ORCID Profile
0000-0002-8637-0613
Current Organisation
University of Newcastle Australia
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Publisher: AOSIS
Date: 25-02-2019
Abstract: Background: A relationship marketing approach to the management of business relationships can enhance overall customer satisfaction and reduce economic risks, such as opportunism that is associated with business dealings.Aim: The aim of this study was to establish whether a positive relationship exists between trust and commitment, whether trust has a positive influence on commitment, whether trust and commitment positively influence satisfaction and whether opportunism and conflict are outcomes of satisfaction in South African buyer–supplier relationships.Setting: Top 500 companies operating in the South African private sector.Methods: Using a structured questionnaire, data were gathered from 250 large companies in South Africa and were analysed through the application of structural equation modelling (SEM).Results: The findings indicate that both trust and commitment were perceived as important antecedents of satisfaction in a South African business-to-business environment, and that trust is a precursor to commitment in relationship building between organisational buyers and sellers in South Africa. This study adds value by assisting business-to-business buyers and sellers in South Africa on variables to consider when developing relationship-building strategies.Conclusion: Both parties to a relationship should therefore build relationships founded on trust and commitment. This will enhance their joint satisfaction, resulting in less opportunism and conflict, and will foster long-term relationship building based on mutual satisfaction. In contrast, dissatisfaction could increase opportunism and conflict between the parties, leading eventually to the termination of their business relationship.
Publisher: Elsevier BV
Date: 09-2018
Publisher: IGI Global
Date: 10-2015
Abstract: This paper investigates drivers and outcomes of online-store loyalty. Data was collected from 201 online shoppers in Gauteng, South Africa using a structured questionnaire. The findings show that perceived value, trust and perceived web-usability are important factors that drive online store loyalty. Trust was found to be significantly influenced by perceived expertise in order fulfilment. The results also show that online store loyalty exerts positive influence both on customers' sensitivity to price as reflected by willingness to pay more and on word-of-mouth. The findings point to the need for online store managers to pay attention to the identified drivers of online store loyalty if they are to derive its associated benefits.
Publisher: Informa UK Limited
Date: 28-05-2018
Publisher: Springer Science and Business Media LLC
Date: 03-08-2018
Publisher: Emerald
Date: 11-03-2019
DOI: 10.1108/JSIT-06-2017-0044
Abstract: This paper aims to provide a conceptual model that elucidates the role of cognitive absorption in explaining behavioural intentions in virtual health communities. Data were collected from 361 contributing members of virtual health communities from Gauteng, South Africa, using a structured questionnaire. Structural equation modelling using AMOS software was used to analyse the data. The findings show that cognitive absorption has a significant direct positive influence on content posters’ intentions to continue participating on virtual health community platforms. Cognitive absorption was also found to have an indirect influence on behavioural intentions through its influence on members’ attitude. It was also found to play a mediating role in the influence of perceived usefulness and behavioural intention. The study shows the value of linking flow theory and the technology acceptance model to provide a comprehensive understanding of behavioural intentions in virtual health community forums. Managers of virtual health communities need to pay attention to experiential aspects of their sites. Success in ensuring that community members are cognitively absorbed is key to the development of positive attitude and intentions towards virtual health community forums. Virtual health communities play a new and growing role in the way health-related information and support is offered and accessed by those in need. Despite their importance, not much research has been done to explain the role of consumer experience in member behavioural intentions on such forums. The study contributes to this understanding by demonstrating the value of cognitive absorption in directly explaining users’ attitude and behavioural intentions. The study also sheds light on the role played by cognitive absorption in explaining the influence of perceived usefulness on behavioural intentions.
