UNAM Gā-aisib Repository
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An evaluation of service quality and challenges faced by the Namibia Students Financial Assistance Fund
(University of Namibia, 2020) Elago, Petrus Uugwanga Tulinane; Saruchera, Fanny
Service quality is the ability of the organization to meet or exceed customer expectations.
The late payment of loans to the Higher Tertiary Institutions (HTI's) in Namibia has been
a major concern to both students and parents for the past years. HTI's put students in
jeopardy when they are not allowed to write their examinations or receive their
examination results due to unpaid tuition fees. It is on this basis that the researcher
intended to evaluate the quality of service being offered by NSF AF from the viewpoint of
students and from NSF AF' s point of view as an institution. The objectives of the study
were: to evaluate the customer perceptions of service quality at NSF AF; to determine if
customers were satisfied with NSF AF service; to establish the service delivery challenges
faced by NSF AF and to identify possible strategies to improve service efficiency at
NSF AF. A mixed methodology of qualitative and quantitative was used in order to gain
an understanding of underlying perceptions and opinions for staff members and
beneficiaries. This study was a combination of descriptive research and exploratory
research. A case study research design was adopted and primary data was collected using
researcher administered questionnaires from 127 students and 89 NSF AF staff members
who were randomly sampled. The study made use of both descriptive and inferential
statistics in drawing conclusions from the results. The study found that there was a
significant difference between the customers' perception of service quality at NSF AF and
service offered by NSFAF. In addition, the study concluded that the majority of students
were not satisfied with the service delivered by NSF AF. The study further revealed that
internal business processes, IT systems, recovery, policies and procedures were the main
internal challenges the fund was faced with. Furthermore, the study revealed that NSF AF
had the necessary resources to deliver effective and timely service to customers. The study
further concluded that government directives and the economic downturn were the main
external challenges that NSF AF was faced with. The study recommends that NSF AF
acquires proper IT systems, to train its staff members on customer care and service,
disburse student funds timely, improve communication and hire more employees in order
to improve and enhance service delivery
An analysis of the effects of daily subsistence allowances expenditure on the overall budget and service goals of the Ministry of Safety and Security in Namibia
(University of Namibia, 2020) Egumbo, Raimo; Sunde, Tafirenyika
As per the State Finance Act, 1991, to reimburse out-of-pocket expenses for trave I
expenses incurred when on work-related responsibilities and to encourage staff to attend
professional development activities, the Daily subsistence allowances (DSA) rates had to
be established. However, weaknesses in the control of daily subsistence allowances
expenditure can cause problems, including distortions of human resource systems, fraud ,
and misuse by the staffs, which has the potential to affect government's objectives
adversely through corruption. The purpose ofthis study was to analyse the effects of daily
subsistence allowances expenditure on the overall budget and service goals ofthe Ministry
of Safety and Security in Windhoek, Namibia as from the financial year 20 I 0/20 I I to
2015/2016. The analysis of daily subsistence allowances effects on the overall budget
identifies the risks of malpractice and fraud and offer suggestions for improvement. The
study applied mixed methods. The population size was 174 and the sample size comprised
of I 08 respondents. The research instrument used in this study was a self-administered
questionnaire, distributed to I 08 respondents. The study found out that, overspending has
become the order ofthe day and this is done at the expense of service delivery. There was
too much movement of members for the same mission and time. This revealed that there
are no proper measures to control the activities when it comes to official missions.
Sometimes staffs have created unnecessary missions just to earn extra income to solve
their problems, and this harms daily subsistence allowances expenditure and the
Ministry's overall budget. In addition to that, the study also found that there was a lack of
financial control measures caused by poor management and lack of accountability
regarding the use of daily subsistence allowances in the line Ministry. Given the findings
of the research, the researcher recommends that theM inistry o fSafety and Security should
make a yearly plan for their missions, which the line Minister are supposed to know by
the beginning of the year. The Mission Committee must be the one in charge of the
planning of the mission, organising, approval and knowing who is travelling while
ensuring that people arc rotating fairly. This will help to improve the effectiveness of
managing the Daily Subsistence Allowances expenditure
The evaluation on the trend of existence of unauthorized expenditures in central government of Namibia
(University of Namibia, 2020) Dax, Hedwig Marine; Pazwvakawambwa, Lillian
Unauthorised expenditures have been a common dilemma occurring in the central
government ofNamibia and other countries. The objective of this study was to examine
the trends of unauthorised expenditure, determine the root causes, and propose strategies
to reduce this unauthorised expenditure. Unauthorised expenditure patterns by 0 /M/ As
were evaluated using descriptive statistics in the form of charts and tables. Trend analysis
was based on Auditor-General reports for the period of 2004-2014. Qualitative content
analysis included establishment of causes of unauthorized expenditure; controlling and
monitoring mechanisms; awareness of policies and regulations and current fmancial
systems in use.
