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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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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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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- 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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The influence of employee engagement on customer experience in a customer centric climate and culture
- Authors: Slabbert, H.O.
- Date: 2018
- Subjects: Financial institutions - Customer services , Consumer satisfaction , Customer services , Customer relations
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/292386 , uj:31773
- Description: M.Com. (Business Management) , Abstract: According to popular opinion, happy employees lead to happy customers. Many businesses are realising having great products and services are no longer enough. How organisations service their customers is as important as the products or services provided. Customer experience is therefore more than just managing customer interactions. It is putting customers at the centre of everything an organisation does, supported by a culture of engaged employees. Engaged employees are considered an important and influential factor in creating superior customer experiences. Despite of the increased attention, there is a lack of empirical research on customer experience and employee engagement in the academic literature on aspects relating to the drivers, measurement and value to organisations. This dissertation investigated the proposed relationship between employee engagement and customer experience in a South African financial services company. This study advances the current knowledge in the employee engagement and customer experience field of study by combining the constructs into a theoretical model. Employee engagement and the influence on customer experience of the service interaction are postulated to influence total customer experience and business success. Data was collected using two surveys from 386 customer respondents and 82 employee respondents. The collective data was empirically tested using Structural Equation Modelling. The conceptual model examines various pre-requisites of employee engagement, linking resources to customers' perceived level of service employees’ performance (service interaction). The model further examines employee engagement as a dynamic and important variable influencing total customer experience. The results indicate a positive relationship exists between climate and culture, employee engagement and customer experience of the service interaction.
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- Authors: Slabbert, H.O.
- Date: 2018
- Subjects: Financial institutions - Customer services , Consumer satisfaction , Customer services , Customer relations
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/292386 , uj:31773
- Description: M.Com. (Business Management) , Abstract: According to popular opinion, happy employees lead to happy customers. Many businesses are realising having great products and services are no longer enough. How organisations service their customers is as important as the products or services provided. Customer experience is therefore more than just managing customer interactions. It is putting customers at the centre of everything an organisation does, supported by a culture of engaged employees. Engaged employees are considered an important and influential factor in creating superior customer experiences. Despite of the increased attention, there is a lack of empirical research on customer experience and employee engagement in the academic literature on aspects relating to the drivers, measurement and value to organisations. This dissertation investigated the proposed relationship between employee engagement and customer experience in a South African financial services company. This study advances the current knowledge in the employee engagement and customer experience field of study by combining the constructs into a theoretical model. Employee engagement and the influence on customer experience of the service interaction are postulated to influence total customer experience and business success. Data was collected using two surveys from 386 customer respondents and 82 employee respondents. The collective data was empirically tested using Structural Equation Modelling. The conceptual model examines various pre-requisites of employee engagement, linking resources to customers' perceived level of service employees’ performance (service interaction). The model further examines employee engagement as a dynamic and important variable influencing total customer experience. The results indicate a positive relationship exists between climate and culture, employee engagement and customer experience of the service interaction.
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The importance of feedback in an omni channel environment
- Authors: Naidoo, Karmen Natalie
- Date: 2017
- Subjects: Teleshopping , Teleshopping - Public opinion , Customer services , Consumer satisfaction
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/271900 , uj:28927
- Description: M.Com. (Information Technology Management) , Abstract: Online shopping has become popular in the 21st century. Consumers often face extremely busy schedules. Some do not even have the time to stop at a physical retail store to purchase essentials. Many consumers prefer to purchase items online and have them delivered to them at their homes or at their places of work. Online shopping is a convenient, and sometimes more accessible method of purchasing goods. Consumers expect the same level of experience in both an online store and a physical retail store. It is important for online shoppers to have the same variety of options online as they would in a physical retail store. Therefore, the use of consumer feedback will assist an organisation to ensure that consumers are satisfied with the service they receive. It is important to ensure that consumers have an excellent experience while shopping online so that they can return to the online store and purchase more products. This will also allow the organisation to gain a competitive advantage in an Omni Channel environment. Most often, organisations have a primary focus which is to outclass their competitors by gaining more consumers. Attracting new consumers means that an organisation has the competitive edge which makes them unique and sets them apart from their competitors. In order to ensure that an organisation improves their consumer experience, it is recommended that they gather feedback from consumers on an annual basis. However, gathering consumer feedback has been a challenge for numerous organisations. In this study, the researcher investigates how an organisation can obtain consumer feedback to gain a competitive advantage; how an organisation can determine what consumer feedback will assist them in obtaining a competitive advantage; what the major factors are that affect a consumer’s experience while shopping online; and to determine if consumer feedback is necessary to improve the consumer’s experience. A mixed method approach will be used to obtain the necessary data. The researcher will make use of a qualitative approach by conducting semi-structured focus groups interviews at organisations who already gather data from their consumers. The quantitative approach will be conducted through structured questionnaires which will be distributed to consumers. Consumers who are part of this study support the organisations who were interviewed in the semi-structured focus groups. The data collected from both...
