Loyalty programmes in the South African health and beauty industry
- Authors: Snyman, Carl Petrus
- Date: 2019
- Subjects: Customer loyalty programs -- South Africa , Customer clubs -- South Africa Beauty shops -- South Africa Cosmetics industry -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/44056 , vital:37097
- Description: This treatise will investigate Loyalty Programmes within the South African Health and Beauty Industry. The most used Loyalty Programmes within South Africa fall into this industry, with Clicks being the most popular programme. The factors that influence success of these Loyalty Programmes is yet to be established. Previous work on customer loyalty has focused on generic factors influencing loyalty, but not on Loyalty Programmes in the Health and Beauty Industry. The review of the literature concentrates on defining customer loyalty and what factors contribute to the success of Loyalty Programmes. This study assessed the success of Loyalty Programmes within the South African Health and Beauty Industry. This study was done using exploratory factor analysis of Loyalty Programme measurement items that looked at attitudes and behaviours influencing customer loyalty. Factor analysis was done using data gathered from an online questionnaire. The sample of this study was selected at random using convenience and snowball sampling. A sample size of n = 603 is used in this study. Descriptive statistics were used to organise the data. Inferential statistics were used to project the findings onto the full population. The biggest contribution of this study was the presentation and statistical assessment of an exploratory factor analysis of factors influencing Loyalty Programmes in the Health and Beauty Industry. The study found that attitudes regarding general assessment, communication, personalisation, trust, flexibility and rewards are factors to consider in Health and Beauty Industry Loyalty Programmes. The study also found factors related to behaviours influencing general assessment, communication, purchase behaviour, flexibility, rewards and personalisation are factors to consider for Loyalty Programmes in the Health and Beauty Industry. The variables pertaining to demographics were found not to have a significant influence on the difference in the attitudes and behaviour of Loyalty Programme participants towards taking part in Loyalty Programmes. Loyalty Programme participation was not found to necessarily influence Loyalty Programmes. Apparent value was found to be an important factor in influencing purchase behaviour of Loyalty Programme participants. Trust towards Loyalty Programmes is not confirmed by Loyalty Programme participation. In order to maintain the credibility of the programme, Loyalty Programmes must gain participants’ trust. The study found no strong indication that Loyalty Programme communication at the moment increases repeat purchase behaviour indicating that communication strategies are not effective in the Health and Beauty Industry Loyalty Programmes. The personalisation approach is more focused on the personalisation of products than services. The ability of participants to use points/rewards on different platforms is important to Loyalty Programme participants. Non-reward value added services such as priority service and limited access to products are not a popular type of reward in the Health and Beauty Industry Loyalty Programmes. The study added to the body of knowledge on the statistical analysis approach to assess customer loyalty in the South African Health and Beauty Industry.
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- Date Issued: 2019
Engendering the meaningful use of electronic medical records: a South African perspective
- Authors: Chipfumbu, Colletor Tendeukai
- Date: 2016
- Subjects: Electronic records -- South Africa -- Management Information storage and retrieval systems -- Management , Medical records -- South Africa Medical records -- Data processing
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: http://hdl.handle.net/10948/18420 , vital:28635
- Description: Theoretically, the use of Electronic Medical Records (EMRs) holds promise of numerous benefits in healthcare provision, including improvement in continuity of care, quality of care and safety. However, in practice, there is evidence that the adoption of electronic medical records has been slow and where adopted, often lacks meaningful use. Thus there is a clear dichotomy between the ambitions for EMR use and the reality of EMR implementation. In the USA, a legislative approach was taken to turn around the situation. Other countries such as Canada and European countries have followed suit (in their own way) to address the adoption and meaningful use of electronic medical records. The South African e-Health strategy and the National Health Normative Standards Framework for Interoperability in eHealth in South Africa documents both recommend the adoption of EMRs. Much work has been done to establish a baseline for standards to ensure interoperability and data portability of healthcare applications and data. However, even with the increased focus on e-Health, South Africa remains excessively reliant on paper-based medical records. Where health information technologies have been adopted, there is lack of coordination between and within provinces, leading to a multitude of systems and vendors. Thus there is a lack of systematic adoption and meaningful use of EMRs in South Africa. The main objective of this research is to develop the components required to engender meaningful use of electronic medical records in the South African healthcare context. The main contributors are identified as EMR certification and consistent, proper use of certified EMRs. Literature review, a Delphi study and logical argumentation are used to develop the relevant components for the South African healthcare context. The benefits of EMRs can only be realized through systematic adoption and meaningful use of EMRs, thus this research contributes to providing a road map for engendering the meaningful use of EMRs with the ultimate aim of improving healthcare in the South African healthcare landscape.
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- Date Issued: 2016