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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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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Private banking customers' perceptions of retention strategies
- Authors: Basson, Gerhardus Coenraad
- Date: 2012-06-04
- Subjects: Banks and banking - Customer services , Consumer satisfaction , Customer retention
- Type: Mini-Dissertation
- Identifier: uj:2373 , http://hdl.handle.net/10210/4828
- Description: M.Comm. , There has been a great deal of attention paid to the issue of customer acquisition, but less has been paid to customer retention. Ang and Buttle (2006:83) highlight that while customer retention has been a significant topic since the mid – 1990s, little research has been conducted into management processes that are associated with excellent customer retention performance. The banking industry has gone through major changes in the past years, due to technology enhancement and mergers. Competition is based on lower interest rates, payment terms and costs, factors which have had a major effect on the retention of customers. This poses the question how private banks go about retaining customers.
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- Authors: Basson, Gerhardus Coenraad
- Date: 2012-06-04
- Subjects: Banks and banking - Customer services , Consumer satisfaction , Customer retention
- Type: Mini-Dissertation
- Identifier: uj:2373 , http://hdl.handle.net/10210/4828
- Description: M.Comm. , There has been a great deal of attention paid to the issue of customer acquisition, but less has been paid to customer retention. Ang and Buttle (2006:83) highlight that while customer retention has been a significant topic since the mid – 1990s, little research has been conducted into management processes that are associated with excellent customer retention performance. The banking industry has gone through major changes in the past years, due to technology enhancement and mergers. Competition is based on lower interest rates, payment terms and costs, factors which have had a major effect on the retention of customers. This poses the question how private banks go about retaining customers.
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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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Bestuurs- en klantpersepsie rakende dienslewering in die supermarkbedryf
- Authors: Ehlers, L.
- Date: 2012-08-16
- Subjects: Customer services , Consumer satisfaction , Supermarkets -- Customer services
- Type: Thesis
- Identifier: uj:9441 , http://hdl.handle.net/10210/5873
- Description: M.Comm. , Gegewe die agtergrond en die probleemstelling kan die studie soos volg geformuleer word: Die primere doelwit van die studie is om die gaping tussen die persepsie van supermarkbestuurders oor die diens wat gelewer word in hulle ondernemings en die persepsie van hul klante oor die diens wat werklik gelewer is, te ondersoek. Daarbenewens sou die studie ook bepaalde sekondere doelwitte he: 1.3.1. Om die belangrikheid van bestuursdeelname by die lewering van kwaliteit diens aan te dui. 1.3.2. Om aan te dui hoe belangrik goeie klantediens vir die algehele beeld en bemarking van die ondememing is. 1.3.3. Om vas te stel of bestuur die behoeftes van die klant in ag neem by die daarstel van 'n klantediensbeleid. 1.3.4. Om te bepaal of bestuur werklik bewus is van water kwaliteit klantediens in sy ondememing gelewer word. 1.3.5 Om te bepaal wat die verwagtinge is wat die klant koester met betrekking tot klantediens.
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- Authors: Ehlers, L.
- Date: 2012-08-16
- Subjects: Customer services , Consumer satisfaction , Supermarkets -- Customer services
- Type: Thesis
- Identifier: uj:9441 , http://hdl.handle.net/10210/5873
- Description: M.Comm. , Gegewe die agtergrond en die probleemstelling kan die studie soos volg geformuleer word: Die primere doelwit van die studie is om die gaping tussen die persepsie van supermarkbestuurders oor die diens wat gelewer word in hulle ondernemings en die persepsie van hul klante oor die diens wat werklik gelewer is, te ondersoek. Daarbenewens sou die studie ook bepaalde sekondere doelwitte he: 1.3.1. Om die belangrikheid van bestuursdeelname by die lewering van kwaliteit diens aan te dui. 1.3.2. Om aan te dui hoe belangrik goeie klantediens vir die algehele beeld en bemarking van die ondememing is. 1.3.3. Om vas te stel of bestuur die behoeftes van die klant in ag neem by die daarstel van 'n klantediensbeleid. 1.3.4. Om te bepaal of bestuur werklik bewus is van water kwaliteit klantediens in sy ondememing gelewer word. 1.3.5 Om te bepaal wat die verwagtinge is wat die klant koester met betrekking tot klantediens.
