Relevant bibliographies by topics / Consumer satisfaction – South Africa – Measurement

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  1. Journal articles
  2. Dissertations / Theses

Academic literature on the topic 'Consumer satisfaction – South Africa – Measurement'

Author: Grafiati
Published: 4 June 2021
Last updated: 17 February 2022

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Journal articles on the topic "Consumer satisfaction – South Africa – Measurement"

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Terblanche, N. S., and C. Boshoff. "The measurement of consumer satisfaction with selected elements of the total retail experience: An exploratory study of fast food and supermarket retailers." South African Journal of Economic and Management Sciences 4, no. 1 (2001): 99–117. http://dx.doi.org/10.4102/sajems.v4i1.2632.

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Although attempts have been made to identify some of the dimensions of retail shopping experience, these have been largely fragmented and uncoordinated. No attempt has yet been made to combine the efforts of many retailing students into a comprehensive model that accurately describes the total retailing experience. Also, very little is known about the relationship between the individual dimensions of retail shopping and customer satisfaction. This study attempts to reduce this gap in South African retailing literature by, first modelling the total retailing experience and, then, assessing the
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Chinomona, Richard, and Maxwell Sandada. "Predictors Of Customer Loyalty To Mobile Service Provider In South Africa." International Business & Economics Research Journal (IBER) 12, no. 12 (2013): 1631. http://dx.doi.org/10.19030/iber.v12i12.8257.

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In spite of the increasing research on consumer behaviour, there is a dearth of studies that have investigated the influence of mobile provider service quality in customer satisfaction regarding customer trust and loyalty in the African mobile communication context. Therefore, this study examines the relationships using a data set of 151 mobile service clients in Gauteng Province of South Africa. All the posited five hypotheses are supported. The results indicate that the relationships between mobile service quality-customer satisfaction, customer satisfaction-customer trust, customer satisfac
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Chinomona, Richard. "The Influence Of Brand Experience On Brand Satisfaction, Trust And Attachment In South Africa." International Business & Economics Research Journal (IBER) 12, no. 10 (2013): 1303. http://dx.doi.org/10.19030/iber.v12i10.8138.

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This study examines the influence of consumer brand experience on their brand satisfaction, brand trust and brand attachment in an African context. Five hypotheses are posited and in order to empirically test them, a sample data set of 151 was collected from Gauteng Province of South Africa. The results indicate that brand experience positively influences brand satisfaction, brand trust and brand attachment in a significant way. Drawing from the studys findings, managerial implications are discussed and limitations and future research directions are suggested. By and large, this study immensel
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Nel, Jacques, and Christo Boshoff. "Traditional-bank customers' digital-only bank resistance: evidence from South Africa." International Journal of Bank Marketing 39, no. 3 (2021): 429–54. http://dx.doi.org/10.1108/ijbm-07-2020-0380.

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PurposeDigital-only banks are emerging as challenger banks to the traditional-bank business model in South Africa. However, traditional-bank customers could resist the use of digital-only banks, theoretically due to their satisfaction with the status quo. Consequently, inertia arising from bias to traditional banks based on status quo satisfaction could engender their resistance to become customers of digital-only banks. The objective of the study, therefore, is to investigate how traditional-bank customers' inertia influences digital-only bank resistance.Design/methodology/approachBased on a
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Strang, Kenneth David, and Narasimha Rao Vajjhala. "Predictors of e-service Consumption in a Highly Productive Brazil-Russia-India-China-South Africa Region Sample." International Journal of E-Services and Mobile Applications 12, no. 1 (2020): 39–56. http://dx.doi.org/10.4018/ijesma.2020010103.

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The authors investigated consumer e-commerce behavior in a Brazil-Russia-India-China-South-Africa (BRICS) region from a socio-cultural perspective. BRICS countries are important to study because they have a large population representative of other global e-services markets, they account for 40% of the world's population, 26% of the world's land and approximately a third of the world's gross domestic economic e-commerce production, plus residents are habitual consumers of mobile technology like smartphones. A binary logistic regression model revealed that young educated consumer satisfaction wi
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Chinomona, Elizabeth, Chengedzai Mafini, and Chriss Narick Mangoukou Ngouapegne. "Corporate sustainability and customer loyalty: the case of the railway industry." Corporate Ownership and Control 13, no. 3 (2016): 445–55. http://dx.doi.org/10.22495/cocv13i3c3p3.

