The impact of the Dieselgate vehicle emmissions scandal on customer equity in the South African automotive industry
- Authors: Pillay, Sylvester Deenan
- Date: 2020
- Subjects: Automobile industry and trade -- Germany , Automobile industry and trade -- Law and legislation -- Germany , Automobile industry and trade -- South Africa , Automobiles -- Motors -- Exhaust gas , Brand choice -- South Africa , Customer preferences -- South Africa , Consumer satisfaction -- South Africa , Brand loyalty -- South Africa , Consumer behavior -- South Africa , Dieselgate
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/149304 , vital:38823
- Description: Prominent German automotive manufacturers had been tampering with emissions for some time before it became public knowledge in September 2015. It is then that that the term ‘Dieselgate’ was coined in reference to the scandal. As the scandal became public knowledge, manufacturers accused of emissions cheating faced challenges on several fronts, including legal, financial and environmental. While the ‘backlash’ as a result of the scandal was apparent in other countries, it was not as apparent in South Africa. This research paper set out to explore the impact that the Dieselgate scandal had in South Africa in terms of customer equity. Data analysis was undertaken using a two-pronged approach. The first of these was analysis of vehicle sales data using a paired t-test. This was to understand whether sales had seen a decline pre-, as well as post-scandal. The results point to a sales decline, this highlights that Dieselgate was a factor even though other, unexamined factors, were not investigated. The second instrument used was a customer equity questionnaire, this provided insight into the real opinions of consumers in South Africa about the affected brands. The analysis revealed that the affected manufacturers operating in South Africa had seen no negative effects in terms of customer equity. Based on the results, it could be said that market factors, which was not part of the research, play a great role in consumers’ preferences or mindsets. Additionally, manufacturers can operate with a degree of latitude in certain markets. This is based on market factors in a specific market as well as the regulations imposed and enforced in that market. Lastly, customer equity is a complex theory that includes a multitude of converging theories. Based on this fact, it is currently difficult to evaluate customer equity in its entirety in a single paper. A comprehensive model is yet to be developed that can effectively measure customer equity in an all-encompassing way.
- Full Text:
- Date Issued: 2020
- Authors: Pillay, Sylvester Deenan
- Date: 2020
- Subjects: Automobile industry and trade -- Germany , Automobile industry and trade -- Law and legislation -- Germany , Automobile industry and trade -- South Africa , Automobiles -- Motors -- Exhaust gas , Brand choice -- South Africa , Customer preferences -- South Africa , Consumer satisfaction -- South Africa , Brand loyalty -- South Africa , Consumer behavior -- South Africa , Dieselgate
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/149304 , vital:38823
- Description: Prominent German automotive manufacturers had been tampering with emissions for some time before it became public knowledge in September 2015. It is then that that the term ‘Dieselgate’ was coined in reference to the scandal. As the scandal became public knowledge, manufacturers accused of emissions cheating faced challenges on several fronts, including legal, financial and environmental. While the ‘backlash’ as a result of the scandal was apparent in other countries, it was not as apparent in South Africa. This research paper set out to explore the impact that the Dieselgate scandal had in South Africa in terms of customer equity. Data analysis was undertaken using a two-pronged approach. The first of these was analysis of vehicle sales data using a paired t-test. This was to understand whether sales had seen a decline pre-, as well as post-scandal. The results point to a sales decline, this highlights that Dieselgate was a factor even though other, unexamined factors, were not investigated. The second instrument used was a customer equity questionnaire, this provided insight into the real opinions of consumers in South Africa about the affected brands. The analysis revealed that the affected manufacturers operating in South Africa had seen no negative effects in terms of customer equity. Based on the results, it could be said that market factors, which was not part of the research, play a great role in consumers’ preferences or mindsets. Additionally, manufacturers can operate with a degree of latitude in certain markets. This is based on market factors in a specific market as well as the regulations imposed and enforced in that market. Lastly, customer equity is a complex theory that includes a multitude of converging theories. Based on this fact, it is currently difficult to evaluate customer equity in its entirety in a single paper. A comprehensive model is yet to be developed that can effectively measure customer equity in an all-encompassing way.
