Research Articles (Marketing Management)

Permanent URI for this collectionhttp://hdl.handle.net/2263/32311

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Psychological needs and financial well-being : the role of consumer spending self-control
(Springer, 2024-12) Du Plessis, Laureane; Jordaan, Yolanda; Van der Westhuizen, Liezl-Marie; yolanda.jordaan@up.ac.za
Financial service providers continually strive to develop innovative financial products and services that address customer needs and aim to improve customers’ financial well-being. Previous studies discovered that psychological need satisfaction is positively associated with psychological well-being and growth, while psychological need frustration is associated with problematic behaviour and ill-being. However, uncertainty still exists as to whether psychological needs are associated with financial well-being. Furthermore, whereas psychological need satisfaction is associated with positive day-to-day behaviours such as exhibiting self-control, psychological need frustration has been associated with irresponsible spending. Spending can be a psychological coping mechanism, and as such, the regulation of spending behaviour may aid financial well-being. Therefore, the main purpose of this article is to explore the relationship between psychological needs and financial wellbeing, and to assess whether consumer spending self-control can act as a regulating mechanism in this relationship. Data were collected by means of a self-administered questionnaire distributed via an online paid-for consumer panel to credit-active South African consumers. The results revealed that CSSC had a mediating effect on the relationships between psychological needs and financial well-being. This highlights the importance of developing and promoting consumer spending self-control as a strategy for financial well-being.
Handmade clothing consumption as a means of self-expression
(Emerald, 2024-10) Van der Westhuizen, Liezl-Marie; Kuhn, Stefanie Wilhelmina; liezl-marie.vanderwesthuizen@up.ac.za
PURPOSE – This study examines handmade clothing consumption as a means of self-expression by exploring the interrelationships between consumers’ self-expression, brand love and word of mouth. DESIGN/METHODOLOGY/APPROACH – Using a descriptive research design, data were collected from 295 respondents in South Africa who posted about fashion on social media and who had bought handmade clothing in the 6 months prior to data collection. Structural equation modelling was used to examine the interrelationships between consumers’ self-expression, brand love and word of mouth. FINDINGS – Brand love intervenes between consumers’ self-brand connections and word of mouth about handmade clothing. More specifically, brand love strengthens positive word of mouth online and mitigates negative word-of-mouth intentions following a handmade clothing product failure scenario. RESEARCH LIMITATIONS/IMPLICATIONS – The study enlightens scholarly understanding of consumers’ selfexpression motivations for using ready-made handmade clothing that results in brand love and positive word of mouth. PRACTICAL IMPLICATIONS – Handmade clothing marketers who tap into consumers’ self-expression and who can establish brand love among consumers can similarly create beneficial consumer–brand relationships. ORIGINALITY/VALUE – Consumers often use handmade clothing for the purpose of self-expression, which provides subsequent spin-offs for brands in the form of brand love and positive word of mouth. Objective self-awareness theory provides a parsimonious lens to reveal the important role that brand love plays as a mechanism to explain the linkage of consumers’ self-brand connections to word of mouth about handmade clothing.
Revisiting the satisfaction–loyalty link in retail banking – an emerging market perspective
(AOSIS, 2024-05-21) Petzer, Daniël Johannes; Roberts-Lombard, Mornay
ORIENTATION : Revisiting the satisfaction–loyalty link is critical to better understand the driving factors of satisfaction and loyalty. This is especially true considering the increasing competitive nature of South Africa’s banking industry. RESEARCH PURPOSE : The study revisits the satisfaction–loyalty link and the mediating effect of affective and calculative commitment on the satisfaction–loyalty link. MOTIVATION FOR THE STUDY : Numerous scholars have explored and proposed different pathways to enhance the satisfaction–loyalty link in multiple contexts and industries. To date, there is, however, no clear pathway in a business-to-consumer (B2C) context and further research is required on how to strengthen this link. RESEARCH APPROACH/DESIGN AND METHOD : A quantitative descripto-explanatory study that is cross-sectional in nature was used to collect empirical data from 871 banking customers in South Africa purposively selected using interviewer-administered questionnaires. SmartPLS 3.2.7 was used to test the direct effect (H1–H4) and Hayes Process Macro for SPSS (Model 4) was used to test the indirect effects (H5 and H6). MAIN FINDINGS : Satisfaction has a significant and positive relationship with affective and calculative commitment, and calculative commitment in turn has a significant and positive relationship with loyalty. Both affective and calculative commitments partially mediate the relationship between satisfaction and loyalty. PRACTICAL/MANAGERIAL IMPLICATIONS : The importance of affective commitment in the relationship between satisfaction and loyalty among customers of South African retail banks is highlighted. CONTRIBUTION/VALUE-ADD : This study provides an enhanced understanding of the importance of affective and calculative commitment in strengthening the satisfaction–loyalty link.
