scholarly journals Exploring customer loyalty in the South African mobile telecommunications sector

2017 ◽  
Vol 4 (1) ◽  
pp. 1273816 ◽  
Author(s):  
Simon Morgan ◽  
Krishna Govender ◽  
Len Tiu Wright
Keyword(s):  
South African ◽  
Customer Loyalty ◽  
Mobile Telecommunications ◽  
The South ◽  
Telecommunications Sector

scholarly journals Building customer relationships as retention strategy in the South African domestic passenger airline industry

2010 ◽  
Vol 10 (1) ◽  
Author(s):  
Pierre Mostert ◽  
Christine De Meyer
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Customer Loyalty ◽  
Airline Industry ◽  
Customer Retention ◽  
Customer Relationships ◽  
The South ◽  
Negative Experience ◽  
Building Relationships ◽  
Domestic Airlines

Organisations are increasingly focusing on building long-term relationships with customers, thereby increasing their probability for success by offering customers higher levels of satisfaction, increasing customer loyalty, and ultimately retaining customers. Airlines in particular can benefit from retaining customers as the airline industry is characterised by fierce competition and many airlines are finding it difficult to survive against the backdrop of enormous challenges in the past decade, including the significant decline in demand for air travel together with rising costs and the worldwide economic downturn. This study investigates the effect which a strategy by airlines of building relationships with customers has on customer satisfaction, loyalty, and ultimately customer retention. The effect of service failures on customers' relationships with airlines are also considered as a negative experience could results in customers defecting to competitors. A questionnaire, comprising six sections, was specifically compiled to determine customer retention in the South African domestic passenger airline industry. Data were collected by trained fieldworkers from OR Tambo International Airport by means of a non-probability convenience sampling method from 324 passengers flying with the various domestic airlines. Findings indicate that most respondents were satisfied with the airlines' overall service; respondents who formed relationships with domestic airlines were more loyal toward the airlines; and the relationships of respondents who were satisfied with airlines' service recovery efforts were either strengthened or unchanged. The findings from this study support findings from international studies by providing a unique South African perspective on the effect of a strategy of building relationships with customers on their satisfaction, loyalty and ultimately retention. It can therefore be recommended that the organisations competing in the South African service sector, and specifically the domestic airline industry, make special efforts to build relationships with existing customers, rather than to continually try to acquire new customers. This strategy could result in a higher probability of success by increasing customer satisfaction, customer loyalty, and ultimately customer retention.

scholarly journals Assessing service quality in the mobile telecommunications market

2013 ◽  
Vol 11 (1) ◽  
pp. 510-517
Author(s):  
Jeevarathnam Parthasarathy Govender
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
South African ◽  
Mobile Telecommunications ◽  
The South ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Significant Difference ◽  
Males And Females ◽  
Telecommunications Market

The South African telecommunications market is vibrant and growing, dominated by two players. It is recognised that service quality plays an important role in establishing a competitive advantage. The aim of this paper is to assess ratings of service quality among mobile telecommunications customers. To this end, a survey was conducted among 400 customers using the SERVQUAL questionnaire to measure customers’ expectations and perceptions based on the five dimensions of service quality. The findings indicate that there are gaps between customer expectations and perceptions of service quality. The tangibles dimension exhibited the smallest gap for both companies and the assurance and empathy dimensions revealed the largest gap scores. There were no significant differences in overall expectations between the two companies, but there were significant differences between the companies on overall perceptions of service quality. There was no significant difference in the overall expectations and perceptions between males and females.

Progressive tax: a proposal for customer loyalty programmes

2019 ◽  
Vol 31 (4) ◽  
pp. 626-645
Author(s):  
Teresa Michelle Pidduck ◽  
Karen Odendaal ◽  
Michelle Kirsten ◽  
Lauren Anne Pleace ◽  
Kaylee De Winnaar
Keyword(s):  
South Africa ◽  
Case Studies ◽  
South African ◽  
Financial Reporting ◽  
Customer Loyalty ◽  
Tax Revenue ◽  
South African Government ◽  
The South ◽  
African Government ◽  
Content Type

Purpose The South African Government needs to increase fiscal revenues to cater to increased government spending. This paper aims to argue that the South African Revenue Service (SARS) has an opportunity to tax the receipt of customer loyalty programme awards in the hands of customers, with little amendment to current tax legislation or administration. This provides the South African Government an opportunity to increase much needed tax revenue in spite of limited resources. Design/methodology/approach Five instrumental case studies were used and analysed from a financial reporting perspective to quantify customer loyalty points earned by customers. These can form a basis for deriving the potential benefits from the taxation of customer loyalty programmes in the retail industry. The multiple instrumental case studies used and the application of accounting guidance in International Financial Reporting Standards allow generalisations to be made to highlight the amount of customer loyalty awards granted and possible tax revenues forgone in just one sector of the South African economy. Findings Should the proposals for taxation of customer loyalty programmes be implemented, the fiscus would be able to collect over R 234.35m (US$16.91m) in tax revenue from only five companies providing customers with loyalty awards. This indicates that this proposal for taxation is critical for investigation by the South African Government, as it may aid in achieving revenue goals for South Africa. Originality/value This paper contributes to the literature on taxation legislation within South Africa by proposing a model that may be used by the SARS to increase tax revenues to meet the Government’s needs.

scholarly journals The impact of infrastructural change and regulation on entrepreneurial competitiveness in the South African telecommunications sector

