Abstract
M.B.A.
The aim of this study is to investigate the factors that affect the service quality delivery
implementation, benchmarking Translux and Greyhound, using the SERVQUAL model.
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1.3 Objectives
The study has the following objectives:
1.3.1 to determine the different customer-orientated approaches;
1.3.2 to investigate insights into the concept of marketing studies that support customer
orientation;
1.3.3 to ascertain how to implement a customer-orientated approach in the industry; and
1.3.4 to determine the gaps between Translux and Greyhound service delivery and customer
expectations.
An assumption of the study is that the adoption of a customer-orientated philosophy will mean
that the company has embraced the implications of the philosophy