The influence of restaurant service experience on customer emotions and behaviour intentions
- Authors: Tlakula, Ntimela Xitsuke
- Date: 2016
- Subjects: Marketing - Management , Restaurants - Customer services , Consumer satisfaction , Consumers - Attitudes , Consumer behavior , Restaurants - Public relations
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/225944 , uj:22832
- Description: M.Com. (Marketing Management) , Abstract: The restaurant sector caters for different market segments including tourism, leisure and business. There is intense competition among businesses in this sector. The ability of any business to succeed in this industry largely depends on its ability to successfully appeal to customers. A quality restaurant service is widely cited as the most important determinant of customer satisfaction in the restaurant industry. In addition to service quality, restaurant customers also want a dining experience that is emotionally engaging. Thus customer emotions play a key role in understanding service experience and customer satisfaction. In spite of this, there is a dearth of research in this area. Therefore, this study investigates the influence of restaurant service experience on customer emotion and behavioural intention to use restaurants among selected business customers in Johannesburg, South Africa. The study is quantitative and descriptive in nature. The data collection process was carried-out through self-administered survey questionnaires from 163 business executives who go to upmarket restaurants for business meetings in urban areas of Johannesburg. The data was analysed using the Statistical Package for Social Sciences (SPSS). Descriptive statistics were used to analyse the characteristics of the respondents and the constructs deployed within the study. Furthermore, the data was analysed with simple regression analysis in order to determine the relationship between the constructs - service atmosphere, food quality, human service quality, and price fairness – and customer emotion; as well as the relationship between customer satisfaction and behavioural intention. The findings reveal that all the constructs of service experience, that is, service atmosphere, human service quality, customer-to-customer interaction, food quality and price fairness are significant determinants of customer emotion. Customers‟ emotions also emerged as a significant determinant of satisfaction. Finally, the results reveal customer satisfaction as a significant determinant of their behavioural intentions...
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- Authors: Tlakula, Ntimela Xitsuke
- Date: 2016
- Subjects: Marketing - Management , Restaurants - Customer services , Consumer satisfaction , Consumers - Attitudes , Consumer behavior , Restaurants - Public relations
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/225944 , uj:22832
- Description: M.Com. (Marketing Management) , Abstract: The restaurant sector caters for different market segments including tourism, leisure and business. There is intense competition among businesses in this sector. The ability of any business to succeed in this industry largely depends on its ability to successfully appeal to customers. A quality restaurant service is widely cited as the most important determinant of customer satisfaction in the restaurant industry. In addition to service quality, restaurant customers also want a dining experience that is emotionally engaging. Thus customer emotions play a key role in understanding service experience and customer satisfaction. In spite of this, there is a dearth of research in this area. Therefore, this study investigates the influence of restaurant service experience on customer emotion and behavioural intention to use restaurants among selected business customers in Johannesburg, South Africa. The study is quantitative and descriptive in nature. The data collection process was carried-out through self-administered survey questionnaires from 163 business executives who go to upmarket restaurants for business meetings in urban areas of Johannesburg. The data was analysed using the Statistical Package for Social Sciences (SPSS). Descriptive statistics were used to analyse the characteristics of the respondents and the constructs deployed within the study. Furthermore, the data was analysed with simple regression analysis in order to determine the relationship between the constructs - service atmosphere, food quality, human service quality, and price fairness – and customer emotion; as well as the relationship between customer satisfaction and behavioural intention. The findings reveal that all the constructs of service experience, that is, service atmosphere, human service quality, customer-to-customer interaction, food quality and price fairness are significant determinants of customer emotion. Customers‟ emotions also emerged as a significant determinant of satisfaction. Finally, the results reveal customer satisfaction as a significant determinant of their behavioural intentions...
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Relationship marketing and internal marketing : a theoretical perspective
- Authors: De Jong, Theunis
- Date: 2014-02-05
- Subjects: Marketing - Planning , Marketing - Management , Marketing - South Africa , Internal marketing
- Type: Thesis
- Identifier: uj:3648 , http://hdl.handle.net/10210/9032
- Description: M.Comm. (Business Management) , Marketing as field of study has developed as a vibrant and evolutionary management function over a number of decades. In the 1950's the primary focus was on consumer goods. In the ensuing three decades industrial marketing, societal orientation and the marketing of services respectively, came to the fore. It is anticipated that relationship marketing will increasingly capture the attention of marketers in the 1990's. Relationship marketing addresses internal markets in the organisation, such as the personnel and jobs, suppliers, influencer markets, referral markets and customer markets. The focus in relationship marketing shifts from transaction marketing, as practised in the past, to long term relationships developing between the markets mentioned above (Christopher, 1991:9).The student holds the opinion that both relationship marketing and internal marketing have immense application potential in business on corporate and small business level. These concepts however, are still in the infancy stage with a low level of awareness amongst businessmen and entrepreneurs alike.
