scholarly journals Interplay between air passengers’ service quality, satisfaction, loyalty and loyalty programmes in South African owned airlines

2017 ◽  
Vol 17 (1) ◽  
Author(s):  
Nicholas O. Mantey ◽  
Vaanie Naidoo
Keyword(s):  
South Africa ◽  
Service Quality ◽  
South African ◽  
Airline Industry ◽  
Sample Survey ◽  
Survey Method ◽  
Research Approach ◽  
Cross Sectional ◽  
International Airport ◽  
Loyalty Programme

Orientation: Delivering service quality is crucial for the continuous operation and sustainability of South African owned airlines. The term ‘South African owned airlines’ refers to six South African owned registered airlines, and is used for purpose of anonymity and confidentiality.Research purpose: The main aim of this study was to examine the interplay between service quality delivery, satisfaction, loyalty programmes and passengers’ loyalty to South African owned airlines.Motivation for the study: Intended to provide insight into quality to society of airline services, the global airline industry in general and the airline industry in South Africa in particular.Research approach, design and method: A quantitative research approach was adopted, using a cross-sectional (sample survey) method. Empirical data was directly collected by the researchers from 684 passengers at O.R. Tambo International Airport in Johannesburg and King Shaka International Airport in Durban using a non-probability random sampling technique.Main findings: The study’s main findings were that: (1) generally, passengers of South African owned airlines were satisfied with the airlines’ service quality and rated such satisfaction as moderate to high. (2) Only 22% of passengers were part of a loyalty programme. However, in the South African context, loyalty programme membership is not indicative of passengers’ loyalty to airlines: 86% of the respondents stated that they are consistently loyal to the airlines (3). There was no association between passengers’ loyalty and frequency of travel. (4) South African passengers have limited choice of airlines; therefore, loyalty and patronage does not lean towards a particular airline.Practical implications: By offering superior service quality to passengers, South African owned airlines could gain competitive advantage ongoing patronage and loyalty, thus increasing overall profitability.Contributions: This study provides cognitive information, which management could use to design new marketing strategies to enhance loyalty in the airlines in South Africa and globally.

scholarly journals Service Quality Failure and Recovery Imperatives: Implications for Airlines Owned by South Africa

2016 ◽  
Vol 8 (4(J)) ◽  
pp. 67-78 ◽  
Author(s):  
Nicholas O. Mantey ◽  
Vannie Naidoo
Keyword(s):  
Service Quality ◽  
South African ◽  
Airline Industry ◽  
Service Failure ◽  
Sample Survey ◽  
Primary Data ◽  
Research Approach ◽  
Cross Sectional ◽  
Service Failures ◽  
International Airport

This article reports on a study that examined service quality and recovery among South African airlines. Service quality is pivotal in the airline industry as service failures could negatively affect operations. The authors created the acronym “AOSA” which stands for “airlines owned by South Africa” for the purposes of anonymity and confidentiality in order to protect the airlines’ identity. A quantitative research approach was used with a cross-sectional analysis (sample survey) conducted with passengers of South African-owned airlines. The questionnaire was designed using a Likert scale tool, adapted to the SERVQUAL model. A non-probability convenient sampling method was used to collect primary data from 684 passengers at O.R.Tambo International Airport in Johannesburg and King Shaka International Airport in Durban. The key findings were that: (1) significant statistical gaps exist between passengers’ expectations and perceptions of AOSA’s service quality and that unsatisfactory service quality is antecedent to service failure. (2) Unsatisfactory service quality is tantamount to service failure in the provision of services by AOSA. (3) A significant positive correlation exists between service quality and the dimensional variables of tangibility, reliability, responsiveness, assurance, and empathy of AOSA. In conclusion, AOSA service quality is unsatisfactory, and management should take steps to empower and train staff in service recovery techniques in other to avoid service failures.

scholarly journals Measurement properties of the construct of the code of ethics content: The South African experience

2018 ◽  
Vol 49 (1) ◽  
Author(s):  
Mercy Mpinganjira ◽  
Mornay Roberts-Lombard ◽  
Goran Svensson ◽  
Greg Wood
Keyword(s):  
South Africa ◽  
South African ◽  
Goodness Of Fit ◽  
Code Of Ethics ◽  
Codes Of Ethics ◽  
Measurement Model ◽  
Measurement Properties ◽  
Survey Method ◽  
Research Approach ◽  
Sampling Frame