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- Authors: Naidoo, Karmen Natalie
- Date: 2017
- Subjects: Teleshopping , Teleshopping - Public opinion , Customer services , Consumer satisfaction
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/271900 , uj:28927
- Description: M.Com. (Information Technology Management) , Abstract: Online shopping has become popular in the 21st century. Consumers often face extremely busy schedules. Some do not even have the time to stop at a physical retail store to purchase essentials. Many consumers prefer to purchase items online and have them delivered to them at their homes or at their places of work. Online shopping is a convenient, and sometimes more accessible method of purchasing goods. Consumers expect the same level of experience in both an online store and a physical retail store. It is important for online shoppers to have the same variety of options online as they would in a physical retail store. Therefore, the use of consumer feedback will assist an organisation to ensure that consumers are satisfied with the service they receive. It is important to ensure that consumers have an excellent experience while shopping online so that they can return to the online store and purchase more products. This will also allow the organisation to gain a competitive advantage in an Omni Channel environment. Most often, organisations have a primary focus which is to outclass their competitors by gaining more consumers. Attracting new consumers means that an organisation has the competitive edge which makes them unique and sets them apart from their competitors. In order to ensure that an organisation improves their consumer experience, it is recommended that they gather feedback from consumers on an annual basis. However, gathering consumer feedback has been a challenge for numerous organisations. In this study, the researcher investigates how an organisation can obtain consumer feedback to gain a competitive advantage; how an organisation can determine what consumer feedback will assist them in obtaining a competitive advantage; what the major factors are that affect a consumer’s experience while shopping online; and to determine if consumer feedback is necessary to improve the consumer’s experience. A mixed method approach will be used to obtain the necessary data. The researcher will make use of a qualitative approach by conducting semi-structured focus groups interviews at organisations who already gather data from their consumers. The quantitative approach will be conducted through structured questionnaires which will be distributed to consumers. Consumers who are part of this study support the organisations who were interviewed in the semi-structured focus groups. The data collected from both...
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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
- Authors: Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2017
- Subjects: Consumer satisfaction , Consumer behaviour , Trust , Marketing research
- Language: English
- Type: Article
- Identifier: http://ujcontent.uj.ac.za8080/10210/383824 , http://hdl.handle.net/10210/226860 , uj:22947 , Citation: Mpinganjira, M. & Roberts-Lombard, M. 2017. Validating the relationship between trust, commitment, economic and non-economic satisfaction in South African buyer-supplier relationships.
- Description: Abstract: The paper validates the relationship between satisfaction, trust and commitment in South African business buyer–supplier relationships. Satisfaction was looked at from the dual perspective of economic and non-economic satisfaction. Design/methodology/approach – A research model showing hypothesized relationships between the constructs was tested using data collected from 250 large companies in South Africa. Structural equation modelling using AMOS software was used to analyse the data. The results provide support for the distinctiveness of both economic and non-economic satisfaction and the mediating effect of trust. Findings – The findings show that economic satisfaction exerts a direct influence on trust, which in turn has a direct influence on commitment. Trust and commitment were both found to have a positive influence on non-economic satisfaction. Research implications – The tested nomological network of business relationship quality dimensions validates some of the recent findings by Ferro et al. (2015) in the South African context of buyer–supplier relationships. Originality/value – The study contributes to a better understanding of satisfaction and its relationship with other relationship quality constructs, especially in the context of large companies in South Africa.
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- Authors: Mpinganjira, Mercy , Roberts-Lombard, Mornay
- Date: 2017
- Subjects: Consumer satisfaction , Consumer behaviour , Trust , Marketing research
- Language: English
- Type: Article
- Identifier: http://ujcontent.uj.ac.za8080/10210/383824 , http://hdl.handle.net/10210/226860 , uj:22947 , Citation: Mpinganjira, M. & Roberts-Lombard, M. 2017. Validating the relationship between trust, commitment, economic and non-economic satisfaction in South African buyer-supplier relationships.
