertain economic futures, which has placed life insurers under pressure and facing a steady increase in policy lapses. The primary objective of this paper is to investigate the role and value of IT-based CRM potential on customer retention in the life insurance industry in South Africa. It is argued, that with technological advances, increased competition, tough economic conditions, and clients becoming more financially conscious, insurers need to seek further and newer methods to retain their clientele.

The study applied a quantitative research methodology by administering existing structured questionnaires to 100 clients at a Walk-in-Centre of a major life insurance company in South Africa to examine the causal link between IT-based CRM and customer retention. The survey concluded that probing unchartered terrain is required in fluctuating times for insurers to be competitive. The implication of the findings is that the speed, at which technology is evolving, is compelling insurers to evaluate new and alternative means of managing client relationships, as clients now drive the economy, not businesses. The very essence of a good CRM programme is its reliance on an IT system innovation, which is advanced enough to analyse the captured client data, transform that data into usable knowledge, which is then used to drive client retention. Explain who will be interested in the findings and why they should care about them. This paper contributes to the understanding, and implementation, of a successful IT-based CRM tool within the life insurance industry

Entrepreneurial challenges facing female entrepreneurs in informal micro businesses: a case study of uMhlathuze municipality

Hloniphile Cleopatra Zwane — 2023-03-31

In low-income economies, large gender gaps suggest that fewer women engage in entrepreneurial activities. The quest for gender inclusion has been a relevant issue, contested among scholars investigating ways to alleviate poverty through economic growth in South Africa and the sphere of entrepreneurial studies.

The aim of this study was to investigate the obstacles that female entrepreneurs in small, medium, and micro-informal companies face in the uMhlathuze Municipality in South Africa.

Twenty-four (24) females who operate small and medium micro-informal companies were interviewed using a qualitative research methodology. Content analysis was used to examine the data.

Females confront various challenges, including criminality, draughts, non-conducive working settings, and intense competitiveness, according to the research. Lack of infrastructure, funding and information, education and training, and operational permission concerns are all obstacles to business development. The key issues that most of the participants faced were a lack of funds, infrastructure, and education and training, all of which were used to develop recommendations.

The municipality should establish training centres in each township to train and educate women who want to start or expand their companies.

The study seeks to contribute to the literature on women entrepreneurship in the informal sector by focusing mainly on challenges/barriers hindering female entrepreneur’s success in the uMhlathuze Municipality. They are limited studies that have conducted a similar research in this geographic area.

The influence of family stru cture on children's academic achievement: evidence from some selected secondary schools in Oyo State, Nigeria

Gbenga Michael Adeyeye — 2023-03-31

Studies into the elements that influence students' academic progress have drawn the interest and concern of teachers, counsellors, psychologists, researchers, and school officials in Nigeria. The foundation of society is the family, which is generally understood as a couple raising their children or a group of individuals living under one roof and typically under one head. Every family is thought to want their children to do well in school. However, a lot of elements, such as economic pressure, lead families to lose interest in their children's academic endeavours. The study aimed to investigate the relationship between secondary school students' academic achievements and their family structure in Oyo State, Nigeria. A structured questionnaire was utilised for the study to collect data because it helped the researcher found to standardise data collection, categorise data for statistical analysis and collect data at a lower administrative cost. Descriptive and correlational approaches were also applied. Correlational design helps identify the relationship between two variables, while the descriptive design accurately describes the events as they actually occur. Therefore, it was possible to establish a connection between the type of family and the pupils' academic performance. One-way ANOVA was used as the statistical tool to analyse the data. This decision was taken after running the descriptive analysis of the dependent variables. According to the study's findings, family structure and their socioeconomic position, parenting, and upbringing affects pupils' academic achievements in secondary schools in Oyo State, Nigeria. Also, family structure affects parental support, class concentration, and the self-esteem of students. Additionally, there is a correlation between students' academic success in secondary schools in Oyo State, Nigeria and the family structure. The study findings indicate that the provision of basic needs (food, shelter, and clothing), mental wellbeing, adequate economic resources, harmony in the parents' relationship, and soundness of the parent-child relationship were significantly influencing the academic performance of students in secondary schools in Oyo State, Nigeria

Resource inequality and quality of secondary education: a study of uneven policy in rural schools of southwestern Nigeria

