Library service quality : a case study of industrial engineering technology students
- Authors: Marowa, Yvonie Nyarai
- Date: 2015
- Subjects: Libraries - Customer services , Customer services - Quality control , Information services industry - Customer services , Academic libraries - South Africa - Johannesburg
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/84500 , uj:19228
- Description: Abstract: Libraries are service organisations whose main purpose is to assist the community with knowledge and information through their well-organised services. Service quality has become a topic of considerable interest in academic libraries. The escalating expectations of users have required libraries to upgrade their standard of services. Historically, the quality of a library has been measured by the size of its collection, an evaluation of what the library has, rather than what the library undertakes. Quality is now defined as an important concept that organisations and institutions must understand in order to remain competitive. Therefore, librarians are now required to provide quality library services and check whether the quality of service meets the users’ expectations. Service quality is regarded as very important as it promotes customer satisfaction, profitability and customer commitment. The purpose of this study is to evaluate the service quality of the University of Johannesburg at Doornfontein Campus from the Industrial Engineering students’ point of view. In this paper Industrial Engineering students’ perceptions of library services are discussed. A survey was conducted using a modified version of SERVQUAL and LibQUAL questionnaires to ascertain the views of Industrial Engineering students’ about the services provided at Doornfontein Campus library. The dimensions of service quality were determined through exploratory factor analysis. The data was analyzed using SPPS Version 22 through paired samples t- test. The gap difference between the student’s expectations and perceived services were calculated. The study shows that in all LibQUAL and SERVQUAL dimensions the average gap between the expectations and perceptions of the students is negative. In all dimensions of service quality students’ expectations had a higher level than that of the perceptions. Moreover, the comparison of all dimensions in both SERVQUAL and LibQUAL showed that the student’s perceptions of the received service quality was not the same. The study recommends that library staff will require education and more training on service improvement. This study contributes to the understanding of the weaknesses of SERVQUAL in investigating quality in libraries. Using both SERVQUAL and LibQUAL Model dimensions, it provides senior management of the University of Johannesburg at Doornfontein campus with a succinct view of the service delivery offered. A comparison of the two models intended to enhance all stakeholders’ an understanding of the SERVQUAL and LibQUAL Models. This is the first user survey conducted at Doornfontein campus of the University of Johannesburg to assess the service quality through Industrial Engineering students. , M.Tech. (Industrial Engineering)
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- Authors: Marowa, Yvonie Nyarai
- Date: 2015
- Subjects: Libraries - Customer services , Customer services - Quality control , Information services industry - Customer services , Academic libraries - South Africa - Johannesburg
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/84500 , uj:19228
- Description: Abstract: Libraries are service organisations whose main purpose is to assist the community with knowledge and information through their well-organised services. Service quality has become a topic of considerable interest in academic libraries. The escalating expectations of users have required libraries to upgrade their standard of services. Historically, the quality of a library has been measured by the size of its collection, an evaluation of what the library has, rather than what the library undertakes. Quality is now defined as an important concept that organisations and institutions must understand in order to remain competitive. Therefore, librarians are now required to provide quality library services and check whether the quality of service meets the users’ expectations. Service quality is regarded as very important as it promotes customer satisfaction, profitability and customer commitment. The purpose of this study is to evaluate the service quality of the University of Johannesburg at Doornfontein Campus from the Industrial Engineering students’ point of view. In this paper Industrial Engineering students’ perceptions of library services are discussed. A survey was conducted using a modified version of SERVQUAL and LibQUAL questionnaires to ascertain the views of Industrial Engineering students’ about the services provided at Doornfontein Campus library. The dimensions of service quality were determined through exploratory factor analysis. The data was analyzed using SPPS Version 22 through paired samples t- test. The gap difference between the student’s expectations and perceived services were calculated. The study shows that in all LibQUAL and SERVQUAL dimensions the average gap between the expectations and perceptions of the students is negative. In all dimensions of service quality students’ expectations had a higher level than that of the perceptions. Moreover, the comparison of all dimensions in both SERVQUAL and LibQUAL showed that the student’s perceptions of the received service quality was not the same. The study recommends that library staff will require education and more training on service improvement. This study contributes to the understanding of the weaknesses of SERVQUAL in investigating quality in libraries. Using both SERVQUAL and LibQUAL Model dimensions, it provides senior management of the University of Johannesburg at Doornfontein campus with a succinct view of the service delivery offered. A comparison of the two models intended to enhance all stakeholders’ an understanding of the SERVQUAL and LibQUAL Models. This is the first user survey conducted at Doornfontein campus of the University of Johannesburg to assess the service quality through Industrial Engineering students. , M.Tech. (Industrial Engineering)
