Investigating client relationship needs and wants within the banking industry in South Africa
- Authors: Eksteen, Jacques
- Date: 2011-11-30
- Subjects: Relationship marketing , Consumer satisfaction , Customer relations , Customer services , Customer loyalty , Banks and banking
- Type: Thesis
- Identifier: uj:1752 , http://hdl.handle.net/10210/4107
- Description: M.Comm.
- Full Text:
- Authors: Eksteen, Jacques
- Date: 2011-11-30
- Subjects: Relationship marketing , Consumer satisfaction , Customer relations , Customer services , Customer loyalty , Banks and banking
- Type: Thesis
- Identifier: uj:1752 , http://hdl.handle.net/10210/4107
- Description: M.Comm.
- Full Text:
An analysis of the taxability of customer loyalty rewards in South Africa
- Authors: Marais, Servaas Daniel
- Date: 2012-06-11
- Subjects: Customer loyalty , Customer loyalty rewards , Taxation , Capital gains tax
- Type: Mini-Dissertation
- Identifier: uj:8763 , http://hdl.handle.net/10210/5114
- Description: M.Comm.
- Full Text:
- Authors: Marais, Servaas Daniel
- Date: 2012-06-11
- Subjects: Customer loyalty , Customer loyalty rewards , Taxation , Capital gains tax
- Type: Mini-Dissertation
- Identifier: uj:8763 , http://hdl.handle.net/10210/5114
- Description: M.Comm.
- Full Text:
Customer loyalty in an optometric practice a case study perspective
- Authors: Van Vuuren, Tertius
- Date: 2012-10-30
- Subjects: Customer loyalty , Medical care - Marketing , Optometry - Practice
- Type: Mini-Dissertation
- Identifier: uj:10471 , http://hdl.handle.net/10210/7943
- Description: M.Comm. (Business Management) , Increased competitiveness, increased marketing, recessionary pressures and increased costs have created major pressures for businesses within the South African marketplace. This also applies to the optometric market with several practices struggling to maintain and sustain sales. The cost for small businesses to attract customers through various efforts such as advertising or sponsorships is substantial. The retention of customers can have a big financial advantage for the company, hence it has become important for businesses to build relationships with their customers. The question of which factors influence customer retention and customer loyalty presents itself. This study identified the antecedents to customer loyalty through the literature review which could possibly influence customer loyalty. It was the objective of this study to explore the influence of customer satisfaction, trust, supplier image and commitment on customer loyalty. This study follows a descriptive research design. Literature concerning customer loyalty and the antecedents identified above will be provided. The study makes use of a sample, which consist of customers who have previously bought from the practice more than once within the past six years. A self-administered questionnaire was designed based on the theoretical literature provided within the study. The questionnaire measured several constructs which were identified through the literature review. The questionnaire made use of a set of statements relating to the theory, and a 7-point Likert scale that allowed respondents to select from seven options ranging between strongly agree to strongly disagree. Various statistical analysis procedures were used to accomplish the objectives of the study, including factor analysis, and multiple and sideways regression techniques. The conclusion and findings of the study were found to support the objectives of the study and the results of the statistical analysis were found to accept the hypotheses of the study. Various recommendations for improving customer loyalty were given based on the findings of the statistical analysis. Through this study it has become evident that there are various that could be implemented by Wize Eyes Optometrists to improve customer loyalty and ensure high levels of customer retention. Finally, areas for future research were also identified and concluded this study.
- Full Text:
- Authors: Van Vuuren, Tertius
- Date: 2012-10-30
- Subjects: Customer loyalty , Medical care - Marketing , Optometry - Practice
- Type: Mini-Dissertation
- Identifier: uj:10471 , http://hdl.handle.net/10210/7943
- Description: M.Comm. (Business Management) , Increased competitiveness, increased marketing, recessionary pressures and increased costs have created major pressures for businesses within the South African marketplace. This also applies to the optometric market with several practices struggling to maintain and sustain sales. The cost for small businesses to attract customers through various efforts such as advertising or sponsorships is substantial. The retention of customers can have a big financial advantage for the company, hence it has become important for businesses to build relationships with their customers. The question of which factors influence customer retention and customer loyalty presents itself. This study identified the antecedents to customer loyalty through the literature review which could possibly influence customer loyalty. It was the objective of this study to explore the influence of customer satisfaction, trust, supplier image and commitment on customer loyalty. This study follows a descriptive research design. Literature concerning customer loyalty and the antecedents identified above will be provided. The study makes use of a sample, which consist of customers who have previously bought from the practice more than once within the past six years. A self-administered questionnaire was designed based on the theoretical literature provided within the study. The questionnaire measured several constructs which were identified through the literature review. The questionnaire made use of a set of statements relating to the theory, and a 7-point Likert scale that allowed respondents to select from seven options ranging between strongly agree to strongly disagree. Various statistical analysis procedures were used to accomplish the objectives of the study, including factor analysis, and multiple and sideways regression techniques. The conclusion and findings of the study were found to support the objectives of the study and the results of the statistical analysis were found to accept the hypotheses of the study. Various recommendations for improving customer loyalty were given based on the findings of the statistical analysis. Through this study it has become evident that there are various that could be implemented by Wize Eyes Optometrists to improve customer loyalty and ensure high levels of customer retention. Finally, areas for future research were also identified and concluded this study.
