Verbruikersklagtes en bestuursrespons : 'n verkennende studie
- Authors: Viviers, Pierre
- Date: 2012-09-11
- Subjects: Marketing , Consumer complaints , Consumers - Decision making , Consumer satisfaction , Consumer behavior
- Type: Thesis
- Identifier: uj:10043 , http://hdl.handle.net/10210/7432
- Description: M.Comm. , The goal of marketing is to supply customers with products and services that satisfies their needs at a profit to the organisation. Several products and services achieve this goal, but instances where the customers' needs are not satisfied do exist, which leads to customer dissatisfaction. Total customer satisfaction is a noble but unrealistic goal. Customer dissatisfaction is a reality and a result of the purchasing process. Defensive marketing, which aims to retain existing customers, is an inseparable part of the effort of delivering unparalleled customer satisfaction. The retention of an existing customer is as important as obtaining new customers for the organisation, and will ensure the long term survival of the organisation. Customers are becoming increasingly sophisticated about the purchasing of products and services. The increase of the level of dissatisfaction experienced by customers when purchasing goods and services is mainly due to the increase in sophistication. Dissatisfaction is a primary cause of customer complaints and an integral part of the marketing cycle. Effective resolutions of customer complaints hold advantages for both the customer and the organisation and is vital to the long term survival of any organisation. The broad goals of the study are: To determine the level of customer satisfaction with their purchases of products and services. To determine customers' complaint behaviour. To determine organisations' responses to customer complaints. The methodology of the study takes the form of two separate empirical research designs, the first design examines customer's attitude towards complaining, and the second researches organisations' response to customer complaints, which is superseded by the theoretical overview of the topic. The empirical research is both exploratory and descriptive in nature. Data was obtained by means of questionnaires that were posted to customer respondent's resident in Gauteng and delivered to organisations in Johannesburg and Pretoria. The major findings of the study include: Customer dissatisfaction is the norm rather than the exception with the purchase of products and services. Regardless of the dissatisfaction experienced by customers, customers do not complain. Customers are not satisfied with the organisations' attempts in resolving their complaints. Organisations are aware of customer goals when complaining. Customers and organisations differ regarding the most effective manner in which to voice a complaint. Differences exist regarding satisfaction levels between product categories. The findings of the study compare with similar studies undertaken in other markets around the world.
- Full Text:
- Authors: Viviers, Pierre
- Date: 2012-09-11
- Subjects: Marketing , Consumer complaints , Consumers - Decision making , Consumer satisfaction , Consumer behavior
- Type: Thesis
- Identifier: uj:10043 , http://hdl.handle.net/10210/7432
- Description: M.Comm. , The goal of marketing is to supply customers with products and services that satisfies their needs at a profit to the organisation. Several products and services achieve this goal, but instances where the customers' needs are not satisfied do exist, which leads to customer dissatisfaction. Total customer satisfaction is a noble but unrealistic goal. Customer dissatisfaction is a reality and a result of the purchasing process. Defensive marketing, which aims to retain existing customers, is an inseparable part of the effort of delivering unparalleled customer satisfaction. The retention of an existing customer is as important as obtaining new customers for the organisation, and will ensure the long term survival of the organisation. Customers are becoming increasingly sophisticated about the purchasing of products and services. The increase of the level of dissatisfaction experienced by customers when purchasing goods and services is mainly due to the increase in sophistication. Dissatisfaction is a primary cause of customer complaints and an integral part of the marketing cycle. Effective resolutions of customer complaints hold advantages for both the customer and the organisation and is vital to the long term survival of any organisation. The broad goals of the study are: To determine the level of customer satisfaction with their purchases of products and services. To determine customers' complaint behaviour. To determine organisations' responses to customer complaints. The methodology of the study takes the form of two separate empirical research designs, the first design examines customer's attitude towards complaining, and the second researches organisations' response to customer complaints, which is superseded by the theoretical overview of the topic. The empirical research is both exploratory and descriptive in nature. Data was obtained by means of questionnaires that were posted to customer respondent's resident in Gauteng and delivered to organisations in Johannesburg and Pretoria. The major findings of the study include: Customer dissatisfaction is the norm rather than the exception with the purchase of products and services. Regardless of the dissatisfaction experienced by customers, customers do not complain. Customers are not satisfied with the organisations' attempts in resolving their complaints. Organisations are aware of customer goals when complaining. Customers and organisations differ regarding the most effective manner in which to voice a complaint. Differences exist regarding satisfaction levels between product categories. The findings of the study compare with similar studies undertaken in other markets around the world.
