Electronic service quality and customer satisfaction in South African online stores: The role of psychographics on perceptions

Philosophiae Doctor - PhDIn recent years, the South African online shopping industry has experienced remarkable growth which has attracted multi-national online stores to operate in the South African market thus creating competitive pressure for domestic online stores. Consequently, this presence of competition from well-resourced and recognisable online store brands it is critical that domestic online stores adopt measures to protect their competitive positions and to pursue competitive advantage. An adoption of a customer-centred approach focused on increasing customer satisfaction is one strategy for online stores to consider. This study had as its primary objective to develop a theoretical model of psychographic influences on customer satisfaction with electronic service quality. The associated objectives were to develop a theoretical model to (i) assess online shopping customers’ perceptions of electronic service quality, (ii) illustrate the effect of electronic service quality on customer satisfaction, (iii) measure the effect of customer satisfaction on customer behavioural intentions, and (iv) determine how customers’ perceptions of electronic service quality differ across different customer psychographic profiles. A quantitative descriptive cross sectional study was conducted to address the research objectives. Data was collected through a questionnaire from a sample of 344 South African online store customers. Statistical descriptive and inferential analyses were performed including mean values, structural equation modelling and analysis of variance. The findings included that, i) customers have negative perceptions of electronic service quality in South African online stores, ii) the constructs of electronic service quality, efficiency and contact, have a significant positive effect on customer satisfaction, iii) customer satisfaction has a significant positive effect on customer behavioural intentions, and iv) a significant difference in the perceptions of electronic service quality was found to exist among customers with different psychological profiles. Based on the study findings it is recommended that South African online stores should improve electronic service quality and apply market segmentation on the basis of customer psychological profiles in order to gain competitive advantage

An Empirical Appraisal of Electronic Service Quality, Customer Satisfaction and Behavioral Intentions within Online Shopping in South Africa

Over the years, service quality has been a topic that has continued to garner a lot of interest. This study sought to appraise electronic service quality, customer satisfaction, and behavioral intentions in online shopping in South Africa. A unique conceptual model was developed to investigate the factors that led to customer loyalty, positive word-of-mouth, and ultimately repurchase intention toward goods online. This study aims to determine the influence of e-service quality on customer satisfaction and behavioral intentions in online shopping in South Africa. Non-probability sampling was used to select the participants. A structured questionnaire, based on the conceptual model, was developed and distributed online. A total of 307 usable response questionnaires were collected, and descriptive and regression analyses were conducted using SPSS 27. The major findings indicate that customer satisfaction and positive word of mouth are closely associated. The implication is that marketing practitioners should pay more attention to customer behavior after receiving services

Data on occupational health and safety strategies influencing the reduction of corona-virus in South Africa

This data article describes raw statistics on occupational health and safety strategies influencing the reduction of coronavirus in South Africa. The purpose of this research was to investigate factors that could potentially influence the reduction of the spread of COVID-19 in a municipality setting. The following independent constructs are explored: physical wellness, psychological wellness, Intellectual wellness, intellectual wellness, emotional wellness and social wellness. In addition to the individual dependent variables, the influence of these constructs on the reduction of COVID-19 transmission and employee performance at a selected municipality was tested. Hypotheses emerged from the proposed influence of each of these constructs on reduction of COVID-19 transmission at a municipality. Smart PLS was used to measure the impact of the proposed hypotheses of the research. In order to describe data on the respondents’ characteristics, SPSS and SMART PLS was used to generate the relevant statistics. The data generated for this research could potentially advise on how healthy and safety strategies could contribute to lowering the transmission of COVID-19 at a municipality.http://www.elsevier.com/locate/dibhj2020Marketing Managemen

From selected multi-sensory dimensions to positive word of mouth : data on what really drives generation z consumers to be attached to quick service restaurants in Bloemfontein, South Africa?

This article presents raw inferential statistical data that determined the how selected multi-sensory dimensions such as sight, sound and smell would influence consumer attitudes towards quick-service restaurants, restaurant patronage intention, food purchase decision, food consumption satisfaction, restaurant attachment, repurchase intention and positive word of mouth in South African quick-service restaurants. To test the conceptual model an online questionnaire was used to collect data from Generation Z restaurant consumers within the metropolitan area of Bloemfontein, South Africa. The data were analysed using a quantitative approach. Reliability and validity were confirmed. The data was presented using Structural Equation modeling (SEM) using the Smart PLS program. The analysis of the SEM path shows estimates of the interconnectivity of the major constructs in the data. The findings from this dataset show that sight, sound and smell had on consumer attitudes towards quick-service restaurants and restaurant patronage intention. In addition, consumer attitudes towards quick-service restaurants and restaurant patronage intention had a positive influence on food purchase decisions. Food purchase decisions positively and significantly influenced food consumption satisfaction. Additionally, food consumption satisfaction positively and significantly influenced restaurant attachment, repurchase intention and positive word of mouth. Furthermore, restaurant attachment had a positive influence on repurchase intention and repurchase intention had a positive influence on positive word of mouth. Moreover, surprisingly, restaurant attachment had a negative and an insignificant influence on positive word of mouth.http://www.elsevier.com/locate/dibhj2020Marketing Managemen

A Hand to Mouth Existence: Hurdles Emanating from the COVID 19 Pandemic for Women Survivalist Entrepreneurs in Johannesburg, South Africa