- Full Text:
The application of a customer lifetime value model in the financial services industry
- Authors: Ryan, Craig
- Date: 2012-08-15
- Subjects: Customer relations - Management , Customer loyalty
- Type: Mini-Dissertation
- Identifier: uj:9317 , http://hdl.handle.net/10210/5758
- Description: M.Comm. , This study will determine the value that a Customer Lifetime model can provide within financial services. The study will be a literature study followed by empirical research. The research part of the study will determine the value of the application of a CLV model for the various business areas within a financial services organisation. The purpose of the study will be to explore the concept of CLV (through definitions, brief analysis of CLV methodology and metrics). Then the areas within a business where CLV modelling within the ambit of Customer Value Management (CVM) can have a positive impact will be explored in more depth through interviews, discussion, short questionnaires and various company based literature. The risks and obstacles involved in using CLV models and implementing CVM will be briefly mentioned, but no in depth study will be made of these evident risks and obstacles. Finally, strategic recommendations will be made with regards to using the model based on a combination of literature and empirical research.
- Full Text:
- Authors: Ryan, Craig
- Date: 2012-08-15
- Subjects: Customer relations - Management , Customer loyalty
- Type: Mini-Dissertation
- Identifier: uj:9317 , http://hdl.handle.net/10210/5758
- Description: M.Comm. , This study will determine the value that a Customer Lifetime model can provide within financial services. The study will be a literature study followed by empirical research. The research part of the study will determine the value of the application of a CLV model for the various business areas within a financial services organisation. The purpose of the study will be to explore the concept of CLV (through definitions, brief analysis of CLV methodology and metrics). Then the areas within a business where CLV modelling within the ambit of Customer Value Management (CVM) can have a positive impact will be explored in more depth through interviews, discussion, short questionnaires and various company based literature. The risks and obstacles involved in using CLV models and implementing CVM will be briefly mentioned, but no in depth study will be made of these evident risks and obstacles. Finally, strategic recommendations will be made with regards to using the model based on a combination of literature and empirical research.
- Full Text:
Exploring the relationship between trust, commitment and customer loyalty through the intervening role of customer relationship management (CRM).
- Authors: Roberts-Lombard, Mornay
- Date: 2012
- Subjects: Customer relationship management , CRM , Short-term insurance industry - South Africa - Gauteng , Customer loyalty , Trust , Commitment
- Type: Article
- Identifier: uj:5865 , ISSN 1993-8233 , http://hdl.handle.net/10210/7962
- Description: The purpose of the study is to investigate customer relationship management (CRM) and its influence on customer loyalty at selected short-term insurance providers in the Gauteng province of South Africa. The target population included all South Africans who currently have a policy with at least one of the selected short-term insurance providers in the study. The convenience sampling method was applied, and a sample of 500 respondents was selected. An interview administered questionnaire was used for the gathering of data. The study indicated that a significant negative relationship existed between commitment and CRM. It was evident that no significant relationship existed between trust and CRM. The study also revealed that a strong positive relationship existed between CRM and customer loyalty at the four selected short-term insurance providers in South Africa. Strategies were also provided for ways in which the four selected short-term insurance providers can maintain and improve their relationships with their customers in order to encourage loyalty, and therefore increase profitability.
- Full Text:
- Authors: Roberts-Lombard, Mornay
- Date: 2012
- Subjects: Customer relationship management , CRM , Short-term insurance industry - South Africa - Gauteng , Customer loyalty , Trust , Commitment
- Type: Article
- Identifier: uj:5865 , ISSN 1993-8233 , http://hdl.handle.net/10210/7962
- Description: The purpose of the study is to investigate customer relationship management (CRM) and its influence on customer loyalty at selected short-term insurance providers in the Gauteng province of South Africa. The target population included all South Africans who currently have a policy with at least one of the selected short-term insurance providers in the study. The convenience sampling method was applied, and a sample of 500 respondents was selected. An interview administered questionnaire was used for the gathering of data. The study indicated that a significant negative relationship existed between commitment and CRM. It was evident that no significant relationship existed between trust and CRM. The study also revealed that a strong positive relationship existed between CRM and customer loyalty at the four selected short-term insurance providers in South Africa. Strategies were also provided for ways in which the four selected short-term insurance providers can maintain and improve their relationships with their customers in order to encourage loyalty, and therefore increase profitability.