Publisher: AOSIS
Date: 27-10-2017
DOI: 10.4102/SAJEMS.V20I1.1497
Abstract: Background: There is a clear difference of opinion amongst researchers on the interrelatedness of the variables trust, commitment, satisfaction, coordination, cooperation and continuity in a business-to-business (B2B) environment. The reason is that in previous studies much emphasis has been placed on creating and testing new theories, and not on providing practical generalities.Aim: The aim of this study was to determine how the variable satisfaction is positioned in relation to trust and commitment, and how satisfaction relates to the variables coordination, cooperation and continuity in a South African B2B environment.Setting: This study replicates a similar study conducted in 2013 in a B2B environment in South Africa and hopes to validate the outcome of that study by determining the relationship between the constructs postulated in the current study. The relationships between the different constructs in the proposed model will, therefore, provide a longitudinal perspective which is unique in terms of B2B research in South Africa.Methods: Both the original and replication studies followed a quantitative approach and targeted large companies in South Africa. In the original study, data were collected from 500 large South African companies, while in the replication study data were collected from 250 large companies. Structural equation modelling was used to analyse the data.Results: The findings specifically point to the need for organisations to direct resources towards the establishment of relationships that are founded on trust and commitment. Doing so will help ensure increased satisfaction, which, in turn, will result in greater coordination and cooperation in B2B relationships as well as long-term continuation of the relationship.Conclusion: The foundation for strong B2B relationships is to secure customer satisfaction. Business managers ought to understand that when business customers are dissatisfied, it can result in the discontinuation of the business relationship.
Publisher: Elsevier BV
Date: 02-2019
Publisher: Informa UK Limited
Date: 11-11-2016
Publisher: World Scientific Pub Co Pte Lt
Date: 02-2015
DOI: 10.1142/S0219877015500030
Abstract: This paper examines the influence of perceived ease of use on personal use of the tax e-filing system in South Africa. Data was collected using in-depth interviews and a structured questionnaire. The findings show that higher levels of perceived ease of use are associated with personal use as well as behavioral intentions to make use of the system. The results also indicate that computer self-efficacy and access to information have positive influence on perceived ease of use. These findings point to the need for equipping people with skills and information that can enable them to make use of the system.
Publisher: Elsevier BV
Date: 03-2023
Publisher: Emerald
Date: 07-12-2015
DOI: 10.1108/AJEMS-01-2013-0011
Abstract: – The purpose of this paper is to test a measurement model of a META-RELQUAL construct based upon South African business-supplier relationships. – Data were collected using computer-assisted telephone interviews. The s ling frame consisted of the top 500 South African companies based on revenue. A total of 232 fully completed questionnaires were obtained representing a response rate of 46.4 per cent. – The findings show satisfactory goodness-of-fit measures for the model tested. All the requirements for convergent, discriminant and nomological validity as well as construct reliability were achieved satisfactorily. – The study provides a framework of constructs that South African business managers need to take into consideration in order to establish and maintain good relations with their suppliers. – This study contributes to theory on relationship marketing and presents the first tested measurement model of the META-RELQUAL construct in Africa.
Publisher: Emerald
Date: 12-04-2011
DOI: 10.1108/17468801111119515
Abstract: Brain drain has become a serious problem on the African continent. Most African migrants initially move out of their countries of origin to pursue higher education studies abroad. Encouraging more African students to study within the continent is seen as one way of dealing with the problem. This paper aims at understanding factors influencing African students to undertake postgraduate studies abroad. Focus group discussions, in‐depth interviews and an online structured questionnaire were the main approaches used for data collection. A s le of 94 international postgraduate students from Africa studying at University of Witwatersrand in South Africa was used in the analysis. The results show that conditions in both the students' countries of origin and in the possible hosting countries contribute to the decision to study abroad. Of prime importance among the factors attracting students abroad is the need to acquire an education with world‐wide recognition. The findings have implications for the management of the higher education sector in the continent and the marketing of a country and/or its institutions to international students coming from other African countries. The paper identifies the factors influencing international student mobility among African students and notes the implications of these on attracting African students wanting to study abroad to do so in countries within the continent.
Publisher: Emerald
Date: 21-09-2015
DOI: 10.1108/IJOEM-12-2013-0151
Abstract: – The purpose of this paper is to investigate the role of trust in understanding usage of e-government services in South Africa. Of interest are services that involve two way interactions between citizens and government. – Qualitative and quantitative data were collected from members of the public using in-depth interviews and a structured questionnaire, respectively. – The findings show that trust in internet and in government as a provider of e-services are important factors that differentiates users and non-users of e-government services. The two factors are also significantly related to willingness to start using e-government services. Trust in e-service provider unlike trust in internet was however found to be a stronger differentiator of users and non-users and to have a stronger relationship with willingness to start using e-government services. – Efforts aimed at promoting use of e-government services need to be based on a good understanding of factors that impact on citizens’ decisions in this regard. Such efforts need to include activities targeted at improving people’s trust in government’s ability to provide reliable and secure e-services. – While provision of government services using the online channel is a growing phenomenon in most African countries, not much research has been done into what governments should focus on in order to entice more citizens to take up this channel. This study contributes to addressing this gap.