There are many women survivalist entrepreneurs in South Africa, many of whom work in the informal sector. The emergence of theCOVID-19 pandemic has a devastating effect on their entrepreneurial projects. While both the public and private sectors have initiated various measures to ease the blow, obstacles continue to confront them. This study sought to examine the challenges faced by women survivalist entrepreneurs in South Africa’s Johannesburg metropolitan area. The researchers gathered qualitative data using a qualitative research approach by conducting semi-structured face-to-face interviews. The data was analysed using thematic analyses. The themes that emerged from the findings include; a lack of capital for reinvestment, no government grant support, a decline in the demand for products by the market, rotting agricultural produce or stock, a battle for strategic selling points and numerous confrontations with police as a result of not meeting the regulatory rules relating to COVID-19. The present research provides theoretical implications for academics in entrepreneurship by enhancing the understanding of the hurdles that these entrepreneurs have experienced because of COVID-19. On the practitioners’ side, this work offers avenues for women survivalist entrepreneurs to improve their entrepreneurial ventures and eventually eliminate the challenges they face when running their ventures. This study also offers policy implications. For example, existing government policies can be amended to make the working conditions of women survivalist entrepreneurs better or make the rules under which they operate simpler. This study contributes to entrepreneurship literature by uncovering the difficulties faced by women survivalist entrepreneurs due to the COVID-19 pandemic. It will assist other scholars in further developing this research field. As such, this research is important for women survivalist entrepreneurs because most of them endeavour to enhance entrepreneurial performance for the betterment of their lives. Governments may also use the study to develop interventions aimed at facilitating the growth and development of women survivalist entrepreneurs. Keywords: COVID-19; Entrepreneurs; Entrepreneurship; Women; Survivalis

A clean audit and service delivery comparative study of two municipalities in Mpumalanga province in South Africa

In recent years, most South African (SA) municipalities still need to produce clean audits. In 2018 and 2019, most municipalities in SA needed better-quality financial statements and performance reports. Misrepresentation of financial statements in audit reports is linked to inadequate governance, misappropriation of public funds and poor public service delivery. It is upon this background that this study aimed to: (i) assess perceptions of municipality middle management employees on factors affecting auditing, (ii) evaluate the differences in perceptions among municipality middle management employees on factors affecting auditing, (iii) measure the effect of factors affecting auditing on overall clean audit and (iv) establish the effect of clean audit on service delivery at two municipalities in Mpumalanga province. Using a structured questionnaire, a quantitative descriptive approach methodology was employed to collect data from a minimum sample of 294 employees in the middle management category working within the accounting and finance department at two municipalities in Mpumalanga province, SA. SPSS v28 was used to conduct descriptive and multivariate analyses, including mean, analysis of variance (ANOVA), correlation, and regression analysis. Results indicated that employees from the clean audit municipality had positive perceptions of factors affecting clean audit, while employees from the municipality with an unclean audit had negative perceptions. It was also concluded that factors affecting auditing had a statistically significant positive effect on clean audits. The findings in this study led to significant implications for theory and practice

A clean audit and service delivery comparative study of two municipalities in Mpumalanga province in South Africa

In recent years, most South African (SA) municipalities still need to produce clean audits. In 2018 and 2019, most municipalities in SA needed better-quality financial statements and performance reports. Misrepresentation of financial statements in audit reports is linked to inadequate governance, misappropriation of public funds and poor public service delivery. It is upon this background that this study aimed to: (i) assess perceptions of municipality middle management employees on factors affecting auditing, (ii) evaluate the differences in perceptions among municipality middle management employees on factors affecting auditing, (iii) measure the effect of factors affecting auditing on overall clean audit and (iv) establish the effect of clean audit on service delivery at two municipalities in Mpumalanga province. Using a structured questionnaire, a quantitative descriptive approach methodology was employed to collect data from a minimum sample of 294 employees in the middle management category working within the accounting and finance department at two municipalities in Mpumalanga province, SA. SPSS v28 was used to conduct descriptive and multivariate analyses, including mean, analysis of variance (ANOVA), correlation, and regression analysis. Results indicated that employees from the clean audit municipality had positive perceptions of factors affecting clean audit, while employees from the municipality with an unclean audit had negative perceptions. It was also concluded that factors affecting auditing had a statistically significant positive effect on clean audits. The findings in this study led to significant implications for theory and practice

Employee Organisational Commitment and the Mediating Role of Work Locus of Control and Employee Job Satisfaction: The Perspective of SME Workers

In Southern Africa, employees play a critical role in the growth of small and medium enterprises (SMEs). As a result, SMEs’ effectiveness depends on the presence of virtuous workplace spirituality and procedural justice, which affects work locus of control, employee job satisfaction, and employee organisational commitment. The researchers looked at how work locus of control, employee job satisfaction, and employee organisational commitment were influenced by workplace spirituality and procedural justice among SME employees in Harare, Zimbabwe. The study data was quantitatively analysed. According to the results, workplace spirituality, procedural justice, and work locus of control all play a role in enhancing employee job satisfaction and commitment. The relationship between workplace spirituality, procedural justice, and employee organisational commitment was positively influenced by work locus of control and employee job satisfaction. The findings of this study are expected to provide valuable insights into the unique key determinants affecting work locus of control, employee job satisfaction, and employee commitment to the organisation