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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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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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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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Customer expectations and perceptions of service quality at a private medical practice : an exploratory study
- Authors: Peer, Mohammed
- Date: 2012-08-06
- Subjects: Medical practice , Medical care surveys , Consumer satisfaction
- Type: Mini-Dissertation
- Identifier: uj:8935 , http://hdl.handle.net/10210/5407
- Description: M.Comm. , The aim of this dissertation is to investigate customer expectations and perceptions of service quality at a private medical practice. The competitive nature of the healthcare industry means that customers have a wide choice of providers from whom to choose. Thus, providers' inability to deliver an acceptable quality of service and customer dissatisfaction is more likely to lead to critical customer behaviours such as switching medical providers and/or influencing others negatively in their perception of a provider's service quality. In order to meet customers' expectations of service quality, organisations must have a system in place that enables them to identify the service expectations of their customers and, furthermore, must ensure that these expectations are met. To achieve its aims, this study utilised both qualitative and quantitative research approaches. The qualitative research was in the form of in-depth interviews while a structured questionnaire using an adapted SERVQUAL instrument was used for the quantitative phase of the study. The findings of the in-depth interviews were used to adapt the SERVQUAL instrument. The sample size consisted of 220 respondents and systematic sampling was used. Data collected was analysed using the computer programme Statistical Package for Social Science. Descriptive statistics and non-parametric tests including the Mann-Whitney and Kruskai-Wallis tests were the main statistical tools used in the analysis. The results of the study show that patients generally perceive the service quality offered at the medical practice as good on all items. However, when the perception scores were compared to the expectations scores, the findings showed that the expectations were higher than the perceptions on most items. Furthermore, the results showed a positive relationship between patient satisfaction and positive future behavioural intentions toward a medical practice. In conclusion, it can be said that service quality provided at the medical practice is good. However, attention needs to be given to the differing expectations and perceptions of the medical practice's patients, with the aim of closing the gap identified. This can be done by better understanding the Gaps model of service quality with particular reference to provider gap 2 (selecting the right service standards) and provider gap 3 (delivering according to service designs and standards). Measures taken aimed at closing these two gaps can help ensure that customer expectations are met.
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- Authors: Peer, Mohammed
- Date: 2012-08-06
- Subjects: Medical practice , Medical care surveys , Consumer satisfaction
- Type: Mini-Dissertation
- Identifier: uj:8935 , http://hdl.handle.net/10210/5407
- Description: M.Comm. , The aim of this dissertation is to investigate customer expectations and perceptions of service quality at a private medical practice. The competitive nature of the healthcare industry means that customers have a wide choice of providers from whom to choose. Thus, providers' inability to deliver an acceptable quality of service and customer dissatisfaction is more likely to lead to critical customer behaviours such as switching medical providers and/or influencing others negatively in their perception of a provider's service quality. In order to meet customers' expectations of service quality, organisations must have a system in place that enables them to identify the service expectations of their customers and, furthermore, must ensure that these expectations are met. To achieve its aims, this study utilised both qualitative and quantitative research approaches. The qualitative research was in the form of in-depth interviews while a structured questionnaire using an adapted SERVQUAL instrument was used for the quantitative phase of the study. The findings of the in-depth interviews were used to adapt the SERVQUAL instrument. The sample size consisted of 220 respondents and systematic sampling was used. Data collected was analysed using the computer programme Statistical Package for Social Science. Descriptive statistics and non-parametric tests including the Mann-Whitney and Kruskai-Wallis tests were the main statistical tools used in the analysis. The results of the study show that patients generally perceive the service quality offered at the medical practice as good on all items. However, when the perception scores were compared to the expectations scores, the findings showed that the expectations were higher than the perceptions on most items. Furthermore, the results showed a positive relationship between patient satisfaction and positive future behavioural intentions toward a medical practice. In conclusion, it can be said that service quality provided at the medical practice is good. However, attention needs to be given to the differing expectations and perceptions of the medical practice's patients, with the aim of closing the gap identified. This can be done by better understanding the Gaps model of service quality with particular reference to provider gap 2 (selecting the right service standards) and provider gap 3 (delivering according to service designs and standards). Measures taken aimed at closing these two gaps can help ensure that customer expectations are met.
