Browsing by Author "Soni, Sanjay Shantilal."

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The antecedents and outcomes of supply chain collaboration: a study of Ghana’s downstream petroleum sector.
(2020) Acquah, Innocent Senyo Kwasi.; Naude, Micheline Juliana Alberta.; Soni, Sanjay Shantilal.
Organisations are becoming increasingly conscious of the fact that optimising the performance of the whole supply chain, instead of the individual organisations that constitute a supply chain, is the way to go. At the same time, uncertainty and changing customer expectations have made it abundantly clear that no single individual organisation has a monopoly over the efforts that lead to increased customer satisfaction. Products in Ghana’s downstream petroleum sector are mainly imported and therefore, susceptible to currency fluctuations. Furthermore, these products are undifferentiated, and the market, characterised with small margins making competition very keen, hence, internal efficiency and cost reduction are the keys to profits and survival. Though collaboration is one of the catalysts to competitive advantage and firm performance through cost reduction, how it relates to the dimensions its as antecedents and outcomes are, however, largely overlooked and neglected in the literature. Accordingly, it is inconclusive as to how the dimensions of collaborative culture, uncertainty and trust, influence supply chain collaboration as well as how supply chain collaboration influences the individual dimensions of collaborative advantage and firm performance in Ghana’s downstream petroleum sector. Drawing on the literature, this study, investigated the antecedents and outcomes of supply chain collaboration by examining through a comprehensive model, nine antecedents and seven outcomes of supply chain collaboration in the downstream petroleum sector. Collectivism, long-term orientation, power symmetry, uncertainty avoidance, benevolence, credibility microlevel uncertainty, meso-level uncertainty and macro-level uncertainty have been identified as the antecedents to supply chain collaboration. At the same time, process efficiency, business synergy, offering flexibility, quality, innovation, operational performance and financial performance were the outcome of supply chain collaboration. Theoretical underpinnings were drawn from Transaction Cost Economics (TCE), Resource-Based Theory (RBT), Resource Dependency Theory (RDT), Contingency Theory (CT) and Extended Resource-Based Theory (ERBT) to design the framework for the quantitative study. A mixed-methods approach, specifically the explanatory sequential mixed methods design made up of a quantitative survey of respondents, followed by semi-structured interviews, was adopted for the study. In the quantitative phase, a research model, made up of seventeen constructs, was developed and empirically tested, using the Partial Least Squares (PLS) approach to Structural Equation Modelling (SEM) with survey data of 166 usable responses. To further explain the quantitative findings, eight semi-structured interviews were conducted and analysed, using thematic analysis in the second qualitative phase of the study. Whereas SmartPLS 3 was used to examine the relationships among the constructs in the quantitative phase, Nvivo version 12 was used to analyse the semi-structured interview data in the second qualitative phase. The quantitative findings revealed statistically significant results for eleven out of sixteen hypothesised paths. The qualitative results converged with most of the hypothesised paths in the quantitative model. Given the findings, the study recommends that more considerable attention is given to collectivism, long-term orientation, power symmetry, uncertainty avoidance, micro-level uncertainty, meso-level uncertainty, macro-level uncertainty, credibility and benevolence if firms in the downstream petroleum sector are to encourage and promote supply chain collaboration. Moreover, the relationships between supply chain collaboration and the dimensions of collaborative advantage (i.e. process efficiency, offering flexibility, business synergy, quality and innovation) and firm performance (operational performance and financial performance) need careful attention, if managers in the petroleum downstream are to reap the benefits of supply chain collaboration. The contributions of this study are three-fold: first, the study contributes to the supply chain collaboration literature by answering the call for a sub-construct level exploration of the antecedents and outcomes of supply chain collaboration. The study’s second contribution to the supply chain collaboration literature is in the use of an explanatory sequential mixed methods design, involving a first quantitative phase and a follow-up second qualitative phase. Finally, the study provides a developing country perspective that augments the evolving literature on supply chain collaboration, its antecedents as well as its outcomes.
Assessing the relationship between networking and the business performance of suppliers to the motorbike industry in the main zones of Chongqing with a special emphasis on Guanxi
(2009) Li, Yi-Fan.; Soni, Sanjay Shantilal.
In the Chinese business environment, owner-managers of SMEs emphasize engaging in networking and are good at developing networks, especially personal networks (Guanxi). The primary purposes of the research were to ascertain whether there is a relationship between networking practice and business performance in the main city zones of SMEs making motorbike components in Chongqing; which types of networking are perceived to be more important and effective to improve business performance; and which types of networking are less likely to contribute to the business performance. The Chongqing motorbike industry is the predominant industry in Chongqing and is also the largest motorbike manufacturing cluster in China. The Chongqing motorbike components SMEs also produce the most motorbike components in China. Over 90 per cent of the required components can be locally supplied (Tzswj, 2004: Online). Therefore, the primary motivation for conducting this research comes from the recognition of the importance of networking practices (Guanxi) in the Chinese business environment and the realisation of the importance of the Chongqing motorbike components SMEs to the Chongqing motorbike industry. This research is to assist Chongqing motorbike components SMEs to improve business performance through appropriately engaging in networking practices. In turn, the Chongqing motorbike industry can be expected to consolidate and improve its market position in the long term. This research first discussed the related theories about networking and Guanxi. This is followed by the description of the Chongqing motorbike industry and its component industry, with specific description of the major problems associated with both industries as well as those associated with the external environment. Thereafter, the descriptive chapter is followed by the methodology used for the research and research findings and discussion. Finally, the recommendations and conclusions are followed. Findings from this research indicated that networking practices have a positive relationship with business performance of the motorbike component SMEs of the main city zones in Chongqing. In addition, each type of networking practice has a potential to facilitate business performance. In terms of the four types of formal networking: customer, supplier, competitor, and supporting networking, these were respectively realised as the first, second, third, fourth most contributive and effective type of networking. However, the respondents also considered that personal networking (Guanxi) was one of the most significant and essential networking activities that can facilitate the process of business performance. Based on the findings and the key problems of the Chongqing motorbike component industry, recommendations can be made to the SMEs on how to effectively engage in networking practices with all possible networking participants in order to obtain required resources that are essential to sustain and improve business performance of the motorbike industry of the main city zones in Chongqing.
