2022, Vol 11, No 2, pp.

875-886

875

AJHTL Open Access - Online @ www.ajhtl.com

The Impact of Digital Marketing on Consumer Behaviour: A Case Study

of

Millennials in South Africa

Flip Schutte

Gordon Institute of Business Science, University of Pretoria, Email,

[email protected],

https://orcid.org/0000-0001-6031-9206

Tshikani Chauke

Gordon Institute of Business Science, University of Pretoria, Email,

[email protected]

*Corresponding Author

How to cite this article: Schutte, F. & Chauke, T. (2022). The Impact of
Digital Marketing on Consumer

Behaviour: A Case Study of Millennials in South Africa. African Journal

of Hospitality, Tourism and Leisure,

11(2):875-886. DOI: https://doi.org/10.46222/ajhtl.19770720.263

Abstract
Study objective: Digital marketing has become the most common
method employed by marketers to communicate

products or services to consumers since the evolution of digital

technology. This necessitated the need to

understand the impact of digital marketing on consumers in order to

maximise value creation. This paper was

aimed at gaining more insight in the effect of digital marketing by

focusing on the millennial consumer in the

retail industry. An exploratory study was conducted with 14 millennial

consumers in the Gauteng region and

unstructured interviews were used to explore qualitatively the impact

of digital marketing on millennial

consumers. The findings of the study revealed that millennial

consumers found digital marketing useful for their

intentions, namely to get better deals on the products and services they
had intended to acquire. The study

identified possible issues which could hamper the adoption of this form
of marketing such as privacy issues.

Millennials find advertisements that are visually appealing favourable,

and they tend to react to advertisements

like that.

Keywords: Consumer behaviour; millennials; digital marketing; pop-up

advertising; mobile marketing.
Introduction

New developments in technology have brought both challenges and

opportunities for existing

businesses and created fertile ground for new ventures to emerge.

Technology controls

everything we do. This is supported by the gradual increase of global

internet connectivity

(West, 2015). Businesses all over the world have been adopting
technology related strategies

to enable them to maximise customer networks. The emergence of the

COVID-19 pandemic

brought the reality that one needs to be adaptable to technology.

During the pandemic, it was

evident that businesses that had digitally migrated were less impacted
by the lockdown when

compared to businesses that had not fully digitally integrated (Chetty et

al., 2020). One field

impacted immensely by technology development is marketing.

Marketing has seen a paradigm

shift from advertising through print media and billboards to embracing

all digital platforms

(Levy & Gvili, 2015) to market products such as vehicles, clothing and
electronics through
social media platforms like Facebook and Twitter in real-time, allowing
retailers to connect to

a wider consumer base and maximise value creation.

The advancement in technology has seen the transformation of

marketing from the

more traditional forms, to digital marketing where communication of

the marketing content is

delivered through digital mediums. Since the beginning of the 21st

century, businesses have

transformed the way of engaging its customers to enable them to get

closer to what the

customers need. In marketing, the transformation to digital marketing

has enabled business to

deliver products or services quickly to the customer and get customer

feedback immediately.

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In South Africa, digital marketing is developing at a rapid pace. By 2018,

it was
estimated that digital marketing was 35% of all marketing activities
while the global average

was 10% (Statista, 2019). The growth in digital marketing is supported

by the increase in the

number of people gaining access to the internet. By 2019, South Africa

had 31.18 million

internet users which represented about 68% of the population. Of this

population, 28.99 million

were mobile internet users (Statista, 2019). This growth is expected to

continue in the coming

years and estimated at around 80% of the total population by the year
2023 (Statista, 2019).

Digital marketing has been embraced globally by business as an

effective way to

advertise content to customers rapidly and effectively. To date, it was

estimated that each

individual encounter between 6 000 to 10 000 advertisements per day

and in comparison,

popular social media platforms such as Facebook has seen a rapid rise
in the online

advertisement market whereby by 2017 their revenue on

advertisement revenue rose to 39,9

billion dollars compared to 2010 where it was 1,9 billion dollars

(Statistics SA, 2020). In
addition, Google’s advertising revenue rose to 134,81 billion (Statistics
SA, 2020) in

comparison to 28,24 billion dollars in 2010. The growth in digital

advertisements indicate a

strong push for businesses to get their content through to consumers

and to embrace the new

way of effectively communicating to the consumer.

