Submitted in fulfillment of the requirement for the Masters Degree in Technology: Marketing, Durban University of Technology, 2013. / South Africa is experiencing an expansion of pharmacy chains. Globalization and deregulations have increased competition within the retail pharmacy sector. In this highly competitive sector, the most important strategy for a pharmacy chain to obtain customer satisfaction and maintain market profitability is attributed to customer-focus. The pharmacy chain needs to ensure that the customer remains the cornerstone of their business strategy and that they are able to “delight†the customer. Customer satisfaction has many benefits for the pharmacy chain, such as higher revenues, higher customer retention and increased market shares. Superior service quality and customer satisfaction must be promoted and maintained in order for the pharmacy chain to be the pharmacy of choice. The aim of this study is to measure levels of customer satisfaction at a selected pharmacy chain within the greater Durban area. The instrument to assess the customer’s expectations and perceptions of customer satisfaction is the SERVQUAL questionnaire, measuring expectations and perceptions according to five quality dimensions. These quality dimensions include tangibles, reliability, responsiveness, assurance and empathy. Four hundred customers were surveyed using the SERVQUAL questionnaire. The respondents were selected using non-probability sampling within which convenience sampling was applied. Data is analyzed using descriptive and inferential statistical techniques. Conclusions and recommendations are drawn from the literature and the findings of the study. The study shows that customers’ expectations exceeded their perceptions on the five service quality dimensions used in the SERVQUAL questionnaire. Improvements are necessary in certain customer satisfaction dimensions. Therefore, it is recommended that the selected retail pharmacy chain attend to these gaps and ensure that necessary strategies are implemented in order to offer superior customer service in the face of growing competition. / M

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

Submitted in partial fulfilment of the requirements for the degree of Master of Business Administration in the Business Studies Unit, Durban Institute of Technology, 2004. / Customer satisfaction is a critical component of a business' competitive strategy. The Cane Testing Service (CTS) division of the South African Sugar Association is operating in a deregulated market environment and thus has to ensure that customers are always satisfied with the quality of service received from CTS. This study aimed to establish the change in customer satisfaction levels between 1998 and 2003. The study set out to determine customer satisfaction levels with specific customer groupings of combined millers and growers, millers-only and growers-only of all fourteen Mill Group Boards. The study investigated customer satisfaction levels for each of the sixteen service characteristics for the fourteen Mill Group Boards. Regular measurement of customer satisfaction allows CTS to continuously improve the levels of customer satisfaction and thereby minimise the threat to CTS of competitors entering the sugar industry laboratory services market. Customer satisfaction levels were determined by conducting a longitudinal, quantitative survey on one hundred and sixty-eight miller and grower members of all Mill Group Boards using the CTS developed questionnaire, containing CTS and customer verified service attributes. I I I The 2003 study shows a statistically significant improvement in customer satisfaction levels with CTS service delivery across all customer groupings in comparison with the 1998 customer satisfaction levels. The specific Mill Group Board analyses shows an improvement in customer satisfaction levels for twelve of the fourteen boards. Specific strategies are to be developed for those boards and service attributes that did not show an improvement. It is recommended that CTS customer surveys be conducted every three years and the Balanced Scorecard management tool be used to monitor the effectiveness of customer improvement strategy implementation. It is proposed that future research consider benchmarking CTS service delivery against other similar service providers and that focus groups be employed to obtain feedback from key customers. / M

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

A research report submitted to the Faculty of Engineering and the Built Environment, University of the Witwatersrand, in partial fulfillment of the requirements for the degree of Master of Science in Engineering (Industrial), 2012 / This research project undertakes to investigate the linkage between firni Net Promoter score and firm growth in the South African context. South African fmns arc selected from the cellular service provider industry and the retail banking service provider industi7 and a primary research study is undertaken to obtain sample data for the respective firms’ Net Promoter scores. Finn revenue is defined as a suitable measure of firm growth and half year time period from 2010 to 201 1 arc defined as periods from which percentage growth rates may be computed. Revenue data for each linn is collected from public sources and an annual percentage growth rate for each firm is calculated from revenue reported for the first half of 2010 to 2011. A data reliability test is perfonned on the Net Promoter data set and the data is found to be non-uniform and preferential, indicating scores which arc not arbitrary. A Pearson’s correlation analysis is performed to measure the strength of relationship between the Net Promoter scores and percentage firm revenue growth rates. The results of the Pearson correlation analysis indicates a relatively stronger linear relationship between Net Promoter scores and percentage firm revenue growth for the South African cellular service provider industry segment (0.9932) and a relatively weaker linear relationship between that and the South African retail banking industry segment (0.4752). This research finds that there is a positive linkage between Net Promoter scores and revenue growth rates which is consistent with previous research undertaken on the subject. / WS2017

