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

- Aliyu, Kabiru Mohammed

  • 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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Private banking customers' perceptions of retention strategies

- Basson, Gerhardus Coenraad

  • Authors: Basson, Gerhardus Coenraad
  • Date: 2012-06-04
  • Subjects: Banks and banking - Customer services , Consumer satisfaction , Customer retention
  • Type: Mini-Dissertation
  • Identifier: uj:2373 , http://hdl.handle.net/10210/4828
  • Description: M.Comm. , There has been a great deal of attention paid to the issue of customer acquisition, but less has been paid to customer retention. Ang and Buttle (2006:83) highlight that while customer retention has been a significant topic since the mid – 1990s, little research has been conducted into management processes that are associated with excellent customer retention performance. The banking industry has gone through major changes in the past years, due to technology enhancement and mergers. Competition is based on lower interest rates, payment terms and costs, factors which have had a major effect on the retention of customers. This poses the question how private banks go about retaining customers.
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Supply chain performance and customer service in the mining explosives industry

- Buthelezi, Thandeka Zamashenge

  • Authors: Buthelezi, Thandeka Zamashenge
  • Date: 2018
  • Subjects: Business logistics , Risk management , Customer services , Explosives industry , Consumer satisfaction
  • Language: English
  • Type: Masters (Thesis)
  • Identifier: http://hdl.handle.net/10210/292134 , uj:31742
  • Description: Abstract: In the mining industry that is plagued with increased competition and low profitability, gaining a competitive advantage is a mammoth task as the mining customers are faced with decreasing profit margins due to declining commodity prices and increases in critical cost drivers. Thus, there has been increased focus on more profitable production, which has meant an increased focus on a reliable supply of cost effective input materials such as explosives. Therefore, an explosives supplier should aim to offer a product and service which will optimise the mine’s costs. However, there is limited competitive advantage that can be derived from cost strategies (Naoui, 2014), thus many have opted to look for differentiation strategies through enhanced customer experience (Gonzalez, 2017). This research is aimed at investigating how the supply chain performance of an explosives supplier affects the quality of service rendered to mining customers. The study is also aimed at determining what supply chain risk mitigation strategies can be used to improve the performance of the supply chain and the customer service thereafter. The research hypothesis is that “Supply chain risk management leads to a positive customer service experience” The hypothesis was to be proved by showing the effective management of supply chain risk increased supply chain performance which leads to an improvement in customer service experience. The research was conducted using a single method qualitative approach, where the qualitative primary data was derived from interviews with personnel from four distinct groupings within the explosives supply chain, which consisted of production and supply chain personnel, sales representative and customers. The interviews were aimed at determining the critical customer service attributes that represented the various service quality elements that the customers deem important to their business performance. The reader will benefit from the research as it highlights the risks that are inherent in the supply chain and shows how these risks can be mitigated with the implementation of supply chain performance measures to drive improved customer service experience. It provides insights into how to ensure improved customer service in stringent, highly regulated, supply chains and ultimately achieve competitive advantage. , M.Com. (Business Management)
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Towards a managed service encounter process as an instrument to improved customer satisfaction

- Buys, P.

Marketing guidelines based on quality service that secure customer added value

- De Clerq, Daniel Francois

A measurement of client satisfaction with services provided by Radiopark Studios to internal clients

- Dladla, David Toto

  • Authors: Dladla, David Toto
  • Date: 2014-07-23
  • Subjects: Consumer satisfaction , Customer relations
  • Type: Thesis
  • Identifier: uj:11742 , http://hdl.handle.net/10210/11469
  • Description: M.Tech. (Business Administration) , The purpose of this study was to determine the service quality perceptions of the internal clients who use Radiopark Studios' facilities. This subject is regarded as important in that Radiopark Studios now competes with outside facilities. Internal clients can hire studio facilities and personnel from different production houses. Radiopark Studios should, therefore, improve its clients relationship. The aim was to find out whether there were gaps between the internal clients' service expectations and the services delivered by Radiopark Studios. Zeithaml, Parasuraman, and Berry (1990) Servqual analysis was used as the primary theory base. The researcher investigated the following sections: • Booking office, • Production assistants, • Radio block (studios), • Technicians, • Radio main control, • Security and reception, and • Marketing. The main findings were that there were gaps between the service received by Radiopark Studios internal clients and the service they would like to get. It also showed that Radiopark Studios internal clients were receiving inconsistent service in that some were satisfied with the service delivery whereas others were dissatisfied. Recommendations are made in this report on how to close the service gaps identified in the study.
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Bestuurs- en klantpersepsie rakende dienslewering in die supermarkbedryf

- Ehlers, L.