Customer care at University of Natal, Pietermaritzburg : an investigation into services received by students from support departments during registration.
(2002) Sukram, Praversh Jeebodh.; Soni, Sanjay Shantilal.
This study examines customer care at University of Natal, Pietermaritzburg (UNP). It investigates the quality of service received by students, from support departments, during registration. Data was collected via a simple random sample within the three libraries (Main, Law and Life Sciences) on campus. This ensured that students from the different faculties had an equal probability of being part of the survey, providing a true representation of the campus population. The research instrument was a questionnaire, 300 of which were administered to establish the attitude and helpfulness of staff from the departments of Finance, Financial Aid, Library, Risk Management Services, Student Admissions, Student Counselling and Student Housing. A total of 287 students responded. The software package that was used to run all the analyses was SPSS version 9. Results are graphically displayed in the form of bar graphs, tables and a pie chart. Interpretation of the results reveals that the overall rating for all departments ranged from average to excellent. Recommendations are made in light of the results of the survey and the literature reviewed.
The effects of cellular phone innovation on brand image and purchase intention amongst UKZN students.
(2015) Osman, Dina Faisal.; Soni, Sanjay Shantilal.
Abstract Given the rapidly and continually changing economy, innovation has become a necessity for companies that wish to endure and grow. This study approached innovation from a consumer perspective and aimed to discover whether innovation is associated with brand image and purchase intention in the cellular phone industry amongst Generation Y consumers. Brand image is important as it influences purchasing decision; when customers see one brand as more innovative as compared to others, they are more likely to purchase. The importance of purchase intention stems from its ability to determine actual purchase of a product and thereby to determine the success of innovation; therefore these two variables, brand image and purchase intention, were selected. The study also aimed to answer the question of which innovation factors - performance or appearance - are most valued by consumers, with focus on the cellular phone industry from the perspective of South African students. A quantitative approach was employed in the study to survey students and a four part questionnaire was physically distributed to 372 students at the Westville Campus of the University of KwaZulu-Natal (UKZN). A five point Likert scale was used with responses to questions ranging from 1 (strongly disagree) to 5 (strongly agree). An interval scale was used to measure the responses. The data was captured and a software program, Statistical Package for the Social Sciences (SPSS), was used to analyse the data and create graphs to present the findings. Descriptive statistics, factor analysis, t-tests and regression were conducted so as to obtain comprehensive results. The highly competitive nature of the cellular phone industry and high penetration in South African markets has created a demand for brands to become more innovative and to differentiate their products in order to survive and maintain a competitive advantage. The findings of the study were consistent with the literature sources and indicated that features related to performance were slightly more important than those related to appearance. Based on the findings it was also concluded that by improving innovation in cellular phone technology, brand image is consequently improved. Enhancing innovation and strengthening brand image in turn increases purchase intention. This creates a further incentive to implement and practice innovative initiatives which have a positive trickledown effect.
An evaluation of the current marketing practices by students at the University of Natal Pietermaritzburg (UNP) for self-funded teaching programmes in the school of business.
(2003) Pillay, Sandra.; Soni, Sanjay Shantilal.
The objective of this dissertation is to evaluate the current marketing practices as viewed by students at the University of Natal - Pietermaritzburg (UNP) for self-funded courses. Data was collected from a sample size of 221, of which 196 student opinions were established. A sample size of 196, represented 38,7 % of the total population, and can be considered as an adequate sample size. This also confirms that the sample size is a true representation of the population. The instrument used for the research was a structured questionnaire, formulated by reviewing the literature in Chapter 2 and Chapter 3. The analysis of the data was done using a software package called SPSS vII,S. The interpretation of these results was illustrated with the use of bar graphs and pie charts, with a written narration for each question of the questionnaire. The analysis of the results reflects that students feel very positive about the University's current marketing practices. All departments were rated as at least "good" by the students in terms of reliability, responsiveness, assurance, empathy and tangibles. Recommendations were formulated as the result of the findings, and challenges facing the University of Natal were presented.
An evaluation of the promotional factors influencing general practitioners' prescribing behaviour, primarily the pharmaceutical representative.
(2003) Patel, Paresh Kumar V.; Soni, Sanjay Shantilal.
Generally the pharmaceutical industry operates in a heavily regulated and controlled environment. In South Africa, the regulations governing prescription drugs do not allow the pharmaceutical companies to advertise the prescription drugs directly to the consumers. As a consequence, the greater part of the marketing efforts of the pharmaceutical companies is directed at the medical practitioners, who occupy the crucial decision-making position for the prescription drugs. The study broadly investigates the relative influence of the various promotional factors that may influence the General Practitioner's choice of prescription drug and more specifically, focuses on the characteristics of the pharmaceutical sales representatives that may influence the prescribing behaviour of the General Practitioners. An area sample of 67 general practitioners in Pietermaritzburg, South Africa, was carried out. A total of 58 responses were analysed to determine the perceived influence of various factors on the GPs' choice of new and existing prescription drugs. A specific attempt was made to determine the key influential factors with respect to the promotion by the pharmaceutical representatives and GPs' appreciation of basic statistics used in the presentations by the pharmaceutical representatives.
Factors affecting choice of and satisfaction with mobile phones : an investigation of university of KwaZulu-Natal (Pietermaritzburg) students.