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- Authors: De Jong, Theunis
- Date: 2014-02-05
- Subjects: Marketing - Planning , Marketing - Management , Marketing - South Africa , Internal marketing
- Type: Thesis
- Identifier: uj:3648 , http://hdl.handle.net/10210/9032
- Description: M.Comm. (Business Management) , Marketing as field of study has developed as a vibrant and evolutionary management function over a number of decades. In the 1950's the primary focus was on consumer goods. In the ensuing three decades industrial marketing, societal orientation and the marketing of services respectively, came to the fore. It is anticipated that relationship marketing will increasingly capture the attention of marketers in the 1990's. Relationship marketing addresses internal markets in the organisation, such as the personnel and jobs, suppliers, influencer markets, referral markets and customer markets. The focus in relationship marketing shifts from transaction marketing, as practised in the past, to long term relationships developing between the markets mentioned above (Christopher, 1991:9).The student holds the opinion that both relationship marketing and internal marketing have immense application potential in business on corporate and small business level. These concepts however, are still in the infancy stage with a low level of awareness amongst businessmen and entrepreneurs alike.
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The influence of online brand communities on consumers’ choice of banking services
- Authors: Chabata, Tatenda Tawandaa
- Date: 2016
- Subjects: Marketing - Management , Internet banking , Brand name products , Banks and banking - Customer services , Consumers' preferences , Bank customers - Attitudes
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/226989 , uj:22962
- Description: M.Com. (Marketing Management) , Abstract: The use of online brand communities to enhance customer-to-customer as well as customer-to-business interaction is a recent phenomenon. As such, not much is known about the influence of online brand communities on consumer’s decision making process. This dissertation reports on the findings of a study aimed at understanding the customer-to-customer online brand community related factors that influence consumers’ choice of banking services. The study was conducted in Gauteng, South Africa. A conceptual model guided by the Information Adoption Model (IAM) was developed and used to test the proposed relationships. Variables in the proposed model included perceived human interactivity, perceived argument quality, perceived source credibility, perceived information usefulness, attitude towards the brand community and behavioural intentions. The study was descriptive in nature and made use of the quantitative research method. A structured self-administered questionnaire was used to collect data. Construct items were measured using a 7-point Likert scale. Customers of two banks namely Amalgamated Banks of South Africa (ABSA) and Standard Bank who have made use of the community sites were targeted for data collection, as these banks have active online brand community sites. The quota sampling method was used to select respondents. By the end of the data collection period a total of 200 usable responses were obtained. Of these 100 responses were from male customers and 100 responses were from female customers. The Statistical Package for Social Science (SPSS) version 22 was used to analyse the data with the assistance of the University of Johannesburg Statistical Consulting Services (STATKON). Descriptive statistics, factor analysis (exploratory), regression analysis and independent sample t-testing were the statistical techniques used to analyse the data. Findings of this study show that customer attitudes towards their banks’ online community sites significantly influence their intention to use information on the site to make choices related to bank services. The findings further reveal that customer-to-customer online related factors of perceived source credibility and perceived human interactivity have a positive influence on perceived information usefulness as well as...
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- Authors: Chabata, Tatenda Tawandaa
- Date: 2016
- Subjects: Marketing - Management , Internet banking , Brand name products , Banks and banking - Customer services , Consumers' preferences , Bank customers - Attitudes
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/226989 , uj:22962
- Description: M.Com. (Marketing Management) , Abstract: The use of online brand communities to enhance customer-to-customer as well as customer-to-business interaction is a recent phenomenon. As such, not much is known about the influence of online brand communities on consumer’s decision making process. This dissertation reports on the findings of a study aimed at understanding the customer-to-customer online brand community related factors that influence consumers’ choice of banking services. The study was conducted in Gauteng, South Africa. A conceptual model guided by the Information Adoption Model (IAM) was developed and used to test the proposed relationships. Variables in the proposed model included perceived human interactivity, perceived argument quality, perceived source credibility, perceived information usefulness, attitude towards the brand community and behavioural intentions. The study was descriptive in nature and made use of the quantitative research method. A structured self-administered questionnaire was used to collect data. Construct items were measured using a 7-point Likert scale. Customers of two banks namely Amalgamated Banks of South Africa (ABSA) and Standard Bank who have made use of the community sites were targeted for data collection, as these banks have active online brand community sites. The quota sampling method was used to select respondents. By the end of the data collection period a total of 200 usable responses were obtained. Of these 100 responses were from male customers and 100 responses were from female customers. The Statistical Package for Social Science (SPSS) version 22 was used to analyse the data with the assistance of the University of Johannesburg Statistical Consulting Services (STATKON). Descriptive statistics, factor analysis (exploratory), regression analysis and independent sample t-testing were the statistical techniques used to analyse the data. Findings of this study show that customer attitudes towards their banks’ online community sites significantly influence their intention to use information on the site to make choices related to bank services. The findings further reveal that customer-to-customer online related factors of perceived source credibility and perceived human interactivity have a positive influence on perceived information usefulness as well as...
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Die toepassing van die beginsels en metodes van moderne bemarkingsbestuur in die bemarking van dienste met spesiale verwysing na die goederedienste van die Suid- Afrikaanse Spoorweë
- Slabbert, Jacobus Frederick Ebenhaezer
- Authors: Slabbert, Jacobus Frederick Ebenhaezer
- Date: 2015-03-02
- Subjects: Marketing - Management , Service industries
- Type: Thesis
- Identifier: uj:13397 , http://hdl.handle.net/10210/13406
- Description: M.Com. , This study originated from the thought that the principles and practices of modern marketing management can be used more effectively in the South African Railways as one of the largest public organisations in the world. The objectives of the study were an investigation into the principles and practices of modern marketing management in the service industry in general and the extent to which these principles and practices are applied in the marketing of goods services by the South African Railways. The study included a survey of the literature on the marketing of services, including some railway organisations in other countries as well as an in depth investigation of the present approach to and practice of marketing management in the South African Railways.
