- Title
- An empirical investigation of the extension of servqual to measure internal service quality in a motor vehicle manufacturing setting
- Creator
- Booi, Arthur Mzwandile
- ThesisAdvisor
- Elliott, Roger
- Subject
- Automobile industry and trade -- Quality control -- South Africa -- Eastern Cape Automobile industry and trade -- Customer services -- South Africa -- Eastern Cape Automobile industry and trade -- Quality control -- Statistical methods Customer services -- Quality control Automobile industry and trade -- Quality assurance -- South Africa -- Eastern Cape Consumer satisfaction Industrial productivity -- South Africa -- Eastern Cape
- Date
- 2004
- Type
- Thesis
- Type
- Masters
- Type
- MBA
- Identifier
- vital:801
- Identifier
- http://hdl.handle.net/10962/d1006139
- Description
- This research explores the role, which the construct, service quality plays in an internal marketing setting. This is achieved by evaluating the perceptions and expectations of the production department with regards to the service quality provided by the maintenance department of a South African motor vehicle manufacturer. This was done using the INTSERVQUAL instrument, which was found to be a reliable instrument for measuring internal service quality within this context. A positivist approach has been adopted in conducting this research. There are two main hypotheses for this study: the first hypothesis is concerned with the relationship between the overall internal service quality and the five dimensions of service quality namely: tangibles, empathy, reliability, responsiveness and reliability. The second hypothesis focuses on the relationship between the front line staff segments of the production department and the five dimensions of internal service quality. The results of this research suggest that the perceptions and expectations of internal service customer segments plays a major role in achieving internal service quality. In addition, the importance of the INTSERVQUAL instrument in measuring internal service quality within the motor vehicle manufacturing environment is confirmed.
- Format
- 141 leaves, pdf
- Publisher
- Rhodes University, Faculty of Commerce, Rhodes Investec Business School
- Language
- English
- Rights
- Booi, Arthur Mzwandile
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