(2016) Ijumba, Bridget Christabel.; Soni, Sanjay Shantilal.
Today, the liveliest market environment is the mobile phone market. This this is because of the growth and the advancement in technology. Thus, studying the consumer buying decision process of these markets can show marketers what factors influence the markets’ choices of mobile phones. The growing competition by mobile phone companies has led to increased concern regarding which mobile phone device is beneficial to own as a consumer considering the vast number of mobile phone brands and versions available to the market. This concern warrants the need to investigate factors that currently determine consumers’ choices of mobile phones taking into account the saturated level of the mobile phone industry. The intention of this study is to examine if factors previously examined in the previous research studies in different contexts also influence the South African environment. Furthermore, to identify the unique set of factors that impact South African customers’ selection of and satisfaction with mobile phones. The main objective of this study is to reveal key factors that affect the choice and satisfaction of mobile phones among university students of KwaZulu-Natal, Pietermaritzburg campus. Through a convenience sampling technique, structured questionnaires were used to collect primary data from 257 mobile phone owners. The questionnaire comprised of 5-point Likert scale questions and open-ended questions. Descriptive statistics, exploratory factor analysis, custom tables, and NVivo were used to analyse data that was obtained from the students. Results of the descriptive statistics showed that product features and design was a major factor influencing the choice of mobile phones. Overall performance was a major factor contributing to the satisfaction of mobile phones. Battery life was the main feature that consumers considered when acquiring a mobile phone. The exploratory factor analysis results revealed six factors that contributed to the choice of mobile phones. Namely; marketing elements, social factors, features of the mobile phone, durability and portability, brand name and cost/price. Results of six factors that contributed to the satisfaction of mobile phones included; internal, external & operation attributes of the mobile phone, style, small mobile phones, and cost/price. The results also revealed six factors that students considered when purchasing a mobile phone. These are; the size of the mobile phone, output attributes of the mobile phone, the build/make of the mobile phone, basic model, technology features and generation of the mobile phone. The custom tables revealed that the main five factors that students wish to see improved on their mobile phones include; battery power, memory size camera, phone design and audio capacity. Furthermore, the results revealed that apart from the factors revealed in the exploratory factor analysis, the following factors affect choice, satisfaction and features students seek when purchasing a mobile phone; battery life, camera, and security features. Overall, students agreed to be satisfied with their current mobile devices. This study is important because the student market is vibrant and fall in the category of early adopters and early majority. Marketers will be able to understand this market together with their needs in reference to mobile devices. This research will be beneficial to telecommunications managers and mobile phone manufacturers to comprehend the mobile phone requirements of the students’ segment and align suitably their product designs and marketing communications strategies. The scope of this study is limited to university students of the University of KwaZulu-Natal, Pietermaritzburg campus. The study can be adopted to a broader population group thus improving the scope for mobile phone manufacturers.
Factors affecting intention to buy organic personal care products: a comparison of generations X & Y in Cape Town.
(2021) Mhlamvu, Mbali Noluthando.; Soni, Sanjay Shantilal.
Organic personal care products are deemed to provide more benefits to consumers and the environment, with the provision that manufacturers have ensured a rigorous certification process. In previous studies, research on organic consumption has placed a significant amount of focus on organic food in comparison to organic cosmetics. A gap in knowledge exists in understanding the consumers underlying motivations to purchase organic personal care products versus conventional products, more so in the South African market. The purpose of this paper is to research the factors affecting the intention to buy organic personal care products among generation X and generation Y in Cape Town. A conceptual framework integrating the Theory of Planned Behaviour, Kim and Chung’s consumer values, and Chen’s green trust metric has been developed and applied for this study. For this, a quantitative online survey using Google Forms was distributed to a sample of 150 respondents, which generated 123 valuable responses for further analysis. Descriptive statistics were conducted to display frequencies and mean of the study’s variables. Cronbach’s alpha scores for all variables were all above the acceptable reliability criteria of r=.06, which indicated they all capture the same underlying construct. Thereafter, principal component analysis was conducted to pinpoint the item with the largest variance on an underlying construct. From the findings, environmental consciousness was the consumer value that significantly influenced consumer attitudes, for both generation X and Y. For generation X, subjective norms had the strongest influence towards purchase intention, whereas for generation Y, the findings revealed that consumer attitudes were significant and positively influenced purchase intention towards organic personal care products. This study provides tangible insights to environmentalists and marketers of green products on ways of effectively conveying their green message to the intended target market in South Africa. As the study focused on generation X and generation Y, a combination of those actively and not actively engaged in environmental practices and issues; future researchers could consider a nationwide survey covering samples from other generation groups who are actively organic cosmetic purchasers.
The impact of internal marketing and job satisfaction on service quality in the public health sector: the case of Zimbabwe=Umthelela Wezokumaketha Wangaphakathi kanye Nokuneliseka Kwezingabunjalo Losizo Emkhakhani wezempilo: Isimo Sase Zimbabwe.
(2022) Mutanho, Peter.; Soni, Sanjay Shantilal.