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Customer experience within a process-centred approach at the Industrial Development Corporation
- Authors: Shuping, Thato Tshepo
- Date: 2014-10-20
- Subjects: Consumer satisfaction , Branding (Marketing)
- Type: Thesis
- Identifier: uj:12642 , http://hdl.handle.net/10210/12460
- Description: M.Com. (Business Management) , What really drives business success? Ten, twenty years ago, it would have been somewhat easier to answer this pertinent question. What were seen as central to business success were functional hard core derivatives i.e. operational efficiency, financial discipline and speed to market. Customers, essentially customer experience, were never part of the equation. For those very few organisations that bid to be anything different, the concepts customer experience and customer satisfaction were merely an afterthought. Today the picture is slightly different. Organisations are now applying a contemporary business approach and showing more appreciation for customers. Organisations realise that by creating an environment that is pro—consumer, an environment that achieves and maintains a fair balance between organisational process efficacies and customers’ needs, an environment that harnesses employees productivity and encourages fluid communication passage between the organisation and its customers, they will not only connect with their customers on an emotional level, but they will be able to build a sustainable brand asset and a long-lasting profitable relationships with their customers. It is for this reason that the four customer experience elements namely: process, people, channel approach and branding were selected as premise for this study. This study tries to understand and establish the influence of customer experience elements on customer satisfaction at the Industrial Development Corporation (IDC). An investigation was conducted on customer experience within a process-centred approach at the IDC. The study was steered in two stages. The first stage focused on exploratory research, and the second stage focused on descriptive research. The sample consisted of 276 customers. In-depth interviews were conducted with customers to assist the researcher in developing the statements in the questionnaire. A self-administered questionnaire was designed based on theoretical literature provided within the study and information gathered through the in-depth interviews. Various statistical analysis procedures were used to achieve the objectives of the study, including factor analysis, rotated factor matrix, Cronbach’s alpha, multiple regression and comparison analysis.
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- 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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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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An investigation into customer satisfaction levels in a highly technical environment
- Authors: Louwrens, Hermanus Barend
- Date: 2012-03-14
- Subjects: Sasol (Firm) customer services , Consumer satisfaction
- Type: Mini-Dissertation
- Identifier: uj:2158 , http://hdl.handle.net/10210/4531
- Description: M.Comm. , This study was performed in cooperation with Sasol Technology, Research and Development. During 2001 Sasol Technology R&D began a restructuring process in order to cater for the research needs of their customers - the Sasol Business Units. The primary objective of the study was to determine a baseline for customer satisfaction within Sasol Technology R&D. The study was done in the format of a customer satisfaction survey during September and October, 2002. As customer satisfaction is based on the principles of continuous improvement this study was complemented with a literature study on the principles and implementation of service level management. This study also determined customer priorities, areas and priorities for improvements, R&D's alignment with BU priorities, and most importantly, set a baseline for future comparison. Some of the most important findings from this study are; communication which is the most important area (quality dimension) for Sasol Technology R&D to focus on in order to improve overall customer satisfaction levels. Communication is shortly followed by strategic alignment as the quality dimension that will impact most on the BU's satisfaction levels. It was also found that Sasol Technology R&D's performance is aligned with the areas that are most important to the Sasol Business Units. Sasol Technology R&D obtained an overall customer satisfaction index of 61.6 %. A strong correlation was observed between Sasol Technology R&D's participation in the strategic sessions of the business units and the satisfaction levels of the business units. All Sasol Business Units made use of other technology suppliers in addition to R&D's services in the period prior to this study.
