Factors that contribute to an optimal omnichannel retail experience: A South African perspective
- Authors: Hopa, Tandazile
- Date: 2023-04
- Subjects: Business planning , Consumer satisfaction
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/61339 , vital:70374
- Description: The increase in the number of channels driven by technology trajectory over the years have led to a change in customer behaviour. Customers move around different retailer platforms during a single purchase; even so customers still expect a superior and seamless customer experience while navigating these channels. The present study built on studies conducted in countries such as China, Spain, India, United Kingdom amongst others to determine if the learnings from these countries can be applied in the South African context. This study used an interpretivist phenomenological approach and interviewed a qualitative sample of participants to gain insights on their experiences while shopping in these retailers. This study will assist Information Technology managers with prioritisation of their technology roadmaps. This study will also contribute to computer science studies because programmers will have a context of a customer’s perspective when developing omnichannel solutions. Lastly, the study can be used by governments and policy makers in developing national strategic plans relating to shared economy because the study highlights the need to omnichannel retailing in remote areas. The findings from the research were summarised into five themes customer experience, convenience, product, support, and security. The optimal South African omnichannel retail experience is one that allows the customer to seamlessly move across channels by integrating the retailing mix elements of product, place, promotion, price. To achieve this experience, retailers must integrate the customer’s profile information and ensure that the customer’s payment details are secure and are able to seamlessly login in all the retailer platforms. Contrary to the researcher’s expectations, South African customers do not expect an omnichannel support. They expect to keep online support separate from in-store support. , Thesis (MA) -- Faculty of Business and Economic Sciences, 2023
- Full Text:
- Date Issued: 2023-04
- Authors: Hopa, Tandazile
- Date: 2023-04
- Subjects: Business planning , Consumer satisfaction
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/61339 , vital:70374
- Description: The increase in the number of channels driven by technology trajectory over the years have led to a change in customer behaviour. Customers move around different retailer platforms during a single purchase; even so customers still expect a superior and seamless customer experience while navigating these channels. The present study built on studies conducted in countries such as China, Spain, India, United Kingdom amongst others to determine if the learnings from these countries can be applied in the South African context. This study used an interpretivist phenomenological approach and interviewed a qualitative sample of participants to gain insights on their experiences while shopping in these retailers. This study will assist Information Technology managers with prioritisation of their technology roadmaps. This study will also contribute to computer science studies because programmers will have a context of a customer’s perspective when developing omnichannel solutions. Lastly, the study can be used by governments and policy makers in developing national strategic plans relating to shared economy because the study highlights the need to omnichannel retailing in remote areas. The findings from the research were summarised into five themes customer experience, convenience, product, support, and security. The optimal South African omnichannel retail experience is one that allows the customer to seamlessly move across channels by integrating the retailing mix elements of product, place, promotion, price. To achieve this experience, retailers must integrate the customer’s profile information and ensure that the customer’s payment details are secure and are able to seamlessly login in all the retailer platforms. Contrary to the researcher’s expectations, South African customers do not expect an omnichannel support. They expect to keep online support separate from in-store support. , Thesis (MA) -- Faculty of Business and Economic Sciences, 2023
- Full Text:
- Date Issued: 2023-04
An exploratory study of King IV™: The effect of Principle Four and its practices in achieving good performance by selected JSE-listed companies
- Authors: Rohlandt, John
- Date: 2022-10-14
- Subjects: Corporate governance South Africa , Organizational performance , value creation , Business planning , Social responsibility of business South Africa
- Language: English
- Type: Academic theses , Master's theses , text
- Identifier: http://hdl.handle.net/10962/403047 , vital:69917
