Researchers World - International Refereed Social Sciences Journal

A Comparative study on Perceived Effects of Food Quality and Service Quality on Customer satisfaction and Repatronage Intention in fast food Restaurants

Dr Clay Hutama Basera, Prof Johan W de Jager , Dr Antonie Drotsky — Mon, 01 Dec 2025 00:00:00 +0000

Purpose: The study aimed to compare customers’ perceptions of the effect food and service quality on satisfaction and repatronage intention in Tshwane and Manila. Methodology: A quantitative correlational design was employed based on an online survey in which three hundred and twenty-two self-completion questionnaires were successfully completed for data analysis. Results were analysed using the Partial Least Squares Structural Equation Modelling and Multi-Group Analysis. Findings: Both food quality and service quality had significant positive effect on customer satisfaction and repatronage intention for both South Africans and the Filipinos. All other associations showed no statistically significant differences, while food quality and customer satisfaction exhibited a statistically significant difference across the two groups, suggesting that most relationships in the structural model operated similarly across both contexts. Managerial implications: Restaurant managers are therefore encouraged to inculcate strong values in employees about the criticality of food and service quality as strategic marketing weaponry for satisfaction and repatronage intention. Originality: The current study contributes significantly to extant literature on food quality and service quality and their effect on customer satisfaction and repatronage intention within the fast foods restaurant industry.Further study: Although this study proffers different insights, more studies could expand its scope on numerous fronts, one of which could be to explore a comparative study on the determinants of satisfaction and revisit intentions in retail, hotel or air transport business in order to ascertain whether customers’ perceptions of the effects of food and service quality differ due to different geographic locations or industrial classification.

The Mediation Effect Of Perceived Risk In The Relationship Between Perceived Ease Of Use, Perceived Cost, Social Influence And Perceived Trust And Attitude Towards Online Grocery Shopping

Sheila Kwenda, Prof Johan W de Jager , Dr Antonie Drotsky — Mon, 01 Dec 2025 00:00:00 +0000

Purpose: This article examines the mediation of perceived risk between perceived ease of use, perceived cost, social influence and perceived trust on consumer attitudes towards online grocery shopping adoption in the South African Gauteng Province. Methodology: Using an extended Technology Acceptance Model (TAM), the study adopted a quantitative cross-sectional survey approach, with data collected from 507 respondents aged between 18 and 60 years. Findings: Results suggest complex patterns of mediation that counter assumptions surrounding the universal role of perceived risk in technology acceptance. Findings suggest that perceived risk partially mediates the links between perceived ease of use and attitude, and between perceived cost and attitude, with the cost-attitude link showing 36% direct effect due to risk perceptions. However, in contrast to our expectations, perceived risk did not mediate the effects of social influence and perceived trust on attitude. Social influence had a significant direct effect on attitudes and only 3% of the variance was explained by risk perceptions but not perceive trust which appeared that it played mainly through its indirect effects. Implications: These findings suggest that the mediating function of perceived risk is selective and context-dependent in emerging markets. This study contributes to the extant literature on technology acceptance by emphasizing the contextualized nature of mediation effects and offers implications for practitioners in online grocery retailing aiming to increase adoption rates in emerging markets. Originality: By empirically validating the contextual dependency of risk mediation within the extended Technology Acceptance Model, the study advances theoretical discourse and provides actionable insights for online retailers in developing economies.

Structural Constraints and Strategic Gaps: Understanding Corporate Governance and IS Failures in South Africa’s Public Sector

Ashley Latchu, Shawren Singh — Mon, 01 Dec 2025 00:00:00 +0000

Purpose: Widespread adoption of corporate governance frameworks throughout South Africa's public sector seemingly seems to fail to stop information systems (IS) failures which affects service delivery and restricts digital transformation initiatives related to national strategic goals set up by Government. The authors investigated systemic origins of corporate governance and IS failures by conducting interviews with 55 Government Information Technology Officers (GITO) from national and provincial departments. Qualitative interpretive methodology enabled the researcher to collect interview data for Atlas.ti analysis which produced recurring failure patterns in the public sector. Management showed minimal involvement in oversight along with structural challenges from bureaucratic regulations that existed within government bodies according to GITOs in national and provincial organizations. Research shows governance systems fail to produce desired information system performance due to systemic obstacles alongside insufficient capacity levels. The research finds that governing institutions require a strategic solution based on dynamic capabilities to address governance deficiencies.

