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Measuring the impact of perceived quality of service and price amongst restaurant customers in Johannesburg.

Strategic advantage through customer value

  • Authors: Harding, Vernon Victor
  • Date: 2012-08-21
  • Subjects: Total quality management , Strategic planning , Customer relations , Consumer satisfaction
  • Type: Mini-Dissertation
  • Identifier: uj:2909 , http://hdl.handle.net/10210/6339
  • Description: M.Comm. , Lots have been said in the literature in regard to customer value and the way it should influence the company and its management strategy. Customer focused, close to the customer, building customer relations creating customer value, becoming customer driven and exceeding customer expectations are some of the hottest subject executives are talking about. If so way are most companies in South Africa and in the world still content with their internal measurements without asking whether what they are measuring has any relevance on the companies performance (Fagiano, 1997:6). For South African companies competitiveness have never been more important because of the rapidly changing global environment and the swift changes in the demographic and socio-economic locally (De Villiers & Slabbert, 1996:35). The death of distance and the (Peters, 1997:2) current exchange rate of the rand makes it advantageous for international companies to invest in South-Africa putting local companies under a lot of strain. It is proposed to use customer value as a strategic performance measure tool and to develop a customer driven culture to insure that the perceived value of the product is above expectation and that branding is achieved through customer value. It was indicated that customer value can be a performance measurement tool and a major component in the strategic management process and that it is here to stay and will be a vehicle for many a company to achieve competitive advantage. The principle of customer value is not new and has been proven in the Total Quality Management process. It would thus be building on existing capabilities that have been acquired from total quality management of internal processes and products. The challenge lies in refocusing from the internal quality processes to an external customer value. This movement of focus will not be easy and organisations will have to rethink their culture, structure and managerial capabilities. Employees will need to learn a few new skills such as (1) customer responsiveness and evaluation, (2) innovation, (3) strategic thinking, (4) radical thinking and internal motivation
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Investigating client relationship needs and wants within the banking industry in South Africa

Information and communication technology outsourcing : the determinacy of service level rating (SLR) on customer satisfaction rating (CSR)

  • Authors: Aliyu, Kabiru Mohammed
  • Date: 2014-10-20
  • Subjects: Information technology - Contracting out , Consumer satisfaction , Employees - Rating of
  • Type: Thesis
  • Identifier: uj:12639 , http://hdl.handle.net/10210/12458
  • Description: M.Com. (Business Management) , Its seems that Information and Communication Technology (ICT) Outsourcing is now a major business for Information Technology Outsourcing Providers (ITOPs) and all their focus is on client retention and new business acquisition. Variables like Employee Satisfaction, Customer Loyalty, and Financial Performance and how they relate to Customer Satisfaction seem to have received ample research attention. The way the client perceives and rates the service, can be influenced by a couple of factors and Service Level Rating (SLR) is one of the factors under study. The main aim of the research was to investigate the relationship between Service Level Rating and Customer Satisfaction Rating (CSR) in Information and Communication Technology Outsourcing. Other variables like competency of the engineer, size of company and type of industry were also used to see if this relationship between SLR and CSR depends on these variables. A quantitative research approach is followed. Secondary data is used in the study as it is considered the most suitable given the variables under investigation. The main variables are Service Level Rating (SLR) and Customer Satisfaction Rating (CSR). Pre-testing was done to ensure reliability which solidifies the foundation for the analysis and results. The research showed that there is a strong negative relationship between Service Level Rating (SLR) and Customer Satisfaction Rating (CSR). However the results showed that client rates do not depend on the level of competency of the engineer providing the service. During SLA negotiations, managers need to be able to balance the effect of Customer Satisfaction and at the same time save the client on cost of delivery at a high Service Level after careful considerations of the factors that influence Customer Satisfaction. Although it is important to maintain customer satisfaction ratings, managers must understand the implications of the human elements of customer satisfaction. The results may not be generalised but are limited to the organisation under study. This research can open further areas of research in future across the ICT sector. More avenues need to be researched on the relationship between the two variables. In future the research could further investigate if the relationship between SLR and CSR is affected by level of the client within the organisation. The research could be extended across the ICT industries in South Africa, the developing and developed economies.
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The influence of restaurant service experience on customer emotions and behaviour intentions