Despite the growing concern about service quality in the public health sector in the developing world, studies focusing on internal marketing, job satisfaction and service quality in the public health sector are significantly missing in Zimbabwe. The major purpose of this study was to determine the influence of internal marketing and job satisfaction on service quality in the public health sector of Zimbabwe. The current study sought to answer the following questions: What is the influence of internal marketing on job satisfaction in the public health sector? What is the impact of job satisfaction on service quality in the public health sector? And, what is the effect of internal marketing on service quality in the public health sector? A pragmatic philosophy was adopted by the researcher in the current study, which resulted in the use of a mixed-method approach. The mixed-method approach allowed the researcher to use quantitative and qualitative techniques in the same study. A case study design was used, which allowed the researcher to concentrate his efforts on public health workers at Chitungwiza Central Hospital found to have an informed and deep understanding of internal marketing, job satisfaction and service quality. In drawing the sample for the current study, the researcher used stratified sampling to select both health workers and patient participants. Data was collected from a sample of 573 participants who comprised 240 health employees and 333 patients using structured questionnaires and interviews. Quantitative data was then tested using descriptive statistics, multiple linear regressions, explanatory factor analysis, confirmatory factor analysis and structural modelling. The study ascertained that strategic rewards and organisational structure have a positive relationship with job satisfaction; job satisfaction and service quality-patient are positively related; job satisfaction and service quality and service quality-employee rated are positively related; strategic rewards, organisational structure, organisational culture, and employee empowerment have a statistically significant relationship with both service quality employee-rated and patient-rated. Iqoqa Yize kunokukhula ngokukhathazeka ngezingabunjalo emkhakheni wezempilo kumazwe asathuthuka emhlabeni, ucwaningo olubuka izimakethe zangaphakathi, ukweneliseka ngomsebenzi kanye nosizo kulomkhakha kuyagqoza eZimbabwe. Inhloso enqala yalolu cwaningo kube wukuhlola umthelela wezimakethe zangaphakathi kanye nokweneliseka ngokomsebenzi nezingabunjalo emkhakheni wezempilo eZimbabwe. Lolu cwaningo luhlose ukuphendula lemibuzo elandelayo: Yini umthelela wezimakethe zangaphakathi ekugculisekeni ngokomsebenzi emkhakheni wezempilo? Yini umphumela wezimakethe zangaphakathi ekugculisekeni ngokomsebenzi emkhakheni wezempilo? Nokuthi, yini umsebenzi wezimakethe zangaphakathi ekugculisekeni ngokomsebenzi emkhakheni wezempilo? Injulalwazi ye-pragmatic philosophy isetshenziswe ngumcwaningi kulolu cwaningo, okuholele endleleni exubile yocwaningo. Le ndlela exubile yocwaningo ivumele umcwaningi ukuthi asebenzise amasu ekhwalithethivu nalawo ekhwantithethivu, kulo lolu cwaningo. Uhlaka locwaningo lusetshenziselwe ukuvumela umcwaningi ukuba agxile kubasebenzi bomkhakha wezempilo base Chitungwiza Central Hospital abavele njengababambi-qhaza abanothile ngolwazi lwezimakethe zangaphakathi, ukuneliseka ngokomsebenzi nezingabunjalo lokusiza. Ukutomula isampula kulolu cwaningo, umcwaningi usebenzise amasampula asakuhleleka ukuqoka abasebenzi bezempilo neziguli ezingababambiqhaza. Imininingo iqoqwe kubabambi-qhaza abangama-573 abaqukethe abasebenzi bezempilo abangama-240 neziguli ezingama-333 kusetshenziswa izinhlolombuzo ezihlelekile kanye nezingxoxo. Imininingo eyiKhwalithethivu ihlolwe kusetshenziswa izibalo ezichazayo (descriptive statistics) , i-multiple linear regressions, ukuhlaziya amaqiniso ngokuchazayo (explanatory factor analysis) , ukuhlaziya okuqinisekisayo (confirmatory factor analysis) kanye ne structural modelling. Ucwaningo lukuqinisekisile ubukhona bomvuzo ohleliwe kanye nokuhleleka kwesikhungo njengezinto ezenza umphumela omuhle ebudlelwaneni bokugculiseka ngokomsebenzi obuzingabunjalo kokusizakala kweziguli kanye nobuzingabunjalo bokusiza abasebenzi kuhlobene kahle; umvuzo ohleliwe, ukuhleleka kwesikhungo, usiko lwesikhungo kanye nokuthuthukiswa kwabasebenzi kunobudlelwane obumqoka ngokwezibalo nabasebenzi kanye neziguli ezikaliwe.
An investigation into the key growth factors for small Indian retailers in some of the previous group areas of Pietermaritzburg : the role of marketing.
(1999) Soni, Sanjay Shantilal.; Bbenkele, Edwin Chookole.