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- Authors: Louwrens, Hermanus Barend
- Date: 2012-03-14
- Subjects: Sasol (Firm) customer services , Consumer satisfaction
- Type: Mini-Dissertation
- Identifier: uj:2158 , http://hdl.handle.net/10210/4531
- Description: M.Comm. , This study was performed in cooperation with Sasol Technology, Research and Development. During 2001 Sasol Technology R&D began a restructuring process in order to cater for the research needs of their customers - the Sasol Business Units. The primary objective of the study was to determine a baseline for customer satisfaction within Sasol Technology R&D. The study was done in the format of a customer satisfaction survey during September and October, 2002. As customer satisfaction is based on the principles of continuous improvement this study was complemented with a literature study on the principles and implementation of service level management. This study also determined customer priorities, areas and priorities for improvements, R&D's alignment with BU priorities, and most importantly, set a baseline for future comparison. Some of the most important findings from this study are; communication which is the most important area (quality dimension) for Sasol Technology R&D to focus on in order to improve overall customer satisfaction levels. Communication is shortly followed by strategic alignment as the quality dimension that will impact most on the BU's satisfaction levels. It was also found that Sasol Technology R&D's performance is aligned with the areas that are most important to the Sasol Business Units. Sasol Technology R&D obtained an overall customer satisfaction index of 61.6 %. A strong correlation was observed between Sasol Technology R&D's participation in the strategic sessions of the business units and the satisfaction levels of the business units. All Sasol Business Units made use of other technology suppliers in addition to R&D's services in the period prior to this study.
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The development of customer perceptions into multi-level regression-based impact measures for the improvement of customer loyalty
- Authors: Hoko, Martin
- Date: 2012-08-20
- Subjects: Consumer satisfaction , Customer loyalty
- Type: Thesis
- Identifier: uj:2767 , http://hdl.handle.net/10210/6208
- Description: M.B.A. , Straddling the tropic of Capricorn, land-locked Botswana spans a vast 581,730 square kilometres in area. The country shares borders with Namibia to the north and west, Zambia and Zimbabwe to the north-east, and South Africa to the east and south. The Botswana Central Statistics Office (CSO) estimate a 2001 population of 1,68 million with an annual growth rate of 2.4% (Annual Economic Report, (2003)). The population is concentrated mainly in the fertile eastern and southern one third of the country. The remaining two thirds of the country's land is covered with the thick sands of the Kgalagadi Desert. Rainfall in the country is sporadic and erratic. According to the 2001 National Census the urban population of the country stands at 52.1% with the capital Gaborone accounting for 10.1% of the country's population. Francistown, the second and only other city, accounts for 4.9% of the country's population. The remainder of the urban population is distributed among 14 smaller urban centres. Gaborone accounts for 26.9% of the country's population between the ages of 25 and 54 years (Annual Economic Report, 2003.) 1.1.2. Communication The communication network is fairly sophisticated with 19.4% of the county's roads paved. The telephone network is fully digital, with Internet, e-mail, fax facilities available in all major centres of the country. Telex, data-switching, satellite-link and voice-mail service are also available nationwide. There are two cellular phone service provides and eleven internet service providers (ISPs). There are 27 Batswana to a telephone. (See Table 1: Botswana Social Statistics 2001 Table 1: Botswana Social Statistics: 2001 Life Expectancy 65.2 Population per Physician 3448 Persons per telephone 27 Persons per radio 95 Daily Newspapers 1 Persons per vehicle 21 Paved roads % 19.4 Primary School numbers 330,767 Tertiary education numbers 128,744 Literacy rate % 70 (Source: Annual Economic Report: 2003) 1.1.3. Economic performance Domestic output, as measured by Gross Domestic Product (GDP), is estimated to have grown, in nominal terms from P16.54 billion (SAR 25,47 billion) in 2000/2001 to P16.91 billion (SAR 26,04 billion) in 2001/2002, representing an increase of 2.3%. The increase for the previous year had been 17.2% (Annual Economic Report 2003) A slump in mining, with a growth rate of 3.1% (17.2% the previous year) was the major contributor to the slow growth. Banks, Insurance and Business services also shared significant growth among the non-mining sectors of the economy. (See Table 2: Economic Structure).
