Customer complaint behaviour at a Cinema Nouveau
- Authors: Bedwei-Majdoub, Cynthia C.E
- Date: 2016
- Subjects: Marketing - Management , Motion picture industry - South Africa , Motion picture theaters - South Africa , Consumer complaints - South Africa , Consumer behavior - South Africa
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/82261 , uj:18939
- Description: Abstract: The South African movie industry is a thriving sector that makes a substantial contribution to the local economy. The three main competitors in the cinema exhibition industry are Nu Metro Cinemas, Cine Centre and Ster-Kinekor Theatres. This study focuses on the Cinema Nouveau brand belonging to Ster-Kinekor Theatres. It is suggested that if the cinema investigates customer complaint behaviour, they may be able to implement effective service recovery so as to create a more favourable service experience that could lead to positive repurchase intentions. Consequently, this study aims to investigate the constructs of customer complaint behaviour, service recovery and repurchase intentions at the Cinema Nouveau in Rosebank. The research is descriptive in nature and is informed by secondary data that provides the background to the subject areas and the industry of focus; as well as quantitative, primary data collected with the aid of self-administered questionnaires through a nonprobability convenience sampling method from customers at Cinema Nouveau Rosebank who had experienced a service failure in the previous six months. Of the 290 questionnaires distributed, 238 usable questionnaires were submitted for data analysis. Data analysis included descriptive tests, exploratory factor analysis, correlation tests and multiple regression analysis. Seven factors were extracted from the exploratory factor analysis - “knowing who to complain to”, “frustration”, “voicing complaints”; “intangible service recovery”, “tangible service recovery”, “willing to stay with the cinema” and “will consider leaving the cinema”. The analysis revealed that complaint behaviour and service recovery show a distinct influence on customers’ repurchase intentions at Cinema Nouveau Rosebank. While intangible service recovery (acknowledgements, explanations and apologies) was found to influence repurchase intentions, the strongest influence on customers’ repurchase intentions at the cinema was discovered to be tangible service recovery (refunds, free movie tickets, free confectionary vouchers and gifts). , M.Com. (Marketing Management)
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- Authors: Bedwei-Majdoub, Cynthia C.E
- Date: 2016
- Subjects: Marketing - Management , Motion picture industry - South Africa , Motion picture theaters - South Africa , Consumer complaints - South Africa , Consumer behavior - South Africa
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/82261 , uj:18939
- Description: Abstract: The South African movie industry is a thriving sector that makes a substantial contribution to the local economy. The three main competitors in the cinema exhibition industry are Nu Metro Cinemas, Cine Centre and Ster-Kinekor Theatres. This study focuses on the Cinema Nouveau brand belonging to Ster-Kinekor Theatres. It is suggested that if the cinema investigates customer complaint behaviour, they may be able to implement effective service recovery so as to create a more favourable service experience that could lead to positive repurchase intentions. Consequently, this study aims to investigate the constructs of customer complaint behaviour, service recovery and repurchase intentions at the Cinema Nouveau in Rosebank. The research is descriptive in nature and is informed by secondary data that provides the background to the subject areas and the industry of focus; as well as quantitative, primary data collected with the aid of self-administered questionnaires through a nonprobability convenience sampling method from customers at Cinema Nouveau Rosebank who had experienced a service failure in the previous six months. Of the 290 questionnaires distributed, 238 usable questionnaires were submitted for data analysis. Data analysis included descriptive tests, exploratory factor analysis, correlation tests and multiple regression analysis. Seven factors were extracted from the exploratory factor analysis - “knowing who to complain to”, “frustration”, “voicing complaints”; “intangible service recovery”, “tangible service recovery”, “willing to stay with the cinema” and “will consider leaving the cinema”. The analysis revealed that complaint behaviour and service recovery show a distinct influence on customers’ repurchase intentions at Cinema Nouveau Rosebank. While intangible service recovery (acknowledgements, explanations and apologies) was found to influence repurchase intentions, the strongest influence on customers’ repurchase intentions at the cinema was discovered to be tangible service recovery (refunds, free movie tickets, free confectionary vouchers and gifts). , M.Com. (Marketing Management)
