Customer complaints in the airline industry : a case of domestic and international air travellers in South Africa
- Matikiti, R., Roberts-Lombard, M., Mpinganjira, M.
- Authors: Matikiti, R. , Roberts-Lombard, M. , Mpinganjira, M.
- Date: 2018
- Subjects: Customer complaints , Airline industry , South Africa
- Language: English
- Type: Conference proceeding
- Identifier: http://hdl.handle.net/10210/289121 , uj:31364 , Citation: Matikiti, R., Roberts-Lombard, M. & Mpinganjira, M. 2018. Customer complaints in the airline industry : a case of domestic and international air travellers in South Africa.
- Description: Abstract: Service failures are inevitable in business. Understanding the nature of service failures that customers experience is critical to ensuring that proper measures are put in place to address them and avoid loss of customers. The study examined the types of customer complaints experienced by domestic and international travellers in South Africa. Data were collected using a structured questionnaire from 300 travellers at selected South African airports. The findings reveal that flight delays, baggage delays and poor food quality were some of the most complaints raised by travellers. Airlines were recommended to avoid those flight delays which are not naturally caused at all cost, and ensure that such delays are not repeated by securing pro-active strategies and that domestic airlines should consider the upgrading of their seats to better quality seats that can result in reduced customer complaints in this area.
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- Authors: Matikiti, R. , Roberts-Lombard, M. , Mpinganjira, M.
- Date: 2018
- Subjects: Customer complaints , Airline industry , South Africa
- Language: English
- Type: Conference proceeding
- Identifier: http://hdl.handle.net/10210/289121 , uj:31364 , Citation: Matikiti, R., Roberts-Lombard, M. & Mpinganjira, M. 2018. Customer complaints in the airline industry : a case of domestic and international air travellers in South Africa.
- Description: Abstract: Service failures are inevitable in business. Understanding the nature of service failures that customers experience is critical to ensuring that proper measures are put in place to address them and avoid loss of customers. The study examined the types of customer complaints experienced by domestic and international travellers in South Africa. Data were collected using a structured questionnaire from 300 travellers at selected South African airports. The findings reveal that flight delays, baggage delays and poor food quality were some of the most complaints raised by travellers. Airlines were recommended to avoid those flight delays which are not naturally caused at all cost, and ensure that such delays are not repeated by securing pro-active strategies and that domestic airlines should consider the upgrading of their seats to better quality seats that can result in reduced customer complaints in this area.
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Ethical belief and ethical intention : Comparing South African and Polish commerce students’ perceptions
- Roberts-Lombard, M., Goldman, G., Knight, J.
- Authors: Roberts-Lombard, M. , Goldman, G. , Knight, J.
- Date: 2017
- Subjects: Ethical intention , Ethical belief , South Africa
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/255339 , uj:26782 , Citation: Roberts-Lombard, M., Goldman, G. & Knight, J. 2017. Ethical belief and ethical intention : Comparing South African and Polish commerce students’ perceptions.
- Description: Abstract: The purpose of this study was to address the differences between the ethical intentions and beliefs of students in business studies in South Africa and Poland. The target population was all full-time students, registered for a commerce degree at selected higher education (tertiary) institutions in South Africa and Poland. The measuring instrument was a self-administered questionnaire which presented seven ethical scenarios to respondents to which they provided a yes/no response to each part of the question. Probability sampling was used, and the convenient sampling technique applied to select the sample. Chi-squared analysis was performed on the data to test the stated null hypotheses at a 95% confidence level. The imminent conclusion that flows from the study is that differences do exist between the ethical beliefs and ethical intentions of business students in South Africa and Poland, but these differences seem to be fairly similar across both countries.
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- Authors: Roberts-Lombard, M. , Goldman, G. , Knight, J.
- Date: 2017
- Subjects: Ethical intention , Ethical belief , South Africa
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/255339 , uj:26782 , Citation: Roberts-Lombard, M., Goldman, G. & Knight, J. 2017. Ethical belief and ethical intention : Comparing South African and Polish commerce students’ perceptions.