The problem this study addresses is the key factors which have played an important role in the growth of small Indian retailers situated in some of the previous Group Areas of Pietermaritzburg. More particularly, the intention was to examine what role marketing played in this growth. The main reason for undertaking this study is that it seems that many small Indian retailers appeared to have exhibited growth despite having been affected by Apartheid and other problems commonly associated with being small. This study is unique in that it studies growth ie. a positive phenomenon amidst difficult situations ie. Apartheid and problems that are inherent in being small. This problem is explored by firstly analysing literature on the history of small Indian retailers in South Africa with the intention of identifying possible factors which may have played an important role in their growth. Stemming from this exploratory study into the history of small Indian trade in South Africa were the following factors which seemed to have played an important role in their growth: a. business experience and skills, b. hard work and support especially from family members, c. good knowledge of the needs of Indian customers, d. superior service, e. competitive prices, f. keeping overheads low, g. adequate capital possessed particularly by small Passenger Indian retailers, h. effectively identifying and exploiting opportunities. Secondly, the literature was once again explored to ascertain and examine factors which have been known to play an important role in business and more specifically small business growth. Having examined the literature, it was found that such growth factors could be grouped under six broad headings viz. Personal, Marketing, Financial, Technical, Management, and General. Relating what seemed to have played an important role historically in South Africa in the growth of small Indian retailers to what has been known to play an important role in small business growth generally, it was found that there were a number of common associations. Hence, this allowed for the generation of the following hypotheses: The growth of small Indian retailers in some of the previous Group Areas of Pietermaritzburg was because of: Hypothesis I (HI) - Personal Factors, Hypothesis 2 (H2) - Financial Factors, Hypothesis 3 (H3) - Marketing Factors, Hypothesis 4 (H4) - Management Factors, Hypothesis 5 (H5) - Technical Factors, Hypothesis 6 (H6) - General Factors. A survey was conducted in two areas which were part of the previous Group Areas of Pietermaritzburg and are often referred to as the 'hub' of Indian retailer activity in Pietermaritzburg with a high concentration of small Indian retailers. The areas in question were the 'bottom end of town' which included all those businesses in Church Street between East and Retief Streets; the other area included businesses in Old Greytown Road between Naidoo and Allandale Roads. A total of 67 small retailers were interviewed who survived for at least three years, were in business during the Apartheid era, and exhibited some form of growth during this period. Cluster/area samples were chosen on the basis of convenience and judgement to suit the financial and time constraints of the study; and elements were included in the sample randomly but in proportion to the size of their clusters/areas in the total cluster/area population. The 67 businesses studied were classified as low, medium, and high growth using Hatten's (1997) and Walker's (1988) growth models. There were 31 low growth, 32 medium growth, and 4 high growth businesses. The most important factors in this study were found to be in order of importance: personal, financial, marketing, management, and technical. In addition, the results of the qualitative study revealed that Culture and Religion, Group Areas, and past business experience also played an important role in business growth, in this study. The 'top ten' sub factors in this study were found to be: Honesty, Hard Work, Commitment, Involvement, Common Sense, A belief in Superior Quality and Service, Learning from Failure, Knowledge of Business and Market, Adequate Capital, Price. In testing the hypotheses, using the Chi-squared test, it was found that there were significant relationships between business growth and personal, financial, marketing, management, and technical factors, at the 95% confidence level. For all factors, using the Chi-squared test, significant differences, and high frequency counts were apparent at levels of importance thus suggesting that all factors studied were at least important in the growth of small Indian retailers situated in some of the previous Group Areas of Pietermaritzburg. The results of this study may be useful to: a. prospective small business people wanting to increase their chances of growth, b. those small businesses that want to increase their growth, c. those small businesses experiencing growth problems, d. small business operators from disadvantaged backgrounds, e. organisations involved in small business development, support, and training. The limitations of this study include: a. the lack of a pre-prepared sampling frame, b. unique results which may not be applicable to other small businesses, c. lack of literature on small business growth and the history of Indian trade in South Africa, d. inapplicability of the chi-square test for businesses in the high growth category due to a small cell size, e. restricted response from the Likert scale measurement used.
An investigation into the problems and constraints facing small business in 'downtown' Pietermaritzburg.
(2003) Pather, Pranitha.; Soni, Sanjay Shantilal.
This study attempts to investigate the perceived problems and constraints facing small Indian owned businesses in the 'downtown' area of Pietermaritzburg. An attempt was further made to profile businesses in the area, to investigate the specific problems and constraints facing them, and to look at problems on the basis of business sector and type of business. Further, the study aimed to provide information to marketers in the area and to make recommendations from a management point of view. The problems facing SMME's were broadly divided into internal problems, external problems and those facing the firm at industry level. Internal problems are those over which the owner-manager has control and external problems are those over which the owner-manager has no control. The main problem facing SMME's at industry level appears to be competition from similar businesses. The profile of businesses in downtown Pietermaritzburg is as follows: • Owners • Retail businesses • Family owned • Sole proprietors • Male co-owners • Approximately 72% of the businesses in the sample exist for a period of longer than 10 years. The internal problems faced by the businesses include: • 24% have no business experience • Businesses do not offer credit facilities • 32% experience problems in recruiting skilled staff • Location is by far a major constraint in the business The external problems do not seem to be having a serious! very strong negative impact, however the common external problems faced by these businesses include • Business cycle • Exchange rates • Changes in distribution patterns • Social Cultural factors • Rentals Crime however appears to have the most serious negative impact on the businesses in this area. Medical practices in the area surprisingly do not appear to have stock control systems in place. Operating costs were high for clothing businesses and general dealers. Location appears to be a problem for general dealers, jewelers, medical practices and clothing businesses. Crime appears to be a problem especially for jewelers, medical practices, and general dealers. General dealers, hairdressers and clothing businesses are affected by competition from similar businesses. Clothing businesses are negatively impacted by changes in distribution patterns. There does not seem to be much difference between retail, service and other businesses with respect to internal and external problems. There also does not seem to be much difference between owners, managers and partners with respect to internal and external problems.
Measuring service quality delivery at Impendle Local Municipality in KwaZulu-Natal.
(2019) Mkhwanazi, Vusumuzi David.; Soni, Sanjay Shantilal.
The study explored service quality provided to citizens at the Impendle Local Municipality. The study is stimulated by the continuous violent protest and sometimes taxi conflicts at the Impendle Local Municipality, resulting in poor service delivery. The service quality model was used to inform the study. A case study research design, quantitative research methodology and cluster sampling was used to select 240 community members. Reliability and validity was upheld to ensure that the findings are credible. Data was analysed using SPSS version 25. The findings show a significant gap between citizens’ expectations and experiences: reliability (-3.2); assurance (-2.88); tangibility (-2.02), empathy (-2.88) and responsiveness (-3.17). Based on the findings presented in this study, in order to understand and deal with the gap between citizens’ expectations and experiences of service quality, the Impendle Local Municipality management should pay special attention to the dimension of reliability, assurance, tangibles, empathy and responsiveness as they influence service quality. The findings in this study may help the Impendle Local Municipality to understand and enhance the effectiveness of service quality efforts.
Measuring service quality, customer satisfaction and brand equity at a selected fitness club in Pietermaritzburg.
(2019) Mtshali, Mxolisi Malcom Zwelibanzi.; Soni, Sanjay Shantilal.
