Thesis (MTech (Marketing))--Cape Peninsula University of Technology, 2008. / This study examines Customer Perceptions of services rendered by Pick 'n Pay Waterfront employees. The main objectives of this study include the following: • To define customer services within a supermarket environment; • To determine how Pick n Pay (PnP) employees achieve customer satisfaction through service delivery; • To determine customer expectations with regards to service delivery; and • To consider the effects of staff absenteeism on client services. A comprehensive literature review was conducted, which explores causes and effects of customer perceptions of services rendered by employees. An empirical investigation was conducted via a quantitative research methodology. A questionnaire and three mystery shoppers were used to gather primary data regarding services. One hundred and sixteen customers responded to the questionnaire. The questionnaire and mystery shopper's surveys were conducted over a three day period at different time intervals. The quantitative investigation revealed significant aspects about customer perceptions with regard to different groups of employees working in the supermarket. The chi-square method was used to test for independence, and the results revealed that customers rate FTE's and VTE's differently in relation to customer satisfaction. The results of the empirical investigation were compared with relevant findings that emerged from the literature study. Based on the present investigation, a wide range of recommendations are offered to Pick n Pay Waterfront management, which would allow them to address the question of customer perceptions pertaining to service delivery by their employees. A further contribution of this study lies in the maintenance and the improvement of customer and staff wellbeing, since increased productivity and profitability of the Pick n Pay group is likely to be ensured.

Thesis (MBA)--Stellenbosch University, 2000. / ENGLISH ABSTRACT: The South African business arena forms a rich platform for tertiary research in strategic management to post graduate students attending South African business schools. The problem exists, however, that very few of these case studies are written up and therefore available as research material to the students. The researcher contributes with this case study to the lean body of research material available for research of South African businesses. The chosen company for research purposes are Pick 'n Pay Stores Limited. This company is typically a leader in the food retailing industry. Information regarding this company is readily available, which increases the learning experience for the student. The study project is presented in the form of a case study that urges the student to work through the material and answer the questions. The questions are formulated with the purpose of guiding the student through the logical steps of a strategic analysis of a company. The case study also includes a model answer that serves the purpose of guiding the lecturer towards the expected answers to the questions of the case study. Initially the student is introduced to a model that could typically be used in the strategic analysis of a company. This model serves as a framework for the strategic analysis of Pick 'n Pay. The student is invited to use this model in the strategic analysis of the company. In so far as this model is not adequate, the student may introduce a new model as long as business-minded and/or academic arguments underpin it. / AFRIKAANSE OPSOMMING: Die Suid-Afrikaanse besigheidsarena skep 'n ryk platform vir tersiêre navorsing in strategie bestuur aan nagraadse studente by bestuurskole. Die probleem bestaan egter dat min sodanige gevallestudies opgeteken is en derhalwe beskikbaar is as leerstof. Die navorser dra by wyse van hierdie werkstuk by tot die uitgedunde bron van leermateriaal beskikbaar vir strategiese analises van Suid-Afrikaanse gevallestudies. Die gekose maatskappy vir analise, is Pick 'n Pay Stores Limited. Hierdie maatskappy is tipies 'n leier in die kleinhandel voedsel industrie. Daar is baie inligting beskikbaar en opgeteken aangaande hierdie maatskappy, wat die leerervaring vir die student vergroot. Die werkstuk word opgeskryf in die vorm van 'n gevallestudie wat die student noop om , deur die leesstof te werk en die opgestelde vrae te beantwoord. Die vrae is geformuleer met die doel om die student deur die logiese stappe van 'n strategiese analise van 'n maatskappy te lei. Die gevallestudie sluit ook 'n modelantwoord in wat ten doel het om die dosent te lei in die antwoorde wat verwag word in die gevallestudie. Die student word aanvanklik voorgestel aan 'n model wat gebruik kan word in 'n tipiese strategiese analise van 'n maatskappy. Hierdie model dien as raamwerk vir die strategiese analise van Pick 'n Pay. Die student word uitgenooi om hierdie model te gebruik om die strategiese analise van die maatskappy te doen. In soverre hierdie model nie voldoende is nie, kan die student 'n nuwe model bekend stel, solank dit met weldeurdagte akademiese en/of besigheidsbeginsels onderstreep word.

Thesis (MBA)--Stellenbosch University, 2012. / ENGLISH ABSTRACT: The book industry in South Africa is under severe pressure the last couple of years. The reason why the book industry in South Africa is under severe pressure is because of various reasons; one of the reasons is that the South African Government is spending less each year on education, specifically on school text books. As per the Willem Struik (2009) during the SABA conference in Durban, government has spend by more than 87% less on school text books. There is a further challenge for Publishers in order to generate more sales and that is that digitalization has a big impact on the turnover of publishers. The study is not doing an in-depth research on digitalisation and the impact thereof. The biggest impact that digitalisation has on the book industry and specific to publishers is that the gross profit is less for a digital book than a physical book. The main reason why the gross profit (GP) is less for a digital book is because all input costs remain the same for a digital and physical book, it is only the logistics where there is a cost saving (no more warehousing and physical distribution). The study analysis the potential additional revenue there is for publishers if they were to decide to supply to Supermarkets and not to the traditional book outlets only. The study as per Appendix A clearly indicates that there is definitely more revenue for the publishers to make if they were to supply books to supermarkets. The study also identifies that there are basically four role players in the business concept of supplying books to supermarkets and they are the publisher, retailer, logistics company and the end-consumer. The study indicates that in order for the business concept of supplying books to supermarkets to be successful all four role players have to believe in this concept and agree on the terms conditions from the various parties.