- Full Text:
Factors influencing Business-to-Business loyalty at a mobile services provider
- Authors: Hlefana, Mpho Sophia
- Date: 2017
- Subjects: Customer loyalty , Customer relations - Management , Industrial management , Mobile Telephone Networks
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/272091 , uj:28951
- Description: M.Com. (Business Management) , Abstract: Customer Relationship Management (CRM) is an integral tool for maintaining long-term relationships with customers. Customers’ continual engagement with the organisation is dependent upon their satisfaction with the quality of the rendered service. In a Business-to-Business (B2B) environment, this usually means satisfying multiple stakeholders as B2B transactions involve more than one individual. Satisfying customers means that the service provider meets or exceeds customer expectations. We measure these outcomes by assessing how customers perceive the organisation’s image, the quality of services provided, the level of customisation of the service, whether they think they receive returns, and whether they trust the service provider. When customers are satisfied with the afore-mentioned assessment tools, they are likely to continue to engage with the service provider, demonstrating loyalty. This research’s aim is to determine the influence that the factors of corporate image, service quality, perceived value, customisation and trust have on customer satisfaction, and how all ultimately enhance customer loyalty at a mobile service provider. The research gathered data from MTN Business customers who had purchased and made use of MTN Business solutions and services. Although studies have been conducted on the proposed factors of corporate image, service quality, perceived value, customisation, trust, their influence on customer satisfaction and ultimately on customer loyalty, no research appears to have been conducted exploring the influence of these factors on a mobile service provider in South Africa. The study makes use of the positivistic research paradigm. Through this research paradigm, the researcher could interpret social interactions of business customer relationships with MTN Business South Africa. The methodological approach is descriptive and quantitative in nature. Data was gathered by means of a self-administered questionnaire, and distributed to a sample of 500 MTN Business customers. Seven response categories ranging from “strongly disagree” to “strongly agree” were used for respondents to indicate their level of agreement or disagreement with a set of statements, and measured using the Likert Scale. Non-probability sampling was used as the researcher selected elements to be included in the study from a customer database. The sample drawn from the MTN Business database focuses on customer billing. The researcher made use of judgement sampling to select sample emblements. SPSS version 22 was used to analyse the data and produced statistical reports from which results were interpreted and conclusions drawn. Simple regression analysis was used to determine whether the independent variables (corporate image, service quality, perceived value, customisation and trust), the intervening variable (customer satisfaction) and the dependent variable (customer loyalty) were correlated. These variables were all tested in previous studies by Tu, Li and Chih (2011); Bojei, Julian, Wel and Ahmed (2013); Roberts-...
- Full Text:
- Authors: Hlefana, Mpho Sophia
- Date: 2017
- Subjects: Customer loyalty , Customer relations - Management , Industrial management , Mobile Telephone Networks
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/272091 , uj:28951
- Description: M.Com. (Business Management) , Abstract: Customer Relationship Management (CRM) is an integral tool for maintaining long-term relationships with customers. Customers’ continual engagement with the organisation is dependent upon their satisfaction with the quality of the rendered service. In a Business-to-Business (B2B) environment, this usually means satisfying multiple stakeholders as B2B transactions involve more than one individual. Satisfying customers means that the service provider meets or exceeds customer expectations. We measure these outcomes by assessing how customers perceive the organisation’s image, the quality of services provided, the level of customisation of the service, whether they think they receive returns, and whether they trust the service provider. When customers are satisfied with the afore-mentioned assessment tools, they are likely to continue to engage with the service provider, demonstrating loyalty. This research’s aim is to determine the influence that the factors of corporate image, service quality, perceived value, customisation and trust have on customer satisfaction, and how all ultimately enhance customer loyalty at a mobile service provider. The research gathered data from MTN Business customers who had purchased and made use of MTN Business solutions and services. Although studies have been conducted on the proposed factors of corporate image, service quality, perceived value, customisation, trust, their influence on customer satisfaction and ultimately on customer loyalty, no research appears to have been conducted exploring the influence of these factors on a mobile service provider in South Africa. The study makes use of the positivistic research paradigm. Through this research paradigm, the researcher could interpret social interactions of business customer relationships with MTN Business South Africa. The methodological approach is descriptive and quantitative in nature. Data was gathered by means of a self-administered questionnaire, and distributed to a sample of 500 MTN Business customers. Seven response categories ranging from “strongly disagree” to “strongly agree” were used for respondents to indicate their level of agreement or disagreement with a set of statements, and measured using the Likert Scale. Non-probability sampling was used as the researcher selected elements to be included in the study from a customer database. The sample drawn from the MTN Business database focuses on customer billing. The researcher made use of judgement sampling to select sample emblements. SPSS version 22 was used to analyse the data and produced statistical reports from which results were interpreted and conclusions drawn. Simple regression analysis was used to determine whether the independent variables (corporate image, service quality, perceived value, customisation and trust), the intervening variable (customer satisfaction) and the dependent variable (customer loyalty) were correlated. These variables were all tested in previous studies by Tu, Li and Chih (2011); Bojei, Julian, Wel and Ahmed (2013); Roberts-...
- Full Text:
Improving company throughput at a South African company
- Motebele, Makhala Mpho, Mbohwa, Charles
- Authors: Motebele, Makhala Mpho , Mbohwa, Charles
- Date: 2013
- Subjects: Customer loyalty , Consumer satisfaction , Branding (Marketing)
- Type: Article
- Identifier: uj:6171 , ISSN 2010-3778 , http://hdl.handle.net/10210/13778
- Description: Research has largely concentrated on customer responses to the products they have received from tiger brands. The present study sheds light on the determinants of customer loyalty to a content-based service, improving company business processes and optimum productivity in a manufacturing company. General fundamentals of productivity must build a loyal customer base in order to attract repeat business and have a competitive advantage over competitors. Need fulfillment, responsiveness, security and technical functionality of the company are shown to influence productivity. Managerial implications are provided.
- Full Text:
- Authors: Motebele, Makhala Mpho , Mbohwa, Charles
- Date: 2013
- Subjects: Customer loyalty , Consumer satisfaction , Branding (Marketing)
- Type: Article
- Identifier: uj:6171 , ISSN 2010-3778 , http://hdl.handle.net/10210/13778
- Description: Research has largely concentrated on customer responses to the products they have received from tiger brands. The present study sheds light on the determinants of customer loyalty to a content-based service, improving company business processes and optimum productivity in a manufacturing company. General fundamentals of productivity must build a loyal customer base in order to attract repeat business and have a competitive advantage over competitors. Need fulfillment, responsiveness, security and technical functionality of the company are shown to influence productivity. Managerial implications are provided.