The problem to be investigated in this article is the need to understand

whether the

volume of digital advertisements that is being pushed to the consumer,

is having the intended

outcome that business envisage. Are these advertisements which are

distributed through digital

platforms pleasing to the consumers or are they just annoying? The

research problem is

therefore to find out whether digital marketing adds value to the

consumer experience. By

exploring the millennial consumer, this article will ascertain whether

millennials feel they get

value from the digital content they receive through the variety of
platforms.

The aim of the research was to establish whether digital

advertisements were useful for
consumers when making online purchases. By focusing on the
millennial consumer, the

research was aimed to add to the growing body of knowledge of

understanding millennium

consumer purchasing preferences and how it is influenced by digital

marketing. Most academic

research in digital marketing have been focused on marketers (Duffett

& Wakeham, 2016),

evaluating if their marketing strategies are having the necessary impact.

Very little research

has been conducted in order to understand digital marketing from the

customers’ viewpoint.

In South Africa, the growing population of millennial consumers

presents an opportunity for

marketers to increase their customer base. While there are signs of

positive responses by

millennials on social media marketing communications towards digital

marketing, there seems

to be a decline in the manner in which millennials embrace these

channels (Duffett &

Wakeham, 2016). This indicates that marketers need to do more to

understand the thinking

process of the millennial customer and be able to deliver the content

that would be favourable
to them. There is also a need to understand customers who are digitally
connected better to

know what factors influence the purchasing decisions (Hall & Towers,
2017) as this could

determine the marketing strategies for businesses.

In addition, competition for the same customer is high and requires

marketers to

innovate their offering by either enhancing the experience towards a

product or service which

would be aimed at enticing the customer towards the product. So,

there is a need to understand

what would make millennial customers choose a particular product

over the other and how they

react under various circumstances.

Literature review

Marketing can be described as a management process between a firm

and the consumer. There

are many definitions of marketing, but all revolve around activities that
are conducted in order

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877

to enhance customer relationships. Borden (1964) described marketing

as a philosophy or

management orientation that is meant to build long term relationships

with the customer.

Development in the theory of marketing have seen the

conceptualization of the “marketing

mix”. This theory can be strategically used by marketers to tailor a

product to a specific market

based on the characteristics of that market (Gilaninia et al., 2013).

While the marketing mix is

still widely employed by many organisations to drive their strategy, the

development of

relationship marketing (Stauss, 2000) brought another dimension to

marketing which created

another paradigm shift in the manner in which firms sell their products
and services. In

relationship marketing, the emphasis is on providing value to the

chosen market by involving

key stakeholders (Sheth & Parvatiyar, 2015).

As technology continued to change the way businesses operate

globally, marketing was
not exempted from the technology shift and driven by more consumers
embracing digital

technology. From the late 1990s marketing entered a paradigm shift

from the traditional

methods of marketing products and services through printed media

and billboards to digital

technology. This then led to the development of digital marketing.

What attracts a consumer

towards a brand is no longer only the product or service that is offered,

but rather a combination

of factors. While digital marketing activities are gradually increasing

globally, millennials were

identified to be embracing the phenomenon more as they were seen to

prefer more online

shopping than the other groups (Smith, 2011). Millennials are defined
as the group of

individuals who were born in or after the year 1980 (Kuhns & Saksena,
2016) and are also

referred to as Generation X millennials are known to be open minded,

social, innovative,

energetic, ambitious, confident, motivated and smart and have

different financial goals

compared to the other groups (Ordun, 2015).

The group are believed to be carrying bigger purchasing power when
compared to other

generations (Kuhns & Saksena, 2016). Millennials are also believed to

be having a higher level

of education compared to their peers as they are a generation that

came when there was better

access to education (Kuhns & Saksena, 2016). In South Africa,

millennials account for about

36% of the population of the country (Statistics SA, 2020) which

translates into 20.8 million

of the total population. The majority of millennials in South Africa

consume media through

digital channels with the use of smartphones, tablets, and computers.

