Black Generation Y expectations of their banks’ customer relationship management
- Authors: Bresler, Marius
- Date: 2013-12-09
- Subjects: Banks and banking - Public relations - South Africa , Generation Y , Customer relations - South Africa , Banks and banking - Customer services - South Africa , Bank employees - Attitudes
- Type: Thesis
- Identifier: http://ujcontent.uj.ac.za8080/10210/368114 , uj:7819 , http://hdl.handle.net/10210/8713
- Description: M.Comm. (Marketing Management) , As the South African banking industry is becoming more competitive due to new entrants and competitive offerings it is important to establish relationships with customers to maintain a competitive advantage. For South African banks to form relationships with customers, they need to understand their customers and what customers require from the relationship. For that reason, South African banks need to identify dimensions of customer relationship management (CRM) to build upon in strengthening their relationships with customers. As South Africa has experienced a rise in the spending power of black generation Y’s, this demographic requires further investigation. South African banks should realise that this market has significant potential in terms of profitability and it is important to determine which dimensions of customer relationship management this market prefers in order to build and further strengthen relationships. The primary objective of the study was to determine black generation Y’s expectations of customer relationship management offered by their banks especially targeting generation Y adults within the Gauteng area. The study aimed at identifying customer relationship management dimensions and investigating black generation Y adults’ expectations toward those dimensions. The study further investigated whether black generation Y adults were satisfied with their banks and whether their satisfaction will lead to relationship intention and loyalty. The study focused on CRM dimensions identified from previous literature namely service quality, customisation, two-way communication, technology (the use of), commitment and convenience. Quantitative research methods were then used by means of a questionnaire that was distributed through convenience sampling to respondents throughout selected shopping malls in the Gauteng area. In order to measure expectations, satisfaction, relationship intention and loyalty constructs, only respondents who have banked with one of the four major banks (ABSA, FNB, Nedbank and Standard Bank) for a period of three or more years between the ages of 21-34 were asked to participate in the study. A total of 581 questionnaires were retained for data analysis. Results indicated that respondents had high expectations for the customer relationship management dimensions offered by their banks but specifically with the dimensions of convenience and technology. Respondents also indicated that they are satisfied with their current banks and are willing to continue their relationships with their banks and remain loyal. These results could benefit the South African banking industry in that it provides insights into black generation Y adults as well as provide insights into possible CRM strategies banks could consider. The results of the study confirm that customer satisfaction influences relationship intention and retention. Banks therefore need to ensure that customers are satisfied to ensure loyal customers in the long-term. In making recommendations for future studies, it was suggested that this study also be done on other cohorts such as Generation X as well as to conduct a follow up study which include new and upcoming banks such as Capitec Bank within the South African banking industry.
- Full Text:
- Authors: Bresler, Marius
- Date: 2013-12-09
- Subjects: Banks and banking - Public relations - South Africa , Generation Y , Customer relations - South Africa , Banks and banking - Customer services - South Africa , Bank employees - Attitudes
- Type: Thesis
- Identifier: http://ujcontent.uj.ac.za8080/10210/368114 , uj:7819 , http://hdl.handle.net/10210/8713
- Description: M.Comm. (Marketing Management) , As the South African banking industry is becoming more competitive due to new entrants and competitive offerings it is important to establish relationships with customers to maintain a competitive advantage. For South African banks to form relationships with customers, they need to understand their customers and what customers require from the relationship. For that reason, South African banks need to identify dimensions of customer relationship management (CRM) to build upon in strengthening their relationships with customers. As South Africa has experienced a rise in the spending power of black generation Y’s, this demographic requires further investigation. South African banks should realise that this market has significant potential in terms of profitability and it is important to determine which dimensions of customer relationship management this market prefers in order to build and further strengthen relationships. The primary objective of the study was to determine black generation Y’s expectations of customer relationship management offered by their banks especially targeting generation Y adults within the Gauteng area. The study aimed at identifying customer relationship management dimensions and investigating black generation Y adults’ expectations toward those dimensions. The study further investigated whether black generation Y adults were satisfied with their banks and whether their satisfaction will lead to relationship intention and loyalty. The study focused on CRM dimensions identified from previous literature namely service quality, customisation, two-way communication, technology (the use of), commitment and convenience. Quantitative research methods were then used by means of a questionnaire that was distributed through convenience sampling to respondents throughout selected shopping malls in the Gauteng area. In order to measure expectations, satisfaction, relationship intention and loyalty constructs, only respondents who have banked with one of the four major banks (ABSA, FNB, Nedbank and Standard Bank) for a period of three or more years between the ages of 21-34 were asked to participate in the study. A total of 581 questionnaires were retained for data analysis. Results indicated that respondents had high expectations for the customer relationship management dimensions offered by their banks but specifically with the dimensions of convenience and technology. Respondents also indicated that they are satisfied with their current banks and are willing to continue their relationships with their banks and remain loyal. These results could benefit the South African banking industry in that it provides insights into black generation Y adults as well as provide insights into possible CRM strategies banks could consider. The results of the study confirm that customer satisfaction influences relationship intention and retention. Banks therefore need to ensure that customers are satisfied to ensure loyal customers in the long-term. In making recommendations for future studies, it was suggested that this study also be done on other cohorts such as Generation X as well as to conduct a follow up study which include new and upcoming banks such as Capitec Bank within the South African banking industry.
