Abstract
Consumers in the household appliances industry have a growing demand for reliable products. Consumers can choose household electrical appliances provided through a variety of brands. Therefore, businesses have the challenge of competing for the same clients. For businesses to remain competitive, they must give reliable electrical appliances that meet consumers’ requirements. Consumers make discriminatory purchasing decisions; once unsatisfied with a product, they either do nothing, switch to another brand, or boycott the product. This study aimed to investigate the role of reliability as a supplier selection factor in procuring the household appliance industry in the South African market. The household electrical appliances market in South Africa comprises a few manufacturers; most companies are distributors procuring goods from international manufacturers. Supplier selection is critical for the survival of these distributors.
This study followed a quantitative approach as it was deemed adequate and practical. A survey was conducted amongst key decision-makers in procuring household electrical appliances within the South African market. A research questionnaire was used to gather data from household electrical appliance professionals. A total of 26 responses were received and analysed. The results were analysed, and it was discovered that reliability and pricing are the most crucial supplier selection factors in the household appliance sector. Respondents showed confidence in the reliability of current products procured and supplied by their organisations. Furthermore, respondents believe the current supplier relationships are beneficial as they yield low product returns, high profitability, and high customer satisfaction.
This research serves as a framework for distributors in the household electrical appliance sector about reliability considerations in the household appliance sector. The lessons learnt in this study can be incorporated by such organisations when selecting suppliers to ensure they source reliable electrical products that meet consumer expectations.