- Full Text:
The influence of Facebook in student consumer decision making
- Authors: Mukina, Jena
- Date: 2014-02-17
- Subjects: Consumers - Decision making , Facebook (Electronic resource)
- Type: Thesis
- Identifier: uj:4073 , http://hdl.handle.net/10210/9422
- Description: M.Comm. (Business Management) , The overall goal of this short dissertation is to investigate the influence of Facebook on the consumer decision-making process of students at a comprehensive university. The five phases of the consumer decision-making process will be atthe core ofthis study; (1) Problem recognition, (2) Information search, (3) Evaluation of alternatives, (4) Purchase, (5) Post-purchase. Included inthe study is the profile of consumers who use Facebook, the general trends surfacing from the use of online activities, an investigation into each of the five phases mentioned that contribute to the influence Facebook exerts. And ultimately, indicating that Facebook has various degrees of influence ornoinfluence on the different phases inthe consumer-decision making process. This study, through a self administered drop-off questionnaire whose valid respondents (total of 325 respondents), provided information about the respondents' demographic profile, online activities and behaviour along the five phase consumer decision-making process. As the topic of this study was about the usage of Facebook, the sample set qualifier was that having a Facebook profile was a prerequisite. The statistical techniques used in the study were based on descriptive analysis which enabled the analysis of the data with regard to the relationship of the variables whereby the data was easily summarised and understood. The other statistical technique used was factor analysis whereby the reliability and validity of the data was verified and further relationships between the variables were examined. The findings indicate that respondents exhibited actions influenced by Facebook in the first two phases of the decision making process (Problem recognition and Information search), than was evident in the remaining three phases. This framework provides the basis forfurther investigation into the influence of Facebook in the areas of problem recognition and information search and provides the opportunity for marketers to position themselves in a way that will address the two phases bybeing present on the Facebook platform.
- Full Text:
- Authors: Mukina, Jena
- Date: 2014-02-17
- Subjects: Consumers - Decision making , Facebook (Electronic resource)
- Type: Thesis
- Identifier: uj:4073 , http://hdl.handle.net/10210/9422
- Description: M.Comm. (Business Management) , The overall goal of this short dissertation is to investigate the influence of Facebook on the consumer decision-making process of students at a comprehensive university. The five phases of the consumer decision-making process will be atthe core ofthis study; (1) Problem recognition, (2) Information search, (3) Evaluation of alternatives, (4) Purchase, (5) Post-purchase. Included inthe study is the profile of consumers who use Facebook, the general trends surfacing from the use of online activities, an investigation into each of the five phases mentioned that contribute to the influence Facebook exerts. And ultimately, indicating that Facebook has various degrees of influence ornoinfluence on the different phases inthe consumer-decision making process. This study, through a self administered drop-off questionnaire whose valid respondents (total of 325 respondents), provided information about the respondents' demographic profile, online activities and behaviour along the five phase consumer decision-making process. As the topic of this study was about the usage of Facebook, the sample set qualifier was that having a Facebook profile was a prerequisite. The statistical techniques used in the study were based on descriptive analysis which enabled the analysis of the data with regard to the relationship of the variables whereby the data was easily summarised and understood. The other statistical technique used was factor analysis whereby the reliability and validity of the data was verified and further relationships between the variables were examined. The findings indicate that respondents exhibited actions influenced by Facebook in the first two phases of the decision making process (Problem recognition and Information search), than was evident in the remaining three phases. This framework provides the basis forfurther investigation into the influence of Facebook in the areas of problem recognition and information search and provides the opportunity for marketers to position themselves in a way that will address the two phases bybeing present on the Facebook platform.
- Full Text:
The perceived influence of adolescents on the family purchase decision-making process : a cross-cultural study
- Authors: Tilley, Esté
- Date: 2012-08-27
- Subjects: Consumer behavior , Families - Decision making , Consumers - Decision making , Consumer behavior - Cross-cultural studies
- Type: Thesis
- Identifier: uj:3224 , http://hdl.handle.net/10210/6635
- Description: M.Comm. , The research study has endeavoured to explore adolescent perceived influence on parent purchase decisions more comprehensively, with unique and pioneering research being conducted on the degree to which this influence varies cross-culturally. Several findings were similar to previous research conducted, with adolescents still perceiving to have greater influence than their parents attribute to them. The cross-cultural findings, however, provide a basis for future research due to the significant value of these findings to marketers and researchers alike. The value of researching this cross-cultural impact should therefore not be discarded, as the researcher is of the opinion that knowledge regarding this aspect will dramatically influence the manner in which products are marketed and the ultimate success of long-term customer relationships. Conclusions,
- Full Text:
- Authors: Tilley, Esté
- Date: 2012-08-27
- Subjects: Consumer behavior , Families - Decision making , Consumers - Decision making , Consumer behavior - Cross-cultural studies
- Type: Thesis
- Identifier: uj:3224 , http://hdl.handle.net/10210/6635
- Description: M.Comm. , The research study has endeavoured to explore adolescent perceived influence on parent purchase decisions more comprehensively, with unique and pioneering research being conducted on the degree to which this influence varies cross-culturally. Several findings were similar to previous research conducted, with adolescents still perceiving to have greater influence than their parents attribute to them. The cross-cultural findings, however, provide a basis for future research due to the significant value of these findings to marketers and researchers alike. The value of researching this cross-cultural impact should therefore not be discarded, as the researcher is of the opinion that knowledge regarding this aspect will dramatically influence the manner in which products are marketed and the ultimate success of long-term customer relationships. Conclusions,
- Full Text:
- «
- ‹
- 1
- ›
- »