- Description: The research conducted for the dissertation entitled “An exploratory study of King IVTM: The effect of principle four and its practices in achieving good performance by selected JSE-listed companies”, aimed to determine whether principle four, namely the creation of value, and the application by an organisation of the recommended practices as set out in King IVTM, contribute to the achievement of good performance. The research outlined the background to the research by describing the history of the development of corporate governance internationally and in South Africa, dating back to 1932 and culminating with the King IV™ report. It described the problem statement, defined the aims and objectives of the study, and demonstrated that the significance of the study lies in its exploration of the relationship between the King IV™ practices and good performance. The research also provided a review of the related literature, describing the theoretical background for the research, which includes the conceptual framework and propositions of the research. The research was situated in the post-positivist paradigm, the methodology was qualitative, and the method adopted was a theory-based evaluation, based on a deductive thematic analysis with pattern matching. From a detailed reading of the integrated reports and the King IVTM compliance registers of the fifteen selected listed companies for the years 2017 to 2019, hits and misses in relation to the six capitals and the eight associated practices were recorded. From this, the resulting descriptive statistics were calculated and set out in the form of tables, and a regression analysis was used to support the findings. The research revealed, based on the descriptive statistics data that there is a moderate relationship between good performance and the application of the eight practices set out in King IVTM, that contribute to the achievement of good performance. It was, therefore, concluded that the adoption of corporate governance principles and practices has an effect on performance, although it may not be significant. It is also concluded that the application of the practices in terms of principle four as set out in King IVTM is achieving its intended outcome - the creation of value. The research also concluded that good performance constitutes more than just a company performing financially and that all companies need to comply with the requirements of King IVTM, as the Code is designed to guide organisations in achieving good corporate governance. Governance principles and practices should be adopted in a way that does not unduly constrain them and is appropriate to a company’s particular circumstances. Complying with corporate governance principles and implementing the recommended practices might not guarantee positive outcomes (good performance), but it will guide the board of directors in the pursuit of ethical and effective leadership, and that of sustainable development in order to meet the needs of all stakeholders. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2022
- Full Text:
- Date Issued: 2022-10-14
- Authors: Rohlandt, John
- Date: 2022-10-14
- Subjects: Corporate governance South Africa , Organizational performance , value creation , Business planning , Social responsibility of business South Africa
- Language: English
- Type: Academic theses , Master's theses , text
- Identifier: http://hdl.handle.net/10962/403047 , vital:69917
- Description: The research conducted for the dissertation entitled “An exploratory study of King IVTM: The effect of principle four and its practices in achieving good performance by selected JSE-listed companies”, aimed to determine whether principle four, namely the creation of value, and the application by an organisation of the recommended practices as set out in King IVTM, contribute to the achievement of good performance. The research outlined the background to the research by describing the history of the development of corporate governance internationally and in South Africa, dating back to 1932 and culminating with the King IV™ report. It described the problem statement, defined the aims and objectives of the study, and demonstrated that the significance of the study lies in its exploration of the relationship between the King IV™ practices and good performance. The research also provided a review of the related literature, describing the theoretical background for the research, which includes the conceptual framework and propositions of the research. The research was situated in the post-positivist paradigm, the methodology was qualitative, and the method adopted was a theory-based evaluation, based on a deductive thematic analysis with pattern matching. From a detailed reading of the integrated reports and the King IVTM compliance registers of the fifteen selected listed companies for the years 2017 to 2019, hits and misses in relation to the six capitals and the eight associated practices were recorded. From this, the resulting descriptive statistics were calculated and set out in the form of tables, and a regression analysis was used to support the findings. The research revealed, based on the descriptive statistics data that there is a moderate relationship between good performance and the application of the eight practices set out in King IVTM, that contribute to the achievement of good performance. It was, therefore, concluded that the adoption of corporate governance principles and practices has an effect on performance, although it may not be significant. It is also concluded that the application of the practices in terms of principle four as set out in King IVTM is achieving its intended outcome - the creation of value. The research also concluded that good performance constitutes more than just a company performing financially and that all companies need to comply with the requirements of King IVTM, as the Code is designed to guide organisations in achieving good corporate governance. Governance principles and practices should be adopted in a way that does not unduly constrain them and is appropriate to a company’s particular circumstances. Complying with corporate governance principles and implementing the recommended practices might not guarantee positive outcomes (good performance), but it will guide the board of directors in the pursuit of ethical and effective leadership, and that of sustainable development in order to meet the needs of all stakeholders. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2022