- Full Text:
Enhanced customer satisfaction through retail service quality (RSQ) : a study of in-store and online shoppers in the retail clothing industry
- Sukdeo, Nita, Vermeulen, Andre
- Authors: Sukdeo, Nita , Vermeulen, Andre
- Date: 2019
- Subjects: Retail service quality (RSQ) , Customer loyalty , Customer satisfaction
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/397923 , uj:33101 , Citation: Sukdeo, N. & Vermeulen, A. 2019. Enhanced customer satisfaction through retail service quality (RSQ) : a study of in-store and online shoppers in the retail clothing industry.
- Description: Abstract: With the aim to augment the number of customers in the retail sector, organisations attempt to assess customer satisfaction and loyalty level achieved in their sector. Retail service quality (RSQ) is a fundamental factor in determining the success of service organisations. The study aims at investigating in-store shoppers’ as well as online shoppers’ level of satisfaction. This paper’s purpose is to correlate the quality of retail service to customer satisfaction as well as loyalty in the framework of the retail industry in Johannesburg. The literature review enabled the identification of key elements of loyalty of customer, the quality of service and the satisfaction of customer. Literature has shown that the quality of service is significantly correlated with customer loyalty customer satisfaction. With the end goal of this investigation in mind, in-store shoppers were carefully chosen, as these customers prefer to frequent the stores due an enriched shopping experience. A structured mall intercept questionnaire was administered to 500 in-store retail shoppers in selected shopping malls, in the greater Johannesburg area. Simple random sampling was conducted in order to obtain a conducive sample size. A response rate of 476 out of 500, which equates to 95%, was obtained. Online shoppers also form part of the basis of the study, since organisations are progressing toward a digital era, shoppers can purchase item within the comfort of their homes and take advantage of products beings delivered to their door. In this regard, an online questionnaire was administered to 200 online retail shoppers. A response rate of 187 out of 200, which equates to 93%, was obtained. A proposed research framework and research hypotheses were developed through the information derived from existing researches and literature reviews, and thereafter the relevant hypotheses were tested through multiple regression analysis. Cronbach’s Alpha Coefficient and exploratory factor analysis were employed to verify the reliability and validity of the measuring instrument, respectively. The results of the study empirically indicated a strong positive link between customer loyalty and service quality including the quality of service and customer satisfaction with regard to in-store and online shoppers. This indicated that clients are happy with the quality of service supplied by retailer stores, leading to the loyalty of customer and repeat purchases, eventually.
- Full Text:
- Authors: Sukdeo, Nita , Vermeulen, Andre
- Date: 2019
- Subjects: Retail service quality (RSQ) , Customer loyalty , Customer satisfaction
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/397923 , uj:33101 , Citation: Sukdeo, N. & Vermeulen, A. 2019. Enhanced customer satisfaction through retail service quality (RSQ) : a study of in-store and online shoppers in the retail clothing industry.
- Description: Abstract: With the aim to augment the number of customers in the retail sector, organisations attempt to assess customer satisfaction and loyalty level achieved in their sector. Retail service quality (RSQ) is a fundamental factor in determining the success of service organisations. The study aims at investigating in-store shoppers’ as well as online shoppers’ level of satisfaction. This paper’s purpose is to correlate the quality of retail service to customer satisfaction as well as loyalty in the framework of the retail industry in Johannesburg. The literature review enabled the identification of key elements of loyalty of customer, the quality of service and the satisfaction of customer. Literature has shown that the quality of service is significantly correlated with customer loyalty customer satisfaction. With the end goal of this investigation in mind, in-store shoppers were carefully chosen, as these customers prefer to frequent the stores due an enriched shopping experience. A structured mall intercept questionnaire was administered to 500 in-store retail shoppers in selected shopping malls, in the greater Johannesburg area. Simple random sampling was conducted in order to obtain a conducive sample size. A response rate of 476 out of 500, which equates to 95%, was obtained. Online shoppers also form part of the basis of the study, since organisations are progressing toward a digital era, shoppers can purchase item within the comfort of their homes and take advantage of products beings delivered to their door. In this regard, an online questionnaire was administered to 200 online retail shoppers. A response rate of 187 out of 200, which equates to 93%, was obtained. A proposed research framework and research hypotheses were developed through the information derived from existing researches and literature reviews, and thereafter the relevant hypotheses were tested through multiple regression analysis. Cronbach’s Alpha Coefficient and exploratory factor analysis were employed to verify the reliability and validity of the measuring instrument, respectively. The results of the study empirically indicated a strong positive link between customer loyalty and service quality including the quality of service and customer satisfaction with regard to in-store and online shoppers. This indicated that clients are happy with the quality of service supplied by retailer stores, leading to the loyalty of customer and repeat purchases, eventually.
- Full Text:
The relationship between customer relationship management (CRM) and performance in the hotel industry
- Authors: Dhliwayo, S. , Madhovi, P.G.
- Date: 2017
- Subjects: Customer loyalty , Market share , CRM
- Language: English
- Type: Articles
- Identifier: http://hdl.handle.net/10210/241461 , uj:24859 , Citation: Dhliwayo, S. & Madhovi, P.G. 2017. The relationship between customer relationship management (CRM) and performance in the hotel industry.
