Communication challenges faced by customers who are less proficient in English and Afrikaans at two South African state-owned enterprises

Author:

Khumalo Lungisani XolaniORCID,Ditsele ThaboORCID,Rwodzi ChristopherORCID

Abstract

The Use of Official Languages Act (No. 12 of 2012) applies to all national departments and state-owned enterprises (SOEs) in South Africa and stipulates that they should promote multilingualism when interacting with members of the public and/or customers. The main aim of this study was to investigate how two SOEs, that is, the South African Post Office (SAPO) and Passenger Rail Agency of South Africa (PRASA), manage communication with their customers, particularly those who cannot communicate in English and Afrikaans. Data for this study were gathered through a mixed method approach. Quantitative data (i.e., a Likert-type scale) were gathered from 120 participants who were customers of the two SOEs, and qualitative data (i.e., face-to-face interviews) were gathered from 20 interviewees who were drawn from the 120 participants. The researcher was based in Gauteng, and conducted the study in that province because it was convenient and practical. The data were gathered in Tshwane, Ekurhuleni, Johannesburg, and the West Rand. The study found that customers believed that those who could not communicate in English and Afrikaans did not receive adequate information from the SOEs because of this shortcoming. The study also revealed that the marginalisation of Black South African Languages (BSALs) by SOEs was regarded as justified by some respondents because these SOEs provided services to customers who speak different languages. The study also found that other participants felt that it was necessary for SOEs to continue to use English as the main language of communication with customers because it is an international language, which also promotes unity among the people of South Africa, including customers of SOEs.Contribution: The major contribution of this article to scientific knowledge is that it dwells deeper into how customers of the two SOEs who are less proficient in English and Afrikaans felt excluded in communication with all customers, and this is the first article to do so. Through this article, there is potential that the SOEs will appreciate that customers who are less proficient in English and Afrikaans want major adjustments to be made so they too can feel a sense of belonging and also fully appreciate what is being communicated to all customers, regardless to their proficiency in the two languages.

Publisher

AOSIS

Subject

Literature and Literary Theory,Linguistics and Language,Language and Linguistics

Reference28 articles.

同舟云学术

1.学者识别学者识别

2.学术分析学术分析

3.人才评估人才评估

"同舟云学术"是以全球学者为主线,采集、加工和组织学术论文而形成的新型学术文献查询和分析系统,可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容,当前同舟云学术共收录了国内外主流学术期刊6万余种,收集的期刊论文及会议论文总量共计约1.5亿篇,并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询!咨询电话:010-8811{复制后删除}0370

www.globalauthorid.com

TOP

Copyright © 2019-2024 北京同舟云网络信息技术有限公司
京公网安备11010802033243号  京ICP备18003416号-3