Furthermore, more than

half of the millennials (56,2%) (Statistics SA, 2020) are under the age of
30 years.

Digital marketing

As a form of marketing, digital marketing harnesses the existence of

technology by delivering

content online through digital channels to connect to the consumer.

The beginning of digital

marketing started around the late 1990s, then, in 2014, it became the
mainstream form of
marketing for business (Davenport et al., 2020). The biggest advantage
that digital marketing

provide over traditional marketing is the ability to reach the targeted

consumer using social

media and search engines (Sinha & Singh, 2018). In addition, the cost of
going digital is fairly

lower, compared to the traditional means of marketing (Erevelles et al.,

2016).

Channels of digital marketing

Digital marketing channels, also referred to as e-WOM (electronic word

of mouth) (Levy &

Gvili, 2015) are a variety of channels which marketers use to interact

with customers. These

channels are strategically employed by marketers (Corniani, 2006) to

enhance communication

with the consumer which in turn enhance customer relationships,

support sales and create

awareness to customers (Kee & Yazdanifard, 2015). To understand the

consumer, big data

analytics is employed to analyse customer buying patterns. Big data

consumer analytics are

crucial in the evolution of digital marketing as it enables marketers to

profile the consumers
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based on preferences and buying patterns (Donnelly et al., 2015) and

allow firms to create

products tailored towards the needs of the specific markets. With big
data, marketers have an

opportunity to adapt a product or service to always suit the needs of

the market in real-time.

Big data also enables marketers to create a community of consumers in

a digital environment

who share similar interest to interact and share ideas by matching their
interests based on the

data collected. It is clear that big data consumer analytics is important

for digital marketing and

can be seen as an enabler of organisations to understand what

customers prefer and how to

strategize, based on the insights coming from consumer patterns.

Consumer behaviour

Consumer behaviour can be defined as the dynamic interaction of

affect and cognition,
behaviour, and the environment by which human beings conduct the
exchange aspects of their

lives (Hollebeek & Macky, 2019). There are a variety of factors that
determine how consumers

react to a specific marketing or advertising campaign. In the digital

environment these factors

increase, which contribute to the complexity of using this medium.

Some of the factors

affecting consumer behaviour are customer perceived value (Schivinski

& Dabrowski, 2016),

ethics (Järvinen & Karjaluoto, 2015), customer engagement (Dovaliene

et al., 2015), and

behavioural economics (Dowling et al., 2019).

Millennial purchasing decisions

Millennials are influenced by many factors that inform their decision-

making process (Kuhns

& Saksena, 2016) such as health consciousness, sustainability, social

validations,

psychological pointers, price consciousness and a sense of value for

money, therefore they

compare different retailers online (Hall & Towers, 2017). Social media
has become the most
common platform which marketers use to advertise products and
services to millennials as the

majority of younger consumers are interacting across these platforms.

Social media marketing

has been employed to drive millennial attitudes towards brands and

positively influence

consumer attitudes (Oni et al., 2014; Duffett & Wakeham, 2016;

Stephen, 2016). That was

achieved by incorporating aspects such as entertainment, interaction,

trendiness,

customization, and word of mouth (Godey et al., 2016) to the

marketing content. While social

media marketing has been widely accepted as positively influencing

consumer behaviour, there

are indications to suggest the contrary. Some studies have revealed

that not all digital marketing

activities are favourable to millennials (Smith, 2011; Tiago & Veríssimo,

2014), therefore the

advent of ad-blocking (Schivinski & Dabrowski, 2016; Wielki & Grabara,

2018) which

presents a big challenge for marketers (Vratonjic et al., 2013). There is

thus an urgent need to

understand the drivers behind this type of behaviour towards digital

advertisements (Brinson
et al., 2018).

Content marketing

Content marketing involves identifying, analysing, and satisfying

customer demands (Baltes,

2015). Elements of content marketing involves localization of messages

for specific audiences,

personalization of content, creating emotions, and diversification (Kee

& Yazdanifard, 2015).