  • Authors: Tlakula, Ntimela Xitsuke
  • Date: 2016
  • Subjects: Marketing - Management , Restaurants - Customer services , Consumer satisfaction , Consumers - Attitudes , Consumer behavior , Restaurants - Public relations
  • Language: English
  • Type: Masters (Thesis)
  • Identifier: http://hdl.handle.net/10210/225944 , uj:22832
  • Description: M.Com. (Marketing Management) , Abstract: The restaurant sector caters for different market segments including tourism, leisure and business. There is intense competition among businesses in this sector. The ability of any business to succeed in this industry largely depends on its ability to successfully appeal to customers. A quality restaurant service is widely cited as the most important determinant of customer satisfaction in the restaurant industry. In addition to service quality, restaurant customers also want a dining experience that is emotionally engaging. Thus customer emotions play a key role in understanding service experience and customer satisfaction. In spite of this, there is a dearth of research in this area. Therefore, this study investigates the influence of restaurant service experience on customer emotion and behavioural intention to use restaurants among selected business customers in Johannesburg, South Africa. The study is quantitative and descriptive in nature. The data collection process was carried-out through self-administered survey questionnaires from 163 business executives who go to upmarket restaurants for business meetings in urban areas of Johannesburg. The data was analysed using the Statistical Package for Social Sciences (SPSS). Descriptive statistics were used to analyse the characteristics of the respondents and the constructs deployed within the study. Furthermore, the data was analysed with simple regression analysis in order to determine the relationship between the constructs - service atmosphere, food quality, human service quality, and price fairness – and customer emotion; as well as the relationship between customer satisfaction and behavioural intention. The findings reveal that all the constructs of service experience, that is, service atmosphere, human service quality, customer-to-customer interaction, food quality and price fairness are significant determinants of customer emotion. Customers‟ emotions also emerged as a significant determinant of satisfaction. Finally, the results reveal customer satisfaction as a significant determinant of their behavioural intentions...
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The implications of the theory of constraints on inventory buffers

  • Authors: Moyo, Bawinile
  • Date: 2016
  • Subjects: Business logistics , Inventory control , Consumer satisfaction
  • Language: English
  • Type: Masters (Thesis)
  • Identifier: http://hdl.handle.net/10210/83079 , uj:19048
  • Description: Abstract: Good inventory management can lead to high organisational performance by minimising inventory holding costs and improving customer service across the supply chain. The management of inventory remains a major challenge for many organisations as continuous changes in the supply chain occur. According to the CSIR (2014), investment in inventories across South African supply chains is significant and it is difficult for South African companies to compete with mature economies on a cost level due to the relative high costs of logistics transportation in the country. Inventory control is often seen as one of the lowest areas of competitive advantage, however it can be the largest single investment in assets for most organisations. From a theoretical point of view, the Theory of Constraints (TOC) seems to offer a solution to inventory management challenges. The TOC is a scientific methodology that is designed to assist organisations in identifying and solving critical process based problems following a continuous improvement approach. The TOC also unifies and simplifies the inventory quantity of an organisation into a single value called the buffer quantity. One of the clearly stated advantages of the application of TOC according to literature, is a reduction of inventory levels. This study attempts to support existing literature on the impact of the TOC on buffer levels by means of a case study of an organisation that has undergone a TOC application in South Africa. The primary objective of the study was to provide a case study implementation of the TOC to corroborate the theory that a successful implementation of the TOC can reduce inventory levels in a South African organisation without adverse effects on customer service levels. A case study of an envelope manufacturer which had implemented TOC principles was conducted through a literature review followed by empirical research to determine the impact of the TOC implementation on the organisation’s buffer inventory levels. The selected organisation provided an opportunity to investigate the scenarios before, during and after a TOC implementation. In-depth, semi structured interviews were conducted with... , M.Com. (Business Management)
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A business tourist service quality scorecard for predicting tourist retention