The impact of shopping values on e-satisfaction and shopping wellbeing : a South African perspective
(Universitas Islam Nahdlatul Ulama Jepara, 2024-06) Mbulo, Valerie N.; Ndoro, T.T. (Tinashe); tinashe.ndoro@up.ac.za
OBJECTIVE: Shopping well-being has continued to be a fundamental construct in retail shopping research. However, marketers seek to understand the factors that enhance shopping well-being for online consumers in the fast-growing era of e-commerce. This study sought to investigate the impact of shopping values (hedonic and utilitarian) and e-satisfaction on shopping well-being within the South African context. RESEARCH DESIGN & METHODS: The study used a cross-sectional quantitative research design. Using convenience sampling, online survey questionnaires were administered to collect the data from South African consumers who engage in online shopping. Descriptive analysis and multiple regression analysis were used to analyse the data. FINDINGS: The findings of the study indicated hedonic shopping values had a positive impact on shopping well-being. On the other hand, it was found that utilitarian shopping values and e-satisfaction had no positive impact on shopping wellbeing. IMPLICATIONS AND RECOMMENDATIONS: From these findings, web-based shopping managers can construct online shopping environments that support hedonic shopping values in order to ensure that consumers shopping online experience shopping wellbeing. CONTRIBUTION & VALUE ADDED: The study adds value to marketing practitioners and businesses that seek to ensure that consumers engaging in online shopping experience satisfaction and wellbeing within the growing e-commerce industry in South Africa and other emerging economies.
Promoting proactive helping behaviour: the role of positive psychological capital and emotional self-control
(Emerald, 2024-09) Van Tonder, Estelle; Petzer, Daniël Johannes; Fullerton, Sam
PURPOSE – Customers’ proactive helping behaviours involving personal initiative taking may present an effective solution for assisting other customers in avoiding harmful brands. Accordingly, this study aims to propose a model explaining the role of positive psychological capital (self-efficacy and optimism) in influencing customers’ proactive helping behaviours involving personal initiative taking. The study additionally provides greater clarity regarding the moderating effect of emotional self-control within the suggested model. DESIGN/METHODOLOGY/APPROACH – Survey data were collected from 256 respondents in South Africa, who reported on their perceptions and the degree to which they engage in proactive helping behaviours to assist other customers in avoiding harmful brands. Hypotheses were tested using regression analysis. FINDINGS – General self-efficacy and social optimism influence customers’ proactive helping behaviours. Emotional self-control moderates the indirect effect of general self-efficacy on customers’ proactive helping behaviours through social optimism. RESEARCH LIMITATIONS/IMPLICATIONS – Greater insight is obtained into the interplay between factors representing a positive psychological state and self-control of negative emotions and these factors’ effect on customers’ proactive helping behaviours involving personal initiative taking. ORIGINALITY/VALUE – The research extends knowledge of proactive helping behaviours involving personal initiative taking to assist other customers in avoiding harmful brands and subsequently provides a baseline for further research in this regards. Practically, the research is useful to social agents of society concerned with promoting responsible purchasing practices.
“Fresh start” messaging, “rebirth associations,” and consumers’ environmentally sustainable actions
(Springer, 2025) Strizhakova, Yuliya; Coulter, Robin A.; Price, Linda L.