- Full Text:
Factors affecting female generation Y consumer’s selection of a bank
- De Broize, Cézanne Catherine
- Authors: De Broize, Cézanne Catherine
- Date: 2015
- Subjects: Banks and banking - South Africa , Banks and banking - Customer services - South Africa , Generation Y , Women consumers
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/82185 , uj:18932
- Description: Abstract: The South African retail banking industry is a highly competitive environment where major industry players compete for the largest market share of the banked and unbanked consumer market. The consumer segment of focus in this study is the female Generation Y consumer, due to their high disposable incomes, technological savviness, and brand consciousness. Within the retail banking industry in South Africa, the number of formally banked female consumers has increased to 87%, and is noted as being significantly higher than the number of formally banked male consumers, which is 81%. To maintain the largest market share, the major South African retail banks must determine the factors and variables that influence the female Generation Y consumer’s selection of a retail bank, so as to attract consumers from competing retail banks, as well as proactively prevent the attrition of their current consumers. The primary objective of the study was to determine the factors that had an influence of the female Generation Y consumer’s selection of a retail bank using consumers residing in the Gauteng province. The aim of the study was to identify the factor dimensions for purchase intention when selecting a retail bank. These factor dimensions were identified, through a literature review and previous studies, namely price, product selection, innovation, status, and peer referral. A descriptive research approach was followed and data was gathered, using quantitative research methods. A self-administered questionnaire was administered through convenience sampling to research participants at universities, shopping malls, and banking halls, within the Gauteng province. The target population for this study was limited to research participants between the ages of 18 and 36 years, who held a bank account with one of the five major South African retail banks (ABSA, FNB, Standard Bank, Nedbank, and Capitec Bank). A total of 300 questionnaires were distributed and 274 were retained for data analysis. Pearson product moment correlation analysis and regression analysis were used to test the influence of the relationships between various variables in the study. The peer referral subscale developed as a two-factor solution and was split into recommendation and trustworthiness. The remaining subscales were all considered valid... , M.Com. (Business Management)
- Full Text:
- Authors: De Broize, Cézanne Catherine
- Date: 2015
- Subjects: Banks and banking - South Africa , Banks and banking - Customer services - South Africa , Generation Y , Women consumers
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/82185 , uj:18932
- Description: Abstract: The South African retail banking industry is a highly competitive environment where major industry players compete for the largest market share of the banked and unbanked consumer market. The consumer segment of focus in this study is the female Generation Y consumer, due to their high disposable incomes, technological savviness, and brand consciousness. Within the retail banking industry in South Africa, the number of formally banked female consumers has increased to 87%, and is noted as being significantly higher than the number of formally banked male consumers, which is 81%. To maintain the largest market share, the major South African retail banks must determine the factors and variables that influence the female Generation Y consumer’s selection of a retail bank, so as to attract consumers from competing retail banks, as well as proactively prevent the attrition of their current consumers. The primary objective of the study was to determine the factors that had an influence of the female Generation Y consumer’s selection of a retail bank using consumers residing in the Gauteng province. The aim of the study was to identify the factor dimensions for purchase intention when selecting a retail bank. These factor dimensions were identified, through a literature review and previous studies, namely price, product selection, innovation, status, and peer referral. A descriptive research approach was followed and data was gathered, using quantitative research methods. A self-administered questionnaire was administered through convenience sampling to research participants at universities, shopping malls, and banking halls, within the Gauteng province. The target population for this study was limited to research participants between the ages of 18 and 36 years, who held a bank account with one of the five major South African retail banks (ABSA, FNB, Standard Bank, Nedbank, and Capitec Bank). A total of 300 questionnaires were distributed and 274 were retained for data analysis. Pearson product moment correlation analysis and regression analysis were used to test the influence of the relationships between various variables in the study. The peer referral subscale developed as a two-factor solution and was split into recommendation and trustworthiness. The remaining subscales were all considered valid... , M.Com. (Business Management)
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South African female millennial consumers’ responses toward traditional and virtual fashion window displays
- Authors: Van Heerden, Salomien
- Date: 2016
- Subjects: Consumers - South Africa - Attitudes , Fashion merchandising - South Africa , Generation Y , Women consumers - South Africa - Attitudes
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/122934 , uj:20726
- Description: Abstract: The retailing of consumer merchandise has always had to keep up with dynamic consumer wants, needs and expectations in a competitive environment (Mover, Minjeong & Childs 2012:442). Technology, which includes the internet and a virtual world, competes with real-life retail stores in the sense that it can also meet the demands of consumers Koontz & Gibson 2002:442). Fashion is an important product category on the internet and there has been substantial growth with regard to online fashion purchases (Jacobs & De Klerk 2010:255). This implies that virtual fashion stores that use visual displays do exist in industry, and have the potential to satisfy consumer needs and wants. Retailers could stay competitive in the current trend of online shopping by using and implementing multichannel strategies, for example, by providing virtual purchasing options in addition to the traditional retail store (Koontz & Gibson 2002:381–395). Nevertheless, most fashion retailers keep the traditional store option, as opposed to online-only options, because consumers find it difficult to judge the fit, texture and quality of fashion products if displayed virtually, even though virtual shopping may have benefits like convenience (Ruane & Wallace 2013:316). These strategies can influence the retailer’s choice of visual display, as retail strategies should be aligned to consumer groups’ needs and preferences. A consumer group that is associated with convenience, as well as virtual shopping, is the female millennial generation consumer group (Ruane & Wallace 2013:317). Since the millennial generation started to enter the working-class market, this large global market has developed into one of the fastest-growing consumer segments, with a substantial amount of disposable income (Faruk, Stuart & Griffin 2013:657; Ruane & Wallace 2013:316; Leen, Thurasamy & Omar 2012:111; Tapscott 2009:188; Djamasbi, Tullis, Siegel, Capozza, Groenzinger & Ng 2008:1). This large generation is therefore regarded as a market segment with high consumption patterns and large spending potential (Pinzaru, Savulescu & Mitan 2013:321; Waters 2006:1). Although the millennial generation is seen as one of the largest consumer market segments to date, they have not been included in much literature with specific reference to their consumption of, and preferences and attitudes towards... , M.Tech.
- Full Text:
- Authors: Van Heerden, Salomien
- Date: 2016
- Subjects: Consumers - South Africa - Attitudes , Fashion merchandising - South Africa , Generation Y , Women consumers - South Africa - Attitudes
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/122934 , uj:20726
- Description: Abstract: The retailing of consumer merchandise has always had to keep up with dynamic consumer wants, needs and expectations in a competitive environment (Mover, Minjeong & Childs 2012:442). Technology, which includes the internet and a virtual world, competes with real-life retail stores in the sense that it can also meet the demands of consumers Koontz & Gibson 2002:442). Fashion is an important product category on the internet and there has been substantial growth with regard to online fashion purchases (Jacobs & De Klerk 2010:255). This implies that virtual fashion stores that use visual displays do exist in industry, and have the potential to satisfy consumer needs and wants. Retailers could stay competitive in the current trend of online shopping by using and implementing multichannel strategies, for example, by providing virtual purchasing options in addition to the traditional retail store (Koontz & Gibson 2002:381–395). Nevertheless, most fashion retailers keep the traditional store option, as opposed to online-only options, because consumers find it difficult to judge the fit, texture and quality of fashion products if displayed virtually, even though virtual shopping may have benefits like convenience (Ruane & Wallace 2013:316). These strategies can influence the retailer’s choice of visual display, as retail strategies should be aligned to consumer groups’ needs and preferences. A consumer group that is associated with convenience, as well as virtual shopping, is the female millennial generation consumer group (Ruane & Wallace 2013:317). Since the millennial generation started to enter the working-class market, this large global market has developed into one of the fastest-growing consumer segments, with a substantial amount of disposable income (Faruk, Stuart & Griffin 2013:657; Ruane & Wallace 2013:316; Leen, Thurasamy & Omar 2012:111; Tapscott 2009:188; Djamasbi, Tullis, Siegel, Capozza, Groenzinger & Ng 2008:1). This large generation is therefore regarded as a market segment with high consumption patterns and large spending potential (Pinzaru, Savulescu & Mitan 2013:321; Waters 2006:1). Although the millennial generation is seen as one of the largest consumer market segments to date, they have not been included in much literature with specific reference to their consumption of, and preferences and attitudes towards... , M.Tech.
