Application of the Technology Acceptance Model and the Technology–Organisation–Environment Model to examine social media marketing use in the South African tourism industry
- Matikiti, Rosemary, Mpinganjira, Mercy, Roberts-Lombard, Mornay
- Authors: Matikiti, Rosemary , Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2018
- Subjects: Social media marketing , South Africa , Tourism industry
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/270262 , uj:28723 , Citation: Matikiti, R., Mpinganjira, M. & Roberts-Lombard, M., 2018, ‘Application of the Technology Acceptance Model and the Technology– Organisation–Environment Model to examine social media marketing use in the South African tourism industry’, South African Journal of Information Management 20(1), a790. https://doi.org/10.4102/ sajim.v20i1.790 , ISSN: 1560-683X (Online) , ISSN: 2078-1865 (Print)
- Description: Abstract: Background: In tourism globally there is a growing interest in social media marketing research. However, most previous research on social media marketing has focused on large tourism enterprises such as chain hotels, leaving out small tourism businesses such as travel agencies and tour operators. Objective: The aim of this research was to establish factors that influence attitude towards the use of social media marketing by travel agencies and tour operators in South Africa. Method: The study adopted a quantitative approach through the use of questionnaires. Data used in the analysis was collected from a total of 150 travel agencies and tour operators by means of a structured questionnaire. Multiple regression analysis and one‐way ANOVA were used for data analysis...
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- Authors: Matikiti, Rosemary , Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2018
- Subjects: Social media marketing , South Africa , Tourism industry
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/270262 , uj:28723 , Citation: Matikiti, R., Mpinganjira, M. & Roberts-Lombard, M., 2018, ‘Application of the Technology Acceptance Model and the Technology– Organisation–Environment Model to examine social media marketing use in the South African tourism industry’, South African Journal of Information Management 20(1), a790. https://doi.org/10.4102/ sajim.v20i1.790 , ISSN: 1560-683X (Online) , ISSN: 2078-1865 (Print)
- Description: Abstract: Background: In tourism globally there is a growing interest in social media marketing research. However, most previous research on social media marketing has focused on large tourism enterprises such as chain hotels, leaving out small tourism businesses such as travel agencies and tour operators. Objective: The aim of this research was to establish factors that influence attitude towards the use of social media marketing by travel agencies and tour operators in South Africa. Method: The study adopted a quantitative approach through the use of questionnaires. Data used in the analysis was collected from a total of 150 travel agencies and tour operators by means of a structured questionnaire. Multiple regression analysis and one‐way ANOVA were used for data analysis...
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Social media in tourism : establishing factors influencing attitudes towards the usage of social networking sites for trip organisation
- Matikiti, Rosemary, Mpinganjira, Mercy, Roberts-Lombard, Mornay
- Authors: Matikiti, Rosemary , Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2017
- Subjects: Tourism - Marketing - South Africa , Tourism - Social aspects - South Africa , Social media , Internet marketing - South Africa , Hospitality industry - Social aspects - South Africa
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/226848 , uj:22946 , Citation: Matikiti, R., Mpinganjira, M. & Roberts-Lombard, M. 2017. Social media in tourism : establishing factors influencing attitudes towards the usage of social networking sites for trip organisation.
- Description: Abstract: The main aim of this study was to determine the attitude towards the use of social networking sites for trip organisation and its precursors. Problem investigated: Tourism organisations and destination policy makers need to understand factors that influence tourist use of social networking sites for trip organisation in order for them to be able to effectively utilise social networking sites. Methodology: The methodological approach followed was exploratory and quantitative in nature. Data was collected from a total of 340 respondents using a structured questionnaire. Structural equation modelling through the use of Partial Least Squares was for data analysis. Findings and Implications: The results show that attitude towards the use of social networking sites for trip organisation is affected by perceived benefits, subjective norm and perceived behavioural control, with perceived usefulness having the greatest influence. The implication is that managers of tourism organisations need to ensure that their sites are informative, easy to use, and able to safeguard users’ online privacy if they are to attract more and loyal users to their sites. Value of the research: Very little research in the South African context exists with specific reference to how social networking sites are being utilised for trip organisation. This article contributes by unravelling factors which influence the usage of social networking sites for trip organisation. Conclusion: Perceived usefulness measured by functional benefits and social benefits is the key factor which influences attitude towards the use social networking sites for trip organisation. It is the responsibility of destination marketers to provide all the necessary or valuable information on their social networking site accounts, in order to encourage travellers to use social networking sites.
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- Authors: Matikiti, Rosemary , Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2017
- Subjects: Tourism - Marketing - South Africa , Tourism - Social aspects - South Africa , Social media , Internet marketing - South Africa , Hospitality industry - Social aspects - South Africa
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/226848 , uj:22946 , Citation: Matikiti, R., Mpinganjira, M. & Roberts-Lombard, M. 2017. Social media in tourism : establishing factors influencing attitudes towards the usage of social networking sites for trip organisation.