Evaluating the Financial Impact of Electronic Toll Collection Systems on Banking Institutions: A Case Study of FASTag in Select Retail Banks in India

Mr. Aditya Sanghavi — Mon, 01 Dec 2025 00:00:00 +0000

Purpose: The introduction of FASTag as an electronic toll collection system in India has significantly transformed the conventional approach to toll payments. By streamlining the toll collection process, FASTag has reduced transaction times, minimized delays, and contributed to a decline in vehicular emissions. This technological advancement has not only enhanced user convenience but also introduced notable implications for the financial sector, particularly banking institutions. The current study explores the extent to which FASTag adoption has influenced the profitability of banks. Specifically, the investigation centres on critical financial indicators, namely Return on Equity and Return on Assets, to assess the performance outcomes associated with the growing volume of FASTag transactions

Retail Service Quality: Perception of Customers on Customer Satisfaction at a Selected Supermarket Chain in Kwa-Zulu Natal (KZN), South Africa (SA)

Dr Dion Trevor Noel, Prof Jeevarathnam Parthasarathy Govender — Mon, 01 Dec 2025 00:00:00 +0000

Purpose: This study examined customer perceptions of retail service quality within a specific supermarket chain in Kwa-Zulu Natal, South Africa. It expands on the SERVQUAL framework to look into what influences customer loyalty and satisfaction in the environment of supermarkets. Employing a quantitative research design, the study collected data from 400 customers across four supermarket locations in Kwa-Zulu Natal, South Africa. The study concluded that the selected supermarket chain is generally successful in meeting customer needs and expectations, resulting in high levels of satisfaction. However, a small percentage of customers expressed dissatisfaction, indicating the potential for these customers to switch to another retailer. Recommendations are provided to improve the quality of services.

Digital Bharat 2047: Media, Technology, and Cultural Identity in the Age of Transition

Prof Dr Ravinder Rena, Ms Lusanda Paul — Mon, 01 Dec 2025 00:00:00 +0000

Purpose: This research focuses on the evolution of how media and new technologies with cultural and identity plays out for the nation of India and how it is on course to meet its vision of attaining developed nation status by 2047. It examines the effects of digital media and new technologies on culture and heritage, government, and socio-economic integration while seeking to propose a theoretical framework for a sustainable and culturally diverse and integrated post COVID-19 future. Methodology: Following a secondary data analysis approach, the research analyses government reports, including NITI Aayog and TRAI reports, academic databases such as JSTOR and Scopus, policy documents, industry, and case studies. Quantitative data is analyzed using content analysis, thematic coding, trend mapping and comparative analysis to analyze data collected from 2000 to 2024, capturing technological and media developments in India. Key findings concentrate on the presence and roles of new digital technologies such as artificial intelligence, blockchain, as well as social media in the matters of cultural identification, policy dissemination, and economic growth. New media shows possibility in reducing the gap of the digital divide, extending cultural heritage via digital libraries, and representation of culture in leadership and knowledge. These results hold important implications for policy makers to better create environments that also support cultural preservation, for media companies to better design new technologies, and for engineers to blend technological innovation with cultural preservation. Novelty: the study offers the rest of the developing nations a pointer on how to address issues of digital inclusiveness. What makes it unique is that it unifies digital media, technology and culture within the scope of a systematic approach, responding to current challenges and at the same time, it also outlines the future of Digital Bharat 2047.