The measurement of customer service quality as a competitive strategy in an industrial environment
- Authors: Hickers, Melvin
- Date: 2012-08-27
- Subjects: Customer services - Quality control
- Type: Thesis
- Identifier: uj:3231 , http://hdl.handle.net/10210/6641
- Description: M.Tech. , This study deals with the measurement of customer service quality in an industrial environment. The concept was to measure service quality and then develop a competitive strategy based on this. The mechanism used is the SERVQUAL model. Subsequently reengineering aspects of customer service based on the findings is proposed as a competitive advantage. The study is diagnostic in nature offering insights on the application of a well researched service quality model in an industrial environment. The study was undertaken due to the necessity and position that the research organisation found itself in. Critical factors, that shaped the business environment contributed to the choice of the research. These being : Change Customers Competitors Michael E. Porter shows, in his book Competitive Advantag, creating and sustaining superior performance, that two competitive advantages can be accessed by most organisations, these being cost leadership and differentiation. Adding to this three generic strategies enable competitive advantage(s) through : Cost leadership (low cost production) Differentiation Focus. Based on the above the first and the last strategy, cost leadership and focus respectively, was not feasible for the organisation. The first strategy failed the sustainability hurdle while the last strategy was not entirely applicable. The answer emanated in differentiating from competitors. It was decided to differentiate on customer service. Research was conducted through questionnaires derived from the SERVQUAL model. The original customer questionnaire was modified to suit the research context, an industrial environment. Primary data was gathered via face to face interviews from a sample of 70 customers and 30 employees inclusive of management. Subsequently data was analysed by the SPSS statistical package. Findings are discussed, supported by tables and figures. The conclusions of this study shows that : o The SERVQUAL model is valid and reliable in an industrial environment. o The customer service as it exists is deficient substantiated by negative SERVQUAL gaps. A reengineering intervention can be applied to specific areas based on the findings. The competitive advantage aspect of reengineering customer service in future using the present gaps asbenchmarks
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- Authors: Hickers, Melvin
- Date: 2012-08-27
- Subjects: Customer services - Quality control
- Type: Thesis
- Identifier: uj:3231 , http://hdl.handle.net/10210/6641
- Description: M.Tech. , This study deals with the measurement of customer service quality in an industrial environment. The concept was to measure service quality and then develop a competitive strategy based on this. The mechanism used is the SERVQUAL model. Subsequently reengineering aspects of customer service based on the findings is proposed as a competitive advantage. The study is diagnostic in nature offering insights on the application of a well researched service quality model in an industrial environment. The study was undertaken due to the necessity and position that the research organisation found itself in. Critical factors, that shaped the business environment contributed to the choice of the research. These being : Change Customers Competitors Michael E. Porter shows, in his book Competitive Advantag, creating and sustaining superior performance, that two competitive advantages can be accessed by most organisations, these being cost leadership and differentiation. Adding to this three generic strategies enable competitive advantage(s) through : Cost leadership (low cost production) Differentiation Focus. Based on the above the first and the last strategy, cost leadership and focus respectively, was not feasible for the organisation. The first strategy failed the sustainability hurdle while the last strategy was not entirely applicable. The answer emanated in differentiating from competitors. It was decided to differentiate on customer service. Research was conducted through questionnaires derived from the SERVQUAL model. The original customer questionnaire was modified to suit the research context, an industrial environment. Primary data was gathered via face to face interviews from a sample of 70 customers and 30 employees inclusive of management. Subsequently data was analysed by the SPSS statistical package. Findings are discussed, supported by tables and figures. The conclusions of this study shows that : o The SERVQUAL model is valid and reliable in an industrial environment. o The customer service as it exists is deficient substantiated by negative SERVQUAL gaps. A reengineering intervention can be applied to specific areas based on the findings. The competitive advantage aspect of reengineering customer service in future using the present gaps asbenchmarks
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HIV/AIDS and the temporary employment service industry
- Authors: Schreiber-Lok, Desiree
- Date: 2012-08-13
- Subjects: AIDS (Disease) - Economic aspects , Temporary employment
- Type: Thesis
- Identifier: uj:9037 , http://hdl.handle.net/10210/5501
- Description: M.B.A. , HIV/AIDS and the impact of this disease on the bottom line of companies is currently a very topical issue. This study deals with the economic impact of HIV/AIDS on companies, if they make use of the services of temporary employment service providers. The current impact of the disease on companies and the state of the temporary employment services industry in South Africa was analysed, based on existing literature. As part of the study a survey was conducted to determine the perceptions that currently exist in the market with regards to the use of temporary employment service providers and the impact of HIV/AIDS on companies. The results from the study showed that companies could obtain advantages from using temporary employment service providers. The study however further found that even though companies understood that there could be economic advantages for them in using temporary employment services, they were still reluctant to do so. Companies further indicated that the impact of HIV/AIDS on their bottom line would increasingly have a more negative impact over the next ten years.