What do consumers do with their used clothing, books, and children’s toys? In this research, we introduce metaphoric “fresh start” messaging as an effective tactic to encourage consumers to engage in environmentally sustainable actions of donating used products for remanufacture or reuse. Drawing on conceptual metaphor theory and construal theory, we contrast metaphoric “fresh start” messaging with dominant “reduce waste” and “recycle” non-metaphoric environmental messages. Across six experimental studies, metaphoric “fresh start” messaging is more effective in increasing environmentally sustainable actions, including used product donations and donation intentions. The effectiveness of metaphoric “fresh start” messaging is grounded in its activation of abstract thinking as “rebirth associations,” thoughts around new beginnings, renewal, and new life. We examine the effectiveness of metaphoric “fresh start” (vs. non-metaphoric environmental) messaging with the use of “fresh start” temporal landmarks (New Year’s Day and Earth Day) and find that metaphoric “fresh start” messaging, with or without these temporal landmarks, is more effective in triggering abstract thinking as “rebirth associations.” Our work substantiates the power of metaphoric “fresh start” messaging in encouraging consumers’ environmentally sustainable actions and has significant implications for the use of conceptual metaphors in marketing messages.
Spillover effects of sensory stimulation
(Emerald, 2025-02) Chowdhury, Tilottama G.; Khare, Adwait; Coulter, Robin A.
PURPOSE : This paper aims to propose the sensory stimulation spillover effect phenomenon, defined as the process by which sensory stimulation in one area generates positive impressions and favorably impacts opinions in other areas. Specifically, this paper demonstrates that the spillover effect of sensory priming via an advertised brand impacts the viewer’s self-brand connections (the mental representation of a brand connected to an individual’s self-concept), brand attitude and brand purchase intention. DESIGN/METHODOLOGY/APPROACH : Across six experiments, 883 participants considered advertised brands from diverse product categories (food snacks, electronics and detergent). The multisensory prime in Studies 1–3 uses positively valenced sensory imagery and text, whereas the multisensory prime in Studies 4–6 is a sensory imaging task. Studies 1–4 examine the spillover effect of the multisensory prime on consumers’ self-brand connections, as well as downstream brand-related variables. Studies 5 and 6, respectively, examined the moderating roles of advertising appeal, regulatory focus (promotion vs prevention) and cognitive versus affective tone. FINDINGS : Results provide robust evidence of the proposed sensory stimulation spillover effect. Sensory priming strengthens self-brand connections and positively impacts brand attitude and purchase intention; self-brand connections mediate the relationship between a multisensory prime and brand attitude and purchase intention. The sensory stimulation spillover effect is stronger when advertisements have a promotion (vs prevention) focus and particularly for participants with a stronger intrinsic promotion (vs prevention) orientation, as well as for advertisements with an affective (vs a cognitive) tone. RESEARCH LIMITATIONS/IMPLICATIONS : The authors manipulated sensory stimulation using visual images and text as well as using a multisensory-imaging task. Future work can explore the use of actual sensory stimulation, and retail spaces or public venues may provide opportunities for field experiments to study sensory stimulation in situ. PRACTICAL IMPLICATIONS : The research focuses on spillover effects in an advertising context with broader implications for consumers’ in-store shopping experiences based on multisensory store architecture and atmospherics, as well as online shopping that is impacted by multisensory information. ORIGINALITY/VALUE : This paper introduces the phenomenon of sensory stimulation spillover effect, the process by which sensory stimulation in one area generates positive impressions and favorably impacts opinions in other areas and demonstrates that multisensory priming strengthens self-brand connections and downstream brand-related variables, with self-brand connections as the mediator. The results are robust across multiple product categories and are contingent upon the type of advertising appeal. The research focuses on spillover effects in an advertising context with broader implications for consumers’ in-store shopping experiences based on multisensory store architecture and atmospherics, as well as online shopping which is impacted by multisensory information.
