Business Excellence and Management

Number 4, 2022

5-20
A FRAMEWORK FOR QUALITY AND OPERATIONS MANAGEMENT PERFORMANCE DURING THE COVID-19 PANDEMIC PERIOD: A CASE OF SELECTED BUSINESSES IN PRETORIA, SOUTH AFRICA

Authors: Genevieve BAKAM FOTSO, Nita SUKDEO, Anup PRADHAN

Abstract

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Number of views: 41

Drastic and dynamic changes related to the COVID-19 pandemic have forced businesses to reimagine a sustainable way of ensuring business survival in the long term. The present study seeks to design a framework for quality and operations management performance during the covid-19 pandemic period following the case of selected manufacturing companies in South Africa. The regression analysis indicates a significant correlation together with the R square confirming that 98.1% of the performance elements are defined by the COVID-19 risk types, operations management structures, operations-based Risk management, operational practices, pandemic constraints and Business challenges. Efficient operations management structure should be tailored by the application of good governance policies business transformation, planning management, environmental adaptation, stakeholders’ development. Businesses should enable digital adoption, quality management system, green operational management, stakeholder commitment and the integration of management system. The proposed framework includes upgraded business processes, operational practices, and operations-based risk management using successful operations management structure for business optimisation, especially during crises connected with drastic and dynamic changes. Policymakers should be proactive in developing and implementing business tragedy policies and regulations to tackle severe business penalties and thus ensure business sustainability.

21-30
CUSTOMER AWARENESS LEVEL OF COFFEE PRICE FLUCTUATIONS

Authors: Catinca-Elena IONESCU, Mattia MEGGIOLARO

Abstract

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Number of views: 56

Based on what we have witnessed in the last two years from several uncontrollable factors, such as natural disasters, disease pandemics and wars, it is worth exploring the potential rising prices of coffee-based products in the future. This research aims to find out people’s perceptions about the actual prices of coffee and their reasoning for their continuous financial contribution to the coffee-based industry. It is also looking for solutions regarding a suitable increase in the price range to maintain customer interest in coffee-based products in the Romanian market. Presuming that the target customers have already noticed the change in prices, different data-gathering methods come into effect to determine the level of awareness that a regular customer has regarding said price fluctuations. This will aid in providing answers to our research problem: How much can the prices be increased before profits drop significantly? The research sample consisted of 22 international people and the data found was processed to obtain the best accuracy of the results, in SPSS.

31-49
A BUSINESS-BANKING PERSPECTIVE ON THE ROLE OF DIFFERENT CRM LEVELS IN SATISFACTION AND PRODUCT OWNERSHIP

Authors: Petrus Benjamin WIESE, Yolanda JORDAAN, Adré SCHREUDER

Abstract

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Number of views: 40

The purpose of this paper is to establish whether customers from small, medium and large business-banking segments – who have been exposed to different customer relationship management (CRM) processes - experienced varying levels of customer satisfaction. Specifically, whether those segments with higher satisfaction levels also had higher levels of product ownership. Using computer-aided telephone interviewing, data were obtained from the participating bank and its outsourced research company over a three-year period. Respondents’ data were integrated with product portfolio data, totalling 20 661 usable records. Findings showed that the bank’s CRM processes support cross-selling efforts, but do not seem to yield satisfaction for larger segments. This study provides food for thought to bank managers on whether more expensive CRM processes deliver customer value, and consequently cost-effectiveness. Bank managers could utilise this study’s results for better allocation of resources and the creation of optimal CRM structures within the bank.