  • Authors: Swart, Magdalena Petronella
  • Date: 2013-07-18
  • Subjects: Tourism - Evaluation , Tourists - Attitudes , Consumer satisfaction
  • Type: Thesis
  • Identifier: uj:7652 , http://hdl.handle.net/10210/8521
  • Description: D.Comm. (Leadership in Performance and Change) , The National Department of Tourism (NDT), in the National Tourism Sector Strategy (NTSS), highlighted the need for research on tourist service satisfaction. According to the Global Competitiveness Programme (GCP), most of the dissatisfied tourists are business travelers. There are gaps in the literature with reference to the operationalisation of, and relationship between, service quality scores and retention scores in the business tourism industry. The contextualisation and conceptualisation of the proposed SQSC will be supported by a discussion on service quality, the Balanced ScoreCard (BSC), and the relationship between service quality and the BSC. The proposed mediating role of Business Tourist Satisfaction (hereafter mostly referred to as Satisfaction) will be highlighted, while evidence will be provided that Business Tourist Retention (hereafter mostly referred to as Retention) can be a criterion variable in this measurement. It is also apparent that using specific market segmentation variables will enable business tourism managers to build business tourist retention strategies.
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Verbruikersklagtes en bestuursrespons : 'n verkennende studie

  • Authors: Viviers, Pierre
  • Date: 2012-09-11
  • Subjects: Marketing , Consumer complaints , Consumers - Decision making , Consumer satisfaction , Consumer behavior
  • Type: Thesis
  • Identifier: uj:10043 , http://hdl.handle.net/10210/7432
  • Description: M.Comm. , The goal of marketing is to supply customers with products and services that satisfies their needs at a profit to the organisation. Several products and services achieve this goal, but instances where the customers' needs are not satisfied do exist, which leads to customer dissatisfaction. Total customer satisfaction is a noble but unrealistic goal. Customer dissatisfaction is a reality and a result of the purchasing process. Defensive marketing, which aims to retain existing customers, is an inseparable part of the effort of delivering unparalleled customer satisfaction. The retention of an existing customer is as important as obtaining new customers for the organisation, and will ensure the long term survival of the organisation. Customers are becoming increasingly sophisticated about the purchasing of products and services. The increase of the level of dissatisfaction experienced by customers when purchasing goods and services is mainly due to the increase in sophistication. Dissatisfaction is a primary cause of customer complaints and an integral part of the marketing cycle. Effective resolutions of customer complaints hold advantages for both the customer and the organisation and is vital to the long term survival of any organisation. The broad goals of the study are: To determine the level of customer satisfaction with their purchases of products and services. To determine customers' complaint behaviour. To determine organisations' responses to customer complaints. The methodology of the study takes the form of two separate empirical research designs, the first design examines customer's attitude towards complaining, and the second researches organisations' response to customer complaints, which is superseded by the theoretical overview of the topic. The empirical research is both exploratory and descriptive in nature. Data was obtained by means of questionnaires that were posted to customer respondent's resident in Gauteng and delivered to organisations in Johannesburg and Pretoria. The major findings of the study include: Customer dissatisfaction is the norm rather than the exception with the purchase of products and services. Regardless of the dissatisfaction experienced by customers, customers do not complain. Customers are not satisfied with the organisations' attempts in resolving their complaints. Organisations are aware of customer goals when complaining. Customers and organisations differ regarding the most effective manner in which to voice a complaint. Differences exist regarding satisfaction levels between product categories. The findings of the study compare with similar studies undertaken in other markets around the world.
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Customer value creation in the South African mobile telecommunications industry

