Thesis (MBA)--Stellenbosch University, 2002. / ENGLISH ABSTRACT: "Globally, businesses invested about $8 billion in hardware, software and external services in 1999 to design and implement eCRM solutions. And these investments will grow to over $38 billion by 2003. We also see that it is happening everywhere from New York City to Sydney and Frankfurt to Seoul and Rio de Janeiro." Stanley A. Brown (2000:xiii). The ever-changing global environment brings new challenges and opportunities to the business environment. These rapid changes in the marketplace force companies to reconsider the ways in which they do business. Companies will not be able to avoid macro-environmental scanning and scenario planning. Companies that will survive in this unpredictable arena must develop skills to become faster and more efficient. The most significant changes and challenges will be in new competition faced by companies (for example, from previously unexpected sectors) and in changes in customer demands. Recent rapid technological developments have created new methods of doing business, resulting in new markets and new business practices. The world-wide market place now allows customers to obtain price and quality information readily and reliably - 24 hours a day, 7 days a week. Companies will not be able to gain and retain competitive advantage by developing skills in only one area. 'Customers are increasingly difficult to satisfy and require quality, promptness and realistic prices for products and services. Customers prefer to be treated as individuals with individual needs and requirements, and not as part of the mass-market. Segmentation alone will not assist companles per se - implementation of the segmentation supported by specific business processes and technologies will result in the required shift from a product-orientated approach to a market-orientated approach. A business objective for companies in the New Economy must be to increase customer retention, leveraged by a customer-driven focus. An increase in customer retention will benefit the company - it is more expensive to acquire new customers than retain an existing customer base. This study argues that a customer-driven focus supported by the latest ecommerce processes and technology will assist companies in gaining and retaining a competitive advantage. The study will focus on the successes, and factors contributing to these successes, of Customer Relationship Management (CRM) software implementation. In addition to the above, the study will focus on the reasons why ROl (Return on Investment) on CRM implementation projects is inadequate in many cases. A further objective of this study will be to describe the main reasons why up to 60% of CRM implementations fail at first pass, and examine how to reduce this percentage significantly. The study will finally demonstrate that the critical question for managers is not whether a CRM system is necessary, but which products to implement and which factors to take into account before implementing the project. / AFRIKAANSE OPSOMMING: "Globally, businesses invested about $8 bill/ion in hardware, software and external services in 1999 to design and implement eCRM solutions. And these investments wil/ grow to over $38 billion by 2003. We also see that it is happening everywhere from New York City to Sydney and Frankfurt to Seoul and Rio de Janeiro." Stanley A. Brown (2000:xiii) Die deurlopend veranderende wêreld veroorsaak dat daar gedurig nuwe uitdagings en geleenthede in die besigheidswêreld ontstaan. Hierdie skielike veranderinge dwing besighede om in diepte te kyk na die manier waarop hulle besigheid doen. Dit sal onwys wees vir besighede om makro-ekonomiese vooruitskatting en scenario-beplanning te vermy. Besighede wat in hierdie onvoorspelbare omgewing wil oorleef, sal vaardighede moet ontwikkel om ratser en meer effektief te wees. Die ingrypendste veranderinge en uitdagings sal wees in die vorm van nuwe kompetisie waardeur besighede bedreig sal word - byvoorbeeld uit voorheen onverwagte sektore - asook veranderinge in verbruikersbehoeftes. Snelle tegnologiese ontwikkeling het nuwe besigheidsmetodes tot stand gebring, met gevolglike nuwe markte en nuwe besigheidspraktyke. Die wêreldmark maak dit nou vir verbruikers moontlik om inligting vinnig en betroubaar in die hande te kry - 24 uur per dag, 7 dae per week. Besighede sal nie 'n kompeterende voorsprong kan realiseer deur vaardighede in slegs een area te ontwikkel nie. Verbruikers is toenemend moeiliker om tevrede te stel, en dring aan op kwaliteit, flinkheid en realistiese pryse vir produkte en dienste. Verbruikers wil behandel word as individue met individuele behoeftes en nie as deel van 'n gesiglose massa nie. Segmentasie alleen kan besighede nie in hierdie verband help nie - die noodsaaklike skuif van 'n produkgeorienteerde benadering na 'n markgeorienteerde benadering sal teweeggebring moet word deur segmentasie wat ondersteun word deur spesifieke besigheidsprosesse en tegnologieë. Besighede in die Nuwe Ekonomie sal hulle ten doel moet stel om verbruikers te behou. Hierdie doelwit moet onderlê word deur 'n verbruikergedrewe fokus. 'n Toename in die behoud van verbruikers is voordelig vir die besigheid, aangesien dit duurder is om nuwe kliënte te werf as om 'n bestaande kliëntebasis te behou. Hierdie studie maak die aanspraak dat 'n verbruikergedrewe fokus, ondersteun deur die mees moderne e-handel prosesse en tegnologieë, besighede sal ondersteun in die verkryging en behoud van 'n kompeterende voorsprong. Die studie sal fokus op die suksesse, en die bydraende faktore tot sukses, wat kan volg op die implementering van spesifiek sagteware vir Kliënteverhoudinge Bestuur (Customer Relationship Management of CRM). Die studie sal verder fokus op die redes waarom die Opbrengs op Belegging (Return on investment of ROl) vir CRM implementasie projekte dikwels ontoereikend is. Die studie sal ook die hoofredes aangee waarom soveel as 60% van alle CRM implementasies met die eerste poging misluk, en ondersoek sal gedoen word na stappe om hierdie persentasie aansienlik te verminder. Die studie sal uiteindelik aan die hand doen dat die kritiese vraag vir bestuurders nie is óf 'n CRM stelsel noodsaaklik is nie, maar watter produkte geïmplementeer moet word, en watter faktore in ag geneem moet word voor implementasie.

