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.
- Full Text:
- 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.
- Full Text:
A measurement of client satisfaction with services provided by Radiopark Studios to internal clients
- 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.
- Full Text:
A measurement of client satisfaction with services provided by Radiopark Studios to internal clients
- 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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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.....
- Full Text:
- 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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Aanwending van inligtingtegnologie ter verbetering van dienskwaliteit in diensondernemings
- Authors: Schnaar-Campbell, David
- Date: 2015-09-08
- Subjects: Service industries - Marketing , Service industries - Management , Consumer satisfaction
- Type: Thesis
- Identifier: uj:14061 , http://hdl.handle.net/10210/14477
- Description: M.Com. , Please refer to full text to view abstract
- Full Text:
- Authors: Schnaar-Campbell, David
- Date: 2015-09-08
- Subjects: Service industries - Marketing , Service industries - Management , Consumer satisfaction
- Type: Thesis
- Identifier: uj:14061 , http://hdl.handle.net/10210/14477
- Description: M.Com. , Please refer to full text to view abstract
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An investigation into customer satisfaction levels in a highly technical environment
- 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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- 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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Assessing service quality in business-to-business relationships within the international telecommunications carrier market.
- Authors: Mostert, Konrad Egbert
- Date: 2012-08-20
- Subjects: Service industries - Quality control , Service industries - Customer services , Consumer satisfaction , Telecommunication - Customer services
- Type: Thesis
- Identifier: uj:2764 , http://hdl.handle.net/10210/6205
- Description: M.Comm. , The objectives of this study are : To determine customers' perception of service quality of international telecommunications carrier services delivered by Telkom in the business-tobusiness relationships with carriers in Europe; To establish whether differences in service quality exist among the selected business customers; To identify and examine customers' needs and expectations regarding the service delivery by Telkom; To assess how well Telkom is currently performing relative to specific customer needs and expectations; To determine some of Telkom's strengths and weaknesses
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- Authors: Mostert, Konrad Egbert
- Date: 2012-08-20
- Subjects: Service industries - Quality control , Service industries - Customer services , Consumer satisfaction , Telecommunication - Customer services
- Type: Thesis
- Identifier: uj:2764 , http://hdl.handle.net/10210/6205
- Description: M.Comm. , The objectives of this study are : To determine customers' perception of service quality of international telecommunications carrier services delivered by Telkom in the business-tobusiness relationships with carriers in Europe; To establish whether differences in service quality exist among the selected business customers; To identify and examine customers' needs and expectations regarding the service delivery by Telkom; To assess how well Telkom is currently performing relative to specific customer needs and expectations; To determine some of Telkom's strengths and weaknesses
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Bestuurs- en klantpersepsie rakende dienslewering in die supermarkbedryf
- 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.
- Full Text:
- 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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Changes in physical evidence and the perception of service quality of patients in a hospital facility
- 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.
- Full Text:
- 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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Customer expectations and perceptions of service quality at a private medical practice : an exploratory study
- Authors: Peer, Mohammed
- Date: 2012-08-06
- Subjects: Medical practice , Medical care surveys , Consumer satisfaction
- Type: Mini-Dissertation
- Identifier: uj:8935 , http://hdl.handle.net/10210/5407
- Description: M.Comm. , The aim of this dissertation is to investigate customer expectations and perceptions of service quality at a private medical practice. The competitive nature of the healthcare industry means that customers have a wide choice of providers from whom to choose. Thus, providers' inability to deliver an acceptable quality of service and customer dissatisfaction is more likely to lead to critical customer behaviours such as switching medical providers and/or influencing others negatively in their perception of a provider's service quality. In order to meet customers' expectations of service quality, organisations must have a system in place that enables them to identify the service expectations of their customers and, furthermore, must ensure that these expectations are met. To achieve its aims, this study utilised both qualitative and quantitative research approaches. The qualitative research was in the form of in-depth interviews while a structured questionnaire using an adapted SERVQUAL instrument was used for the quantitative phase of the study. The findings of the in-depth interviews were used to adapt the SERVQUAL instrument. The sample size consisted of 220 respondents and systematic sampling was used. Data collected was analysed using the computer programme Statistical Package for Social Science. Descriptive statistics and non-parametric tests including the Mann-Whitney and Kruskai-Wallis tests were the main statistical tools used in the analysis. The results of the study show that patients generally perceive the service quality offered at the medical practice as good on all items. However, when the perception scores were compared to the expectations scores, the findings showed that the expectations were higher than the perceptions on most items. Furthermore, the results showed a positive relationship between patient satisfaction and positive future behavioural intentions toward a medical practice. In conclusion, it can be said that service quality provided at the medical practice is good. However, attention needs to be given to the differing expectations and perceptions of the medical practice's patients, with the aim of closing the gap identified. This can be done by better understanding the Gaps model of service quality with particular reference to provider gap 2 (selecting the right service standards) and provider gap 3 (delivering according to service designs and standards). Measures taken aimed at closing these two gaps can help ensure that customer expectations are met.