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Applying a psychodynamic approach to the means-end chain : implications for advertising theory and practice
- Authors: Jonkheid, Klaas
- Date: 2014-02-10
- Subjects: Advertising - South Africa , Consumer behavior - South Africa , Brand choice - South Africa
- Type: Thesis
- Identifier: uj:3688 , http://hdl.handle.net/10210/9071
- Description: D.Com. (Marketing Management) , The reality is that the advertising industry has not yet achieved this kind of effectiveness - in fact, it will be argued in this chapter that the advertising industry is in trouble because there is considerable doubt as to how effective advertising works and whether it works at all. There is therefore an urgency in the advertising and marketing industries to find ways of making advertising more effective, and to develop methods of measuring the effectiveness of advertising. This study will deal with this subject, and will demonstrate that a micro approach to consumer behaviour, including an understanding of human values -and the motivation that drives behaviour, will contribute to making advertising more effective. This study will show that by enabling consumers to experience self related values which will create or reinforce a favourable disposition towards the brand, the effectiveness of marketing communications can be improved. When a market is very competitive with many similar brand offerings - as is the case with the luxury car market in South Africa - consumers are likely to choose between brands on the basis of value-expressive considerations (Reynolds & Gutman, 1984 : 27-37). Parity perceptions will increase the likelihood that consumers will choose a luxury car brand that they think has an image most consistent with their values. Values have been used successfully in the car market to help segment the market, or to help predict buying behaviour in this market. (Thekey findings of some of these studies are discussed in Chapter 5). A study ofvalues is therefore very relevant to the car market. A research study in the car market, particularly the medium/large sedan market, has for this reason been chosen to illustrate how a micro approach to consumer behaviour, including an understanding of values, could make the advertising for a brand in this market more effective.
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- Authors: Jonkheid, Klaas
- Date: 2014-02-10
- Subjects: Advertising - South Africa , Consumer behavior - South Africa , Brand choice - South Africa
- Type: Thesis
- Identifier: uj:3688 , http://hdl.handle.net/10210/9071
- Description: D.Com. (Marketing Management) , The reality is that the advertising industry has not yet achieved this kind of effectiveness - in fact, it will be argued in this chapter that the advertising industry is in trouble because there is considerable doubt as to how effective advertising works and whether it works at all. There is therefore an urgency in the advertising and marketing industries to find ways of making advertising more effective, and to develop methods of measuring the effectiveness of advertising. This study will deal with this subject, and will demonstrate that a micro approach to consumer behaviour, including an understanding of human values -and the motivation that drives behaviour, will contribute to making advertising more effective. This study will show that by enabling consumers to experience self related values which will create or reinforce a favourable disposition towards the brand, the effectiveness of marketing communications can be improved. When a market is very competitive with many similar brand offerings - as is the case with the luxury car market in South Africa - consumers are likely to choose between brands on the basis of value-expressive considerations (Reynolds & Gutman, 1984 : 27-37). Parity perceptions will increase the likelihood that consumers will choose a luxury car brand that they think has an image most consistent with their values. Values have been used successfully in the car market to help segment the market, or to help predict buying behaviour in this market. (Thekey findings of some of these studies are discussed in Chapter 5). A study ofvalues is therefore very relevant to the car market. A research study in the car market, particularly the medium/large sedan market, has for this reason been chosen to illustrate how a micro approach to consumer behaviour, including an understanding of values, could make the advertising for a brand in this market more effective.