This form of marketing requires marketers not only to promote high

quality content, but to

understand the target audience in order to adapt the content to their

specific needs as a way to

improve customer engagement (Hollebeek & Macky, 2019). Marslow’s

hierarchy of needs

(Poldma, 2017) encompass the applicable human behavioural elements

necessary to

understand better millennials behaviour towards digital marketing and

to influence the creation

of content. According to Maslow’s theory humans are motivated

sequentially according to five

levels of needs. These needs, applied to millennial marketing are: self-

actualisation – This
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dimension would be used to probe whether there are derived benefits

which millennials get

from digital marketing which achieve their needs? Esteem needs –

whether digital marketing

makes millennials feels a sense of accomplishment? Belongingness –

the dimension would test

whether digital marketing assist millennials to feel loved? Safety needs

– the dimension would

test whether the advertisements make the millennials feel safe? And,
physiological needs – the

dimension would test whether digital advertisements fulfil their

physiological needs?

Methodology

An exploratory study was conducted as the research was aimed at

discovering information on

the impact of digital marketing on the behaviour of millennials. An

interpretivism research
philosophy was proposed as the most suitable. A qualitative cross-
sectional research design

(Kumar, 2011) was conducted. The research necessitated a careful

study and understanding of

millennial consumers as well as analysing their views on digital

marketing. Constructs which

were used to analyse the behaviour of millennial consumers were not

quantifiable as it was

based on the participants’ feelings and experiences. It was for this

reason that qualitative

research was deemed suitable. The population for this study consisted
of millennials who have

formal employment and purchase products online through a smart

phone, tablets, or a

computer. In Gauteng, millennials are estimated to be around 60% of

the total population which

translate to 8 million people. Purposive sampling was used. The

researcher planned to interview

20 participants, but after 14 data saturation was reached.

The measurement instrument which was used for the data gathering
process was an

interview schedule with open-ended questions to encouraged the

millennials to express their
views and opinions. Pre-testing was conducted with one of the
participants to ascertain whether

the questions asked were clear enough to be understood. Participants

were contacted

individually to set-up the date and time convenient to them where the
interviews will take place.

Data was voice recorded and notes were taken. ATLAS.ti software was
used to generate codes

from the transcribed data so that themes and patterns could be

generated which would be used

to interpret the findings from the data collected. Validity and

trustworthiness were assured by

having the interviews recorded. In order to protect the participants,

develop trust with them as

well as to promote the integrity of this research the research was

conducted in line with the

guidelines of the University of Pretoria’s code of ethical conduct.

Findings

At the beginning of each interview, general questions were asked to the

participants related to

ascertain their purchasing preferences and to try to establish what

products and services they
prefer purchasing online. In addition, participants were also asked
about the types of platforms

they prefer purchasing from. The table below summarizes their

responses. The table shows that

most of the participants prefer purchasing products like electronic

equipment and clothing

online. Although the frequency of the purchasing of these products

varies, the results showed

that the participants make a purchase at least once a month. In terms

of the preferences for

purchasing these products, it was clear that the majority of them

preferred to purchase from

“online-Malls” and stores such as Takealot and E-bay.

Table 1: Participants

Products Frequency Preferences

Participant 1 Electronic Monthly Takealot

Participant 2 Clothing, grocery Monthly Takealot,

Participant 3 Electronic Monthly E-bay, Takealot

Participant 4 Clothing Monthly Various

Participant 5 Clothing Monthly Takealot

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Participant 6 Electronics 2 Monthly Takealot

Participant 7 Electronics Monthly Takealot

Participant 8 Electronics Monthly Takealot

Participant 9 Electronics Monthly Takealot

Participant 10 Electronics Monthly Takealot

Participant 11 Electronics Monthly Takealot

Participant 12 Electronics Monthly Takealot

Participant 13 Electronics Monthly Takealot

Participant 14 Electronics Monthly Takealot

The benefits of digital marketing for the consumer

The first theme identified was the benefit digital marketing has for the
millennial consumer.