  • Authors: Ehlers, L.
  • Date: 2012-08-16
  • Subjects: Customer services , Consumer satisfaction , Supermarkets -- Customer services
  • Type: Thesis
  • Identifier: uj:9441 , http://hdl.handle.net/10210/5873
  • Description: M.Comm. , Gegewe die agtergrond en die probleemstelling kan die studie soos volg geformuleer word: Die primere doelwit van die studie is om die gaping tussen die persepsie van supermarkbestuurders oor die diens wat gelewer word in hulle ondernemings en die persepsie van hul klante oor die diens wat werklik gelewer is, te ondersoek. Daarbenewens sou die studie ook bepaalde sekondere doelwitte he: 1.3.1. Om die belangrikheid van bestuursdeelname by die lewering van kwaliteit diens aan te dui. 1.3.2. Om aan te dui hoe belangrik goeie klantediens vir die algehele beeld en bemarking van die ondememing is. 1.3.3. Om vas te stel of bestuur die behoeftes van die klant in ag neem by die daarstel van 'n klantediensbeleid. 1.3.4. Om te bepaal of bestuur werklik bewus is van water kwaliteit klantediens in sy ondememing gelewer word. 1.3.5 Om te bepaal wat die verwagtinge is wat die klant koester met betrekking tot klantediens.
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Investigating client relationship needs and wants within the banking industry in South Africa

- Eksteen, Jacques

Value engineering within a changing telecommunication market

- Geyser, Deon

  • Authors: Geyser, Deon
  • Date: 2011-11-30
  • Subjects: Consumer satisfaction , Strategic planning , Organizational learning , Value analysis (Cost control) , Reengineering (Management) , Telecommunication management , Organizational change
  • Type: Thesis
  • Identifier: uj:1763 , http://hdl.handle.net/10210/4117
  • Description: M.Ing. , The telecommunications industry worldwide is experiencing massive downsizing activities as the mobile telecommunications market is flooded with mobile operators. In Europe and other leading countries world wide, fixed line operators are able to cover more than 90% of the population of the country and there is not such a necessity for a mobile service as in a country such as South Africa, where less than 50% of the population is connected to a fixed line operator. Together with many investors, planning to create substantial returns on investments saturated the communication market in these worldleading countries. When mobile data transfer, in the form of GPRS (General Packet Radios Services) and UMTS (Universal Mobile Telecommunication System), was developed it was estimated that the amount of mobile data transferred (via mobile operators) per annum would exceed the amount of data transferred by normal fixed line transport (fixed line operators). Many mobile cellular operators worldwide have invested in these technologies but their ROI (Return on Investment) is not nearly as good as was estimated in the initial feasibility study of the technologies. Together, these issues have had a negative impact on all the world leading mobile communication infrastructure suppliers, which had to downsize to accommodate the decrease in world business. Only 3rd world countries (such as in Africa) are still expanding their mobile networks and are creating some business opportunities for the world leading suppliers, but it is unfortunately not sufficient to sustain the current business. With the initial roll out of GSM (Global system for mobile communication) network infrastructure suppliers could ask what they want for the equipment and services supplied, as these were hard to imitate, but as the market grew, more competitors were able to meet their standards in equipment quality and better the price and service.
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Measuring the impact of perceived quality of service and price amongst restaurant customers in Johannesburg.