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'n Ontleding van privaatverbruiksbesteding in Suid-Afrika
- Le Roux, Wilhelmina Catharina
- Authors: Le Roux, Wilhelmina Catharina
- Date: 2015-02-09
- Subjects: Consumer behavior - South Africa , Consumption (Economics) - South Africa , Consumers - Research - South Africa
- Type: Thesis
- Identifier: uj:13160 , http://hdl.handle.net/10210/13191
- Description: D.Com. (Economics) , Please refer to full text to view abstract
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- Authors: Le Roux, Wilhelmina Catharina
- Date: 2015-02-09
- Subjects: Consumer behavior - South Africa , Consumption (Economics) - South Africa , Consumers - Research - South Africa
- Type: Thesis
- Identifier: uj:13160 , http://hdl.handle.net/10210/13191
- Description: D.Com. (Economics) , Please refer to full text to view abstract
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Responsive local governance through e-participation
- Authors: Motsie, Zandile
- Date: 2015
- Subjects: Local government - South Africa , E-participation , Service industries - South Africa , Consumer behavior - South Africa
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/55301 , uj:16277
- Description: Abstract: The increase in the service delivery protests as a result of urbanisation and the failure by the current institutions meant to ensure that there is citizen participation have resulted in the increase of service delivery protest. This has required that local government urgently responds to the need to explore new methods to engage with citizens and enhance responsive governance. The purpose of this research was to find out if lessons learned in other countries can be applied in South African context. The objectives of the research were: The primary objective was to evaluate whether e-participation initiatives applied in other countries can strengthen public participation and responsive local governance in South Africa. The secondary objective was to find out how lessons learned in other countries can be applied in the South African municipalities. The research examined the concept of citizen participation, responsive governance and e-participation. It further explored the strength and weaknesses of the traditional methods currently used to communicate with communities in the municipalities, these being ward committees and the IDPs. What was at the centre of the study was to assess the lessons learned of e-participation in other countries, and whether they would benefit both communities and local municipalities if implemented in South Africa, and thereby enhance responsive governance. The qualitative methodology was used and in the data-gathering, primary and secondary sources was used and the sample population was selected from the four municipalities being Mogale City, Merafong Municipality, Randfontein Municipality and the West Rand District Municipality. , M.Com. (Business Management)
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- Authors: Motsie, Zandile
- Date: 2015
- Subjects: Local government - South Africa , E-participation , Service industries - South Africa , Consumer behavior - South Africa
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/55301 , uj:16277
- Description: Abstract: The increase in the service delivery protests as a result of urbanisation and the failure by the current institutions meant to ensure that there is citizen participation have resulted in the increase of service delivery protest. This has required that local government urgently responds to the need to explore new methods to engage with citizens and enhance responsive governance. The purpose of this research was to find out if lessons learned in other countries can be applied in South African context. The objectives of the research were: The primary objective was to evaluate whether e-participation initiatives applied in other countries can strengthen public participation and responsive local governance in South Africa. The secondary objective was to find out how lessons learned in other countries can be applied in the South African municipalities. The research examined the concept of citizen participation, responsive governance and e-participation. It further explored the strength and weaknesses of the traditional methods currently used to communicate with communities in the municipalities, these being ward committees and the IDPs. What was at the centre of the study was to assess the lessons learned of e-participation in other countries, and whether they would benefit both communities and local municipalities if implemented in South Africa, and thereby enhance responsive governance. The qualitative methodology was used and in the data-gathering, primary and secondary sources was used and the sample population was selected from the four municipalities being Mogale City, Merafong Municipality, Randfontein Municipality and the West Rand District Municipality. , M.Com. (Business Management)
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Consumer adoption of ATM banking
- Authors: Mtwecu, Kanyisa
- Date: 2019
- Subjects: Automated tellers - South Africa - Public opinion , Consumer behavior - South Africa
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/452103 , uj:39862
- Description: Abstract: South African banks have experienced drastic technology-led changes in the last decade. The entrance of digital banks such as Discovery, Tyme and Zero Bank in the banking industry in 2019, has only exacerbated this trend exponentially. With the predictions of the fall of traditional banking, Automated Teller Machines (ATMs) are envisaged to become the future bank branches as banks reduce brick and mortar banking channels and transition towards self-service technology-led banking. This is particularly appropriate for those consumers who do not have access to computers and the Internet but reside in areas where ATMs are in proximity. However, the rate of ATM banking adoption especially for sophisticated transactions, such as account opening, maintenance and maintenance has not seen a rapid increase in comparison to cell phone banking and Internet banking in South Africa... , M.Com. (Information Technology Management)