- Full Text:
- Date Issued: 2022-10-14
Perceptions regarding shared value within the South African mining industry
- Authors: Khubana, Talifhani
- Date: 2021-04
- Subjects: Automation , Business planning , Gold mines and mining -- South Africa
- Language: English
- Type: Doctoral theses , text
- Identifier: http://hdl.handle.net/10948/51710 , vital:43365
- Description: Mining has been a key driver of socioeconomic change, economic growth and environmental impact for decades. However, the industry’s volatility and its negative social and environmental effects are sources of concern. In this context, the study investigated the stakeholders’ perceptions of Shared Value (SV) within the mining industry of South Africa. This included establishing antecedents and outcomes of SV within the South African mining industry. The study also aimed to fill the research gap and contribute to the existing body of knowledge regarding the mining industry and SV in South Africa. The comprehensive literature review in this study included discussion on the overview of the South African mining industry, theories related to SV, theoretical perspectives on SV, and the experiential studies supporting the study’s hypothetical model. The empirical investigation conducted by means of a survey was undertaken under the unprecedented conditions of COVID-19 pandemic. The primary data was statistically examined in six phases: exploratory factor analysis (EFA); Cronbach’s alpha; descriptive statistics; Pearson’s product correlation; and regression analysis. The ANOVA was also conducted to determine the influence of demographic factors on SV perceptions. The empirical results confirmed that automation and innovation (through three pillars, namely, innovation for value chain inclusivity, automation and business model innovation, infrastructure development) and employment conditions are the antecedents of SV. The study illustrated three approaches of SV: reconceiving the product/service and markets, reimagining value chain productivity and development of the enabling environment. Furthermore, the study revealed competitive advantage and sustainability performance as the outcomes of SV. This study makes a notable contribution throughout management and strategy practices as it provides insightful guidelines for stakeholders to understand how to adapt and enforce SV strategies, while empirical results could also be utilised by the government as a guide to formulate policies and strategies relating to the mining industry. , Thesis (DPhil) -- Faculty of Business and Economic Sciences, Business Management, 2021
- Full Text:
- Date Issued: 2021-04
- Authors: Khubana, Talifhani
- Date: 2021-04
- Subjects: Automation , Business planning , Gold mines and mining -- South Africa
- Language: English
- Type: Doctoral theses , text
- Identifier: http://hdl.handle.net/10948/51710 , vital:43365
- Description: Mining has been a key driver of socioeconomic change, economic growth and environmental impact for decades. However, the industry’s volatility and its negative social and environmental effects are sources of concern. In this context, the study investigated the stakeholders’ perceptions of Shared Value (SV) within the mining industry of South Africa. This included establishing antecedents and outcomes of SV within the South African mining industry. The study also aimed to fill the research gap and contribute to the existing body of knowledge regarding the mining industry and SV in South Africa. The comprehensive literature review in this study included discussion on the overview of the South African mining industry, theories related to SV, theoretical perspectives on SV, and the experiential studies supporting the study’s hypothetical model. The empirical investigation conducted by means of a survey was undertaken under the unprecedented conditions of COVID-19 pandemic. The primary data was statistically examined in six phases: exploratory factor analysis (EFA); Cronbach’s alpha; descriptive statistics; Pearson’s product correlation; and regression analysis. The ANOVA was also conducted to determine the influence of demographic factors on SV perceptions. The empirical results confirmed that automation and innovation (through three pillars, namely, innovation for value chain inclusivity, automation and business model innovation, infrastructure development) and employment conditions are the antecedents of SV. The study illustrated three approaches of SV: reconceiving the product/service and markets, reimagining value chain productivity and development of the enabling environment. Furthermore, the study revealed competitive advantage and sustainability performance as the outcomes of SV. This study makes a notable contribution throughout management and strategy practices as it provides insightful guidelines for stakeholders to understand how to adapt and enforce SV strategies, while empirical results could also be utilised by the government as a guide to formulate policies and strategies relating to the mining industry. , Thesis (DPhil) -- Faculty of Business and Economic Sciences, Business Management, 2021
- Full Text:
- Date Issued: 2021-04
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