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- Authors: Slabbert, Jacobus Frederick Ebenhaezer
- Date: 2015-03-02
- Subjects: Marketing - Management , Service industries
- Type: Thesis
- Identifier: uj:13397 , http://hdl.handle.net/10210/13406
- Description: M.Com. , This study originated from the thought that the principles and practices of modern marketing management can be used more effectively in the South African Railways as one of the largest public organisations in the world. The objectives of the study were an investigation into the principles and practices of modern marketing management in the service industry in general and the extent to which these principles and practices are applied in the marketing of goods services by the South African Railways. The study included a survey of the literature on the marketing of services, including some railway organisations in other countries as well as an in depth investigation of the present approach to and practice of marketing management in the South African Railways.
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The awareness and perceptions of consumers toward the online social networking activities of non-profit organisations
- Authors: Masipa, Dineo
- Date: 2016
- Subjects: Nonprofit organizations - Marketing , Nonprofit organizations- South Africa , Marketing - Management , Abraham Kriel-Kinderhuis (Langlaagte, Transvaal, South Africa) , Nonprofit organizations - Finance , Charitable uses, trusts, and foundations - South Africa
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/93726 , uj:20384
- Description: Abstract: Non-profit organisations in South Africa find themselves operating in a competitive environment where they are competing not only with other non-profit organisations but with “for-profit” organisations for resources and consumer’s attention in the marketing space. Both for-profit and non-profit organisations are using online social networking platforms to engage with consumers. Abraham Kriel Childcare and Cotlands are two such non-profit organisations that are active on these online social networks. These organisations ultimately want to drive support and donations (donating behaviour) from consumers. By considering these organisations, this study seeks to provide non-profit organisations with an understanding of the impact that their online social networking activities have had on consumer awareness, attitudes and perceptions. It also aims to explore whether or not a relationship exists between consumer awareness, attitudes, perceptions and consumer’s behavioural intentions towards the non-profit organisation. The study aimed to explore and describe consumer awareness, attitudes, perceptions and behavioural intentions towards the non-profit organisation and their online social networking activities. A quantitative descriptive study was conducted. The target population of the research study was consumers who were aware of the two selected non-profit organisations and had a presence on online social networks. A non-probability sampling technique (convenience sampling) was used for this research to select the respondents for inclusion to the study. The survey questionnaire focused on measuring awareness, attitudes, perceptions and behavioural intentions. The questionnaire was adapted from previous studies and articles that measured similar constructs. These include a Masters study by du Plessis (2010), which measured the attitudes of baby boomers, generation X and generation Y as donors towards the marketing communication activities of non-profit organisations in Gauteng. In total, there were 201 questionnaires that could be used for data analysis from a total of 300 that were distributed. Data collected from these questionnaires was analysed using a statistical package (SPSS). The statistical tests used for the research study were exploratory factor analysis, correlation and multiple regression. Findings revealed that consumers are not aware of the online social networking activities of either the primary non-profit organisations (Abraham Kriel Childcare and Cotlands) nor the online social activities of other non-profit organisations. Respondents, however, did indicate that they had favourable attitudes and perceptions towards the activities of non-profit organisations. The results also indicate that the attitudes and perceptions of consumers influence consumers’ behavioural intentions (donating behaviour) towards the non-profit , M.Com. (Business Management)
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- Authors: Masipa, Dineo
- Date: 2016
- Subjects: Nonprofit organizations - Marketing , Nonprofit organizations- South Africa , Marketing - Management , Abraham Kriel-Kinderhuis (Langlaagte, Transvaal, South Africa) , Nonprofit organizations - Finance , Charitable uses, trusts, and foundations - South Africa
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/93726 , uj:20384
- Description: Abstract: Non-profit organisations in South Africa find themselves operating in a competitive environment where they are competing not only with other non-profit organisations but with “for-profit” organisations for resources and consumer’s attention in the marketing space. Both for-profit and non-profit organisations are using online social networking platforms to engage with consumers. Abraham Kriel Childcare and Cotlands are two such non-profit organisations that are active on these online social networks. These organisations ultimately want to drive support and donations (donating behaviour) from consumers. By considering these organisations, this study seeks to provide non-profit organisations with an understanding of the impact that their online social networking activities have had on consumer awareness, attitudes and perceptions. It also aims to explore whether or not a relationship exists between consumer awareness, attitudes, perceptions and consumer’s behavioural intentions towards the non-profit organisation. The study aimed to explore and describe consumer awareness, attitudes, perceptions and behavioural intentions towards the non-profit organisation and their online social networking activities. A quantitative descriptive study was conducted. The target population of the research study was consumers who were aware of the two selected non-profit organisations and had a presence on online social networks. A non-probability sampling technique (convenience sampling) was used for this research to select the respondents for inclusion to the study. The survey questionnaire focused on measuring awareness, attitudes, perceptions and behavioural intentions. The questionnaire was adapted from previous studies and articles that measured similar constructs. These include a Masters study by du Plessis (2010), which measured the attitudes of baby boomers, generation X and generation Y as donors towards the marketing communication activities of non-profit organisations in Gauteng. In total, there were 201 questionnaires that could be used for data analysis from a total of 300 that were distributed. Data collected from these questionnaires was analysed using a statistical package (SPSS). The statistical tests used for the research study were exploratory factor analysis, correlation and multiple regression. Findings revealed that consumers are not aware of the online social networking activities of either the primary non-profit organisations (Abraham Kriel Childcare and Cotlands) nor the online social activities of other non-profit organisations. Respondents, however, did indicate that they had favourable attitudes and perceptions towards the activities of non-profit organisations. The results also indicate that the attitudes and perceptions of consumers influence consumers’ behavioural intentions (donating behaviour) towards the non-profit , M.Com. (Business Management)