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- Authors: Mtwecu, Kanyisa
- Date: 2019
- Subjects: Automated tellers - South Africa - Public opinion , Consumer behavior - South Africa
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/452103 , uj:39862
- Description: Abstract: South African banks have experienced drastic technology-led changes in the last decade. The entrance of digital banks such as Discovery, Tyme and Zero Bank in the banking industry in 2019, has only exacerbated this trend exponentially. With the predictions of the fall of traditional banking, Automated Teller Machines (ATMs) are envisaged to become the future bank branches as banks reduce brick and mortar banking channels and transition towards self-service technology-led banking. This is particularly appropriate for those consumers who do not have access to computers and the Internet but reside in areas where ATMs are in proximity. However, the rate of ATM banking adoption especially for sophisticated transactions, such as account opening, maintenance and maintenance has not seen a rapid increase in comparison to cell phone banking and Internet banking in South Africa... , M.Com. (Information Technology Management)
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Extension and validation of the consumption value theory with specific reference to the patronage of shopping centres
- Authors: Price, Dennis
- Date: 2014-03-11
- Subjects: Consumption (Economics)| - South Africa , Consumer behavior - South Africa , Shopping centers - South Africa
- Type: Thesis
- Identifier: uj:4273 , http://hdl.handle.net/10210/9629
- Description: D.Com. (Marketing) , Study Objectives The primary objective of this study was to validate the consumption value theory developed by Sheth et al (1991), and to extend it to the patronage decision. Procedure A comprehensive survey of patronage research was conducted, and all the determinants of shopping- and patronage behaviour were identified. These eterminants were then classified as attribute level, or higher order level factors. The attribute level factors were used to prompt respondents in the laddering interviews that were conducted. The interviews were analysed, and the contents of the interviews were coded according to the laddering methodology. This resulted in the generation of a implication matrix, as well as hierarchical value maps the linkages between attributes, consequences and linkages. The results of these qualitative interviews were the identification of further attributes, consequences and values. The consequences so identified were then compared to the results of the extensive literature survey, and then aggregated and evaluated to determine whether they conceivably fit the consumption value categories. Findings The consumption value theory (which identifies five value constructs) was triangulated with the means-end theory (which postulates that attributes, consequences and values form a hierarchical relationship) and it is concluded that both these theories integrate well into an extended consumption value theory. The CVT can then be considered to be theoretically validated. The validated theory was applied in the context of the patronage (-of shopping centres) decision, and it was found to extend to this previously untested decision. The research revealed a sixth value construct (significant value), but did not allow for the testing of the conditional value construct. Conclusion The consumption value theory is a significant advance in consumer behaviour theory, and has been successfully applied to the patronage decision.
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- Authors: Price, Dennis
- Date: 2014-03-11
- Subjects: Consumption (Economics)| - South Africa , Consumer behavior - South Africa , Shopping centers - South Africa
- Type: Thesis
- Identifier: uj:4273 , http://hdl.handle.net/10210/9629
- Description: D.Com. (Marketing) , Study Objectives The primary objective of this study was to validate the consumption value theory developed by Sheth et al (1991), and to extend it to the patronage decision. Procedure A comprehensive survey of patronage research was conducted, and all the determinants of shopping- and patronage behaviour were identified. These eterminants were then classified as attribute level, or higher order level factors. The attribute level factors were used to prompt respondents in the laddering interviews that were conducted. The interviews were analysed, and the contents of the interviews were coded according to the laddering methodology. This resulted in the generation of a implication matrix, as well as hierarchical value maps the linkages between attributes, consequences and linkages. The results of these qualitative interviews were the identification of further attributes, consequences and values. The consequences so identified were then compared to the results of the extensive literature survey, and then aggregated and evaluated to determine whether they conceivably fit the consumption value categories. Findings The consumption value theory (which identifies five value constructs) was triangulated with the means-end theory (which postulates that attributes, consequences and values form a hierarchical relationship) and it is concluded that both these theories integrate well into an extended consumption value theory. The CVT can then be considered to be theoretically validated. The validated theory was applied in the context of the patronage (-of shopping centres) decision, and it was found to extend to this previously untested decision. The research revealed a sixth value construct (significant value), but did not allow for the testing of the conditional value construct. Conclusion The consumption value theory is a significant advance in consumer behaviour theory, and has been successfully applied to the patronage decision.