- Full Text:
Generational awareness in co-worker relationships in the interactive information society
- Authors: Van der Walt, Sophie
- Date: 2011-08-31T10:05:33Z
- Subjects: Diversity in the workplace , Career development , Academic librarians , Co-worker relationships , Baby Boom generation , Generation X , Generation Y , Cuspers
- Type: Thesis
- Identifier: uj:7186 , http://hdl.handle.net/10210/3807
- Description: M.Phil. , Although a great deal of research has been conducted on diversity management in South Africa, very little of this research has focused on age diversity within interactive information societies such as libraries in South Africa. This study will focus specifically on academic libraries. It is also clear that most of the research regarding age diversity within Academic Information Services (AIS) has focused on managing the difference in ages between library patrons and library staff members. Very little of the research is devoted to age diversity between co-workers, and even less research has been conducted regarding Cuspers as a generational cohort within the library environment. This study is aimed at investigating age diversity within AIS in South Africa in relation to its effect on work, work performance and co-worker relationships. It is also aimed at encouraging organisations, and specifically AIS, to take cognisance of the current age demographic of their libraries and to develop and implement not only succession planning policies, but also relevant recruitment and retention policies in order to avoid employee and leadership vacuums. The research findings of this study are relevant as they give organisations in general, and specifically AIS within higher education institutions (HEI), a point of reference to guide the formulation of recruitment and employment policies that would appeal to the values and preferences of younger generational cohorts currently under-represented in these organisations. In addition, this study is of value with regard to the formulation of succession policies focused on the planning and training of new middle and top management staff members in order to improve current succession policies and plans.
- Full Text:
- Authors: Van der Walt, Sophie
- Date: 2011-08-31T10:05:33Z
- Subjects: Diversity in the workplace , Career development , Academic librarians , Co-worker relationships , Baby Boom generation , Generation X , Generation Y , Cuspers
- Type: Thesis
- Identifier: uj:7186 , http://hdl.handle.net/10210/3807
- Description: M.Phil. , Although a great deal of research has been conducted on diversity management in South Africa, very little of this research has focused on age diversity within interactive information societies such as libraries in South Africa. This study will focus specifically on academic libraries. It is also clear that most of the research regarding age diversity within Academic Information Services (AIS) has focused on managing the difference in ages between library patrons and library staff members. Very little of the research is devoted to age diversity between co-workers, and even less research has been conducted regarding Cuspers as a generational cohort within the library environment. This study is aimed at investigating age diversity within AIS in South Africa in relation to its effect on work, work performance and co-worker relationships. It is also aimed at encouraging organisations, and specifically AIS, to take cognisance of the current age demographic of their libraries and to develop and implement not only succession planning policies, but also relevant recruitment and retention policies in order to avoid employee and leadership vacuums. The research findings of this study are relevant as they give organisations in general, and specifically AIS within higher education institutions (HEI), a point of reference to guide the formulation of recruitment and employment policies that would appeal to the values and preferences of younger generational cohorts currently under-represented in these organisations. In addition, this study is of value with regard to the formulation of succession policies focused on the planning and training of new middle and top management staff members in order to improve current succession policies and plans.
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Generation-Y knowledge workers’ experience of work demands
- Authors: Plint, Katherine
- Date: 2016
- Subjects: Knowledge workers , Generation Y , Quality of work life , Work - Psychological aspects
- Language: English
- Type: Masters (Thesis)
- Identifier: http://ujcontent.uj.ac.za8080/10210/373761 , http://hdl.handle.net/10210/214723 , uj:21317
- Description: Abstract: Work demands within the knowledge economy of the 21st century have changed as a result of numerous factors, including technology, globalisation and an information society. Coupled with the prominence of knowledge workers and generation-Y individuals, alterations in the characteristics of the workplace are evident. The implication for work demands on generation-Y knowledge workers is under researched, particularly with regard to their experiences on an individual, detailed and intricate level. An inductive, qualitative survey design was employed and semi-structured interviews were held with 10 participants to explore: How do generation-Y knowledge workers experience the demands of work? Thematic analysis was utilised within the data analysis process. A conceptual map was developed highlighting the subjectivity of experienced work demands and resulting implications for well-being. This was attributed to the mediatory construct psychological meaningfulness; where work was seen to fulfil a sense of meaning in the lives of generation-Y knowledge workers. Participants negotiated psychological meaningfulness, including purposeful contribution, personal values, growth and development, and personal excellence through the means of determining preferences. The extent to which alignment or dissonance was achieved led to positive or negative experiences of work demands respectively, and impacted well-being similarly. This demonstrated a personal or individualised rather than standardised perspective on the implications of work demands, as participants expressed varying and diverging experiences and effects on well-being. Three areas of strain on well-being were identified: Psychological, physical and psycho-social. It was concluded that generation-Y knowledge workers’ experience of work demands requires an interpretive and subjective understanding. However, the consuming nature of work as well as the extremity towards achieving psychological meaningfulness and the impact on the psycho-social well-being of the individual is questioned. , M.Com. (Industrial Psychology)
- Full Text:
- Authors: Plint, Katherine
- Date: 2016
- Subjects: Knowledge workers , Generation Y , Quality of work life , Work - Psychological aspects
- Language: English
- Type: Masters (Thesis)
- Identifier: http://ujcontent.uj.ac.za8080/10210/373761 , http://hdl.handle.net/10210/214723 , uj:21317
- Description: Abstract: Work demands within the knowledge economy of the 21st century have changed as a result of numerous factors, including technology, globalisation and an information society. Coupled with the prominence of knowledge workers and generation-Y individuals, alterations in the characteristics of the workplace are evident. The implication for work demands on generation-Y knowledge workers is under researched, particularly with regard to their experiences on an individual, detailed and intricate level. An inductive, qualitative survey design was employed and semi-structured interviews were held with 10 participants to explore: How do generation-Y knowledge workers experience the demands of work? Thematic analysis was utilised within the data analysis process. A conceptual map was developed highlighting the subjectivity of experienced work demands and resulting implications for well-being. This was attributed to the mediatory construct psychological meaningfulness; where work was seen to fulfil a sense of meaning in the lives of generation-Y knowledge workers. Participants negotiated psychological meaningfulness, including purposeful contribution, personal values, growth and development, and personal excellence through the means of determining preferences. The extent to which alignment or dissonance was achieved led to positive or negative experiences of work demands respectively, and impacted well-being similarly. This demonstrated a personal or individualised rather than standardised perspective on the implications of work demands, as participants expressed varying and diverging experiences and effects on well-being. Three areas of strain on well-being were identified: Psychological, physical and psycho-social. It was concluded that generation-Y knowledge workers’ experience of work demands requires an interpretive and subjective understanding. However, the consuming nature of work as well as the extremity towards achieving psychological meaningfulness and the impact on the psycho-social well-being of the individual is questioned. , M.Com. (Industrial Psychology)
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The attitudes of donors towards non-profit organisations (NPOs) in Gauteng, South Africa : a generational perspective
- Du Plessis, Laureane, Petzer, Daniël J.