- Grobbelaar, Sarel Francois

Strategic advantage through customer value

- Harding, Vernon Victor

  • 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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The development of customer perceptions into multi-level regression-based impact measures for the improvement of customer loyalty

- Hoko, Martin

  • Authors: Hoko, Martin
  • Date: 2012-08-20
  • Subjects: Consumer satisfaction , Customer loyalty
  • Type: Thesis
  • Identifier: uj:2767 , http://hdl.handle.net/10210/6208
  • Description: M.B.A. , Straddling the tropic of Capricorn, land-locked Botswana spans a vast 581,730 square kilometres in area. The country shares borders with Namibia to the north and west, Zambia and Zimbabwe to the north-east, and South Africa to the east and south. The Botswana Central Statistics Office (CSO) estimate a 2001 population of 1,68 million with an annual growth rate of 2.4% (Annual Economic Report, (2003)). The population is concentrated mainly in the fertile eastern and southern one third of the country. The remaining two thirds of the country's land is covered with the thick sands of the Kgalagadi Desert. Rainfall in the country is sporadic and erratic. According to the 2001 National Census the urban population of the country stands at 52.1% with the capital Gaborone accounting for 10.1% of the country's population. Francistown, the second and only other city, accounts for 4.9% of the country's population. The remainder of the urban population is distributed among 14 smaller urban centres. Gaborone accounts for 26.9% of the country's population between the ages of 25 and 54 years (Annual Economic Report, 2003.) 1.1.2. Communication The communication network is fairly sophisticated with 19.4% of the county's roads paved. The telephone network is fully digital, with Internet, e-mail, fax facilities available in all major centres of the country. Telex, data-switching, satellite-link and voice-mail service are also available nationwide. There are two cellular phone service provides and eleven internet service providers (ISPs). There are 27 Batswana to a telephone. (See Table 1: Botswana Social Statistics 2001 Table 1: Botswana Social Statistics: 2001 Life Expectancy 65.2 Population per Physician 3448 Persons per telephone 27 Persons per radio 95 Daily Newspapers 1 Persons per vehicle 21 Paved roads % 19.4 Primary School numbers 330,767 Tertiary education numbers 128,744 Literacy rate % 70 (Source: Annual Economic Report: 2003) 1.1.3. Economic performance Domestic output, as measured by Gross Domestic Product (GDP), is estimated to have grown, in nominal terms from P16.54 billion (SAR 25,47 billion) in 2000/2001 to P16.91 billion (SAR 26,04 billion) in 2001/2002, representing an increase of 2.3%. The increase for the previous year had been 17.2% (Annual Economic Report 2003) A slump in mining, with a growth rate of 3.1% (17.2% the previous year) was the major contributor to the slow growth. Banks, Insurance and Business services also shared significant growth among the non-mining sectors of the economy. (See Table 2: Economic Structure).
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Changes in physical evidence and the perception of service quality of patients in a hospital facility

- Holder, Sophia Magrieta

  • Authors: Holder, Sophia Magrieta
  • Date: 2010-10-25T06:26:13Z
  • Subjects: Consumer satisfaction , Service industries , Health facilities , Hospitals , Hospital patients , Medical care
  • Type: Thesis
  • Identifier: uj:6931 , http://hdl.handle.net/10210/3441
  • Description: M.Comm. , Organisations could previously succeed on the basis of having customers, but now customers are more educated and aware of their rights. This makes them demanding in their service expectations and affect their perceptions of the service rendered. Physical evidence is one of the 7 P’s in marketing a service. The service that is to be marketed has to be developed according to demand by market segment. Marketing the service is essential to differentiate the organisation’s service from other similar services, using the correct competitive advantage. Physical environment in a health care setting have a significant effect on customer satisfaction, perceived service quality, intention to re-patronize and willingness to recommend. Physical evidence is the servicescape and consists of the interior and exterior environment in a facility Hospitals and hospital environments are dependant on the physical evidence in their facilities and this is often the deciding factor when it comes to choice of a facility. Although the independent doctors play a role in South Africa when it comes to choice of a facility, it is often the patient that chooses the facility on their perceptions of previous experience and word of mouth. Service quality is the difference between expectations and perceptions of the outcomes experienced by the customers. Service quality is essential for customer service and customer services are an essential part of services in the hospital and hospital environment. Although physical evidence was chosen as the dimension for the research, physical evidence is only one dimension of service quality. Other dimensions include reliability, responsiveness, assurance and empathy. A questionnaire was formulated based on the five above dimensions of the SERVQUAL developed by Parasuraman to evaluate the perceptions of patients in a maternity unit in a hospital setting to determine the effect by changing the physical evidence. The outcome of the study identified important aspects that can be utilized in managing an organisation in the health industry. It was identified that adequate seating around a bed is always important for patients in any circumstances, noise levels must be acceptable at all times, the décor in a maternity does influence the perception of service quality, patient’s records kept up to date by the nursing staff are seen as adequate in any physical environment and patients perceive the nurses as having their best interest at heart. This study has shown its importance through the use of a Quasi-experiment that physical evidence is an important dimension in the perception of service quality for patients in a maternity unit in the private health sector. This should be considered by management for future planning in the strategies of an organisation in the healthcare industry.
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An investigation into customer satisfaction levels in a highly technical environment