- Description: Abstract: The aim of the study was to establish the levels of customer relationship management (CRM) practices among hotels in the City of Tshwane (COT), South Africa. It also aimed at establishing the relationship between the practice of CRM and performance. A cross sectional, quantitative approach was used in the study. A structured questionnaire was administered to all the 106 hotels in the COT municipality and 41 responses were received and used in the study. The practice of CRM among the hotels in the City of Tshwane was found to be high. A positive and significant correlation was found between CRM and performance. The study recommends that hotel management should continuously embark on various CRM practices in order to improve performance. Literature confirms that hotel competitiveness is dependent on the application of CRM. The results are based on a small sample of hotels, confined to a single municipality in South Africa, and the results may not be universally applicable to different localities. Future research could be extended to a wider population of South African hotels and comparative studies with other international destinations could also be done. No known studies to measure the practice of CRM had been done on local hotels. A hybrid performance construct, comprising of customer loyalty, sales turn over, market share and profitability was validated and used in the study. The study confirms that CRM leads to better performance.
- Full Text:
- Authors: Dhliwayo, S. , Madhovi, P.G.
- Date: 2017
- Subjects: Customer loyalty , Market share , CRM
- Language: English
- Type: Articles
- Identifier: http://hdl.handle.net/10210/241461 , uj:24859 , Citation: Dhliwayo, S. & Madhovi, P.G. 2017. The relationship between customer relationship management (CRM) and performance in the hotel industry.
- Description: Abstract: The aim of the study was to establish the levels of customer relationship management (CRM) practices among hotels in the City of Tshwane (COT), South Africa. It also aimed at establishing the relationship between the practice of CRM and performance. A cross sectional, quantitative approach was used in the study. A structured questionnaire was administered to all the 106 hotels in the COT municipality and 41 responses were received and used in the study. The practice of CRM among the hotels in the City of Tshwane was found to be high. A positive and significant correlation was found between CRM and performance. The study recommends that hotel management should continuously embark on various CRM practices in order to improve performance. Literature confirms that hotel competitiveness is dependent on the application of CRM. The results are based on a small sample of hotels, confined to a single municipality in South Africa, and the results may not be universally applicable to different localities. Future research could be extended to a wider population of South African hotels and comparative studies with other international destinations could also be done. No known studies to measure the practice of CRM had been done on local hotels. A hybrid performance construct, comprising of customer loyalty, sales turn over, market share and profitability was validated and used in the study. The study confirms that CRM leads to better performance.
- Full Text:
Customer relationship management (CRM) in a South African service environment : an exploratory study
- Roberts-Lombard, Mornay, Du Plessis, Leon
- Authors: Roberts-Lombard, Mornay , Du Plessis, Leon
- Date: 2011-04
- Subjects: Long-term insurance organization , Customer loyalty , Conflict management , Customer relationship management
- Type: Article
- Identifier: uj:5966 , ISSN 2141-2421 , http://hdl.handle.net/10210/8221
- Description: The primary objective of the study was to investigate the influence of trust, commitment, two-way communication and conflict handling on customer loyalty through customer relationship management (CRM) as a mediating variable at a South African long-term insurance organization. Both a qualitative and quantitative research approach was followed in the study. The population included all the customers of a long-term insurance provider in South Africa who held a life-insurance policy at the time of the study. The sample consisted of 254 customers in four major centers in South Africa. Primary data was gathered using a structured questionnaire, with items on a 7-point Likert scale referring to trust, commitment, two-way communication, conflict handling, CRM and customer loyalty. The statistical analysis that was used in the study included multiple regression analysis to test the hypotheses. The findings stipulate that a significant positive relationship exists between trust, commitment and conflict handling, and CRM at a long-term insurance provider in South Africa. The study further revealed that a significant negative relationship exists between two-way communication and CRM at the insurance provider. In addition, it was found that there is a significant positive relationship between CRM and customer loyalty at the insurance provider in South Africa. Therefore, long-term insurance providers in South Africa can improve and maintain the relationships between themselves and their customers if they exhibit trustworthy behavior, show genuine commitment to service, communicate information to customers efficiently and accurately, thereby also listening to their customers and handling potential and manifested conflicts skilfully. This will ultimately contribute to customer loyalty, which will ensure economic prosperity for the long-term insurance provider.
- Full Text:
Customer relationship management (CRM) in a South African service environment : an exploratory study
- Authors: Roberts-Lombard, Mornay , Du Plessis, Leon
- Date: 2011-04
- Subjects: Long-term insurance organization , Customer loyalty , Conflict management , Customer relationship management
- Type: Article
- Identifier: uj:5966 , ISSN 2141-2421 , http://hdl.handle.net/10210/8221
- Description: The primary objective of the study was to investigate the influence of trust, commitment, two-way communication and conflict handling on customer loyalty through customer relationship management (CRM) as a mediating variable at a South African long-term insurance organization. Both a qualitative and quantitative research approach was followed in the study. The population included all the customers of a long-term insurance provider in South Africa who held a life-insurance policy at the time of the study. The sample consisted of 254 customers in four major centers in South Africa. Primary data was gathered using a structured questionnaire, with items on a 7-point Likert scale referring to trust, commitment, two-way communication, conflict handling, CRM and customer loyalty. The statistical analysis that was used in the study included multiple regression analysis to test the hypotheses. The findings stipulate that a significant positive relationship exists between trust, commitment and conflict handling, and CRM at a long-term insurance provider in South Africa. The study further revealed that a significant negative relationship exists between two-way communication and CRM at the insurance provider. In addition, it was found that there is a significant positive relationship between CRM and customer loyalty at the insurance provider in South Africa. Therefore, long-term insurance providers in South Africa can improve and maintain the relationships between themselves and their customers if they exhibit trustworthy behavior, show genuine commitment to service, communicate information to customers efficiently and accurately, thereby also listening to their customers and handling potential and manifested conflicts skilfully. This will ultimately contribute to customer loyalty, which will ensure economic prosperity for the long-term insurance provider.