The participants indicated that it was convenient, because they could

shop from the comfort of

their homes and the products get delivered. Participant 1 stated: “The
major benefit is

convenience. I am able to do shopping from the comfort of my home

without having to go out
to the shops and having it delivered at no extra cost.” Participant 5
added: “Shopping online

makes it easier for me to get the products I want as I don’t have to

move from store to store

looking for a particular product.” To this, Participant 7 added: “It is a

smooth process where I

am able to shop for whatever product I intent to buy and get it

delivered securely to my home.”

The next identified sub-theme, related to the first theme, was the way
in which pop-up

advertisements affect the shopping experience. Varied responses

where recorder of which the

majority of the respondents were positive about pop-up

advertisements and felt that digital

adverts simplified their shopping experience. Participant 1 stated:

“These advertisements make

it easier for me to get the products that I want to purchase as they

normally send through

specials which save me time. I do not have to go through the internet

or magazine to try finding

the best deals.”

Participant 2 commented: “With the pop-up advertisements, they

mostly advertise
products which I like to have and when I have the money, I find it easy
to go get them and

normally all the products are readily available online.” To this,

Participant 8 added: “They

provide information on the products that I sometimes like and they are
mostly at a cheaper

price than what you will normally find in the big retail shops.”

On the other hand, some respondents felt that the pop-up

advertisements were not

necessarily beneficial to their shopping experience citing that they

disturb them when they are

busy on their smartphones. Participant 7 complained: “I wish you could

choose to de-activate

them. They are not what you want at a particular time.” Participant 5
added: “…to me they

come up at a time when I would be busy with something and I find it

annoying as at that time

I am not in a mood to do any shopping.” While there were some

participants who did not like

the pop-up advertisements the majority of the respondents were in

favour of these

advertisements.
The third sub-theme identified was regarding the influence of digital
advertisements

(pop-up advertisements) on decisions to purchase products online. The

majority of the

respondents indicate that because they saw products advertised at an

acceptable price, they

purchased the products. The advertisement was thus the main driving
factor for their decision

to buy. To illustrate, Participant 1 said: “Mostly when I have searched a

particular product

online, the next time I open my smartphone and searching for a certain
product, an advert

comes up related to what I would have been searching for.” To this,

Participant 9 added: “If

the product that was being advertised, is something which I was

intending to purchase, these

advertisements come in especially useful in making that decision

easier.”

The fourth identified sub-theme related to theme one was the way in
which digital

advertisements assist in getting the best possible deals. Millennials

emphasised the

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convenience of money back guarantees or product exchange if the

product is defective. They

had an opportunity to make an informed decision on what is the best

product to purchase even

if it was not based solely on price, quality, or delivery terms. Participant

13 confirmed: “When

you see an advertisement, the price is normally cheaper than what you
would buy it for at the

stores; and the other good thing about the deals is their quality
guarantee promise which they

give. If you are not happy with the product they will come and collect it
from you, Takealot is

one of them.”

The next related sub-theme was the manner in which digital adverts are
delivered to the

consumer. The opinions from the millennials were mixed. Most felt that
they had observed a

trend whereby they felt that they were being watched as the content
they received was somehow
linked to the previous searches they had done. On the other hand,
other respondents felt that

the advertisements go overboard where they would get an advert of

something which they

would not necessarily would like to purchase and thus find the manner
in which the content

was delivered to be annoying. Participant 5 explained: “The only worry I

have with these popup advertisements is that they come up even at a
time when you don’t need them. It is like

someone is watching what you have been browsing the previous time
which makes me feel

uncomfortable.” All the themes and responses related to the first main
identified theme

indicated that the content was widely accepted, but concerns were
raised about the manner in

which these advertisements were send out.

The physical or psychological effects of digital advertisements

enhancing the millennial

experience

Opinions related to this theme were mixed with most respondents

expressing their concerns as

a psychological effect about the content they received as they were

mostly related to what they
were searching for on the different platforms. This then raised a
concern for the participants as

they felt that they are being watched while browsing the net. A sub-
theme related to the

physical effect was also identified related to their experience regarding

the quality of products

purchased through digital advertisements. Millennials confirmed that

they were fairly satisfied

with the level of quality promised by the advertisements. Participant 5,

as an example

answered: “I recently followed an advertisement which was promising

a saving on the

insurance if I switched to them, I contacted them and to my surprise I

made a saving. So yes, I

would say the experience was good”. To this, Participant 12 added:

“The advertisement has so

far lived up to the promise as I remember purchasing speakers through

following an

advertisement that came through a pop-up and the supplier of the

speaker promised a money

back guarantee if I was not satisfied with the product. So far, I am

happy with my purchase.”