- Louwrens, Hermanus Barend

  • Authors: Louwrens, Hermanus Barend
  • Date: 2012-03-14
  • Subjects: Sasol (Firm) customer services , Consumer satisfaction
  • Type: Mini-Dissertation
  • Identifier: uj:2158 , http://hdl.handle.net/10210/4531
  • Description: M.Comm. , This study was performed in cooperation with Sasol Technology, Research and Development. During 2001 Sasol Technology R&D began a restructuring process in order to cater for the research needs of their customers - the Sasol Business Units. The primary objective of the study was to determine a baseline for customer satisfaction within Sasol Technology R&D. The study was done in the format of a customer satisfaction survey during September and October, 2002. As customer satisfaction is based on the principles of continuous improvement this study was complemented with a literature study on the principles and implementation of service level management. This study also determined customer priorities, areas and priorities for improvements, R&D's alignment with BU priorities, and most importantly, set a baseline for future comparison. Some of the most important findings from this study are; communication which is the most important area (quality dimension) for Sasol Technology R&D to focus on in order to improve overall customer satisfaction levels. Communication is shortly followed by strategic alignment as the quality dimension that will impact most on the BU's satisfaction levels. It was also found that Sasol Technology R&D's performance is aligned with the areas that are most important to the Sasol Business Units. Sasol Technology R&D obtained an overall customer satisfaction index of 61.6 %. A strong correlation was observed between Sasol Technology R&D's participation in the strategic sessions of the business units and the satisfaction levels of the business units. All Sasol Business Units made use of other technology suppliers in addition to R&D's services in the period prior to this study.
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Treating customers fairly : a new name for existing principles?

- Maholo, Choene Jacqueline

  • Authors: Maholo, Choene Jacqueline
  • Date: 2016
  • Subjects: Financial services industry , Consumer protection - Law and legislation , Consumer satisfaction , South Africa. Financial Advisory and Intermediary Services Act, 2002 , Financial institutions - Law and legislation - South Africa
  • Language: English
  • Type: Masters (Thesis)
  • Identifier: http://hdl.handle.net/10210/90430 , uj:19976
  • Description: Abstract: The meander of the South African financial industry, and in particular the issue relating to the inadequate protection that is currently being afforded to financial customers, is gradually becoming a growing concern. It is against this background that this dissertation examines the Financial Services Board’s “Treating Customers Fairly” (TCF) initiative as a regulatory approach that seeks to ensure that providers of financial products and services treat their customers fairly. This dissertation commends the regulator for actively contributing towards achieving a fair deal for consumers. The implications of embarking on a quest for fairness within the financial services industry is prone to result in financial stability and consumer confidence. However, this dissertation asks whether TCF has made the Financial Advisory and Intermediary Services Act 37 of 2002 (FAIS Act) redundant and whether TCF appropriately explains the meaning of ‘fairness’. If the latter can be answered in the negative, then this dissertation argues that TCF will exist as a twee and trite regulation which will not only serve as a mere duplication of the FAIS Act but also as a value system which will inevitably amplify the confusion relating to ‘fairness’. The overall intention of this dissertation is to argue in favour of a properly integrated regulatory framework within the financial services industry. Shortcomings cannot be overcome by implementing what is essentially a foreign set of principles. Rather, the FAIS Act should be evaluated in order to see whether the TCF principles are not already part of our legislative framework. , LL.M. (Commercial Law)
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Supply chain responsiveness as a means to a sustainable competitive advantage in the manufacturing sector

- Mailula, Onicca

  • 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.

- Mostert, Konrad Egbert

Improving company throughput at a South African company

- Motebele, Makhala Mpho, Mbohwa, Charles

  • 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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The implications of the theory of constraints on inventory buffers

- Moyo, Bawinile

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

- Mpinganjira, Mercy, Roberts-Lombard, Mornay

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