scholarly journals Strengthening graduate employee commitment through internal marketing in the South African retail banking industry

2017 ◽  
Vol 48 (4) ◽  
pp. 91-105
Author(s):  
M. Roberts-Lombard ◽  
L. Reynolds-de Bruin
Keyword(s):  
South Africa ◽  
Employee Satisfaction ◽  
Affective Commitment ◽  
Banking Industry ◽  
Idea Generation ◽  
Internal Marketing ◽  
Retail Banking ◽  
Survey Method ◽  
Study Results ◽  
Retail Banks

A strong internal marketing strategy can be critical to achieving and sustaining a competitive advantage as well as driving organisational change and enhanced organisational performance. This study sought to determine the influence of internal marketing mix elements on the satisfaction levels of recently employed graduates (GradDPs) within the retail banking industry in South Africa. The study also identified links between the satisfaction of GradDPs and their affective commitment in this context. A census approach to generating data was applied in the study by using a person-administered and an electronic survey method. Regression analysis was used to test the relationships proposed in the study. The results indicated that internal marketing significantly influences GradDP employee satisfaction within retail banks in South Africa and that a positive relationship exists between GradDP employee satisfaction and their affective commitment. The study results allowed for recommendations that retail banks provide training and support programmes to assist managers in developing a more participative style of leading. Such programmes would assist leaders in consulting employees more often and ensuring that they have sufficient autonomy when executing their work. It would also help leaders to create a safer GradDP employee environment that fosters openness, risk-taking and idea generation.

scholarly journals How Does Mentoring and Strategic Leadership Contribute to Gen Y Employees Intention to Stay: A Sequential Mediation Approach

2020 ◽  
Vol V (II) ◽  
pp. 273-283
Author(s):  
Sajid Rahman Khattak ◽  
Muhammad Zahid Awan ◽  
Hafeez Ullah
Keyword(s):  
Organizational Support ◽  
Affective Commitment ◽  
Business Environment ◽  
Survey Method ◽  
Strategic Leadership ◽  
Cross Sectional ◽  
Gen Y ◽  
Study Results ◽  
Managerial Implications ◽  
Indirect Relationship

In today vibrant business environment, retaining a talented employee is a big challenge faced by organizations. We explore certain factors that might support organizations to retain their best employees. In the current research, we empirically examine the direct and indirect relationship of mentoring and strategic leadership to stay of Gen Y workers in the pharma industry in Pakistan. Affective commitment and Perceived organizational support were used as possible mediators. Through a cross-sectional research design, using the survey method, we received 248 responses from employees working in the pharma industry. Results revealed that both mentoring and strategic leadership have significant influence over Gen Y employees retention. Based on our study results, we suggested that managers should practice mentoring program in their talent management strategy and that managers practice a role of strategic leaders and implement a policy that retains the existing employees and attracts the best talent. Managerial implications and theoretical contributions are also discussed.

scholarly journals Social Sustainability Practices on Small Businesses in Developing Economies: A Case of South Africa

2019 ◽  
Vol 11 (12) ◽  
pp. 3257 ◽  
Author(s):  
Reginald Masocha
Keyword(s):  
South Africa ◽  
Customer Satisfaction ◽  
Financial Performance ◽  
Small Businesses ◽  
Employee Satisfaction ◽  
Structural Equation ◽  
Developing Economies ◽  
Social Sustainability ◽  
Limpopo Province ◽  
Study Results

This study makes a significant contribution towards theory and knowledge of small and medium enterprises (SMEs) within the social sustainability discourse. The study focused on investigating if SMEs in developing economies directly benefit from practising social sustainability through examining the relationship between social sustainability and financial performance, customer satisfaction as well as employee satisfaction. A total of 238 SMEs from the Limpopo province of South Africa were surveyed through a self-administered questionnaire at the hand of convenience sampling technique. The hypotheses in the study were assessed through structural equation modelling (SEM) through AMOS software version 25. The study results revealed that all three postulated hypotheses were supported. Thus, social sustainability was found to be positively and significantly associated with financial performance, customer satisfaction performance as well as employee satisfaction performance. The findings in this study indicate that by practising social sustainability, SMEs potentially benefit on a broader performance spectrum.

