Contract compliance in procuring and disposing entities (PDES) in state departments in Uganda: subtitle if needed. If no subtitle follow instructions in manual
- Authors: Babirye, Hamidah
- Date: 2021-04
- Subjects: Communication , Records -- Management , Public contracts -- Uganda
- Language: English
- Type: Doctoral theses , text
- Identifier: http://hdl.handle.net/10948/50933 , vital:43173
- Description: Contract compliance has continuously played a vital role in the development of nations globally. It is important, because it enhances the efficiency and success of projects; ensures value for money; mitigates risks and saves a considerable amount of time and resources. Despite its importance, projects continue to fail due to poor communication, untimely deliveries, poor quality deliveries and the lack of a suitable compliance environment. This study helped to address the aforementioned challenges by creating an enabling environment for contract compliance in procuring and disposing entities (PDEs) in state departments in Uganda. The purpose of this study was to determine the enabling factors necessary for contract compliance and how it can be effectively used to assist PDEs in the Ugandan context. This purpose was achieved through a qualitative research approach that provided insights into the need for contract compliance among PDEs and the perceptions thereof; the contract compliance processes; challenges associated with contract compliance and the factors to be considered when creating an enabling environment for contract compliance. Data was gathered from telephonic interviews with twenty one participants and focus group discussions via the Zoom online platform with eight participants, bringing the total number of participants to twenty nine. Participants included auditors, accounting officers, heads of finance departments, heads of procurement departments and procurement officers. Data was collected using an interview guide and analysed by means of content and thematic analyses. A conceptual framework for creating a suitable environment for contract compliance in PDEs was developed. Findings indicate that the critical factors for creating an enabling environment include: communication; reporting; records management; institutional structure; compliance checks; enforcement; a legal and regulatory framework; and evaluation. Other factors include: stakeholder involvement; contract management; funding; openness; ethical orientation; and capacity building. The proposed conceptual framework serves as a valuable resource for researchers and practitioners, especially those involved in public procurement. , Thesis (DPhil) -- Faculty of Business and Economic Sciences, Business Management, 2021
- Full Text:
- Date Issued: 2021-04
- Authors: Babirye, Hamidah
- Date: 2021-04
- Subjects: Communication , Records -- Management , Public contracts -- Uganda
- Language: English
- Type: Doctoral theses , text
- Identifier: http://hdl.handle.net/10948/50933 , vital:43173
- Description: Contract compliance has continuously played a vital role in the development of nations globally. It is important, because it enhances the efficiency and success of projects; ensures value for money; mitigates risks and saves a considerable amount of time and resources. Despite its importance, projects continue to fail due to poor communication, untimely deliveries, poor quality deliveries and the lack of a suitable compliance environment. This study helped to address the aforementioned challenges by creating an enabling environment for contract compliance in procuring and disposing entities (PDEs) in state departments in Uganda. The purpose of this study was to determine the enabling factors necessary for contract compliance and how it can be effectively used to assist PDEs in the Ugandan context. This purpose was achieved through a qualitative research approach that provided insights into the need for contract compliance among PDEs and the perceptions thereof; the contract compliance processes; challenges associated with contract compliance and the factors to be considered when creating an enabling environment for contract compliance. Data was gathered from telephonic interviews with twenty one participants and focus group discussions via the Zoom online platform with eight participants, bringing the total number of participants to twenty nine. Participants included auditors, accounting officers, heads of finance departments, heads of procurement departments and procurement officers. Data was collected using an interview guide and analysed by means of content and thematic analyses. A conceptual framework for creating a suitable environment for contract compliance in PDEs was developed. Findings indicate that the critical factors for creating an enabling environment include: communication; reporting; records management; institutional structure; compliance checks; enforcement; a legal and regulatory framework; and evaluation. Other factors include: stakeholder involvement; contract management; funding; openness; ethical orientation; and capacity building. The proposed conceptual framework serves as a valuable resource for researchers and practitioners, especially those involved in public procurement. , Thesis (DPhil) -- Faculty of Business and Economic Sciences, Business Management, 2021
- Full Text:
- Date Issued: 2021-04
Customer perceptions on Customer Relationship Management (CRM) and its possible influence on Revenue Management (RM) at a selected water board in South Africa
- Authors: Manyonganise, Joshua Anesu
- Date: 2021-04
