Business Management
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Browsing Business Management by Advisor "Maziriri, E. T."
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Item Open Access Factors influencing the satisfaction and behavioural intentions of restaurant consumers(University of the Free State, 2022) Mafojane, Mathapelo; Maziriri, E. T.; Rukuni, T. F.The increasingly competitive rivalry within the restaurant industry creates immense pressure among those within the industry. Many restaurants fail to survive or thrive in this industry, even though it is such a lucrative industry. There are many restaurants, differentiation becomes difficult, and competition is intense. The study sought to predict factors influencing the satisfaction and behavioural intentions of restaurant consumers through a blended approach by identifying factors that can help stimulate customer satisfaction, such as service quality factors (tangibility, reliability, responsiveness, empathy, assurance) and hygiene factors(personal hygiene, cleanliness of equipment and surfaces, cleanliness of restrooms), and the study further predicts that the successful application of these factors by restaurants can lead to post-behavioural intentions, such as restaurant attachment, willingness to pay price premia, return patronage intention and positive word of mouth. Data was collected from 300 restaurant customers in Bloemfontein, South Africa. The Statistical Package for Social Science (SPSS) was used to analyse the results, and Smart-PLS to test and assess the validity of the hypothesised relationships in the model. It was precisely found that assurance positively and significantly impacted customer satisfaction. However, tangibility, reliability, responsiveness, and empathy were insignificant and did not influence customer satisfaction. In addition, only cleanliness of restroom under hygiene was found to have a positive and significant influence on customer satisfaction. However, personal hygiene and cleanliness of equipment and surfaces did not have a statistically significant influence on customer satisfaction. It was also found that customer satisfaction positively and significantly impacts restaurant attachment. Moreover, it was found that restaurant attachment has an impact on willingness to pay price premia, return patronage intention and positive word of mouth. This study recommends that a restaurant should use a blended approach of high service quality and proper hygienic conditions to secure and enhance customer satisfaction which ultimately leads to positive behavioural intentions. This study broadens the knowledge base currently in marketing and customer satisfaction in the restaurant industry. Lastly, the study concludes with identifying the limitations of the study and presents future research opportunities.Item Open Access The intention and continued usage of mobile banking applications in Zimbabwe(University of the Free State, 2022) Bepe, Tapiwa; Maziriri, E. T.; Rukuni, T. F.The increase in competition has led to the growth of the Zimbabwean banking sector through the introduction of mobile banking applications by Zimbabwean banks. Despite the growth, the rate of continued usage of mobile banking applications has been slow. The study sought to predict the intention and continued usage of mobile banking applications in Zimbabwe especially with the increase in usage of the internet as customers seek convenience and paperless banking. Such a study is critical in determining the drivers of continued usage of m-banking applications within the banking industry. Practical implications from the study assist banks to tailor make the m-banking applications to suit the different needs of their customers. The study was grounded on the unified theory of acceptance and use of technology model, the technology acceptance model, the theory of planned behaviour model and the user experience model. Part of the empirical objectives of the study was to determine the impact of effort expectancy, social Influence, perceived enjoyment, user experience and perceived interaction on the intention to use mobile banking applications in Zimbabwe and to assess the impact of perceived risk and perceived trust on the intention to use and continued usage of mobile banking applications in Zimbabwe. Data were collected from 377 users that had used any mobile banking applications from any Zimbabwean bank in the past year. The Statistical Package for Social Science (SPSS) was used to analyse the results and SmartPLS was used to test and assess the validity of the hypothesised relationships in the model. The study sought to test twelve hypotheses, and of the twelve hypotheses tested, nine were significant. Of the constructs tested, effort expectancy and perceived interaction had the most influence on the intention to use m-banking applications, whilst loyalty as an outcome variable was the most significant compared to electronic word-of-mouth. The results indicated that effort expectancy, perceived enjoyment and perceived interaction were empirically supported, whilst social Influence and user experience were not statistically supported. Furthermore, the results showed that customers' continued usage of mobile banking applications on electronic word-of-mouth and loyalty were statistically significant. Perceived risk on the intention and continued usage of mobile baking applications was empirically supported. Whilst, perceived trust on the continued usage of mobile banking applications was empirically supported. However, perceived trust on the intention to use mobile banking applications was not empirically supported.