Background: Many organisations develop codes of ethics to help guide business conduct. However, not much is known about the contents of codes of ethics. Objectives: This article aims at investigating the code of ethics content construct and its measurement properties using a sample of firms from South Africa. Method: The study followed a quantitative research approach. The sampling frame consisted of the top 500 companies in South Africa. A structured questionnaire was administered using the telephone survey method. The respondents consisted of company secretaries and heads or managers responsible for ethics in the respective companies. At the end of the data collection period, a total of 222 usable responses were obtained. Results: The findings show that South African top companies have comprehensive codes of ethics as evidenced by the high mean values obtained from all of the content items under investigation. The findings also support the notion that the code of ethics content construct is multidimensional. Seven different dimensions were confirmed in the analysis. The measurement model of the ethics content construct was found to be valid as evidenced by the goodness-of-fit measure and measures of validity. Conclusion: The study shows that the code of ethics construct is multi-dimensional in nature. The framework provided in this study can also be used in developing, evaluating and strengthening existing codes where such need arises. This study contributes to theory on business ethics and presents the first tested measurement model of the code of ethics construct in South Africa.

Sustainability - Oriented Innovation and Performance of Small and Medium Enterprises in South Africa

2019 ◽  
Vol 10 (1) ◽  
pp. 231
Author(s):  
Olawale FATOKI
Keyword(s):  
South Africa ◽  
Quantitative Research ◽  
Small And Medium Enterprises ◽  
Manufacturing Sector ◽  
Survey Method ◽  
Research Approach ◽  
Cross Sectional Survey ◽  
Design Data ◽  
Cross Sectional ◽  
Medium Enterprises

The purpose of this study is to investigate the effect of sustainability-oriented innovation (SOI) on the performance of small and medium enterprises (SMEs) in South Africa. The study adopted a multi-dimensional measure of performance (financial, social, environmental, innovation and quality). The study used the quantitative research approach and the descriptive and causal research design. Data was collected from one hundred and ninety eight owners/managers of SMEs in the manufacturing sector. The cross-sectional survey method (self-administered questionnaire) was used for data collection. The participants in the study were conveniently sampled. Descriptive statistics, factor analysis, correlation and regression analysis were used for data analysis. The Cronbach’s alpha was used as a measure of reliability. The findings of the study indicate that economic, environmental and social dimensions of SOI have significant positive relationships with the five measures of performance. Limitations, areas for further study and recommendations to improve the SOI of SMEs are suggested.

scholarly journals Emerging Information Technologies and Delivering of Service Quality to Air Passengers: Case of South African Own-Registered Airlines

2018 ◽  
Vol 10 (1) ◽  
pp. 194
Author(s):  
Nicholas O. Mantey ◽  
Vannie Naidoo
Keyword(s):  
Service Quality ◽  
South African ◽  
Quantitative Research ◽  
Information Technologies ◽  
Sampling Technique ◽  
Primary Data ◽  
Cross Sectional ◽  
International Airport ◽  
Airline Passengers ◽  
Sectional Analysis

 Increasingly services to airline passengers have evolved into the digital and technological realms. This study examined the extent to which South African own-registered airlines (SAORA) utilize emerging information technologies in delivering service quality to air passengers. The acronym “SAORA” refers to Six South African own-registered airlines which was focus of this study. The research methodology adopted for this study was a descriptive approach focused on cross-sectional analysis. Using a quantitative research method and non-probability convenient sampling technique, primary data was collected from 684 passengers at O.R. Tambo International Airport in Johannesburg and King Shaka International Airport in Durban. The study revealed that by utilizing emerging technologies, SAORA stand to offer superior service quality to air passengers, thereby gaining competitive advantage, continuous patronage, loyalty and increased profitability.  

Insights Into South Africa's Travel Agency Sector With Respect to Service Quality

2019 ◽  
pp. 101-115
Author(s):  
Vannie Naidoo
Keyword(s):  
South Africa ◽  
Service Quality ◽  
South African ◽  
Value Chain ◽  
Strong Relationship ◽  
Professional Service ◽  
Travel Agency ◽  
Research Approach ◽  
Travel And Tourism ◽  
Travel Agencies

