Faculty of Commerce, Law and Management (ETDs)

Permanent URI for this communityhttps://hdl.handle.net/10539/37778

Browse

Filters

2020 - 20212

Settings

Has files: YesSubject: search.filters.subject.Customer perception

Search Results

Now showing 1 - 2 of 2
  • Thumbnail Image
    Item
    A theoretical analysis of how the enhancement of social media utilization can improve customer experience in South African retail banks
    (University of the Witwatersrand, Johannesburg, 2020) Rapitsi, Lebohang
    Purpose: The banking industry has seen a rapid shift with the emergence of digital banks and non-direct competitors, as a result banks have responded with increased focus on the use of technology in efforts to defend market share. There is currently a lack of empirical evidence which relates to how the enhancement of social media usage by South African retail banks can improve customer experience. The purpose of this study is to examine empirical evidence to support the predictor effects of customer perception, service quality, customer satisfaction, with the aim of enhancing customer experience in retail banks by utilizing social media platforms. Design/Methodology/ Approach: The empirical study was of a quantitative nature, whereby factors pertaining to customer perceptions, service quality, customer satisfaction and customer experience were assessed accordingly. The sample consisted of 62 respondents from the various retail banks in South African. Various statistical tests were initiated in order to understand the relationships between the abovementioned variables. Findings: The results from the study indicate a positive relationship between customer satisfaction as a predictor of customer experience on social media platforms. The findings also suggest although there may be associations between service quality and customer perceptions with customer experience, they are however not significant. Implications: It is critical for retail banks to continue to seek innovative ways to improve customer experience. The benefit of utilizing social media platforms is that it allows for banks to establish valuable interactions with customers whilst leveraging information in order to understand the needs of their customers
  • Thumbnail Image
    Item
    A study of Industry 4.0 technologies and customer perception in the insurance industry
    (2021) Busschau, Mary C.B
    The changes in society and business towards a more digitised and connected world evoke feelings of both excitement and anxiety. Businesses are increasingly using these technologies to ensure optimal customer service and delivery of services and products, but the literature shows that many customers may not be ready for this change. Industry 4.0 technologies such as big data, artificial intelligence, and the internet of things are bringing increased awareness around customer concerns on privacy, fear of autonomous robots and artificial intelligence, and a general distrust of new technology. This research study looks at the potential issues that customers have with digital technology and their perceptions of South African insurance providers using this technology. The research also looks at whether customer education and communication have an impact on these areas of privacy concerns, fear of autonomous robots and artificial intelligence and distrust of new technology and customer perception. A quantitative research method was applied through an online survey, of which 395 participants formed the segment. Using correlation statistics and structural equation modelling the results showed that a unit increase in privacy concerns was more likely to improve their perceptions towards insurance by as much as 17.9%. The results also suggest that there is a 26% chance that improvements in trust in technologies could positively impact respondents' perceptions of insurance. The study also revealed that fear of autonomous robots and artificial intelligence have nothing to do with customer perceptions; results were not significant at the 5% level. Further results indicated that customer education and transparent communication significantly impact customer perception related to privacy concerns by 61.15% and distrust of new technologies by 143.15%. These results support most of the theories from the literature