Thesis (Ph. D.)(Metallurgical Engineering)--University of Pretoria, 2005. / Includes summary. Includes bibliographical references. Available on the Internet via the World Wide Web.

Please read the abstract in the section 00front of this document / Thesis (DPhil (Food Science))--University of Pretoria, 2007. / Food Science / DPhil / unrestricted

This dissertation investigates the dissimilar use of price and intrinsic information in product quality assessments by differentially familiar buyers. Further, the impact of price and intrinsic information in evaluating monetary sacrifice, product value and purchase intention are examined. In particular, the impact of differing degrees of buyer familiarity with the product is hypothesized to affect the extent to which price or intrinsic information is used to assess product quality. A secondary set of hypotheses posits relationships between different cues used in value perceptions and manifestations of behavioral intention, depending on buyer familiarity with the product. Pre-experimental work was conducted to accomplish numerous objectives. First, it was necessary to identify a product which exhibited an objective quality-price association in the marketplace that would be used in the experiment. Second, price and intrinsic cue levels were established through pretests. Third, with the assistance of experts, a scale was developed to determine subject familiarity with the product. Based on refinements dictated by pre-experimental work, data were collected to examine the effects of price and intrinsic cues on perceptions of quality, sacrifice, value and willingness to buy, in a 4x2 between subjects factorial design. Subjects' familiarity with the product was assessed and, depending on their degree of familiarity, their responses were analyzed in one of three similar experiments. Data were collected using both magnitude and category scaling procedures. The degree to which variations in the independent variable resulted in variations in responses were compared for the three differentially familiar groups to assess support for the hypotheses. In general, there is a great deal of support for the primary hypotheses, suggesting that unfamiliar, moderately familiar and highly familiar buyers display different cue utilization strategies while assessing product quality. It is likely that all subjects not having the same value for money resulted in relatively weak support for the secondary hypotheses. The implications of the findings are discussed from the perspectives of conceptual, methodological and analytical advances as well as practitioner relevance. The limitations of the research effort are outlined as are potential areas of future research. / Ph. D.

Thesis (Ph. D.)--University of Utah, 1994. / Includes bibliographical references (leaves [133]-139).

In an intensely competitive retail market, keeping consumers satisfied has never been more important than currently. Retailers need to understand how to satisfy their customers in order to enhance their appeal and increase consumer loyalty. Globally people’s lifestyles are changing rapidly. Advances in technology, more flexi-time of customers, and the many other social and economic changes affecting family and home life are some of the reasons why, specifically in the Fast Moving Consumer Goods (FMCG) industry, it is important to act fast to service customers. In South Africa, there is indication of strong competition between the most dominant firms’ in the FMCG market, which include Pick ‘n Pay Holdings Limited (23.8 percent), Shoprite Holdings Limited (23.8 percent), the Spar Group Limited (14.9 percent), and Woolworths Holdings Limited (9.0 percent). As a result, it is unmistakable that in order for FMCG firms to grow and survive in the constantly changing, and competitive retail environment of South Africa, they must have a clear understanding of consumer’s expectations, as well as their actual shopping experiences. As stated, service quality for retailers of FMCG is of utmost importance to their level of success and ability to successfully cater for the market’s needs. Closely linked to this, is the focus of this study, namely to investigate consumers’ perceived levels of product quality, as well as the overall level of satisfaction experienced by customers. The purpose of this analytical research project is twofold: Firstly, to empirically test the hypothetical model and the associated hypotheses (as phrased in Section 1.4) by using confirmatory statistical techniques. Secondly, based on the findings of the research, to craft appropriate retail marketing strategies within the FMCG market that are suitable for implementation to address potential mismatches (gaps) of perceived product quality and consumers’ satisfaction. By the crafting of appropriate retail strategies, the potential to develop the FMCG industry in South Africa will be enhanced. Given the purpose and nature of the research in question, a positivistic research paradigm was adopted. The utilization of a Likert seven-point scale enabled primary data to be sourced from 301 consumers’ (respondents), who shared their perceptions on the expectations and actual experiences about the product quality of FMCG in South Africa. The statistical analysis of quantitative data comprised seven distinct phases. Firstly, the data was subjected to a confirmatory factor analysis to validate the measurement model by assessing the construct (convergent, discriminant and nomological) validity of the pre-specified (predicted) factors. Secondly, the reliability (internal consistency) of the research instrument was assessed by means of Cronbach alpha reliability coefficients. This phase was followed by a multiple linear regression analyses which were used to test the impact of independent variables on the intervening variable. In order to test the second set of hypotheses (null and alternative hypotheses dealing with consumers’ expected product quality and their actual experiences) matched paired t-tests were utilized. Additionally, mean scores and relative percentage ratings on consumers’ expected and perceived product quality levels were also calculated and interpreted. Finally, bivariate linear regression analyses were used to test the third set of hypotheses (impact of consumers perceived product quality on consumers overall level of satisfaction). The findings of the multiple linear regression analyses required that the hypothetical model be reconstructed. Two variables were removed from the hypothetical model, namely, ‘South African culture’ and ‘service promises’. The findings of the matched pair t-tests show that significant statistical differences do exist between the ‘expectations’ and ‘actual experiences’ of consumers’ perceived product quality to support the hypothesis H3.A, namely: “There are no perceived differences between consumers’ expectations and their perceptions (actual experience) of product quality”. Besides the matched pair t-tests, further descriptive statistical analyses were also performed to assess the magnitude of the “gap” between expectations and actual experiences of consumers on South African FMCG product quality, such as the values for Cohen’s d and relative percentage ratings. The findings reveal that the consumers’ were not completely satisfied with their actual experiences. Three sets of conclusions and recommendations were identified for this research. Firstly, conclusions emanating from secondary sources on product quality and consumers’ satisfaction literature were provided, such as consumer satisfaction is seen more as a psychological state, which reveals an overall feeling of consumers’ purchase and consumption experience with FMCG. Secondly, the conclusions linked to the interpretation of the empirical findings revealed significant statistical differences between the expectations and perceptions (actual experiences) of consumers’ on perceived product quality. Finally, recommendations on relevant FMCG retail marketing strategies can be grouped into five domains:  To build customer-led firms which adhere to the principles of true marketing orientation where the focus is on consumers and their needs and wants.  Identify and clearly define the FMCG market in South Africa which comprises different market segments that are of great importance for the retail firms.  The decision on a proper positioning strategy entails the choice of the target market segments, which will determine where and how the FMCG firm competes and the choice of differential advantages.  Retailers should apply suitable marketing strategies to benefit optimally from their FMCG retail marketing strategies.  A sound feedback system is a necessary component in the strategic marketing plan to obtain proper feedback that would contribute to the “management by exception” principle. It further will facilitate performance evaluation of product quality and service delivery, as well as and enable corrective actions to be taken in the case of deviations from the norm.