- Subjects: Customer relations -- Management , Revenue management -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Municipal services -- South Africa -- Eastern Cape , Water-supply -- South Africa -- Eastern Cape , Amatola Water (Utility) , South Africa. National Water Act, 1998
- Language: English
- Type: thesis , text , Masters , MCom
- Identifier: http://hdl.handle.net/10962/177214 , vital:42800
- Description: The primary activity of water boards is to provide water services (bulk portable, and bulk wastewater) to other water services institutions within its respective service areas. They may perform other activities under conditions set out in the Water Services Act of 1997. Water boards’ revenues come from the municipalities they deliver services to. Not all municipalities have been paying for the services delivered to them, which led to the aim of this study being to gauge the perceptions of Water Board X and Water Board X’s customers of selected Customer Relationship Management (CRM) factors (service quality, customer involvement, customer value, information technology, and management commitment) that may possibly influence Revenue Management (RM). This could possibly assist Water Board X in the future to improve its revenue and debt collection. This thesis employed an interpretivist qualitative research methodology to explore its research aims and objectives. Open-ended semi-structured interviews were conducted with thirteen participants from Water Board X and four municipalities which Water Board X provides services. The data collected from the interviews were analysed manually through thematic analysis. The outcome of the interviews noted that an organisation that delivered high levels of service quality to its customers, could possibly improve its RM as the customers are of the opinion that their needs and requirements have been met and would be willing to pay for the services rendered. It was furthermore found that an organisation that involves its customers could possibly improve its RM as the organisation constantly communicates with its customers during, for example, the different stages of a project to ensure that the organisation does not deliver a project that does not meet the customers’ requirements at the end of the project life cycle. In addition the use of information technology played a pivotal in an organisation as the use of information technology assisted to develop effective methods in customer relationship management such as, data management, improving communication within the organisation, and with the customers, and the decision making. Furthermore, this study suggested the importance for an organisation to add value to the services that they deliver and for an organisation’s management to be committed to ensure that their customers’ expectations and requirements are met. The findings of the study suggest that CRM factors (service quality, customer involvement, customer value, information technology, and management commitment) could influence RM, and it is suggested that Water Board X adopts CRM strategies accordingly to improve its RM. Some of these strategies include adopting a coherent and sustainable revenue strategy through the use of appropriate tariff structures that are simple, equitable, affordable, financially sustainable, and transparent for all; showing commitment by prioritising water loss management and by properly auditing water supplies and water treatment revenue while increasing efficiency in supply and revenue recovery as this allowed Water Board X to better serve its customers, improve its financial standing, and allocate funding for water infrastructure upgrades and to adopt technologies that are on the market as these technologies can detect leakages, manage payments, control water flow and transmit data. , Thesis (MCom) -- Faculty of Commerce, Department of Management, 2021
- Full Text:
- Date Issued: 2021-04
- Authors: Manyonganise, Joshua Anesu
- Date: 2021-04
- Subjects: Customer relations -- Management , Revenue management -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Municipal services -- South Africa -- Eastern Cape , Water-supply -- South Africa -- Eastern Cape , Amatola Water (Utility) , South Africa. National Water Act, 1998
- Language: English
- Type: thesis , text , Masters , MCom
- Identifier: http://hdl.handle.net/10962/177214 , vital:42800
- Description: The primary activity of water boards is to provide water services (bulk portable, and bulk wastewater) to other water services institutions within its respective service areas. They may perform other activities under conditions set out in the Water Services Act of 1997. Water boards’ revenues come from the municipalities they deliver services to. Not all municipalities have been paying for the services delivered to them, which led to the aim of this study being to gauge the perceptions of Water Board X and Water Board X’s customers of selected Customer Relationship Management (CRM) factors (service quality, customer involvement, customer value, information technology, and management commitment) that may possibly influence Revenue Management (RM). This could possibly assist Water Board X in the future to improve its revenue and debt collection. This thesis employed an interpretivist qualitative research methodology to explore its research aims and objectives. Open-ended semi-structured interviews were conducted with thirteen participants from Water Board X and four municipalities which Water Board X provides services. The data collected from the interviews were analysed