Sub-theme two identified was about the relevance of the products

advertised through
digital marketing to their specific needs. Most respondents stated that
it was relevant.

Participant 6 confirmed: “I found the pop-up advertisements to be

relevant most of the time.

What sometimes concerns me is that it feels like someone is watching

what I am searching for

on the internet. That sometimes makes me worry. It is as if someone is

hacking my phone.”

Some responses were not that positive to this question. Participant 7 as

an example stated: “I

found the content irrelevant to what I want. I think the advertisements

are distributed randomly

as I receive many different adverts and it annoys me sometimes.”

Participant 3 added: “Most

of the time they will send you advertisements for products that you do
not need to purchase.

So, for me, the content of these advertisements mostly is not relevant
to what I need.”

A sub-theme three was identified with the focus on the influence these
digital

advertisements had on the respondent to purchase the advertised

products online. Opinions

were mostly related to the way the advert looks and how it is delivered.
The summarising
response was as Participant 12 stated: “If there is something that I
really like, I will try push

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myself to get it but I don’t just buy anything I see on the

advertisements.” Participant 10 opined:

“Not really, yet they attract my attention. I would normally buy the
product when it is

advertised at a cheaper price.”

The next sub-theme identified was about the difference between

advertisements

digitally delivered versus printed ones. All preferred digital

advertisements, as stated by

participant 2: “It is better if advertisements are sent through digital via

smartphone as we mostly

don’t look at newspapers or flyers. I don’t normally give attention to

advertisements that are

printed.” Participant 14 summarised the general feeling by stating: “I

prefer online
advertisements that are creative and delivering a good message but it
not necessarily means

that I would purchase the product. So, for me timing is a particularly

important element as I

would purchase, depending on whether or not I have a need for the

product.” The second main

theme thus highlighted the fact that millennials are fairly happy with
the products that they

purchase online and the adverts they receive digitally.

The safety of millennial consumers when interacting on digital

marketing platforms

Millennials felt that they were being watched when interacting through
various channels:

Participant 4 stated: “The only concern I have related to these pop-up

advertisements is that I

tend to get a feeling that someone is watching what I am browsing

online. I say this because I

have noticed a trend whereby the advertisements that I receive on my

cellular phone are related

to the searches that I was doing previously.” The other side of this
theme identified, has been

experienced positive as almost all participants indicated that they

trusted the platforms for
securing them and they never had a situation where they experienced
fraud or theft. Sub-theme

three related to this main theme, is about authentication, biometrics or

passwords for making

online purchases. The opinions were unanimous that all seemed to

trust this method of

authentication to ensure that they are secure while interacting online.

The fourth sub-theme

was about what could be done to make consumers feeling safer on the
internet. All have the

same opinion:

Participant 10: “I believe the system is sufficient, no concern from my

side.”

Participant 14: “I feel that the way they protect the data is sufficient.”

Participant 8: “I am happy with the way data is secured.”

All respondents indicated that they felt they were well protected and
that they seem to

have no other concerns related to safety with the platforms.

Digital marketing enhancing millennial’s brand preferences

The first sub-theme identified stated that digital advertisements did not
enhance brand

experience. To the millennials, what matter was the cost of the product
more than the brand.
As, Participant 13 stated: “To me the pop-up advertisements does not
enhance brand preference

in any way, what matters to me is the cost of the product I get on the
advert.” Another

participant shared a similar sentiment. Participant 10 said: “The pop-up

advertisements does

not impact the brand in any way, if they come selling at a good price, I
will purchase.”

Sub-theme two identified was: The usefulness of digital advertisements

in

strengthening the relations with their favourite brand. Most

participants mentioned the

importance of using brand influencers which they feel are

strengthening the brand. They are of

the opinion that an advertisement alone, does not strengthen the

brand. Participant 5 noted:

“The advertisements could be useful if they use famous people to

promote the brands as this

could attract the customers towards the brand.” Participant 1 also

confirmed: “If they can

maybe get in celebrities to promote those brands, I think in a way that

could create brand

relations and awareness.”