The main aim of the study is to measure the perceptions of gym members with regard to the three constructs (service quality, customer satisfaction and brand equity). This was prompted by the fact that there are gaps in knowledge concerning the significance of the three constructs within the fitness industry. Furthermore, there are limited studies that have concentrated on these constructs within the South African industry, especially in the province of KwaZulu-Natal. The intense competition within the South African fitness industry. Therefore, this motivated the researcher to also look at the relationships among these constructs. A convenience sample of 99 gym members who voluntary participated was selected from a fitness club in Pietermaritzburg. The data was collected using a semi-structured questionnaire and subjected to different kinds of statistical analyses. Descriptive statistics, reliability analyses and inferential statistics were considered for each construct and the data presented in tables and graphs. The research findings are: The service quality dimensions rated from lowest to highest are: tangibles, reliability, assurance, responsiveness and empathy. Furthermore, most of the key service quality 22-variables, based on their importance to the gym members, were rated above average. The results also revealed that most of the gym members are satisfied with the services offered by the selected fitness club. Significant and positive correlations were found to exist between service quality and customer satisfaction. The brand equity dimensions, rated in ascending order are, brand loyalty, brand awareness, perceived quality and brand association. All the 12- variables of brand equity were rated above average. In addition, significant and positive correlations were found to exist between service quality and brand equity. It is recommended that the fitness club should place greater emphasis on the evaluation of service quality, gym member’s satisfaction and brand equity to maintain and attract gym members, while sustaining a competitive advantage against rivals. However, It would be beneficial if similar studies were to be conducted with other fitness clubs in Pietermaritzburg or a comparison between fitness clubs in Pietermaritzburg and Durban.
Msunduzi municipality customer care : an investigation into customer care offered to industrial and commercial customers by Pietermaritzburg electricity within the context of Batho Pele principles.
(2006) Mchunu, Simphiwe Emmanuel.; Soni, Sanjay Shantilal.
Pietermaritburg Electricity provides electricity to all residents living within its area of license which is mainly within the Msunduzi Municipality boundary. PE has in excess of 66 000 customers, 600 of which are industrial and commercial. PE customers service is regulated by the Batho Pele - 'People First' White Paper on Transforming Public Service Delivery published on 18 September 1997. This White Paper dictates how the service will be provided by public service institutions to public members. This research will endeavour to investigate customer care offered to industrial and commercial customers by Pietermaritzburg Electricity within the context of Batho Pele Principles. A sample size of 242 was chosen and 238 of the sample responded 10 of which were spoilt. 228 responses were analysed and an attempt to understand the performance of PE as far as customer service is concerned was made. A meeting was held with PE's senior management to understand their commitment as far as customer service offered to industrial and commercial customers is concerned within the context of Batho Pele Principles. The survey responses as well as the management responses were analysed and conclusions and recommendations were drawn.
Negative publicity effects on students’ perceived image, trust, and loyalty: South African universities’ recovery perspectives.
(2021) Dladla, Bazi William.; Soni, Sanjay Shantilal.
In recent years, universities in South Africa have been subject to a significant amount of negative publicity. The two main types of negative publicity experienced by South African universities include an increase in student protests that have led to many staff members, students and recently members of the public sustaining injuries. There has also been a vast amount of negative publicity regarding crime in and around some universities, as many staff and students have been victims of various crimes in and around universities in South Africa. In the contemporary marketplace, the multi-user two-way communication enabled by technological advancements such as social media, the availability of mobile devices and access to the internet encourages consumers to share and converse about issues such as negative publicity. Thus, students are exposed to this increased negative publicity regarding universities in South Africa. The current study aims to determine if negative publicity regarding student protests and campus crime negatively influences students’ image of the university, students’ trust towards the university as well as students’ loyalty to the university. The current study also aims to determine the responses students believe a university should use to recover from the negative influence of both types of negative publicity. Lastly, the current study aims to determine which communication mediums students believe would be most effective in communicating a university’s response to both types of negative publicity under investigation. Using a qualitative approach, descriptive research was conducted to undertake the current study. The researcher used video interaction via WhatsApp video calls and Zoom meetings to conduct in-depth interviews with a sample size of 30 participants. Non-probability sampling in the form of convenience and snowball sampling was used and the researcher used a thematic analysis to analyse the data that was collected. The results of the current study indicated that both negative publicity regarding student protests and campus crime would negatively influence most students’ image of the university, trust towards the university and loyalty to the university. In terms of responses to the two types of negative publicity under investigation, the current study indicated that universities should respond either by apologising for the negative publicity and assuring students that the problem has been dealt with, denying the negative publicity, or redirecting the students’ attention to the positive aspects of the university. Lastly, the current study has identified practical implications showing that communication mediums such as direct marketing, advertising and public relations are ideal communication mediums to communicate a university’s response to the two types of negative publicity under investigation in the current study. South African universities can use the findings of this study to understand which communication mediums would be effective in communicating a university’s response to negative publicity regarding student protests and campus crime. This will enable them to effectively communicate their responses to these two types of negative publicity in the long term.
Positioning planning : creating a positioning strategy for the post-graduate international students market for the University of KwaZulu-Natal (Pietermaritzburg).
(2017) Mlambo, Chido Christina.; Soni, Sanjay Shantilal.