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Introduction of the mass rapid transit railway system through the Gautrain has not only addressed the transport issue in South Africa but has also motivated and promoted the country’s economic growth by creating employment. Despite the increase in research focusing on the importance of the Gautrain to the South African economy, the influence of perceived convenience, image and safety on commuter satisfaction and loyalty in the South African mass rapid transit railway system context is still limited. This paper used a data collected from 206 Gautrain commuters in the Gauteng province of South A
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Yao, Valery Y. "Investigating Consumption-Related Emotions Elicited by Selected Dairy Products Using Product Emotion Measurement." International Journal of Marketing Studies 8, no. 1 (2016): 86. http://dx.doi.org/10.5539/ijms.v8n1p86.

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<p>This article investigates the mediating role of specific emotions attached to the consumption of milk, yoghurt, cheese, and maas (Note 1) in Gauteng Province, South Africa. To this end, 81 South African dairy consumers’ consumption experiences were assessed through the use of the Product Emotion measurement (PrEmo). Computer-aided web interviews (CAWI) were used to collect the data. The findings indicate that ultimately, dairy consumption is emotionally-driven. The findings also clearly offer strong support that the notion of consumer emotion is a much better indicator for assessing a
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Katrodia, Ankit, M. J. Naude, and S. Soni. "Consumer Buying Behavior at Shopping Malls: Does Gender Matter?" Journal of Economics and Behavioral Studies 10, no. 1(J) (2018): 125–34. http://dx.doi.org/10.22610/jebs.v10i1(j).2095.

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The development of shopping malls is a major social and global phenomenon that has unearthed a novel facet for customer satisfaction and their consequent or relative buying behavior. The aim of his paper was to explore the gender differences in consumer buying behavior at selected Durban shopping malls. It is an observational cross-sectional study carried out on 700 randomly selected respondents to study buying capacity, buying behavior and shopping experience of male and female consumers at shopping malls in the city of Durban, South Africa. Data was collected through pre-tested semi-structur
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Katrodia, Ankit, M. J. Naude, and S. Soni. "Consumer Buying Behavior at Shopping Malls: Does Gender Matter?" Journal of Economics and Behavioral Studies 10, no. 1 (2018): 125. http://dx.doi.org/10.22610/jebs.v10i1.2095.

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The development of shopping malls is a major social and global phenomenon that has unearthed a novel facet for customer satisfaction and their consequent or relative buying behavior. The aim of his paper was to explore the gender differences in consumer buying behavior at selected Durban shopping malls. It is an observational cross-sectional study carried out on 700 randomly selected respondents to study buying capacity, buying behavior and shopping experience of male and female consumers at shopping malls in the city of Durban, South Africa. Data was collected through pre-tested semi-structur
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Chidinma Maduekwe, Caroline, and Peter Kamala. "Performance measurement by small and medium enterprises in Cape Metropolis, South Africa." Problems and Perspectives in Management 14, no. 2 (2016): 46–55. http://dx.doi.org/10.21511/ppm.14(2).2016.05.

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High failure rate of small and medium enterprises (SMEs) has been partly attributed to the use of inappropriate performance measures. This study seeks to determine the types of performance measures employed by SMEs, purpose for which performance measures are used, perceived effectiveness of performance measures used and factors that may inhibit SMEs from using both financial and non-financial performance measures. Data are collected using a questionnaire and analyzed using descriptive and inferential statistics. The findings of this study reveal that most of the sampled SMEs measure their perf
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Dissertations / Theses on the topic "Consumer satisfaction – South Africa – Measurement"

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Brown, Mogamat Faizel. "An individual performance management system as a way of improving customer satisfaction at the City of Cape Town (Unicity) Municipality." Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52674.

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Thesis (MPA)--Stellenbosch University, 2002.<br>ENGLISH ABSTRACT: The focus of this research assignment is the evaluation of an individual Performance Management system at local government level in the Cape Metropolitan Area. The researcher has observed a possible decline in customer satisfaction towards the Cape Metropolitan Council Administration and at other Administrations within the City of Cape Town, and the press also highlighted complaints regarding the absence of an entrenched customer care ethic among municipal officials. The researcher was concerned with the way customers are
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Maluwa, Lutendo Obed. "Satisfaction levels of visitors at the Tsitsikamma National Park." Thesis, Nelson Mandela Metropolitan University, 2017. http://hdl.handle.net/10948/18058.

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The literature reviews on tourist satisfaction revealed that a satisfied tourist leads to positive word of mouth recommendation to friends and family, loyalty (return visits), competitive advantage and long-term profitability and sustainability. These favourable benefits resulting from satisfaction are necessary for any destination to survive in the competitive tourism industry. South African National Parks (SANParks) manages all 21 national parks in South Africa, with the TNP being the third in terms of visitor numbers and income generated from tourism products. Data captured from visitors to
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Tucker, Alison. "An investigation into the dimensions underlying the success and failure of new consumer products in South Africa." Thesis, Rhodes University, 1987. http://hdl.handle.net/10962/d1004448.

