Assessment of quality of service at the main laboratory of the LAB aimed at satisfying internal customer needs
- Mukwakungu, S. C., Bakama, E. M., Lumbwe, A. K., Bolipombo, M. M., Niati, D., Ibrahimu, K., Kasongo, J. E., Mbohwa, Charles
- Authors: Mukwakungu, S. C. , Bakama, E. M. , Lumbwe, A. K. , Bolipombo, M. M. , Niati, D. , Ibrahimu, K. , Kasongo, J. E. , Mbohwa, Charles
- Date: 2018
- Subjects: Quality Management System (QMS) , Service quality , SERVQUAL
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/290755 , uj:31569 , Citation: Mukwakungu, S.C. et al. 2018. Assessment of quality of service at the main laboratory of the LAB aimed at satisfying internal customer needs.
- Description: Abstract: This paper’s objectives are to establish and document internal clients’ perception about the quality of service received at the Main Laboratory of the LAB, a national laboratory dealing with transmittable diseases in South Africa. The study followed a quantitative design approach with cross functional examinations. Data collection tool was based on “SERVQUAL” model. Findings show that in terms of the quality dimensions, the LAB’s centres performed variably in many aspects and to a varying degree in different quality dimensions measured. Each centre had its own unique set of challenges. The recommendations made in this study can be implemented as a solution to the problems faced by the LAB and other similar departments. This study viewed from a South African perspective, is first of its kind as it explores the effectiveness of the implementation of a Quality Management System at a biosafety level 4, the only one on the African continent.
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- Authors: Mukwakungu, S. C. , Bakama, E. M. , Lumbwe, A. K. , Bolipombo, M. M. , Niati, D. , Ibrahimu, K. , Kasongo, J. E. , Mbohwa, Charles
- Date: 2018
- Subjects: Quality Management System (QMS) , Service quality , SERVQUAL
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/290755 , uj:31569 , Citation: Mukwakungu, S.C. et al. 2018. Assessment of quality of service at the main laboratory of the LAB aimed at satisfying internal customer needs.
- Description: Abstract: This paper’s objectives are to establish and document internal clients’ perception about the quality of service received at the Main Laboratory of the LAB, a national laboratory dealing with transmittable diseases in South Africa. The study followed a quantitative design approach with cross functional examinations. Data collection tool was based on “SERVQUAL” model. Findings show that in terms of the quality dimensions, the LAB’s centres performed variably in many aspects and to a varying degree in different quality dimensions measured. Each centre had its own unique set of challenges. The recommendations made in this study can be implemented as a solution to the problems faced by the LAB and other similar departments. This study viewed from a South African perspective, is first of its kind as it explores the effectiveness of the implementation of a Quality Management System at a biosafety level 4, the only one on the African continent.
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The importance of quality management system and leadership in the South African restaurant, fast food and catering sector – case of the Gauteng Region
- Mukwakungu, S. C., Lumbwe, A. K., Niati, D., Mbohwa, Charles
- Authors: Mukwakungu, S. C. , Lumbwe, A. K. , Niati, D. , Mbohwa, Charles
- Date: 2019
- Subjects: Quality Management System , Leadership , Restaurant
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/402441 , uj:33678 , Citation: Mukwakungu, S.C. et al. 2019. The importance of quality management system and leadership in the South African restaurant, fast food and catering sector – case of the Gauteng Region.
- Description: Abstract: South Africa, being a developing country, experiences the impact of global competition which has pushed many organizations to develop plans to respond to a continuous competitive global market. The restaurant, fast food, and catering sector is broad within the service industry involving independent restaurants, quick service restaurants and fast food outlets, outsourced catering companies, just to name a few. This study’s objective is to establish the importance of focusing on the fundamentals of quality management practices and the usefulness of leadership practices in the management process of the above-mentioned sector. This study included a quantitative research method under which an empirical investigation was executed following the literature review. The study consisted of the analysis of data collected from questionnaires administered to 65 restaurants in Gauteng, South Africa. After results analysis and interpretation, it is concluded that the functions of management were not well integrated, mainly the leadership functions. Hence, a need to improve specific aspects of the foundations of management approaches in the restaurant, fast food and catering sector is required.