  • Authors: Phukuile, Eldon
  • Date: 2015-04-24
  • Subjects: Consumer satisfaction , Mobile telecommunications industry , Telecommucation - Management - South Africa
  • Type: Thesis
  • Identifier: uj:13573 , http://hdl.handle.net/10210/13716
  • Description: M.Phil. (Business Management) , The purpose of the research was to explicate business competitive challenges through increasing scientific knowledge relating to the effect of Value Chain on the Customer Experience within the South African Mobile Telecommunications industry. Operators display a tendency of commoditised competition, offering little differentiation that Customers value. The qualitative and time bound study analysed the perspective of sixteen interviewees, representing the full Value Chain from respective operators. Following the aim to understand the participants’ perception of how the Value Chain impacts Customer Experience, the Content Analysis method of analysis was utilised for the gathering of insights. Findings reflect a lack of maturity in the understanding of Customer Experience and Value Chain, and a resulting incapability to maximise the effect of the Value Chain on the Customer Experience. Notwithstanding, there exists an opportunity to apply a Value Chain perspective in order to improve the Customer Experience and enhance mutual value.
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Towards a managed service encounter process as an instrument to improved customer satisfaction

Validating the relationship between trust, commitment, economic and non-economic satisfaction in South African buyer-supplier relationships

Management of productivity in a service call centre

  • Authors: Ubisse, Sizwe Phillip
  • Date: 2016
  • Subjects: Production management - Case studies , Consumer satisfaction , Call centers
  • Language: English
  • Type: Masters (Thesis)
  • Identifier: http://ujcontent.uj.ac.za8080/10210/376190 , http://hdl.handle.net/10210/225343 , uj:22757
  • Description: Abstract: The aim of this research was to investigate the management of call centre productivity by identifying the factors that contribute to lack of knowledge and low productivity levels in a service call centre. This research investigated measures that are required to manage productivity, factors that affect call centre productivity, as well as the knowledge required to manage productivity in a service call centre effectively. In-depth case study research was conducted through document analysis and a questionnaire process, in order to gain insight into how lack of knowledge can affect the management of call centre productivity. The document analysis was done on operations reports from January 2011 to October 2015. The questionnaire results are a summary of 19 service call centre staff working for the same organisation representing agents, team leaders and managers. The results from the document analysis suggest that only 50% of the current call centre productivity management processes are similar to those recommended in the literature. The questionnaire results suggest that there is a knowledge gap across all staff in the call centre when it comes to knowledge required to manage productivity efficiently. The results show that 55% of the agents and 54% of the team leaders require training on call centre knowledge and processes that improve call centre productivity. The combined results from both the document analysis and the questionnaire show that call centre staff do not have enough knowledge to improve current call centre productivity. Training is recommended as the solution to the knowledge gap identified. The two types of training that are recommended for call centre staff is formal call centre qualification training, as well as on-the-job training i.e. job mentorship and job rotation for all call centre staff. The researcher hopes that the information provided in this research report will provide readers with insight into how lack of knowledge among call centre staff can affect the management of productivity levels in a service call centre. , M.Phil. (Engineering Management)
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Marketing guidelines based on quality service that secure customer added value

The influence of employee engagement on customer experience in a customer centric climate and culture

  • Authors: Slabbert, H.O.
  • Date: 2018
  • Subjects: Financial institutions - Customer services , Consumer satisfaction , Customer services , Customer relations
  • Language: English
  • Type: Masters (Thesis)
  • Identifier: http://hdl.handle.net/10210/292386 , uj:31773
  • Description: M.Com. (Business Management) , Abstract: According to popular opinion, happy employees lead to happy customers. Many businesses are realising having great products and services are no longer enough. How organisations service their customers is as important as the products or services provided. Customer experience is therefore more than just managing customer interactions. It is putting customers at the centre of everything an organisation does, supported by a culture of engaged employees. Engaged employees are considered an important and influential factor in creating superior customer experiences. Despite of the increased attention, there is a lack of empirical research on customer experience and employee engagement in the academic literature on aspects relating to the drivers, measurement and value to organisations. This dissertation investigated the proposed relationship between employee engagement and customer experience in a South African financial services company. This study advances the current knowledge in the employee engagement and customer experience field of study by combining the constructs into a theoretical model. Employee engagement and the influence on customer experience of the service interaction are postulated to influence total customer experience and business success. Data was collected using two surveys from 386 customer respondents and 82 employee respondents. The collective data was empirically tested using Structural Equation Modelling. The conceptual model examines various pre-requisites of employee engagement, linking resources to customers' perceived level of service employees’ performance (service interaction). The model further examines employee engagement as a dynamic and important variable influencing total customer experience. The results indicate a positive relationship exists between climate and culture, employee engagement and customer experience of the service interaction.
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Die impak van dienskwaliteit, kliënteretensie en werknemersretensie op die markaandeel en winsgewendheid van 'n finansiële instelling