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Klantediens as funksie van bemarkingsproduktiwiteit vir vervaardigers van vinnigbewegende verbruikersgoedere
- Authors: Webb, Brian
- Date: 2015-08-20
- Subjects: Customer services - Management , Marketing - Management
- Type: Thesis
- Identifier: uj:13935 , http://hdl.handle.net/10210/14296
- Description: M.Com. , Please refer to full text to view abstract
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- Authors: Webb, Brian
- Date: 2015-08-20
- Subjects: Customer services - Management , Marketing - Management
- Type: Thesis
- Identifier: uj:13935 , http://hdl.handle.net/10210/14296
- Description: M.Com. , Please refer to full text to view abstract
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The extent to which a financial services institution uses big data : a marketing perspective
- Authors: Smart, Cindy
- Date: 2015
- Subjects: Financial services industry , Big data , Web usage mining , Marketing - Management
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/83379 , uj:19085
- Description: Abstract: The financial services industry is known to be a competitive one, and literature suggests that it has an abundance of data, otherwise known as big data (SAS, 2012a). The industry not only makes a large contribution to the national GDP, but also has the most potential to embrace big data in order to have a competitive advantage over the various other industries contributing to the national GDP. However, in South Africa, this industry is currently perceived not to be leveraging its data optimally, particularly from a marketing perspective, with more than 50% of marketers stating that using data was last on their list of priorities when making decisions (Spenner & Bird, 2012). Literature suggests that South African marketers currently have a very vague formulation of who their customer is. In order for the financial services industry to gain competitive advantage from a marketing perspective, it needs to use data to better profile and understand their customer. This will lead to more personalised relationship with the customer, and will ultimately cement the relationship between the customer and the institution. The primary objective of this study is therefore to discern the extent to which data is used in a financial services institution from a marketing perspective. First, literature is addressed which introduces an adapted model which was initially developed by Byrom, Bennison, Hernández and Hooper (2001:336), which is used to guide the study. The empirical study is qualitative in nature, using a case study approach in order to meet primary and secondary objectives. A financial services institution was chosen wherein employees working with big data from a marketing perspective were identified through snowball sampling. In-depth personal interviews were conducted with these employees, using a discussion guide which was based on the model mentioned above. The Morse and Field approach was used to analyse the data whereby when the findings indicated that the institution analysed in this study is using various types of data sources, some more comprehensively than others. The institution identifies the importance of integrating various data sources, however this is not being done to the fullest extent. The institution currently uses big data from a market perspective for better customer profiling. The findings also revealed that the institution was highly dependent on using big data to make decisions at an operational level. , M.Com. (Marketing Management)
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- Authors: Smart, Cindy
- Date: 2015
- Subjects: Financial services industry , Big data , Web usage mining , Marketing - Management
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/83379 , uj:19085
- Description: Abstract: The financial services industry is known to be a competitive one, and literature suggests that it has an abundance of data, otherwise known as big data (SAS, 2012a). The industry not only makes a large contribution to the national GDP, but also has the most potential to embrace big data in order to have a competitive advantage over the various other industries contributing to the national GDP. However, in South Africa, this industry is currently perceived not to be leveraging its data optimally, particularly from a marketing perspective, with more than 50% of marketers stating that using data was last on their list of priorities when making decisions (Spenner & Bird, 2012). Literature suggests that South African marketers currently have a very vague formulation of who their customer is. In order for the financial services industry to gain competitive advantage from a marketing perspective, it needs to use data to better profile and understand their customer. This will lead to more personalised relationship with the customer, and will ultimately cement the relationship between the customer and the institution. The primary objective of this study is therefore to discern the extent to which data is used in a financial services institution from a marketing perspective. First, literature is addressed which introduces an adapted model which was initially developed by Byrom, Bennison, Hernández and Hooper (2001:336), which is used to guide the study. The empirical study is qualitative in nature, using a case study approach in order to meet primary and secondary objectives. A financial services institution was chosen wherein employees working with big data from a marketing perspective were identified through snowball sampling. In-depth personal interviews were conducted with these employees, using a discussion guide which was based on the model mentioned above. The Morse and Field approach was used to analyse the data whereby when the findings indicated that the institution analysed in this study is using various types of data sources, some more comprehensively than others. The institution identifies the importance of integrating various data sources, however this is not being done to the fullest extent. The institution currently uses big data from a market perspective for better customer profiling. The findings also revealed that the institution was highly dependent on using big data to make decisions at an operational level. , M.Com. (Marketing Management)