- Description: Abstract: The paper validates the relationship between satisfaction, trust and commitment in South African business buyer–supplier relationships. Satisfaction was looked at from the dual perspective of economic and non-economic satisfaction. Design/methodology/approach – A research model showing hypothesized relationships between the constructs was tested using data collected from 250 large companies in South Africa. Structural equation modelling using AMOS software was used to analyse the data. The results provide support for the distinctiveness of both economic and non-economic satisfaction and the mediating effect of trust. Findings – The findings show that economic satisfaction exerts a direct influence on trust, which in turn has a direct influence on commitment. Trust and commitment were both found to have a positive influence on non-economic satisfaction. Research implications – The tested nomological network of business relationship quality dimensions validates some of the recent findings by Ferro et al. (2015) in the South African context of buyer–supplier relationships. Originality/value – The study contributes to a better understanding of satisfaction and its relationship with other relationship quality constructs, especially in the context of large companies in South Africa.
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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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Supply chain responsiveness as a means to a sustainable competitive advantage in the manufacturing sector
- Authors: Mailula, Onicca
- Date: 2016
- Subjects: Business logistics - Management , Customer services , Consumer satisfaction , Production management , Just-in-time systems
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/225753 , uj:22809
- Description: M.Com. (Business Management) , Abstract: The aim of this study is to determine if supply chain responsiveness, or the ability for an organisation to respond to customer needs or market signals, has an impact on competitive advantage in the manufacturing sector. The case study is conducted at company GSC which is a supplier with market dominance in the carbohydrate sector. A survey was distributed to the employees to gauge their perception of responsiveness in the organisation. A different survey was distributed among customers to gauge their perceptions about the responsiveness of company GSC. The study also investigates drivers and attributes that enable responsiveness in the organisation. Improved production reliability is an important driver for supply chain responsiveness at company GSC according to the findings of the study. Production reliability impacts product availability which in turn influences the ability of the organisation to meet customer needs. The major source of competitive advantage for company GSC is local market presence and the ability to meet customer needs, which defines supply chain responsiveness and will provide a barrier for competition. The study also indicates that if customer needs are met in all dimensions of quality, quantity and timeliness, supply chain responsiveness criteria is achieved.
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- 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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The implications of the theory of constraints on inventory buffers
- Authors: Moyo, Bawinile
- Date: 2016
- Subjects: Business logistics , Inventory control , Consumer satisfaction
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/83079 , uj:19048
- Description: Abstract: Good inventory management can lead to high organisational performance by minimising inventory holding costs and improving customer service across the supply chain. The management of inventory remains a major challenge for many organisations as continuous changes in the supply chain occur. According to the CSIR (2014), investment in inventories across South African supply chains is significant and it is difficult for South African companies to compete with mature economies on a cost level due to the relative high costs of logistics transportation in the country. Inventory control is often seen as one of the lowest areas of competitive advantage, however it can be the largest single investment in assets for most organisations. From a theoretical point of view, the Theory of Constraints (TOC) seems to offer a solution to inventory management challenges. The TOC is a scientific methodology that is designed to assist organisations in identifying and solving critical process based problems following a continuous improvement approach. The TOC also unifies and simplifies the inventory quantity of an organisation into a single value called the buffer quantity. One of the clearly stated advantages of the application of TOC according to literature, is a reduction of inventory levels. This study attempts to support existing literature on the impact of the TOC on buffer levels by means of a case study of an organisation that has undergone a TOC application in South Africa. The primary objective of the study was to provide a case study implementation of the TOC to corroborate the theory that a successful implementation of the TOC can reduce inventory levels in a South African organisation without adverse effects on customer service levels. A case study of an envelope manufacturer which had implemented TOC principles was conducted through a literature review followed by empirical research to determine the impact of the TOC implementation on the organisation’s buffer inventory levels. The selected organisation provided an opportunity to investigate the scenarios before, during and after a TOC implementation. In-depth, semi structured interviews were conducted with... , M.Com. (Business Management)
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- 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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The influence of restaurant service experience on customer emotions and behaviour intentions
- Authors: Tlakula, Ntimela Xitsuke
- Date: 2016
- Subjects: Marketing - Management , Restaurants - Customer services , Consumer satisfaction , Consumers - Attitudes , Consumer behavior , Restaurants - Public relations
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/225944 , uj:22832
- Description: M.Com. (Marketing Management) , Abstract: The restaurant sector caters for different market segments including tourism, leisure and business. There is intense competition among businesses in this sector. The ability of any business to succeed in this industry largely depends on its ability to successfully appeal to customers. A quality restaurant service is widely cited as the most important determinant of customer satisfaction in the restaurant industry. In addition to service quality, restaurant customers also want a dining experience that is emotionally engaging. Thus customer emotions play a key role in understanding service experience and customer satisfaction. In spite of this, there is a dearth of research in this area. Therefore, this study investigates the influence of restaurant service experience on customer emotion and behavioural intention to use restaurants among selected business customers in Johannesburg, South Africa. The study is quantitative and descriptive in nature. The data collection process was carried-out through self-administered survey questionnaires from 163 business executives who go to upmarket restaurants for business meetings in urban areas of Johannesburg. The data was analysed using the Statistical Package for Social Sciences (SPSS). Descriptive statistics were used to analyse the characteristics of the respondents and the constructs deployed within the study. Furthermore, the data was analysed with simple regression analysis in order to determine the relationship between the constructs - service atmosphere, food quality, human service quality, and price fairness – and customer emotion; as well as the relationship between customer satisfaction and behavioural intention. The findings reveal that all the constructs of service experience, that is, service atmosphere, human service quality, customer-to-customer interaction, food quality and price fairness are significant determinants of customer emotion. Customers‟ emotions also emerged as a significant determinant of satisfaction. Finally, the results reveal customer satisfaction as a significant determinant of their behavioural intentions...