manually through thematic analysis. The outcome of the interviews noted that an organisation that delivered high levels of service quality to its customers, could possibly improve its RM as the customers are of the opinion that their needs and requirements have been met and would be willing to pay for the services rendered. It was furthermore found that an organisation that involves its customers could possibly improve its RM as the organisation constantly communicates with its customers during, for example, the different stages of a project to ensure that the organisation does not deliver a project that does not meet the customers’ requirements at the end of the project life cycle. In addition the use of information technology played a pivotal in an organisation as the use of information technology assisted to develop effective methods in customer relationship management such as, data management, improving communication within the organisation, and with the customers, and the decision making. Furthermore, this study suggested the importance for an organisation to add value to the services that they deliver and for an organisation’s management to be committed to ensure that their customers’ expectations and requirements are met. The findings of the study suggest that CRM factors (service quality, customer involvement, customer value, information technology, and management commitment) could influence RM, and it is suggested that Water Board X adopts CRM strategies accordingly to improve its RM. Some of these strategies include adopting a coherent and sustainable revenue strategy through the use of appropriate tariff structures that are simple, equitable, affordable, financially sustainable, and transparent for all; showing commitment by prioritising water loss management and by properly auditing water supplies and water treatment revenue while increasing efficiency in supply and revenue recovery as this allowed Water Board X to better serve its customers, improve its financial standing, and allocate funding for water infrastructure upgrades and to adopt technologies that are on the market as these technologies can detect leakages, manage payments, control water flow and transmit data. , Thesis (MCom) -- Faculty of Commerce, Department of Management, 2021
- Full Text:
- Date Issued: 2021-04
Influence of product variables on consumers’ buying behaviour in the South African skin care industry
- Authors: Mabuyana, Brian
- Date: 2019
- Subjects: Consumer behavior -- South Africa , Product management Packaging Branding (Marketing)
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/40713 , vital:36229
- Description: The aim of this study was to develop, validate and test a hypothesised model on the product variables that can possibly influence consumers’ buying behaviour in the skin care industry in South Africa. The product variables that can possibly influence consumers’ buying behaviour are product attributes, product packaging, product labelling, product pricing and product branding. A positivistic quantitative research methodology was followed by collecting data with a structured, self-administered questionnaire using convenience and snowball sampling. The validity and reliability of the measuring instrument were confirmed by means of an Exploratory Factor Analysis (EFA) and the calculation of Cronbach’s alpha coefficients. A sample of 220 respondents was obtained. Descriptive statistics were provided to summarise the sample data. Pearson’s product moment correlations were calculated to establish the correlations between the variables used in this study. Multiple regression was performed to test the significance of the relationships hypothesised between the independent and dependent variables. A T-test and Analysis of Variance (ANOVA) tests were performed to assess the influence of demographic variables on respondents’ perceptions regarding the independent and dependent variables used. To establish significant differences between individual mean scores, post-hoc Sheffé tests were calculated, and practical significance was assessed by calculating Cohen’s d values. The multiple regression analysis indicated a positive significant relationship among the independent variables (Product attributes, Product packaging and Product branding) and the dependent variable (Consumer buying behaviour). The ANOVA tests indicated significant relationships between three demographic variables namely ethnicity, occupation and average spending and the dependent variable (Consumer buying behaviour). Black and White respondents and Asian and Coloured respondents had different perspectives regarding Product labelling and Product branding respectively when purchasing skin care products. Respondents with different occupations had different perspectives on Product packaging, Product branding and Consumer buying behaviour respectively. Consumers in two different spending groups had different perspectives on Consumer buying behaviour. This study has made a contribution to the shortage of literature on the impact of product variables on consumers’ buying behaviour in the skin care industry. The hypothesised model for this study assisted in understanding the influence of product variables (tangible and intangible) on consumers’ buying behaviour. As a result, this study provides recommendations and suggestions for role players in the skin care industry to ensure a positive image in the minds of consumers and to ultimately use product variables to positively influence the buying behaviour of consumers in the skin care industry.