Service fairness and customer behavioural intention

2016 ◽  
Vol 7 (1) ◽  
pp. 90-108 ◽  
Author(s):  
Bedman Narteh
Keyword(s):  
Factor Structure ◽  
Banking Industry ◽  
Retail Banking ◽  
Behavioural Intention ◽  
Hierarchical Regression ◽  
Content Type ◽  
Outcome Fairness ◽  
Service Fairness ◽  
Retail Banks ◽  
The Relationship

Purpose – The purpose of this paper is to examine the relationship between service fairness and behavioural intention and the moderating role of demographic variables among retail banking customers. Design/methodology/approach – A four-factor structure consisting of price, procedural, interaction and outcome fairness gleaned from the literature was adopted for the current study. This was used to survey 381 customers of 15 retail banks in Ghana. Exploratory factor analysis and hierarchical regression were used to analyse the hypothesized relationships among the factors. Findings – The paper found support for the existence of the four-factor structure of service fairness in the retail banking industry. The study also found that price, interaction, procedure and outcome fairness in order of importance significantly predict customer’s behavioural intention. In addition, age, education and income of customers were found to moderate the relationship between the dependent and independent variables. Practical implications – The focus of the study on Ghana and in the banking industry limits the generalizability of the findings. However, the four-factor structure identified could be replicated in other countries, thereby setting the stage for cross-country studies on service fairness in the retail banking industry. Originality/value – The paper extends the domain of the application of the four-factor structure of service fairness from restaurants to the retail banking industry. As such, it provides bank managers with a plausible framework on service fairness for managing relationship with customers in retail banks.

scholarly journals Retail banking service quality: A client perception study

2016 ◽  
Vol 6 (4) ◽  
pp. 216-222
Author(s):  
Mbablemhle Bhengu ◽  
Vannie Naidoo
Keyword(s):  
South Africa ◽  
Service Quality ◽  
Banking Sector ◽  
Banking Industry ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Retail Banking ◽  
Service Encounters ◽  
Face To Face ◽  
Mba Students

The retail banking sector in South Africa is predominantly characterised by a high face to face interaction and constant product and pricing differentiation. In order for a bank to distinguish itself from other banks in the banking industry, it uses excellence in its service quality to stand out against its competitors. In the study, the researchers adapted the SERVQUAL model to the banking industry. A probability sampling technique was employed for the study. Simple random sampling was employed to test MBA students’ perceptions towards service quality in the banking industry. The findings in the empirical study revealed that MBA students at the university were dissatisfied with the quality of service offerings provided by the retail banks in South Africa. There were quality gaps revealed in tangibles, reliability, empathy, responsiveness and reliability aspects of the service encounters.

The effect of nWOM firestorms on South African retail banking

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
James Lappeman ◽  
Robyn Clark ◽  
Jordan Evans ◽  
Lara Sierra-Rubia
Keyword(s):  
South Africa ◽  
Social Media ◽  
Banking Sector ◽  
Retail Banking ◽  
Firm Level ◽  
Content Type ◽  
Human Validation ◽  
Retail Banks ◽  
Negative Sentiment ◽  
Media Sentiment

PurposeThis study analysed the effect of online negative word-of-mouth (nWOM) firestorms in the retail banking sector. By understanding negative sentiment and sentiment recovery across an entire retail banking sector, the research exposed a unique view of banking in South Africa.Design/methodology/approachThe study made use of both a sentiment and topic analysis of over 1.7 million social media posts in South Africa. The methodology made use of both NLP and human validation techniques to measure changes in social media sentiment during online firestorms. This measurement included each of South Africa's major retail banks over a twelve month period.FindingsFrom the analysis, key trigger characteristics for these firestorms (product failures, service failures, social failures and communication failures) were categorised. In addition, the average duration of a firestorm was calculated and factors that impact sentiment recovery were explored.Originality/valueThe study was located in South Africa and, unlike firm level studies, researched nWOM for the whole retail banking sector. A theoretical footprint depicting the typical anatomy of a firestorm was derived in order to aid stakeholders to be more vigilant and better equipped to provide correct intervention in such times of crisis.

scholarly journals Client-Centricity In South African Retail Banking

2014 ◽  
Vol 13 (5) ◽  
pp. 997
Author(s):  
Johan Coetzee
Keyword(s):  
South Africa ◽  
South African ◽  
Retail Banking ◽  
Specific Function ◽  
Administrative Personnel ◽  
Related Product ◽  
Retail Banks ◽  
Central South ◽  
Client Needs ◽  
Contact Personnel