The study revealed that the unauthorised expenditures were occurring because of non compliance with existing and used acts, policies, laws, rules and regulations. Unauthorised
expenditures were caused by dishonesty and disrespectfulness towards the usage of these
acts, policies, laws, rules and regulations. Existing acts, policies, laws, rules and
regulations should be renewed, amended or else the government introduces other
regulations. This could be done through migrating from the existing fmancial framework
which is the State Finance Act, 1991 (Act 31 of 1991) with its regulations.
Honesty, transparency and accountability should be practiced and promoted in the
development and disclosure of financials to make them easier and user friendly. In
addition the internal controls already in existence surrounding these unauthorised
expenditures need to be adhered to, namely: Virementation, whereby underspending
(savings) should be utilised fully to diminish overspending (unauthorised expenditures) in
support of proper planning and financial management. It further recommends each 0 /M/ A
to develop a monitoring and evaluation policy framework and regularly carry out
monitoring and evaluation on financial systems and books.
An investigation into the effects of reward practices on job satisfaction and employee performance in Namibia Post Office
(University of Namibia, 2021) Damases, Faith Vivian Fritzlyn; Acha-Anyi, Paul Nkemngu
The study investigates the effects of reward practices on job satisfaction and employee performance
in the Namibia Post Office (NamPost). More specifically, the study aims to determine whether
employees are motivated and satisfied with current reward practices. The company has failed to
keep up with new Namibia Post Office (NamPost)s and the company also has a high labour turnover. Emphasis is
put on reward systems and types of rewards, Maslow's (Hierarchy of needs), Herzberg's Two
Factor Theory, Vroom's Expectancy theory, Equity Theory, the Goal Setting Theory and Effort
Reward Imbalance. This study was quantitative in nature with the descriptive research design.
Disproportionate stratified sampling was used to draw a sample of 80 respondents for the study in
categories of clerical, Supervisory and Specialist. The quantitative research falls short of
explanations or expressions of respondents and therefore might fail to be conclusive as it might
lack certain information. Sampling method may lead to selection of employees that might fail to
understand the concept as it requires some appreciation of the concept to answer accordingly. A
self-developed questionnaire with structured questions was administered to respondents The study
used SPSS as the analysis software and the descriptive statistics and Pearson's cmTelation analysis,
Chi-square goodness of fit tests and ANOVA were used to analyze the data and test the relationship
between the variables. The findings indicated that reward system contributes to job satisfaction
and employee performance. The study urges the organization to improve on the reward system in
order to improve on its employee job satisfaction and performance
An assessment of in-service training of middle level employee's effectiveness in Manica in the Erongo region
(University of Namibia, 2017) Bundje, Lucia Ndemuningashi; Mugano, G.
This study sought to assess the effectiveness of in-service training of middle level
employee effectiveness in MANICA in the Erongo Region. The study was guided by
four main objectives: (I) to assessing the level of performance of employee after
having successfully completed in-service training programmes at their workplace; (2)
to investigate if the lack of training opportunities can caused a decline in employee
performance; (3) to establish information systems that can promote in-service
training programmes for all employees; and lastly, (4) provide underpinning
knowledge and expertise in relation to MANICA 's in-service training programmes.
Concurrently, the study followed a qualitative approach and primary data was
collected from the middle level employees at MANICA , using a self-administered
questionnaire. Collected data was analysed and interpreted using the inductive and
deductive method approach, presenting data in graphs, charts and tabular format
where necessary. The findings reveal that in-service training is indeed efficiently
administered and contributes a significant role in the success of the organisation. The
researcher study concludes that in-service training programmes have a positive
impact towards employee performance and that organisations should consider
making it part of their learning culture, ensuring that all training programmes are
well customised to meet all employee training needs
Factors that influence the competency of nursing staff in managing aggressive behaviour in mentally ill patients at a Mental Health Care Centre, Khomas region, Namibia
(University of Namibia, 2021) Beukes, Katrina; Wilkinson, W
Mental illness is amongst the leading causes of disabilities and can cause disturbances
in emotional, cognitive and behavioural functioning of mentally ill patients. Caring for
mentally ill patients and managing their aggressive behaviour is done by mental health
nurses and therefore, they should have certain competencies to competently manage
aggressiOn.