- Full Text:
- Date Issued: 2019
- Authors: Mabuyana, Brian
- Date: 2019
- Subjects: Consumer behavior -- South Africa , Product management Packaging Branding (Marketing)
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/40713 , vital:36229
- Description: The aim of this study was to develop, validate and test a hypothesised model on the product variables that can possibly influence consumers’ buying behaviour in the skin care industry in South Africa. The product variables that can possibly influence consumers’ buying behaviour are product attributes, product packaging, product labelling, product pricing and product branding. A positivistic quantitative research methodology was followed by collecting data with a structured, self-administered questionnaire using convenience and snowball sampling. The validity and reliability of the measuring instrument were confirmed by means of an Exploratory Factor Analysis (EFA) and the calculation of Cronbach’s alpha coefficients. A sample of 220 respondents was obtained. Descriptive statistics were provided to summarise the sample data. Pearson’s product moment correlations were calculated to establish the correlations between the variables used in this study. Multiple regression was performed to test the significance of the relationships hypothesised between the independent and dependent variables. A T-test and Analysis of Variance (ANOVA) tests were performed to assess the influence of demographic variables on respondents’ perceptions regarding the independent and dependent variables used. To establish significant differences between individual mean scores, post-hoc Sheffé tests were calculated, and practical significance was assessed by calculating Cohen’s d values. The multiple regression analysis indicated a positive significant relationship among the independent variables (Product attributes, Product packaging and Product branding) and the dependent variable (Consumer buying behaviour). The ANOVA tests indicated significant relationships between three demographic variables namely ethnicity, occupation and average spending and the dependent variable (Consumer buying behaviour). Black and White respondents and Asian and Coloured respondents had different perspectives regarding Product labelling and Product branding respectively when purchasing skin care products. Respondents with different occupations had different perspectives on Product packaging, Product branding and Consumer buying behaviour respectively. Consumers in two different spending groups had different perspectives on Consumer buying behaviour. This study has made a contribution to the shortage of literature on the impact of product variables on consumers’ buying behaviour in the skin care industry. The hypothesised model for this study assisted in understanding the influence of product variables (tangible and intangible) on consumers’ buying behaviour. As a result, this study provides recommendations and suggestions for role players in the skin care industry to ensure a positive image in the minds of consumers and to ultimately use product variables to positively influence the buying behaviour of consumers in the skin care industry.
- Full Text:
- Date Issued: 2019
Factors influencing effective electronic word-of-mouth marketing
- Authors: Bhana, Lauren
- Date: 2017
- Subjects: Word-of-mouth advertising Internet marketing , Telemarketing Electronic commerce
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/14631 , vital:27806
- Description: Marketing serves to satisfy customer needs and wants while building strong customer relationships in an effort to gain value from customers in return. On understanding that customer satisfaction is needed for a business to survive and grow, the important role marketing plays within a business is emphasised as it contributes to overall business performance. Building relationships also emphasises the importance of communication within marketing. Traditional person-to-person word-of-mouth communication has always played a role in marketing a product or service. The evolution of technology over recent years has enabled electronic word-of-mouth (eWOM), which is frequently carried out and has proven to be another effective marketing tool. Due to the fundamental role that marketing plays within a business and the frequent use of electronic word-of-mouth as a marketing tool it is important that business owners and marketers are aware of the factors influencing the effectiveness of it. This study explores eWOM from a marketing perspective, through investigating the factors that contribute towards the effectiveness of eWOM as a marketing tool. Therefore the primary objective of the study was to investigate the factors influencing effective eWOM marketing. A quantitative research approach was followed to empirically test the hypotheses and determine whether relationships exist between the four independent variables (factors influencing eWOM) and the dependent variable (effective eWOM marketing). A self-administered, five-point Likert-scale style structured questionnaire was used to obtain the data. The sample for this study comprised of 360 consumer respondents within the Nelson Mandela Metropole. An exploratory factor analysis extracted four valid constructs namely feedback, trustworthiness, social status and networking as the factors influencing effective eWOM marketing. Cronbach’s alphas confirmed the reliability of all extracted constructs. Most correlation results indicated moderate associations between the variables. However, effective eWOM marketing proved to have a strong correlation with social status. The results of the multiple regressions for the factors influencing effective eWOM marketing identified three statistically significant relationships between feedback, social status, networking and effective eWOM marketing. MANOVAS confirmed eleven statistically significant relationships of which only three were of practical significance. Practical significant relationships exist between ethnic affiliation, current position, years working experience and social status. In addition to identifying the three specific factors influencing effective eWOM marketing, namely online feedback, the need to obtain social status and the desire to engage in online networking, this study has made several contributions, specifically to eWOM marketing. This study has recommended specific online marketing strategies to increase effective eWOM for online feedback, for individuals to obtain social status and to engage in online networking. The hypothesised model developed from the study, illustrating the three factors that influence effective eWOM marketing for South African consumers, can now be used by other researchers in other countries as a framework for further testing or for businesses/marketing organisations to obtain information on the attributes to pay attention to increase the effectiveness of their eWOM marketing. The role that demographics such as ethnic affiliation, position in the business and years working experience play in satisfying the need of individuals to obtain social status in an online setting via eWOM marketing, were also confirmed. Furthermore, this study has provided practical advice to businesses/marketing organisations on how to utilise this knowledge to their advantage when wishing to stimulate eWOM conversations about their products and services. The findings of the research will also assist businesses/marketing organisations to initiate eWOM engagement and communicate more effectively with consumers online to obtain information on how to improve on and change existing products/services or the need for new product/service offerings to retain customers, ensure continuous consumer satisfaction and increase business turnover.
