Applicability of the SERVQUAL instrument under South African conditions : an assessment of four situations
- Authors: Pitt, Leyland Frederick
- Date: 1992
- Subjects: SERVQUAL instrument , Customer service , Measurement , Service quality , South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1160 , http://hdl.handle.net/10962/d1001627
- Description: On-going research in recent years has shown quality of product and service, as perceived by customer, relative to competition, to be the single most important factor contributing to organizational well-being. Quality of product and service also presents one of the most significant opportunities for corporate differentiation. A major requirement for the successful management of quality is therefore effective measurement. In the case of physical goods, progress has been made over a long period. However, in the case of services, real advances have only occurred within the past decade. The importance of service quality is also highlighted by the fact that most businesses today are losing customers due to its inadequacy, rather than poor products. Indeed, from the customer's point of view, services and products probably do not exist in a dichotomy, but, rather, along a spectrum. Therefore, the measurement of service quality is critical, not only in traditional service organizations, but in manufacturing situations as well. The development of the SERVQUAL questionnaire in 1988, offered researchers, perhaps for the first time, an apparently reliable and valid instrument for the measurement of service quality. However, to date the instrument has not been subjected to rigorous testing for reliability and validity in South Africa, across a range of service organizations, within a typology. In this study, the SERVQUAL instrument was used to measure service quality across a range of firms within the Larsson-Bowen contingency framework, under South African conditions. Its main objectives were to assess its reliability and validity in these circumstances. It was found that SERVQUAL performed well across all organizations within the Larsson-Bowen framework, under South African conditions, with regard to reliability, convergent and nomological validity. Its construct validity proved to be less sound, and it was not found to possess discriminant validity. It is suggested that this is less attributable to South African circumstances than to the nature of the organizations. In cases of low diversity of demand, the instrument appears to capture the essence of service quality less effectively. Means of overcoming this in future studies are suggested, as well as other directions for research in the area of service quality measurement
- Full Text:
- Date Issued: 1992
- Authors: Pitt, Leyland Frederick
- Date: 1992
- Subjects: SERVQUAL instrument , Customer service , Measurement , Service quality , South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1160 , http://hdl.handle.net/10962/d1001627
- Description: On-going research in recent years has shown quality of product and service, as perceived by customer, relative to competition, to be the single most important factor contributing to organizational well-being. Quality of product and service also presents one of the most significant opportunities for corporate differentiation. A major requirement for the successful management of quality is therefore effective measurement. In the case of physical goods, progress has been made over a long period. However, in the case of services, real advances have only occurred within the past decade. The importance of service quality is also highlighted by the fact that most businesses today are losing customers due to its inadequacy, rather than poor products. Indeed, from the customer's point of view, services and products probably do not exist in a dichotomy, but, rather, along a spectrum. Therefore, the measurement of service quality is critical, not only in traditional service organizations, but in manufacturing situations as well. The development of the SERVQUAL questionnaire in 1988, offered researchers, perhaps for the first time, an apparently reliable and valid instrument for the measurement of service quality. However, to date the instrument has not been subjected to rigorous testing for reliability and validity in South Africa, across a range of service organizations, within a typology. In this study, the SERVQUAL instrument was used to measure service quality across a range of firms within the Larsson-Bowen contingency framework, under South African conditions. Its main objectives were to assess its reliability and validity in these circumstances. It was found that SERVQUAL performed well across all organizations within the Larsson-Bowen framework, under South African conditions, with regard to reliability, convergent and nomological validity. Its construct validity proved to be less sound, and it was not found to possess discriminant validity. It is suggested that this is less attributable to South African circumstances than to the nature of the organizations. In cases of low diversity of demand, the instrument appears to capture the essence of service quality less effectively. Means of overcoming this in future studies are suggested, as well as other directions for research in the area of service quality measurement
