Service quality importance-performance analysis as a strategic tool for management : the exploration of key customer satisfaction drivers in a South African electricity utility
- Authors: MacColl, Barry
- Date: 2004
- Subjects: Eskom (Firm) Electric power distribution -- Customer services -- South Africa -- Eastern Cape Electric power distribution -- South Africa -- Eastern Cape -- Quality control Customer services -- Quality control Customer services -- Rating of -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:806 , http://hdl.handle.net/10962/d1006972
- Description: This research was initiated due to declining customer satisfaction indices in the Southern region of Eskom, an electricity utility in South Africa. Given the link between customer satisfaction and purchase intentions, the sustainability of the business is at stake. The validity of the current MaxiCare survey tool is questioned and explored, as is the congruence of management and customers' perceptions regarding the key service quality constructs in the industry. The study's objective was to provide management with a reliable and valid customer satisfaction survey instrument as an alternate to the existing tool and to use the knowledge gained through the research process to recommend improvement strategies aimed at closing specific satisfaction gaps identified. The research was performed in two stages; firstly, semistructured interviews with customers and management to gain an understanding of the most important satisfaction dimensions. These influenced the design of a survey instrument based largely on the SERVPERF tool with the inclusion of importance ratings per item in the second stage. The quantitative survey results were used to assess the reliability and validity of the research and to suggest areas for future work. The results show that communication, quality of supply, assurance and price are uppermost in the consumer's mind. Tangibles are not significant and the inclusion of empathy is inconclusive. Management and customer perceptions at a macro level are closely aligned, however the two populations are not in agreement as to the underlying micro considerations. Similarly, the MaxiCare instrument is found to be valid as a macro indicator but lacks sufficient detail to be useful as a strategic tool and needs to be supplemented with additional sources of market information. The survey instrument used in the second phase is both descriptive and reliable but the number of factors it measures, the mix of items and the inclusion of the 'importance' dimension need further refinement to improve its validity. Future revisions of the tool will provide management with specific information that allows them to focus improvement strategies on disgruntled customers and their key service issues.
- Full Text:
- Date Issued: 2004
- Authors: MacColl, Barry
- Date: 2004
- Subjects: Eskom (Firm) Electric power distribution -- Customer services -- South Africa -- Eastern Cape Electric power distribution -- South Africa -- Eastern Cape -- Quality control Customer services -- Quality control Customer services -- Rating of -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:806 , http://hdl.handle.net/10962/d1006972
- Description: This research was initiated due to declining customer satisfaction indices in the Southern region of Eskom, an electricity utility in South Africa. Given the link between customer satisfaction and purchase intentions, the sustainability of the business is at stake. The validity of the current MaxiCare survey tool is questioned and explored, as is the congruence of management and customers' perceptions regarding the key service quality constructs in the industry. The study's objective was to provide management with a reliable and valid customer satisfaction survey instrument as an alternate to the existing tool and to use the knowledge gained through the research process to recommend improvement strategies aimed at closing specific satisfaction gaps identified. The research was performed in two stages; firstly, semistructured interviews with customers and management to gain an understanding of the most important satisfaction dimensions. These influenced the design of a survey instrument based largely on the SERVPERF tool with the inclusion of importance ratings per item in the second stage. The quantitative survey results were used to assess the reliability and validity of the research and to suggest areas for future work. The results show that communication, quality of supply, assurance and price are uppermost in the consumer's mind. Tangibles are not significant and the inclusion of empathy is inconclusive. Management and customer perceptions at a macro level are closely aligned, however the two populations are not in agreement as to the underlying micro considerations. Similarly, the MaxiCare instrument is found to be valid as a macro indicator but lacks sufficient detail to be useful as a strategic tool and needs to be supplemented with additional sources of market information. The survey instrument used in the second phase is both descriptive and reliable but the number of factors it measures, the mix of items and the inclusion of the 'importance' dimension need further refinement to improve its validity. Future revisions of the tool will provide management with specific information that allows them to focus improvement strategies on disgruntled customers and their key service issues.