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Customer relationship and its influence on customer loyalty at Liberty Life in South Africa
- Authors: Du Plessis, Leon
- Date: 2011-10-11T08:03:22Z
- Subjects: Customer relations management , Customer loyalty , Liberty Life (South Africa)
- Type: Thesis
- Identifier: uj:7243 , http://hdl.handle.net/10210/3897
- Description: M.Com. , South Africa exists, that focuses on Customer Relationship Management and Customer Loyalty. The study investigates Customer Relationship Management and its influence on Customer Loyalty at Liberty Life in South Africa. Over the past twenty years, the importance of the services industries to the world economy has grown. In the South African economy the services sector contributed 71.4% of South Africa’s total GDP in 2006. The world economy is struggling in the aftermath of the global financial crisis. Customers are cancelling their policies as they struggle to survive the down turn in investment and credit markets. Liberty Life experiences persistency problems as customers cancel their policies. Liberty Life is required to focus on its relationship with customers to increase customer loyalty. To establish the influence of trust, commitment, two-way communication and conflict handling on Customer Relationship Management and its influence on Customer Loyalty at Liberty Life in South African, an empirical investigation was conducted. The sample consisted on 254 customers visiting the customer walk-in-centres situated in Johannesburg, Cape Town, Pretoria and Durban. The study indicated that a significant positive relationship exists between trust, commitment and conflict handling, and Customer Relationship Management at Liberty Life. The study further revealed that a significant negative relationship exists between two-way communication and Customer Relationship Management at Liberty Life. In addition, the empirical investigation revealed that there is a significant positive relationship between Customer Relationship Management and Customer Loyalty at Liberty Life in South Africa. The study provided strategies for Liberty Life to improve and maintain its relationships between the organisation and customers if Liberty Life exhibits trustworthy behaviour, shows genuine commitment to service, communicates information to customers efficiently and accurately, thereby also listening to their iii customers and handling potential and manifested conflicts skilfully. This will ultimately, contributes to Customer Loyalty, which will ensure economic prosperity for Liberty Life.
- Full Text:
- Authors: Du Plessis, Leon
- Date: 2011-10-11T08:03:22Z
- Subjects: Customer relations management , Customer loyalty , Liberty Life (South Africa)
- Type: Thesis
- Identifier: uj:7243 , http://hdl.handle.net/10210/3897
- Description: M.Com. , South Africa exists, that focuses on Customer Relationship Management and Customer Loyalty. The study investigates Customer Relationship Management and its influence on Customer Loyalty at Liberty Life in South Africa. Over the past twenty years, the importance of the services industries to the world economy has grown. In the South African economy the services sector contributed 71.4% of South Africa’s total GDP in 2006. The world economy is struggling in the aftermath of the global financial crisis. Customers are cancelling their policies as they struggle to survive the down turn in investment and credit markets. Liberty Life experiences persistency problems as customers cancel their policies. Liberty Life is required to focus on its relationship with customers to increase customer loyalty. To establish the influence of trust, commitment, two-way communication and conflict handling on Customer Relationship Management and its influence on Customer Loyalty at Liberty Life in South African, an empirical investigation was conducted. The sample consisted on 254 customers visiting the customer walk-in-centres situated in Johannesburg, Cape Town, Pretoria and Durban. The study indicated that a significant positive relationship exists between trust, commitment and conflict handling, and Customer Relationship Management at Liberty Life. The study further revealed that a significant negative relationship exists between two-way communication and Customer Relationship Management at Liberty Life. In addition, the empirical investigation revealed that there is a significant positive relationship between Customer Relationship Management and Customer Loyalty at Liberty Life in South Africa. The study provided strategies for Liberty Life to improve and maintain its relationships between the organisation and customers if Liberty Life exhibits trustworthy behaviour, shows genuine commitment to service, communicates information to customers efficiently and accurately, thereby also listening to their iii customers and handling potential and manifested conflicts skilfully. This will ultimately, contributes to Customer Loyalty, which will ensure economic prosperity for Liberty Life.
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Relationship building dimensions to strengthen customer loyalty – an Islamic banking perspective
- Els, Shandi, Roberts-Lombard, Mornay, Conradie, Elsabie
- Authors: Els, Shandi , Roberts-Lombard, Mornay , Conradie, Elsabie
- Date: 2017
- Subjects: Relationship marketing , Customer loyalty , Emerging
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/240285 , uj:24718 , Citation: Els, S., Roberts-Lombard, M. & Conradie, E. 2017. Relationship building dimensions to strengthen customer loyalty – an Islamic banking perspective.
