760 research outputs found

    Critical determinants of service quality for the port of cape town users

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    This research study was motivated by the daily observed operational experiences from the perspective of the researcher’s logistics business. Poor levels of operational service quality were observed in the Port of Cape Town during the 2017/2018 “wind season” which occurs from September to March, where the port lost more than 1200-man hours due to wind delays. The poor levels of operational service quality are further compounded by the effects of the wind delays and its impact on congestion at the port which results in financial loss to importers and exporters and their intermodal service providers. Nearly ninety six percent (96%) of exports from South Africa are by sea, therefore South Africa’s trade with the rest of the world is by sea. Thus, ports are important economic contributors and play an important role for both inbound and outbound logistics. Service quality failures affect business-to-business players in the logistics chain. Port users suffer financial and reputational damage when containers, which are shipped via the port, are delayed due to service quality failures. The purpose of this treatise was to determine what the critical determinants of service quality for the Port of Cape Town users are. To achieve this a conceptual research model was developed, where six variables were identified that have an influence on service quality. The six variables identified are Communication, Competence, Access, Reliability, Understanding/Knowing Customer and Tangibles. A literature review was then conducted to determine what the difference between B2C and B2B operational service quality is. This was done by investigating both the similarities and differences between B2C and B2B and providing a review of service quality and customer satisfaction. Similarly, a literature review was also conducted to investigate the contrasts between international and local port service quality. This was achieved by investigating the importance of ports and an overview of the South African port network. An overview of the Port of Cape Town was then provided where inefficiencies in the Port of Cape Town are discussed. Service quality in selected international ports are then discussed before the chapter was concluded by providing a review of service quality at the port of Cape Town’s two closest international competitors. The methodological approach to the study was quantitative research using a survey strategy to test the conceptual model. Analysis was performed through descriptive and inferential statics. Based on the analysis, the study could conclude by making important managerial recommendations that the management of the Port of Cape Town could implement to improve the level of Operational Service Quality at the port. Some of the recommendations are, that the ports staff should be trained in the importance of proactive communication. Port staff should receive regular training with respect to their operational functions. The port should provide a platform which will allow port users to raise concerns or provide compliments related to container operations or port staff interactions. Before communicating start up times after port stoppages, the port needs to take in to consideration the necessary time required to get staff back to their operational posts and other start-up operations when advising the port reopening time to port users. Port management should implement a better maintenance programme for the container handling equipment as it was the respondent’s perception that the handling equipment used in the port is not always in good working condition

    Regulating Non-territorial Commercial Environments in Territorial-based Legal Systems

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    The purpose of the following work is the identification and analysis of the legal and technological challenges that transnational electronic commerce carried out over open computermediated networks presents to legal systems based on territorial principles in order to delineate global and systematic solutions to this new non-territorial commercial environment. A possible global, systematic and technologically oriented legal solution will create a new commercial environment safer for consumers, more predictable for businesses and with equal opportunities of access and growth for all countries

    Iberian market entry strategy for a new brand for mattress

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    This thesis is studying the possibility of the Eliconfort brand to internationalize for the Iberian market. It currently produces for several brands in Portugal and Spain but does not have its own identity as a brand. As Eliconfort has its own product, process and production knowledge, this is a great opportunity to assert yourself as a brand. Based on previous literature, a conceptual model was proposed and tested that investigates the possibilities of internationalization, the importance of a brand, factors that influence the shopping experience, perceptions, satisfaction and intentions, in the B2C and B2B context. This study provides more information about the concepts. An interview was conducted for 66 individuals in the context of the mattress industry. The research methodology used in this dissertation is qualitative. The results of this investigation reveal that the internationalization of the brand has to be very well studied and worked, since the creation of a strategy of adaptation to the Spanish market, understanding the characteristics of products in each market region and identifying the determining factors to enter the market.Esta tese estuda a possibilidade da marca Eliconfort internacionalizar para o mercado ibérico. Atualmente é produtora de colchões e almofadas para várias marcas, em Portugal e Espanha, mas não tem uma identidade própria como marca. Como a Eliconfort tem o conhecimento de produto, processos e produção própria, esta é uma grande oportunidade para se afirmar enquanto marca. Com base na literatura anterior, foi proposto e testado um modelo conceitual que investiga as possibilidades de internacionalização, importância de uma marca, fatores que influenciam a experiência de compra, perceções, satisfação e intenções, no contexto B2C e B2B. Este estudo fornece mais informações sobre os conceitos. Uma entrevista foi realizada para 66 indivíduos no contexto da indústria da colchoaria. A metodologia de pesquisa utilizada nesta dissertação é qualitativa. Os resultados desta investigação revelam que a internacionalização da marca tem de ser muito bem estudada e trabalhada, desde a criação de uma estratégia de adaptação ao mercado espanhol, compreensão das características de produtos em cada região do mercado e identificar os fatores determinantes para entrar no mercado