Publisher: Emerald
Date: 03-04-2017
DOI: 10.1108/JBIM-04-2015-0073
Abstract: The paper aims to validate the relationship between satisfaction, trust and commitment in South African business buyer–supplier relationships. Satisfaction was looked at from the dual perspective of economic and non-economic satisfaction. A research model showing hypothesised relationships between the constructs was tested using data collected from 250 large companies in South Africa. Structural equation modelling using AMOS software was used to analyse the data. The results provide support for the distinctiveness of both economic and non-economic satisfaction and the mediating effect of trust. The findings show that economic satisfaction exerts a direct influence on trust, which, in turn, has a direct influence on commitment. Trust and commitment were both found to have a positive influence on non-economic satisfaction. The tested nomological network of business relationship quality dimensions validates some of the recent findings by Ferro et al. (2016) in the South African context of buyer–supplier relationships. The study contributes to a better understanding of satisfaction and its relationship with other relationship quality constructs, especially in the context of large companies in South Africa.
Publisher: Informa UK Limited
Date: 17-02-2019
Publisher: AOSIS
Date: 25-01-2021
DOI: 10.4102/AC.V21I1.891
Publisher: Emerald
Date: 12-10-2012
DOI: 10.1108/14720701211275596
Abstract: The purpose of this paper is to validate previous research in ethical branding by testing a conceptual framework on corporate branding using “the conscientious dimension”. This article tests a framework for conscientious corporate brands (CCBs) by investigating environmental and climate change issues as well as internal and external corporate codes of ethics as CCB dimensions. The empirical context is based upon South African business‐to‐business relationships. The findings indicate that four distinctive conscientious corporate brand dimensions exist. This current study contributes to the better understanding of and more knowledge on conscientious corporate brand values. Opportunities for future research are provided as the study has explored new aspects of corporate branding. This study offers managerial implications particularly for practitioners located in emerging markets such as South Africa. This study validates the multidimensional nature of CCBs.
Publisher: IGI Global
Date: 2015
DOI: 10.4018/978-1-4666-8459-1.CH014
Abstract: E-commerce is a growing phenomenon in Africa. One area of e-commerce that is growing at a very fast rate is online retailing. This is despite concerns that in iduals often have in relation to online shopping being associated with more risk than traditional retailing. This chapter looks at practices of online retailers that help in mitigating online shopping risk and the influence of these on customers' levels of trust as well as on their intentions to re-purchase from specific online stores. The findings show that provision of adequate online product information and online store security has positive influence on customers' level of trust in an online store. The findings also show that trust in an online store has significant influence on customers' intentions to repurchase from a store. The findings have wide implications on successful management of online store outlets and these have been highlighted in the chapter.
Publisher: Emerald
Date: 09-05-2016
Abstract: This study aims to examine and describe ways that organisations in corporate South Africa try to embed ethos of corporate codes of ethics in their organisations. The study followed a quantitative research approach. The target population was the top 500 companies operating in the corporate sector by revenue. Data were collected using a structured questionnaire from 222 company secretaries and heads/managers responsible for ethics in the companies. The findings show that the majority of companies have regulations that can help promote ethics ethos. The most prevalent artefact in the area of regulation was found to be conduct of ethical audits. Training was found to be the most prevalent artefact under staff support. The study was limited to large organisations in South Africa. The findings can thus not be generalised to include small- and medium- sized businesses which make up the largest segment of all businesses in South Africa. The research provides information that can be used to compare companies operating in different contexts on practices that help promote corporate ethics quality. It provides business managers with information that they can use to evaluate and benchmark their companies on practices that help promote the ethos of corporate codes of ethics. The study is the first of its kind to examine how organisations go about institutionalising codes of ethics in South Africa. The findings can be used by all sectors of South African business as a point of reference in their efforts aimed at embedding the ethos of ethics in their respective organisations.