50-64
MICROFINANCE INSTITUTIONS ACTIVITIES AND MICROENTERPRISES DEVELOPMENT IN SOUTHWEST, NIGERIA

Authors: Olajide Idowu OKUNBANJO, Joseph Olusola OJENIKE, Segun Kamoru FAKUNMOJU

Abstract

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Number of views: 50

The development of micro scale business in a developing economy cannot be overstated due to the economic contribution and nature of the business. One of the challenges of micro businesses identified by scholars in developing economy like Nigeria is accessibility of funds which microfinance institutions have been saddled with that responsibility. Thus, there is need to see how the microfinance institutions are lifting to expectation. Therefore, the study investigated how the microfinance institutions activities has impacted on the micro business development in selected Southwest States in Nigeria. The study employed descriptive research design with stratified sampling technique. Primary data was collected via questionnaire and 384 copies of questionnaire were administered but 297 were returned and useful for the analysis. The findings using regression analysis revealed that financial service of microfinance institutions has positive but insignificant effect on microenterprises development. Non-financial service of microfinance institutions has a positive and significant effect on microenterprises development in Southwest Nigeria. It is concluded that non-financial service influenced microenterprises development in the study. It was recommended that microfinance institutions in Southwest Nigeria should continue to offer non-financial services in terms of organizing training programs, give support to expand business, offer technical advice and give competent advice to the operators of micro scale enterprises Microfinance banks should lessen the conditions associated with their financial services to the operators of micro enterprises so that these operators may be able to access micro credit

65-75
THE IMPACT OF CUSTOMER SATISFACTION WITH E-COMMERCE SYSTEM

Authors: Nelsi WISNA, Rashwhysnoe Boing KOTJOPRAYUDI, Asti WIDAYANTI, Renny SUKAWATI

Abstract

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Number of views: 53

The pandemic condition can change the pattern of online shopping behavior in Indonesia. This change in shopping behavior causes the level of visits for each e-commerce in Indonesia to increase. With a high number of visitors, of course, this e-commerce has a quality information system and quality information that greatly affects customer satisfaction. This study can explain that the quality of information systems used by e-commerce affects customer satisfaction, the quality of information produced by e-commerce affects customer satisfaction and the quality of information systems also affects the quality of information produced. Data collecting through a questionnaire and the data processing using SEM PLS.

76-93
IMPACT OF HUMOROUS NARRATIVE ONLINE ADVERTISING ON ATTITUDE TOWARD ADVERTISING: THE MODERATING ROLE OF ADs INVOLVEMENT

Authors: Nindria UNTARINI, Anik Lestari ANDJARWATI, Yessy ARTANTI, Widyastuti WIDYASTUTI, Monika TIARAWATI

Abstract

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Number of views: 43

Advertising is one way for a business to reach more buyers. Utilizing stories in advertisements as an effective marketing communication tool for engaging audience emotions and building a strong relationship between brands and consumers. Through narrative online advertising, it can reach wider consumers, lower advertising costs, and target specific consumers. The purpose of this study is to empirically examine the effect of humorous narrative online advertising on attitudes to advertising and the moderating role of advertising involvement in the relationship between the two. Using quantitative method, data collected through a survey of 170 students were analyzed by MRA (moderation regression analysis) with SPSS. This study found that advertising vividness, advertising entertainment, advertising self-referencing, and advertising interactivity affected attitudes to advertising. And advertising involvement weakens the relationship between advertising vividness, self-referencing ad, interactive ad to attitude to advertising, except for entertaining ad. The limitations and implications based on the findings to demonstrate the importance of humorous narrative online advertising in encouraging advertising involvement and attitude to advertising are also discussed in this study.

94-110
THE EXTENT OF WOMEN’S ACCESS TO CUSTOMARY LAND TITLES IN MBOZI DISTRICT, IN SONGWE REGION, TANZANIA

Authors: Flora HASUNGA, Fauzia MOHAMED, Christopher AWINIA

Abstract

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Number of views: 46

Access to land is a crucial factor affecting women’s socio-economic status, security, and overall well-being as has increasingly been acknowledged on a global scale in recent years. However, the access and ownership of land by women in sub-Saharan Africa are continually debated, especially in terms of exclusion. The study assessed the extent of women access to customary land titles (CLTs) in Mbozi District, Songwe Region, Tanzania. A crosssectional research design was used in the study alongside non-probability sampling to purposively select 8 villages. Snowball sampling was used to select 290 women beneficiaries 0f CLTs in each village for the study. Primary data collection involved a survey questionnaire, in-depth interviews, and focus group discussions. Content analysis was used to assess verbal and written information to get an interpretation of their meaning. The Statistical Package for Social Science (V. 20) was used in the analysis of the quantitative data and summary of the responses into frequencies and percentages. In general, the access of women to CLTs seemed to be on an upward trend in the study areas as acknowledged by 85.6% of the study participants. However, the control of land resources was still dominated by men in most cases. Decision-making by the women of their lands was also on an upward trajectory. Nevertheless, patriarchal domination and customary laws still affected women’s access to CLTs. The present findings are relevant for land governance in Tanzania and other parts of SSA because they evoke the voices of the marginalized gender on land ownership matters.