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- Authors: Schreiber-Lok, Desiree
- Date: 2012-08-13
- Subjects: AIDS (Disease) - Economic aspects , Temporary employment
- Type: Thesis
- Identifier: uj:9037 , http://hdl.handle.net/10210/5501
- Description: M.B.A. , HIV/AIDS and the impact of this disease on the bottom line of companies is currently a very topical issue. This study deals with the economic impact of HIV/AIDS on companies, if they make use of the services of temporary employment service providers. The current impact of the disease on companies and the state of the temporary employment services industry in South Africa was analysed, based on existing literature. As part of the study a survey was conducted to determine the perceptions that currently exist in the market with regards to the use of temporary employment service providers and the impact of HIV/AIDS on companies. The results from the study showed that companies could obtain advantages from using temporary employment service providers. The study however further found that even though companies understood that there could be economic advantages for them in using temporary employment services, they were still reluctant to do so. Companies further indicated that the impact of HIV/AIDS on their bottom line would increasingly have a more negative impact over the next ten years.
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Service quality expectations and perceptions of staff and customers at travel agencies, Gauteng
- Authors: Beedassy, Ray
- Date: 2012-08-28
- Subjects: Customer services , Travel agents - Customer services
- Type: Thesis
- Identifier: uj:3274 , http://hdl.handle.net/10210/6680
- Description: M.B.A. , In recent years South African travel industry has been facing ferocious competition. The competitive business environment has driven managers to consider the performance of their organizations in order to increase market share, or in other words, improve the quality of service as the ultimate weapon for achieving high performance. The delivery of service quality to customers requires a congruence in the perceptions of the customers and the providers of service. The aim of this research is to examine if there are any statistically significant differences in the perceptions of received service between the three major groups i.e. the customers, the staff and the managers of travel agencies. The information was gathered by means of a mail survey. A questionnaire was developed (based on SERVQUAL), where all possible answers of respondents were pre-specified and standardized, in order to ease the comparison of responses. The findings of the research revealed significant differences between the perceptions of customers and staff and that of managers and staff of the travel agencies but not between managers and customers. Of most concern, were the differences in the perceptions of the dimension of reliability, which was considered the most important dimension by the customers. Therefore, the managers of travel agencies in South Africa need to devise strategies and seriously consider the issue of internal marketing to achieve this alignment in the perceptions
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- Authors: Beedassy, Ray
- Date: 2012-08-28
- Subjects: Customer services , Travel agents - Customer services
- Type: Thesis
- Identifier: uj:3274 , http://hdl.handle.net/10210/6680
- Description: M.B.A. , In recent years South African travel industry has been facing ferocious competition. The competitive business environment has driven managers to consider the performance of their organizations in order to increase market share, or in other words, improve the quality of service as the ultimate weapon for achieving high performance. The delivery of service quality to customers requires a congruence in the perceptions of the customers and the providers of service. The aim of this research is to examine if there are any statistically significant differences in the perceptions of received service between the three major groups i.e. the customers, the staff and the managers of travel agencies. The information was gathered by means of a mail survey. A questionnaire was developed (based on SERVQUAL), where all possible answers of respondents were pre-specified and standardized, in order to ease the comparison of responses. The findings of the research revealed significant differences between the perceptions of customers and staff and that of managers and staff of the travel agencies but not between managers and customers. Of most concern, were the differences in the perceptions of the dimension of reliability, which was considered the most important dimension by the customers. Therefore, the managers of travel agencies in South Africa need to devise strategies and seriously consider the issue of internal marketing to achieve this alignment in the perceptions
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Corporate governance within emerging entrepreneurs
- Authors: Ginindza, Lindiwe
- Date: 2012-08-21
- Subjects: Corporate governance , Small business - Management
- Type: Thesis
- Identifier: uj:2903 , http://hdl.handle.net/10210/6333