The increasingly competitive business environment has influenced contemporary organisations to build mutual beneficial relationships with their customers indicating a paradigm shift from transactional marketing. In order to compete in this intense competitive environment, organisations are creating competitive advantage over their rivals through service quality that will influence customer satisfaction which subsequently leads to customer loyalty. Service quality has been found to be the key strategy of success and survival for most organisations like retail supermarkets who want to win the loyalty of their customers because of its positive effect on customer satisfaction. The purpose of this research was to determine the relationship between service quality, customer satisfaction and customer loyalty in the retail supermarket industry. An empirical study was conducted in Grahamstown between two main supermarkets through a survey that determined customers’ perceptions on service quality, customer satisfaction and customer loyalty respectively. The empirical findings of this research study revealed that moderate to strong positive linear relationships exists between the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) and customer satisfaction at the 5% level of significance. Furthermore, this study showed that dimensions of service quality (namely physical aspects, reliability, personal interaction and problem solving) have weak negative linear relationships with price sensitivity dimension of customer loyalty. The study further showed that the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) have weak to moderate positive linear relationships with the purchase intentions dimension of customer loyalty. In addition, all the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) showed moderate positive linear relationships with word of mouth communication dimension of customer loyalty. A weak negative linear relationship between price sensitivity dimension of customer loyalty and customer satisfaction was revealed in this study. Purchase intentions dimension of customer loyalty was also found to have a moderate positive linear relationship with customer satisfaction. In addition, word of mouth communication dimension of customer loyalty showed a strong positive linear relationship with customer satisfaction. There is sufficient evidence that the customers of the two supermarkets in this study have different perceptions on problem solving dimension of service quality. This study further provides sufficient evidence of the significant difference between gender on the levels of customer satisfaction. In addition, this study showed that customers of various levels of education and occupations differ in price sensitivity dimension of customer loyalty. The average scores for word of mouth communication, purchase intentions and price sensitivity dimensions of customer loyalty were found to be significantly different between the two supermarkets investigated in this study. Therefore, for supermarkets to compete effectively in the intense retail supermarket industry in South Africa they have to manage their service quality dimensions so as to influence customer satisfaction and customer loyalty respectively.

Thesis (DTech(Marketing Management)-- Cape Peninsula University of Technology, 2011 / The fall of apartheid in South Africa has attracted a large number of immigrants from different parts of the world, predominantly from sub-Saharan Africa. Sub-Saharan Africans immigrate to South Africa mainly in search of greener pastures and for educational enhancement. However, in pursuit of their objectives, sub-Saharan African immigrants encounter numerous challenges. One of the main challenges encountered by sub-Saharan African immigrants in South Africa is the absence of indigenous foods in South Africa’s leading supermarkets. As a result, the majority of these immigrants are compelled to modify their taste and food needs to comply with available local products. Sub-Saharan African immigrants in South Africa also consume indigenous foods obtained from friends and relatives visiting South Africa and from ethnic entrepreneurs. However, ethnic entrepreneurs are perceived to be expensive, have poor quality products and a limited variety of stocks. As a result, the majority of sub-Saharan African immigrants in South Africa prefer to buy their indigenous foodstuffs from South Africa’s major supermarkets, in the case where they are stocked by these supermarkets. It is noteworthy that, South Africa’s leading supermarket chains acknowledge the potential of the emerging sub-Saharan African immigrant market and are interested in stocking indigenous food products from other sub-Saharan African countries. However, these supermarkets lack the knowledge and understanding of the market in order to establish marketing strategies to cater for their immigrant customers’ indigenous food needs. This study has established a food consumption behaviour model of the sub-Saharan African immigrants in South Africa.

Submitted in fulfillment of the requirements for the degree of Masters of Management Sciences: Marketing, Durban University of Technology, Durban, South Africa, 2016. / Customer service has been identified as a crucial aspect of the retail mix that can pose great significance in the creation of a store image. The modern retail sector has become highly competitive, with consumers demanding exceptional service that surpasses the expectations of service such that, comprehensive service strategies remain crucial for retailers to succeed (Timm, 2008:110). Furthermore, the increasing sameness of merchandise among supermarkets has induced retail giants in South Africa to rely on offering high quality service to remain competitive and build some source of differentiation (Beneke et al., 2012:173). Comprehensive service strategies are a requirement for retailers to remain competitive as they positively influence consumer perception of service that ultimately creates a store image (Harris 2010:17). Failure of service delivered to meet or exceed consumer expectation results in negative perception among consumers and customers end up deserting that particular retailer in search of better service elsewhere (Johnston and Marshall 2010:173). The main aim of this study was to determine the influence of customer service on consumer buying behaviour at selected supermarkets within the greater Durban area. To accomplish the objectives of this study, a quantitative study was conducted in the form of a descriptive survey. A sample of 400 respondents was questioned. Self- administered questionnaires were distributed amongst participants. Non-probability sampling was used in selecting respondents in the greater Durban area. Reviewed literature and findings of the study made the basis for conclusions and recommendations of this study. Results of this study indicate the following: • There is a positive perception towards service delivery in most Durban supermarkets and the majority of respondents indicated their willingness to continue visiting specific stores and recommend them to others. • There is a relationship between customer service and consumer buying behaviour. It is therefore recommended that supermarket management continue to uphold service quality as it not only ensures customer retention but also generates positive attitudes towards the stores. / M