published_or_final_version / Business Administration / Master / Master of Business Administration

published_or_final_version / Business / Doctoral / Doctor of Philosophy

published_or_final_version / abstract / Industrial and Manufacturing Systems Engineering / Doctoral / Doctor of Philosophy

The research examined employees and stakeholders' perceptions of a significant educational reform conducted at the A. Youth-Village. The reform aimed at transforming an out-dated agriculture school into a technological-scientific education centre that would be able to train its pupils to meet the challenges of the 21st century. This study investigated the employees and stakeholders' perceptions of the appropriateness of methods used during the organisational change of A. Youth-Village. The studied perceptions related, amongst other issues, to the extent of the respondents’ knowledge about the latest changes introduced, their respective present and future positions in the A. Youth-Village, the impact of the changes on their professional careers, and the necessity for change (Samuel, 2005). The research employed mixed qualitative and quantitative methods to investigate different variables relating to the management of the A. Youth-Village, derived from background conversations with stakeholders' and a review of the relevant literature on traditional management theory. Data analysis was adapted to the different research methods, including statistics and content analysis. Five main categories emerged from the data analysis as important considerations for the management of the A. Youth-Village: (1) Personal Attitude (2) Quality Professional Development (3) Quality Management Approach (4) Quality Consumer Satisfaction and (5) Personal Improvement. These five categories used to form an innovative managerial theory (Ed.QMS), which can serve as an operative management model that would be appropriate to the needs of the A. Youth-Village during and after the implementation of change. The new theory and model embodies an addition to traditional management theory and despite the difficulties involved in generalisation due to the unique nature of the studied institution, it may be relevant and helpful for other boarding technological and agricultural schools.