2014 ◽  
Vol 45 (3) ◽  
pp. 97-110
Author(s):  
S. M. Oberholzer ◽  
M. Cullen ◽  
C. Adendorff
Keyword(s):  
Empirical Study ◽  
South African ◽  
The South ◽  
Independent Variables ◽  
Significant Relationships ◽  
Telecommunications Sector ◽  
Fast Pace ◽  
Independent Variable ◽  
The Impact ◽  
Global Drivers

The fast pace of technological advancements is regarded as one of the global drivers of change. In the telecommunications sector in South Africa, these technological advancements as well as sector transformation pose competitiveness challenges to entrepreneurs. This paper reports an empirical study performed to contribute to the promotion of entrepreneurial competitiveness within the telecommunications sector of the South African economy. From the empirical study, significant relationships proved to exist between the intervening- and independent variables and the dependent variable of this study, namely Perceived Entrepreneurial Competitiveness. The independent variable Infrastructural Change positively influenced both the intervening variable Entrepreneurial Orientation and dependent variable Perceived Entrepreneurial Competitiveness. In the same manner, the independent variables of Regulatory Alignment and Entrepreneurial Mindset did positively influenced Perceived Entrepreneurial Competitiveness within thisstudy. The study found that entrepreneurs can position their businesses more competitively if the factors that impact directly or indirectly on Entrepreneurial Competitiveness in the South African Telecommunications sector are taken in consideration.

Articulation of Industrial R&D with Higher Education in the Telecommunications Sector in South Africa

2005 ◽  
Vol 19 (2) ◽  
pp. 179-188 ◽  
Author(s):  
Andrew Paterson
Keyword(s):  
Higher Education ◽  
South African ◽  
Research Capacity ◽  
Telecommunications Industry ◽  
Industrial Sector ◽  
The South ◽  
Industry Research ◽  
Telecommunications Sector ◽  
Education Industry ◽  
Higher Education Industry

This article shows how and why particular higher education-industry research and development networks articulate with the South African telecommunications sector. The range of competing and complementary data telecommunications technologies available in the South African market provide varying opportunities for enterprises to engage in R&D. Two case studies based in the South African telecommunications industry examine R&D interaction between industry and higher education institutions which have nascent rather than developed R&D capacity and which are dependent on industry initiatives. The analysis suggests that the origin of a particular industry-higher education R&D network is contingent on the growth trajectory of the industrial sector in which it is located and on the maturation of research capacity in the higher education sector with which it is linked.

scholarly journals Drivers Of Customer Loyalty In South African Retail Stores

2015 ◽  
Vol 31 (4) ◽  
pp. 1295 ◽  
Author(s):  
Chengedzai Mafini ◽  
Manilall Dhurup
Keyword(s):  
South African ◽  
Customer Loyalty ◽  
Current View ◽  
Store Image ◽  
Retail Stores ◽  
Shopping Malls ◽  
The South ◽  
Gauteng Province ◽  
The Social ◽  
African Context

There remains a need to provide empirically derived and updated information on the influence of store image factors on both the satisfaction as well as the loyalty of customers that is specifically customised to the South African context. This study examined the relationship between store image factors, store satisfaction and customer loyalty in the South African retail environment. The study tests a conceptual framework which links five store image factors; namely, sales assistance, store atmospherics, store appeal, promotion and store accessibility to store satisfaction and customer loyalty. A four section structured questionnaire was administered to a conveniently drawn sample of 489 apparel shoppers. Participants were recruited at three shopping malls located in Gauteng Province, South Africa. Data analysis was conducted using the Statistical Packages for the social Sciences (Version 21.0). Spearman correlations showed negative to weak correlations between the factors and store satisfaction. Regression analysis revealed that promotion and store appeal were statistically significant in predicting store satisfaction. Store satisfaction was positively associated and significantly predicted customer loyalty. The findings of the study can be used by managers in retail stores to develop a current view of the shopping behaviour of todays consumers. This enables them to initiate and implement appropriate marketing strategies in their retail stores.

scholarly journals Customer Loyalty Programmes: The Loss To The Fiscus In South Africa

2013 ◽  
Vol 12 (12) ◽  
pp. 1521 ◽  
Author(s):  
Teresa Calvert Pidduck ◽  
Karen Odendaal
Keyword(s):  
South Africa ◽  
South African ◽  
Customer Loyalty ◽  
Tax Administration ◽  
The South ◽  
Tax Base ◽  
Revenue Administration

The 2013 Budget Speech presented by the South African Minister of Finance highlighted that the best way to generate resources is to grow the economy and increase the tax base. In investigating the possible broadening of the South African tax base, as well as improving revenue administration, there is evidence of a gap in the taxation of customer loyalty programmes. The complexity of identifying and administering the receipt of customer loyalty award credits for millions of individuals has led to the receipt of customer loyalty award credits not being taxed whilst the expenses related to these award credits are being deducted by businesses. In closing this gap, the South African Revenue Service may be able to increase the tax base and limit fiscal leakage. For this reason, any gaps in the taxation of receipts and accruals is of interest to any researcher, taxpayer and government interested in understanding where current administration of legislation may be failing. In this study, the authors consider the tax leakage from a legislative and administrative perspective as well as investigate possible solutions. The revenue authorities in South Africa are urged to make changes to the current tax administration in order to prevent inconsistencies in treatment and tax leakage without negatively impacting the essence of the customer loyalty programmes.

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