University of KwaZulu-Natal is well-known worldwide for educational brilliance, exceptional research output, and African scholarship. It continues to try hard to improve the excellence of its work and student and staff experience through global partnerships. It maintains these partnerships with a couple of universities all over the world. In spite of UKZN’s international reputation, there has not been an actual positioning research done on the postgraduate international students market. UKZN loses potential international postgraduate students every year to other universities and one of the main reasons maybe lack of proper positioning. This then brings us to the objectives of this research which were, to establish who the primary and secondary target markets are in the international student market, to find out the university’s position from an International student’s (going into post-grad) perspective, to assess whether the position of UKZN is aligning with their current marketing strategies, vision and mission and to create a positioning strategy to attract more International Students that the University is looking to pull in. Objectives of this study were achieved by administering questionnaires to international post-graduate students and conducting two focus groups, one consisting of international third/fourth final year students and the other consisting of international masters students. The findings from both research techniques were compared to fulfill the objectives of the investigation. The findings revealed that in geographical terms most international students come from Zimbabwe and Nigeria making those two countries the primary target market. Furthermore, the majority of the respondents did not believe that UKZN is a Premier University of African Scholarship. Among the success factors of a higher education tertiary institution raised were relationships with other universities with research facilities; research recognition; research facilities; quality of results (standards should not be compromised) and safety. The students also raised the fact that international students are not treated equally with local students, for example in terms of scholarships or bursaries, availability of residences and links for job opportunities. The key conclusions drawn from the investigation were that though the UKZN seeks to be positioned as the ‘Premier University of African Scholarship’, in the international student’s minds UKZN does not meet this mission statement. However, the international students did raise the fact that UKZN competes locally with local universities and less on an international scale. Furthermore a positioning statement derived from the findings was created which stated: ‘‘University of KwaZulu-Natal: quality research is our priority!’’ The integrated marketing communications strategy created as the positioning strategy was based on the positioning statement.
Service quality delivery at the Pietermaritzburg Campus of the University of KwaZulu-Natal.
(2021) Naidoo, Shamladevi.; Soni, Sanjay Shantilal.
With the five SERVQUAL dimensions, this study aims to determine the gap between students' expectations and perceptions of service quality at the Kwazulu-Natal Pietermaritzburg campus. Service quality in education is paramount, and therefore the different sections of the University must be equipped to relate to students professionally and meet their service needs. Higher education institutions must understand student expectations and perceptions to attract, retain and serve student needs. Higher education institutions must invariably adapt their processes similar to that of the business sector to continue to measure service quality to remain competitive. For businesses and organisations to succeed long-term, customer satisfaction has proven crucial. Students are customers and stakeholders in a higher education context. They are paying customers and deserve excellent service delivery from the inception of application, enrollment, and the entire time at the institution until graduation. Therefore, it is essential to get their feedback on service delivery. This study collected data via questionnaires using a random sample of three hundred participants; it covers the service quality aspect at the University of KwaZulu-Natal PMB campus. A university's core purpose is to deliver high-quality education programmes and do this; the several supporting services also need to be professionally equipped as an enabler. The findings revealed that students' expectations were high in the following dimensions reliability, responsiveness and empathy. Therefore, negative quality gaps exist. This study will guide management in reducing the service quality gaps and improving service quality on the Pietermaritzburg campus of the University of KwaZulu-Natal.
Service quality satisfaction and brand equity : a case study of select South African universities.
(2015) Soni, Sanjay Shantilal.; Govender, Krishna Kistan.
Service quality, student satisfaction, and brand equity are key principles in marketing that are known to play an important role in marketing success. Changes to the South African higher education landscape and the subsequent challenges accompanying these changes such as, inter alia, greater competition, declining government subsidies, and more discerning students, has necessitated managing higher education institutions like businesses, and the application of business and marketing principles to attain success has become imperative. Whilst the areas of Service Quality, Student Satisfaction and Brand Equity within a higher education context have been studied over time, there remains a dearth of literature in a South African higher education context. In fact, the association between service quality and brand equity, including their sub-categories, in a higher education context, is not only an under-researched area in South African higher education, but also in higher education internationally. Hence, the study’s contribution can be considered unique particularly in this context. The main problem that the study tries to seek answers to is what is the perception amongst students of Service Quality, Student Satisfaction, and Brand Equity, and the associations between these constructs for the selected sample of higher education students in South Africa? A purposive judgmental sample of 400 students from two select higher educational institution campuses were selected in equal proportions (i.e. 200 students from each institution). The data was collected using a semi-structured questionnaire and subjected to different kinds of statistical analyses. Descriptive tests for each construct were conducted based on frequency tables and graphs (including cross-tabulations with select demographic variables e.g. gender), cluster analyses, and factor and Confirmatory Factor Analyses. Inferential statistical analyses, to show the associations and predictive abilities of the independent variables within each construct was conducted using correlations, multiple linear regression analyses AND Structural Equation Modelling. A conceptual model was tested based on the aforementioned analyses. The study’s findings are:  The key service quality factors rated from highest to lowest were Responsiveness, Assurance, Reliability, Tangibles, and Empathy. iv  OVERALL SERVICE QUALITY (OSQ), OVERALL STUDENT SATISFACTION (OSS) and OVERALL BRAND EQUITY (OBE) were rated as above average.  No differences were found in OVERALL SERVICE QUALITY (OSQ), OVERALL STUDENT SATISFACTION (OSS) and OVERALL BRAND EQUITY (OBE) across demographic categories, except for race.  The key service quality dimensions based on its importance to the student, in descending order were Responsiveness, Reliability, Assurance, Empathy and Tangibles.  Statistically significant negative gaps were found for all the service quality dimensions, suggesting improvements are needed in all areas in order to close the gaps. The largest negative gaps were found for Reliability and Empathy.  Important service quality explanatory factors were Empathy, Tangibles. Reliability, Responsiveness and Helpfulness.  Important brand equity explanatory factors were Key Associations and Differentiation, Loyalty and Awareness.  Empathy, Responsiveness, Reliability and Assurance were significant and positive predictors of OVERALL SERVICE QUALITY (OSQ).  Empathy, Responsiveness, and Tangibles were positive and significant predictors of OVERALL STUDENT SATISFACTION (OSS).  Significant and positive relationships were found to exist between Empathy and Tangibles with OVERALL BRAND EQUITY (OBE).  Significant and positive relationships were also found to exist between Key Associations and Differentiation and Loyalty with OVERALL BRAND EQUITY (OBE).  The relationship between the dimensions of brand equity and OVERALL BRAND EQUITY (OBE) differ for male and female students.  Empathy and Tangibles significantly predict Loyalty.  Empathy, Assurance, Reliability and Tangibles significantly predict Key Associations and Differentiation.  OVERALL STUDENT SATISFACTION (OSS) and OVERALL SERVICE QUALITY (OSQ) are significant predictors of OVERALL BRAND EQUITY (OBE).  Service Quality (SQ), Brand Equity (BE) and OVERALL STUDENT SATISFACTION (OSS) are significantly and positively associated. In the light of the various findings, it is recommended that greater emphasis be placed by higher educational institutions on measuring and managing Service Quality, Student Satisfaction, and Brand Equity. Furthermore, the associations between the aforementioned constructs, and their measurement dimensions which emerged as being significant also needs to be carefully considered if Higher Education leaders are to attract and retain students in the highly competitive environment.
