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Assessment of quality of service at the main laboratory of the LAB aimed at satisfying internal customer needs

Consumer tipping : a study of the car guarding industry

  • Authors: Saunders, Stephen G. , Petzer, Danie J.
  • Date: 2009
  • Subjects: Tipping , Service quality , Car guards
  • Type: Article
  • Identifier: uj:6226 , ISBN 1-86308-158-5 , http://hdl.handle.net/10210/5316
  • Description: The act of guarding a car at a public parking space is a common service offered by "car guards" in Southern Africa. The car guard normally relies solely on tips in return for the service given. The objective of this research study is to better understand the predictors of consumer tipping decisions. More specifically this study examines, from a consumer decision making perspective, the role that service quality, personal norms and social norms play in determining a consumers' decision to tip car guards. The results showed that service quality and personal norms were significant predictors of tip size, while social norms are not significant predictors of tip size. The study discusses the theoretical and practical implications of these findings.
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Customer perceptions of private banking products and services in a South African bank

  • Authors: Vilakazi, Zwelithini S. , Muofhe, Nnditsheni John , Dhliwayo, Shepherd
  • Date: 2019
  • Subjects: Customer perceptions , Service quality , Sustomer value
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/405700 , uj:34078 , Citation: Vilakazi, Z.S., Muofhe, N.J. & Dhliwayo, S. 2019. Customer perceptions of private banking products and services in a South African bank.
  • Description: Abstract: The purpose of the study is to determine customers’ perceptions of the quality of private banking products and services offered by X Private Bank (BPB). Private banking clients have attained a certain level of wealth along with definitive, uncompromising perceptions of service quality. The private banking clients under study are retail banking customers at Bank X. The decline in retail banking customers at Bank X has prompted the need to determine these private banking customers’ perceptions of service quality. Customer attrition suggests that customers may hold specific negative perceptions of the service quality of the institution. The quantitative research method was used in this study. Quantitative data was collected that provides valid and reliable statistical analysis to prove or disapprove the set propositions. The adapted SERVQUAL instrument was used to conduct face-to-face interviews to gather insights into customers’ perceptions. The study found that BPB clients hold positive perceptions of the quality of private banking services. The customers provided positive feedback on the number of dimensions of the SERVQUAL instrument, with the exception of responsiveness and empathy.
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Integrating service quality as a second-order factor in a customer satisfaction and loyalty model

  • Authors: Nunkoo, Robin , Teeroovengadum, Viraiyan , Thomas, Peta , Leonard, Llewellyn
  • Date: 2017
  • Subjects: Service quality , Confirmatory factor analysis , Service qImage
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/256020 , uj:26868 , Citaion: Nunkoo R., Teeroovengadum, V., Thomas, P., & Leonard, L. (2017). Integrating Service Quality as a Second-Order Factor in a Customer Satisfaction and Loyalty Model. International Journal of Contemporary Hospitality Management, 29(12), 2978- 3005.
  • Description: Abstract: Purpose – The study conceptualizes service quality as a second-order factor and analyzes its influence on customer satisfaction, perceived value, image, consumption emotions and customer loyalty by testing a structural equation model. Design/methodology/approach – The model is tested using data collected from 672 guests staying in accommodation establishments located in South Africa. The study follows a hierarchical approach using confirmatory factor analysis to test the second-order factor model and structural equation modeling to test the overallmodel. Findings – The results indicate that the second-order factor model is acceptable both empirically as well as conceptually and performs better than other competing models of service quality. The findings provide support for all hypotheses and evidence of a structural model with a high explanatory power. Research limitations/implications – The second-order factor model is less useful when fine-grained analyses are needed, such as when a detailed assessment of the level of quality of service offered by a hospitality organization is required. Practical implications – The second-order factor model allows for an analysis of service quality at different levels of abstraction. Accommodation managers interested in customers’ evaluation of service on a cumulative basis can make use of the global measure to determine service quality evaluations. Practitioners can also use the findings to manage the different dimensions of service quality. Originality/value – The study demonstrates that service quality is best represented as a second-order factor, and in doing so, it provides an improved measurement of the construct. More so, by integrating the variable in a nomological network, the research develops a more parsimonious model than the existing ones.
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Internal marketing, service quality and customer satisfaction : an Islamic banking perspective

  • Authors: De Bruin, L. , Roberts-Lombard, M. , De Meyer-Heydenrych, C. F.
  • Date: 2020
  • Subjects: Internal marketing , Service quality , Customer satisfaction
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/461085 , uj:41052 , Citation: De Bruin, L., Roberts-Lombard, M. & De Meyer-Heydenrych, C.F. 2020. Internal marketing, service quality and customer satisfaction : an Islamic banking perspective.
  • Description: Abstract: Purpose – The study explores the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman. Additionally, the influence of perceived service quality on customer satisfaction is established. Design/methodology/approach – Data was obtained from retail banking branch employees at the customer front line of Islamic banks in Oman using electronic and person-administered surveys, and 272 responses were deemed suitable for data analysis. The measurement and structural models were measured through Structural Equation Modelling. Findings – The findings show that internal promotion, internal process and internal purpose are enablers of employees’ perceived ability to deliver service quality in the Islamic banking industry of Oman. In addition, service quality was found to have a strong positive influence on customer satisfaction in Islamic banks. Research implications – This study demonstrates that internal product, internal price, internal promotion, internal process and internal purpose are influencers of service quality, and the latter has a direct relationship with customer satisfaction in Islamic banking. Managerial implications – The findings can guide the Islamic banking sector in Oman on how internal marketing can foster service quality, ultimately leading to positive customer satisfaction experiences. Originality/value – The internal marketing mix model is predominately a western model, which has been tested primarily in mature western markets. This study reflects on 10 internal marketing mix elements, which have been tested for the enablement of service quality and customer satisfaction in Oman.
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Investigating the quality of university education : a focus on supply chain management