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- Authors: Hoko, Martin
- Date: 2012-08-20
- Subjects: Consumer satisfaction , Customer loyalty
- Type: Thesis
- Identifier: uj:2767 , http://hdl.handle.net/10210/6208
- Description: M.B.A. , Straddling the tropic of Capricorn, land-locked Botswana spans a vast 581,730 square kilometres in area. The country shares borders with Namibia to the north and west, Zambia and Zimbabwe to the north-east, and South Africa to the east and south. The Botswana Central Statistics Office (CSO) estimate a 2001 population of 1,68 million with an annual growth rate of 2.4% (Annual Economic Report, (2003)). The population is concentrated mainly in the fertile eastern and southern one third of the country. The remaining two thirds of the country's land is covered with the thick sands of the Kgalagadi Desert. Rainfall in the country is sporadic and erratic. According to the 2001 National Census the urban population of the country stands at 52.1% with the capital Gaborone accounting for 10.1% of the country's population. Francistown, the second and only other city, accounts for 4.9% of the country's population. The remainder of the urban population is distributed among 14 smaller urban centres. Gaborone accounts for 26.9% of the country's population between the ages of 25 and 54 years (Annual Economic Report, 2003.) 1.1.2. Communication The communication network is fairly sophisticated with 19.4% of the county's roads paved. The telephone network is fully digital, with Internet, e-mail, fax facilities available in all major centres of the country. Telex, data-switching, satellite-link and voice-mail service are also available nationwide. There are two cellular phone service provides and eleven internet service providers (ISPs). There are 27 Batswana to a telephone. (See Table 1: Botswana Social Statistics 2001 Table 1: Botswana Social Statistics: 2001 Life Expectancy 65.2 Population per Physician 3448 Persons per telephone 27 Persons per radio 95 Daily Newspapers 1 Persons per vehicle 21 Paved roads % 19.4 Primary School numbers 330,767 Tertiary education numbers 128,744 Literacy rate % 70 (Source: Annual Economic Report: 2003) 1.1.3. Economic performance Domestic output, as measured by Gross Domestic Product (GDP), is estimated to have grown, in nominal terms from P16.54 billion (SAR 25,47 billion) in 2000/2001 to P16.91 billion (SAR 26,04 billion) in 2001/2002, representing an increase of 2.3%. The increase for the previous year had been 17.2% (Annual Economic Report 2003) A slump in mining, with a growth rate of 3.1% (17.2% the previous year) was the major contributor to the slow growth. Banks, Insurance and Business services also shared significant growth among the non-mining sectors of the economy. (See Table 2: Economic Structure).
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The effect of supply chain optimisation on the sales and profitability of RS Components SA Ltd.
- Authors: Pretorius, Nadine
- Date: 2012-08-28
- Subjects: Business logistics -- South Africa , Delivery of goods -- South Africa , Customer services , Consumer satisfaction , Customer loyalty
- Type: Thesis
- Identifier: uj:3338 , http://hdl.handle.net/10210/6739
- Description: M.Comm. , The methodology of supply chain optimisation is a fairly new concept in the field of logistics management and is also referred to as value chain optimisation. This short dissertation explores and describes the effects of a national improvement in supply chain processes on the sales and profitability of RS Components SA. The study contains discussions from various theoretical disciplines and includes topics such as customer service, customer satisfaction, customer loyalty, logistics management and supply chain methodology. The link between the performance of the logistics processes and perceived customer service levels is also discussed in detail. Finally the study will show how improved logistical performance can lead to improved levels of customer satisfaction, which in turn leads to customer loyalty and increased profitability. In order to improve the organisation's national supply chain, RS Components SA decided to open a new Trade Counter in the Cape Town sales region. Before the opening of this Trade Counter however, improvements were made to the national logistical network to ensure seamless integration of the new sales branch as a fully operational warehouse. Various financial indicators were measured for the year after the opening of the new Trade Counter in Cape Town, in order to compare such figures to the year prior to the opening of said Trade Counter. The primary results were as follows: Sales for the Cape Town sales region have increased by a greater margin than originally budgeted for. The sales growth target was exceeded by 30.21%. The number of invoices generated for the year after the opening of the Trade Counter in Cape Town has increased steadily while the average invoice value has shown no mentionable growth. This indicates that the Trade Counter in Cape Town has spurned a greater percentage of repeat purchases and that sales have not merely increased due to bigger sales orders. Growth in the number of individual purchasing customers for the Cape Town region also reached a staggering growth of 71.71% compared to the growth target of 45%. Substantial growth was also achieved throughout the year for the number of Trade Counter visits to the Cape Town Trade Counter. Whilst staggering growth rates were achieved in all of the above-mentioned categories, overhead expenses came in lower than was originally budgeted for the Cape Town sales region. A saving of 3.65% was achieved against a sales growth of 75.21%. In conclusion, this study indicated an increase in sales and profitability in the Cape Town sales region. Based on the success achieved through supply chain optimisation, both in terms of increased revenue as well as perceived levels of customer satisfaction, a recommendation is made for further expansion of the supply chain network of RS Components SA through the opening of a new Trade Counter in Durban.