- Full Text:
- Authors: Tlakula, Ntimela Xitsuke
- Date: 2016
- Subjects: Marketing - Management , Restaurants - Customer services , Consumer satisfaction , Consumers - Attitudes , Consumer behavior , Restaurants - Public relations
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/225944 , uj:22832
- Description: M.Com. (Marketing Management) , Abstract: The restaurant sector caters for different market segments including tourism, leisure and business. There is intense competition among businesses in this sector. The ability of any business to succeed in this industry largely depends on its ability to successfully appeal to customers. A quality restaurant service is widely cited as the most important determinant of customer satisfaction in the restaurant industry. In addition to service quality, restaurant customers also want a dining experience that is emotionally engaging. Thus customer emotions play a key role in understanding service experience and customer satisfaction. In spite of this, there is a dearth of research in this area. Therefore, this study investigates the influence of restaurant service experience on customer emotion and behavioural intention to use restaurants among selected business customers in Johannesburg, South Africa. The study is quantitative and descriptive in nature. The data collection process was carried-out through self-administered survey questionnaires from 163 business executives who go to upmarket restaurants for business meetings in urban areas of Johannesburg. The data was analysed using the Statistical Package for Social Sciences (SPSS). Descriptive statistics were used to analyse the characteristics of the respondents and the constructs deployed within the study. Furthermore, the data was analysed with simple regression analysis in order to determine the relationship between the constructs - service atmosphere, food quality, human service quality, and price fairness – and customer emotion; as well as the relationship between customer satisfaction and behavioural intention. The findings reveal that all the constructs of service experience, that is, service atmosphere, human service quality, customer-to-customer interaction, food quality and price fairness are significant determinants of customer emotion. Customers‟ emotions also emerged as a significant determinant of satisfaction. Finally, the results reveal customer satisfaction as a significant determinant of their behavioural intentions...
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Treating customers fairly : a new name for existing principles?
- 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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- 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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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
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- 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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A multidimensional customer value model for the high fashion retail industry
- Authors: Strydom, Elmarie
- Date: 2015-05-14
- Subjects: Marketing , Retail trade , Consumer satisfaction , Fashion merchandising
- Type: Thesis
- Identifier: uj:13601 , http://hdl.handle.net/10210/13747
- Description: Ph.D. (Marketing Management) , As more retailers gain access to similar technologies, information and processes, it is becoming increasingly difficult to establish a sustainable competitive advantage in the marketplace, ensure customer satisfaction and encourage repurchase intention. This is especially true for high fashion retailers, since their higher margin customers have greater expectations to receive value from these high fashion retailers. To succeed in a highly competitive marketplace, high fashion retailers must become adept not just at providing quality products, but also at providing value to their customers. Only those businesses that truly offer the value that customers want and expect, remain competitive in the long term and are able to increase customer satisfaction levels. Higher levels of customer satisfaction leads to improved repurchase intention. It is therefore important for high fashion retailers to ensure that they offer value to their customers. Despite research undertaken in customer value, much debate still exists as to what contributes to customer value and what the relevant customer value dimensions are. Customer value is of managerial interest to high fashion retailers, as these retailers need to identify the dimensions they should focus on to increase the value they are delivering to their customers in order to obtain or retain a sustainable competitive advantage. Customer value leads to customer satisfaction and customer satisfaction in turn is a strong indicator of repurchase intention. This study therefore focuses on uncovering the concept of customer value, with specific emphasis on determining the underlying customer value dimensions from the perspective of the customer shopping at high fashion retail stores. The aim of this study is to propose a multidimensional model of customer value for high fashion retailers, including the interrelationship between customer value, customer satisfaction and repurchase intention.....