The purpose of this study was to determine the factors that influence the competency
of nursing staff in managing aggressive behaviour displayed by mentally ill patients at
a select mental health care centre, Windhoek, Namibia.
A convergent parallel mixed method design was applied; the quantitative study
employed a convenience sampling method to engage all 61 registered and enrolled
nurses to identify and describe the factors influencing their competency in managing
aggressive behaviour in mentally ill patients and the qualitative study; a purposive
sampling method to select 17 nursing staff to explore their perceptions regarding their
competency in managing aggressive behaviour in mentally ill patients. Quantitative
data were collected using structured questionnaires and analysed with Statistical
Package for Social Science, Version 24, from which descriptive statistics were
obtained. Qualitative data was collected through three focus group discussions,
verbatim transcribed, organized into themes and categories according to Tesch 's
descriptive method of open coding. Trustworthiness was ensured in accordance with
the principles of credibility, dependability, confmnability and transferability. Field
notes were kept and a literature control was done for the purpose of triangulation.
Quantitative and qualitative data results revealed that personal factors such as
theoretical knowledge, clinical skills and external factors including experience and
role modelling influenced nursing competency in managing aggressive patients.
Moreover, this study concluded that the attitudes of the nursing staff during the
management of aggression affected their development of competency either positively
or negatively.
This study recommended that debriefing sessions, training on the management of
aggression, a compulsory induction and orientation program should be favourably
considered for implementation to ensure effective management of aggressive patients
An evaluation of the effectiveness and efficiency of internal financial controls in state-owned enterprises in Namibia: A case study of the Namibia Development Corporation head office projects (Kavango Cattle Ranch and Naute) and regional offices
(University of Namibia, 2018) Ashipembe, Petrus Nuukushu; Matipira Lovemore
The thrust of this study was to evaluate the effectiveness and efficiency of internal
financial controls in state owned enterprises in Namibia and this was done within the
context of the Namibia Development Corporation. The investigation was done to
examine the relationship that exists between internal financial control and financial
accountability, and misappropriation of public funds. The investigation was
prompted by the increase in public sector scandals and misappropriation of public
funds in Namibia. The study employed a single case study research strategy to
answer the research problem and the study used only senior executives, employees in
the audit department, accounting and administration that were drawn from the
organisation's head office in Windhoek, projects offices in Kavango cattle ranch and
Naute as well as its regional offices countrywide. The participants were randomly
selected. The questionnaire was used as the main research instrument of data
collection and the Statistical Package for Social Sciences was employed for analysis.
The study results showed that there is a significant positive relationship between
financial accountability and fraud detection. According to the results of this study,
there is a significant positive relationship between internal financial control and fraud
detection, prevention of errors as well as financial accountability on the part of the
NDC as an organisation that is owned by the state. Therefore, it was concluded that,
state owned enterprises with effective internal financial controls can realise better
financial accountability to their stakeholders. It was also established from the study
that there was a significant positive relationship between internal financial control
and protection of the interests of both the organisation and the employees. Thus, an
improvement in internal financial control helps state owned organisations to improve
service delivery and avoid a lot of misappropriation of funds. In relation to
employees, it reduces the degree to which they may be accused of irregularities. The
researcher recommends that state owned enterprises should continue to establish and
strengthen their internal financial control systems in a bid to enhance financial
accountability. This can be achieved through the implementation of policies,
recruitment of competent employees and ensuring there are monitoring and
evaluation systems in place
An investigation into the challenges faced by small and medium enterprises in utilising e-commerce in Windhoek, Namibia
(University of Namibia, 2021) Ashipala, Amenenge Ndeyapo; Muranda, Zororo
The E-commerce industry in Namibia is currently significantly underutilised by the SME
sector. It is well established in research undertaken in other economies globally that improved
utilisation of e-commerce by SMEs uplifts their perfonnance. This study aims to investigate
the challenges faced by small and medium enterprises in utilising e-commerce. The study uses
a case study approach with the City of Windhoek as the case. Methodologically the study
used a qualitative research method. This study focussed on investigating the extent to which
e-commerce is utilised by SMEs incubated by the City of Windhoek as well as their perceived
challenges and benefits. The study interviewed eighteen (18) SME owners incubated at the
City of Windhoek Bokamoso Incubation centre. Respondents were purposively selected and
asked to respond to a set of semi-structured questions. Data collected in the study was
analysed using thematic analysis, and the themes that emerged from their responses were
discussed and supported with literature. The results suggest that these SMEs are aware of e commerce, and some are already utilising it. Those utilising e-commerce do so because of
benefits like international trade, reduced costs, and the opportunity for a high customer base.