You want my loyalty? Treat me fairly! A study of Islamic banking customers in South Africa
(Emerald, 2025-01) Roberts-Lombard, Mornay; Petzer, Daniël Johannes
PURPOSE : The purpose of this study is to investigate possible drivers of loyalty amongst Islamic banking customers in Gauteng, South Africa. We ponder the relationships of service fairness (a secondorder reflective construct) with perceived value, satisfaction, and loyalty. DESIGN/METHODOLOGY/APPROACH : Data were obtained from Islamic banking customers in South Africa using interview-administered questionnaires. A total of 350 responses were perceived as being suitable for data analysis. The measurement and structural models were measured through structural equation modelling. FINDINGS : Service fairness and perceived value were found to be important drivers of loyalty within this context. RESEARCH LIMITATIONS/IMPLICATIONS : This study demonstrates that service fairness and perceived value are precursors to the future loyalty intentions of Islamic banking customers. As such, they should be nurtured as key elements of the relationship building process. PRACTICAL IMPLICATIONS : The study guides South African Islamic banks and South African banks with Islamic windows to better understand how service fairness (interactional, procedural and distributive) fosters satisfaction, perceived value and loyalty (attitudinal and behavioural). ORIGINALITY/VALUE : Enhancing comprehension of the relationship between service fairness and customer loyalty, with satisfaction and perceived value playing intermediary roles, represents an unexplored avenue in academic research within the context of Islamic banking in an emerging African market.
Identifying research gaps in destination branding and social media studies between the Global North and Global South : literature review
(Africa Journals, 2024) Makumbi, Mafanedza B.; Du Preez, Elizabeth Ann; mafanedza.makumbi@up.ac.za
The exploratory study sought to present a review of scholarly literature and synthesise academic insights encompassing the span of 2010 to 2020, to shed light on the contemporary state of knowledge pertaining the intersection of destination branding and social media. The convergence between destination branding and social media has emerged as a pivotal component within the tourism industry, garnering heightened attention from practitioners and researchers. The methodology implemented was quantitative, using a Systematic Quantitative Literature Review to investigate how researchers study destination branding and social media within tourism literature. Data collection, drawing from a diverse array of scholarly articles sourced from prominent literature databases such as Emerald, Web of Science, Scopus, and Web of Science, was used. Data analysis included descriptive statistics, followed by a Cluster analysis to describe current research. Two types of articles emerged, clearly indicating the disparities between Global North and Global South in terms of the social media and branding dimensions studied, as well as the methodologies employed. Findings show polarisation of the research attention with majority focus on destination case studies from the Global North perspective. This study highlights important existing research gaps and presents a roadmap for future research endeavors.
Does fortune favor the brave? Brand bravery’s impact on green- and inclusive marketing
(Routledge, 2025) Maree, Tania; Wiese, Melanie; tania.maree@up.ac.za
The study provides new insights by investigating the influence of brand bravery on marketing communication effectiveness in two bravery contexts: environmental sustainability and inclusivity communications, in an emerging market, South Africa. Structural equation modeling tested the conceptual models based on 364 and 471 responses. Brand bravery significantly influenced brand- and advertisement attitudes in the sustainability context, but only advertisement attitudes in the inclusivity context. Interestingly, lower consumer-brand identification had a stronger moderation effect than higher values. This was true for the relationship between bravery and brand attitude for both contexts; yet, only for sustainability communication did the same occur for the relationship between bravery and advertisement attitude. The main contributions are insights into how consumers see a brand’s bravery from green marketing and inclusivity perspectives and the effectiveness of these communications from an understudied geographical viewpoint. It also highlights the moderating role of consumer-brand identification in the consumer-brand relational framework.
