scholarly journals An empirical investigation into the extent of customer satisfaction and customer loyalty at big retail stores in King Williams Town, South Africa

2011 ◽  
Vol 5 (17) ◽  
pp. 7665-7673
Author(s):  
Machirori Tafadzwa ◽  
Fatoki Olawale
Keyword(s):  
South Africa ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Empirical Investigation ◽  
Retail Stores

Website Information Security and Privacy Concerns in 4IR: The Moderating Role of Trust in B2C e-Commerce

10.29007/jlq6 ◽  
2019 ◽  
Author(s):  
Thabang Mofokeng
Keyword(s):  
South Africa ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Success Factors ◽  
Industrial Revolution ◽  
Emerging Market ◽  
Security And Privacy ◽  
Future Research ◽  
Privacy And Security ◽  
Customer Trust

The technology devices introduced in recent years are not only vulnerable to Internet risks but are also unable to elevate the growth of B2C e-commerce. These concerns are particularly relevant today, as the world transitions into the Fourth Industrial Revolution. To date, existing research has largely focused on obstacles to customer loyalty. Studies have tested e-commerce models guided by the establishment of trusting, satisfied and loyal consumers in various international contexts. In South Africa, however, as an emerging market, there has been limited research on the success factors of online shopping.This study examines the influence of security and privacy on trust, seen as a moderator of customer satisfaction, which in turn, has an effect on loyalty towards websites. Based on an exhaustive review of literature, a conceptual model is proposed on the relationships between security and privacy on the one hand, and customer trust, satisfaction and loyalty on the other. A total of 250 structured, self-administered questionnaires was distributed to a purposively selected sample of respondents using face-to-face surveys in Johannesburg, South Africa. A multivariate data analysis technique was used to draw inferences from the data. With an 80.1% response rate, the findings showed that privacy and security do influence customer trust; security strongly influences customer trust and weakly influences satisfaction. In South Africa, customer loyalty towards websites is strongly determined by satisfaction and weakly determined by trust. Trust significantly moderates the effect of customer satisfaction on loyalty. The study implications and limitations are presented and future research directions are suggested.

scholarly journals Predictors Of Customer Loyalty To Mobile Service Provider In South Africa

2013 ◽  
Vol 12 (12) ◽  
pp. 1631
Author(s):  
Richard Chinomona ◽  
Maxwell Sandada
Keyword(s):  
South Africa ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Future Research ◽  
Mobile Service ◽  
Data Set ◽  
Managerial Implications ◽  
Customer Intimacy ◽  
Customer Trust

In spite of the increasing research on consumer behaviour, there is a dearth of studies that have investigated the influence of mobile provider service quality in customer satisfaction regarding customer trust and loyalty in the African mobile communication context. Therefore, this study examines the relationships using a data set of 151 mobile service clients in Gauteng Province of South Africa. All the posited five hypotheses are supported. The results indicate that the relationships between mobile service quality-customer satisfaction, customer satisfaction-customer trust, customer satisfaction-customer intimacy, customer trust-customer loyalty, and customer intimacy-customer loyalty are positive in a significant way. The research paper discusses both academic and managerial implications of the results and future research directions are suggested.

scholarly journals Modeling the factors that explain customer loyalty in retail banking

2021 ◽  
Vol 17 (3) ◽  
pp. 135-143
Author(s):  
Marko van Deventer ◽  
Ephrem Redda
Keyword(s):  
South Africa ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Factor Structure ◽  
Customer Loyalty ◽  
Switching Cost ◽  
Retail Banking ◽  
Customer Relationships ◽  
Customer Commitment ◽  
Confirmatory Factor

Literature suggests that achieving adequate customer loyalty is a significant determinant of growth and profitability. However, in South Africa, there is no evidence of a validated customer-loyalty-in-retail-banking scale. Thus, this study aimed to contribute to the literature by validating customer loyalty in retail banking as a six-factor structure comprising customer loyalty, service quality, customer commitment, trust, switching cost and customer satisfaction, which practitioners can use as a marketing guide to better understand customer loyalty. Data was collected from one sample only once, and the sample size was selected (N = 400). Descriptive and confirmatory factor analyses were undertaken to achieve the study’s objective. Confirmatory factor analysis results validated customer loyalty in retail banking as a six-factor structure that includes customer loyalty, service quality, customer commitment, trust, switching cost and customer satisfaction. The results show no serious multicollinearity between the latent factors and that acceptable internal-consistency reliability was returned for each factor. Moreover, the measurement model returned acceptable composite reliability together with construct, convergent and discriminant validity. Moreover, IFI, TLI, CFI, SRMR and RMSEA model fit index values suggest a good fitting model. Thus, the results concluded that this six-factor model is a reliable and valid instrument of customer loyalty in retail banking and is the first validated customer loyalty scale within the retail-banking context of South Africa. Retail banks are encouraged to use this instrument as a marketing guide in their quest to provide excellent banking services to their market segments, as well as build solid bank-customer relationships.

scholarly journals RELATIONSHIP MARKETING IN CUSTOMER LOYALTY OF COMMERCIAL GALLERIES IN TIMES OF COVID-19

2021 ◽  
Vol 22 (2) ◽  
pp. 426-435
Author(s):  
Luz Cano ◽  
Djanira Castro ◽  
Wagner Vicente-Ramos
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Empirical Investigation ◽  
Coefficient Of Determination ◽  
P Values ◽  
Statistical Verification ◽  
Survey Results ◽  
High Level ◽  
The Relationship

The main objective of the study is to determine the level of dependence between relationship marketing and the level of customer loyalty to the brand. The study was conducted through a quantitative approach using the CAWI method. Relationships were determined by several factors. The loyalty factors are: Differentiation, Personalization, Satisfaction, Loyalty, usually. The relationship marketing indicators are: Trust, Commitment, Customer Satisfaction, Intention to renew the relationship. The survey results were processed using statistical methods. In particular, internal consistency checks performed on the questionnaire with questions to use Cronbach’s alpha. The use of such criteria allows to draw conclusions about the high level of consistency. The coefficient of determination was used for statistical verification of dependence. The results of the calculations confirmed a high level of dependence. Dependence was also confirmed by calculating p-values with a high level of probability. Conclusions were drawn according to the results of the empirical investigation.

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