    Moderating effect of religiosity on the relationship between technology readiness, trust and diffusion of e-commerce (B2C) in Sultanate of Oman

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    Electronic commerce has tremendously revolutionized the global economic system. Notwithstanding it has been playing a catalytic role in strengthening economies of the developing states, many countries are lagging behind in practicing electronic commerce due to numerous factors including technology readiness and trust. This study aimed to investigate the nature of relationship that exists between technology readiness, trust and diffusion of electronic while focusing on the public sector higher education institutions of the Sultanate of Oman. Furthermore, the study indented to examine the moderating effect of religiosity on the relationship between technology readiness, trust and diffusion of e-commerce. A structured questionnaire representing dimensions related to technology readiness, trust, religiosity and diffusion of electronic commerce was duly designed. Data was collected using survey method, through the distribution of the structured questionnaires to the public sector higher education institutions of Oman. The Partial Lease Square - Structural Equation Modeling (PLS-SEM) was employed to test the hypotheses. The results indicated that technology readiness, trust and religiosity have positive effects on the diffusion of e-commerce. Additionally, the findings revealed that religiosity significantly and positively moderates the relationship between technology readiness, trust and the diffusion of electronic commerce. The results imply that all the stakeholders must call their attention to the core areas of e-commerce like technology readiness, trust and religiosity to ensure a brighter future in today’s fast moving and competitive environment. While contributing to the body of knowledge and highlighting the importance of technology readiness and trust in the diffusion process of electronic commerce, the study appropriately provides practical, managerial, educational and theological implications to the prospective consumers, governmental officials, policy- makers and the e-commerce global community. In terms of limitations, this study is confined to the impacts of technology readiness, trust and religiosity on the diffusion of (business to consumer) electronic commerce, and has targeted academicians from the public higher education institutions, as respondents. On the basis of this study, future research can be conducted in the perspective of developing countries other than the Sultanate of Oman. It would also be valuable to employ the framework in conducting comparative studies on the developing and the developed nation

    Analyzing and comparing strategies of Gallo and Delta : between offline and online B2C entry and marketing in China

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    Mestrado em Gestão/MBAEmpresas e marcas portuguesas como o Gallo e o Delta entram nos mercados chineses há cerca de uma década. Este estudo analisa historicamente as estratégias de entrada e marketing dessas duas marcas na China, já que Gallo e Delta enfrentaram desafios tanto como marcas estrangeiras quanto como uma dieta culturalmente diferente na China. A tese adotou estruturas analíticas para discutir as operações das duas empresas na China como marcas estrangeiras. Como conclusão e análise mais aprofundada, este estudo compara as estratégias offline e online (principalmente Taobao do Alibaba) de Gallo e Delta.Portuguese companies and brands such as Gallo olive oil and Delta café have entered the Chinese markets for around a decade. This study looks at these two brands' entry and marketing strategies in China historically, as Gallo and Delta faced challenges both as foreign brands and as culturally different diet in China. The thesis adopted analytical frameworks to discuss the two companies' operations in China as foreign brands. As a conclusion and deeper analysis, this study then compares the offline and online (Mainly Taobao from Alibaba) strategies of Gallo and Delta.info:eu-repo/semantics/publishedVersio

    Exploring the Demand and Supply Conditions of E-Commerce and E-Banking Services in Saudi Arabian Conventional and Islamic Banks