- Description: Abstract: Please refer to full text to view abstract
- Full Text: false
- Authors: Els, Shandi , Roberts-Lombard, Mornay , Conradie, Elsabie
- Date: 2017
- Subjects: Relationship marketing , Customer loyalty , Emerging
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/240285 , uj:24718 , Citation: Els, S., Roberts-Lombard, M. & Conradie, E. 2017. Relationship building dimensions to strengthen customer loyalty – an Islamic banking perspective.
- Description: Abstract: Please refer to full text to view abstract
- Full Text: false
The development of customer perceptions into multi-level regression-based impact measures for the improvement of customer loyalty
- Authors: Hoko, Martin
- Date: 2012-08-20
- Subjects: Consumer satisfaction , Customer loyalty
- Type: Thesis
- Identifier: uj:2767 , http://hdl.handle.net/10210/6208
- Description: M.B.A. , Straddling the tropic of Capricorn, land-locked Botswana spans a vast 581,730 square kilometres in area. The country shares borders with Namibia to the north and west, Zambia and Zimbabwe to the north-east, and South Africa to the east and south. The Botswana Central Statistics Office (CSO) estimate a 2001 population of 1,68 million with an annual growth rate of 2.4% (Annual Economic Report, (2003)). The population is concentrated mainly in the fertile eastern and southern one third of the country. The remaining two thirds of the country's land is covered with the thick sands of the Kgalagadi Desert. Rainfall in the country is sporadic and erratic. According to the 2001 National Census the urban population of the country stands at 52.1% with the capital Gaborone accounting for 10.1% of the country's population. Francistown, the second and only other city, accounts for 4.9% of the country's population. The remainder of the urban population is distributed among 14 smaller urban centres. Gaborone accounts for 26.9% of the country's population between the ages of 25 and 54 years (Annual Economic Report, 2003.) 1.1.2. Communication The communication network is fairly sophisticated with 19.4% of the county's roads paved. The telephone network is fully digital, with Internet, e-mail, fax facilities available in all major centres of the country. Telex, data-switching, satellite-link and voice-mail service are also available nationwide. There are two cellular phone service provides and eleven internet service providers (ISPs). There are 27 Batswana to a telephone. (See Table 1: Botswana Social Statistics 2001 Table 1: Botswana Social Statistics: 2001 Life Expectancy 65.2 Population per Physician 3448 Persons per telephone 27 Persons per radio 95 Daily Newspapers 1 Persons per vehicle 21 Paved roads % 19.4 Primary School numbers 330,767 Tertiary education numbers 128,744 Literacy rate % 70 (Source: Annual Economic Report: 2003) 1.1.3. Economic performance Domestic output, as measured by Gross Domestic Product (GDP), is estimated to have grown, in nominal terms from P16.54 billion (SAR 25,47 billion) in 2000/2001 to P16.91 billion (SAR 26,04 billion) in 2001/2002, representing an increase of 2.3%. The increase for the previous year had been 17.2% (Annual Economic Report 2003) A slump in mining, with a growth rate of 3.1% (17.2% the previous year) was the major contributor to the slow growth. Banks, Insurance and Business services also shared significant growth among the non-mining sectors of the economy. (See Table 2: Economic Structure).
- Full Text:
- Authors: Hoko, Martin
- Date: 2012-08-20
- Subjects: Consumer satisfaction , Customer loyalty
- Type: Thesis
- Identifier: uj:2767 , http://hdl.handle.net/10210/6208
- Description: M.B.A. , Straddling the tropic of Capricorn, land-locked Botswana spans a vast 581,730 square kilometres in area. The country shares borders with Namibia to the north and west, Zambia and Zimbabwe to the north-east, and South Africa to the east and south. The Botswana Central Statistics Office (CSO) estimate a 2001 population of 1,68 million with an annual growth rate of 2.4% (Annual Economic Report, (2003)). The population is concentrated mainly in the fertile eastern and southern one third of the country. The remaining two thirds of the country's land is covered with the thick sands of the Kgalagadi Desert. Rainfall in the country is sporadic and erratic. According to the 2001 National Census the urban population of the country stands at 52.1% with the capital Gaborone accounting for 10.1% of the country's population. Francistown, the second and only other city, accounts for 4.9% of the country's population. The remainder of the urban population is distributed among 14 smaller urban centres. Gaborone accounts for 26.9% of the country's population between the ages of 25 and 54 years (Annual Economic Report, 2003.) 1.1.2. Communication The communication network is fairly sophisticated with 19.4% of the county's roads paved. The telephone network is fully digital, with Internet, e-mail, fax facilities available in all major centres of the country. Telex, data-switching, satellite-link and voice-mail service are also available nationwide. There are two cellular phone service provides and eleven internet service providers (ISPs). There are 27 Batswana to a telephone. (See Table 1: Botswana Social Statistics 2001 Table 1: Botswana Social Statistics: 2001 Life Expectancy 65.2 Population per Physician 3448 Persons per telephone 27 Persons per radio 95 Daily Newspapers 1 Persons per vehicle 21 Paved roads % 19.4 Primary School numbers 330,767 Tertiary education numbers 128,744 Literacy rate % 70 (Source: Annual Economic Report: 2003) 1.1.3. Economic performance Domestic output, as measured by Gross Domestic Product (GDP), is estimated to have grown, in nominal terms from P16.54 billion (SAR 25,47 billion) in 2000/2001 to P16.91 billion (SAR 26,04 billion) in 2001/2002, representing an increase of 2.3%. The increase for the previous year had been 17.2% (Annual Economic Report 2003) A slump in mining, with a growth rate of 3.1% (17.2% the previous year) was the major contributor to the slow growth. Banks, Insurance and Business services also shared significant growth among the non-mining sectors of the economy. (See Table 2: Economic Structure).
