Loading...
Assessing the use of isiZulu in banking services in Durban, KwaZulu-Natal Province.
Khumalo, Lungisani Xolani
Khumalo, Lungisani Xolani
Citations
Altmetric:
Abstract
The main objective of this study was to assess the use of isiZulu in the banking services in Durban, KwaZulu-Natal. The focus was on the feasibility of using isiZulu as a language of communication in the banking service, to check whether the consumers receive documents in the language which they prefer, particularly in isiZulu. The qualitative research approach was and the study followed a case study design. The investigation is characterised by a two-pronged approach to data collection viz.: semi-structured interviews and document analysis. A wealth of data was generated by thick description of participant responses. The data from semi-structured interviews were recorded and decoded into categories. The categories were reduced to thematic constructs. Twelve participants were involved in the research. The findings revealed that even though isiZulu was incorporated in the banks’ policies as a language which was supposed to be used, this was not practiced since English was predominantly used at the expense of isiZulu. The findings further revealed that English was the only language used even in customer documents such as letters and pamphlets and isiZulu was used mainly for oral communication. The findings also revealed that there was a lack of terminology in the isiZulu language for certain English words. It was recommended that translators were needed to assist with the communication
Description
Dissertation submitted in fulfilment for the Degree Magister Technologiae Language practice in the Department of Applied Languages Faculty of Humanities.
Date
2017-01-01
Journal Title
Journal ISSN
Volume Title
Publisher
Tshwane University of Technology
Files
Research Projects
Organizational Units
Journal Issue
Keywords
isiZulu, KwaZulu-Natal (Durban), Customer communication, Language accessibility, Banking services
Citation
License
CC0 1.0 Universal