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Parent and carer beliefs, attitudes and behavioural intentions towards safe child passenger travel
- Authors: Barandereka, Bonfils
- Date: 2016
- Subjects: Marketing - Management , Child care seats - Marketing
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/124473 , uj:20920
- Description: Abstract: Road accidents contribute significantly to child mortality and injuries in South Africa. One way in which countries around the world, including South Africa, are trying to deal with the problem is through promoting the use of child car restraints. Despite this, use of child car restraints is noted to be low. This study examines parent and carer beliefs, attitude and behavioural intentions towards safe child passenger travel, particularly as this relates to use of child car restraints. The study utilises the Theory of Planned Behaviour (TPB) and the Health Belief Model (HBM) to propose a conceptual model that can be used to assist in explaining behavioural intentions towards use of child car restraints. The study follows a quantitative research approach to address the presented objectives. The research process put forward by Saunders et al. (2012) is followed. A structured questionnaire was used to collect data from parents and carers of children up to 8 years old. The data was collected in areas within three main regions of Gauteng: namely, Johannesburg, Ekurhuleni and Tshwane. 261 questionnaires were collected, of which 253 were usable. The data is analysed using SPSS (Statistical Package for Social Science). The results show that parents and carers had a positive attitude and positive behavioural intentions towards use of child car restraints. The results further indicate that attitudes towards use of child car restraints is influenced by perceived susceptibility, perceived benefit, perceived barriers, perceived seriousness, and subjective norm. It is also found that knowledge of legal requirements, knowledge of use as well as attitude all have a positive influence on behavioural intentions towards use of child car restraints. , M.Com. (Marketing Management)
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- Authors: Barandereka, Bonfils
- Date: 2016
- Subjects: Marketing - Management , Child care seats - Marketing
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/124473 , uj:20920
- Description: Abstract: Road accidents contribute significantly to child mortality and injuries in South Africa. One way in which countries around the world, including South Africa, are trying to deal with the problem is through promoting the use of child car restraints. Despite this, use of child car restraints is noted to be low. This study examines parent and carer beliefs, attitude and behavioural intentions towards safe child passenger travel, particularly as this relates to use of child car restraints. The study utilises the Theory of Planned Behaviour (TPB) and the Health Belief Model (HBM) to propose a conceptual model that can be used to assist in explaining behavioural intentions towards use of child car restraints. The study follows a quantitative research approach to address the presented objectives. The research process put forward by Saunders et al. (2012) is followed. A structured questionnaire was used to collect data from parents and carers of children up to 8 years old. The data was collected in areas within three main regions of Gauteng: namely, Johannesburg, Ekurhuleni and Tshwane. 261 questionnaires were collected, of which 253 were usable. The data is analysed using SPSS (Statistical Package for Social Science). The results show that parents and carers had a positive attitude and positive behavioural intentions towards use of child car restraints. The results further indicate that attitudes towards use of child car restraints is influenced by perceived susceptibility, perceived benefit, perceived barriers, perceived seriousness, and subjective norm. It is also found that knowledge of legal requirements, knowledge of use as well as attitude all have a positive influence on behavioural intentions towards use of child car restraints. , M.Com. (Marketing Management)
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Value perceptions, attitudinal loyalty and repurchase intention towards luxury motor vehicles
- Authors: Willoughby, Monica Claire
- Date: 2017
- Subjects: Marketing - Management , Motor vehicles - Marketing , Automobiles - Marketing , Selling automobiles - South Africa
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/290198 , uj:31500
- Description: M.Com. (Marketing Management) , Abstract: Africa has the fastest growing number of consumers who are purchasing luxury brands. The luxury motor vehicle market has been identified as one of the most valuable markets within the luxury industry, but it is becoming ever-more competitive in South Africa. Marketers of luxury motor vehicles face the challenge of creating marketing campaigns which are able to differentiate their brand from competitors in order to remain successful within the market. Value has an impact on the nature of the relationships a brand is able to build with consumers Consumers’ positive value perceptions may result in loyalty towards the luxury motor vehicle brand and contribute to consumers’ intention to repurchase the brand. It is therefore important for marketers of luxury motor vehicles to build resilient relationships with consumers through the creation of value which are imperative to the success of the luxury motor vehicle brand. Consequently, for luxury value perceptions to translate into actual purchases, behavioural outcomes such as repurchase intention as an outcome of loyalty need to be analysed and understood. The primary objective of this research study is to investigate the luxury value perceptions of owners of luxury motor vehicles, in order to determine the influence of value on attitudinal loyalty and in turn, consumers’ repurchase intention towards luxury motor vehicles. According to Wiedmann, Hennigs, and Siebels (2009) luxury value perceptions comprise of four dimensions, namely, functional value, social value, individual value and financial value. Secondary data was gathered and empirical research, which is descriptive in nature was undertaken to gather primary data. A structured, self-administered, online questionnaire was used to collect primary data from this research study’s target population. The population includes consumers who currently reside in Gauteng, South Africa and own at least one luxury motor vehicle, as defined for the purpose of this research study, which was purchased no earlier than 2015. Non-probability, convenience sampling was used to select the respondents and a total of 210 respondents completed the questionnaire...
