Developing An Online Shopping Value Framework For Consumers Of Non-Store Fashion Brands

The explosion of the Internet has considerably transformed the fashion industry, by providing a substitute for traditional retail marketing formats. As such, the theory on customer value has taken pre-eminence in determining consumers’ behavioural intentions. The main objective of this study was to examine the possible existence of relationships between consumer perceived value, attitudes and the related e-purchase consequence variable. The study followed a quantitative survey approach in which 206 experienced Internet users of online shopping in South Africa. Data were analysed through Principal Component Analysis using Varimax rotation, nonparametric correlation analysis and regression analysis. Three dimensions were extracted, namely: utilitarian value (?=.852), hedonic value (?=.901) and social engagement value (?=.925) in order of performance on the mean score ranking results. Moreover, the Pearson correlation results indicated that online shopping value dimensions positively influenced attitude and consequently, e-purchase intentions among shoppers. Furthermore, regression analysis results showed that brand attitude played an important moderating role between value and e-purchase intentions. The variables investigate in this study constitute a central differentiation factor which impacts on attitude evaluations, intention to purchase as well as the willingness to visit the website and share this experience with others. The study is important in that, at the micro-level, e-retailers can tailor the identified dimensions towards improving the shopping experience among specific online market segments. At the macro-level, identifying the online shopping value dimensions would provide fashion marketers with a basis for developing an inclusive marketing differentiation strategy for their non-store brands

The Use Of M-Payment Services In South Africa: A Value Based Perceptions Approach

Business is transforming at an exponential rate and mobile technology is considered to be a key driver in this economic revolution. Despite the efforts of many businesses in making extensive investments in resources to enhance service experience, long-term post-adoption of mobile payment services by consumers still remains an elusive dream. In particular, researches that align South African customers’ value perceptions of M-payment usage are scarce. It appears then, that if service providers cannot retain users and facilitate continuance usage along M-payment platforms; they might fail to recover the initial development costs and eradicate the valuable gains derived from turning the M-payment story into a winning success. Therefore, since M-payment post-adoption has not been as rapid or widespread as expected, this study aimed to examine consumers’ perceptions of M-payment value and the corresponding influence on e-service trust, user satisfaction and continuance intention to use M-Payment platforms. The study followed a quantitative survey approach in which data were collected from a sample of 269 M-payment users in South Africa. Structural Equation Modelling software Smart PLS was applied to ascertain the model fit. The results of this study found strong support for positive and significant relationships between value, trust, satisfaction and continuance intentions. Service providers are challenged to utilise value and trust-formation elements as the central differentiation factors which unsurprisingly impact on satisfaction evaluations and ultimately, the users’ willingness to continue enjoying the M-payment service experience into the future. Thus, the confluence between financial institutions, mobile network operators as well as businesses is compelled to give prominence toward creating holistic value-based user experiences along the mobile platform.

A second chance to serve South African private banking consumers: the role of post-transgression forgiveness

While service failure is inevitable in the banking sector, the manner in which service recovery efforts are expedited poses vital implications for organizations vested in profitable relationships with their clients. In this vein, this study investigates the significance of post-transgression forgiveness in defining the resultant satisfaction levels of customers. A structured questionnaire was self-administered among 371 premium banking customers. The findings point to the salience of selected service recovery efforts towards the forgiveness inclinations and ultimate satisfaction levels of banking customers. In particular, both bank reciprocity norms (ß=0.459; p<0.000) and extra-role behavior (ß=0.348; p<0.000) positively influence post-transgression forgiveness by customers. On the other hand, extra-role behavior (ß=0.407; p<0.000) and forgiveness (ß=0.373; p<0.000) positively influence bank service satisfaction. Nevertheless, bank reciprocity was found to have a positive influence on extra-role behavior (ß=0.548; p<0.000) in this study. The findings suggest the need for the development of a prescribed set of guidelines and bank procedures to support personalized service recovery efforts in the wake of service failures