- Full Text:
- Date Issued: 2020
The effect of age and culture on brand loyalty in the South African motor industry
- Authors: Hempel, Martin Johan
- Date: 2019
- Subjects: Brand loyalty -- South Africa , Automobile industry and trade -- South Africa , Consumer satisfaction -- South Africa , Consumer behavior -- South Africa , Older consumers -- South Africa , Consumers -- South Africa -- Cross-cultural studies
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/96859 , vital:31339
- Description: It has become imperative for companies in the motor industry to study and understand the notion of brand loyalty due to the many inherent advantages that it offers. Although existing literature provides extensive information on brand loyalty, the concept of brand loyalty is not constant across all industries. Factors such as age and culture also alter the effects of brand loyalty and the degree of brand loyalty generated within a consumer. Taking these variables into account, this study sets out to establish if age and culture have an effect on brand loyalty in the South African motor industry. The method in which motor companies emit marketing signals are also explored to establish if the emitted marketing signals are able to assist in the generation of brand loyalty. A South African real estate agent group agreed to participate in the research and became the sample population for the study. 190 successfully completed questionnaires were obtained in the data collection process and data with a Cronbach Alpha Coefficient (α) of 0.7662 proved that the data had satisfactory reliability. The data was processed and analysed in the statistical analysis program Stata. The study discovered that marketing signals don't assist in the generation of brand loyalty in the South African motor industry. It is suggested that it is more plausible that marketing signals can assist to maintain brand loyalty, rather than to generate brand loyalty. The study also discovered that culture does not have an effect on brand loyalty in the South African motor industry. However, after considering that the cultural distribution of the sample was significantly skewed, the sample is regarded as an unreliable test of the effect of culture on brand loyalty. The study also discovered that age doesn't have an effect brand loyalty in the South African motor industry. The researcher noted that the previously cognitively strenuous process of obtaining information has become more simplified by the internet and could potentially have reduced the generating of brand loyalty among older consumers. A final test was conducted to ascertain if relationships exist between the four stages of loyalty. The study suggested that all four loyalty stages are connected which confirms that brand loyalty is generated by both attitudinal and behavioural dimensions.
- Full Text:
- Date Issued: 2019
- Authors: Hempel, Martin Johan
- Date: 2019
- Subjects: Brand loyalty -- South Africa , Automobile industry and trade -- South Africa , Consumer satisfaction -- South Africa , Consumer behavior -- South Africa , Older consumers -- South Africa , Consumers -- South Africa -- Cross-cultural studies
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/96859 , vital:31339
- Description: It has become imperative for companies in the motor industry to study and understand the notion of brand loyalty due to the many inherent advantages that it offers. Although existing literature provides extensive information on brand loyalty, the concept of brand loyalty is not constant across all industries. Factors such as age and culture also alter the effects of brand loyalty and the degree of brand loyalty generated within a consumer. Taking these variables into account, this study sets out to establish if age and culture have an effect on brand loyalty in the South African motor industry. The method in which motor companies emit marketing signals are also explored to establish if the emitted marketing signals are able to assist in the generation of brand loyalty. A South African real estate agent group agreed to participate in the research and became the sample population for the study. 190 successfully completed questionnaires were obtained in the data collection process and data with a Cronbach Alpha Coefficient (α) of 0.7662 proved that the data had satisfactory reliability. The data was processed and analysed in the statistical analysis program Stata. The study discovered that marketing signals don't assist in the generation of brand loyalty in the South African motor industry. It is suggested that it is more plausible that marketing signals can assist to maintain brand loyalty, rather than to generate brand loyalty. The study also discovered that culture does not have an effect on brand loyalty in the South African motor industry. However, after considering that the cultural distribution of the sample was significantly skewed, the sample is regarded as an unreliable test of the effect of culture on brand loyalty. The study also discovered that age doesn't have an effect brand loyalty in the South African motor industry. The researcher noted that the previously cognitively strenuous process of obtaining information has become more simplified by the internet and could potentially have reduced the generating of brand loyalty among older consumers. A final test was conducted to ascertain if relationships exist between the four stages of loyalty. The study suggested that all four loyalty stages are connected which confirms that brand loyalty is generated by both attitudinal and behavioural dimensions.
