The influence of social media service quality on client loyalty in the South African banking industry
- Authors: Gavaza, Bramwell Kundishora
- Date: 2017
- Subjects: Banks and banking -- South Africa Social media -- South Africa Customer loyalty -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10353/12903 , vital:39389
- Description: The advent of the Internet during the past two decades has changed the way in which businesses operate. Social media networks such as Facebook have become an essential communication element for businesses to interact with clients. The impact and growth rates of Facebook and other forms of social media have made it imperative for all businesses to ensure they have social media strategies in place. Following social media business trends, banks across the world have included social media to market their services. Banks are now emphasising the offering of high client service quality in order to retain clients in this highly competitive environment. Thus, South African banks, as is the case with global banks, need to continuously assess the quality of the services offered to their clients in order to sustainably maintain or grow their market share or to fully utilise its commercial opportunities. This study determined the influence of social media service quality on client loyalty in the South African banking industry. The primary objective was to examine the extent to which social media service quality influence client loyalty in the South African banking industry. The study also determined if social media system availability, efficiency, fulfilment, and privacy has influence on the overall service quality of social media in the South African banking industry. In addition, the study examined the relationship between overall service quality and client loyalty intention in the South African banking industry. The study used a quantitative research approach to collect and analyse the data, and a descriptive research design was utilised for the purpose of this study. Data was collected from both primary and secondary sources of data. An online survey was conducted through Survey Monkey, via a Facebook page titled: Social media service quality in the South African banking industry. An online questionnaire was administered via the Facebook page. The study used a sample of 377 respondents who are Facebook users of the five major banks in South Africa. Analysis and interpretation of findings was done using both the descriptive and inferential statistical measures, with the help of Statistical Package for Social Scientists (SPSS) 24 and Lisrel (version 9). The electronic social media service quality (E-S-SERVQUAL) scale which consist of five constructs, namely; social media system availability, efficiency, fulfilment, privacy and overall service quality; and client loyalty intentions were the scales that were adopted for this study. All the scales used in this study were found to be reliable and valid. Findings of the research study proved that social media system availability, fulfilment, and privacy has a significant influence on the overall service quality of social media in the South African banking industry. In addition, findings of the research revealed that social media efficiency does not significantly influence overall service quality of social media in the South African banking industry. Furthermore, findings of the research also proved that the overall service quality of social media positively influences client loyalty intention in the South African banking industry. The study recommended that managers and marketers should constantly evaluate, monitor, and improve the overall service quality of social media offered to their clients, as it leads to a corresponding increase in overall client satisfaction, which in turn leads to client loyalty in the South African banking industry. However, further research studies may be conducted in other developing countries to gain a wider understanding on the influence of social media service quality on client loyalty in the banking industry.
- Full Text:
- Date Issued: 2017
- Authors: Gavaza, Bramwell Kundishora
- Date: 2017
- Subjects: Banks and banking -- South Africa Social media -- South Africa Customer loyalty -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10353/12903 , vital:39389
- Description: The advent of the Internet during the past two decades has changed the way in which businesses operate. Social media networks such as Facebook have become an essential communication element for businesses to interact with clients. The impact and growth rates of Facebook and other forms of social media have made it imperative for all businesses to ensure they have social media strategies in place. Following social media business trends, banks across the world have included social media to market their services. Banks are now emphasising the offering of high client service quality in order to retain clients in this highly competitive environment. Thus, South African banks, as is the case with global banks, need to continuously assess the quality of the services offered to their clients in order to sustainably maintain or grow their market share or to fully utilise its commercial opportunities. This study determined the influence of social media service quality on client loyalty in the South African banking industry. The primary objective was to examine the extent to which social media service quality influence client loyalty in the South African banking industry. The study also determined if social media system availability, efficiency, fulfilment, and privacy has influence on the overall service quality of social media in the South African banking industry. In addition, the study examined the relationship between overall service quality and client loyalty intention in the South African banking industry. The study used a quantitative research approach to collect and analyse the data, and a descriptive research design was utilised for the purpose of this study. Data was collected from both primary and secondary sources of data. An online survey was conducted through Survey Monkey, via a Facebook page titled: Social media service quality in the South African banking industry. An online questionnaire was administered via the Facebook page. The study used a sample of 377 respondents who are Facebook users of the five major banks in South Africa. Analysis and interpretation of findings was done using both the descriptive and inferential statistical measures, with the help of Statistical Package for Social Scientists (SPSS) 24 and Lisrel (version 9). The electronic social media service quality (E-S-SERVQUAL) scale which consist of five constructs, namely; social media system availability, efficiency, fulfilment, privacy and overall service quality; and client loyalty intentions were the scales that were adopted for this study. All the scales used in this study were found to be reliable and valid. Findings of the research study proved that social media system availability, fulfilment, and privacy has a significant influence on the overall service quality of social media in the South African banking industry. In addition, findings of the research revealed that social media efficiency does not significantly influence overall service quality of social media in the South African banking industry. Furthermore, findings of the research also proved that the overall service quality of social media positively influences client loyalty intention in the South African banking industry. The study recommended that managers and marketers should constantly evaluate, monitor, and improve the overall service quality of social media offered to their clients, as it leads to a corresponding increase in overall client satisfaction, which in turn leads to client loyalty in the South African banking industry. However, further research studies may be conducted in other developing countries to gain a wider understanding on the influence of social media service quality on client loyalty in the banking industry.
