Customer satisfaction of two market segments in Nelson Mandela Bay: a retail perspective
- Authors: Gwavu, Nontle
- Date: 2014
- Subjects: Consumer satisfaction -- South Africa -- Port Elizabeth , Retail trade -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: http://hdl.handle.net/10948/7825 , vital:24308
- Description: Retail industry in South Africa is witnessing fast growth in all cities in South Africa. Attracting customers become key to success in the increased industry competition. Keeping customers satisfied has never been more important than currently. Retailers need to know what customer needs and wants are, to be able to provide and constantly satisfy their needs. Growth in the industry is largely influenced by economic conditions. A stable economic environment allows customers to spend more, thereby increasing the value of retail trade sales. In South Africa, there is strong competition between the four major dominant firms in the retail industry, which include Pick n Pay Holdings Limited (30%), Shoprite Holdings Limited (34%), Spar Holdings Limited (24%), and Woolworths Holdings Limited (11%). For the firms to grow in South Africa, they must have a clear understanding of consumers’ needs and wants. Services rendered by retailers are of utmost importance to their level of success and ability to successfully cater for the market’s needs. The main purpose of this study is to investigate customer satisfaction of two retail stores in the Nelson Mandela Bay, namely Summerstrand and Cleary Park Pick n Pay stores. Three independent variables (employee empowerment, technology and customer relations) were identified and were tested against one dependent variable (customer satisfaction). A positivistic paradigm was used to conduct the research. The approach uses the quantitative method of research to establish the causal relationships. A null (Ho) and alternative (Ha) hypotheses were formulated in order to test relationships between variables. A five-point Likert scale enabled primary data to be sourced for 294 customers’ (respondents), who shared their customer satisfaction experience at Pick n Pay stores in the Nelson Mandela Bay. A statistical analysis of quantitative data compromised of three phases. Firstly, the data was subjected to a descriptive analysis to summarise the data. Secondly, reliability (internal consistency) for the research instrument was assessed by means of the Cronbach Alpha Reliability Coefficient. Finally, multiple linear regression analysis were used to test the hypothesis. The empirical findings show that the independent variable positively correlated with the dependent variables. This implies that a positive relationship between employee empowerment, technology, customer relations and customer satisfaction at Pick n Pay stores. Therefore, recommendations given by the researcher focused on all variables that have a relationship with customer satisfaction.
- Full Text:
- Date Issued: 2014
- Authors: Gwavu, Nontle
- Date: 2014
- Subjects: Consumer satisfaction -- South Africa -- Port Elizabeth , Retail trade -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: http://hdl.handle.net/10948/7825 , vital:24308
- Description: Retail industry in South Africa is witnessing fast growth in all cities in South Africa. Attracting customers become key to success in the increased industry competition. Keeping customers satisfied has never been more important than currently. Retailers need to know what customer needs and wants are, to be able to provide and constantly satisfy their needs. Growth in the industry is largely influenced by economic conditions. A stable economic environment allows customers to spend more, thereby increasing the value of retail trade sales. In South Africa, there is strong competition between the four major dominant firms in the retail industry, which include Pick n Pay Holdings Limited (30%), Shoprite Holdings Limited (34%), Spar Holdings Limited (24%), and Woolworths Holdings Limited (11%). For the firms to grow in South Africa, they must have a clear understanding of consumers’ needs and wants. Services rendered by retailers are of utmost importance to their level of success and ability to successfully cater for the market’s needs. The main purpose of this study is to investigate customer satisfaction of two retail stores in the Nelson Mandela Bay, namely Summerstrand and Cleary Park Pick n Pay stores. Three independent variables (employee empowerment, technology and customer relations) were identified and were tested against one dependent variable (customer satisfaction). A positivistic paradigm was used to conduct the research. The approach uses the quantitative method of research to establish the causal relationships. A null (Ho) and alternative (Ha) hypotheses were formulated in order to test relationships between variables. A five-point Likert scale enabled primary data to be sourced for 294 customers’ (respondents), who shared their customer satisfaction experience at Pick n Pay stores in the Nelson Mandela Bay. A statistical analysis of quantitative data compromised of three phases. Firstly, the data was subjected to a descriptive analysis to summarise the data. Secondly, reliability (internal consistency) for the research instrument was assessed by means of the Cronbach Alpha Reliability Coefficient. Finally, multiple linear regression analysis were used to test the hypothesis. The empirical findings show that the independent variable positively correlated with the dependent variables. This implies that a positive relationship between employee empowerment, technology, customer relations and customer satisfaction at Pick n Pay stores. Therefore, recommendations given by the researcher focused on all variables that have a relationship with customer satisfaction.