- Full Text:
- Date Issued: 1992
The development and evaluation of an andragogic training programme for Ciskeian retailers
- Authors: Kotzé, Clifford Jennings
- Date: 1992
- Subjects: Small business -- South Africa -- Ciskei Retail trade -- South Africa -- Ciskei
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:1184 , http://hdl.handle.net/10962/d1002801
- Description: One of the greatest challenges facing South Africa and the "independent states" of Transkei, Bophuthatswana, Venda and Ciskei over the next decade will be job creation and the development of the skills of the people. This is particularly true of Ciskei with its rapid population growth, unemployment, shortage of skilled manpower and over abundance of unskilled labour. Small business and, in particular, retailing with its relatively low entry requirements, can play a significant role in the creation of jobs. Small business, and small business retailing in particular, suffers, however, from a high failure rate resulting in a waste of financial and human resources which a developing nation like Ciskei can ill afford. The training of people involved in small business retailing is, therefore, of great importance. There is no unanimity of opinion, however, as to what training models or approaches are most appropriate. The purpose of this study was, thus, to design a training model, develop an andragogic training programme for Ciskeian small retailers based upon the model and test it. In accordance with the model developed, the nature of the retailers performance problem was established, the job of the small retailer was analysed, the training needs of retailers were identified, performance standards were set, the course curriculum was developed, training strategies and styles were selected, the necessary training resources were obtained and the training programme was implemented. A pilot training programme was run in 1987 and then the amended programme was run for two years. The results of the training were measured in terms of: -the delegates reaction to the training programme -what the delegates learnt -changes in the business as perceived by regular customers -reaction of the delegates to the training programme one year later -case studies and survival rates Statistically significant positive results were obtained in all aspects evaluated. It can, therefore, be concluded that the andragogic training model for Ciskeian retailers resulted in a positive reaction of delegates to the training, an improvement in the retailer's knowledge of retailing, positive changes in the businesses as perceived by regular customer and improved survival rates of these small retail businesses.
- Full Text:
- Date Issued: 1992
- Authors: Kotzé, Clifford Jennings
- Date: 1992
- Subjects: Small business -- South Africa -- Ciskei Retail trade -- South Africa -- Ciskei
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:1184 , http://hdl.handle.net/10962/d1002801
- Description: One of the greatest challenges facing South Africa and the "independent states" of Transkei, Bophuthatswana, Venda and Ciskei over the next decade will be job creation and the development of the skills of the people. This is particularly true of Ciskei with its rapid population growth, unemployment, shortage of skilled manpower and over abundance of unskilled labour. Small business and, in particular, retailing with its relatively low entry requirements, can play a significant role in the creation of jobs. Small business, and small business retailing in particular, suffers, however, from a high failure rate resulting in a waste of financial and human resources which a developing nation like Ciskei can ill afford. The training of people involved in small business retailing is, therefore, of great importance. There is no unanimity of opinion, however, as to what training models or approaches are most appropriate. The purpose of this study was, thus, to design a training model, develop an andragogic training programme for Ciskeian small retailers based upon the model and test it. In accordance with the model developed, the nature of the retailers performance problem was established, the job of the small retailer was analysed, the training needs of retailers were identified, performance standards were set, the course curriculum was developed, training strategies and styles were selected, the necessary training resources were obtained and the training programme was implemented. A pilot training programme was run in 1987 and then the amended programme was run for two years. The results of the training were measured in terms of: -the delegates reaction to the training programme -what the delegates learnt -changes in the business as perceived by regular customers -reaction of the delegates to the training programme one year later -case studies and survival rates Statistically significant positive results were obtained in all aspects evaluated. It can, therefore, be concluded that the andragogic training model for Ciskeian retailers resulted in a positive reaction of delegates to the training, an improvement in the retailer's knowledge of retailing, positive changes in the businesses as perceived by regular customer and improved survival rates of these small retail businesses.
- Full Text:
- Date Issued: 1992
- «
- ‹
- 1
- ›
- »