Why do I engage? Gratifications of online brand communities on Facebook
(MC Cant, 2024-06) Sprighton, Abigale; Van Heerden, Danita; Verbeek, Jade; danita.vanheerden@up.ac.za
With technology evolving, interactive marketing is evolving too, as we see a rise in online forums and platforms designed to facilitate consumer-brand interactions and translate these into sustainable consumer-brand relationships. Such communities are referred to as online brand communities. To date, research has shown that engagement within these communities can yield favourable benefits for the brands represented, yet the majority of studies on online brand community engagement are yet to reach a consensus on the antecedents; and if engagement has in fact progressed within the changing business landscape. This research study therefore aims to address this gap by determining the drivers of online brand community engagement. Pleasurable fulfilment and self-esteem were explored as possible gratifications (i.e., drivers) of online brand community engagement in this study. The sample consisted of 166 respondents who are 18 years and older, and who are currently members of an online brand community, specifically on Facebook. An online questionnaire was used to collect data through non-probability convenience sampling. The results of the multiple regression analysis indicate that pleasurable fulfilment and online brand community self-esteem are statistically significant drivers of online brand community engagement. This study contributes to the existing brand community literature by enhancing the understanding of online brand community engagement drivers. It is therefore suggested that marketers focus their efforts on creating and encouraging online communities for their brands, specifically on Facebook, that promote pleasurable fulfilment and advocate self-esteem.
Environmental and social sustainability : a consumer cultural identity perspective in the global-local marketplace
(Luminous Insights LLC, 2024-01-04) Strizhakova, Yuliya; Coulter, Robin A.
With the 2023 The Sustainable Development Goals Report confirming that the world is far from reaching the established sustainability goals for 2030, we focus this commentary on environmental and social sustainability from the perspective of consumer cultural identity and branding within a global-local marketplace. Our attention is on the firm (multinational and local) and its brand (global or local) as a viable business entity with economic sustainability, that is also engaged with environmental sustainability and social sustainability. We offer substantive questions to guide research around the complexities of corporate sustainability, global and local company/ brand actions, and consumer cultural identity.
Testing a modified information system success model in a mobile travel app context
(Wiley, 2024) Dube, Nombeko; Humbani, Michael; michael.humbani@up.ac.za
The purpose of the study was to test a modified information system success model in the context of a mobile travel application in order to provide a richer explanation of the focal operating system and the psychological factors that leisure travelers regard as important for user engagement with mobile travel apps. The interrelationship among the basic constructs of DeLone and McLean's information system success model were also explored. A sample size of 219 mobile travel application users aged 18 years and older and who reside in South Africa was collected using purposive non-probability convenience sampling. A self-administered online survey was used for data collection. An exploratory factor analysis revealed the information quality and system quality dimensions to be a single dimension, which was named information and system quality. The results established information and system quality as a significant predictor of service quality. Information and system quality, involvement, and enjoyment also emerged as significant predictors of user engagement with mobile travel applications, while service quality is not. Furthermore, engagement significantly influences word-of-mouth. The study suggests that service providers of mobile travel applications should consider both the information and system characteristics of an application and the psychological factors of involvement and enjoyment if they are to have a better understanding of user engagement with mobile travel applications. The findings indicate that the modified DeLone and McLean's information system success model could be more applicable to exploring mobile travel application engagement in emerging economies, and could be applied to future related studies in other contexts in order to expand existing knowledge.
Exploring how South African handicraft entrepreneurs can use self-schema and brand love to foster positive word-of-mouth from customers
(Emerald, 2024) Kuhn, Stefanie Wilhelmina; Van der Westhuizen, Liezl-Marie
PURPOSE – Handicraft entrepreneurs often lack the marketing funding needed to achieve brand awareness and, ultimately, sales. While positive word-of-mouth (WOM) from customers can bridge the funding gap, handicraft entrepreneurs may not have knowledge of how to generate WOM effectively. The purpose of this study is to examine role of self-schema and brand love in generating positive WOM in a developing country research context, namely, South Africa. DESIGN/METHODOLOGY/APPROACH – This study used a quantitative approach. A survey was completed by 250 South African respondents who purchase handmade home d ecor items. The interrelationships between constructs were analysed using covariance-based structural equation modelling. FINDINGS – Self-schema and brand love are instrumental in generating positive WOM, albeit via different underlying mechanisms. Brand love mediates the relationships between self-schema (inner- and social self) and positiveWOM. ORIGINALITY/VALUE – This paper contributes to the entrepreneurial marketing (EM) field theoretically by providing a needed customer perspective for EM strategies from a developing country. Moreover, by considering underlying cognitive and emotional processes that underpin WOM, the authors demonstrate how handicraft entrepreneurs can use customers as a resource in their marketing strategy. Practical recommendations for handicraft entrepreneurs and policymakers are also offered.