  • Authors: Seaman, Christiaan Hendrik Jakobus
  • Date: 2015-03-02
  • Subjects: Consumer satisfaction , Financial institutions - Quality control , Financial institutions - Customer services , Financial institutions - Employees , Job satisfaction , Employee motivation , Customer services - Quality control
  • Type: Thesis
  • Identifier: uj:13404 , http://hdl.handle.net/10210/13413
  • Description: D.Com. (Marketing Management) , The size of South Africa's banking industry grew from R398 billion in 1995 to R471 billion in 1996 while banking transactions totalled R58 634 billion during 1996. Like most other service companies, the banking industry also experiences customer turnover. During the period March 1995 to February 1996 customer switch, which refers to the closing of an account at one institution and the opening of a new account at another institution, by clients of all banks amounted to 4,9 percent. Mutual interaction between a service provider and a client is a very important determinant of customer satisfaction with a service. It is therefore important for the company to focus on the retention of customers because it is more profitable to retain a customer rather than recruiting new customers. Customer switching can damage the future stream of income of a company. The loss of a customer therefore, is not only one transaction, the company looses a life long stream of income. Customer satisfaction therefore influences the primary source of future income of most companies directly. Quality service is of utmost importance for the success and survival of companies in today's competitive environment. To be successful it is necessary for each department within the company to operate effectively and to be client orientated. Companies believe that they will be more profitable if a marketing orientation is established within the company. Employees must therefore, understand their role in the total service chain. A client's perception of a service becomes reality when he/she experiences the service during a service encounter where interaction between the customer and the company takes place with the employee as intermediary.
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Evaluating the service quality within the aftermarket components industry in South Africa

  • Authors: Van Coller, Riana
  • Date: 2012-09-12
  • Subjects: Customer services - Management , Consumer satisfaction , Customer relations , Service industries - Quality control , Service industries - Customer services
  • Type: Thesis
  • Identifier: http://ujcontent.uj.ac.za8080/10210/382548 , uj:10108 , http://hdl.handle.net/10210/7491
  • Description: M.Comm. , Previously the engine components industry relied on being in the game by competing on product availability, product quality and pricing. The cost of not having customer driven strategic plans created certain drawbacks. These include: the use of crisis management (companies being reactive rather than proactive), diverse directions being taken and redundancy, loss of competitive edge and openness to outside influences. Local component manufacturers have to reduce their dependence on OEM manufacturing alone. This means that they will have to move into the after market, locally and overseas, and export more to foreign OEMs and component producers. Those who do not make the transition will have to diversify or close their doors. The result is that South African engine component companies do not only have to adapt to the reality of pricing pressure of intense competition, but also have to adapt to the increased service expectations of customers on all levels. Service quality can be defined as the extent of discrepancy between customers' expectations and their perceptions (Zeithaml, et al, 1990: 19). The question arises whether engine component companies in the current climate are basing their competitive advantage on a customer-orientated culture with an inner driving force. Service quality is an abstract and elusive concept, because it is intangible, heterogeneous and inseparable from production and consumption. In the process of growing towards customer retention and moving away from the initial concept of just providing customer satisfaction through product availability, product quality, basic service and pricing, superior service quality must be obtained. The measurement of perceived service quality within the engine component industry has not received much attention up till now. This dissertation addresses the problem of measuring the current quality of service (in the engine component industry), and provides guidelines on closing existing gaps. The objectives of the study can be summarised as follows: To assess the service expectations of engine component suppliers' customers. To assess customer perceptions of the performance of the engine component suppliers. To assess which customer - orientated strategies are perceived to be employed by engine component suppliers. To assess how engine component suppliers can narrow or eliminate the customerprovider gaps that exist.
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Supply chain responsiveness as a means to a sustainable competitive advantage in the manufacturing sector