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Discussion

Millennials are of the opinion that digital advertisements are enhancing

their shopping

experience by providing convenience and savings. It is a useful tool for

saving time to browse

through specials and look for the products as these are sent to them
through digital

advertisements. This is in line with what Baird and Raghu (2015)

described as the point where

perceived value and satisfaction meets. Other benefits identified were

that they get in contact

with the best deals online. Millennials find thus find digital
advertisements helpful to save,

which, according to Borden (1964) and Gilaninia et al. (2013), is one of

the benefits on a

marketing mix strategy.

The majority of the participants were not comfortable with the fact that
the
advertisements pops-up at any time. Smith (2011) indicated that
consumers can get annoyed

by some digital marketing campaigns. Millennials found the digital

adverts though useful in

providing them with reliable advertising information. Reliability

according to the research

refers to the advertisements which promises something and deliver at

that expected level. This

relates to the marketing mix theory (Borden, 1964) whereby the service
that was provided by

the advertisement was of superior quality (Waterschoot & Bulte, 2015).

With regard to the

themes where millennials indicated that the content was relevant to

what they wanted, the

theory related to customer perceived value could be applicable as the

value that they received

through content that is relevant to their needs. The behaviour of these

millennials is likely

favourable to the advertisement hence they display some level of

satisfaction (Dovaliene et al.,

2015) regarding the content. Millennials would not necessarily

purchase everything that would

have been advertised through digital advertisements, only if they need

to get it. Literature
detailing how millennials make purchasing decisions is still developing,
however there are

studies that indicate the complexity surrounding their decision-making

process. When

compared to the previous generations, millennials were found to be

influenced by issues like

validations (Kuhns & Saksena, 2016), ethics and other social issues.
Millennials are also more

susceptible to advertisements which stimulates the brain by providing

creativity and sending

the right message.

Security concerns were mentioned where their personal information

being used without

their knowledge. The literature corroborates these concerns as it was

seen that customer

behaviour is impacted by the fact that their info, such as buying

behaviour, is available on the

web (Arkhipova & Gurieva, 2018; Iucolano et al., 2018). This then
confirms that the findings

are consistent with the literature. Millennials engage securely online,

interacting on different

platforms. Millennials do not perceive digital advertisements are useful

in promoting brands.
The literature suggests that digital advertisements, especially social
media, is the most common

tool marketers use to promote their brands (Godey et al., 2016) and by
encouraging interaction

through the social media platforms, social media enhances consumer

behaviour towards the

brands (Schivinski & Dabrowski, 2016). In addition, literature also

indicated how social media

communication positively affects consumer attitudes. Millennials view

influencers or

celebrities as useful to strengthen customer relations with the brand in

the digital environment.

Conclusions and recommendations

The findings from the research indicated that millennials found digital
marketing to be

beneficial. They also find advertisements that are visually appealing

favourable, and they tend

to give attention to advertisements like that. They highlighted concerns

about the manner

through which the advertisements were delivered as they tended to

indicate that they were

being watched. Maybe they just don’t understand how AI, bots and
spiders work and how they
crawl the web to make links and connections. This can be a
recommendation for further

research. The findings on brand preferences affirm that there are clear
links between the

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traditional marketing concepts and digital marketing which strengthen

the argument that there

should be a way to integrate the traditional marketing concepts with

modern concepts.

Business needs to continuously adapt its strategies to ensure that they

are geared for the needs

of the consumers. At the same time, business should not avoid the
messages that are sent out

by those millennials who seem to dislike the digital advertisements. The

research was limited

in scope and it covered a fraction of the entire population. This then

implicates that the results

might not necessarily represent the wider population of millennials. In

addition, the issue of
geographic location plays a limiting role. Millennials interviewed for this
research were all in

Gauteng. The results might differ when a group from another province
or area, especially rural

areas, were interviewed, as the level of education, access to internet

and buying behaviour,

differs.

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