- Full Text:
- Date Issued: 2017
- Authors: Bhana, Lauren
- Date: 2017
- Subjects: Word-of-mouth advertising Internet marketing , Telemarketing Electronic commerce
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/14631 , vital:27806
- Description: Marketing serves to satisfy customer needs and wants while building strong customer relationships in an effort to gain value from customers in return. On understanding that customer satisfaction is needed for a business to survive and grow, the important role marketing plays within a business is emphasised as it contributes to overall business performance. Building relationships also emphasises the importance of communication within marketing. Traditional person-to-person word-of-mouth communication has always played a role in marketing a product or service. The evolution of technology over recent years has enabled electronic word-of-mouth (eWOM), which is frequently carried out and has proven to be another effective marketing tool. Due to the fundamental role that marketing plays within a business and the frequent use of electronic word-of-mouth as a marketing tool it is important that business owners and marketers are aware of the factors influencing the effectiveness of it. This study explores eWOM from a marketing perspective, through investigating the factors that contribute towards the effectiveness of eWOM as a marketing tool. Therefore the primary objective of the study was to investigate the factors influencing effective eWOM marketing. A quantitative research approach was followed to empirically test the hypotheses and determine whether relationships exist between the four independent variables (factors influencing eWOM) and the dependent variable (effective eWOM marketing). A self-administered, five-point Likert-scale style structured questionnaire was used to obtain the data. The sample for this study comprised of 360 consumer respondents within the Nelson Mandela Metropole. An exploratory factor analysis extracted four valid constructs namely feedback, trustworthiness, social status and networking as the factors influencing effective eWOM marketing. Cronbach’s alphas confirmed the reliability of all extracted constructs. Most correlation results indicated moderate associations between the variables. However, effective eWOM marketing proved to have a strong correlation with social status. The results of the multiple regressions for the factors influencing effective eWOM marketing identified three statistically significant relationships between feedback, social status, networking and effective eWOM marketing. MANOVAS confirmed eleven statistically significant relationships of which only three were of practical significance. Practical significant relationships exist between ethnic affiliation, current position, years working experience and social status. In addition to identifying the three specific factors influencing effective eWOM marketing, namely online feedback, the need to obtain social status and the desire to engage in online networking, this study has made several contributions, specifically to eWOM marketing. This study has recommended specific online marketing strategies to increase effective eWOM for online feedback, for individuals to obtain social status and to engage in online networking. The hypothesised model developed from the study, illustrating the three factors that influence effective eWOM marketing for South African consumers, can now be used by other researchers in other countries as a framework for further testing or for businesses/marketing organisations to obtain information on the attributes to pay attention to increase the effectiveness of their eWOM marketing. The role that demographics such as ethnic affiliation, position in the business and years working experience play in satisfying the need of individuals to obtain social status in an online setting via eWOM marketing, were also confirmed. Furthermore, this study has provided practical advice to businesses/marketing organisations on how to utilise this knowledge to their advantage when wishing to stimulate eWOM conversations about their products and services. The findings of the research will also assist businesses/marketing organisations to initiate eWOM engagement and communicate more effectively with consumers online to obtain information on how to improve on and change existing products/services or the need for new product/service offerings to retain customers, ensure continuous consumer satisfaction and increase business turnover.