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    The extensive use of technology by banks and financial institutions aims to respond to customers’ demands by providing efficient, speedy and convenient financial services. After developing the e-banking services, banks have also expanded their online services into e-commerce. Developments of e-banking services and e-commerce have been the case with the majority of banks including Islamic banks in the GCC region. The main aim of this research is to explore the demand and supply conditions of e-commerce through e-banking services in Saudi Arabian conventional and Islamic banks. In doing so, this research aims to assess the level of customer awareness of e-commerce and to explore customers’ motivation in Saudi Arabian conventional and Islamic banks. In addition, this research further explores and evaluates customers’ use of e-commerce and e-channels banking services, and the obstacles faced including security issues. In an attempt to locate the supply side related issues, the study aims also to explore perceptions of the IT managers in the six banks. In the study, data were collected through a survey questionnaire to measure the opinions and perceptions of bank customers, and interview surveys were utilised for assessing the supply conditions. To achieve the aims of this research, firstly, this research presents the initial findings with the objective of developing a better understanding of customers’ preferences based on their opinions and perceptions, expressed through a questionnaire survey with a sample of 198 Islamic and conventional bank customers representing six banks in the country; secondly, to further the analysis of this research, an empirical study is presented by using a series of semi-structured interviews with IT managers at three different levels of the sampled banks in Saudi Arabia. The findings over five empirical chapters demonstrate that the majority of the respondents from both the banks appear to understand and have awareness of the importance of e-commerce especially and e-banking services in particular. The findings also indicate that the majority of the respondents from both banks tend to be equally motivated to deal with e-commerce using banking facilities available for them. In search of motivational factors, this research found that the benefits and the 24/7 availability of e-commerce and e-banking services were the main factors motivating participants to deal with e-commerce and use e-banking services. The findings also indicate that the customers of Islamic banks have a better understanding of using e-commerce and e-banking services. Furthermore, the findings show that customers experienced personal, institutional and macro level obstacles to using e-commerce in both the bank types. Moreover, the customers of Islamic and conventional banks appear to understand the importance of security issues in e-commerce through e-banking services as well as banks. The findings also show that the government of Saudi Arabia has played a key role to improve the environment of e-banking services in Saudi banks. Finally, the interviewees’ analysis indicates the weaknesses in the telecommunication infrastructure. Based on the findings this study suggests that e-commerce through e-banking services can play an important role in expanding business opportunities in Saudi Arabia, while they facilitate individual engagement with commercial activities. Since the technology is expanding and advancing rapidly, and to address the future challenges in IT especially in the e-banking services, it is essential that the necessary infrastructure should be developed to take advantage of the opportunity

    SMEs and the internet drivers of and barriers to e-engagement.

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    For many years, the internet and its associated technologies have been heralded as the new frontier for SMEs and, inherently, “a good thing”. Despite this having been a common theme for at least the last fifteen years, still many SMEs are not “e-engaged. Despite significant amounts of public money being invested in promoting the Internet to SMEs, estimates for the UK range from 20 to 40 percent non- e-engagement, and substantially more in other jurisdictions. This thesis examines the barriers and drivers to e-engagement by SMEs and challenges the conventional wisdom that the Internet is a positive force for all. In particular, the research looks at the micro end of the SME spectrum, (the μSME), and identifies a number of hitherto un-examined areas of their operation and business models. Following a comprehensive review of the relevant canon of literature, a conceptual framework is derived, developed and presented. This provides the skeleton upon which the research strategy sits. The empirical data set consists of seventeen in depth case studies from a range of SMEs involved in the b2b, b2c and professional services fields. A cross case analysis was then undertaken, leading to the finalised framework. One of the key contributions of this research is the development of the conceptual model and associated framework. This allows for the identification and analysis of barriers, drivers and key determinants of the decision by SMEs and specifically of μSMEs with regard to their engagement, or not, with the Internet. Some commentators have noted that the literature on SME Internet engagement is fragmented and incoherent and that there is a need for framework development and research at the conceptual level to provide more focused research. This thesis accepts that challenge. It takes a comparative approach to both engaged and non-engaged companies, where possible in the same industry, to allow for key determinants and principle impact factors to be identified. The research provides detailed examples of the business models operated by the case companies and the factors affecting their implementation and operation. The variables affecting each SME are codified and mapped against the determinants and principle drivers. This enables the analysis to identify the barriers that filter, and in some cases entirely block, engagement with the Internet