- Authors: Du Plessis, Laureane , Petzer, Daniël J.
- Date: 2011-11
- Subjects: Attitudes towards NPOs , Attitudes towards supporting NPOs , Non-profit organisations (NPOs) , Baby boomers , Generation Y , Generation X
- Type: Article
- Identifier: uj:5770 , ISSN 1993-8233 , http://hdl.handle.net/10210/7777
- Description: Individual factors such as the demographic, socio-economic and psychographic characteristics of donors affect the levels of donations made to non-profit organisations (NPOs). As such, it is necessary for NPOs to have a better understanding of their donors’ psychographic characteristics and more specifically, their attitudes as this would enable NPOs to develop more effective marketing campaigns. The purpose of this paper is to investigate the attitudes of Baby Boomers, Generations X and Y towards NPOs and towards supporting NPOs in Gauteng, South Africa. Both exploratory and descriptive research designs were used in this study. Quota sampling was used to select respondents from the target population in the three generations under investigation. Overall, respondents have a positive attitude towards NPOs and supporting NPOs. At the end, however, no significant differences exist between the generations in terms of their attitudes towards NPOs and towards supporting NPOs; however, small positive correlations were evident for all three generations between their attitudes towards NPOs and towards supporting NPOs.
- Full Text:
- Authors: Du Plessis, Laureane , Petzer, Daniël J.
- Date: 2011-11
- Subjects: Attitudes towards NPOs , Attitudes towards supporting NPOs , Non-profit organisations (NPOs) , Baby boomers , Generation Y , Generation X
- Type: Article
- Identifier: uj:5770 , ISSN 1993-8233 , http://hdl.handle.net/10210/7777
- Description: Individual factors such as the demographic, socio-economic and psychographic characteristics of donors affect the levels of donations made to non-profit organisations (NPOs). As such, it is necessary for NPOs to have a better understanding of their donors’ psychographic characteristics and more specifically, their attitudes as this would enable NPOs to develop more effective marketing campaigns. The purpose of this paper is to investigate the attitudes of Baby Boomers, Generations X and Y towards NPOs and towards supporting NPOs in Gauteng, South Africa. Both exploratory and descriptive research designs were used in this study. Quota sampling was used to select respondents from the target population in the three generations under investigation. Overall, respondents have a positive attitude towards NPOs and supporting NPOs. At the end, however, no significant differences exist between the generations in terms of their attitudes towards NPOs and towards supporting NPOs; however, small positive correlations were evident for all three generations between their attitudes towards NPOs and towards supporting NPOs.
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Leadership challenges associated with the management of Generation Y employees : a proposed theoretical model
- Hewitt, L. M. M., Ukpere, Wilfred I.
- Authors: Hewitt, L. M. M. , Ukpere, Wilfred I.
- Date: 2012
- Subjects: Management , Leadership , Generation Y , Gen-Yers , Motivation , Entrepreneurial orientation
- Type: Article
- Identifier: uj:5861 , ISSN 1993-8233 , http://hdl.handle.net/10210/7958
- Description: This paper acknowledges that Generation Y (Gen-Yers), who have grown up in a world of convenience and easy access to information, are more complex to lead and to understand than generations before them. Gen-Yers have entered the labour market at a time when the current labour force is aging in the world and in South Africa. Gen-Yers are working with forty to sixty-year-olds and in some cases supervising employees old enough to be their parents. If unhappy with work circumstances Gen-Yers change careers fast, thus creating frustration for employers struggling to retain and recruit talented high-performers. According to the report for the Future of Small Business Management (2007) issued by the Institute for the Future (IFTF) based in California which has forecasted emerging trends affecting the global marketplace for 40 years, Gen-Yers, will emerge as the most entrepreneurial generation ever in the next decade. These highly independent individuals will rather be small business owners or freelancers and will choose not to work for large corporations. What are the leadership challenges facing South African companies when they engage with Gen-Yers? Firstly, this paper explores the concept Gen-Yers, as discussed in the theory. Secondly the paper further explores possible conflicting areas between current leadership practices and Gen-Yers. The paper concludes by supporting the value that Gen-Yers can bring to companies and suggests some practices that can be adopted by leadership to engage and motivate them and at the same time ensure that their companies stay ahead of competitors by keeping Gen-Yers motivated to stay in their employment. A theoretical model is suggested for testing Gen-Yers tenure of employment relationship.
- Full Text:
- Authors: Hewitt, L. M. M. , Ukpere, Wilfred I.
- Date: 2012
- Subjects: Management , Leadership , Generation Y , Gen-Yers , Motivation , Entrepreneurial orientation
- Type: Article
- Identifier: uj:5861 , ISSN 1993-8233 , http://hdl.handle.net/10210/7958
- Description: This paper acknowledges that Generation Y (Gen-Yers), who have grown up in a world of convenience and easy access to information, are more complex to lead and to understand than generations before them. Gen-Yers have entered the labour market at a time when the current labour force is aging in the world and in South Africa. Gen-Yers are working with forty to sixty-year-olds and in some cases supervising employees old enough to be their parents. If unhappy with work circumstances Gen-Yers change careers fast, thus creating frustration for employers struggling to retain and recruit talented high-performers. According to the report for the Future of Small Business Management (2007) issued by the Institute for the Future (IFTF) based in California which has forecasted emerging trends affecting the global marketplace for 40 years, Gen-Yers, will emerge as the most entrepreneurial generation ever in the next decade. These highly independent individuals will rather be small business owners or freelancers and will choose not to work for large corporations. What are the leadership challenges facing South African companies when they engage with Gen-Yers? Firstly, this paper explores the concept Gen-Yers, as discussed in the theory. Secondly the paper further explores possible conflicting areas between current leadership practices and Gen-Yers. The paper concludes by supporting the value that Gen-Yers can bring to companies and suggests some practices that can be adopted by leadership to engage and motivate them and at the same time ensure that their companies stay ahead of competitors by keeping Gen-Yers motivated to stay in their employment. A theoretical model is suggested for testing Gen-Yers tenure of employment relationship.