Submitted in partial fulfillment of the requirements for the Master's Degree in Technology: Business Administration, Durban University of Technology, Durban, 2007. / Organizations in the service sector had to make a radical shift in their strategy to embrace customer-centered philosophies in order to maintain a sustainable business. Without realignment to the new demands and with ever increasing pressures, a superlative customer service cannot be achieved. Companies are increasingly placing greater emphasis on customer satisfaction. Customers are becoming more and more sophisticated due to globalization. Customers are no more buying a product alone, but an accompanying service satisfaction. There appears to be a huge gap between perceived and expected service levels. A concerted effort should be made to either narrow or eliminate this gap. DuPont Performance Coatings is a major supplier of coatings to the automotive industry. It was, therefore, necessary to measure Toyota South Africa Manufacturing's perception of service quality provided by DuPont Performance Coatings. Once the levels of customer satisfaction within Toyota South Africa Manufacturing are measured, it could be used as a basis for recommendations towards improving the service levels of DuPont Performance Coatings. The study involves the use of the SERVQUAL instrument in order to ascertain any actual or perceived gaps between customer expectations and perceptions of the service offered. The study also determines how the management of service improvement can become more logical and integrated with respect to the prioritized service quality dimensions and their strategy to decrease service quality gaps. On behalf of DuPont Performance Coatings, the research objectives were, firstly, to identify Toyota South Africa Manufacturing's expectations in terms of quality services provided; secondly, to ascertain the perceptions of Toyota South Africa Manufacturing towards the service provided by DuPont Performance Coatings; thirdly, to measure the gaps between the expectations and perceptions by Toyota South Africa Manufacturing, using the SERVQUAL score, and, finally to calculate and measure the score of the five SERVQUAL dimensions. The researcher has opted for a census because the entire population that deals with DuPont Performance Coatings is relevant. Each member of the population was classified in certain biographical variables. Eighty respondents were surveyed, using the SERVQUAL questionnaire, and the data were analyzed using descriptive and inferential statistical techniques. The study showed that Toyota South Africa Manufacturing's expectations of service quality exceeded their perceptions on the five service quality dimensions used in the SERVQUAL questionnaire. The smallest dimension gap score proved to be tangibles, while the largest gap score in the study proved to be reliability, followed by assurance. / M

M.Comm. / Organisations could previously succeed on the basis of having customers, but now customers are more educated and aware of their rights. This makes them demanding in their service expectations and affect their perceptions of the service rendered. Physical evidence is one of the 7 P’s in marketing a service. The service that is to be marketed has to be developed according to demand by market segment. Marketing the service is essential to differentiate the organisation’s service from other similar services, using the correct competitive advantage. Physical environment in a health care setting have a significant effect on customer satisfaction, perceived service quality, intention to re-patronize and willingness to recommend. Physical evidence is the servicescape and consists of the interior and exterior environment in a facility Hospitals and hospital environments are dependant on the physical evidence in their facilities and this is often the deciding factor when it comes to choice of a facility. Although the independent doctors play a role in South Africa when it comes to choice of a facility, it is often the patient that chooses the facility on their perceptions of previous experience and word of mouth. Service quality is the difference between expectations and perceptions of the outcomes experienced by the customers. Service quality is essential for customer service and customer services are an essential part of services in the hospital and hospital environment. Although physical evidence was chosen as the dimension for the research, physical evidence is only one dimension of service quality. Other dimensions include reliability, responsiveness, assurance and empathy. A questionnaire was formulated based on the five above dimensions of the SERVQUAL developed by Parasuraman to evaluate the perceptions of patients in a maternity unit in a hospital setting to determine the effect by changing the physical evidence. The outcome of the study identified important aspects that can be utilized in managing an organisation in the health industry. It was identified that adequate seating around a bed is always important for patients in any circumstances, noise levels must be acceptable at all times, the décor in a maternity does influence the perception of service quality, patient’s records kept up to date by the nursing staff are seen as adequate in any physical environment and patients perceive the nurses as having their best interest at heart. This study has shown its importance through the use of a Quasi-experiment that physical evidence is an important dimension in the perception of service quality for patients in a maternity unit in the private health sector. This should be considered by management for future planning in the strategies of an organisation in the healthcare industry.