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- Authors: Willoughby, Monica Claire
- Date: 2017
- Subjects: Marketing - Management , Motor vehicles - Marketing , Automobiles - Marketing , Selling automobiles - South Africa
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/290198 , uj:31500
- Description: M.Com. (Marketing Management) , Abstract: Africa has the fastest growing number of consumers who are purchasing luxury brands. The luxury motor vehicle market has been identified as one of the most valuable markets within the luxury industry, but it is becoming ever-more competitive in South Africa. Marketers of luxury motor vehicles face the challenge of creating marketing campaigns which are able to differentiate their brand from competitors in order to remain successful within the market. Value has an impact on the nature of the relationships a brand is able to build with consumers Consumers’ positive value perceptions may result in loyalty towards the luxury motor vehicle brand and contribute to consumers’ intention to repurchase the brand. It is therefore important for marketers of luxury motor vehicles to build resilient relationships with consumers through the creation of value which are imperative to the success of the luxury motor vehicle brand. Consequently, for luxury value perceptions to translate into actual purchases, behavioural outcomes such as repurchase intention as an outcome of loyalty need to be analysed and understood. The primary objective of this research study is to investigate the luxury value perceptions of owners of luxury motor vehicles, in order to determine the influence of value on attitudinal loyalty and in turn, consumers’ repurchase intention towards luxury motor vehicles. According to Wiedmann, Hennigs, and Siebels (2009) luxury value perceptions comprise of four dimensions, namely, functional value, social value, individual value and financial value. Secondary data was gathered and empirical research, which is descriptive in nature was undertaken to gather primary data. A structured, self-administered, online questionnaire was used to collect primary data from this research study’s target population. The population includes consumers who currently reside in Gauteng, South Africa and own at least one luxury motor vehicle, as defined for the purpose of this research study, which was purchased no earlier than 2015. Non-probability, convenience sampling was used to select the respondents and a total of 210 respondents completed the questionnaire...
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Customer complaint behaviour at a Cinema Nouveau
- Authors: Bedwei-Majdoub, Cynthia C.E
- Date: 2016
- Subjects: Marketing - Management , Motion picture industry - South Africa , Motion picture theaters - South Africa , Consumer complaints - South Africa , Consumer behavior - South Africa
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/82261 , uj:18939
- Description: Abstract: The South African movie industry is a thriving sector that makes a substantial contribution to the local economy. The three main competitors in the cinema exhibition industry are Nu Metro Cinemas, Cine Centre and Ster-Kinekor Theatres. This study focuses on the Cinema Nouveau brand belonging to Ster-Kinekor Theatres. It is suggested that if the cinema investigates customer complaint behaviour, they may be able to implement effective service recovery so as to create a more favourable service experience that could lead to positive repurchase intentions. Consequently, this study aims to investigate the constructs of customer complaint behaviour, service recovery and repurchase intentions at the Cinema Nouveau in Rosebank. The research is descriptive in nature and is informed by secondary data that provides the background to the subject areas and the industry of focus; as well as quantitative, primary data collected with the aid of self-administered questionnaires through a nonprobability convenience sampling method from customers at Cinema Nouveau Rosebank who had experienced a service failure in the previous six months. Of the 290 questionnaires distributed, 238 usable questionnaires were submitted for data analysis. Data analysis included descriptive tests, exploratory factor analysis, correlation tests and multiple regression analysis. Seven factors were extracted from the exploratory factor analysis - “knowing who to complain to”, “frustration”, “voicing complaints”; “intangible service recovery”, “tangible service recovery”, “willing to stay with the cinema” and “will consider leaving the cinema”. The analysis revealed that complaint behaviour and service recovery show a distinct influence on customers’ repurchase intentions at Cinema Nouveau Rosebank. While intangible service recovery (acknowledgements, explanations and apologies) was found to influence repurchase intentions, the strongest influence on customers’ repurchase intentions at the cinema was discovered to be tangible service recovery (refunds, free movie tickets, free confectionary vouchers and gifts). , M.Com. (Marketing Management)
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- Authors: Bedwei-Majdoub, Cynthia C.E
- Date: 2016
- Subjects: Marketing - Management , Motion picture industry - South Africa , Motion picture theaters - South Africa , Consumer complaints - South Africa , Consumer behavior - South Africa
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/82261 , uj:18939
- Description: Abstract: The South African movie industry is a thriving sector that makes a substantial contribution to the local economy. The three main competitors in the cinema exhibition industry are Nu Metro Cinemas, Cine Centre and Ster-Kinekor Theatres. This study focuses on the Cinema Nouveau brand belonging to Ster-Kinekor Theatres. It is suggested that if the cinema investigates customer complaint behaviour, they may be able to implement effective service recovery so as to create a more favourable service experience that could lead to positive repurchase intentions. Consequently, this study aims to investigate the constructs of customer complaint behaviour, service recovery and repurchase intentions at the Cinema Nouveau in Rosebank. The research is descriptive in nature and is informed by secondary data that provides the background to the subject areas and the industry of focus; as well as quantitative, primary data collected with the aid of self-administered questionnaires through a nonprobability convenience sampling method from customers at Cinema Nouveau Rosebank who had experienced a service failure in the previous six months. Of the 290 questionnaires distributed, 238 usable questionnaires were submitted for data analysis. Data analysis included descriptive tests, exploratory factor analysis, correlation tests and multiple regression analysis. Seven factors were extracted from the exploratory factor analysis - “knowing who to complain to”, “frustration”, “voicing complaints”; “intangible service recovery”, “tangible service recovery”, “willing to stay with the cinema” and “will consider leaving the cinema”. The analysis revealed that complaint behaviour and service recovery show a distinct influence on customers’ repurchase intentions at Cinema Nouveau Rosebank. While intangible service recovery (acknowledgements, explanations and apologies) was found to influence repurchase intentions, the strongest influence on customers’ repurchase intentions at the cinema was discovered to be tangible service recovery (refunds, free movie tickets, free confectionary vouchers and gifts). , M.Com. (Marketing Management)
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The importance of measuring return of marketing investments in the insurance industry