- Full Text:
- Date Issued: 2019
An operational model for increasing customer satisfaction for Detpak South Africa
- Authors: Van Deventer, Reinard Gawie
- Date: 2013
- Subjects: Consumer satisfaction -- South Africa , Paper industry -- Customer services -- South Africa , Customer relations -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8886 , http://hdl.handle.net/10948/d1020807
- Description: Detpak South Africa is a subsidiary paper and board company of Mpact Limited, formally known as Mondi Packaging South Africa. The Mpact group of companies operates across 31 sites and employs more than 3 700 employees. Detpak South Africa specializes in three respective niche markets: international fast food packaging, industrial packaging and disposables packaging. The primary objective of this study is to propose an operational model for improving customer satisfaction levels within the disposables market for Detpak South Africa. Further, Detpak’s competitive position with respect to customer satisfaction was assessed and an empirical assessment was conducted to identify imperative attributes impacting on overall customer satisfaction. It is noted from marketing journals that providing a quality product at the right price no longer suffices as an adequate value proposition. Numerous authors have noted that there is no longer a difference between a goods market and a service market, in its purest form, and that manufacturers of goods must embrace the principles of service marketing to develop a competitive advantage within the market. A quantitative research was conducted to obtain data. The measuring instrument used to obtain data was a self-administered questionnaire. A total of 84 questionnaires were distributed nationally across South Africa. From the 84 questionnaires a total of 62 questionnaires were obtained from respondents, from which a final sample of n=59 was considered for capturing. Three questionnaires were excluded from the sample due to response error of non-completion. Correlation coefficient analysis was used to calculate the relationships between independent and dependant variables. It was found that all customer satisfaction attributes, listed below, had a positive relationship to overall customer satisfaction: Customer value; Product quality; Price; Communication; Reliability; Responsiveness; Customer service; Sales support. The hypothesized relationship between overall customer satisfaction and customer loyalty was measured and confirmed to be strongly positive. It can be concluded that a positive movement in overall customer satisfaction will be accompanied by a similarly positive movement in customer loyalty. Furthermore, through secondary review it was noted that the retention of existing customers costs much less and is more profitable than the acquisition of new business. The results presented within this study indicate a strong market position for Detpak South Africa in terms of product quality compared against competitive activity, which means a competitive advantage in the market for the company and which will assist in attaining its strategic objectives. The results also identified a number of customer satisfaction attributes which Detpak South Africa could improve to allow them to establish a firm position in the market through the overall improvement of customer satisfaction levels. Finally, an operational model integrating the important concepts identified within the literature study was proposed to assist Detpak South Africa in enhancing levels of perceived customer satisfaction. The model integrates the important business philosophies of customer relations, best practices, continuous improvement and, finally, customer satisfaction attributes.
- Full Text:
- Date Issued: 2013
- Authors: Van Deventer, Reinard Gawie
- Date: 2013
- Subjects: Consumer satisfaction -- South Africa , Paper industry -- Customer services -- South Africa , Customer relations -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8886 , http://hdl.handle.net/10948/d1020807
- Description: Detpak South Africa is a subsidiary paper and board company of Mpact Limited, formally known as Mondi Packaging South Africa. The Mpact group of companies operates across 31 sites and employs more than 3 700 employees. Detpak South Africa specializes in three respective niche markets: international fast food packaging, industrial packaging and disposables packaging. The primary objective of this study is to propose an operational model for improving customer satisfaction levels within the disposables market for Detpak South Africa. Further, Detpak’s competitive position with respect to customer satisfaction was assessed and an empirical assessment was conducted to identify imperative attributes impacting on overall customer satisfaction. It is noted from marketing journals that providing a quality product at the right price no longer suffices as an adequate value proposition. Numerous authors have noted that there is no longer a difference between a goods market and a service market, in its purest form, and that manufacturers of goods must embrace the principles of service marketing to develop a competitive advantage within the market. A quantitative research was conducted to obtain data. The measuring instrument used to obtain data was a self-administered questionnaire. A total of 84 questionnaires were distributed nationally across South Africa. From the 84 questionnaires a total of 62 questionnaires were obtained from respondents, from which a final sample of n=59 was considered for capturing. Three questionnaires were excluded from the sample due to