Making sense of service recovery in higher education institutions : exploring the relationship between perceived justice and recovery satisfaction

Purpose: This paper aims to explore the relationship between perceived justice and recovery satisfaction in higher education institutions. Design/Methodology/Approach: Responses were collected from a purposive sample of 430 full-time students across three public higher education institutions in South Africa using a self-administered questionnaire. Findings: Based on the data collected, perceived justice viz. interactional and distributive justice is found to have a significant and positive correlation with recovery satisfaction whereas procedural justice has an insignificant and positive correlation with recovery satisfaction. Practical Implications: The results of this study could prove useful to higher education institutions to ensure that fairness is provided to students during the service recovery process. Furthermore, it offers an opportunity for higher education institutional management to review policies and procedures so that they are responsive to the various needs of students. Originality/Value: This study makes the first attempt to model perceived justice and recovery satisfaction in the South African higher education sector.peer-reviewe

The effect of financial technology on money demand : evidence from selected African states

Purpose: The study sought to test the effect of financial technology on money demand in selected African states. The study drew from the fact that there is significant latent demand for digital payments in many markets of sub-Saharan Africa, and widespread consumer acceptance of mobile-communications technology is highly encouraging. The study sought to examine the effect of technology, among other things, on money demand. Design/Methodology/Approach: The study used panel data and a GMM panel technique to analyse the study’s findings. Findings: Results showed that all variables that captured financial technology have a negative effect with money demand (MD). Both Mobile Subscriptions (MS) and ATM (Automated Teller Machines) have a negative relationship with money demand (MD). Practical implications: Based on the results obtained in this study, the study recommended that Central Banks need to monitor and predict the consequences of financial innovations. As African states proceed with reforms of its financial sector, the stability of the demand for money would have to be reexamined and instruments of the Central Bank modified to ensure an effective control of money demand. Originality/Value: A little has been done on the effect of technological developments on money demand in Africa. An understanding of the way technological developments may positively or negatively impact on money demand may guide Central banks in adopting and implementing appropriate monetary policies and actions.peer-reviewe

Детермінанти застосування маркетингу в соціальних мережах на малих, середніх та мікропідприємствах під час пандемії Covid-19

Purpose: This study aims at assessing the determinants of Social Media Marketing adoption in small, medium and micro enterprises (SMMEs) during the Covid-19 pandemic. Design / Method / Approach: The study seeks to understand the viewpoints and motives for employing social media campaigns. Thus, a structured quantitative questionnaire was provided to 150 respondents to assess social media marketing in their firms, using convenience sampling. A descriptive analysis of data was undertaken using the SPSS. Findings: The study's findings showed that most respondents agreed with items related to Social Media Marketing’s facilitating conditions, perceived ease of use, perceived usefulness and cost implications. Theoretical Implications: The study contributes to the extant literature on Social Media Marketing during the Covid-19 pandemic in the developing world, wherein poor infrastructure, bureaucracy and culture play an important role in business performance. Practical Implications: SMME owners and managers should encourage their employees and customers to use social media regularly in order to drive traffic towards the business. Originality / Value: The study is unique as it analyses Social Media Marketing during a turbulent time in which the Covid-19 pandemic is wreaking havoc on economies globally. Research Limitations / Future Research: Researchers should consider analysing the effect of Covid-19's lockdown restrictions on specific sectors in an attempt to facilitate tailor-made solutions to the problem. Paper type: EmpiricalPurpose: This study aims at assessing the determinants of Social Media Marketing adoption in small, medium and micro enterprises (SMMEs) during the Covid-19 pandemic. Design / Method / Approach: The study seeks to understand the viewpoints and motives for employing social media campaigns. Thus, a structured quantitative questionnaire was provided to 150 respondents to assess social media marketing in their firms, using convenience sampling. A descriptive analysis of data was undertaken using the SPSS. Findings: The study's findings showed that most respondents agreed with items related to Social Media Marketing’s facilitating conditions, perceived ease of use, perceived usefulness and cost implications. Theoretical Implications: The study contributes to the extant literature on Social Media Marketing during the Covid-19 pandemic in the developing world, wherein poor infrastructure, bureaucracy and culture play an important role in business performance. Practical Implications: SMME owners and managers should encourage their employees and customers to use social media regularly in order to drive traffic towards the business. Originality / Value: The study is unique as it analyses Social Media Marketing during a turbulent time in which the Covid-19 pandemic is wreaking havoc on economies globally. Research Limitations / Future Research: Researchers should consider analysing the effect of Covid-19's lockdown restrictions on specific sectors in an attempt to facilitate tailor-made solutions to the problem. Paper type: EmpiricalМета роботи: ДДане дослідження спрямоване на оцінку визначальних факторів прийняття маркетингу в соціальних мережах малими, середніми та мікропідприємствами (SMMEs) під час пандемії Covid-19. Дизайн / Метод / Підхід дослідження: Дослідження спрямоване на розуміння точок зору та мотивів використання кампаній у соціальних мережах. Таким чином, 150 респондентам було надано структуроване кількісне запитання для оцінки маркетингу соціальних медіа в їх фірмах, використовуючи зручну вибірку. Описовий аналіз даних було проведено з допомогою SPSS. Результати дослідження: Результати дослідження показали, що більшість респондентів погодилися з пунктами, пов’язаними з умовами полегшення маркетингу в соціальних мережах, сприйнятою простотою використання, сприйнятою корисністю та витратами. Теоретична цінність дослідження: Дослідження робить внесок у існуючу літературу з маркетингу в соціальних мережах під час пандемії Covid-19 у країнах, що розвиваються, де нерозвинена інфраструктура, бюрократія та культура відіграють важливу роль в ефективності бізнесу. Практична цінність дослідження: Власники та менеджери SMME повинні заохочувати своїх співробітників та клієнтів регулярно користуватися соціальними мережами, щоб залучити трафік до бізнесу. Оригінальність / Цінність дослідження: Дослідження є унікальним, оскільки воно аналізує маркетинг у соціальних мережах у неспокійний час, коли пандемія Covid-19 завдає шкоди економіці у всьому світі. Обмеження дослідження / Майбутні дослідження: Дослідникам слід розглянути можливість аналізу впливу обмежень блокування Covid-19 на конкретні галузі, намагаючись знайти індивідуальні рішення проблеми. Тип статті: Емпірични