M.Comm. / The objectives of this study are: - to determine the perceptions of the internal client relative to his requirements of the service being delivered, - to determine the specific areas in which there are shortcomings in the delivering of the services, and - to make recommendations for provision of better service. The respondents who participated in the study, are the managers of Telkom in the Witwatersrand area. The technical support services are delivering a support service to Telkom in maintaining the infrastructure of its network (power systems, air conditioning systems and electronic cards) and the production of various products of plastic and steeL The viability of the workshops will depend on delivering a quality service to its clients that meets their minimum requirement of expected performance. Data collection took place by using the SERVQUAL-questionnaire. This questionnaire is based on the five dimensions of service quality that were identified in a study by Parasuraman, Zeithaml and Berry (1985), namely reliability, reaction, insurance, empathy and tangibles. The managers were required to complete the questionnaire which was sent by E-mail A software program was used to process the results. The results indicated a negative satisfaction index and the conclusion could be drawn that the workshops do not meet expectations of the clients. The satisfaction gap is the difference between the perception of the client of the service that is delivered and the minimum requirements expected of that service. The reliability dimension is rated the worst of the five dimensions, where the respondents felt that the details of the timing of the delivery of the service are insufficient. The tangible dimension is rated the second lowest of the five dimensions. The two most important areas that require attention, agree the premises of the workshops and the documentation which accompanies the delivery of the service.

A research report submitted to the Faculty of Commerce, Law and Management, University of the Witwatersrand, in partial fulfilment of the requirements for the degree of Master of Management in Strategic Marketing January 2016 / While there has been significant research on loyalty programmes in the last two decades, little has been done on the youth market in South Africa. Using the social exchange and relationship marketing theories, the study examines the mediating influence of customer satisfaction, trust and commitment in the relationship between loyalty programmes and repeat purchase behaviour of South African youth. The methodology involved a self-administrated questionnaire adapted from previous studies. Data was collected from 263 South African youth who are loyalty programme members. The study tested six hypotheses using Structural Equation Modeling. The software used was SPSS 22 for descriptive statistics and IBM Amos 22. The findings indicate that all six hypotheses are supported. They also suggest the significance of customer satisfaction as a strong mediator of loyalty programmes and repeat purchase behaviour. Moreover, the study reveals that the mediating influence of customer commitment on loyalty programmes and repeat purchase behaviour is the weakest. The findings reveal that by building customer satisfaction and customer trust amongst the youth, marketers can positively impact on the success of loyalty programmes and repeat purchase behaviour. This study contributes to the literature on loyalty programmes amongst youth within a developing market context. It can assist marketers in developing sound loyalty programmes aimed at the youth market in South Africa. Limitations and future research directions are discussed. / MT2017

A research report submitted to the faculty of commerce, law and management, university of the Witwatersrand, in partial fulfilment of the requirements for the degree of master of management in Strategic Marketing. / Globally there has been a decrease in fixed line telephones while Smartphone sales have been on the rise; the same trend has also been happening in South Africa. Due to this trend, Smartphone brands have been placing importance on the retention of existing customers, therefore focusing on repurchase intentions. The research investigates the relationship between experiential marketing (sense, feel, think, act and relate experience), customer satisfaction and the repurchase intentions of Smartphones amongst the youth market of South Africa. The paper reviews literature on experiential marketing, customer satisfaction and repurchase intentions, then tests six hypotheses which were proposed which led to the development of a research model. Non-probability sampling was used at The University of the Witwatersrand where the study was conducted amongst 223 youth aged 15 – 35 years. Structural equational modelling was used to analyse the data, using SPSS and Amos software. The results revealed sense experience has the most influence on the customer satisfaction of Smartphone brands which then leads to repurchase intentions. The findings are expected to add to literature on experiential marketing, customer satisfaction and repurchase intentions as well as provide practical implications. / GR2018