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Research Publications (Management Sciences)

Permanent URI for this collectionhttp://ir-dev.dut.ac.za/handle/10321/217

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Subject: search.filters.subject.Satisfaction

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Now showing 1 - 3 of 3
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    The dynamics of customer value and brand love among shoppers in emerging market
    (Informa UK Limited, 2023-12-11) Amegbe, Hayford; Hanu, Charles; Zungu, Nkululeko PraiseGod
    This study examines customer value, trust, psychological ownership, satisfaction, and brand love among customers of shopping malls. This study employed a quantitative research design. An online questionnaire was used to elicited data from 484 Ghanaian shopping mall customers in Accra, using convenient sampling. Seven hypotheses were developed and tested using structural equation modelling (SEM). The study finds that utilitarian and social values predict trust, while trust influences psychological ownership. Additionally, psychological ownership influences satisfaction and brand love, while satisfaction affects brand love. The study’s value rests in introducing relatively new constructs, such as psychological ownership and brand love to understand how customer value can be achieved, especially from a developing country’s context, where there is a paucity of such studies.
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    Shopping app features : their impact on customer satisfaction and loyalty
    (Informa UK Limited, 2022-07) Sinemus, Kathrin; Zielke, Stephan; Dobbelstein, Thomas
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    Patient satisfaction with foodservice in private hospitals in South Africa
    (2021-09-29) Saus, Chad; Sucheran, Reshma
    In private healthcare services, patient satisfaction is of special importance to service providers, and the quality of food can influence a patient‟s satisfaction with the total hospital experience. The quality of foodservice is strongly associated with patient satisfaction in hospitals, and most hospital foodservice organisations are changing their focus to patient care in order to boost patient satisfaction. Also, hospital foodservice standards are important in gaining the market share edge in a highly competitive healthcare industry. This study investigates the level of satisfaction with foodservice amongst patients in private hospitals in KwaZulu-Natal, South Africa. A quantitative research approach was used for the study, and the data was collected by means of a survey questionnaire that was targeted at patients admitted to various wards at three private hospitals in KwaZulu-Natal. A total of 275 patients completed the survey. Overall, the study concluded that patients were generally satisfied with the foodservice in the private hospitals, especially with the food equipment and the food serving staff. However, reduced levels of satisfaction was noted with cultural considerations in menu choices and meal serving times. The study offers several recommendations to improve the quality of foodservice in hospitals