- Full Text:
- Date Issued: 2017
Push - and pull forces within outbound destination choice
- Authors: Ferreira, Daniel Petrus
- Date: 2015
- Subjects: Tourism -- Marketing Tourism -- South Africa -- Marketing Place marketing , Heritage tourism -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/11091 , vital:26884
- Description: Push- and pull forces are considered the most important motivational factors in driving tourism demand. Push forces are motivational forces that arise due to the individual’s need to travel, while pull forces are destination attributes which pull the traveller to the specific destination and in doing so they satisfy the need of the traveller. Understanding why people travel, how they go about selecting their holiday destination and why one country is preferred to the other, is vital to the continued success of the tourism industry. The needs and wants of travellers are constantly changing, therefore, it is imperative that tourism businesses excel at developing new products and services which are better suited to the needs of consumers. The primary objective of this study was to determine the push- and pull forces that influence outbound destination choice in Nelson Mandela Bay Metropole. The study investigated and analysed how the independent variables (push- and pull factors) influence destination choice (dependent variable). From a comprehensive literature review, a hypothetical model was developed to test the relationships between push-and pull forces and destination choice. Twelve hypotheses were formulated to test the relationship between four push forces, eight pull forces and destination choice. The study sought the perceptions of Nelson Mandela Bay Metropole residents and utitised the quantitative research paradigm. A survey was conducted with the aid of a structured self-administered questionnaire, distributed via e-mail and as a hard copy. A combination of convenience- and snowball sampling was utilised. The final sample comprised 302 respondents. The validity of the measuring instrument was ascertained by using exploratory factor analysis. The Cronbach’s alpha values for reliability were calculated for each of the factors identified during the exploratory factor analysis. The top ten destinations visited and intended to be visited were indicated. United Kingdom was the most visited international destination for both leisure and business purposes, while The United States of America was the most popular international destination to visit next for both leisure and business purposes. Pearson product-moment correlation and multiple regression analysis were used to test the correlation and significance of the relationships hypothesised between the various independent and dependent variables. Three statistically significant relationships were found between the push forces (physical and stature motivators and destination accessibility) and destination choice. Four statistically significant relationships were found between the pull forces (events, natural attractions, political issues and general infrastructure) and destination choice. The empirical findings further confirmed that an inter-relationship between push- and pull forces within destination choice does exist. However, pull forces influence push forces to a larger extent. Analysis of variance calculations were used to identify if significant relationships exist between the twelve demographic variables and nine reliable and valid independent variables. Furthermore, post-hoc Scheffè tests identified where the significant differences occurred between the different categories. Cohen’s d-values were calculated in order to assess the practical significance of the mean scores. A total of sixteen practical significant relationships were identified. Travel companies should compile travel packages and tours that serve the needs of both leisure- and business travellers. They can use social media as a communication- and promotion tool to entice travellers to specific destinations. The business travel packages should be all inclusive and include transportation, accommodation and even entries to events. The visual aids, utilised within the marketing material, should entice travellers to want to visit these destinations, and outline the favourable general infrastructure available. When marketing outbound destinations, travel service providers must pay attention to demographical variables such as gender, age, ethnical affiliation, income and marital status to compile travel packages that satisfy the needs of specific groups.