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Factors influencing generation Y’s adoption of social media word-of-mouth communication
- Authors: Shamhuyenhanzva, Roy Malon
- Date: 2014
- Subjects: Generation Y , Social media , Internet marketing , Word-of-mouth advertising , Communication in marketing
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/71852 , uj:18203
- Description: Abstract: The rapid proliferation and adoption of social media have transformed the media and communications landscape; upending the way consumers search for product/service information, how they learn and engage with brands. Moreover, social media provides consumers with a platform where they can form communities around their favourite brands and interests, having abilities to critic and evaluate products and services collectively. Consequently, consumers are no longer passive receivers of marketing information; they no longer rely only on marketer-generated information, but rather leverage more on user-generated reviews and consumption-related experiences abundantly available on social media. This had led to consumers becoming more informed and empowered, resulting in a shift in marketing control from marketers to consumers. Marketers, in an attempt to circumvent consumer scepticism and defence mechanisms, have established online presences, with some marketers disguising their marketing efforts by adopting marketing strategies such as seeding viral campaigns and stealth marketing. Discerning credible and authentic reviews and recommendations from manipulated social media-driven word-of-mouth (WOM) is now therefore a challenge to consumers. This study seeks to advance understanding into the evaluation criteria used by Generation Y in determining authenticity of information, by investigating the influence of different factors namely: source credibility, social-tie strength, homophily, authority and interestingness in their credibility judgements of social media-driven WOM. With limited research studies having been conducted in South Africa on social media, and with the primary focus of these studies being in the areas regarding its impact on consumer decision-making processes and marketing communications, this study seeks to advance understanding on credibility judgments of social media WOM. Moreover, no formal study could be found that has focused exclusively on Generation Y and the fast-food industry in the country. A quantitative research approach was adopted, with the research design being descriptive. Data was collected through a survey study, using a structured questionnaire. Stratified sampling was applied in drawing the sample units, with the two major cities of Gauteng namely, Pretoria and Johannesburg each constituting a stratum. Furthermore, the fast food outlets were also stratified according to the different types of fast-food they represent, with random proportional samples drawn from each respective fast-food brand in each city. Data was analysed through performing ANOVAs, significance testing, factor analysis, correlation testing and regression analysis with the help from the Statistical Consultation Service of the University of Johannesburg... , M.Com. (Marketing Management)
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- Authors: Shamhuyenhanzva, Roy Malon
- Date: 2014
- Subjects: Generation Y , Social media , Internet marketing , Word-of-mouth advertising , Communication in marketing
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/71852 , uj:18203
- Description: Abstract: The rapid proliferation and adoption of social media have transformed the media and communications landscape; upending the way consumers search for product/service information, how they learn and engage with brands. Moreover, social media provides consumers with a platform where they can form communities around their favourite brands and interests, having abilities to critic and evaluate products and services collectively. Consequently, consumers are no longer passive receivers of marketing information; they no longer rely only on marketer-generated information, but rather leverage more on user-generated reviews and consumption-related experiences abundantly available on social media. This had led to consumers becoming more informed and empowered, resulting in a shift in marketing control from marketers to consumers. Marketers, in an attempt to circumvent consumer scepticism and defence mechanisms, have established online presences, with some marketers disguising their marketing efforts by adopting marketing strategies such as seeding viral campaigns and stealth marketing. Discerning credible and authentic reviews and recommendations from manipulated social media-driven word-of-mouth (WOM) is now therefore a challenge to consumers. This study seeks to advance understanding into the evaluation criteria used by Generation Y in determining authenticity of information, by investigating the influence of different factors namely: source credibility, social-tie strength, homophily, authority and interestingness in their credibility judgements of social media-driven WOM. With limited research studies having been conducted in South Africa on social media, and with the primary focus of these studies being in the areas regarding its impact on consumer decision-making processes and marketing communications, this study seeks to advance understanding on credibility judgments of social media WOM. Moreover, no formal study could be found that has focused exclusively on Generation Y and the fast-food industry in the country. A quantitative research approach was adopted, with the research design being descriptive. Data was collected through a survey study, using a structured questionnaire. Stratified sampling was applied in drawing the sample units, with the two major cities of Gauteng namely, Pretoria and Johannesburg each constituting a stratum. Furthermore, the fast food outlets were also stratified according to the different types of fast-food they represent, with random proportional samples drawn from each respective fast-food brand in each city. Data was analysed through performing ANOVAs, significance testing, factor analysis, correlation testing and regression analysis with the help from the Statistical Consultation Service of the University of Johannesburg... , M.Com. (Marketing Management)
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Early-career expectations and retention factors of generation Y engineers
- Authors: Vieira, Julie-Ann
- Date: 2012-06-05
- Subjects: Engineers , Engineering graduates , Career expectations , Job satisfaction , Generation Y , Employee retention
- Type: Mini-Dissertation
- Identifier: uj:2454 , http://hdl.handle.net/10210/4911
- Description: M.A. , Orientation: Skills shortages, particularly in the engineering field, have resulted in organisations searching for effective retention programs. With the widespread change in the composition of workforces, some researchers have suggested that programs be specifically designed to address the career expectations of different generational groups as this may enhance retention. Research purpose: Although much research on generational cohort theory exists, much of it is contained in popular media as opposed to academic literature. Further, there is a lack of academic research linking work expectations to specific retention factors for different generational cohorts of workers, particularly Generation Y. This research aimed to establish what the career expectations and retention factors of Generation Y engineers in the organisational entry and early phases of their careers are. Motivation for the study: In South Africa, engineering is the profession that experiences the most difficulties in filling vacancies; a situation which emphasises the need to retain our engineers. In order to retain these engineers effectively, it has been suggested that tailor-made retention programs be implemented for different generations. Some researchers have however expressed that employees that are currently entering the workplace have distinctly different characteristics to earlier generations. The primary motivation for the research study was to establish the career expectations and retention factors of engineering graduates within the research setting. As a secondary motivation, the research aimed to establish what differences exist between Generation Y and earlier generations, if any. Research design: An exploratory study from an interpretive perspective was designed whereby the responses from 22 participants, obtained during one-onone in-depth interviews, were thematically analysed to derive an understanding of the value that participants placed on career expectations prior to entering the world of work and the retention factors subsequent to entering the world of work. A focus group with three participants, who were part of the initial interviewing v process, was then facilitated to explore the first order themes uncovered in the initial interviews. Main findings: Results show that, engineers, believed to part of Generation Y, value gaining engineering experience, ideally practical experience on actual engineering sites; learning, mentorship, involvement in engineering design, training and development, work-life balance, and the ability to manage their own career development. Although there were some similarities between career expectations and retention factors of engineering graduates in the organisation entry and early phase of their careers with reported characteristics of Generation Y, the research findings are not overwhelming to safely conclude that generational differences impact the turnover and retention of engineers. Practical/Managerial implications: Participants expressed the critical importance of a structured graduate development program that allowed for growth and development particularly through mentorship and the gaining of engineering experience. A program that is aligned to an overall graduate policy which depicts clear lines of management responsibility and levels of engagement for its operation in order to satisfy and meet graduates’ career expectations could enhance retention. Further, a program whereby graduates are afforded the opportunity to gain work experience on projects on site could also enhance retention significantly. Induction and on-boarding programs that specifically facilitate an understanding of the business as well as specific engineering practices could also enhance retention. Ensuring that engineering graduates are allocated work with elements of engineering design was deemed to be a critical factor for the retention of engineering graduates. Contribution and value add: Engineering consulting organisations who wish to retain their engineering graduates for longer periods of time may find this research of particular interest as it highlights what engineering graduates in the organisational entry and early career phase of their careers generally expect from the world of work prior to entering the workforce as well as subsequent retention factors after joining the world of work. These findings could be of interest to South African engineering consulting organisations, given the current scarcity of technical human resources, as vi it may provide insight, and in so doing, assist them in planning programs to address the problem of retaining engineers in our country.