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- Authors: Pretorius, Nadine
- Date: 2012-08-28
- Subjects: Business logistics -- South Africa , Delivery of goods -- South Africa , Customer services , Consumer satisfaction , Customer loyalty
- Type: Thesis
- Identifier: uj:3338 , http://hdl.handle.net/10210/6739
- Description: M.Comm. , The methodology of supply chain optimisation is a fairly new concept in the field of logistics management and is also referred to as value chain optimisation. This short dissertation explores and describes the effects of a national improvement in supply chain processes on the sales and profitability of RS Components SA. The study contains discussions from various theoretical disciplines and includes topics such as customer service, customer satisfaction, customer loyalty, logistics management and supply chain methodology. The link between the performance of the logistics processes and perceived customer service levels is also discussed in detail. Finally the study will show how improved logistical performance can lead to improved levels of customer satisfaction, which in turn leads to customer loyalty and increased profitability. In order to improve the organisation's national supply chain, RS Components SA decided to open a new Trade Counter in the Cape Town sales region. Before the opening of this Trade Counter however, improvements were made to the national logistical network to ensure seamless integration of the new sales branch as a fully operational warehouse. Various financial indicators were measured for the year after the opening of the new Trade Counter in Cape Town, in order to compare such figures to the year prior to the opening of said Trade Counter. The primary results were as follows: Sales for the Cape Town sales region have increased by a greater margin than originally budgeted for. The sales growth target was exceeded by 30.21%. The number of invoices generated for the year after the opening of the Trade Counter in Cape Town has increased steadily while the average invoice value has shown no mentionable growth. This indicates that the Trade Counter in Cape Town has spurned a greater percentage of repeat purchases and that sales have not merely increased due to bigger sales orders. Growth in the number of individual purchasing customers for the Cape Town region also reached a staggering growth of 71.71% compared to the growth target of 45%. Substantial growth was also achieved throughout the year for the number of Trade Counter visits to the Cape Town Trade Counter. Whilst staggering growth rates were achieved in all of the above-mentioned categories, overhead expenses came in lower than was originally budgeted for the Cape Town sales region. A saving of 3.65% was achieved against a sales growth of 75.21%. In conclusion, this study indicated an increase in sales and profitability in the Cape Town sales region. Based on the success achieved through supply chain optimisation, both in terms of increased revenue as well as perceived levels of customer satisfaction, a recommendation is made for further expansion of the supply chain network of RS Components SA through the opening of a new Trade Counter in Durban.
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Investigating the factors that influence client satisfaction: case study, Barat Carbide
- Authors: Ratanjee, Neekul J.
- Date: 2009-04-30T09:27:25Z
- Subjects: Consumer satisfaction , Employee loyalty
- Type: Thesis
- Identifier: uj:8336 , http://hdl.handle.net/10210/2462
- Description: M.B.A. , Throughout the world companies are restructuring there processes. Companies are trying to provide a better service to the customers with the same cost or alternatively at a lower cost. The service-profit chain is an equation that establishes the relationship between corporate policies, employee satisfaction, value creation, customer loyalty and profitability. This paper examines the direct relationship between employee satisfaction and customer satisfaction. It concentrates on the elements that influence employee and customer satisfaction in line with “Heskett’s Service Profit Chain” model.
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- Authors: Ratanjee, Neekul J.
- Date: 2009-04-30T09:27:25Z
- Subjects: Consumer satisfaction , Employee loyalty
- Type: Thesis
- Identifier: uj:8336 , http://hdl.handle.net/10210/2462
- Description: M.B.A. , Throughout the world companies are restructuring there processes. Companies are trying to provide a better service to the customers with the same cost or alternatively at a lower cost. The service-profit chain is an equation that establishes the relationship between corporate policies, employee satisfaction, value creation, customer loyalty and profitability. This paper examines the direct relationship between employee satisfaction and customer satisfaction. It concentrates on the elements that influence employee and customer satisfaction in line with “Heskett’s Service Profit Chain” model.