MCom (Marketing) in the School of Economic and Business Sciences at the University of the Witwatersrand, Johannesburg / With the increasing development of new technologies, organisations are encouraged to integrate these new technologies into their business model in order to be competitive and respond to consumers’ quick adaptation. Today, consumers drive organisations’ strategies across most industries including electronics. The electronic sector is a fast-paced industry and has been steadily growing in South Africa. Businesses need to consider the consumer voice in order to be successful and take into account that consumers are more influenced by their peers rather than a business advertising campaign. The internet has facilitated the communication between businesses and consumers who are using the internet more and more as a tool to seek information about a product or share information about a brand or a product; thus creating content. Therefore, businesses are no longer the sole content generators online. The aim of this study is to explain the importance of user-generated content in making sales and creating long lasting relationships with consumers. In addition, this study will highlight the factors that will enhance the positive attitude of internet users toward the use of user-generated content (UGC). For the purpose of this study, six variables were identified. Subjective norm, information quality and source credibility are the predictor variables of the study. Attitude towards UGC use, followed by brand trust, are both mediator variables and, finally, purchase intention is the depend variable in this study. The nature of the survey was quantitative research and the survey was administered to 400 individuals. Both self-administered and online surveys were distributed to women and men from 18 years to 55 years and older. Findings reveal that there is a positive relationship between the use of UGC, brand trust and purchase intention. However, it was also found that subjective norms, information quality and sour credibility were affecting the use of UGC for decision making. To improve the relationships amongst the different variables, the study suggests few recommendations that marketers need to apply for the benefit of the brand and the satisfaction of the consumers. Main recommendation is firstly that marketers get to know online audience and learn to engage consumers as well as find an opinion leader or influencers to endorse the brand. This will contribute to improving quality of the information, drive individuals to share information with each other and increase the perceived credibility of the source. Secondly, the firm platforms such as the website and social media pages need to be up to date, regularly assessed, measured and promoted through different tools in order to build brand trust and lead eventually to purchase intention. Overall, this study will assist marketers in understanding the factors leading to brand trust and purchase intention through the influence of UGC and the factors affecting it. / 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 the field of Strategic Marketing Johannesburg, 2017 / Sales promotions are ever-present occurrences in modern day markets with companies using them as part of their marketing mix (Blattberg & Neslin, 1990). They also have the ability to effect customer satisfaction and in turn the brand loyalty for that consumer (Li-Xin & Shou-Lian, 2010). Bawa and Shoemaker (2004) found links between non-monetary sales promotions and the brand loyalty of a consumer. Consumers exposed to sales promotions usually had increased purchasing probability and enhanced loyalty to the brand, compared to consumers that were not exposed to the promotion. This study set out to establish the effects on the attitudinal loyalty of consumers who missed the opportunity to partake in a free premium sales promotion. Utilizing a quantitative research methodology, data was collected by means of a structured questionnaire from respondents in South Africa. Internal factors such as the consumers experience of cognitive dissonance; emotion showed towards the brand; and their attitudes towards the brand, were measured and analysed through factor analysis. The most notable finding from the study was that the effect on a consumer’s attitudinal loyalty was contained to the attitude they have towards the brand, irrespective of the level of dissonance that might appear or even the emotional feelings they might have for the brand. Missing the sales promotion would almost certainly alter their perception of the brand and change the internal factors a consumer turns to when searching for information and evaluating their post-purchase consumption. Ultimately, a missed free premium sales promotion will do very little to destroy any brand loyalty that is already present with that consumer. / MT2017

M. Tech. Business Administration / Tshwane University of Technology (TUT) is an institution of higher learning that was established in 2004 as a result of merger of three independent institutions. TUT Directorate of Accommodation Residence Life and Catering has outsourced the entire university student catering division which includes its restaurants, dining halls, tuck-shops, kiosks and a sports bar. Due to the many and recent student protests against the services delivered by contracted firms, there is a need to gain a better understanding of what, specifically, the students are unhappy about. To this end it is sensible to assess this situation, by means of a survey, which is intended to investigate students' levels of satisfaction with various aspects of the catering division. This study intends therefore, to determine the impact of outsourcing on one university service area, namely, catering, by assessing levels of student satisfaction in this area.

M. Tech. Business Administration / In many developing countries, including South Africa, the banking sector is highly concentrated resulting in intense competition among the big four banks in South Africa (e.g. Standard Bank, Nedbank, First National Bank and Absa, and one emerging bank Capitec). In favourable economic conditions, the banking sector plays an essential role in the economic growth of the country. However, the global financial crisis of late 2007 changed the outlook for an already slowing economy, and South Africa was not immune to the impact of the global financial crisis-induced economic slowdown. The banks have been faced with increasing competition and rising costs as a result of regulatory, financial and technological innovation, entry of the foreign banks in the retail banking environment, local competitors who are introducing new and innovative product offering and the challenges of the recent financial crisis. These changes have had a dramatic impact on the performance in sales for commercial banks. Retail banking offers a comprehensive suite of products (e.g. Home Loans, Vehicle Finance, Sales and Investments and Cheques) to customers. It also provides these products through extensive branch networks. Over a period of six months, certain branches of Absa Bank have not been able to meet set targets in sales of the banking products and have caused under-performance in sales for the relevant branches. There are 47 branches in the Gauteng East Region and, among these, six branches were randomly selected under-performing branches in terms of sales targets. This research aims to determine the causes behind under-performance in these East Gauteng branches, as such information would provide management with useful information. The aim of the study is to tests the influence of employee satisfaction, service quality, and customer satisfaction on sales performance, i.e., how these variables impact on sales performance at the branch level.