Travel agencies remain important points of call for tourists wishing to travel locally or abroad. In South Africa, the Association of South African Travel Agencies (ASATA) drives the travel agency sector. The primary aim of ASATA is to maintain and further improve a sustainable and profitable sector of its members by ensuring the delivery of a professional service to the travelling consumer. This service is achievable by the travel agency or tour operators through a strong relationship and open dialogue being present with all stakeholders in the travel and tourism value chain. Since tour agencies operate in dynamic, continuously changing environments, the concept of service quality is an important strategic tool that can be used by a tour agency to retain its clients and attract new clients. Word of mouth is an excellent tool that can create brand awareness and build customer loyalty towards a tour agency. Travel agencies that provide superior quality service in those service offerings to their clients can be leaders in the travel agency sector. This chapter employs the qualitative research approach and looks at unpacking literature on the travel agency sector. Service quality in the sector in South Africa is another key theme explored.

scholarly journals Emerging Information Technologies and Delivering of Service Quality to Air Passengers: Case of South African Own-Registered Airlines

2018 ◽  
Vol 10 (1(J)) ◽  
pp. 194-206
Author(s):  
Nicholas O. Mantey ◽  
Vannie Naidoo
Keyword(s):  
Service Quality ◽  
South African ◽  
Quantitative Research ◽  
Information Technologies ◽  
Sampling Technique ◽  
Primary Data ◽  
Cross Sectional ◽  
International Airport ◽  
Airline Passengers ◽  
Sectional Analysis

 Increasingly services to airline passengers have evolved into the digital and technological realms. This study examined the extent to which South African own-registered airlines (SAORA) utilize emerging information technologies in delivering service quality to air passengers. The acronym “SAORA” refers to Six South African own-registered airlines which was focus of this study. The research methodology adopted for this study was a descriptive approach focused on cross-sectional analysis. Using a quantitative research method and non-probability convenient sampling technique, primary data was collected from 684 passengers at O.R. Tambo International Airport in Johannesburg and King Shaka International Airport in Durban. The study revealed that by utilizing emerging technologies, SAORA stand to offer superior service quality to air passengers, thereby gaining competitive advantage, continuous patronage, loyalty and increased profitability.  

scholarly journals South African Generation Y students’ intention towards ecopreneurship

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Carmen Strydom ◽  
Natanya Meyer ◽  
Costa Synodinos
Keyword(s):  
South Africa ◽  
University Students ◽  
South African ◽  
Generation Y ◽  
Quantitative Research ◽  
Descriptive Analysis ◽  
Primary Objective ◽  
Research Approach ◽  
Cross Sectional ◽  
Managerial Implications

Orientation: It has been argued that the solution to the deteriorating state of the natural environment should not simply be one of regulation but rather of innovation. As such, entrepreneurship or, more specifically, ecopreneurship has been identified as a possible solution.Research purpose: This study’s primary objective was to determine Generation Y students’ intention towards becoming ecopreneurs within the context of South Africa.Motivation of study: Research regarding ecopreneurship is still scarce within academic literature both globally and in South Africa. This study aims to address this research gap.Research design, approach and method: A quantitative research approach was followed using a descriptive, cross-sectional research design. A structured questionnaire was used to collect data from 522 students across three Higher Education Institutions in South Africa. The statistical analysis used to analyse the collected data included exploratory factor analysis, descriptive analysis, and correlation analysis.Main findings: This study’s findings indicate that university students belonging to the Generation Y cohort in South Africa display positive intentions towards becoming ecopreneurs. The students’ intentions were, however, lower than their reported knowledge and concern for the environment. All constructs used yielded positive results, albeit to varying degrees and a positive correlation between them were noted.Practical/managerial implications: Generation Y university students in South Africa display positive intentions towards becoming ecopreneurs. Thus, support to assist them in starting such ventures should be prioritised by incubation programmes and governments funding opportunities.Contribution/value-add: This study contributes to the existing literature on entrepreneurship, ecopreneurship, environmentalism and Generation Y students in the South African context.

scholarly journals Projected effects on salt purchases following implementation of a national salt reduction policy in South Africa

2020 ◽  
pp. 1-18
Author(s):  
Rhoda N. Ndanuko ◽  
Maria Shahid ◽  
Alexandra Jones ◽  
Terry Harris ◽  
Joel Maboreke ◽  
...  
Keyword(s):  
South Africa ◽  
South African ◽  
Salt Content ◽  
Meat Products ◽  
Food Product ◽  
Food Groups ◽  
Food Category ◽  
Cross Sectional ◽  
Salt Reduction ◽  
Sectional Analysis