  • Authors: Mageto, Joash , Luke, Rose , Heyns, Gert
  • Date: 2020
  • Subjects: Service quality , Supply chain education , Factor analysis
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/452737 , uj:39941 , Citation: Mageto, J., Luke, R. & Heyns, G. 2020. Investigating the quality of university education : a focus on supply chain management.
  • Description: Abstract: While the quality of higher education has received attention from researchers globally, its focus has been mainly on universities in ‘developed country’ contexts. There has been limited research on the quality of higher education in African universities, and even less that has focused on the discipline of supply chain management. In this paper, the quality of supply chain education of five universities in Kenya is investigated using a SERVPERF model. Data were collected through a structured questionnaire administered to 781 students enrolled for a supply chain management qualification. The data were analysed through confirmatory factor analysis and one-way analysis of variance. The findings are fourfold: (1) the service quality of supply chain education is at medium level in terms of the SERVPERF metrics; (2) four dimensions were identified by students as the most important aspects of service quality: course-centeredness, academic and support staff helpfulness, service excellence and learning facilities; (3) a four-factor SERVPERF model of supply chain service quality is developed and (4) service quality was significantly different across the selected universities. Although the service quality was rated at a medium level overall, the variability in quality across universities should alert educators and management to the need for a coordinated effort to improve particular aspects of students’ learning experiences. The study contributes to the body of knowledge by establishing that SERVPERF is a four-factor model in the higher education sector.
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Measuring commuters perceptions of service quality of selected public bus services in the City of Johannesburg

  • Authors: Luke, R. , Heyns, G.
  • Subjects: SERVQUAL , Public transport , Service quality
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/238729 , uj:24504 , Citation: Luke, R. & Heyns, G. 2017. Measuring commuters perceptions of service quality of selected public bus services in the City of Johannesburg.
  • Description: Abstract: The quality of public transport services receives frequent media coverage and is often the cause of civil unrest. Whilst the developed world moves towards lower car usage and higher levels of public transport use, South Africa’s public transport system remains unable to provide the commuter with an attractive alternative to the private car. This paper uses a modified SERVQUAL model to consider the gap between commuters’ perceptions of service quality and their expectations. The study measures five dimensions of service quality, i.e. reliability, the extent of the service, comfort, safety and affordability. These five dimensions comprise 25 attributes in total. Respondents were targeted from the Greater Johannesburg area, as the largest urban population in the country. The results indicate gaps in some of the dimensions and a number of attributes were identified as having influenced the perception of service quality significantly enough to lead to customer dissatisfaction. The study provides public transport operators and government departments responsible for the provision and subsidisation of public transport with a tool characterised by a good degree of openness and flexibility, to fit individual needs. It might also be of interest for practitioners wishing to explore the main drivers of satisfaction among transport users. Recommendations for improvement in service quality have been made.
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The interrelationship between internal marketing, employee perceived quality and customer satisfaction – a conventional banking perspective

The perceived service quality, satisfaction and behavioural intent towards cellphone network service providers : a generational perspective

  • Authors: Petzer, D. J. , De Meyer, C. F.
  • Date: 2011-09
  • Subjects: Generation X , Generation Y , Service quality , Service satisfaction , Cellphone network service providers , Baby boomers
  • Type: Article
  • Identifier: uj:5781 , ISSN 1993-8233 , http://hdl.handle.net/10210/7788
  • Description: The importance of providing customers with quality services in order to satisfy them and encourage future purchases is well documented in literature. Yet, the cellphone network provider industry of South Africa seems to be riddled with service quality problems. This study aims to determine different generations’ perceived service quality of services and satisfaction levels with services provided by cellphone network service providers, as well as their behavioural intentions towards these providers. The study furthermore examines the correlations between these three constructs and uncovers significant differences between different generations. Data was collected from 2339 respondents by means of a self-administered questionnaire. Young Generation Y consumers perceive the service quality levels and service satisfaction levels of these providers as significantly lower than other generations. This is also true for their behavioural intent. Significant correlations also exist between the generations’ perceived level of service quality they experience, their perceived level of satisfaction with, and their behavioural intent towards providers. This implies that providers should strongly focus their efforts on satisfying the needs, and improving the service satisfaction of young Generation Y consumers in order to retain them in the future. Providers should also vary marketing strategies based upon the differences uncovered between the generations.
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The relationship between the implementation of quality management practices and service quality in the South African financial service industry

Understanding service quality and patient satisfaction in private medical practice : a case study

  • Authors: Peer, Mohammed , Mpinganjira, Mercy
  • Date: 2011
  • Subjects: Private medical care - South Africa - Johannesburg - Evaluation , Health services - South Africa - Johannesburg - Evaluation , Service quality , Patient satisfaction
  • Type: Article
  • Identifier: uj:5898 , ISSN 1993-8233 , http://hdl.handle.net/10210/8017
  • Description: Understanding customers’ views on service quality is critical for any service provider interested in ensuring that they are being responsive to clients. Patients’ service quality perceptions are however often given little or no attention in health service quality improvement programs. In this study data was collected from 220 patients of a private medical practice. The focus was on patients’ service quality perceptions and how these relate to overall satisfaction as well as future behavioural intentions. The findings show that patients’ perceptions on service quality play a significant role in determining their overall satisfaction with a service provider and that patients’ overall satisfaction is critical in determining their future positive behavioural intentions towards a service provider. The implications of the findings are that there is need for patients’ voice to start playing a greater role in the design and evaluation of health care service improvement programs more so in private medical practices.
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‘Technology as a trusted companion for accountants and business professionals in the business unusual environment’

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