response error of non-completion. Correlation coefficient analysis was used to calculate the relationships between independent and dependant variables. It was found that all customer satisfaction attributes, listed below, had a positive relationship to overall customer satisfaction: Customer value; Product quality; Price; Communication; Reliability; Responsiveness; Customer service; Sales support. The hypothesized relationship between overall customer satisfaction and customer loyalty was measured and confirmed to be strongly positive. It can be concluded that a positive movement in overall customer satisfaction will be accompanied by a similarly positive movement in customer loyalty. Furthermore, through secondary review it was noted that the retention of existing customers costs much less and is more profitable than the acquisition of new business. The results presented within this study indicate a strong market position for Detpak South Africa in terms of product quality compared against competitive activity, which means a competitive advantage in the market for the company and which will assist in attaining its strategic objectives. The results also identified a number of customer satisfaction attributes which Detpak South Africa could improve to allow them to establish a firm position in the market through the overall improvement of customer satisfaction levels. Finally, an operational model integrating the important concepts identified within the literature study was proposed to assist Detpak South Africa in enhancing levels of perceived customer satisfaction. The model integrates the important business philosophies of customer relations, best practices, continuous improvement and, finally, customer satisfaction attributes.
- Full Text:
- Date Issued: 2013
Identification of the determinants of customer satisfaction with services provided by a selected pension fund agency
- Authors: Mayekiso, Pumza
- Date: 2013
- Subjects: Consumer satisfaction -- South Africa , Customer relations -- Management , Trust companies -- Customer services
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8913 , http://hdl.handle.net/10948/d1021059
- Description: Understanding customers’ views on service quality is important for any business providing service and interested in making sure that they are being responsive to customers. Continuous evaluation of customer satisfaction is an important factor in the service sector. To date, most attempts have focused on what determines customer satisfaction in services rendered by organisations. The primary objective of the current study was to identify the determinants of customer satisfaction with services at Government Employees Pension Fund. The study investigated how customer satisfaction (the dependent variable) is influenced by the different elements, namely service quality, perceived value, and customer expectations, which represented the independent variables. The significance of the study hinges on three area i.e. management, policy makers and stakeholders. The study will also provide a justifiably valid and reliable guide to designing workable service delivery improvement strategies for creating and delivering customer value, achieving customer satisfaction and achieving sustainable business growth of Government Employees Pension Fund. The data collection was made using the questionnaire. A total of 150 questionnaires was distributed and 108 were completed and returned. This translated to a response rate of 72 percent. The empirical results showed that service quality and perceived value have a positive impact on customer satisfaction. On the other hand, the results revealed that customer expectations do not have a positive influence on customer satisfaction.
- Full Text:
- Date Issued: 2013
- Authors: Mayekiso, Pumza
- Date: 2013
- Subjects: Consumer satisfaction -- South Africa , Customer relations -- Management , Trust companies -- Customer services
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8913 , http://hdl.handle.net/10948/d1021059
- Description: Understanding customers’ views on service quality is important for any business providing service and interested in making sure that they are being responsive to customers. Continuous evaluation of customer satisfaction is an important factor in the service sector. To date, most attempts have focused on what determines customer satisfaction in services rendered by organisations. The primary objective of the current study was to identify the determinants of customer satisfaction with services at Government Employees Pension Fund. The study investigated how customer satisfaction (the dependent variable) is influenced by the different elements, namely service quality, perceived value, and customer expectations, which represented the independent variables. The significance of the study hinges on three area i.e. management, policy makers and stakeholders. The study will also provide a justifiably valid and reliable guide to designing workable service delivery improvement strategies for creating and delivering customer value, achieving customer satisfaction and achieving sustainable business growth of Government Employees Pension Fund. The data collection was made using the questionnaire. A total of 150 questionnaires was distributed and 108 were completed and returned. This translated to a response rate of 72 percent. The empirical results showed that service quality and perceived value have a positive impact on customer satisfaction. On the other hand, the results revealed that customer expectations do not have a positive influence on customer satisfaction.