- Full Text:
- Date Issued: 2015
- Authors: Ferreira, Daniel Petrus
- Date: 2015
- Subjects: Tourism -- Marketing Tourism -- South Africa -- Marketing Place marketing , Heritage tourism -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/11091 , vital:26884
- Description: Push- and pull forces are considered the most important motivational factors in driving tourism demand. Push forces are motivational forces that arise due to the individual’s need to travel, while pull forces are destination attributes which pull the traveller to the specific destination and in doing so they satisfy the need of the traveller. Understanding why people travel, how they go about selecting their holiday destination and why one country is preferred to the other, is vital to the continued success of the tourism industry. The needs and wants of travellers are constantly changing, therefore, it is imperative that tourism businesses excel at developing new products and services which are better suited to the needs of consumers. The primary objective of this study was to determine the push- and pull forces that influence outbound destination choice in Nelson Mandela Bay Metropole. The study investigated and analysed how the independent variables (push- and pull factors) influence destination choice (dependent variable). From a comprehensive literature review, a hypothetical model was developed to test the relationships between push-and pull forces and destination choice. Twelve hypotheses were formulated to test the relationship between four push forces, eight pull forces and destination choice. The study sought the perceptions of Nelson Mandela Bay Metropole residents and utitised the quantitative research paradigm. A survey was conducted with the aid of a structured self-administered questionnaire, distributed via e-mail and as a hard copy. A combination of convenience- and snowball sampling was utilised. The final sample comprised 302 respondents. The validity of the measuring instrument was ascertained by using exploratory factor analysis. The Cronbach’s alpha values for reliability were calculated for each of the factors identified during the exploratory factor analysis. The top ten destinations visited and intended to be visited were indicated. United Kingdom was the most visited international destination for both leisure and business purposes, while The United States of America was the most popular international destination to visit next for both leisure and business purposes. Pearson product-moment correlation and multiple regression analysis were used to test the correlation and significance of the relationships hypothesised between the various independent and dependent variables. Three statistically significant relationships were found between the push forces (physical and stature motivators and destination accessibility) and destination choice. Four statistically significant relationships were found between the pull forces (events, natural attractions, political issues and general infrastructure) and destination choice. The empirical findings further confirmed that an inter-relationship between push- and pull forces within destination choice does exist. However, pull forces influence push forces to a larger extent. Analysis of variance calculations were used to identify if significant relationships exist between the twelve demographic variables and nine reliable and valid independent variables. Furthermore, post-hoc Scheffè tests identified where the significant differences occurred between the different categories. Cohen’s d-values were calculated in order to assess the practical significance of the mean scores. A total of sixteen practical significant relationships were identified. Travel companies should compile travel packages and tours that serve the needs of both leisure- and business travellers. They can use social media as a communication- and promotion tool to entice travellers to specific destinations. The business travel packages should be all inclusive and include transportation, accommodation and even entries to events. The visual aids, utilised within the marketing material, should entice travellers to want to visit these destinations, and outline the favourable general infrastructure available. When marketing outbound destinations, travel service providers must pay attention to demographical variables such as gender, age, ethnical affiliation, income and marital status to compile travel packages that satisfy the needs of specific groups.
- Full Text:
- Date Issued: 2015
Factors influencing customer retention in the financial planning industry
- Authors: Dippenaar, Hendrik
- Date: 2013
- Subjects: Consumer satisfaction , Financial planning industry
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:9323 , http://hdl.handle.net/10948/d1020809
- Description: As financial planners operate in a competitive business environment, it is important to identify how financial planners can apply relevant industry aspects to positively influence their customer satisfaction and customer retention levels. Although models of customer satisfaction and subsequently customer retention have been well researched for consumer products and services, there has been limited research in regards to financial planning. Previous research in the financial planning industry focussed on specific elements of financial planner-client relationships, for example trust, integrity and ethics. This research study reviews existing literature on customer satisfaction and customer retention, as relevant to the financial planning industry. Thus the primary objective of this study is to investigate the extent to which the four predetermined independent variables; namely, two-way communication, ethical responsibility, clients’ financial knowledge and commission fees can possibly influence the intervening variable customer satisfaction and ultimately the dependent variable customer retention in the financial planning industry. An empirical investigation was undertaken to establish whether the independent variables; namely, two-way communication, ethical responsibility, clients’ financial knowledge and commission fees can possibly influence customer satisfaction and ultimately customer retention in the financial planning industry. A positivistic research paradigm was followed for this study. Quantitative data was gathered by distributing questionnaires to a sample of financial planning clients. The sample size consisted of 250 financial planning clients in the Nelson Mandela Metropolitan area. A response rate of 76.40 percent was achieved. The usable questionnaires were statistically analysed using the computer programmes Microsoft Excel and Statistica Version 10. The validity of the study was confirmed by utilising EFA. Cronbach’s alpha coefficients were calculated to confirm the reliability and the internal consistency of the measurement instrument of this study. Data was analysed in four phases. Descriptive statistics were calculated for this study. The validity of the measuring instrument was tested by performing EFA to consider construct validity. Thereafter the internal reliability of the data was assessed using Cronbach’s alpha coefficients. Pearson’s product moment correlation coefficients and multiple regression calculations were calculated and discussed. Through multiple regression calculations, the factors that emerged were used to analyse the relationships predicted by the five hypotheses. Finally t-tests and analysis of variance (ANOVA) tests were conducted and discussed. The empirical investigation revealed that significant relationships exist between the independent variables two-way communication, ethical responsibility, commission fees and the intervening variable customer satisfaction as well as the dependent variable customer retention. The empirical investigation revealed that if a financial planner communicates financial information accurately and understandably to clients while acting in an ethical manner, clients are likely to be satisfied with the products/services of the financial planner and be retained by the financial planner. This study established and confirmed the significant positive relationship that exists between customer satisfaction and customer retention in the financial planning industry. Recommendations have been provided based on the main empirical findings. All financial planners in South Africa, including all the regulatory bodies, will benefit from the empirical findings as well as the recommendations of this study on how to improve customer satisfaction and customer retention which will ultimately increase service delivery of financial planners in the financial planning industry.