- Description: Abstract: The purpose of this study was to address the differences between the ethical intentions and beliefs of students in business studies in South Africa and Poland. The target population was all full-time students, registered for a commerce degree at selected higher education (tertiary) institutions in South Africa and Poland. The measuring instrument was a self-administered questionnaire which presented seven ethical scenarios to respondents to which they provided a yes/no response to each part of the question. Probability sampling was used, and the convenient sampling technique applied to select the sample. Chi-squared analysis was performed on the data to test the stated null hypotheses at a 95% confidence level. The imminent conclusion that flows from the study is that differences do exist between the ethical beliefs and ethical intentions of business students in South Africa and Poland, but these differences seem to be fairly similar across both countries.
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Exploring parental and driver knowledge, use and beliefs of child restraints such as infant car seats, toddler seats and booster seats in South Africa
- Smit, E., Roberts-Lombard, M., Goldman, G.
- Authors: Smit, E. , Roberts-Lombard, M. , Goldman, G.
- Date: 2019
- Subjects: South Africa , Child restraints , Parents
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/402127 , uj:33638 , Citation: Smit, E., Roberts-Lombard, M. & Goldman, G. 2019. Exploring parental and driver knowledge, use and beliefs of child restraints such as infant car seats, toddler seats and booster seats in South Africa.
- Description: Abstract: The purpose of this paper is to determine parents’ and drivers’ knowledge, use and beliefs of child restraints amongst lower middle-class groups in South Africa. The study was qualitative in nature, and data was collected from parents or drivers of children aged birth - 11 with a motor vehicle in Gauteng. Through the application of the convenience sampling technique, a total of 14 parents and drivers with children at selected pre-schools and primary schools, who are in the lower middleclass groups and who reside in the cities of Johannesburg, Tshwane and Ekurhuleni, were selected. The Morse and Field Approach was used to analyse the data because the steps of this data analysis method are clear, easy to follow and comprehensible. There is a lack of knowledge and usage of child restraints among lower middle-class parents and drivers within Gauteng. The results also indicate that there are variables that are predictive of age-appropriate restraint use and knowledge, and that parents hold specific beliefs around child restraints. Lastly, the results indicated that the parents and drivers have rarely seen any advertisements on child restraints in South Africa. By exploring the topic of usage, knowledge, beliefs and the social marketing of child restraints, strategies have been identified on how to overcome the major challenge of child injuries in motor vehicle accidents in South Africa. This study promotes child restraint usage on South African roads and assists organisations in South Africa to better understand that social marketing is necessary to change the behaviour of parents with regard to child restraints usage.
- Full Text:
- Authors: Smit, E. , Roberts-Lombard, M. , Goldman, G.
- Date: 2019
- Subjects: South Africa , Child restraints , Parents
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/402127 , uj:33638 , Citation: Smit, E., Roberts-Lombard, M. & Goldman, G. 2019. Exploring parental and driver knowledge, use and beliefs of child restraints such as infant car seats, toddler seats and booster seats in South Africa.
- Description: Abstract: The purpose of this paper is to determine parents’ and drivers’ knowledge, use and beliefs of child restraints amongst lower middle-class groups in South Africa. The study was qualitative in nature, and data was collected from parents or drivers of children aged birth - 11 with a motor vehicle in Gauteng. Through the application of the convenience sampling technique, a total of 14 parents and drivers with children at selected pre-schools and primary schools, who are in the lower middleclass groups and who reside in the cities of Johannesburg, Tshwane and Ekurhuleni, were selected. The Morse and Field Approach was used to analyse the data because the steps of this data analysis method are clear, easy to follow and comprehensible. There is a lack of knowledge and usage of child restraints among lower middle-class parents and drivers within Gauteng. The results also indicate that there are variables that are predictive of age-appropriate restraint use and knowledge, and that parents hold specific beliefs around child restraints. Lastly, the results indicated that the parents and drivers have rarely seen any advertisements on child restraints in South Africa. By exploring the topic of usage, knowledge, beliefs and the social marketing of child restraints, strategies have been identified on how to overcome the major challenge of child injuries in motor vehicle accidents in South Africa. This study promotes child restraint usage on South African roads and assists organisations in South Africa to better understand that social marketing is necessary to change the behaviour of parents with regard to child restraints usage.
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