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- Authors: Vieira, Julie-Ann
- Date: 2012-06-05
- Subjects: Engineers , Engineering graduates , Career expectations , Job satisfaction , Generation Y , Employee retention
- Type: Mini-Dissertation
- Identifier: uj:2454 , http://hdl.handle.net/10210/4911
- Description: M.A. , Orientation: Skills shortages, particularly in the engineering field, have resulted in organisations searching for effective retention programs. With the widespread change in the composition of workforces, some researchers have suggested that programs be specifically designed to address the career expectations of different generational groups as this may enhance retention. Research purpose: Although much research on generational cohort theory exists, much of it is contained in popular media as opposed to academic literature. Further, there is a lack of academic research linking work expectations to specific retention factors for different generational cohorts of workers, particularly Generation Y. This research aimed to establish what the career expectations and retention factors of Generation Y engineers in the organisational entry and early phases of their careers are. Motivation for the study: In South Africa, engineering is the profession that experiences the most difficulties in filling vacancies; a situation which emphasises the need to retain our engineers. In order to retain these engineers effectively, it has been suggested that tailor-made retention programs be implemented for different generations. Some researchers have however expressed that employees that are currently entering the workplace have distinctly different characteristics to earlier generations. The primary motivation for the research study was to establish the career expectations and retention factors of engineering graduates within the research setting. As a secondary motivation, the research aimed to establish what differences exist between Generation Y and earlier generations, if any. Research design: An exploratory study from an interpretive perspective was designed whereby the responses from 22 participants, obtained during one-onone in-depth interviews, were thematically analysed to derive an understanding of the value that participants placed on career expectations prior to entering the world of work and the retention factors subsequent to entering the world of work. A focus group with three participants, who were part of the initial interviewing v process, was then facilitated to explore the first order themes uncovered in the initial interviews. Main findings: Results show that, engineers, believed to part of Generation Y, value gaining engineering experience, ideally practical experience on actual engineering sites; learning, mentorship, involvement in engineering design, training and development, work-life balance, and the ability to manage their own career development. Although there were some similarities between career expectations and retention factors of engineering graduates in the organisation entry and early phase of their careers with reported characteristics of Generation Y, the research findings are not overwhelming to safely conclude that generational differences impact the turnover and retention of engineers. Practical/Managerial implications: Participants expressed the critical importance of a structured graduate development program that allowed for growth and development particularly through mentorship and the gaining of engineering experience. A program that is aligned to an overall graduate policy which depicts clear lines of management responsibility and levels of engagement for its operation in order to satisfy and meet graduates’ career expectations could enhance retention. Further, a program whereby graduates are afforded the opportunity to gain work experience on projects on site could also enhance retention significantly. Induction and on-boarding programs that specifically facilitate an understanding of the business as well as specific engineering practices could also enhance retention. Ensuring that engineering graduates are allocated work with elements of engineering design was deemed to be a critical factor for the retention of engineering graduates. Contribution and value add: Engineering consulting organisations who wish to retain their engineering graduates for longer periods of time may find this research of particular interest as it highlights what engineering graduates in the organisational entry and early career phase of their careers generally expect from the world of work prior to entering the workforce as well as subsequent retention factors after joining the world of work. These findings could be of interest to South African engineering consulting organisations, given the current scarcity of technical human resources, as vi it may provide insight, and in so doing, assist them in planning programs to address the problem of retaining engineers in our country.
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The perceived service quality, satisfaction and behavioural intent towards cellphone network service providers : a generational perspective
- Petzer, D. J., De Meyer, C. F.
- Authors: Petzer, D. J. , De Meyer, C. F.
- Date: 2011-09
- Subjects: Generation X , Generation Y , Service quality , Service satisfaction , Cellphone network service providers , Baby boomers
- Type: Article
- Identifier: uj:5781 , ISSN 1993-8233 , http://hdl.handle.net/10210/7788
- Description: The importance of providing customers with quality services in order to satisfy them and encourage future purchases is well documented in literature. Yet, the cellphone network provider industry of South Africa seems to be riddled with service quality problems. This study aims to determine different generations’ perceived service quality of services and satisfaction levels with services provided by cellphone network service providers, as well as their behavioural intentions towards these providers. The study furthermore examines the correlations between these three constructs and uncovers significant differences between different generations. Data was collected from 2339 respondents by means of a self-administered questionnaire. Young Generation Y consumers perceive the service quality levels and service satisfaction levels of these providers as significantly lower than other generations. This is also true for their behavioural intent. Significant correlations also exist between the generations’ perceived level of service quality they experience, their perceived level of satisfaction with, and their behavioural intent towards providers. This implies that providers should strongly focus their efforts on satisfying the needs, and improving the service satisfaction of young Generation Y consumers in order to retain them in the future. Providers should also vary marketing strategies based upon the differences uncovered between the generations.
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- Authors: Petzer, D. J. , De Meyer, C. F.
- Date: 2011-09
- Subjects: Generation X , Generation Y , Service quality , Service satisfaction , Cellphone network service providers , Baby boomers
- Type: Article
- Identifier: uj:5781 , ISSN 1993-8233 , http://hdl.handle.net/10210/7788
- Description: The importance of providing customers with quality services in order to satisfy them and encourage future purchases is well documented in literature. Yet, the cellphone network provider industry of South Africa seems to be riddled with service quality problems. This study aims to determine different generations’ perceived service quality of services and satisfaction levels with services provided by cellphone network service providers, as well as their behavioural intentions towards these providers. The study furthermore examines the correlations between these three constructs and uncovers significant differences between different generations. Data was collected from 2339 respondents by means of a self-administered questionnaire. Young Generation Y consumers perceive the service quality levels and service satisfaction levels of these providers as significantly lower than other generations. This is also true for their behavioural intent. Significant correlations also exist between the generations’ perceived level of service quality they experience, their perceived level of satisfaction with, and their behavioural intent towards providers. This implies that providers should strongly focus their efforts on satisfying the needs, and improving the service satisfaction of young Generation Y consumers in order to retain them in the future. Providers should also vary marketing strategies based upon the differences uncovered between the generations.
