Thesis (Ph. D.)--Columbia University. / Vita. Bibliography: p. 93-96.

The purpose of the study is to analyze whether perceived customer service directly related to customer satisfaction regarding the National Alcohol & Liquor Factory (NALF) customers in Addis Ababa. The findings of the study indicated that five service quality dimensions were positively related to overall service quality and are indeed drivers of service quality which in turn has an impact on customer satisfaction. The study findings also indicated that all the standardized coefficients relating the service quality dimensions to overall service quality and to customer satisfaction have the expected positive sign and are statistically significant.

The purpose of the study is to analyze whether perceived customer service directly related to customer satisfaction regarding the National Alcohol & Liquor Factory (NALF) customers in Addis Ababa. The findings of the study indicated that five service quality dimensions were positively related to overall service quality and are indeed drivers of service quality which in turn has an impact on customer satisfaction. The study findings also indicated that all the standardized coefficients relating the service quality dimensions to overall service quality and to customer satisfaction have the expected positive sign and are statistically significant.

M.Com. (Business Management) / The retail industry in South Africa is faced with economic pressure, which is affecting growth in the sector. Consumers are affected by inflation which affects their purchasing power. Added to this many retail businesses in South Africa are experiencing the phenomena of stock-outs. Retail stock-outs can amount to 4% of annual turnover for an average retail business in South Africa. This is putting huge strain on retail businesses to remain competitive in the industry and thus retail businesses have to ensure adequate management is in place to drive efficiency. Management of processes and practices in a supply chain are critical to achieve synchronisation amongst supply chain entities. This assists in achieving reliability, responsiveness and flexibility with customers in the supply chain and thus stock-outs can be avoided or reduced. This study highlights four management processes and practices that are critical in achieving synchronisation and decreased variability in the supply chain, which would result in avoiding or reducing stock-outs. The four management processes and practices analysed in this study are customer demand, inventory management, retail operations and supplier relationships. These four management processes and practices were tested using an exploratory case study using a case study approach in the warehouse retail liquor industry in Johannesburg. Data was collected using questionnaires and semi-structured interviews in retail outlets. The questionnaires were structured in a format that categorised the four management processes and practices through perceptions and realities of management. The semi-structured interviews were used to gather responses of perceptions and realities of management processes and practices and causes to stock-outs. From the results of the study, the primary reasons for stock-outs were attributed to poor inventory management practices, a lack of understanding customer purchasing patterns and poor communication with suppliers. These reasons affected the synchronisation of activities in the supply chain and thus increased variability which resulted in stock-outs.

Thesis--Montpellier, 1957. / Date from spine. Includes bibliographical references (p. [357]-360). Also issued in print.

Thesis--Montpellier, 1957. / Date from spine. eContent provider-neutral record in process. Description based on print version record. Includes bibliographical references (p. [357]-360).

Thesis (MTech (Retail Business Management))--Cape Peninsula University of Technology, 2016. / Small Micro and Medium Enterprises (SMMEs) play a vital role in employment creation and economic growth. As South Africa experiences population growth, so does the township small business industry. Township refers to those areas that were previously reserved for Blacks, Coloured and Indians under the discriminatory apartheid government. The characteristics of these areas included the following: poor infrastructure, high crime, low income and generally exclusion from mainstream economic activities According to the top three liquor manufacturers and brand distributors that claim about 80% of the total market share by volume and revenue (South African Breweries, Distell and Brandhouse Beverages) the township market makes the largest contribution to their business revenue. These giants are recording growth every year, but the development, growth, sustainability and success of the township liquor retail market is static and unsatisfactory. How township liquor retailers can achieve sustainable growth is not yet clear. The significant contribution made by the industry to the economy and job creation has been recognised by industry role players at large. The Department of Trade and Industries (DTI) has also expressed its commitment to supporting this industry as one that shows potential for growth and sustainability. This particular sector needs assistance to improve the success and sustainability of township liquor retailing, especially with the creation of employment opportunities. The objective of this study, then, is to develop an industry specific framework that identifies and addresses the critical success factors (CSFs) for township liquor retailing. The study is based on qualitative interviews carried out with industry experts (as an exploratory study) and liquor retailers from two of Cape Town’s townships, namely Khayelitsha and Mitchells Plain.

Submitted in fulfillment of the requirements for the Masters in Business Administration--Durban University of Technology, 2009. / The South Africa alcohol industry is one of the most challenging and competitive sectors of the FMCG. With the strong presence of international brands, the local spirits environment is seemingly becoming tough and uncertain, due to products and prices reaching parity. Organisations within this monopolized industry are faced with intense competition and are seeking ways to differentiate themselves from the competition. One of the differentiating factors being considered by the organisation under study is improving its service delivery. The aim of this study is to evaluate customer expectations and perceptions of service quality at Edward Snell & Co Ltd. within the greater Durban area. This report has reviewed current literature and opinions about customer service, and has also reviewed factors such as customer service, service characteristics and its measurement. The report also covers data analysis, data collection, and questionnaire design in the research methodology chapter. The analysis of the results reveals important gap findings amongst the tangibles, reliability, responsiveness, assurance and empathy dimensions of service quality. Finally, in order to improve the levels of customer service at Edward Snell & Co Ltd., recommendations such as regular service quality measurements, education of the organisation’s workforce and other general recommendations are included in the study.

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 Johannesburg, April 2016 / The study hypothesized a relationship between the dependent variable, consumers’ intention not to purchase, with four independent constructs, namely, health concerns, perceived price, restricted availability and subjective norms, as de-marketing indicators. The study targeted just over two hundred consumers, aged eighteen and above, who had consumed alcohol in the last seven days, in the greater Gaborone area. The respondents were chosen using random simple sampling and quota sampling. Because of this and the fact that the greater Gaborone area makes up about fifty percent of alcohol sales, the results of the quantitative study are reasonably representative. The data was collected using structured questionnaire. The hypotheses and models were tested, and structural equation modelling performed, using SPSS and AMOS software. The study aims to address the gap of body of knowledge on alcohol policy in Botswana and other developing countries. The undertaken literature review revealed that it is only the developed countries that have implemented and evaluated their policies. The developing countries recently followed suit because their economic growth has increased consumers’ buying power and appetite for aspirational brands. The liquor industry’s advertising, promotion and sponsorships grew consumption significantly, along with socio-economic costs, such as absenteeism, alcohol abuse, car accidents, alcohol-related diseases, and the spread of HIV. Botswana’s alcohol policy has been in effect since 2011, under the Ministry of Health. Among others, legislature was revised, government imposed a tax, liquor trading days and hours amended, health-related alcohol public campaigns rolled out, and the legal blood alcohol level lowered. The study has found that the four independent constructs all influence consumer’s intention not to purchase. The biggest opportunity revealed is the effect of subjective norms, which should be exploited going forward. It is hoped by the researcher that this study, not only adds to the body of knowledge, but stimulates more research on the same. / MT2017

El tema del presente trabajo es la instalación de una planta productora de licor de higo fermentado para el mercado limeño, dicho producto busca ser considerado como una nueva opción para el consumo de bebidas alcohólicas, se puede tomar en toda ocasión, principalmente como acompañamiento en las comidas. / The theme of this project is the installation of a fig liqueur plant for the Lima market, this product is intended to be considered as a new option for consumption of alcoholic drinks, it can be drunk at all times, mainly as accompaniment in foods. / Trabajo de investigación