The issue of dimensions of quality has received very little attention in the marketing literature. This dissertation studies the impact selected individual dimensions of quality has on firm performance. The study examined the relation between product, service and image based dimensions of quality and firm performance. The performance measure utilized in this study was a firm's return on investment (ROI). Sample for the study included Strategic Business Units (SBUs) involved in the manufacture of consumer goods and industrial capital goods. A theoretical framework that details performance effects of selected variables was developed. Drawing upon previous research in Marketing, Management, Economics, and Strategic Planning, propositions and hypotheses were developed. The data required to test the hypotheses was obtained from the PIMS data base of the Strategic Planning Institute. Several GLM procedures including ANOVA, ANCOVA, and Multiple Comparison tests, such as SNK, Tukey and Bonferroni, were employed to test the various operational hypothesis. The results show that product and image based dimensions of quality impact RoT differentially for consumer goods and industrial capital goods. The extent of the difference depends on the order of market entry and the product's stage in the product life cycle. On the other hand, service based dimensions of quality did not impact ROI differentially for pioneers and non-pioneers. Similar results was found across stages of the product life cycle.

published_or_final_version / Economics and Finance / Doctoral / Doctor of Philosophy

M.Ing. (Engineering Management) / The recent quality revolution has improved companies’ competitive positioning; they can utilise quality tools and methodology to improve performance in their markets and businesses. These tools have become easily attainable and popular due to the Internet. However, the Internet has also created higher consumer demand for quality products. The implementation of a quality management system is an effective method to improve product quality as well as improving business performance through documented and managed processes and activities. The ISO 9001 standard and the Total Quality Management (TQM) philosophy are the most popular quality management systems used globally. For the current research, a case study was performed on ten South African firms to (1) gain knowledge of the issues these manufacturing firms face when working towards achieving high product quality levels under ISO certification, as well as (2) to identify successful quality practices implemented by firms that produce superior quality products. A questionnaire was used as the research instrument, and was addressed to employees of enterprises that have any relevance to quality practices of the company they work for, regardless of size. The focus areas of the questionnaire were quality performance, motivation for pursuing ISO 9001 certification, the use of quality tools and the perception that employees have of their firm’s soft elements. A conceptual model was designed for finding causal relationships between these variables. The outcomes of the current research indicated that the majority of the studied firms’ quality performance levels were above average and they proved to have good knowledge of the basic quality tools. The most frequently used quality tools for these South African firms were the activities of monitoring scrap and the use of Statistical Process Control (SPC) tools during production. The results also showed that the firms are very knowledgeable and aware of the importance of the soft elements of the system. The establishment of measurable quality objectives at relevant functions proved to be the soft element that firms were the most satisfied with. The paper concludes with a list of recommendations for organisations that wish to improve or further improve the quality of their products.

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Product upgrade, achieved through the improvement of the functionality of reused or remanufactured products, is often accepted as an effective way to attain a competitive service life extension (SLE). The upgradability of a product is characterised as its ease-of - upgrade virtue. Whether a product can be soundly and easily reutilised and upgraded is strongly influenced by the configurations of its essential characteristics which are determined during the design stages. Design for Upgradability (DFU) is a tool that primarily focuses on enhancing a product's functional, as well as, physical fitness for ease-of-upgrade and reutilisation. / Thesis (PhD)--University of South Australia, 2006.