The effect of income on the relationship between travel motives and destination choices
(AOSIS, 2024-05-23) Struwig, Jare; Du Preez, Elizabeth Ann; elizabeth.dupreez@up.ac.za
BACKGROUND : Studies investigating the relationship between travel motivations and destination choice are often unidimensional and hierarchical, presenting limited perspectives on traveller groups with diverse socioeconomic backgrounds. AIM : This study investigates the variations in travel motives versus destination choices given different income bands. It presents a nuanced profile of income group members based on socio-demographic variables and travel experience. SETTING : South African domestic tourism. METHOD : Threshold regression was applied to determine whether 13 motivations changed toward six destinations given specific income levels. Data from the 2019 South African Social Attitudes Survey (SASAS) were used and the weighted sample represented 42 573 093 South Africans. RESULTS : The threshold regression materialised with between four to six breakpoints for most destinations. Fun dominated as a motive among lower income groups, as opposed to relationship building for higher income groups. Relaxation, as a known core travel motivation, did not lead to varied interest in specific destinations. Apart from motives, race and travel experience produced several significant differences. CONCLUSION : Income thresholds meaningfully explain variations in the relationship between travel motivations and destination choice. More effective marketing strategies should be built around travellers within overlooked markets. CONTRIBUTION : The study provides novel empirical evidence that destination choice is nonlinear and multifaceted. It applies threshold regression that has not been used in destination choice studies. Finer nuanced segments are identified and suggest an amendment to the travel career pattern (TCP) to accommodate developing and emergent travellers.
Modelling zero waste behavioural intent : the moderating role of perceived behavioural control and socio-demographic factors
(Elsevier, 2024-03) Botha, Euodia Isabella; Wiese, Melanie; euodia.botha@up.ac.za
The global culture of consumerism is fuelling the climate crisis. An increase in household consumption and the waste it creates holds many negative implications for consumers, businesses, brands, and governments alike. Thus a shift towards zero waste (ZW) behaviours among consumers is essential. To address a lack of understanding of ZW behaviours among individuals, this study investigated the intention to engage in these behaviours through the lens of the original theory of planned behaviour (TPB), with perceived behavioural control (PBC) as moderator. A survey of 486 South Africans validated the original TPB's ability to successfully model ZW behavioural intent, and confirmed the role of perceived behavioural control as moderator as opposed to its popularly accepted role as predictor. Various socio-demographic variables also played a significant moderating role in the model. This study also contributes to seven of the 2030 sustainable development goals (SDGs) of the United Nations (UN), and adds to the emerging stream of transformative consumer research (TCR). Several practical strategies are also offered to assist marketing practitioners and governments in increasing ZW behaviours to create a better environmental, economic, and societal future.
Tourism levy collection for 'Marketing South Africa'
(Taylor and Francis, 2024) Ripinga, Bernard B.; Mazenda, Adrino; Bello, Felix Gasten; adrino.mazenda@up.ac.za
Governments around the world implement tourism taxes as a means of generating revenue to promote their respective destinations. South Africa introduced a voluntary tourism tax to raise additional funds for destination marketing. This paper focuses on the stationary tourism levy collectors’ base, a growing concern for revenue collection and tourism marketing. This study aided previous studies using stepwise logistic regression to unravel the determinants of tourism tax/levy collection in Gauteng-graded accommodation establishments. The descriptive statistics showed that most establishments collecting tourist taxes are from Tshwane. About 55% of these establishments are hotels registered as small and medium enterprises with white ownership. Determinants of tourism levy collection are levy rates, lack of transparency in levy usage, and murky levy collection processes that limit the likelihood of collecting the levy and revenue base. Extensive marketing for levy collection, clarity in levy usage, and training of levy administrators are necessary to increase levy collection.