- Full Text:
- Authors: Mukwakungu, S. C. , Lumbwe, A. K. , Niati, D. , Mbohwa, Charles
- Date: 2019
- Subjects: Quality Management System , Leadership , Restaurant
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/402441 , uj:33678 , Citation: Mukwakungu, S.C. et al. 2019. The importance of quality management system and leadership in the South African restaurant, fast food and catering sector – case of the Gauteng Region.
- Description: Abstract: South Africa, being a developing country, experiences the impact of global competition which has pushed many organizations to develop plans to respond to a continuous competitive global market. The restaurant, fast food, and catering sector is broad within the service industry involving independent restaurants, quick service restaurants and fast food outlets, outsourced catering companies, just to name a few. This study’s objective is to establish the importance of focusing on the fundamentals of quality management practices and the usefulness of leadership practices in the management process of the above-mentioned sector. This study included a quantitative research method under which an empirical investigation was executed following the literature review. The study consisted of the analysis of data collected from questionnaires administered to 65 restaurants in Gauteng, South Africa. After results analysis and interpretation, it is concluded that the functions of management were not well integrated, mainly the leadership functions. Hence, a need to improve specific aspects of the foundations of management approaches in the restaurant, fast food and catering sector is required.
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The relationship between the implementation of quality management practices and service quality in the South African financial service industry
- Ntanzi, K., Lumbwe, A. K., Mukwakungu, S. C., Sukdeo, N.
- Authors: Ntanzi, K. , Lumbwe, A. K. , Mukwakungu, S. C. , Sukdeo, N.
- Date: 2020
- Subjects: Quality management , Service quality , Financial service industry
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/461847 , uj:41151 , Citation: Ntanzi, K. et al. 2020. The relationship between the implementation of quality management practices and service quality in the South African financial service industry.
- Description: Abstract: The purpose of this study is to evaluate the effect of quality management practices on customers, employees and service quality in the financial service industry. The sample of 30 customers and 30 employees were selected based on stratified and snowball sampling procedures respectively. This research used a mixed approach to collect data. The study was conducted by engaging with customers (business owners, students and the working class) in the form of interviews and questionnaires, and by using secondary data. The main quality principles was mainly based on employee satisfaction, customer focus and continual improvement to establish how customers choose the bank they bank depending on their different classes. The results reveal that employee satisfaction had a direct relationship with the level of quality the organization produced. In addition, business owners and the working class were more likely to consider the service quality of the organization before they decide to bank with them. This research shows the significance of the implementing quality practices in the financial service industry in order to gain or retain customers.
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- Authors: Ntanzi, K. , Lumbwe, A. K. , Mukwakungu, S. C. , Sukdeo, N.
- Date: 2020
- Subjects: Quality management , Service quality , Financial service industry
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/461847 , uj:41151 , Citation: Ntanzi, K. et al. 2020. The relationship between the implementation of quality management practices and service quality in the South African financial service industry.
- Description: Abstract: The purpose of this study is to evaluate the effect of quality management practices on customers, employees and service quality in the financial service industry. The sample of 30 customers and 30 employees were selected based on stratified and snowball sampling procedures respectively. This research used a mixed approach to collect data. The study was conducted by engaging with customers (business owners, students and the working class) in the form of interviews and questionnaires, and by using secondary data. The main quality principles was mainly based on employee satisfaction, customer focus and continual improvement to establish how customers choose the bank they bank depending on their different classes. The results reveal that employee satisfaction had a direct relationship with the level of quality the organization produced. In addition, business owners and the working class were more likely to consider the service quality of the organization before they decide to bank with them. This research shows the significance of the implementing quality practices in the financial service industry in order to gain or retain customers.
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