Consumer Engagement And Its Effect On Interaction And Customisation Within Climate Change Financing In South Africa

Abstract

The aim of this study is to ascertain the effects of consumer engagement on
interaction and customisation within climate change financing in South Africa.
The study is grounded in two sets of empirical objectives, which were developed
for the present study: Objective 1 sought to confirm the relationship between
interaction and customer engagement within the context of climate change
financing in South Africa. Objective 2 aimed at examining the relationship
between customisation and customer engagement within the context of climate
change financing in South Africa. A quantitative method was undertaken in the
study. Data was analysed using structural equation modelling. Results: The
study results showed that no relationship exists between interaction and
customer engagement within climate change financing in South Africa. Again,
the study further revealed that there is no relationship between customisation
and customer engagement within climate change financing in South Africa.
Practical implications: Additionally, it is recommended that brand managers of
banks inject additional funds during the climate change crisis to cater for the
large volume of queries arising from customers about emergency relief
programmes and insurance claim procedures. Again, banks should upgrade their
security measures where customers authenticate themselves via face verification,
and any offenders of security policy violations should face harsh penalties and
broadcast such verdicts across their social media platforms. Study contributions:
This present study would capacitate the brand managers of banks, especially in
the insurance services, to effectively develop content that is useful for customers
during emergency situations triggered by natural disasters such as heavy rain,
storm, hail and earthquakes.