This study investigated public perceptions of the service delivery provided by the Community Service Centres (CSC) of the South African Police Service (SAPS) Durban, South Africa. The study focuses on measuring service quality and service delivery. SERVQUAL was used to compare clients’ perceptions against expectations of service quality. Four hundred respondents were surveyed at three community service centres (previously known as ‘police stations’), with expectations and perceptions being assessed via the dimensions of tangibility, reliability, responsiveness, assurance and empathy. The results indicate that in all five dimensions there is a significant negative quality gap, implying that the quality of service received is below what is expected by clients. Improvements are required in all five dimensions if service delivery is to be improved. Actions needed to improve service quality include regular assessment and monitoring of clients’ experiences, as well as employees’ behaviour.
The retailing environment has shown that consumer purchases are dependent upon the consideration and subsequent evaluation of product attributes. Consumer’s selection of products are driven by their preferences for the attributes that the products possess. The aim of this study was to investigate product attribute preferences for cross-category shopping products in Durban. The quantitative study design based on a cross-sectional descriptive survey was conducted. The study population consisted of consumers within the city of Durban. The study sampled 213 students selected from three universities in Durban (University A, B and C). Research respondents were chosen using convenience sampling. Respondents were purposely selected based on their capacity to give meaningful information relevant to the study. The Cronbach alpha test was conducted to test for reliability of the first instrument. The results indicated acceptable, consistent scoring patterns for the sections of the research instrument. The study revealed that for clothing detergent products, product form is the most important attribute followed by product effectiveness. It is important to note that significant differences were found in the respondent's preferences for product attributes in terms of the respondent's demographics. For clothing detergents, significant differences were found in terms of respondents preferences for the price, scent, size and product form of clothing detergents. Subsequently, generalised product attribute preferences were obtained. The findings of the study are limited due to the low response rate among older respondents. Future studies may benefit from investigating sub-categories. Moreover, future studies should consider other consumer segmentation methods in order to better understand and classify retail behaviour when developing modelling approaches. Retail managers may benefit from communicating more value for money for their skincare product offerings. Brands that are synonymous with longer lasting products either through offering more volume or products that require less application to achieve desired results may provide a competitive advantage.
The central tenet of the new Constitution of South Africa is to create equal and socially just economic order. This resulted in the higher education sector being restructured through incorporations and mergers. The limited financial resources, forces universities to evaluate and review their marketing strategies in order to attract suitably prepared and qualified students. The universities have not fully explored the role played by choice factors in influencing the students’ decision of enrolling at a particular university. The purpose of this study is to identify the factors that may influence students in their choice of selecting a public university in the Tshwane Metropolitan Region, South Africa. An empirical study was conducted amongst first year students at two public universities in the Tshwane Metropolitan Region, Pretoria. The study design was quantitative in nature, using a descriptive technique, cross sectional and collected data through the application of a non-probability sampling being utilized to obtain data from a sample of 216 respondents. The results of this study suggest that South African education landscape has evolved towards a market-orientated system in which Higher Education Institutions operate as businesses with marketing challenges. The results provide HEIs a guide to identify the key factors that influence students in the selection of a university in a developing country. University management should take cognizance of the gaps and position the university as an institution of first choice in South Africa. Keywords: demographics, choice factors, universities, higher education institutions (HEIs). JEL Classification: M31, L14, L31
Purpose of the study: The importance of existing sales affinities between products cannot be understated. Consumers shopping baskets contain multiple products, from several product categories resulting in the development of a basket of cross-category products. Given that consumer preferences are attribute-driven, the authors questioned the attribute preferences of selected cross-category skincare products. As such the aim of the study was to determine product attribute preferences for skincare cross-category products in Durban.Design/methodology/approach: A quantitative research design was used in the form of a cross-sectional descriptive survey. The study targeted Durban consumers and sampled 213 students selected from three Durban universities. Sampling techniques included the use of convenience sampling and respondents were purposely selected based on their capacity to give meaningful information relevant to the study. Conjoint analysis experts and a statistician was used to ensure research instrument validity. The questionnaire was also pretested prior to data collection. Findings:The results indicated acceptable, consistent scoring patterns for the research instrument. Kendall's Tau test was used to test for reliability of the research instrument. The study revealed that for skincare products, durability was the most important attribute followed by the brand, product effectiveness (strength), size, price, and scent of skincare products. In terms of demographics, significant differences were also found in the respondents' preferences for skincare product attributes. The findings of the study are limited due to the low response rate among older respondents. Many respondents were unemployed students; therefore, the findings of the study cannot be generalised. Overall, taxonomic differences seemed to produce variances in attribute preferences.Recommendations/value: The study suggests that manufacturers and retailers should emphasise the provision of more value for money through by offering more durable products.Managerial implications: Retail managers may benefit from communicating more value for money for their skincare product offerings. Brands that are synonymous with longer lasting products either through offering AR KAMWENDO M MAHARAJThe preferences of consumers when selecting skin care products
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