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Exploring the influence of vlogging communities on brand loyalty for colour cosmetic products
- Authors: Pillay, Semona
- Date: 2017
- Subjects: Brand loyalty , Business - Blogs , Cosmetics - Marketing , Marketing - Management , Generation Y
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/262425 , uj:27701
- Description: M.Com. (Marketing Management) , Abstract: The advent of the Internet and Web 2.0 has given rise to numerous digital technologies on the Internet, including vlogs. Vlogs are becoming popular sources of information when searching for beauty products such as colour cosmetic products, especially among Generation Y women. Through vlogs, Generation Y women are able to watch the colour cosmetic products being used. This can enhance their interest in purchasing and using these products. What is more, Generation Y women might rely on the opinions of those who add their comments to beauty vlogs and form vlogging communities. This study was aimed at empirically investigating the influence of vlogging communities on brand loyalty for colour cosmetic products among Generation Y women. ‘Vlogging communities’ is a relatively new phenomenon, and not many studies have been conducted on the influence of such platforms on consumer behaviour. The study followed a qualitative research approach using in-depth interviews. A total of 12 Generation Y women in and around Johannesburg, South Africa were interviewed during the study. These participants were selected based on whether they met the two screening criteria; whether they had an interest in colour cosmetic products, and whether they had read or actively engaged with a vlogging community. Thematic analysis was used to analyse the data. NVivo version 11, a qualitative data analysis software package, was used to assist with the data analysis. NVivo version 11 was mainly used to classify and organise the data, and thematic analysis was used to identify themes. Three main themes were explored in trying to understand the influence of vlogging communities on brand loyalty. These were information credibility, brand image, and group identification. Brand image and group identification were both found to have an influence on brand loyalty. Of those two factors, brand image was found to have more influence on brand loyalty than group identification. Information credibility was found to enhance the believability of the information conveyed on vlogging communities, and also to have an influence on group identification. For brand image, it was discovered that women...
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- Authors: Pillay, Semona
- Date: 2017
- Subjects: Brand loyalty , Business - Blogs , Cosmetics - Marketing , Marketing - Management , Generation Y
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/262425 , uj:27701
- Description: M.Com. (Marketing Management) , Abstract: The advent of the Internet and Web 2.0 has given rise to numerous digital technologies on the Internet, including vlogs. Vlogs are becoming popular sources of information when searching for beauty products such as colour cosmetic products, especially among Generation Y women. Through vlogs, Generation Y women are able to watch the colour cosmetic products being used. This can enhance their interest in purchasing and using these products. What is more, Generation Y women might rely on the opinions of those who add their comments to beauty vlogs and form vlogging communities. This study was aimed at empirically investigating the influence of vlogging communities on brand loyalty for colour cosmetic products among Generation Y women. ‘Vlogging communities’ is a relatively new phenomenon, and not many studies have been conducted on the influence of such platforms on consumer behaviour. The study followed a qualitative research approach using in-depth interviews. A total of 12 Generation Y women in and around Johannesburg, South Africa were interviewed during the study. These participants were selected based on whether they met the two screening criteria; whether they had an interest in colour cosmetic products, and whether they had read or actively engaged with a vlogging community. Thematic analysis was used to analyse the data. NVivo version 11, a qualitative data analysis software package, was used to assist with the data analysis. NVivo version 11 was mainly used to classify and organise the data, and thematic analysis was used to identify themes. Three main themes were explored in trying to understand the influence of vlogging communities on brand loyalty. These were information credibility, brand image, and group identification. Brand image and group identification were both found to have an influence on brand loyalty. Of those two factors, brand image was found to have more influence on brand loyalty than group identification. Information credibility was found to enhance the believability of the information conveyed on vlogging communities, and also to have an influence on group identification. For brand image, it was discovered that women...
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Aesthetics, ontology, and objective wine knowledge : An exploration of unique luxury wine Generation Y market segments in an emerging economy
- Stiehler-Mulder, Beate, Struweg, Ilse
- Authors: Stiehler-Mulder, Beate , Struweg, Ilse
- Date: 2018
- Subjects: Generation Y , Luxury wine segments , Objective knowledge
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/288830 , uj:31322 , Citation: Stiehler-Mulder, B. & Struweg, I. 2018. Aesthetics, ontology, and objective wine knowledge : An exploration of unique luxury wine Generation Y market segments in an emerging economy.
- Description: Abstract: Generation Y has been described as an important emerging market for the luxury wine industry in South Africa. However, research on this specific generation’s behaviour in relation to luxury wines is limited. A review of the literature further suggests the need to revisit segmentation strategies and the identification of new consumer markets in the wine industry. The purpose of this paper, therefore, is to develop unique luxury wine consumer market segments among Generation Y consumers in South Africa. Using a quantitative approach, responses from 232 Generation Y consumers were collected and analysed using cluster analysis. Four unique luxury wine consumer segments were developed, based specifically on the respondents’ aesthetic and ontological orientation towards luxury wines, as well as their level of objective wine knowledge, allowing for the development of segments using a distinct approach. The findings extend the work of Berthon, Pitt, Parent and Berthon (2009) in their typology of luxury consumers, and contribute to the body of knowledge about Generation Y’s objective wine knowledge levels (the knowledge they truly possess). The findings also provide marketing managers with unique segments of Generation Y luxury wine consumers in South Africa, and are accompanied by different proposed positioning strategies to market luxury wines to each of the segments.
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- Authors: Stiehler-Mulder, Beate , Struweg, Ilse
- Date: 2018
- Subjects: Generation Y , Luxury wine segments , Objective knowledge
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/288830 , uj:31322 , Citation: Stiehler-Mulder, B. & Struweg, I. 2018. Aesthetics, ontology, and objective wine knowledge : An exploration of unique luxury wine Generation Y market segments in an emerging economy.
- Description: Abstract: Generation Y has been described as an important emerging market for the luxury wine industry in South Africa. However, research on this specific generation’s behaviour in relation to luxury wines is limited. A review of the literature further suggests the need to revisit segmentation strategies and the identification of new consumer markets in the wine industry. The purpose of this paper, therefore, is to develop unique luxury wine consumer market segments among Generation Y consumers in South Africa. Using a quantitative approach, responses from 232 Generation Y consumers were collected and analysed using cluster analysis. Four unique luxury wine consumer segments were developed, based specifically on the respondents’ aesthetic and ontological orientation towards luxury wines, as well as their level of objective wine knowledge, allowing for the development of segments using a distinct approach. The findings extend the work of Berthon, Pitt, Parent and Berthon (2009) in their typology of luxury consumers, and contribute to the body of knowledge about Generation Y’s objective wine knowledge levels (the knowledge they truly possess). The findings also provide marketing managers with unique segments of Generation Y luxury wine consumers in South Africa, and are accompanied by different proposed positioning strategies to market luxury wines to each of the segments.
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Generation Y’s perceived preference for green hotels
- Urwin, Roland S., Sao Joao, Erica A.
- Authors: Urwin, Roland S. , Sao Joao, Erica A.