- Full Text:
- Authors: Peer, Mohammed
- Date: 2012-08-06
- Subjects: Medical practice , Medical care surveys , Consumer satisfaction
- Type: Mini-Dissertation
- Identifier: uj:8935 , http://hdl.handle.net/10210/5407
- Description: M.Comm. , The aim of this dissertation is to investigate customer expectations and perceptions of service quality at a private medical practice. The competitive nature of the healthcare industry means that customers have a wide choice of providers from whom to choose. Thus, providers' inability to deliver an acceptable quality of service and customer dissatisfaction is more likely to lead to critical customer behaviours such as switching medical providers and/or influencing others negatively in their perception of a provider's service quality. In order to meet customers' expectations of service quality, organisations must have a system in place that enables them to identify the service expectations of their customers and, furthermore, must ensure that these expectations are met. To achieve its aims, this study utilised both qualitative and quantitative research approaches. The qualitative research was in the form of in-depth interviews while a structured questionnaire using an adapted SERVQUAL instrument was used for the quantitative phase of the study. The findings of the in-depth interviews were used to adapt the SERVQUAL instrument. The sample size consisted of 220 respondents and systematic sampling was used. Data collected was analysed using the computer programme Statistical Package for Social Science. Descriptive statistics and non-parametric tests including the Mann-Whitney and Kruskai-Wallis tests were the main statistical tools used in the analysis. The results of the study show that patients generally perceive the service quality offered at the medical practice as good on all items. However, when the perception scores were compared to the expectations scores, the findings showed that the expectations were higher than the perceptions on most items. Furthermore, the results showed a positive relationship between patient satisfaction and positive future behavioural intentions toward a medical practice. In conclusion, it can be said that service quality provided at the medical practice is good. However, attention needs to be given to the differing expectations and perceptions of the medical practice's patients, with the aim of closing the gap identified. This can be done by better understanding the Gaps model of service quality with particular reference to provider gap 2 (selecting the right service standards) and provider gap 3 (delivering according to service designs and standards). Measures taken aimed at closing these two gaps can help ensure that customer expectations are met.
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Customer experience within a process-centred approach at the Industrial Development Corporation
- Authors: Shuping, Thato Tshepo
- Date: 2014-10-20
- Subjects: Consumer satisfaction , Branding (Marketing)
- Type: Thesis
- Identifier: uj:12642 , http://hdl.handle.net/10210/12460
- Description: M.Com. (Business Management) , What really drives business success? Ten, twenty years ago, it would have been somewhat easier to answer this pertinent question. What were seen as central to business success were functional hard core derivatives i.e. operational efficiency, financial discipline and speed to market. Customers, essentially customer experience, were never part of the equation. For those very few organisations that bid to be anything different, the concepts customer experience and customer satisfaction were merely an afterthought. Today the picture is slightly different. Organisations are now applying a contemporary business approach and showing more appreciation for customers. Organisations realise that by creating an environment that is pro—consumer, an environment that achieves and maintains a fair balance between organisational process efficacies and customers’ needs, an environment that harnesses employees productivity and encourages fluid communication passage between the organisation and its customers, they will not only connect with their customers on an emotional level, but they will be able to build a sustainable brand asset and a long-lasting profitable relationships with their customers. It is for this reason that the four customer experience elements namely: process, people, channel approach and branding were selected as premise for this study. This study tries to understand and establish the influence of customer experience elements on customer satisfaction at the Industrial Development Corporation (IDC). An investigation was conducted on customer experience within a process-centred approach at the IDC. The study was steered in two stages. The first stage focused on exploratory research, and the second stage focused on descriptive research. The sample consisted of 276 customers. In-depth interviews were conducted with customers to assist the researcher in developing the statements in the questionnaire. A self-administered questionnaire was designed based on theoretical literature provided within the study and information gathered through the in-depth interviews. Various statistical analysis procedures were used to achieve the objectives of the study, including factor analysis, rotated factor matrix, Cronbach’s alpha, multiple regression and comparison analysis.