- Description: Abstract: The main aim of this study was to determine the attitude towards the use of social networking sites for trip organisation and its precursors. Problem investigated: Tourism organisations and destination policy makers need to understand factors that influence tourist use of social networking sites for trip organisation in order for them to be able to effectively utilise social networking sites. Methodology: The methodological approach followed was exploratory and quantitative in nature. Data was collected from a total of 340 respondents using a structured questionnaire. Structural equation modelling through the use of Partial Least Squares was for data analysis. Findings and Implications: The results show that attitude towards the use of social networking sites for trip organisation is affected by perceived benefits, subjective norm and perceived behavioural control, with perceived usefulness having the greatest influence. The implication is that managers of tourism organisations need to ensure that their sites are informative, easy to use, and able to safeguard users’ online privacy if they are to attract more and loyal users to their sites. Value of the research: Very little research in the South African context exists with specific reference to how social networking sites are being utilised for trip organisation. This article contributes by unravelling factors which influence the usage of social networking sites for trip organisation. Conclusion: Perceived usefulness measured by functional benefits and social benefits is the key factor which influences attitude towards the use social networking sites for trip organisation. It is the responsibility of destination marketers to provide all the necessary or valuable information on their social networking site accounts, in order to encourage travellers to use social networking sites.
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Antecedents and outcomes of positive disconfirmation after service failure and recovery
- Matikiti, Rosemary, Mpinganjira, Mercy, Roberts-Lombard, Mornay
- Authors: Matikiti, Rosemary , Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2018
- Subjects: Service failure , Service recovery , Disconfirmation
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/395351 , uj:32777 , Citation: Matikiti, R., Mpinganjira, M. & Roberts-Lombard, M. 2019. Antecedents and outcomes of positive disconfirmation after service failure and recovery.
- Description: Abstract: The main purpose of this study was to identify the precursors of disconfirmation and examine the influence of disconfirmation on customer satisfaction in the airline industry of an emerging economy. The target population was airline travellers who had previously experienced service failure with a South African airline. Data was collected from a total of 300 respondents and analysed using structural equation modelling (SEM). The results revealed that positive disconfirmation is influenced by service recovery expectations and the perceived quality of recovery performance; that recovery expectation is positively related to the perceived quality of recovery performance; that service failure severity influences customer service recovery expectations; and that disconfirmation influences customer recovery satisfaction, which in turn affects customer loyalty. The study recommends that airlines establish in advance their customer expectations after service failure so that they can craft appropriate service recovery strategies.
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- Authors: Matikiti, Rosemary , Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2018
- Subjects: Service failure , Service recovery , Disconfirmation
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/395351 , uj:32777 , Citation: Matikiti, R., Mpinganjira, M. & Roberts-Lombard, M. 2019. Antecedents and outcomes of positive disconfirmation after service failure and recovery.
- Description: Abstract: The main purpose of this study was to identify the precursors of disconfirmation and examine the influence of disconfirmation on customer satisfaction in the airline industry of an emerging economy. The target population was airline travellers who had previously experienced service failure with a South African airline. Data was collected from a total of 300 respondents and analysed using structural equation modelling (SEM). The results revealed that positive disconfirmation is influenced by service recovery expectations and the perceived quality of recovery performance; that recovery expectation is positively related to the perceived quality of recovery performance; that service failure severity influences customer service recovery expectations; and that disconfirmation influences customer recovery satisfaction, which in turn affects customer loyalty. The study recommends that airlines establish in advance their customer expectations after service failure so that they can craft appropriate service recovery strategies.
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The influence of perceived justice on recovery satisfaction in the airline industry
- Matikiti, Rosemary, Roberts-Lombard, Mornay, Mpinganjira, Mercy
- Authors: Matikiti, Rosemary , Roberts-Lombard, Mornay , Mpinganjira, Mercy
- Date: 2018
- Subjects: Perceived justice , Customer satisfaction , Customer delight
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/270245 , uj:28721 , Citation: Matikiti, R., Roberts-Lombard, M. & Mpinganjira, M. 2018. The influence of perceived justice on recovery satisfaction in the airline industry. , Link to Published Version: https://doi.org/10.1080/15228916.2018.1475784
- Description: Abstract: This study examines the influence of perceived justice on customer satisfaction with service recovery and on the future behavioural intentions of customers in the airline industry. The study uses an exploratory research design that is quantitative in nature. Questionnaires were used to collect data, and structural equation modelling was used for hypothesis testing. The study revealed that the three dimensions of perceived justice, namely interactional, distributive and procedural justice, influence satisfaction with service recovery in the South African airline industry. However, only interactional and distributive justice had a positive influence on future behavioural intention.
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- Authors: Matikiti, Rosemary , Roberts-Lombard, Mornay , Mpinganjira, Mercy
- Date: 2018
- Subjects: Perceived justice , Customer satisfaction , Customer delight
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/270245 , uj:28721 , Citation: Matikiti, R., Roberts-Lombard, M. & Mpinganjira, M. 2018. The influence of perceived justice on recovery satisfaction in the airline industry. , Link to Published Version: https://doi.org/10.1080/15228916.2018.1475784
- Description: Abstract: This study examines the influence of perceived justice on customer satisfaction with service recovery and on the future behavioural intentions of customers in the airline industry. The study uses an exploratory research design that is quantitative in nature. Questionnaires were used to collect data, and structural equation modelling was used for hypothesis testing. The study revealed that the three dimensions of perceived justice, namely interactional, distributive and procedural justice, influence satisfaction with service recovery in the South African airline industry. However, only interactional and distributive justice had a positive influence on future behavioural intention.
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