The challenges in employing digital marketing as a tool for improving sales at selected retail stores in the transkei region

During the last decade, the internet has introduced the information age and electronic commerce (e-Commerce) to millions of individuals worldwide, even those living in rural places, thus providing companies with an alternative platform for customer contact than brick-and-mortar stores. Therefore, businesses must alter their conventional marketing techniques and develop new approaches to engage consumers on the platforms where they want to connect and make purchases. This study assessed the perceived challenges in using Digital Marketing to boost sales at retail stores in the Transkei region. A qualitative and exploratory research design was used to collect data from store managers through face-to-face interviews. A non-probability sampling technique, known as purposive sampling, was employed to identify 14 store managers based on their knowledge of the subject matter. The findings of this study show that several factors, such as government legislation [the Protection of Personal Information (POPI) Act of 2016], which states that customers cannot be contacted without their express consent; customers' perceptions; poor connectivity in rural areas; costs and angry customer responses are some of the retailers'challenges in employing Digital Marketing. This research could assist the management of retail stores to comprehend the company's challenges and facilitate the implementation of Digital Marketing initiatives to improve service quality, especially during this period of the Covid-19 pandemic. This study has contributed to the Digital Marketing literature in developing countries and laid the groundwork for future research

Vehicle brand perception among generation X in the South African higher education sector

This study sought to ascertain the general perceptions regarding the significance attributed to various passenger motor vehicle brands among Generation X, a demographic group that constitutes most car purchasers. The research was carried out in the province of KwaZulu-Natal, where data was gathered from four higher education institutions. A study was conducted utilising a quantitative, descriptive, and cross-sectional research design. The survey method was employed to collect data from a sample of 400 individuals affiliated with a university as either staff or students belonging to the Generation X cohort. The data was analysed using descriptive statistics by means of the SPSS version 23. The research examined distinct brand dimensions, specifically focusing on factors associated with quality, value, personal and group identity, status, and family traditions. The results of this study indicate that a significant proportion of the participants expressed agreement with the notion that their selection of a vehicle brand was influenced by factors such as perceived quality, value, individual and collective identity, social status, and family traditions This study could provide valuable insights to scholars, professionals in the industry, and motor vehicle brand manufacturers, enabling them to develop a comprehensive comprehension of the challenges faced within the industry, academia, and consumer domain pertaining to the perceptions surrounding various motor vehicle brands. Moreover, the results of this research can serve as a valuable tool for identifying a more suitable marketing approach to enhance consumer attitudes towards automotive brands

The impact of Customer Relationship Management (CRM) on a beer manufacturing company’s sales performance