- Full Text:
- Authors: Shuping, Thato Tshepo
- Date: 2014-10-20
- Subjects: Consumer satisfaction , Branding (Marketing)
- Type: Thesis
- Identifier: uj:12642 , http://hdl.handle.net/10210/12460
- Description: M.Com. (Business Management) , What really drives business success? Ten, twenty years ago, it would have been somewhat easier to answer this pertinent question. What were seen as central to business success were functional hard core derivatives i.e. operational efficiency, financial discipline and speed to market. Customers, essentially customer experience, were never part of the equation. For those very few organisations that bid to be anything different, the concepts customer experience and customer satisfaction were merely an afterthought. Today the picture is slightly different. Organisations are now applying a contemporary business approach and showing more appreciation for customers. Organisations realise that by creating an environment that is pro—consumer, an environment that achieves and maintains a fair balance between organisational process efficacies and customers’ needs, an environment that harnesses employees productivity and encourages fluid communication passage between the organisation and its customers, they will not only connect with their customers on an emotional level, but they will be able to build a sustainable brand asset and a long-lasting profitable relationships with their customers. It is for this reason that the four customer experience elements namely: process, people, channel approach and branding were selected as premise for this study. This study tries to understand and establish the influence of customer experience elements on customer satisfaction at the Industrial Development Corporation (IDC). An investigation was conducted on customer experience within a process-centred approach at the IDC. The study was steered in two stages. The first stage focused on exploratory research, and the second stage focused on descriptive research. The sample consisted of 276 customers. In-depth interviews were conducted with customers to assist the researcher in developing the statements in the questionnaire. A self-administered questionnaire was designed based on theoretical literature provided within the study and information gathered through the in-depth interviews. Various statistical analysis procedures were used to achieve the objectives of the study, including factor analysis, rotated factor matrix, Cronbach’s alpha, multiple regression and comparison analysis.
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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.
- Full Text:
- 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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Die impak van dienskwaliteit, kliënteretensie en werknemersretensie op die markaandeel en winsgewendheid van 'n finansiële instelling
- Seaman, Christiaan Hendrik Jakobus
- 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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- 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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- 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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Evaluation of a process- and product-innovation framework in decentralised international organisations
- Authors: Van Wyk, Anne-Marie
- Date: 2018
- Subjects: New products , Consumer satisfaction , Customer services , Corporate culture
- Language: English
- Type: Doctoral (Thesis)
- Identifier: http://hdl.handle.net/10210/293722 , uj:31944
- Description: D.Phil. (Engineering Management) , Abstract: The availability of big data, supported by advanced technologies, has given rise to a more informed and empowered global consumer, resulting in extreme pressure on organisations to continuously find new innovative ways to serve these clients. When operating under tough economic conditions companies tend to challenge the timing of innovative initiatives. The truth is that they simply have no choice. Clients now have more information and more choices than ever and an ever-growing list of demands and expectations. Simultaneously, there is increased competition for the same share of wallet. They must rise to the challenge, gear up for the battle and understand that they need to innovate and operate differently to survive. The journey to client centricity through structured innovation has a beginning but no end. It starts with the conceptualisation of an idea, develops through organisational alignment and iterations of implementation, learning and improvement. Client centricity has proven to be an elusive goal for many organisations. Agile disruptive innovation is required to remain relevant in the areas in which they operate. A paradigm shift is required and organisations need to change the strategies from being product centric to focusing on client centricity instead. The biggest issue and major challenge typically faced by organisations attempting to make this shift, is the organisational culture. Above and beyond client-centric innovation, the organisation needs to enhance more disruptive thinking around the development of radical new client-value propositions that move beyond the traditional confines of their current capabilities and commercial models and address client demands in other industries. Qualitative research, combined with action-based research, was conducted to assess the technical and non-technical enablers required to implement a generic product- and process-innovation framework to establish a client-centric culture in a diverse and decentralised international logistics solutions organisation. The intended contribution of this study to the academic body of knowledge is to create a new paradigm that proves that client-led disruption should be countered by innovation driven by client requirements instead of the traditional product driven innovation...