Publisher: SAGE Publications
Date: 28-05-2017
Abstract: In the last decade, South Africa has frequently experienced electricity shortages. Conserving electricity is a sustainable means by which households can contribute to mitigating the problem. The main electricity supplier, Eskom, partners with the South African government to promote electricity conservation, particularly in households. For effective tailoring of promotional messages, market segmentation is needed. This study uses cluster analysis to segment and identify segment sizes and types of electricity conservation behaviors in South African households. It also profiles the segments according to sociodemographic characteristics and some economic and psychological drivers of conservation behaviors. We surveyed 629 electricity consumers in the Gauteng province of South Africa. Four segments were identified: devoted conservers (18%), unconcerned nonconservers (28.7%), curtailment-oriented conservers (29.3%), and efficiency-oriented consumers (24%). The article proposes germane strategies to be tailored by social marketers and policy makers to reach each of these segments.
Publisher: AOSIS
Date: 22-08-2018
Abstract: 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 s le of firms from South Africa. Method: The study followed a quantitative research approach. The s ling 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.
Publisher: AOSIS
Date: 26-09-2018
DOI: 10.4102/AC.V18I1.580
Abstract: Orientation: While mobile applications are seen as the way forward for airlines and airports alike, not much is known about consumers’ readiness to adopt such self-service technologies. This is important because of lower than expected adoption rates of traditional self-service technologies (online websites and check-in kiosks) in the airline industry.Research purpose: The purpose of this study was to determine passengers’ level of technology readiness and its influence on their adoption of mobile self-service technologies in the airline industry of South Africa.Motivation for the study: To ensure the adoption of mobile self-service technologies in the airline industry, it is necessary to uncover consumers’ readiness and adoption behaviours towards such technologies.Research design, approach and method: Primary data were collected from 315 respondents using a structured questionnaire. The s le comprised South African citizens who had travelled using an airline either domestically or internationally within the previous 12 months. Regression analysis was used to test hypotheses posited in the study.Main findings: The findings showed that airline self-service mobile application adoption is influenced by technology readiness, perceived ease of use and perceived usefulness both perceived ease of use and perceived usefulness are influenced by technology readiness and perceived ease of use strongly influences perceived usefulness regarding airline mobile self-service application adoption.Practical/managerial implications: Effective communication aimed at enhancing the perception that airline self-service mobile applications are easy to use is essential to increase the adoption of mobile applications in the airline industry.Contribution/value-add: The article contributed by applying the TRAM construct to the use and adoption of self-service mobile applications in the airline industry. In addition, the study also integrated the recently refined TRI 2.0 into the TRAM construct (TRAM 2.0).
Publisher: Elsevier BV
Date: 12-2018
Publisher: Virtus Interpress
Date: 2015
Abstract: This paper empirically examines the influence of appropriate intelligence generation and inclusive participation in marketing strategy formulation on commitment of SME owner-managers operating in cooperative business arrangement. Data was collected using a structured questionnaire from 256 owner managers operating mini-bus taxi businesses in South Africa. The findings show that appropriate intelligence generation during marketing strategy formulation and inclusive participation in strategy formulation has significant positive influence on member commitment to marketing strategies in a cooperative. The study has significant managerial implications as it identifies factors that managers of SMEs involved in cooperative business arrangements can focus on in order to effectively manage member commitment towards marketing strategies that need to be implemented by all.
Publisher: Elsevier BV
Date: 10-2016
Publisher: IGI Global
Date: 2018
DOI: 10.4018/978-1-5225-2599-8.CH005
Abstract: E-commerce is a growing phenomenon in Africa. One area of e-commerce that is growing at a very fast rate is online retailing. This is despite concerns that in iduals often have in relation to online shopping being associated with more risk than traditional retailing. This chapter looks at practices of online retailers that help in mitigating online shopping risk and the influence of these on customers' levels of trust as well as on their intentions to re-purchase from specific online stores. The findings show that provision of adequate online product information and online store security has positive influence on customers' level of trust in an online store. The findings also show that trust in an online store has significant influence on customers' intentions to repurchase from a store. The findings have wide implications on successful management of online store outlets and these have been highlighted in the chapter.
No related grants have been discovered for Mercy Mpinganjira.