- Seobi, Mankone Lerato Precious
- Authors: Seobi, Mankone Lerato Precious
- Date: 2014-05-05
- Subjects: Marketing - Management , Capital investments - Evaluation , Rate of return
- Type: Thesis
- Identifier: uj:10920 , http://hdl.handle.net/10210/10494
- Description: M.Com. (Business Management) , The study focuses on the return on marketing investment (ROMI) in the life insurance industry in South Africa. Although this is a growing industry, it is characterised by high competitiveness and similar product offerings from the different insurance providers. Therefore, in competing for the larger market share, the companies differentiate themselves by relying more on their unique strengths. They compete by promoting themselves and their products through various above-the-line and below-the-line marketing activities and campaigns in order to drive sales, build awareness, manage reputations, and to be top of mind to consumers. This study focuses on establishing whether these various marketing activities are measured to determine whether they contribute to the bottom line/ profit margins (basic purpose of ROMI) and to what extent. The ultimate goal is to establish whether ROMI is considered as being important to measure in the life insurance industry and whether spending on marketing activities does contribute to profit margins. A total of 16 recognised life insurance companies were identified and a sample size of seven companies selected. The sampling frame consisted of marketing managers, who happened to be heads of departments in this case. Structured interviews were conducted with these managers, and feedback was transcribed and analysed. Only marketing managers were interviewed as they are directly responsible for the marketing budget, and are accountable for marketing spending and the overall success of the department. It was identified in the study that in order to measure ROMI, it starts by being accountable for the marketing spending. The overall results of the study indicate that spending on marketing does contribute to profits margins and that ROMI is considered by the life insurance industry as important to measure. The study was limited only to the Gauteng province, thus it can be generalised to the life insurance companies in South Africa, but cannot be generalised to other insurance industries, e.g. short-term insurance, thus allowing for the possibility of a comparative study in the future, in addition to future studies listed in chapter 5.
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- Authors: Seobi, Mankone Lerato Precious
- Date: 2014-05-05
- Subjects: Marketing - Management , Capital investments - Evaluation , Rate of return
- Type: Thesis
- Identifier: uj:10920 , http://hdl.handle.net/10210/10494
- Description: M.Com. (Business Management) , The study focuses on the return on marketing investment (ROMI) in the life insurance industry in South Africa. Although this is a growing industry, it is characterised by high competitiveness and similar product offerings from the different insurance providers. Therefore, in competing for the larger market share, the companies differentiate themselves by relying more on their unique strengths. They compete by promoting themselves and their products through various above-the-line and below-the-line marketing activities and campaigns in order to drive sales, build awareness, manage reputations, and to be top of mind to consumers. This study focuses on establishing whether these various marketing activities are measured to determine whether they contribute to the bottom line/ profit margins (basic purpose of ROMI) and to what extent. The ultimate goal is to establish whether ROMI is considered as being important to measure in the life insurance industry and whether spending on marketing activities does contribute to profit margins. A total of 16 recognised life insurance companies were identified and a sample size of seven companies selected. The sampling frame consisted of marketing managers, who happened to be heads of departments in this case. Structured interviews were conducted with these managers, and feedback was transcribed and analysed. Only marketing managers were interviewed as they are directly responsible for the marketing budget, and are accountable for marketing spending and the overall success of the department. It was identified in the study that in order to measure ROMI, it starts by being accountable for the marketing spending. The overall results of the study indicate that spending on marketing does contribute to profits margins and that ROMI is considered by the life insurance industry as important to measure. The study was limited only to the Gauteng province, thus it can be generalised to the life insurance companies in South Africa, but cannot be generalised to other insurance industries, e.g. short-term insurance, thus allowing for the possibility of a comparative study in the future, in addition to future studies listed in chapter 5.
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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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Evaluering van strategiese markinligting met behulp van 'n ekspertbemarkingsbeplanningstelsel
- Authors: Burger, André
- Date: 2014-04-14
- Subjects: Strategic planning - Data processing , Marketing - Management , Expert systems (Computer science)
- Type: Thesis
- Identifier: uj:10598 , http://hdl.handle.net/10210/10121
- Description: M.Comm. (Business Management) , The evaluation of strategic market information with the aid of an expert marketing planning system. Market information is one of the key inputs to a strategic marketing plan. The display of the market information with the aid of an expert marketing planning system will be discussed in this thesis. Market information was obtained by means of a questionnaire. The information was analysed and the marketing planning expert system was used to evaluate the marketing opportunities. The evaluation of the expert marketing planning system was done against ten points for a marketing planning process. The conclusion of this thesis is that an expert marketing planning system can aid the marketing planner in the evaluation of the strategic market information. However it is important to manage the planning process to obtain a marketing plan that will be accepted and implemented by the organisation.
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- Authors: Burger, André
- Date: 2014-04-14
- Subjects: Strategic planning - Data processing , Marketing - Management , Expert systems (Computer science)
- Type: Thesis
- Identifier: uj:10598 , http://hdl.handle.net/10210/10121
- Description: M.Comm. (Business Management) , The evaluation of strategic market information with the aid of an expert marketing planning system. Market information is one of the key inputs to a strategic marketing plan. The display of the market information with the aid of an expert marketing planning system will be discussed in this thesis. Market information was obtained by means of a questionnaire. The information was analysed and the marketing planning expert system was used to evaluate the marketing opportunities. The evaluation of the expert marketing planning system was done against ten points for a marketing planning process. The conclusion of this thesis is that an expert marketing planning system can aid the marketing planner in the evaluation of the strategic market information. However it is important to manage the planning process to obtain a marketing plan that will be accepted and implemented by the organisation.