- Description: M.B.A. , The focus on small and medium sized enterprises in South Africa stems from the recognition throughout the world of the importance of small business to a nation's economy, particularly through their creation of additional employment opportunities. The slow growth in employment in the South African economy has accelerated the need for emerging entrepreneurs to play a stronger role in job creation, income generation and growth. These enterprises accounted for about 60% of total employment in 1997. The adoption of sound corporate governance practises is very significant for the continued success of small and medium enterprises. Enterprises must place a lot of emphasis on corporate governance in order to survive in the economy. Corporate governance is seen as enhancing return on capital through increased accountability. Corporate governance is good to have and also good for the continued success of an enterprise. The benefits to be derived from the adoption of sound corporate practises and conduct more than outweigh the costs of implementation. Good governance leads to competitive advantage in the market place, improved efficiency and effectiveness, increased shareholder value and increased market value. To determine the requirements that emerging entrepreneurs need to comply with in order to improve productivity, efficiency and credibility, a research study was conducted to investigate the perceptions and attitudes of the entrepreneurs towards corporate governance. In addition, the study also focused on the benefits to be derived by emerging entrepreneurs from the introduction of corporate governance and the suitable effectiveness criteria for corporate governance within emerging entrepreneurs. The research was limited to 40 small and medium sized enterprises within the Gauteng area, which is one of the 9 provinces in South Africa. The responses indicated that a majority of the entrepreneurs are ignorant of the subject of corporate governance. The ii few entrepreneurs who are familiar with corporate governance had different views or attitudes on the subject. The majority of the respondents, who responded positively, believe that there are a lot of benefits to be derived from the introduction of corporate governance within their enterprises. It is also interesting to note that some of the entrepreneurs who stated that they were ignorant of the subject of corporate governance have in fact implemented some of the recommendations as set out in the Code of corporate practises and conduct.
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- Authors: Ginindza, Lindiwe
- Date: 2012-08-21
- Subjects: Corporate governance , Small business - Management
- Type: Thesis
- Identifier: uj:2903 , http://hdl.handle.net/10210/6333
- Description: M.B.A. , The focus on small and medium sized enterprises in South Africa stems from the recognition throughout the world of the importance of small business to a nation's economy, particularly through their creation of additional employment opportunities. The slow growth in employment in the South African economy has accelerated the need for emerging entrepreneurs to play a stronger role in job creation, income generation and growth. These enterprises accounted for about 60% of total employment in 1997. The adoption of sound corporate governance practises is very significant for the continued success of small and medium enterprises. Enterprises must place a lot of emphasis on corporate governance in order to survive in the economy. Corporate governance is seen as enhancing return on capital through increased accountability. Corporate governance is good to have and also good for the continued success of an enterprise. The benefits to be derived from the adoption of sound corporate practises and conduct more than outweigh the costs of implementation. Good governance leads to competitive advantage in the market place, improved efficiency and effectiveness, increased shareholder value and increased market value. To determine the requirements that emerging entrepreneurs need to comply with in order to improve productivity, efficiency and credibility, a research study was conducted to investigate the perceptions and attitudes of the entrepreneurs towards corporate governance. In addition, the study also focused on the benefits to be derived by emerging entrepreneurs from the introduction of corporate governance and the suitable effectiveness criteria for corporate governance within emerging entrepreneurs. The research was limited to 40 small and medium sized enterprises within the Gauteng area, which is one of the 9 provinces in South Africa. The responses indicated that a majority of the entrepreneurs are ignorant of the subject of corporate governance. The ii few entrepreneurs who are familiar with corporate governance had different views or attitudes on the subject. The majority of the respondents, who responded positively, believe that there are a lot of benefits to be derived from the introduction of corporate governance within their enterprises. It is also interesting to note that some of the entrepreneurs who stated that they were ignorant of the subject of corporate governance have in fact implemented some of the recommendations as set out in the Code of corporate practises and conduct.
