South African Journal of Industrial Engineering, 21(1), 45-57.īrumfield, R. Proposed business process improvement model with integrated customer experience management. Singaporean Journal of Business Economics and Management Studies, 2(10), 45-61.īotha, G. Entrepreneurial orientation of spaza shop entrepreneurs: evidence from a study of South African and Somali-owned spaza shop entrepreneurs in Khayelitsha. Retrieved July 7, 2020, from īasardien, F., Parker, H., Saheed, M.

International Journal of Retail and Distribution Management, 41(10), 790-804.īales, R. Functions of positive emotions: Gratitude as a motivator of self-improvement and positive change. Recommendations made are expected to enhance the competitiveness of spaza shops thereby enabling them to increase their contribution to employment creation and national Gross Domestic Product.Īrmenta, C. Based on the identified factors, several recommendations are made for improving customer experience in a spaza shop context. Additionally, three of the five experience factors (social, affective and cognitive) are significant predictors of customer experience in the context of this study. The empirical results provided evidence that supports the existence of statistically significant positive correlations between five independent experience factors, namely: esthetic, distinctiveness, cognitive, affective and social with customer experience (dependent variable). 185 usable questionnaires were included in the data analysis. The questionnaires were distributed to six townships in South Africa. Respondents were selected using convenience sampling. The target respondents include customers who were older than 18 years and had previously purchased from spaza shops. A self-administered questionnaire was employed to collect the data for the study.

The study embraced a quantitative research design. Spaza shops, an under-researched South African context, continue to expand in various townships and serves as retail outlet where consumers purchase their daily products and services. This study empirically investigated the factors influencing the shopping experience of spaza shop customers in South Africa. To ensure sustainable growth of the sector, research is required on key businesses within the informal economy.

The township economy supports many South Africans by creating employment and reducing the socio-economic challenges facing the country.

Township in south africa defination