Research
Antecedents of Justice Climate in the South African Financial Services Industry
in recent years since it is associated with the perceptions and reactions of an individual, to the presence of fairness in an organisation. This study was aimed at investigating the extent of organisational justice on organisational citizenship behaviour, ethical behaviour and employee retention in the South African financial services industry. A hypothetical model and measuring instrument was developed in order to investigate factors that may influence the organisational justice in the financial services industry. Six independent variables (trustworthiness of management, employee engagement, reward system, organisational transparency, two-way communication and organisational climate) were identified as variables that have the potential to influence organisational justice (mediating variable). It was also hypothesised that organisational justice) has the potential to affect the dependent variables (organisational citizenship behaviour, ethical behaviour and employee retention). Furthermore, nine null-hypotheses were developed to test the relationship between independent, mediating and dependent variables. All these variables were clearly defined and operationalised with various items that were obtained from other measuring instruments or self-developed items. A quantitative research approach was utilised in this study. This study made use of the non-probability sampling technique as there is no data base of financial services firms available in South Africa. A purposive sample of 800 respondents was drawn from four provinces in South Africa. Factor and regression analyses were used to test the significance of the relationship between the various independent and dependent variables.
The Influence of Customer Value Chain Analysis on Customer Satisfaction. A Case of Banking in the Emerging Country
The realization customer -value analysis is likely to emerge as a contemporary model for improvement of customer relationship management within the banking industry. This means that the cost of acquiring customer base has become expensive and organisations have developed strategies to create customer loyalty. The strategies that have been employed by organisations is to improve customer service provision through is through activity analysis. Activity analysis have been cited as a driver of superior services and a driver of customer satisfaction. It is in this light that this study the impact of Customer Value Chain Analysis on Customer Satisfaction in a selected a bank in a banking industry. A qualitative was used in this study where a phenomenological research philosophy was adopted to answer the research problem and primary research findings were gathered from 10 managerial employees of the selected bank within the banking industry. The research sample was selected using purposive sampling technique and the findings were analysed thematically.