  • Authors: Mailula, Onicca
  • Date: 2016
  • Subjects: Business logistics - Management , Customer services , Consumer satisfaction , Production management , Just-in-time systems
  • Language: English
  • Type: Masters (Thesis)
  • Identifier: http://hdl.handle.net/10210/225753 , uj:22809
  • Description: M.Com. (Business Management) , Abstract: The aim of this study is to determine if supply chain responsiveness, or the ability for an organisation to respond to customer needs or market signals, has an impact on competitive advantage in the manufacturing sector. The case study is conducted at company GSC which is a supplier with market dominance in the carbohydrate sector. A survey was distributed to the employees to gauge their perception of responsiveness in the organisation. A different survey was distributed among customers to gauge their perceptions about the responsiveness of company GSC. The study also investigates drivers and attributes that enable responsiveness in the organisation. Improved production reliability is an important driver for supply chain responsiveness at company GSC according to the findings of the study. Production reliability impacts product availability which in turn influences the ability of the organisation to meet customer needs. The major source of competitive advantage for company GSC is local market presence and the ability to meet customer needs, which defines supply chain responsiveness and will provide a barrier for competition. The study also indicates that if customer needs are met in all dimensions of quality, quantity and timeliness, supply chain responsiveness criteria is achieved.
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Assessing service quality in business-to-business relationships within the international telecommunications carrier market.

A multidimensional customer value model for the high fashion retail industry

  • Authors: Strydom, Elmarie
  • Date: 2015-05-14
  • Subjects: Marketing , Retail trade , Consumer satisfaction , Fashion merchandising
  • Type: Thesis
  • Identifier: uj:13601 , http://hdl.handle.net/10210/13747
  • Description: Ph.D. (Marketing Management) , As more retailers gain access to similar technologies, information and processes, it is becoming increasingly difficult to establish a sustainable competitive advantage in the marketplace, ensure customer satisfaction and encourage repurchase intention. This is especially true for high fashion retailers, since their higher margin customers have greater expectations to receive value from these high fashion retailers. To succeed in a highly competitive marketplace, high fashion retailers must become adept not just at providing quality products, but also at providing value to their customers. Only those businesses that truly offer the value that customers want and expect, remain competitive in the long term and are able to increase customer satisfaction levels. Higher levels of customer satisfaction leads to improved repurchase intention. It is therefore important for high fashion retailers to ensure that they offer value to their customers. Despite research undertaken in customer value, much debate still exists as to what contributes to customer value and what the relevant customer value dimensions are. Customer value is of managerial interest to high fashion retailers, as these retailers need to identify the dimensions they should focus on to increase the value they are delivering to their customers in order to obtain or retain a sustainable competitive advantage. Customer value leads to customer satisfaction and customer satisfaction in turn is a strong indicator of repurchase intention. This study therefore focuses on uncovering the concept of customer value, with specific emphasis on determining the underlying customer value dimensions from the perspective of the customer shopping at high fashion retail stores. The aim of this study is to propose a multidimensional model of customer value for high fashion retailers, including the interrelationship between customer value, customer satisfaction and repurchase intention.....
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Improving company throughput at a South African company

  • Authors: Motebele, Makhala Mpho , Mbohwa, Charles
  • Date: 2013
  • Subjects: Customer loyalty , Consumer satisfaction , Branding (Marketing)
  • Type: Article
  • Identifier: uj:6171 , ISSN 2010-3778 , http://hdl.handle.net/10210/13778
  • Description: Research has largely concentrated on customer responses to the products they have received from tiger brands. The present study sheds light on the determinants of customer loyalty to a content-based service, improving company business processes and optimum productivity in a manufacturing company. General fundamentals of productivity must build a loyal customer base in order to attract repeat business and have a competitive advantage over competitors. Need fulfillment, responsiveness, security and technical functionality of the company are shown to influence productivity. Managerial implications are provided.
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