Measuring the impact of perceived quality of service and price amongst restaurant customers in Johannesburg.
- Authors: Grobbelaar, Sarel Francois
- Date: 2008-04-22T06:16:23Z
- Subjects: Johannesburg (South Africa) , customer services , restaurant prices , Consumer satisfaction
- Type: Thesis
- Identifier: uj:8425 , http://hdl.handle.net/10210/258
- Description: Prof. F.J. Herbst
- Full Text:
- Authors: Grobbelaar, Sarel Francois
- Date: 2008-04-22T06:16:23Z
- Subjects: Johannesburg (South Africa) , customer services , restaurant prices , Consumer satisfaction
- Type: Thesis
- Identifier: uj:8425 , http://hdl.handle.net/10210/258
- Description: Prof. F.J. Herbst
- Full Text:
An investigation into the quality of service delivered by the South African Police Service in the North Rand, Gauteng.
- Authors: Mofomme, Audrey Leah
- Date: 2007-10-24T13:43:30Z
- Subjects: Gauteng ( South Africa ) , customer services , South African Police Service
- Type: Thesis
- Identifier: uj:6398 , http://hdl.handle.net/10210/115
- Description: An investigation was conducted into the level and quality of service delivered by the South African Police Service in the Client Service Centres. The problem identification was based on the fact that the Police are the first representatives of the Criminal Justice System with which victims of crime come into contact. It is therefore important that they are not treated bad or victimised by the officials. Quality was measured in terms of the principles of batho pele. The concept of ubuntu was introduced to see how it could be used to enhance these principles. A customer service model was developed and used to evaluate the quality of service rendered by the SAPS. Interviews were conducted with staff, customers and managers. The results of the study showed that employees of the SAPS do not experience internal quality. It was also found that customers were satisfied with the administrative services they received from the police officials. However, the quality of the service rendered is very poor as principles of batho pele are not applied. Police management must apply the principles of batho pele to the employees and empower them to be able to render quality service to the community. , Dr. N.R. Barnes
- Full Text:
- Authors: Mofomme, Audrey Leah
- Date: 2007-10-24T13:43:30Z
- Subjects: Gauteng ( South Africa ) , customer services , South African Police Service
- Type: Thesis
- Identifier: uj:6398 , http://hdl.handle.net/10210/115
- Description: An investigation was conducted into the level and quality of service delivered by the South African Police Service in the Client Service Centres. The problem identification was based on the fact that the Police are the first representatives of the Criminal Justice System with which victims of crime come into contact. It is therefore important that they are not treated bad or victimised by the officials. Quality was measured in terms of the principles of batho pele. The concept of ubuntu was introduced to see how it could be used to enhance these principles. A customer service model was developed and used to evaluate the quality of service rendered by the SAPS. Interviews were conducted with staff, customers and managers. The results of the study showed that employees of the SAPS do not experience internal quality. It was also found that customers were satisfied with the administrative services they received from the police officials. However, the quality of the service rendered is very poor as principles of batho pele are not applied. Police management must apply the principles of batho pele to the employees and empower them to be able to render quality service to the community. , Dr. N.R. Barnes
- Full Text:
Factors influencing a customer service culture in a higher education environment.
- Authors: Liebenberg, Jacques Stefan
- Date: 2007-10-24T13:23:34Z
- Subjects: job satisfaction , corporate culture , customer services , universities and colleges , Technikon Pretoria
- Type: Thesis
- Identifier: uj:11677 , http://hdl.handle.net/10210/113
- Description: All organisations, including higher education institutions, are subjected to the demands and competition of the market in which they function. Over the past few years there has been a steady increase in the level of competitiveness of the higher education sector. The days when higher education institutions could dictate to learners are definitely something of the past, and quality service and customer care are becoming more important. In order to retain and expand market share, highquality service must be rendered. Due to the very nature of higher education institutions, the contribution and role of employees are quite significant. The nature of corporate culture and level of job satisfaction, as in the case of the private sector, have an impact on the delivery of customer service. The question, however, is: Do a positive corporate culture and high levels of job satisfaction contribute to the level of learner satisfaction in a higher education environment? In order to investigate this matter, empirical research was conducted by presenting two structured questionnaires (a culture survey and a job satisfaction survey) to employees, and a learner satisfaction questionnaire to learners. Based on the data obtained through the research, a rank-order correlation was done to establish whether or not there is a significant relationship between corporate culture, job satisfaction and learner satisfaction. The findings show that there is not a significant relationship between learner satisfaction and job satisfaction. However, a relationship was observed between corporate culture and learner satisfaction. From this observation it can be deduced that a positive corporate culture could contribute to learner satisfaction. , Dr. NR Barnes
- Full Text:
- Authors: Liebenberg, Jacques Stefan
- Date: 2007-10-24T13:23:34Z
- Subjects: job satisfaction , corporate culture , customer services , universities and colleges , Technikon Pretoria
- Type: Thesis
- Identifier: uj:11677 , http://hdl.handle.net/10210/113
- Description: All organisations, including higher education institutions, are subjected to the demands and competition of the market in which they function. Over the past few years there has been a steady increase in the level of competitiveness of the higher education sector. The days when higher education institutions could dictate to learners are definitely something of the past, and quality service and customer care are becoming more important. In order to retain and expand market share, highquality service must be rendered. Due to the very nature of higher education institutions, the contribution and role of employees are quite significant. The nature of corporate culture and level of job satisfaction, as in the case of the private sector, have an impact on the delivery of customer service. The question, however, is: Do a positive corporate culture and high levels of job satisfaction contribute to the level of learner satisfaction in a higher education environment? In order to investigate this matter, empirical research was conducted by presenting two structured questionnaires (a culture survey and a job satisfaction survey) to employees, and a learner satisfaction questionnaire to learners. Based on the data obtained through the research, a rank-order correlation was done to establish whether or not there is a significant relationship between corporate culture, job satisfaction and learner satisfaction. The findings show that there is not a significant relationship between learner satisfaction and job satisfaction. However, a relationship was observed between corporate culture and learner satisfaction. From this observation it can be deduced that a positive corporate culture could contribute to learner satisfaction. , Dr. NR Barnes
- Full Text:
The assessment of new economy leadership impact amongst relationship managers in the banking industry.
- Van der Merwe, Ernest Lodewickus
- Authors: Van der Merwe, Ernest Lodewickus
- Date: 2008-05-06T10:11:11Z
- Subjects: customer relations management , customer services , banks and banking , ABSA bank , relationship marketing , leadership , organizational change
- Type: Thesis
- Identifier: uj:6775 , http://hdl.handle.net/10210/318
- Description: Prof. F. Herbst
- Full Text:
- Authors: Van der Merwe, Ernest Lodewickus
- Date: 2008-05-06T10:11:11Z
- Subjects: customer relations management , customer services , banks and banking , ABSA bank , relationship marketing , leadership , organizational change
- Type: Thesis
- Identifier: uj:6775 , http://hdl.handle.net/10210/318
- Description: Prof. F. Herbst
- Full Text:
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