John Olayemi Okunlola — 2023-03-31

Recent Studies have investigated the influence of the resource factor on the quality of secondary education (QSE) in Nigeria. However, the research on the resource factor as a predictor of quality of secondary education in rural communities of Southwestern Nigeria remains scanty. This study, therefore, investigated the contributions of the resource factor (RF: Resource Adequacy-RA and Resource Utilization-RU) to QSE in rural communities of Southwestern Nigeria (RCSN). The study was located within a pragmatic paradigm that incorporated the convergent parallel design in the collection, analysis and interpretation of the qualitative and quantitative data. The multi-level mixed methods sampling technique was adopted in selecting 467 secondary school graduates, while total enumeration technique was adopted in selecting 134 teachers. Six participants for the Key Informant Interviews comprised three principals and three senior officials from the Teaching Service Commission and Ministry of Education from three selected states in southwestern Nigeria. Two research questions were raised, and one hypothesis was formulated for the study. Two research instruments, namely, the Secondary School Graduate Aptitude Test (SSGAT) and Resource Factor Teachers’ Questionnaire (RFTQ), with reliability coefficients of 0.715 and 0.853, respectively, were used for the study. Quantitative data were analyzed using descriptive statistics and Pearson Product Moment Correlation, while qualitative data were analyzed with content analysis. The resource factor with resource adequacy (x=2.50) and resource utilization (x=2.77) influenced QSE. The resource factor (r=0.75) had a negative significant relationship with QSE. The study affirmed that addressing resource inequality in rural communities is urgently required to stem the ebbing tide of quality secondary education in Nigeria.

Linquistic challenges faced by assitatnt teachers of english in Limpopo province: the case of two primary schools

Taetso Mphokane Asnath Morethe — 2023-03-31

This study explored the linguistic challenges, faced by Assistant Teachers of English in the classroom with specific reference to two primary schools in the Limpopo province, South Africa. The study also investigated the perceptions of English teachers and learners on the support, received from Assistant Teachers in English classrooms. The study used interviews to investigate and explore various linguistic challenges, faced by Assistant Teachers. Data was also collected using questionnaires, which were designed to compare perceptions of English teachers and learners who received support from Assistant Teachers. Data from questionnaires was analysed quantitatively, and data from interviews was analysed qualitatively. This study was prompted by the increasing number of Assistant Teachers, required in South African schools. Furthermore, several research studies found that Assistant Teachers struggle to assist learners in Mathematics, English and Science. Amongst other things, the study revealed that Assistant Teachers of English have inadequate English language competency to assist in English classrooms. Challenges in grammar, sentence structure, word formation, comprehension, and difficulty to express themselves in English contribute to Assistant Teachers’ incompetence in the English language. Although learners find the support of Assistant Teachers in the English classroom helpful for the teaching and learning process, English teachers are concerned with the quality of education, received by learners, since they are aware of the lack of English competency amongst Assistant Teachers of English. The overall findings of this study revealed that there is a need to appoint well-trained Assistant Teachers that will not only benefit teachers but be able to provide learners with the quality education they deserve. Findings from this study could contribute to improving the quality of education in primary schools.

Learning through radio and television during COVID-19: perspectives of K-12 stakeholders

Musa Adekunle Ayanwale — 2023-03-31

The COVID-19 pandemic has disrupted traditional education, leading to the adoption of alternative methods, such as learning through radio and television for K-12 students. Television and radio became popularly adopted platforms to disseminate educational resources during the pandemic in developing countries, such as Nigeria. This study gathers the perspective of K-12 teachers and students during the crisis to find out the effectiveness of the utilized platforms, examine the challenges encountered, and suggest the way forward in case of future occurrence. The concerns-Based Adoption Model (CBAM) guided the study. A qualitative methodology of interpretivism was employed using 20 participants that comprise students and teachers across the five south-western states in Nigeria. Findings show that teachers adapted their lessons to be delivered through broadcasts, while school administrators have worked closely with broadcasters to develop and implement educational content. Students have had mixed experiences, with some finding radio and television engaging, while others face challenges with engagement and adaptability. In essence, the result shows that most of the respondents though acknowledged the effectiveness of the radio and television approach to learning but opined that the lessons are not detailed enough. Furthermore, educational television broadcast is preferable to radio lessons as the visual effect contributes significantly to learning. The study concludes that broadcasters have played a critical role in delivering educational content, partnering with schools, and developing programs that align with the curriculum during the pandemic. The study discussed its implication, followed by limitations, and gave direction for future studies.

South Africa's gender-based violence: an exploration of a single sided account

Xolani Thusi — 2023-03-31

Gender-based violence (GBV) is a global social problem that has received considerable attention from policymakers and researchers. However, when speaking of GVB, significant attention is paid to women who are seen as being at the receiving end of violence. Although statistics do support the notion that women are mostly exposed to GBV, little attention has been paid to GBV against men as often not, it is the man who is seen as the aggressor and the woman painted as the victim. This article investigates reasons Gender-Based Violence (GBV) against men is not being addressed in South Africa. Males are also victims of GBV in South Africa, although the government, media, and police pay little attention to GBV against males. It is critical to remember, that men, regardless of their muscularity, can be mistreated by men or women. Males may be raped, killed, or attacked, and they also deserve government care and protection. In South Africa, the government is especially concerned about The GBV against women and children, and August is recognized as Women's Month, where women's rights and protections are vigorously contested. However, in South Africa, nothing is done to protect men from gender-based violence. This article acknowledges violence against women and children in South Africa; however, it contends that the government has done insufficient to combat violence against males in South Africa, even though the constitution guarantees males' human rights and recognizes that they can also be victims of GBV.