scholarly journals Drivers of Customer Satisfaction in a Business-to-Business Market: A Survey within the South African Stainless Steel Industry

2019 ◽  
Vol 23 ◽  
Author(s):  
Laetitia Radder ◽  
Marle Van Eyk ◽  
Ryno Laubscher
Keyword(s):  
Stainless Steel ◽  
Customer Satisfaction ◽  
South African ◽  
Market Force ◽  
The South ◽  
Vast Number ◽  
Strong Positive Relationship ◽  
Business Market ◽  
Alternative Means ◽  
The Relationship

The vast number of competitors and the similarity of products on offer in the South African stainless steel stockist and distributor market force organisations to find alternative means of competing effectively. Customer satisfaction might be one such an example. Whilst research has confirmed the positive outcomes of customer satisfaction, much less is known about the antecedents (drivers) that should act as the foundation of attempts to maximise satisfaction, particularly in a developing country. This study confirms five satisfaction drivers, reports the gap scores between importance and satisfaction ratings by the account clients of a major South African stainless steel stockist and distributor, and shows the relationship between these drivers and overall satisfaction. The analysis of 320 useable survey questionnaires shows a moderate to strong positive relationship with overall satisfaction for four of the five drivers. Reliability is the most important driver and product quality received the highest average satisfaction rating. Drivers with the largest significant gap scores include reliability, service quality and commercial aspects. Management should focus on the important drivers—those with the highest negative gap scores between satisfaction and importance, and those showing a significant relationship with overall satisfaction.

scholarly journals An application of the American customer satisfaction index (ACSI) in the South African motor vehicle industry

2006 ◽  
Vol 37 (4) ◽  
pp. 29-38 ◽  
Author(s):  
N. S. Terblanche
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Motor Vehicle ◽  
Focal Point ◽  
The South ◽  
Academic Journal ◽  
Customer Expectations ◽  
Satisfaction Index ◽  
Motor Vehicle Industry ◽  
The Relationship

Longer relationships with customers, with an anticipated concomitant increase in profitability flowing from such relationships, have become the focus of many businesses. Over time numerous measures to gauge and predict loyalty and commitment have been developed with the purpose to assist management in this respect. However, one of management’s major challenges is to employ a model that is appropriate to explain and predict customer retention for a particular company or brand. This study investigates the reliability of the ACSI for South Africa and reports on the empirical findings in respect of the relationships between various dimensions in the ACSI model as applied in the South African motor vehicle industry. Apart from a paper in press, no research or application of the ACSI has been published in any South African academic journal (Terblanche, 2006). The motor vehicle industry as a whole as well as two individual motor vehicle brands is the focal point of this study. The strengths of various relationships such as, for instance, the relationship between customer satisfaction and customer loyalty and the relationship between customer expectations and perceived value were studied. The interpretations of the findings between the various dimensions, which are useful from both a theoretical and a managerial perspective, are offered.

Unraveling the South African Breast Cancer Story: The Relationship of Patients, Delay to Diagnosis, and Tumor Biology With Stage at Presentation in an Urban Setting

2019 ◽  
Vol 235 ◽  
pp. 181-189
Author(s):  
Sarah Rayne ◽  
Kathryn Schnippel ◽  
Surbhi Grover ◽  
Kirstin Fearnhead ◽  
Deirdre Kruger ◽  
...  
Keyword(s):  
Breast Cancer ◽  
South African ◽  
Tumor Biology ◽  
Urban Setting ◽  
The South ◽  
Relationship Of ◽  
The Relationship

scholarly journals Community structure and centrality effects in the South African company network

2013 ◽  
Vol 44 (2) ◽  
pp. 35-43 ◽  
Author(s):  
I. Durbach ◽  
D Katshunga ◽  
H. Parker
Keyword(s):  
Community Structure ◽  
Social Network ◽  
South African ◽  
Stock Exchange ◽  
The South ◽  
Market Capitalization ◽  
Johannesburg Stock Exchange ◽  
The Relationship

This paper conducts a search for community structure in the South African company network, a social network whose elements are South African companies listed on the Johannesburg Stock Exchange. Companies are connected in this network if they share one or more directors on their respective boards. Discovered clusters, called communities, can be considered to be compartments of the network working relatively independently of one another, making their distribution and composition of some interest. We test whether the discovered communities of companies are (a) statistically significant, and (b) related to other attributes such as sector membership or market capitalization. We also investigate the relationship between the centrality of a company’s position in the network and its market capitalization.

(Post)Colonial Culture and the South African Legal System: Understanding the Relationship between Living Customary Law and State Law

2007 ◽  
Vol 28 (2) ◽  
Author(s):  
Sindiso Mnisi
Keyword(s):  
South African ◽  
Paradigm Shift ◽  
Customary Law ◽  
State Law ◽  
The South ◽  
Value System ◽  
Post Colonial ◽  
Colonial Culture ◽  
Law Of Succession ◽  
The Relationship

AbstractThis paper traces the relationship between state law and indigenous systems in South Africa from its incipience, and argues that living customary law has been systematically ignored or inaccurately applied. In it, I advocate a paradigm shift as being fundamental to developing the theories, methods and standards adopted in consideration of customary law. I use the law of succession as a vehicle for displaying the clash of state and customary law and, herewith, expound the process by which this tension came about. In conclusion, I argue that a paradigm shift allowing for customary law to be understood within its own functioning and value system, rather than in a manner imposing western notions of society, culture and progress is necessary. This will enable the reunion of the South African legal order and reincorporation of customary communities into the national project.

scholarly journals The measurement of consumer satisfaction with selected elements of the total retail experience: An exploratory study of fast food and supermarket retailers

2001 ◽  
Vol 4 (1) ◽  
pp. 99-117
Author(s):  
N. S. Terblanche ◽  
C. Boshoff
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Fast Food ◽  
Consumer Satisfaction ◽  
Shopping Experience ◽  
Fast Food Restaurants ◽  
The Individual ◽  
Retail Shopping ◽  
The Impact ◽  
The Relationship

Although attempts have been made to identify some of the dimensions of retail shopping experience, these have been largely fragmented and uncoordinated. No attempt has yet been made to combine the efforts of many retailing students into a comprehensive model that accurately describes the total retailing experience. Also, very little is known about the relationship between the individual dimensions of retail shopping and customer satisfaction. This study attempts to reduce this gap in South African retailing literature by, first modelling the total retailing experience and, then, assessing the influence of selected individual retailing dimensions on customer satisfaction. It also investigates whether the impact of these dimensions of the retailing experience differs between fast food restaurants and supermarket retailers. The empirical results suggest a fairly consistent pattern of relationships between fast food restaurants and supermarkets.

scholarly journals ‘We are having a very enjoyable game’: Britain, sport and the South African War, 1899–1902

2017 ◽  
Vol 25 (1) ◽  
pp. 4-25 ◽  
Author(s):  
Peter Donaldson
Keyword(s):  
South Africa ◽  
South African ◽  
Military Personnel ◽  
Press Coverage ◽  
The South ◽  
South African War ◽  
The Military ◽  
War Stories ◽  
The Relationship ◽  
Military Tradition

This article explores the relationship between sport and war in Britain during the South African War, 1899–1902. Through extensive press coverage, as well as a spate of memoirs and novels, the British public was fed a regular diet of war stories and reportage in which athletic endeavour and organized games featured prominently. This contemporary literary material sheds light on the role sport was perceived to have played in the lives and work of the military personnel deployed in South Africa. It also, however, reveals a growing unease over an amateur-military tradition which equated sporting achievement with military prowess.

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