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Consumer attitudes towards key alcohol policies among South African consumers living in the Gauteng Province
- Authors: Scott, Cordelia
- Date: 2017
- Subjects: Consumers - South Africa - Attitudes , Consumer behavior - South Africa , Drinking of alcoholic beverages - Government policy - South Africa , Drinking of alcoholic beverages - South Africa
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/237909 , uj:24384
- Description: M.Com. (Business Management) , Abstract: The alcoholic beverages industry contributed an estimated R73 billion to the South African Gross Domestic Production (GDP) in the financial year 2009 – 2010, an approximate 2.9 percent contribution to South Africa’s GDP (Department National Treasury, 2014:6). The alcoholic beverages industry further delivers more than 500 000 job opportunities in South Africa across various industries (Fieldgate, Jeffrey, Madinane, Ebrahim, Soobyah & Jordaan, 2013:1). The World Health Organisation (WHO) is putting pressure on governments around the world to reduce the misuse and abuse of alcohol (Roets, Bevan-Dye & Viljoen, 2013:961). As a result, the South African government proposed various alcohol policy changes in support of the WHO in an attempt to reduce unhealthy alcohol consumption behaviour in South Africa. There are however concerns that implementing these policies might have undesirable economic effects (Fieldgate et al., 2013:1). Attitude is an important factor that assists in determining a consumer’s intention to behave (Blythe, 2013:153). It is thus believed that a consumer’s attitude can be used as a predictor of the consumer’s intention to behave or change behaviour. In the case of this study, the primary objective of the study is to determine the attitude of South African consumer in Gauteng Province towards alcohol policy, and consumer intention to change alcohol consumption behaviour should new alcohol policies be implemented. Although the current alcohol policy as well as the proposed restriction of alcohol marketing policy has a direct effect on South African consumers, little is known about consumer attitudes towards alcohol policies or the effect a change in policy will have on their alcohol consumption behavioural intentions. Consumer attitudes towards alcohol policy were measured, as well as the consumers intention to change alcohol consumption behaviour should alcohol policy change. The study is descriptive in nature and made use of quantitative research techniques. Questionnaires were used as the research instrument and to collect data. The target population included all consumers of alcohol (who consume an average of three or more alcoholic beverages per week) and are of legal drinking age (over 18). One hundred sixty-nine usable questionnaires from the sample size of 200 were utilised for...
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- Authors: Scott, Cordelia
- Date: 2017
- Subjects: Consumers - South Africa - Attitudes , Consumer behavior - South Africa , Drinking of alcoholic beverages - Government policy - South Africa , Drinking of alcoholic beverages - South Africa
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/237909 , uj:24384
- Description: M.Com. (Business Management) , Abstract: The alcoholic beverages industry contributed an estimated R73 billion to the South African Gross Domestic Production (GDP) in the financial year 2009 – 2010, an approximate 2.9 percent contribution to South Africa’s GDP (Department National Treasury, 2014:6). The alcoholic beverages industry further delivers more than 500 000 job opportunities in South Africa across various industries (Fieldgate, Jeffrey, Madinane, Ebrahim, Soobyah & Jordaan, 2013:1). The World Health Organisation (WHO) is putting pressure on governments around the world to reduce the misuse and abuse of alcohol (Roets, Bevan-Dye & Viljoen, 2013:961). As a result, the South African government proposed various alcohol policy changes in support of the WHO in an attempt to reduce unhealthy alcohol consumption behaviour in South Africa. There are however concerns that implementing these policies might have undesirable economic effects (Fieldgate et al., 2013:1). Attitude is an important factor that assists in determining a consumer’s intention to behave (Blythe, 2013:153). It is thus believed that a consumer’s attitude can be used as a predictor of the consumer’s intention to behave or change behaviour. In the case of this study, the primary objective of the study is to determine the attitude of South African consumer in Gauteng Province towards alcohol policy, and consumer intention to change alcohol consumption behaviour should new alcohol policies be implemented. Although the current alcohol policy as well as the proposed restriction of alcohol marketing policy has a direct effect on South African consumers, little is known about consumer attitudes towards alcohol policies or the effect a change in policy will have on their alcohol consumption behavioural intentions. Consumer attitudes towards alcohol policy were measured, as well as the consumers intention to change alcohol consumption behaviour should alcohol policy change. The study is descriptive in nature and made use of quantitative research techniques. Questionnaires were used as the research instrument and to collect data. The target population included all consumers of alcohol (who consume an average of three or more alcoholic beverages per week) and are of legal drinking age (over 18). One hundred sixty-nine usable questionnaires from the sample size of 200 were utilised for...
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