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The effectiveness and efficiency of the training programmes run by the training and development section in the Office of the Auditor General
- Authors: Sing, Lovell
- Date: 2012-08-13
- Subjects: Employees -Training of - Evaluation , Training programmes
- Type: Thesis
- Identifier: uj:9122 , http://hdl.handle.net/10210/5579
- Description: M.B.A. , The intention of the study is to determine the effectiveness and efficiency of the training programmes run by the Training and Development section in the Office of the Auditor General (OAG). Entering into the 21st century in South Africa, training and development has emerged in business as the way to create employment and develop skills. Worldwide the economy is on a fast path of globalisation. Due to globalisation and the changes required in global markets, training and development is the driving force to meet the demand for technical staff and highly skilled workers to meet with economic challenges. The majority of the South African labour force requires new or significantly expanded skills to keep up with the demands of their jobs. This includes new technology, management, customer service and basic skills training. Through training, employees gain skills, abilities, knowledge and attitudes that help them perform effectively in present and future jobs. The literature examined the determination of training needs, developing training programmes, selection of trainees, training objectives, different training programmes, presentation of training, conditions for effective training, the training practitioner and the evaluation of training. The findings of the research have assessed the functional value of the training from literature; determined the attitudes of the participants in the training programmes; ascertained that the emotional needs of the participants have been met; determined that training and communication within the OAG is adequately managed and determined that training and customer service are sufficiently interfaced.
- Full Text:
- Authors: Sing, Lovell
- Date: 2012-08-13
- Subjects: Employees -Training of - Evaluation , Training programmes
- Type: Thesis
- Identifier: uj:9122 , http://hdl.handle.net/10210/5579
- Description: M.B.A. , The intention of the study is to determine the effectiveness and efficiency of the training programmes run by the Training and Development section in the Office of the Auditor General (OAG). Entering into the 21st century in South Africa, training and development has emerged in business as the way to create employment and develop skills. Worldwide the economy is on a fast path of globalisation. Due to globalisation and the changes required in global markets, training and development is the driving force to meet the demand for technical staff and highly skilled workers to meet with economic challenges. The majority of the South African labour force requires new or significantly expanded skills to keep up with the demands of their jobs. This includes new technology, management, customer service and basic skills training. Through training, employees gain skills, abilities, knowledge and attitudes that help them perform effectively in present and future jobs. The literature examined the determination of training needs, developing training programmes, selection of trainees, training objectives, different training programmes, presentation of training, conditions for effective training, the training practitioner and the evaluation of training. The findings of the research have assessed the functional value of the training from literature; determined the attitudes of the participants in the training programmes; ascertained that the emotional needs of the participants have been met; determined that training and communication within the OAG is adequately managed and determined that training and customer service are sufficiently interfaced.
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The use of competitive intelligence by companies in South Africa as a tool to inform corporate decision making
- Authors: Kloppers, Christo
- Date: 2012-08-27
- Subjects: Business intelligence , Decision-making , Competitive intelligence
- Type: Thesis
- Identifier: uj:3194 , http://hdl.handle.net/10210/6608
- Description: To determine the extent to which Competitive Intelligence is used by South African companies to achieve a competitive advantage
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- Authors: Kloppers, Christo
- Date: 2012-08-27
- Subjects: Business intelligence , Decision-making , Competitive intelligence
- Type: Thesis
- Identifier: uj:3194 , http://hdl.handle.net/10210/6608
- Description: To determine the extent to which Competitive Intelligence is used by South African companies to achieve a competitive advantage
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Business process re-engineering: improving business operations
- Authors: Mothobi, Mohlomi
- Date: 2009-06-09T08:05:09Z
- Subjects: Reengineering (Management) , Organizational change
- Type: Thesis
- Identifier: uj:8456 , http://hdl.handle.net/10210/2618
- Description: M.B.A.
- Full Text: false
- Authors: Mothobi, Mohlomi
- Date: 2009-06-09T08:05:09Z
- Subjects: Reengineering (Management) , Organizational change
- Type: Thesis
- Identifier: uj:8456 , http://hdl.handle.net/10210/2618
- Description: M.B.A.
- Full Text: false
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