- Full Text:
- Date Issued: 2013
Students' perceptions of service quality levels of students housing at the large metropolitan university
- Authors: Elie, Sammy Abraham
- Date: 2013
- Subjects: SERVQUAL (Service quality framework) , Student housing -- Resident satisfaction -- South Africa , Consumer satisfaction -- South Africa , Nelson Mandela Metropolitan University -- Student housing
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8869 , http://hdl.handle.net/10948/d1020297
- Description: The increasing attention to the provision of accessible, decent, safe and academically appropriate student housing in South Africa has led to a closer investigation of the nature and levels of quality in both on-campus and off-campus student accommodation. Nationwide, student housing management recognises that quality student housing is of great importance to both the quality of the higher education system and the success of students. In recent years, many studies in the field of service quality have been conducted within higher education. However, fewer studies have focused specifically on service quality in student housing. The purpose of this study was to evaluate the perceptions of students with regard to service quality levels in on-campus and off-campus student housing at NMMU, and to identify those service quality dimensions that need attention. A literature review was conducted to explore the meaning and nature of service and quality in student housing. It was concluded that from the different facets of service that quality, customer expectations, customer perception and customer satisfaction are important constructs in evaluating fully the levels of service quality. An amended SERVQUAL instrument comprising 41 items was used for students, in order to evaluate the service quality at on-campus and accredited off-campus student housing at NMMU. The results showed that there are significant differences in the service quality dimensions of on-campus student housing and off-campus student housing. Oncampus student housing gleaned a positive assessment for the dimensions of reliability, responsiveness, empathy and assurance. However, negative perceptions prevail with regard to on-campus infrastructural/tangible issues. The off-campus student housing fell short in a number of service-quality dimensions, including reliability, empathy, responsiveness and infrastructural/tangible issues. The assurance dimension received positive assessments for both on-campus and off-campus student housing. The study proposes that the NMMU student housing management pay attention to the shortcomings and make the desired improvements. The findings of this treatise have practical implications for student-housing managers, as they could direct their resources to improving poor service dimensions, and similarly refine marketing strategies, so that students’ needs are met in an exceptional and satisfactory manner.
- Full Text:
- Date Issued: 2013
- Authors: Elie, Sammy Abraham
- Date: 2013
- Subjects: SERVQUAL (Service quality framework) , Student housing -- Resident satisfaction -- South Africa , Consumer satisfaction -- South Africa , Nelson Mandela Metropolitan University -- Student housing
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8869 , http://hdl.handle.net/10948/d1020297
- Description: The increasing attention to the provision of accessible, decent, safe and academically appropriate student housing in South Africa has led to a closer investigation of the nature and levels of quality in both on-campus and off-campus student accommodation. Nationwide, student housing management recognises that quality student housing is of great importance to both the quality of the higher education system and the success of students. In recent years, many studies in the field of service quality have been conducted within higher education. However, fewer studies have focused specifically on service quality in student housing. The purpose of this study was to evaluate the perceptions of students with regard to service quality levels in on-campus and off-campus student housing at NMMU, and to identify those service quality dimensions that need attention. A literature review was conducted to explore the meaning and nature of service and quality in student housing. It was concluded that from the different facets of service that quality, customer expectations, customer perception and customer satisfaction are important constructs in evaluating fully the levels of service quality. An amended SERVQUAL instrument comprising 41 items was used for students, in order to evaluate the service quality at on-campus and accredited off-campus student housing at NMMU. The results showed that there are significant differences in the service quality dimensions of on-campus student housing and off-campus student housing. Oncampus student housing gleaned a positive assessment for the dimensions of reliability, responsiveness, empathy and assurance. However, negative perceptions prevail with regard to on-campus infrastructural/tangible issues. The off-campus student housing fell short in a number of service-quality dimensions, including reliability, empathy, responsiveness and infrastructural/tangible issues. The assurance dimension received positive assessments for both on-campus and off-campus student housing. The study proposes that the NMMU student housing management pay attention to the shortcomings and make the desired improvements. The findings of this treatise have practical implications for student-housing managers, as they could direct their resources to improving poor service dimensions, and similarly refine marketing strategies, so that students’ needs are met in an exceptional and satisfactory manner.
- Full Text:
- Date Issued: 2013
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