Client-centricity deals with addressing the needs of clients as they change. It requires contact-personnel who are empowered to not only identify client needs, but address them speedily. This study investigated the perceptions of client-centricity for 559 contact-personnel at three major South African retail banks in central South Africa. The results indicate that in general the contact personnel regard their respective banks as enforcing a client-centric strategy. They do however feel that the support from administrative personnel and the processes that support the sales environment are not always conducive to client-centric principles. This is a particular problem as contact-personnel are attuned to addressing the sales-related product and service offerings of clients as opposed to the process-related administrative burdens attached to the delivery of such products and services. The study also found that the job function of contact-personnel is the most important factor to consider when developing a client-centric strategy. Further to this, contact-personnel with the longest number of years of experience in a specific function are the best to use for management when determining whether or not specific tools to achieve client-centricity are effective. The major contribution of the study is that it focuses specifically on the perceptions of contact-personnel and thus provides additional knowledge of what the bank (through its client-facing staff) itself considers important with regards to client-centricity.

MOTİVASYON ARAÇLARININ ÖRGÜTSEL BAĞLILIK ÜZERİNDEKİ ETKİSİ: KAMU KURUMLARINDAKİ X VE Y KUŞAĞI KARŞILAŞTIRMASI

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Gökhan Kerse
Keyword(s):  
Organizational Commitment ◽  
Public Sector ◽  
Affective Commitment ◽  
Survey Method ◽  
Public Sector Employees ◽  
Context Data ◽  
Gathering Data

The main purpose of this study is to explore the effects of the motivational tools (intrinsic and extrinsic) on the organizational commitment (normative, continuance and affective commitment). In the study were also compared caring levels to motivation tools of X generation and Y generation and levels to their organizational commitment. In this context, data were collected through survey method from171 public sector employees. Gathering data were analysed by using SPSS. The main finding showed that there is effects the motivational tools on organizational commitment.

The Use of Principles of Good Assessment in Recognition of Prior Learning Practice in Library and Information Science in South Africa

Mousaion ◽  
2018 ◽  
Vol 35 (3) ◽  
Author(s):  
Ike Khazamula Hlongwane
Keyword(s):  
South Africa ◽  
Information Science ◽  
Good Practice ◽  
Survey Method ◽  
Library And Information Science ◽  
Prior Learning ◽  
Good Assessment ◽  
Recognition Of Prior Learning ◽  
Appeals Process ◽  
South African Higher Education

Recognition of Prior Learning (RPL) practice offers sound benefits to library and information science (LIS) schools. Despite these envisaged benefits, very little is known about RPL practice in LIS schools in South Africa. This study sought to establish whether principles of good assessment were being followed in the LIS schools to ensure the integrity of the RPL outcomes. A combination of a questionnaire and document analysis were used to collect data from the ten LIS schools in the South African higher education and training landscape. The questionnaire was used to collect quantitative data through a survey method. In addition, the researcher employed content analysis to collect qualitative data from institutional RPL policy documents. The findings indicate that RPL assessment processes across LIS schools in South Africa were largely subjected to principles of good practice. The study found that in accordance with the SAQA RPL policy the purpose of assessment was clarified to the candidate upfront, the quality of support to be provided to the candidate in preparing for the assessment was established, an appeals process was made known to the candidate, and the choice of assessment methods was fit for purpose to ensure credible assessment outcomes. It is therefore recommended that other disciplines or departments use LIS schools’ experiences as a benchmark to improve their own RPL endeavours.

Evaluating government's communication strategy of the 16 Days of Activism campaign for No Violence Against Women and Children in South Africa

2020 ◽  
Vol 9 (4) ◽  
pp. 219-241
Author(s):  
Mutambuli J. Hadji
Keyword(s):  
South Africa ◽  
Violence Against Women ◽  
Diffusion Of Innovation ◽  
School Curriculum ◽  
Economic Consequences ◽  
Communication Strategy ◽  
Survey Method ◽  
Gender Based Violence ◽  
Women And Children ◽  
Gender Based

This article aims to evaluate government's communication strategy and citizens' awareness of the 16 Days of Activism for No Violence against Women and Children campaign in Soshanguve, South Africa. The study applied the diffusion of innovation theory because of its ability to assess how communities receive communication about the campaign from various media. Survey method was used to collect data, which was analysed using descriptive statistics. It was found out that mass media and other communication channels were main sources of campaign messages, which help the community to know how to address gender-based violence issues. Notably, this study found that females were more likely to know about the campaign than males. This article recommends that this campaign should be visible throughout the year and there should be more campaigns targeting men, and school curriculum, which educate pupils about the social and economic consequences of GBV.

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