- Date: 2020
- Subjects: Environmentally friendly , Generation Y , Green hotel
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/416300 , uj:35209 , Citation: Urwin, R.S., Sao Joao, E.A. Generation Y’s perceived preference for green hotels.
- Description: Abstract: , The global business environment and hospitality industry have followed the trend of showing a significant increase in environmentally friendly (EF) practices and facilities. Generation Y consumers are a socially conscious generation), who are known to think of the negative impact on the environment. Internationally, consumers have become more aware and action-orientated of the greening trend, as there is an increased market demand towards environmentally friendly business approaches. The objective of the study was to identify the perceived impact of environmentally friendly facilities and practices that Generation Y consumers have towards the greening trend within the hospitality industry. The research followed a quantitative survey research design, with a non-probability convenience sample of 100 personally administrated questionnaires that were completed, collected and analysed. The results indicated that Generation Y consumers have shown a shift towards requesting greening within hotels but not to the extent of international consumers. The findings agreed with international research in terms of respondents having a positive environmental awareness, showing that 83% were willing to stay in a green hotel. Respondents generally agreed to environmentally friendly facilities and practices within hotels. Generation Y consumers in South Africa have moved consciously towards demanding greening within the hospitality industry, which will have a positive impact on the hotel market. This trend is expected to grow to match international positive perceptions of greening within the hospitality industry. An increased effort by hotels to promote greening would increase awareness and improve the competitive advantage of these.
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- Authors: Urwin, Roland S. , Sao Joao, Erica A.
- Date: 2020
- Subjects: Environmentally friendly , Generation Y , Green hotel
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/416300 , uj:35209 , Citation: Urwin, R.S., Sao Joao, E.A. Generation Y’s perceived preference for green hotels.
- Description: Abstract: , The global business environment and hospitality industry have followed the trend of showing a significant increase in environmentally friendly (EF) practices and facilities. Generation Y consumers are a socially conscious generation), who are known to think of the negative impact on the environment. Internationally, consumers have become more aware and action-orientated of the greening trend, as there is an increased market demand towards environmentally friendly business approaches. The objective of the study was to identify the perceived impact of environmentally friendly facilities and practices that Generation Y consumers have towards the greening trend within the hospitality industry. The research followed a quantitative survey research design, with a non-probability convenience sample of 100 personally administrated questionnaires that were completed, collected and analysed. The results indicated that Generation Y consumers have shown a shift towards requesting greening within hotels but not to the extent of international consumers. The findings agreed with international research in terms of respondents having a positive environmental awareness, showing that 83% were willing to stay in a green hotel. Respondents generally agreed to environmentally friendly facilities and practices within hotels. Generation Y consumers in South Africa have moved consciously towards demanding greening within the hospitality industry, which will have a positive impact on the hotel market. This trend is expected to grow to match international positive perceptions of greening within the hospitality industry. An increased effort by hotels to promote greening would increase awareness and improve the competitive advantage of these.
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Factors influencing the relationship trust of Black Generation Y banking customers
- Authors: Matlala, Kabelo Taole
- Date: 2019
- Subjects: Banks and banking - Public relations - South Africa , Banks and banking - Customer services - South Africa , Bank marketing - South Africa , Bank employees - Attitudes , Generation Y
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/414765 , uj:34994
- Description: Abstract: Relationship Marketing is an important strategic tool for businesses who seek to establish long-term relationships with new customers and develop more mutually beneficial relationships with existing customers. Through strategically driven Relationship Marketing initiatives, businesses are able to show up for their customers at the right time, with the accurate messaging and through the relevant medium. Relationship Marketing is a critical tool, which through the use of customer data enables businesses to have a holistic view of their customers, and as such places them in a good position to service all customers. The South African retail banking sector is highly competitive and the increased number of new entrants in the market has led to most of the incumbents striving to adopt a customer-centric approach to acquiring and retaining customers. In order to achieve this, South African banks should develop a deep understanding of what influences their profitable customer segments to switch and remain with one bank over another. The growth of the Black Generation Y customer segment presents a unique opportunity for South African retail banks. The Black Generation Y customer segment is a generational cohort born in post-Apartheid South Africa, and is probably the first generation in their families to graduate and participate in the formal economy. Their context is polar opposites to those of their parents. Black Generation Y banking customers in South Africa are an important current and upcoming market for the banking sector, and this research study is therefore focused on this specific market segment. The main objective of this research is to determine the influence of the relationship marketing factors - communication, shared values, reputation, satisfaction and customisation on customer trust amongst Black Generation Y banking customers. In addition, the study also determines which one of these factors has the strongest relationship with trust. Although there have been other research studies done on communication, shared values, reputation, satisfaction and customisation and their influence on trust in varied industries and for different customer segments (Ebersohn & Theron, 2014), no research appears to have been conducted on exploring the influence of these factors on Black Generation Y banking customers in South Africa. Trust has been identified as a significant component of successful customer... , M.Com.
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- Authors: Matlala, Kabelo Taole
- Date: 2019
- Subjects: Banks and banking - Public relations - South Africa , Banks and banking - Customer services - South Africa , Bank marketing - South Africa , Bank employees - Attitudes , Generation Y
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/414765 , uj:34994
- Description: Abstract: Relationship Marketing is an important strategic tool for businesses who seek to establish long-term relationships with new customers and develop more mutually beneficial relationships with existing customers. Through strategically driven Relationship Marketing initiatives, businesses are able to show up for their customers at the right time, with the accurate messaging and through the relevant medium. Relationship Marketing is a critical tool, which through the use of customer data enables businesses to have a holistic view of their customers, and as such places them in a good position to service all customers. The South African retail banking sector is highly competitive and the increased number of new entrants in the market has led to most of the incumbents striving to adopt a customer-centric approach to acquiring and retaining customers. In order to achieve this, South African banks should develop a deep understanding of what influences their profitable customer segments to switch and remain with one bank over another. The growth of the Black Generation Y customer segment presents a unique opportunity for South African retail banks. The Black Generation Y customer segment is a generational cohort born in post-Apartheid South Africa, and is probably the first generation in their families to graduate and participate in the formal economy. Their context is polar opposites to those of their parents. Black Generation Y banking customers in South Africa are an important current and upcoming market for the banking sector, and this research study is therefore focused on this specific market segment. The main objective of this research is to determine the influence of the relationship marketing factors - communication, shared values, reputation, satisfaction and customisation on customer trust amongst Black Generation Y banking customers. In addition, the study also determines which one of these factors has the strongest relationship with trust. Although there have been other research studies done on communication, shared values, reputation, satisfaction and customisation and their influence on trust in varied industries and for different customer segments (Ebersohn & Theron, 2014), no research appears to have been conducted on exploring the influence of these factors on Black Generation Y banking customers in South Africa. Trust has been identified as a significant component of successful customer... , M.Com.
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