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- Authors: Van Wyk, Anne-Marie
- Date: 2018
- Subjects: New products , Consumer satisfaction , Customer services , Corporate culture
- Language: English
- Type: Doctoral (Thesis)
- Identifier: http://hdl.handle.net/10210/293722 , uj:31944
- Description: D.Phil. (Engineering Management) , Abstract: The availability of big data, supported by advanced technologies, has given rise to a more informed and empowered global consumer, resulting in extreme pressure on organisations to continuously find new innovative ways to serve these clients. When operating under tough economic conditions companies tend to challenge the timing of innovative initiatives. The truth is that they simply have no choice. Clients now have more information and more choices than ever and an ever-growing list of demands and expectations. Simultaneously, there is increased competition for the same share of wallet. They must rise to the challenge, gear up for the battle and understand that they need to innovate and operate differently to survive. The journey to client centricity through structured innovation has a beginning but no end. It starts with the conceptualisation of an idea, develops through organisational alignment and iterations of implementation, learning and improvement. Client centricity has proven to be an elusive goal for many organisations. Agile disruptive innovation is required to remain relevant in the areas in which they operate. A paradigm shift is required and organisations need to change the strategies from being product centric to focusing on client centricity instead. The biggest issue and major challenge typically faced by organisations attempting to make this shift, is the organisational culture. Above and beyond client-centric innovation, the organisation needs to enhance more disruptive thinking around the development of radical new client-value propositions that move beyond the traditional confines of their current capabilities and commercial models and address client demands in other industries. Qualitative research, combined with action-based research, was conducted to assess the technical and non-technical enablers required to implement a generic product- and process-innovation framework to establish a client-centric culture in a diverse and decentralised international logistics solutions organisation. The intended contribution of this study to the academic body of knowledge is to create a new paradigm that proves that client-led disruption should be countered by innovation driven by client requirements instead of the traditional product driven innovation...
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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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- 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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Influence of automated teller machine service quality on overall customer satisfaction in retail banking sector
- Authors: Nndwamato, Mulalo
- Date: 2018
- Subjects: Automated tellers , Banks and banking - Customer services , Banks and banking - Technological innovations , Consumer satisfaction
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/283120 , uj:30522
- Description: M.Com. (Business Management) , Abstract: Automated teller machines (ATMs) have become the most used electronic banking channel around the world. Customers’ experience with ATMs has forced banks to come up with effective strategies to satisfy their customers. The service quality and customer satisfaction have become a focal point of the banks due to benefits such as increased profit, competitive advantage, market share, customer retention and word of mouth. This study aims to investigate a link in the quality of ATM service experience influencing customer satisfaction. Bank management should be able to identify and know all factors of customer experience with ATMs in order to have sustainable financial growth. This study provides valuable information to banks to improve the quality of ATM service, bank management need to understand the importance of providing quality services with regards to ATMs. This study adopted a quantitative technique using survey research strategy. Self-administered questionnaires were conveniently distributed to ATM users of ABSA, FNB, Standard Bank, Nedbank and Capitec in Johannesburg using non-probability sampling. A total of 168 questionnaires were collected and considered useful. The Statistical Package for Social Science program (SPSS) version 24 was used to analyse the data, the following statistical techniques were employed; mean, standard deviation, correlation analysis, exploratory factor analysis (EFA) and multiple regression analysis. EFA constructed 6 factors (Ease of use, Reliability, Convenience, TangiblesCL, Responsiveness and TangiblesLI). The findings from correlation analysis revealed a positive correlation between all ATM service quality dimensions and satisfaction. However, after conducting regression analysis, reliability and tangiblesLI were found to have a positive and significant influence on customer satisfaction with ATMs. It is therefore suggested that banks effectively implement strategies which will enhance quality of service at ATMs. This include ensuring that ATMs: always have cash; are in working condition; issue quality notes; provide accurate information; are safe to use; are serviced by reliable employees; are visually appealing with regards to design, and portray good brand image.