    ANIMOSITY’S EFFECTS ON CONSUMER BEHAVIOR: A STUDY OF FINNISH CONSUMER ANIMOSITY TOWARDS RUSSIA

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    The goals of this thesis for the literature review’s part are to 1) Explain what consumer animosity is 2) Study the most common sources of consumer animosity 3) Clarify how consumer animosity functions under different circumstances 4) Examine consumer animosity’s effects on consumer behavior 5) Offer practical implications in managing consumer animosity from managerial and governmental standpoints. The empirical study was conducted as an online survey, to which 149 Finnish consumers participated. The empirical goals of the this thesis are to 1) Find out to what degree Finnish consumers feel animosity towards Russia 2) Study how animosity towards Russia in Finnish consumers affects their consumer behavior towards Russian goods, and tourism to Russia 3) Examine sources behind the Finnish consumer animosity towards Russia 4) Research whether demographic factors have an impact on Finnish consumers’ animosity towards Russia. The results support previous consumer animosity literature in consumer animosity lowering willingness to buy from the animosity country. The results also show that consumer animosity, and people animosity in particular, decreases willingness to visit the animosity country as a tourist. The findings also give strong support for consumer animosity decreasing product quality judgments concerning products originating from the animosity country. It was found out that age is significantly and positively correlated with Finnish consumers’ animosity towards Russia. Also consumers living in the capital expressed more animosity than those living outside the capital. Gender had no effect on the level of consumer animosity towards Russia in Finnish consumers. The most commonly expressed reasons for consumer animosity towards Russia were war related, and politics related. Lastly, it was found out that despite previous war history between Finland and Russia, Finnish consumers see Russia’s more recent actions as harder to forgive. Also managerial implications based on the results are presented.fi=Opinnäytetyö kokotekstinä PDF-muodossa.|en=Thesis fulltext in PDF format.|sv=Lärdomsprov tillgängligt som fulltext i PDF-format

    Proceedings of 2012 Annual Meeting of the Academy of International Business-US North East Chapter: Business Without Borders

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    Proceedings of the 2012 Academy of International Business-US North East Chapter Fairfield, Connecticut, October 11-13, 2012. Business Without Borders. Host, John F. Welch College of Business, Sacred Heart University. Editor, Jang\u27an Tang. AIB-NE 2012 Conference Co-Chairs, Khawaja Mamun, Ph.D. and Jang\u27an Tang

    Supply chain network considerations for e-retail of luxury goods in Canada

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    Thesis (M. Eng. in Logistics)--Massachusetts Institute of Technology, Engineering Systems Division, 2012.Cataloged from PDF version of thesis.Includes bibliographical references (p. 85-89).The Internet has changed the way people purchase goods in the 21st century: many types of goods and services have become available online. Luxury goods followed this trend after an initial delay, primarily due to the nature of these goods. At the time of the preparation of this document, there were no proven guidelines for building the most successful e-retail website for luxury goods from the brand management and profitability perspectives. Ralph Lauren (RL) is an established American brand, well known for quality and consistent style in the following categories: clothing for women, men, and children; home goods, accessories; and fragrances. RL Corporation houses many labels that constitute premium and luxury offerings. RL currently sells through the Internet in many countries, in addition to countless company owned stores, 9 flagship stores, department stores and boutiques distributed around the world. To continue growth, RL wants to launch an e-retail website for Canada. This thesis aims to provide supply chain network considerations for the successful operation of the Canadian e-retail website for RL. These considerations stem from a careful look into potential luxury website characteristics that would meet the company objective of elevating the brand towards the luxury category. It is recommended that RL secure expansion capacity that will likely be necessary for B2C operation at its Toronto distribution center (DC). In addition, material handling equipment that will process a high volume of small orders should be placed in this DC. The Vancouver cross-docking facility could be expanded in the future as prompted by sales volume and coupled with a DC to cater to the West Coast of Canada. Also, it is recommended that advanced customer tracking systems and databases be employed, especially to determine high value customers for tailored offerings in the luxury segment.by Dilek Tansoy and Yi Linn Teo.M.Eng.in Logistic
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