The linkage between work-related factors, employee satisfaction and organisational commitment: Insights from public health professionals

Orientation: The public health sector in South Africa faces a number of human resource– related inundations. Solving these challenges requires the provision of empirically derived information on these matters. Research purpose: This study investigated the relationship between three work-related factors, person-environment fit, work-family balance and perceived job security, and employee satisfaction and organisational commitment. A conceptual framework that links these factors is proposed and tested. Motivation for the study: The prevalence of employee-related challenges involving public health professionals, as evidenced through industrial action and high labour turnover, amongst others, demands further research in order to generate appropriate solutions. Research approach, design and method: A quantitative design using the survey approach was adopted. A six-section questionnaire was administered to a stratified sample of 287 professionals in three public health institutions in Gauteng, South Africa. Data was analysed using descriptive statistics, exploratory factor analysis, Pearson’s correlation analysis and regression analysis. Main findings: Job security and person-environment fit both positively correlated with and predicted employee satisfaction. The association between work-family balance and employee satisfaction was weak and showed no significant predictive validity. Employee satisfaction was strongly correlated to and predicted organisational commitment. Practical/managerial implications: The findings of the current study may be used by managers in public health institutions to improve the level of organisational commitment amongst professionals in the sector, thus preventing further employee-related challenges that negatively affect the provision of outstanding public health services. Contribution: The study provides current evidence on how both work-related and humanrelated factors could contribute to the prosperity of the public health sector, both at micro and macro levels. The study also provides updated insights into the interplay between these factors in the context of South Africa, thereby addressing a research gap in this subject

The Relationships among Service Quality, Trust, User Satisfaction and Post-adoption Intentions in M-payment Services

The major interest of businesses is continued usage of services, which is sustainable in the long-term. Surprisingly, post-adoption usage of technology has seldom received attention from researchers, particularly within the context of mobile payment services although this component is considered the most significant element as it translates into user’ retention rates, culminating into loyalty towards the service provider. This study addressed the knowledge gap in the area of M-payment post-adoption in general and also in South Africa, specifically. The purpose of this study therefore, was to fill this void by examining the influence of service quality on continuance intentions and the mediating role of M-payment trust and user satisfaction. The study followed a quantitative survey approach in which data were collected from a sample of 269 experienced M-payment users based in South Africa. Five hypotheses were posited and a model was tested using Structural Equation Modelling software LISREL to ascertain the model fit. The study provides strong support for positive and significant relationships between service quality with trust (

The relationship between extrinsic motivation, job satisfaction and life satisfaction amongst employees in a public organisation

Orientation: There is much research on extrinsic motivation, job satisfaction and life satisfaction in organisations. However, empirical evidence on how such factors affect employees in public organisations in developing countries is lacking. Research purpose: To examine the relationships between extrinsic motivation, job satisfaction and life satisfaction amongst employees in a public organisation. Motivation for the study: Labour strife is an endemic phenomenon in South Africa’s public sector as evidenced by the high incidences of industrial action and labour turnover. This study contributes to this subject by identifying the extrinsic factors that could be optimised with a view to enhancing job and life satisfaction amongst government employees. Research approach, design and method: The study used the quantitative research survey approach: a questionnaire was administered to 246 employees in a South African public organisation. Extrinsic motivation factors were identified using principal components analysis. Mean score ranking was used to compare the relative importance of all factors. The conceptual framework was tested using Spearman’s rank correlation analysis and linear regression analysis. Main findings: Statistically significant relationships were observed between job satisfaction and four extrinsic motivation factors: remuneration, quality of work life, supervision and teamwork. The relationship with promotion was insignificant, but a statistically significant relationship was established with life satisfaction. Practical/managerial implications: The findings may be used to implement strategies for enhancing employee performance and industrial relations within public organisations. Contribution/value-add: The study provides evidence of the interplay between extrinsic motivation, job satisfaction and life satisfaction for public servants in developing countries