Customer service at a chain store in the greater Durban area

Abstract

Retailing in South Africa is one of the most challenging and competitive sectors. The South African retail business environment is seemingly becoming tough and uncertain, with intense competition from both domestic and international companies. South Africa has a varied and fascinating retailing landscape. A feature that retailers need to understand is the different demographics of the South African population and consumers from different races; this resulted in inadequate shopping facilities in the black townships and an oversupply in the traditionally white areas. Gaining access to new markets in South Africa is one of the challenges facing the retail sector.

The purpose of this study is to evaluate customer service at Pick’ n Pay stores in selected shopping malls within the greater Durban area. It examines the opinions and perceptions of customers from selected shopping centres.