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- Authors: Nndwamato, Mulalo
- Date: 2018
- Subjects: Automated tellers , Banks and banking - Customer services , Banks and banking - Technological innovations , Consumer satisfaction
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/283120 , uj:30522
- Description: M.Com. (Business Management) , Abstract: Automated teller machines (ATMs) have become the most used electronic banking channel around the world. Customers’ experience with ATMs has forced banks to come up with effective strategies to satisfy their customers. The service quality and customer satisfaction have become a focal point of the banks due to benefits such as increased profit, competitive advantage, market share, customer retention and word of mouth. This study aims to investigate a link in the quality of ATM service experience influencing customer satisfaction. Bank management should be able to identify and know all factors of customer experience with ATMs in order to have sustainable financial growth. This study provides valuable information to banks to improve the quality of ATM service, bank management need to understand the importance of providing quality services with regards to ATMs. This study adopted a quantitative technique using survey research strategy. Self-administered questionnaires were conveniently distributed to ATM users of ABSA, FNB, Standard Bank, Nedbank and Capitec in Johannesburg using non-probability sampling. A total of 168 questionnaires were collected and considered useful. The Statistical Package for Social Science program (SPSS) version 24 was used to analyse the data, the following statistical techniques were employed; mean, standard deviation, correlation analysis, exploratory factor analysis (EFA) and multiple regression analysis. EFA constructed 6 factors (Ease of use, Reliability, Convenience, TangiblesCL, Responsiveness and TangiblesLI). The findings from correlation analysis revealed a positive correlation between all ATM service quality dimensions and satisfaction. However, after conducting regression analysis, reliability and tangiblesLI were found to have a positive and significant influence on customer satisfaction with ATMs. It is therefore suggested that banks effectively implement strategies which will enhance quality of service at ATMs. This include ensuring that ATMs: always have cash; are in working condition; issue quality notes; provide accurate information; are safe to use; are serviced by reliable employees; are visually appealing with regards to design, and portray good brand image.
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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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- 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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Investigating client relationship needs and wants within the banking industry in South Africa
- Authors: Eksteen, Jacques
- Date: 2011-11-30
- Subjects: Relationship marketing , Consumer satisfaction , Customer relations , Customer services , Customer loyalty , Banks and banking
- Type: Thesis
- Identifier: uj:1752 , http://hdl.handle.net/10210/4107
- Description: M.Comm.
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- Authors: Eksteen, Jacques
- Date: 2011-11-30
- Subjects: Relationship marketing , Consumer satisfaction , Customer relations , Customer services , Customer loyalty , Banks and banking
- Type: Thesis
- Identifier: uj:1752 , http://hdl.handle.net/10210/4107
- Description: M.Comm.
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Investigating the factors that influence client satisfaction: case study, Barat Carbide
- Authors: Ratanjee, Neekul J.
- Date: 2009-04-30T09:27:25Z
- Subjects: Consumer satisfaction , Employee loyalty
- Type: Thesis
- Identifier: uj:8336 , http://hdl.handle.net/10210/2462
- Description: M.B.A. , Throughout the world companies are restructuring there processes. Companies are trying to provide a better service to the customers with the same cost or alternatively at a lower cost. The service-profit chain is an equation that establishes the relationship between corporate policies, employee satisfaction, value creation, customer loyalty and profitability. This paper examines the direct relationship between employee satisfaction and customer satisfaction. It concentrates on the elements that influence employee and customer satisfaction in line with “Heskett’s Service Profit Chain” model.
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- Authors: Ratanjee, Neekul J.
- Date: 2009-04-30T09:27:25Z
- Subjects: Consumer satisfaction , Employee loyalty
- Type: Thesis
- Identifier: uj:8336 , http://hdl.handle.net/10210/2462
- Description: M.B.A. , Throughout the world companies are restructuring there processes. Companies are trying to provide a better service to the customers with the same cost or alternatively at a lower cost. The service-profit chain is an equation that establishes the relationship between corporate policies, employee satisfaction, value creation, customer loyalty and profitability. This paper examines the direct relationship between employee satisfaction and customer satisfaction. It concentrates on the elements that influence employee and customer satisfaction in line with “Heskett’s Service Profit Chain” model.
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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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- 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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