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From Introduction: While companies in their initial stages may well produce only one product, most established companies produce a number of products. Reference can therefore be made to their product mixes which serve as their source of revenues and profits. The product mix must be carefully planned. Inherent in such planning is the monitoring of the mix to determine whether or not it strikes a good balance in terms of factors such as sales growth, sales stability and profitability. The product mix must be optimal vis-a-vis the opportunities and threats present in the external environment at a
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Van, Deventer Reinard Gawie. "An operational model for increasing customer satisfaction for Detpak South Africa." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1020807.

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Detpak South Africa is a subsidiary paper and board company of Mpact Limited, formally known as Mondi Packaging South Africa. The Mpact group of companies operates across 31 sites and employs more than 3 700 employees. Detpak South Africa specializes in three respective niche markets: international fast food packaging, industrial packaging and disposables packaging. The primary objective of this study is to propose an operational model for improving customer satisfaction levels within the disposables market for Detpak South Africa. Further, Detpak’s competitive position with respect to custome
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Lungiswa, Mbungwana Christine. "Customer satisfaction in hotels in Cape Town." Thesis, [S.l. : s.n.], 2009. http://dk.cput.ac.za/cgi/viewcontent.cgi?article=1122&context=td_cput.

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Johnson, Laverne Michelle. "Measurement of service quality and customer satisfaction at a children’s hospital in the Western Cape." Thesis, Cape Peninsula University of Technology, 2017. http://hdl.handle.net/20.500.11838/2658.

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Thesis (MTech (Office Management and Technology))--Cape Peninsula University of Technology, 2017.<br>Healthcare facilities across South Africa are increasingly facing a myriad of societal, fiscal, political and cultural challenges associated with demands for greater quality in the provision of healthcare services. This study measures service quality and customer satisfaction at a Cape Town hospital (hereinafter referred to as Hospital X), with the aim of providing its management with information to enable them to enhance service quality and thus improve customer satisfaction. It is essential
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Gwavu, Nontle. "Customer satisfaction of two market segments in Nelson Mandela Bay: a retail perspective." Thesis, Nelson Mandela Metropolitan University, 2014. http://hdl.handle.net/10948/7825.

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Retail industry in South Africa is witnessing fast growth in all cities in South Africa. Attracting customers become key to success in the increased industry competition. Keeping customers satisfied has never been more important than currently. Retailers need to know what customer needs and wants are, to be able to provide and constantly satisfy their needs. Growth in the industry is largely influenced by economic conditions. A stable economic environment allows customers to spend more, thereby increasing the value of retail trade sales. In South Africa, there is strong competition between the
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Bailey, John Franklin. "Customer buying behavior at selected petroleum shops in Cape Town." Thesis, Cape Peninsula University of Technology, 2011. http://hdl.handle.net/20.500.11838/973.

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Thesis (MTech (Business Administratiom, Marketing Management))--Cape Peninsula University of Technology, 2011<br>The dynamic nature of modern organisations, characterised by hyper turbulence, necessitates that organisations remain receptive to the plethora of internal and external forces driving changes in strategy. One such organisation is that of Engen Petroleum Limited which operates in an everchanging, highly competitive environment. In order to remain the market leader, Engen needs to revisit its strategy to contend with market forces, bearing in mind that globalisation, as well as i
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Gray, Beverley Ann. "The influence of service quality perceptions and customer satisfaction on patients' behavioural intentions in the healthcare industry." Thesis, Nelson Mandela Metropolitan University, 2007. http://hdl.handle.net/10948/514.

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Healthcare today has become a competitive industry, not only locally, but on a global level as well. In the South African economy the healthcare sector presently offers healthcare seekers two options to satisfy their healthcare needs – either through private business enterprises in the private sector or public enterprises in the public sector. Likewise, in the healthcare sector's hospital environment, patients can receive treatment from either private or public hospitals. As private business enterprises offering a relatively 'pure', but generally unsought-after service, private hospitals compe
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Alcock, Sandra. "Evaluating service quality at George Municipality : a complaints management systems approach." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/917.

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The search for service and product quality has come to the forefront of business studies as the most important consumer trend of the past two decades. Studies conducted indicate that the 1990s saw a dramatic change in customer expectations concerning service quality and standards with a corresponding increase in the number of complaints from disgruntled customers. In response to this, many organisations have established customer care and complaints management services to respond to the need of customers. A substantial amount of literature exists on the subject of complaints management and its
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