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Value engineering within a changing telecommunication market
- Authors: Geyser, Deon
- Date: 2011-11-30
- Subjects: Consumer satisfaction , Strategic planning , Organizational learning , Value analysis (Cost control) , Reengineering (Management) , Telecommunication management , Organizational change
- Type: Thesis
- Identifier: uj:1763 , http://hdl.handle.net/10210/4117
- Description: M.Ing. , The telecommunications industry worldwide is experiencing massive downsizing activities as the mobile telecommunications market is flooded with mobile operators. In Europe and other leading countries world wide, fixed line operators are able to cover more than 90% of the population of the country and there is not such a necessity for a mobile service as in a country such as South Africa, where less than 50% of the population is connected to a fixed line operator. Together with many investors, planning to create substantial returns on investments saturated the communication market in these worldleading countries. When mobile data transfer, in the form of GPRS (General Packet Radios Services) and UMTS (Universal Mobile Telecommunication System), was developed it was estimated that the amount of mobile data transferred (via mobile operators) per annum would exceed the amount of data transferred by normal fixed line transport (fixed line operators). Many mobile cellular operators worldwide have invested in these technologies but their ROI (Return on Investment) is not nearly as good as was estimated in the initial feasibility study of the technologies. Together, these issues have had a negative impact on all the world leading mobile communication infrastructure suppliers, which had to downsize to accommodate the decrease in world business. Only 3rd world countries (such as in Africa) are still expanding their mobile networks and are creating some business opportunities for the world leading suppliers, but it is unfortunately not sufficient to sustain the current business. With the initial roll out of GSM (Global system for mobile communication) network infrastructure suppliers could ask what they want for the equipment and services supplied, as these were hard to imitate, but as the market grew, more competitors were able to meet their standards in equipment quality and better the price and service.
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- Authors: Geyser, Deon
- Date: 2011-11-30
- Subjects: Consumer satisfaction , Strategic planning , Organizational learning , Value analysis (Cost control) , Reengineering (Management) , Telecommunication management , Organizational change
- Type: Thesis
- Identifier: uj:1763 , http://hdl.handle.net/10210/4117
- Description: M.Ing. , The telecommunications industry worldwide is experiencing massive downsizing activities as the mobile telecommunications market is flooded with mobile operators. In Europe and other leading countries world wide, fixed line operators are able to cover more than 90% of the population of the country and there is not such a necessity for a mobile service as in a country such as South Africa, where less than 50% of the population is connected to a fixed line operator. Together with many investors, planning to create substantial returns on investments saturated the communication market in these worldleading countries. When mobile data transfer, in the form of GPRS (General Packet Radios Services) and UMTS (Universal Mobile Telecommunication System), was developed it was estimated that the amount of mobile data transferred (via mobile operators) per annum would exceed the amount of data transferred by normal fixed line transport (fixed line operators). Many mobile cellular operators worldwide have invested in these technologies but their ROI (Return on Investment) is not nearly as good as was estimated in the initial feasibility study of the technologies. Together, these issues have had a negative impact on all the world leading mobile communication infrastructure suppliers, which had to downsize to accommodate the decrease in world business. Only 3rd world countries (such as in Africa) are still expanding their mobile networks and are creating some business opportunities for the world leading suppliers, but it is unfortunately not sufficient to sustain the current business. With the initial roll out of GSM (Global system for mobile communication) network infrastructure suppliers could ask what they want for the equipment and services supplied, as these were hard to imitate, but as the market grew, more competitors were able to meet their standards in equipment quality and better the price and service.