- Full Text:
The effect of supply chain optimisation on the sales and profitability of RS Components SA Ltd.
- Authors: Pretorius, Nadine
- Date: 2012-08-28
- Subjects: Business logistics -- South Africa , Delivery of goods -- South Africa , Customer services , Consumer satisfaction , Customer loyalty
- Type: Thesis
- Identifier: uj:3338 , http://hdl.handle.net/10210/6739
- Description: M.Comm. , The methodology of supply chain optimisation is a fairly new concept in the field of logistics management and is also referred to as value chain optimisation. This short dissertation explores and describes the effects of a national improvement in supply chain processes on the sales and profitability of RS Components SA. The study contains discussions from various theoretical disciplines and includes topics such as customer service, customer satisfaction, customer loyalty, logistics management and supply chain methodology. The link between the performance of the logistics processes and perceived customer service levels is also discussed in detail. Finally the study will show how improved logistical performance can lead to improved levels of customer satisfaction, which in turn leads to customer loyalty and increased profitability. In order to improve the organisation's national supply chain, RS Components SA decided to open a new Trade Counter in the Cape Town sales region. Before the opening of this Trade Counter however, improvements were made to the national logistical network to ensure seamless integration of the new sales branch as a fully operational warehouse. Various financial indicators were measured for the year after the opening of the new Trade Counter in Cape Town, in order to compare such figures to the year prior to the opening of said Trade Counter. The primary results were as follows: Sales for the Cape Town sales region have increased by a greater margin than originally budgeted for. The sales growth target was exceeded by 30.21%. The number of invoices generated for the year after the opening of the Trade Counter in Cape Town has increased steadily while the average invoice value has shown no mentionable growth. This indicates that the Trade Counter in Cape Town has spurned a greater percentage of repeat purchases and that sales have not merely increased due to bigger sales orders. Growth in the number of individual purchasing customers for the Cape Town region also reached a staggering growth of 71.71% compared to the growth target of 45%. Substantial growth was also achieved throughout the year for the number of Trade Counter visits to the Cape Town Trade Counter. Whilst staggering growth rates were achieved in all of the above-mentioned categories, overhead expenses came in lower than was originally budgeted for the Cape Town sales region. A saving of 3.65% was achieved against a sales growth of 75.21%. In conclusion, this study indicated an increase in sales and profitability in the Cape Town sales region. Based on the success achieved through supply chain optimisation, both in terms of increased revenue as well as perceived levels of customer satisfaction, a recommendation is made for further expansion of the supply chain network of RS Components SA through the opening of a new Trade Counter in Durban.
- Full Text:
- Authors: Pretorius, Nadine
- Date: 2012-08-28
- Subjects: Business logistics -- South Africa , Delivery of goods -- South Africa , Customer services , Consumer satisfaction , Customer loyalty
- Type: Thesis
- Identifier: uj:3338 , http://hdl.handle.net/10210/6739
- Description: M.Comm. , The methodology of supply chain optimisation is a fairly new concept in the field of logistics management and is also referred to as value chain optimisation. This short dissertation explores and describes the effects of a national improvement in supply chain processes on the sales and profitability of RS Components SA. The study contains discussions from various theoretical disciplines and includes topics such as customer service, customer satisfaction, customer loyalty, logistics management and supply chain methodology. The link between the performance of the logistics processes and perceived customer service levels is also discussed in detail. Finally the study will show how improved logistical performance can lead to improved levels of customer satisfaction, which in turn leads to customer loyalty and increased profitability. In order to improve the organisation's national supply chain, RS Components SA decided to open a new Trade Counter in the Cape Town sales region. Before the opening of this Trade Counter however, improvements were made to the national logistical network to ensure seamless integration of the new sales branch as a fully operational warehouse. Various financial indicators were measured for the year after the opening of the new Trade Counter in Cape Town, in order to compare such figures to the year prior to the opening of said Trade Counter. The primary results were as follows: Sales for the Cape Town sales region have increased by a greater margin than originally budgeted for. The sales growth target was exceeded by 30.21%. The number of invoices generated for the year after the opening of the Trade Counter in Cape Town has increased steadily while the average invoice value has shown no mentionable growth. This indicates that the Trade Counter in Cape Town has spurned a greater percentage of repeat purchases and that sales have not merely increased due to bigger sales orders. Growth in the number of individual purchasing customers for the Cape Town region also reached a staggering growth of 71.71% compared to the growth target of 45%. Substantial growth was also achieved throughout the year for the number of Trade Counter visits to the Cape Town Trade Counter. Whilst staggering growth rates were achieved in all of the above-mentioned categories, overhead expenses came in lower than was originally budgeted for the Cape Town sales region. A saving of 3.65% was achieved against a sales growth of 75.21%. In conclusion, this study indicated an increase in sales and profitability in the Cape Town sales region. Based on the success achieved through supply chain optimisation, both in terms of increased revenue as well as perceived levels of customer satisfaction, a recommendation is made for further expansion of the supply chain network of RS Components SA through the opening of a new Trade Counter in Durban.
- Full Text:
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