The shift away from an economy focused on transactions and towards one based on relationships has taken place worldwide, and this movement can be observed quite plainly in South Africa's business environment. Individualized customer care is becoming an increasingly important factor for customers who now have higher expectations than before. Therefore, this study analysed the impact of customer relationship management (CRM) on a beer manufacturing company’s sales performance. A quantitative, cross-sectional descriptive research design was adopted to collect data from a stratified random sample of 172 liquor outlet owners within the Durban region. The respondents can be categorised as retailers, distributors, On-Con and Off-Con. The findings show that customers were generally satisfied with the trading environment, order placing, delivery and information sharing. The use of data analytics and technology in general should be put at the forefront of any effective customer relationship management (CRM) solution for the firm. This might be a very helpful tool for organization in its attempts to mould its business environment to better suit the expectations of its customers and clients. This study has contributed to the literature on customer relationship management in the manufacturing sector, with specific reference to South Africa

Governance of state-owned companies in the energy sector of South Africa: peculiarities and challenges

Ubiquitous political interference, especially from the governing African National Congress through cadre deployment practice of patronage, has undermined strategic and operational efficacy within state-owned entities such as ESKOM, contributing to loadshedding due to the unavailability of electricity for many hours daily. A critical analysis is undertaken through desktop literature review and document analysis to juxtapose institutional performance between ESKOM as a non-performing state-owned entity and TELKOM as a performing state entity in meeting performance objectives and strategic goals to contribute to the National Development Plan of creating an economically viable and capable state in South Africa. The study aims to contribute to deepening debates and public discourse about strengthening performance efficacy within public sector institutions and entities and towards achieving the strategic goals of the National Development Plan of building a capable and capacitated South African developmental state

Factors determining the marketing of products to townships amongst SMEs within the retail sector

The needs of the customers residing in townships are generally met by informal retailers operating spaza and tuck shops. These retailers sell personal and household products such as cooking oil, sugar, maize flour, snacks, soap, paraffin, candles, matches, disinfectants, cigarettes, and prepaid airtime for mobile phones. However, several factors determine the success and marketing of these products to townships by retailers. Therefore, this study sought to analyse the factors determining the marketing of products to townships amongst Small and Medium Enterprises (SMEs) within the retail sector. Thus, a literature review was conducted to collect information to identify factors determining the marketing of products to townships amongst SMEs within the retail sector using several databases. The year 2012 signaled the commencement of an organised search for publications that were pertinent to the topic. The researcher searched for journals published on township retail and marketing using buzzwords relevant to the current study. The findings of this study show that the following are marketing factors: product quality, product price, customer satisfaction, customer loyalty, and customer service. Non-marketing factors encompass competition, the transport system, road infrastructure, security, licensing and regulatory requirements, and business location. Therefore, retailers are asked to pay particular attention to these factors because they are crucial to marketing and achieving a competitive advantage

Impact of socio-demographic variables on entrepreneurship intention in the Higher Education sector

Entrepreneurship is crucial for both growing the economy and decreasing the crushing effects of poverty and unemployment. Consequently, higher education institutions have a critical role to play in inculcating entrepreneurial skills in students who may find it challenging to gain employment. This research examined the impact of socio-demographic variables (age, gender, level of study, academic discipline, race and nationality) on entrepreneurship intention. A descriptive quantitative research design was adopted to collect data from a simple random sample of 332 higher education students. This study's findings show no significant difference amongst the respondents in terms of gender, age, race and entrepreneurial intention. On the other hand, the results revealed a statistically significant difference between the respondents' nationality, academic discipline, level of study and entrepreneurship intention. Therefore, higher education institutions should pay attention to the demographics of students to avoid prejudices and to have targeted interventions that will arouse their interest in entrepreneurship. The findings of this study could assist institutional managers and policy-makers in putting in place strategies that could help higher education students actively participate in entrepreneurial activities on campus and treat entrepreneurship as an alternative career

Service failure and complaints management in higher education institutions

The higher education sector has evolved over the past decade due to the ever-changing needs of students who are its primary customers. As a result, most students have to deal with unmet expectations which subsequently lead to service failure. Even though service failure cannot be eliminated, higher education institutions are expected to provide an effective complaints management system to resolve student problems and service failure incidents. This study analyzed service failure and complaints management in higher education institutions. A quantitative, descriptive, and cross-sectional study was undertaken using 430 full-time students across three public universities in South Africa. The findings of this study showed that students encounter various forms of service failures in institutions of higher learning with the majority experiencing service failures in respect of funding and academic registration. Also, most of the students were generally satisfied with the complaints management system. Thus, this study can help institutional managers to understand service failure incidents confronting the sector. Furthermore, the study provides an opportunity for institutional managers to assess the effectiveness of the complaints management system and make improvements to ensure a better student experienc