Footwear cues influencing perceived quality and consumer satisfaction amongst Generation Y consumers at River Square Mall, Vereeniging

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Mbambonduna, Thobeka
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Vaal University of Technology
The focus of this dissertation is to examine the relationship between footwear cues, perceived quality and consumer satisfaction amongst Generation Y at River Square mall in Vereeniging. This research considers the effects of these cues as important arrays of quality indicators that consumers utilise in their evaluation process when selecting products. This knowledge is important to managers in the footwear industry. The lack of these considerations may lead to the manufacturing of fashion footwear that may not meet the consumers expectation regarding quality of the product and hence their satisfaction or possibly dissatisfaction. Footwear is alleged to be indispensable for the development of fashion apparel. Thus, the study sought to investigate underlying variables that influence footwear for the purpose of identifying ways in which the fashion industry can improve performance and presentation of footwear. A conceptual model was developed, drawing from cue utilization theory (CU) and utility theory (UT). Generation Y consumers at River Square mall in Vereeniging formed the sample of the study. A survey was conducted and research data was collected from 550 consumers. Structural Equation Modelling (SEM) was used to analyse the data via Statistical Package for the Social Sciences (SPSS) 22 and Analysis of Moment Structures (AMOS) 22. The findings indicate that footwear cues have a strong influence on perceived quality and perceived quality has a strong influence on satisfaction amongst Generation Y consumers. This indicates that Generation Y consumers perceive quality of footwear through extrinsic and intrinsic cues hence their satisfaction. Consequently fashion footwear business should regard effective cues when trading footwear.
M. Tech. (Department of Fashion, Faculty of Human Sciences), Vaal University of Technology.
Footwear, Extrinsic and intrinsic cues, Perceived quality, Consumer satisfaction