On the action drivers, SMEs believe that they are driven to adopt e-commerce because of the
demand from the market. In addition, they are driven by external parties such as the Ministry
of Trade and Industry to use e-commerce. The challenges identified by the SMEs are
organisational, financial, technical as well as legal and regulatory. Even though the SME
owners understand e-commerce benefits, they are hindered from adopting e-commerce by
lack of funds to purchase secured online systems that are not prone to fraud and the
regulator's framework surrounding e-commerce in Namibia does not support various online
payment methods. The study recommends a drive to implement e-commerce as part of the
long-tenn business strategy. Regulatory institutions should also work on providing awareness
and ease the regulatory framework surrounding e-payment and the attendant security
measures. At policy level, the study recommends financial inclusivity through the number of
on-line payment systems that are accessible to SMEs
Facebook as a learning support tool for physical science grade 12 learners in selected school in the Oshikoto Region, Namibia
(University of Namibia, 2022) Amutenya, Amunime Leonard; Edwards-Jauch Lucy
The purpose of the study was to explore whether Facebook has the potential to support
teaming and mastery of Physical Science to improve learners' academic performance
on the topic of stoichiometry at Grade 12 level in selected schools in the Oshikoto
Region. The hypothesis of this study was:
Ho: There is no significant difference in the learner's academic performance in
NSSCO Physical Science on the topic of stoichiometry when Facebook is
used as a learning support tool.
HJ: There is a significant difference in the learner's academic performance in
NSSCO Physical Science on the topic of stoichiometry when Facebook is
used as a learning support tool.
The study used a quantitative approach with a quasi-experimental design, constituted
of a Non- Equivalent-Groups Pre-test, Intervention and Post-test. The sample
consisting of 38 participants were selected using stratified random sampling method
in order to ensure that not all students of the same academic ability are in the same
group. Both the control and experimental group consisted of 19 participants in each
group.
During the intervention, the control group participants were supported in a traditional
way of teaching. They received notes, handouts, exercises and homework. While for
the experimental group, in addition to the traditional way of teaching, had access to
multimedia and interaction through Facebook.
After the intervention the mean score of the experimental group highly increased
exceeding the mean score of the control group. The calculated statistical value (t-value
= 4.5802363101) at a= 0.05 with a degree of freedom of36 is greater than the critical
statistical value (t - critical =2.750). Therefore, there exists a significant difference
between the control and experimental score marks when Facebook was used as a
learning support tools. These reject the null hypothesis and accept the alternative
hypothesis. This study shows that teachers can no longer avoid using relevant social
media technologies. Therefore, the study put forward a case that there is a need to
develop models and strategies to guide all educational stakeholders on how Social
Media Networks can be effectively used as learning environments.
A comparative study of the male and female discourses on adolescent pregnancy, sexuality and fertility in Groot Aub, Namibia
(University of Namibia, 2020) April, Jermine Letitia; Edwards-Jauch Lucy
This study offered unique insights into the gendered discourses and power relations that
create sexual double standards between male and female adolescents. It focused on the
mapping of male and female discourses on adolescent pregnancy, sexuality and fertility in
Groot Aub, Namibia. The study used critical discourse analysis to compare the cultural
values, norms, practices, and perceptions about adolescent sexuality, pregnancy and fertility
between men and women. With the use of stratified purposive sampling technique, 41
participants were interviewed using semi-structured and key informant interviews.
The findings showed the sexual double standards that were reinforced by patriarchal,
traditional and religious discourses. Female sexuality was mostly shamed and it was blamed
for teenage pregnancy. These discourses pathologised pregnant teenagers and constructed
girls as being sexually promiscuous and damaged. In return, boys who impregnated girls
were described as "the guy" or "the man", who acts out of his "natural desires" and who are
easily bribed by older women into early sexual debuts. Thus, the lack of male responsibility
for their sexuality and fertility was normalised. These discourses inform traditional practices
which exasperate gender sexual inequalities and power imbalances between men and women.
Furthermore, conservative traditional, cultural and religious discourses dominated adolescent
fertility discourses in Groot Aub. These fertility discourses were found to be embedded in
gender stereotypes and myths, hence, fostering cultural silence on male sexuality and fertility.
The researcher recommends an all-inclusive approach that targets both adolescent girls and
boys, as well as women and men in the community on Sexual and Reproductive Health
(SRH) and teenage pregnancies to mitigate stigma, myths and stereotypes that are attached to
adolescent SRH, and to transcend patriarchal and derogative cultural sexuality discourses