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- 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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Customer value creation in the South African mobile telecommunications industry
- Authors: Phukuile, Eldon
- Date: 2015-04-24
- Subjects: Consumer satisfaction , Mobile telecommunications industry , Telecommucation - Management - South Africa
- Type: Thesis
- Identifier: uj:13573 , http://hdl.handle.net/10210/13716
- Description: M.Phil. (Business Management) , The purpose of the research was to explicate business competitive challenges through increasing scientific knowledge relating to the effect of Value Chain on the Customer Experience within the South African Mobile Telecommunications industry. Operators display a tendency of commoditised competition, offering little differentiation that Customers value. The qualitative and time bound study analysed the perspective of sixteen interviewees, representing the full Value Chain from respective operators. Following the aim to understand the participants’ perception of how the Value Chain impacts Customer Experience, the Content Analysis method of analysis was utilised for the gathering of insights. Findings reflect a lack of maturity in the understanding of Customer Experience and Value Chain, and a resulting incapability to maximise the effect of the Value Chain on the Customer Experience. Notwithstanding, there exists an opportunity to apply a Value Chain perspective in order to improve the Customer Experience and enhance mutual value.
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- 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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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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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.
- Full Text:
- 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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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 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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Towards a managed service encounter process as an instrument to improved customer satisfaction
- Buys, P.
- Authors: Buys, P.
- Date: 2014-03-17
- Subjects: Consumer satisfaction , Customer services - Management , Customer relations
- Type: Thesis
- Identifier: uj:4354 , http://hdl.handle.net/10210/9703
- Description: M.Com. , Please refer to full text to view abstract
- Full Text:
- Authors: Buys, P.
- Date: 2014-03-17
- Subjects: Consumer satisfaction , Customer services - Management , Customer relations
- Type: Thesis
- Identifier: uj:4354 , http://hdl.handle.net/10210/9703
- Description: M.Com. , Please refer to full text to view abstract
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A business tourist service quality scorecard for predicting tourist retention
- Authors: Swart, Magdalena Petronella
- Date: 2013-07-18
- Subjects: Tourism - Evaluation , Tourists - Attitudes , Consumer satisfaction
- Type: Thesis
- Identifier: uj:7652 , http://hdl.handle.net/10210/8521
- Description: D.Comm. (Leadership in Performance and Change) , The National Department of Tourism (NDT), in the National Tourism Sector Strategy (NTSS), highlighted the need for research on tourist service satisfaction. According to the Global Competitiveness Programme (GCP), most of the dissatisfied tourists are business travelers. There are gaps in the literature with reference to the operationalisation of, and relationship between, service quality scores and retention scores in the business tourism industry. The contextualisation and conceptualisation of the proposed SQSC will be supported by a discussion on service quality, the Balanced ScoreCard (BSC), and the relationship between service quality and the BSC. The proposed mediating role of Business Tourist Satisfaction (hereafter mostly referred to as Satisfaction) will be highlighted, while evidence will be provided that Business Tourist Retention (hereafter mostly referred to as Retention) can be a criterion variable in this measurement. It is also apparent that using specific market segmentation variables will enable business tourism managers to build business tourist retention strategies.
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- Authors: Swart, Magdalena Petronella
- Date: 2013-07-18
- Subjects: Tourism - Evaluation , Tourists - Attitudes , Consumer satisfaction
- Type: Thesis
- Identifier: uj:7652 , http://hdl.handle.net/10210/8521
- Description: D.Comm. (Leadership in Performance and Change) , The National Department of Tourism (NDT), in the National Tourism Sector Strategy (NTSS), highlighted the need for research on tourist service satisfaction. According to the Global Competitiveness Programme (GCP), most of the dissatisfied tourists are business travelers. There are gaps in the literature with reference to the operationalisation of, and relationship between, service quality scores and retention scores in the business tourism industry. The contextualisation and conceptualisation of the proposed SQSC will be supported by a discussion on service quality, the Balanced ScoreCard (BSC), and the relationship between service quality and the BSC. The proposed mediating role of Business Tourist Satisfaction (hereafter mostly referred to as Satisfaction) will be highlighted, while evidence will be provided that Business Tourist Retention (hereafter mostly referred to as Retention) can be a criterion variable in this measurement. It is also apparent that using specific market segmentation variables will enable business tourism managers to build business tourist retention strategies.
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