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The measurement of customer service quality as a competitive strategy in an industrial environment
- Authors: Hickers, Melvin
- Date: 2012-08-27
- Subjects: Customer services - Quality control
- Type: Thesis
- Identifier: uj:3231 , http://hdl.handle.net/10210/6641
- Description: M.Tech. , This study deals with the measurement of customer service quality in an industrial environment. The concept was to measure service quality and then develop a competitive strategy based on this. The mechanism used is the SERVQUAL model. Subsequently reengineering aspects of customer service based on the findings is proposed as a competitive advantage. The study is diagnostic in nature offering insights on the application of a well researched service quality model in an industrial environment. The study was undertaken due to the necessity and position that the research organisation found itself in. Critical factors, that shaped the business environment contributed to the choice of the research. These being : Change Customers Competitors Michael E. Porter shows, in his book Competitive Advantag, creating and sustaining superior performance, that two competitive advantages can be accessed by most organisations, these being cost leadership and differentiation. Adding to this three generic strategies enable competitive advantage(s) through : Cost leadership (low cost production) Differentiation Focus. Based on the above the first and the last strategy, cost leadership and focus respectively, was not feasible for the organisation. The first strategy failed the sustainability hurdle while the last strategy was not entirely applicable. The answer emanated in differentiating from competitors. It was decided to differentiate on customer service. Research was conducted through questionnaires derived from the SERVQUAL model. The original customer questionnaire was modified to suit the research context, an industrial environment. Primary data was gathered via face to face interviews from a sample of 70 customers and 30 employees inclusive of management. Subsequently data was analysed by the SPSS statistical package. Findings are discussed, supported by tables and figures. The conclusions of this study shows that : o The SERVQUAL model is valid and reliable in an industrial environment. o The customer service as it exists is deficient substantiated by negative SERVQUAL gaps. A reengineering intervention can be applied to specific areas based on the findings. The competitive advantage aspect of reengineering customer service in future using the present gaps asbenchmarks
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- Authors: Hickers, Melvin
- Date: 2012-08-27
- Subjects: Customer services - Quality control
- Type: Thesis
- Identifier: uj:3231 , http://hdl.handle.net/10210/6641
- Description: M.Tech. , This study deals with the measurement of customer service quality in an industrial environment. The concept was to measure service quality and then develop a competitive strategy based on this. The mechanism used is the SERVQUAL model. Subsequently reengineering aspects of customer service based on the findings is proposed as a competitive advantage. The study is diagnostic in nature offering insights on the application of a well researched service quality model in an industrial environment. The study was undertaken due to the necessity and position that the research organisation found itself in. Critical factors, that shaped the business environment contributed to the choice of the research. These being : Change Customers Competitors Michael E. Porter shows, in his book Competitive Advantag, creating and sustaining superior performance, that two competitive advantages can be accessed by most organisations, these being cost leadership and differentiation. Adding to this three generic strategies enable competitive advantage(s) through : Cost leadership (low cost production) Differentiation Focus. Based on the above the first and the last strategy, cost leadership and focus respectively, was not feasible for the organisation. The first strategy failed the sustainability hurdle while the last strategy was not entirely applicable. The answer emanated in differentiating from competitors. It was decided to differentiate on customer service. Research was conducted through questionnaires derived from the SERVQUAL model. The original customer questionnaire was modified to suit the research context, an industrial environment. Primary data was gathered via face to face interviews from a sample of 70 customers and 30 employees inclusive of management. Subsequently data was analysed by the SPSS statistical package. Findings are discussed, supported by tables and figures. The conclusions of this study shows that : o The SERVQUAL model is valid and reliable in an industrial environment. o The customer service as it exists is deficient substantiated by negative SERVQUAL gaps. A reengineering intervention can be applied to specific areas based on the findings. The competitive advantage aspect of reengineering customer service in future using the present gaps asbenchmarks
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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.
- Full Text:
- 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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