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Strategic marketing planning for the polythene division of Polifin Limited
- Authors: Viljoen, P. N.
- Date: 2014-02-20
- Subjects: Polifin Limited (Firm) - South Africa. , Marketing - Management , Marketing - Planning , Chemical industry - South Africa
- Type: Thesis
- Identifier: uj:4184 , http://hdl.handle.net/10210/9531
- Description: M.Comm. (Business Management) , The main research focus is stated as follows: "This research study will endeavour to identify the focus areas for a strategic marketing plan for the Polythene Division in Polifin by constructing a product / market matrix using the results of a situation audit, and to determine what a comparative study of Polifin's performance relative to competitors may reveal for a more intelligent approach to implementing the marketing plan. " The results should make it possible to prepare a strategic marketing plan for the Polythene Business Unit as well as providing specific objectives and action plans for the successful implementation of the plan.
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- Authors: Viljoen, P. N.
- Date: 2014-02-20
- Subjects: Polifin Limited (Firm) - South Africa. , Marketing - Management , Marketing - Planning , Chemical industry - South Africa
- Type: Thesis
- Identifier: uj:4184 , http://hdl.handle.net/10210/9531
- Description: M.Comm. (Business Management) , The main research focus is stated as follows: "This research study will endeavour to identify the focus areas for a strategic marketing plan for the Polythene Division in Polifin by constructing a product / market matrix using the results of a situation audit, and to determine what a comparative study of Polifin's performance relative to competitors may reveal for a more intelligent approach to implementing the marketing plan. " The results should make it possible to prepare a strategic marketing plan for the Polythene Business Unit as well as providing specific objectives and action plans for the successful implementation of the plan.
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'n Lewensvatbaarheidsondersoek vir 'n direkte bemarkingsonderneming gefokus op die swart verbruikersmark
- Authors: Smit, Petrus Coenrad
- Date: 2014-02-11
- Subjects: Marketing - Management , Consumer credit - South Africa , Marketing research - South Africa
- Type: Thesis
- Identifier: uj:3782 , http://hdl.handle.net/10210/9157
- Description: M.Com. (Business Management) , This dissertation deals with the subject of feasibility studies, as applied to the determination of the viability of a business idea or - concept. The first section of the study comprised a search for available material on the topic. Information regarding feasibility studies and business plans, and the difference between the two, was gleaned from contemporary literature covering the subject, such as tutorials by the Small Business Development Corporation, as well as several local and international text books, in order to construe an appropriate framework for the compilation of such a study. In the second section of the dissertation the framework decided on was applied to a specific business idea. Information for the completion of this section was obtained by interviewing representatives actually engaged in a similar enterprise, requesting information from various departments of state and business enterprises, as well as searches in relevant literature. The dissertation concludes by reiterating that the purpose of such a study is purely to determine the viability or feasibility of a project or business idea, and should it be necessary to obtain funds from third parties in order to initiate such a business (given a positive result from the feasibility study), a comprehensive business plan should be compiled...
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- Authors: Smit, Petrus Coenrad
- Date: 2014-02-11
- Subjects: Marketing - Management , Consumer credit - South Africa , Marketing research - South Africa
- Type: Thesis
- Identifier: uj:3782 , http://hdl.handle.net/10210/9157
- Description: M.Com. (Business Management) , This dissertation deals with the subject of feasibility studies, as applied to the determination of the viability of a business idea or - concept. The first section of the study comprised a search for available material on the topic. Information regarding feasibility studies and business plans, and the difference between the two, was gleaned from contemporary literature covering the subject, such as tutorials by the Small Business Development Corporation, as well as several local and international text books, in order to construe an appropriate framework for the compilation of such a study. In the second section of the dissertation the framework decided on was applied to a specific business idea. Information for the completion of this section was obtained by interviewing representatives actually engaged in a similar enterprise, requesting information from various departments of state and business enterprises, as well as searches in relevant literature. The dissertation concludes by reiterating that the purpose of such a study is purely to determine the viability or feasibility of a project or business idea, and should it be necessary to obtain funds from third parties in order to initiate such a business (given a positive result from the feasibility study), a comprehensive business plan should be compiled...
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Aspekte van bemarkingsbestuur in diensondernemings met besondere verwysing na die voorstedelike passasiersdienste van die Suid-Afrikaanse Spoorweë
- Authors: Agenbag, Josias Andreas
- Date: 2015-10-28
- Subjects: Marketing - Management , Transportation - Passenger traffic - Marketing , Transportation - Passenger traffic - Management
- Type: Thesis
- Identifier: uj:14464 , http://hdl.handle.net/10210/14986
- Description: M.Com. (Business Economics) , Please refer to full text to view abstract
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- Authors: Agenbag, Josias Andreas
- Date: 2015-10-28
- Subjects: Marketing - Management , Transportation - Passenger traffic - Marketing , Transportation - Passenger traffic - Management
- Type: Thesis
- Identifier: uj:14464 , http://hdl.handle.net/10210/14986
- Description: M.Com. (Business Economics) , Please refer to full text to view abstract
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