- Full Text:
- Date Issued: 2017
What future graduates will value in their leaders: a study across gender and culture
- Authors: Cox, Andrea
- Date: 2013
- Subjects: Leadership -- South Africa Leadership -- Evaluation -- South Africa Culture -- South Africa Social values -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1195 , http://hdl.handle.net/10962/d1008197
- Description: Effective leadership has been found to be a key determinant of organisational success. Effective leadership does not only involve the ability to influence and inspire others, it is the ability to lead subordinates according to the competencies that they value. The focus of this study is on determining what in fact the future South African graduate workforce will value in a leader. Effective leadership and the competencies that subordinate's value is especially relevant today as leadership is forced to contend with an increasingly diverse workforce. This diversity necessitates the need for a leadership style to be congruent with what subordinates of diverse genders and cultures will value, so to be effective. Existing studies have indicated that gender and culture influence what subordinate's value in a leader, however it is evident from the results of this study, that this is not entirely the case. Regarding gender, the female and male respondents in this study value similar competencies in their leader, indicating that there is no distinct set of competencies that will be valued by male and female graduates. With respect to culture, the respondents value a mixture of competencies that combine both African and Western leadership practices, values and philosophies, indicating that there is no distinct set of competencies that will be valued by African, Coloured, Indian and White graduates. On the basis of this research, the recommendation is that for leaders to be effective in the 21 st century, a leader must be loyal and inspirational, have vision and integrity and lastly must be open and honest with their subordinates
- Full Text:
- Date Issued: 2013
- Authors: Cox, Andrea
- Date: 2013
- Subjects: Leadership -- South Africa Leadership -- Evaluation -- South Africa Culture -- South Africa Social values -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1195 , http://hdl.handle.net/10962/d1008197
- Description: Effective leadership has been found to be a key determinant of organisational success. Effective leadership does not only involve the ability to influence and inspire others, it is the ability to lead subordinates according to the competencies that they value. The focus of this study is on determining what in fact the future South African graduate workforce will value in a leader. Effective leadership and the competencies that subordinate's value is especially relevant today as leadership is forced to contend with an increasingly diverse workforce. This diversity necessitates the need for a leadership style to be congruent with what subordinates of diverse genders and cultures will value, so to be effective. Existing studies have indicated that gender and culture influence what subordinate's value in a leader, however it is evident from the results of this study, that this is not entirely the case. Regarding gender, the female and male respondents in this study value similar competencies in their leader, indicating that there is no distinct set of competencies that will be valued by male and female graduates. With respect to culture, the respondents value a mixture of competencies that combine both African and Western leadership practices, values and philosophies, indicating that there is no distinct set of competencies that will be valued by African, Coloured, Indian and White graduates. On the basis of this research, the recommendation is that for leaders to be effective in the 21 st century, a leader must be loyal and inspirational, have vision and integrity and lastly must be open and honest with their subordinates
- Full Text:
- Date Issued: 2013
A South African perspective on the tax implications of virtual asset accumulation and transactions stemming from persistent virtual worlds
- Authors: Haupt, Alexander
- Date: 2012
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:884 , http://hdl.handle.net/10962/d1001638
- Description: Massively multiplayer online role-playing games are growing in popularity with millions of people participating in these persistent online environments on a daily basis. Accompanying the ever-increasing subscription numbers is an increase in real money trade transactions stemming from these game worlds. The research question to be addressed in this thesis is whether transactions stemming from virtual worlds have real-world taxation consequences. The goal of this research is to determine the taxability of virtual assets obtained in structured as well as unstructured virtual environments and to attempt to establish the differences between capital and revenue receipts in these virtual realms, taking into account the nature of a receipt. The general deduction formula is applied to establish the deductibility of expenditure incurred whilst participating in these virtual environments. Sundry matters such as Value-Added Tax, donations tax, the withholding tax on gambling gains and tax avoidance will also be addressed. The methodology adopted for the research could best be described as interpretative, aimed at analysing and interpreting the relationship between real world taxes and persistent virtual worlds and the transactions that stem from participation therein. The research is based purely on documentary evidence. After applying relevant tax legislation to virtual economies it became evident that merely because virtual assets only exist in virtual reality does not necessarily preclude them real world tax consequences. It was concluded, however, that it is not practical for the South African Revenue Service to monitor all virtual world transactions or for participant taxpayers to calculate the real world value of each and every asset acquired in-world. As a result, it was concluded that real world tax consequences should only be applied in situations where participants actually convert their virtual assets into real world currency.
- Full Text:
- Date Issued: 2012
- Authors: Haupt, Alexander
- Date: 2012
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:884 , http://hdl.handle.net/10962/d1001638
- Description: Massively multiplayer online role-playing games are growing in popularity with millions of people participating in these persistent online environments on a daily basis. Accompanying the ever-increasing subscription numbers is an increase in real money trade transactions stemming from these game worlds. The research question to be addressed in this thesis is whether transactions stemming from virtual worlds have real-world taxation consequences. The goal of this research is to determine the taxability of virtual assets obtained in structured as well as unstructured virtual environments and to attempt to establish the differences between capital and revenue receipts in these virtual realms, taking into account the nature of a receipt. The general deduction formula is applied to establish the deductibility of expenditure incurred whilst participating in these virtual environments. Sundry matters such as Value-Added Tax, donations tax, the withholding tax on gambling gains and tax avoidance will also be addressed. The methodology adopted for the research could best be described as interpretative, aimed at analysing and interpreting the relationship between real world taxes and persistent virtual worlds and the transactions that stem from participation therein. The research is based purely on documentary evidence. After applying relevant tax legislation to virtual economies it became evident that merely because virtual assets only exist in virtual reality does not necessarily preclude them real world tax consequences. It was concluded, however, that it is not practical for the South African Revenue Service to monitor all virtual world transactions or for participant taxpayers to calculate the real world value of each and every asset acquired in-world. As a result, it was concluded that real world tax consequences should only be applied in situations where participants actually convert their virtual assets into real world currency.
- Full Text:
- Date Issued: 2012
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