- Full Text:
- Date Issued: 2014
Modeling economic behaviour in South Africa's informal urban retail trade sector: the case of Port Elizabeth
- Authors: Qabhobho, Thobekile
- Date: 2012
- Subjects: Retail trade -- South Africa -- Port Elizabeth , Business enterprises -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:9008 , http://hdl.handle.net/10948/d1012855
- Description: Even though South Africa‟s historical inequalities are addressed, serious economic disparities are still evident. The informal economy is not flourishing as it should be, especially when compared to other fledgling democracies on the continent and this poses a policy question since most of the participants of this sector are from the previously disadvantaged section of the population. One policy dilemma that comes to the fore is about how to ensure that there is increased productivity in the sector so that the sector‟s contribution to the national economy can be enhanced. While the actual share of the economy contributed by the informal economy is difficult to ascertain there is evidence that this constitutes less than one fifth of South Africa‟s GDP. Within the informal economy trading appears to be the dominant economic activity. Despite the importance of the informal trade the sector has not attracted the needed attention in the literature either locally or internationally. The area that has received much attention by researchers has been the informal financial sector. Drawing on a standard revenue model for the informal trade sector this study examines the factors that explain differences in the performance of the retail trade businesses; given that these can be identified an effort should then be made to explore the policy measures that can improve the performance of these firms. The study is based on a sample of 300 informal retail traders in the Port Elizabeth environ. The regression analysis presented in this study suggests that residential area, capital, labour, inventory and age of a business are important determinants of an informal retail trade firm‟s revenue. Very few informal retailers indicated that they had businesses training. The survey results show that having a supplier close to the business assists in reducing transport costs, hence the increase in profit margins. Shelters and storages were found to be very useful in the operation of informal businesses.
- Full Text:
- Date Issued: 2012
- Authors: Qabhobho, Thobekile
- Date: 2012
- Subjects: Retail trade -- South Africa -- Port Elizabeth , Business enterprises -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:9008 , http://hdl.handle.net/10948/d1012855
- Description: Even though South Africa‟s historical inequalities are addressed, serious economic disparities are still evident. The informal economy is not flourishing as it should be, especially when compared to other fledgling democracies on the continent and this poses a policy question since most of the participants of this sector are from the previously disadvantaged section of the population. One policy dilemma that comes to the fore is about how to ensure that there is increased productivity in the sector so that the sector‟s contribution to the national economy can be enhanced. While the actual share of the economy contributed by the informal economy is difficult to ascertain there is evidence that this constitutes less than one fifth of South Africa‟s GDP. Within the informal economy trading appears to be the dominant economic activity. Despite the importance of the informal trade the sector has not attracted the needed attention in the literature either locally or internationally. The area that has received much attention by researchers has been the informal financial sector. Drawing on a standard revenue model for the informal trade sector this study examines the factors that explain differences in the performance of the retail trade businesses; given that these can be identified an effort should then be made to explore the policy measures that can improve the performance of these firms. The study is based on a sample of 300 informal retail traders in the Port Elizabeth environ. The regression analysis presented in this study suggests that residential area, capital, labour, inventory and age of a business are important determinants of an informal retail trade firm‟s revenue. Very few informal retailers indicated that they had businesses training. The survey results show that having a supplier close to the business assists in reducing transport costs, hence the increase in profit margins. Shelters and storages were found to be very useful in the operation of informal businesses.
- Full Text:
- Date Issued: 2012
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