Abstract Objective: To assess the contribution of different food groups to total salt purchases and to evaluate the estimated reduction in salt purchases if mandatory maximum salt limits in South African legislation were being complied with. Design: This study conducted a cross-sectional analysis of purchasing data from Discovery Vitality members. Data were linked to the South African FoodSwitch database to determine the salt content of each food product purchased. Food category and total annual salt purchases were determined by summing salt content (kg) per each unit purchased across a whole year. Reductions in annual salt purchases were estimated by applying legislated maximum limits to product salt content. Setting: South Africa Participants: The study utilised purchasing data from 344,161 households, members of Discovery Vitality, collected for a whole year between January and December 2018. Results: Vitality members purchased R12.8 billion worth of food products in 2018, representing 9,562 products from which 264,583 kg of salt were purchased. The main contributors to salt purchases were bread and bakery products (23.3%); meat and meat products (19%); dairy (12.2%); sauces, dressings, spreads and dips (11.8%); and convenience foods (8.7%). The projected total quantity of salt that would be purchased after implementation of the salt legislation was 250,346 kg, a reduction of 5.4% from 2018 levels. Conclusions: A projected reduction in salt purchases of 5.4% from 2018 levels suggests that meeting the mandatory maximum salt limits in South Africa will make a meaningful contribution to reducing salt purchases.

scholarly journals Commitment and the emigration intentions of South African professional nurses

2013 ◽  
Vol 18 (1) ◽  
Author(s):  
Jeffrey J. Bagraim
Keyword(s):  
South Africa ◽  
South African ◽  
Employee Commitment ◽  
Western Cape ◽  
Public Health Services ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Tertiary Hospitals ◽  
Quantitative Design ◽  
The Relationship

The emigration of skilled nurses from South Africa exacerbates the crisis in the provision of public health services. A descriptive, quantitative design was applied to investigate the relationship between intention to emigrate and employee commitment. Over 400 registered nurses (N = 419), working within public sector tertiary hospitals in the Western Cape, responded to a cross-sectional survey questionnaire. Three foci of employee commitment (organisational, professional and national) were examined but only national commitment significantly helped predict intention to emigrate from South Africa in the regression model (beta = -0.0525, p < 0.0001). The implications of the results obtained in this study are discussed.Die emigrasie van verpleegkundiges uit Suid-Afrika vererger die krisis in die verskaffing van gesondheidsorgdienste in die land. ’n Beskrywende, kwantitatiewe ontwerp is gebruik om die verwantskap tussen werknemertoewyding en die voorneme om te emigreer te ondersoek. Meer as 400 verpleegsters (N = 419) wat in openbare tersiêre hospitale in die Wes-Kaap werk, het op die vraelys gereageer. Drie fokusareas van toewyding (organisatories, professioneel en nasionaal) is gemeet, maar net nasionale toewyding het daartoe bygedra om emigrasievoorneme te voorspel (beta = -0.0525, p < 0.0001). Die implikasies van hierdie resultate word bespreek.

scholarly journals Self-perceived employability among undergraduate students at a South African university

2021 ◽  
Vol 19 ◽  
Author(s):  
Doret Botha
Keyword(s):  
South Africa ◽  
South African ◽  
Undergraduate Students ◽  
Survey Design ◽  
The Self ◽  
The South ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Perceived Employability ◽  
Managerial Implications

Orientation: South Africa has been suffering from persistently high levels of unemployment since 2008. The youth is regarded as the most at-risk group in the South African labour market and unemployment amongst the youth is considered one of the most critical socio-economic problems in South Africa. Increasing one’s employability is essential to securing employment and enhancing one’s well-being.Research purpose: This study aimed to explore the self-perceived employability of undergraduate students at a South African university.Motivation for the study: Currently, there is a scarcity of published research on the self-perceived employability amongst undergraduate students at higher education institutions in South Africa.Research approach/design and method: The study was conducted within a positivistic research paradigm. A quantitative-based cross-sectional survey design was used. Convenience sampling was used to select the students who were included in the survey. Data were collected through a web-based survey, using a standardised coded questionnaire that consisted of a five-point Likert-type scale.Main findings: The results indicated that the respondents were relatively confident about their internal employability, but they were less confident about their opportunities in the external labour market.Practical/managerial implications: Understanding one’s employability and the accompanied issues creates awareness of one’s potential, skills and knowledge to become a successful citizen and employee.Contribution/value-add: The study shed light on the self-perceived employability of undergraduate students at a South African university and consequently contributes to the existing literature on employability in the South African context.

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