Drivers and barriers of corporate social responsibility engagement within small, medium and micro hospitality enterprises : the case of the hospitality sector in South Africa
(Universidade de Aveiro, 2023) Stevens-King, Nerissa; Bello, Felix G.; u26268320@tuks.co.za
Corporate social responsibility (CSR) is a multifaceted concept when considered from a multiple stakeholder perspective. CSR is not a new concept and has evolved into a widely accepted business practise. CSR engagement di ers from business to business in terms of organisational context, size, industry and country. This paper explores the drivers and barriers of CSR engagement in the context of small, medium and micro enterprises (SMMEs) in the hospitality sector in South Africa. This study uses the stakeholder theory, to investigate the stakeholders considered by hospitality SMMEs when engaging in CSR activities. Data was collected using purposive and snowballing sample methods where 102 owners and/or managers of hospitality SMMEs completed an online survey. A standard multiple regressions model was used to analyse the data. The results illustrate that hospitality SMMEs positively engage in CSR with the main drive to protect the environment. However, the SMMEs' main barrier is the lack of nancial resources to be more responsible. Hospitality SMMEs consider their employees to be a vital stakeholder. This study has practical implications for owners to collaborate with important stakeholders, such as their employees or suppliers, and establish policies that de ne CSR practises within their SMME.
Do you want my loyalty? Then understand what drives my trust – a conventional and Islamic banking perspective
(Emerald, 2024-07) Roberts-Lombard, Mornay; Petzer, Daniël Johannes
PURPOSE : The purpose of this research is to develop an enhanced understanding of the drivers of trust and loyalty in a conventional and Islamic banking setting. DESIGN/METHODOLOGY/APPROACH : The study’s sample included South African retail bank customers who had Islamic or conventional products and who were 18 years or older. A field services company collected data from respondents through the distribution of self-administered questionnaires and a total of 949 questionnaires were deemed suitable for data analysis. SmartPLS 3.2.7 and Hayes Process Macro for SPSS tested the study’s hypotheses. FINDINGS : Comparing conventional banking customers with Islamic banking customers, the path from trust to customer loyalty was statistically significantly different across customer type, while the paths between trust and customer orientation, information sharing, and service fairness were not statistically significantly different across customer type. A closer examination of the path coefficients reveals that the relationship between trust and loyalty is stronger for conventional banking customers than for Islamic banking customers. PRACTICAL LIMITATIONS : The findings of the study guide both conventional and Islamic banks in South Africa on how banks should redesign their purpose as the providers of financial resources to their customer segments. It highlights the need for these banks to secure a more focused approach on how to deliver financial resources and consulting services to customers in a trusting, engaging and reliable manner. ORIGINALITY/VALUE : The study provides insight into Islamic and retail bank customers’ perceptions of the drivers of trust and loyalty and how these constructs’ interrelationships differ between Islamic and conventional banking customers.
Satisfaction with mobile food delivery app (MFDA) usage and the moderating role of perceived COVID 19 risk
(Elsevier, 2024-08) Humbani, Michael; Higueras-Castillo, E.; Liébana-Cabanillas, F.
The purpose of this study was to determine the influence of MFDAs characteristics on satisfaction in a health emergence situation, as well as the interrelationships between satisfaction, trust, and continuance intention. Unlike other existing studies, this research examines the determinants of satisfaction classified into two groups based on the Expectation-Confirmation Model: on one hand, service-related factors (external - lifestyle compatibility and various food choices), and on the other hand, technical factors (internal - personalization, performance expectancy, and task technology fit) in the context of MFDA. Additionally, the moderating role of perceived COVID-19 risk was explored. The study provides a tool that app developers can use to test their proposed systems before commercialisation through measuring the relationship between MFDA system characteristics and user satisfaction.

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