- Full Text:
- Date Issued: 2013
- Authors: Dippenaar, Hendrik
- Date: 2013
- Subjects: Consumer satisfaction , Financial planning industry
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:9323 , http://hdl.handle.net/10948/d1020809
- Description: As financial planners operate in a competitive business environment, it is important to identify how financial planners can apply relevant industry aspects to positively influence their customer satisfaction and customer retention levels. Although models of customer satisfaction and subsequently customer retention have been well researched for consumer products and services, there has been limited research in regards to financial planning. Previous research in the financial planning industry focussed on specific elements of financial planner-client relationships, for example trust, integrity and ethics. This research study reviews existing literature on customer satisfaction and customer retention, as relevant to the financial planning industry. Thus the primary objective of this study is to investigate the extent to which the four predetermined independent variables; namely, two-way communication, ethical responsibility, clients’ financial knowledge and commission fees can possibly influence the intervening variable customer satisfaction and ultimately the dependent variable customer retention in the financial planning industry. An empirical investigation was undertaken to establish whether the independent variables; namely, two-way communication, ethical responsibility, clients’ financial knowledge and commission fees can possibly influence customer satisfaction and ultimately customer retention in the financial planning industry. A positivistic research paradigm was followed for this study. Quantitative data was gathered by distributing questionnaires to a sample of financial planning clients. The sample size consisted of 250 financial planning clients in the Nelson Mandela Metropolitan area. A response rate of 76.40 percent was achieved. The usable questionnaires were statistically analysed using the computer programmes Microsoft Excel and Statistica Version 10. The validity of the study was confirmed by utilising EFA. Cronbach’s alpha coefficients were calculated to confirm the reliability and the internal consistency of the measurement instrument of this study. Data was analysed in four phases. Descriptive statistics were calculated for this study. The validity of the measuring instrument was tested by performing EFA to consider construct validity. Thereafter the internal reliability of the data was assessed using Cronbach’s alpha coefficients. Pearson’s product moment correlation coefficients and multiple regression calculations were calculated and discussed. Through multiple regression calculations, the factors that emerged were used to analyse the relationships predicted by the five hypotheses. Finally t-tests and analysis of variance (ANOVA) tests were conducted and discussed. The empirical investigation revealed that significant relationships exist between the independent variables two-way communication, ethical responsibility, commission fees and the intervening variable customer satisfaction as well as the dependent variable customer retention. The empirical investigation revealed that if a financial planner communicates financial information accurately and understandably to clients while acting in an ethical manner, clients are likely to be satisfied with the products/services of the financial planner and be retained by the financial planner. This study established and confirmed the significant positive relationship that exists between customer satisfaction and customer retention in the financial planning industry. Recommendations have been provided based on the main empirical findings. All financial planners in South Africa, including all the regulatory bodies, will benefit from the empirical findings as well as the recommendations of this study on how to improve customer satisfaction and customer retention which will ultimately increase service delivery of financial planners in the financial planning industry.
- Full Text:
- Date Issued: 2013
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