A SERVQUAL investigation into customer expectations and perceptions of service quality at DTA College Pietermaritzburg during 2010
(2011) Machaka, Zivai.; Soni, Sanjay Shantilal.
The marketisation of higher and further education institutions whereby education institutions adopt commercial practices to operate has led to increased competition in the education industry. Various sources of competitive advantage are being searched for aggressively by education institutions in the hope of securing customers and remaining competitive. Service quality has become one of the biggest sources of competitive advantage for higher and further education institutions as it enables the institutions to differentiate themselves from the competition. Development and Training for Adults (DTA) College in Pietermaritzburg, South Africa also faces similar challenges of the need to be competitive in an increasingly competitive environment. The study investigated the customers‟ perceptions and expectations of service quality at DTA College in Pietermaritzburg in order to identify and assess any existing service quality gaps. The SERVQUAL instrument which consists of 22 statements on perceptions and 22 on expectations of service quality was utilised to collect data for the research study at DTA College. A sample size of 58 was used and it was selected through stratified random sampling to maximise representativeness of the sample. Statistical Package for the Social Sciences (SPSS) was used to analyse the data. Statistical tools that include frequencies, meanscores and tabulations were utilised to present the data from findings. The Wilcoxon signed ranks test was also utilised to further analyse the significance of the gaps. The findings from the study indicated that, a negative service quality gap exists at DTA College. Reliability was the service quality dimension that had the widest gap which indicated that the respondents do not rely on the College as it does not deliver as per promise. Assurance was the service quality dimension which had the narrowest gaps. However, 3 of the 4 assurance gaps were significant according to statistical tests conducted which mean that DTA College has to pay attention to all the service quality dimensions regardless of the gaps being small. Frequent interaction between the college and the customers is recommended for DTA College as it provides the college with important information on customer expectations and perceptions. Continuous employee training to improve the existing skills is also recommended for the college‟s employees as it can have a good impact on meeting the customers‟ expectations of the service quality dimensions.
Social media and its contribution to brand building with special reference to Generation Y.
(2014) Zondi, Thabile Aretha.; Soni, Sanjay Shantilal.
This study investigated the contribution of Social media to brand building, with special reference to a sample of Generation Y consumers in KwaZulu-Natal, South Africa. The study is based on four research objectives. Research objective one was to determine the possible role of Social media in research to improve on selected aspects of brand building, e.g. awareness, knowledge and purchase, with special reference to Generation Y. Research objective two was to investigate whether Social media can help in contributing positively to customer relationships compared to traditional media, thereby assisting in brand building with special reference to Generation Y. Research objective three was to determine whether Social media can be used to gather information about selected aspects of a brand from Generation Y to help in creating brand awareness, knowledge, building customer relationships and brand building. Research objective four was to determine whether Social media can be used effectively to target Generation Y compared to traditional media. The literature review employed in this study specifically focused on the theory related to Social media, Generation Y and brand building with an aim to develop a greater understanding of the key issues investigated in the study. Primary data was collected from a sample of Generation Y consumers in KwaZulu-Natal province, South Africa. Data was analyzed using the Statistical Package for Social Sciences (SPSS). The findings, based on the sample studied, revealed that firstly, Social media and social networking do contribute positively to the performance and hence the building of a brand when targeting Generation Y. However, it was found that marketers cannot use Social media alone to enhance customer relationships because respondents spend more time on traditional media than Social media. Consequently, it was determined that Social media makes less of a contribution to brand building in this regard. In addition, the findings revealed that Social media and social networking can be used to gather information about selected aspects of a brand from Generation Y consumers to assist in creating brand awareness, knowledge, as well as customer relationship building and brand building. Furthermore, this study also found that traditional media influence the purchasing intent of Generation Y consumers more than Social media do. In addition, Generation Y felt that traditional media present the brand more clearly, as compared to Social media. Moreover, it is evident that traditional media contribute more positively to the process of building a brand. Thus, traditional media can be used to target Generation Y consumers more effectively than Social media alternatives. The main focus of this dissertation was to investigate whether Social media and social networking can be used in contributing positively to certain aspects of brand building, compared to traditional media, with specific reference to Generation Y consumers. The findings of this study indicated that traditional media are the most effective and can be used to build and manage customer relationships amongst Generation Y consumers and brands because the majority of this Generation Y sample of consumers spend more time on traditional media than on Social media. Companies that are targeting Generation Y must focus more attention on using traditional media because the findings revealed that advertisements on these platforms influence their purchasing behaviour more than Social media. In addition, based on the findings of this research, it can be recommended that if marketers want to use Social media to target Generation Y they should focus most of their efforts on Facebook because more Generation Y participants were found to be Facebook users more than users of other Social media sites.