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Changes in physical evidence and the perception of service quality of patients in a hospital facility
- Authors: Holder, Sophia Magrieta
- Date: 2010-10-25T06:26:13Z
- Subjects: Consumer satisfaction , Service industries , Health facilities , Hospitals , Hospital patients , Medical care
- Type: Thesis
- Identifier: uj:6931 , http://hdl.handle.net/10210/3441
- Description: M.Comm. , Organisations could previously succeed on the basis of having customers, but now customers are more educated and aware of their rights. This makes them demanding in their service expectations and affect their perceptions of the service rendered. Physical evidence is one of the 7 P’s in marketing a service. The service that is to be marketed has to be developed according to demand by market segment. Marketing the service is essential to differentiate the organisation’s service from other similar services, using the correct competitive advantage. Physical environment in a health care setting have a significant effect on customer satisfaction, perceived service quality, intention to re-patronize and willingness to recommend. Physical evidence is the servicescape and consists of the interior and exterior environment in a facility Hospitals and hospital environments are dependant on the physical evidence in their facilities and this is often the deciding factor when it comes to choice of a facility. Although the independent doctors play a role in South Africa when it comes to choice of a facility, it is often the patient that chooses the facility on their perceptions of previous experience and word of mouth. Service quality is the difference between expectations and perceptions of the outcomes experienced by the customers. Service quality is essential for customer service and customer services are an essential part of services in the hospital and hospital environment. Although physical evidence was chosen as the dimension for the research, physical evidence is only one dimension of service quality. Other dimensions include reliability, responsiveness, assurance and empathy. A questionnaire was formulated based on the five above dimensions of the SERVQUAL developed by Parasuraman to evaluate the perceptions of patients in a maternity unit in a hospital setting to determine the effect by changing the physical evidence. The outcome of the study identified important aspects that can be utilized in managing an organisation in the health industry. It was identified that adequate seating around a bed is always important for patients in any circumstances, noise levels must be acceptable at all times, the décor in a maternity does influence the perception of service quality, patient’s records kept up to date by the nursing staff are seen as adequate in any physical environment and patients perceive the nurses as having their best interest at heart. This study has shown its importance through the use of a Quasi-experiment that physical evidence is an important dimension in the perception of service quality for patients in a maternity unit in the private health sector. This should be considered by management for future planning in the strategies of an organisation in the healthcare industry.
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- Authors: Holder, Sophia Magrieta
- Date: 2010-10-25T06:26:13Z
- Subjects: Consumer satisfaction , Service industries , Health facilities , Hospitals , Hospital patients , Medical care
- Type: Thesis
- Identifier: uj:6931 , http://hdl.handle.net/10210/3441
- Description: M.Comm. , Organisations could previously succeed on the basis of having customers, but now customers are more educated and aware of their rights. This makes them demanding in their service expectations and affect their perceptions of the service rendered. Physical evidence is one of the 7 P’s in marketing a service. The service that is to be marketed has to be developed according to demand by market segment. Marketing the service is essential to differentiate the organisation’s service from other similar services, using the correct competitive advantage. Physical environment in a health care setting have a significant effect on customer satisfaction, perceived service quality, intention to re-patronize and willingness to recommend. Physical evidence is the servicescape and consists of the interior and exterior environment in a facility Hospitals and hospital environments are dependant on the physical evidence in their facilities and this is often the deciding factor when it comes to choice of a facility. Although the independent doctors play a role in South Africa when it comes to choice of a facility, it is often the patient that chooses the facility on their perceptions of previous experience and word of mouth. Service quality is the difference between expectations and perceptions of the outcomes experienced by the customers. Service quality is essential for customer service and customer services are an essential part of services in the hospital and hospital environment. Although physical evidence was chosen as the dimension for the research, physical evidence is only one dimension of service quality. Other dimensions include reliability, responsiveness, assurance and empathy. A questionnaire was formulated based on the five above dimensions of the SERVQUAL developed by Parasuraman to evaluate the perceptions of patients in a maternity unit in a hospital setting to determine the effect by changing the physical evidence. The outcome of the study identified important aspects that can be utilized in managing an organisation in the health industry. It was identified that adequate seating around a bed is always important for patients in any circumstances, noise levels must be acceptable at all times, the décor in a maternity does influence the perception of service quality, patient’s records kept up to date by the nursing staff are seen as adequate in any physical environment and patients perceive the nurses as having their best interest at heart. This study has shown its importance through the use of a Quasi-experiment that physical evidence is an important dimension in the perception of service quality for patients in a maternity unit in the private health sector. This should be considered by management for future planning in the strategies of an organisation in the healthcare industry.
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