ETD Collection

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Author: search.filters.author.Anvar, MuntahaSubject: search.filters.subject.Consumers' preferences--South Africa

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    The effect of multi-sensory branding on purchase intention at coffee shops in South Africa
    (2016) Anvar, Muntaha
    In the retail sphere of coffee shops, the increase in competition has led retailers to revert to alternative methods of capturing the attention of customers. By means of multi-sensory branding, retailers aim to stimulate consumers‟ emotions towards a brand, which ultimately influences buying behaviour. Although the success of multi-sensory branding is still relatively low, there seems to be an increased awareness of involving the five senses into the retail sphere. Its successful implementation can help marketers benefit financially through increased sales, profits and market share. The purpose of the present study is therefore to fill this void by exploring the effect of multi-sensory branding on purchase intention at coffee shops in Johannesburg. For the purpose of this study, the five senses (sight, touch, taste, smell and sound) are the predictor variables, with customer satisfaction as the mediating variable, and purchase intention as the outcome variable. Despite a number of studies that have been conducted in this field, little research has focused on the South African coffee shop industry, which is gaining increased attraction from global investors. This study follows a quantitative approach in which 400 surveys were distributed among male and female students at University of the Witwatersrand to explore the influence of multi-sensory branding on purchase intention at coffee shops. Although the findings indicate that all six proposed hypotheses are supported, the strongest relationships were found to be between customer satisfaction and sound, taste, and smell respectively. Thus indicating that sound, taste and smell have the most significant influence on customer satisfaction. Likewise, customer satisfaction has a significant influence on purchase intention. The contribution of this paper is firstly, to expand the contextual knowledge multi-sensory branding and its factors that are used to influence consumer purchase intentions. Secondly, it will add to existing literature on multi-sensory branding. Theoretically, it also contributes to the consumer behaviour literature in marketing and retail branding. Lastly, the investigation completed on the influences of purchase intentions, provides marketing practitioners with a proper understanding of techniques and strategies that can be employed to influence buying behaviour through manipulation of multiple sensory cues.