- Full Text:
- Date Issued: 2004
A combination of a stationary and non-stationary model to predict corporate failure in South Africa
- Authors: Court, Philip Wathen
- Date: 1994
- Subjects: Bankruptcy -- South Africa Business planning -- South Africa Business failures -- South Africa
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:1183 , http://hdl.handle.net/10962/d1002800
- Description: Business failure should be of concern in most industralised countries and the importance of accurately evaluating the phenomenon from a management and investment point of view is enormous. Were it possible to predict failure with a certain degree of confidence, steps could be taken to rectify the situation and the benefit would accrue to all of the stakeholders in the macroenvironment. In essence, the profitability of a business is influenced by two sets of variables. In the first instance, it is influenced by a variety of internal (microeconomic) variables which are firm- specific and which management is generally able to control. A further distinction in this regard may be made between the financial and non-financial variables. In the second instance, it is generally accepted that profitability will be influenced by a number of external (macroeconomic) variables which are generally beyond the control of management. In the main, however, the profitability of the firm is generally determined by a combination of both sets of factors. To date, a great deal of research has been undertaken in an attempt to establish a reliable model which may be used to predict failure. This has mainly been confined to the microeconomic variables which can be used to predict failure and attempts have been made to isolate either a single financial ratio or a number of financial and non-financial variables which can be used to model corporate failure. The research has met with a certain degree of success although this appears to be confined to the economic environment to which the models have been applied. The models are less successful when applied to other macroenvironments. Limited research has been undertaken into the macroeconomic variables which contribute to business failure or to a combination of the two types of variables. It is appropriate therefore that further consideration be given to the establishment of a model incorporating ALL the variables which could contribute to corporate failure. The purpose of this research is to undertake an investigation of micro- and macroeconomic variables that are freely available to reserachers and which may be used in a failure prediction model. The intention is to obtain a comprehensive, yet simple model which can be used as an overall predictor of PENDING failure.
- Full Text:
- Date Issued: 1994
- Authors: Court, Philip Wathen
- Date: 1994
- Subjects: Bankruptcy -- South Africa Business planning -- South Africa Business failures -- South Africa
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:1183 , http://hdl.handle.net/10962/d1002800
- Description: Business failure should be of concern in most industralised countries and the importance of accurately evaluating the phenomenon from a management and investment point of view is enormous. Were it possible to predict failure with a certain degree of confidence, steps could be taken to rectify the situation and the benefit would accrue to all of the stakeholders in the macroenvironment. In essence, the profitability of a business is influenced by two sets of variables. In the first instance, it is influenced by a variety of internal (microeconomic) variables which are firm- specific and which management is generally able to control. A further distinction in this regard may be made between the financial and non-financial variables. In the second instance, it is generally accepted that profitability will be influenced by a number of external (macroeconomic) variables which are generally beyond the control of management. In the main, however, the profitability of the firm is generally determined by a combination of both sets of factors. To date, a great deal of research has been undertaken in an attempt to establish a reliable model which may be used to predict failure. This has mainly been confined to the microeconomic variables which can be used to predict failure and attempts have been made to isolate either a single financial ratio or a number of financial and non-financial variables which can be used to model corporate failure. The research has met with a certain degree of success although this appears to be confined to the economic environment to which the models have been applied. The models are less successful when applied to other macroenvironments. Limited research has been undertaken into the macroeconomic variables which contribute to business failure or to a combination of the two types of variables. It is appropriate therefore that further consideration be given to the establishment of a model incorporating ALL the variables which could contribute to corporate failure. The purpose of this research is to undertake an investigation of micro- and macroeconomic variables that are freely available to reserachers and which may be used in a failure prediction model. The intention is to obtain a comprehensive, yet simple model which can be used as an overall predictor of PENDING failure.
- Full Text:
- Date Issued: 1994
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
An analysis of the influence exerted by the pharmacist and pharmacy assistant in the purchase decision of health and beauty aid products
- Authors: Suttner, Raymond Sharl
- Date: 1986
- Subjects: Cosmetics -- Marketing , Consumer behavior , Pharmacists -- Information services , Drugstores -- Marketing
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1189 , http://hdl.handle.net/10962/d1004383 , Cosmetics -- Marketing , Consumer behavior , Pharmacists -- Information services , Drugstores -- Marketing
- Description: [Introduction] The 1980s have ushered in an era of extreme competitive pressure for the modern business organisation. In previous times many business organisations have succeeded simply because of the excellence of their products, with little concern or attention being paid to the wants and needs of potential customers. As the business environment has become more competitive, however, the point of focus has changed. There is ample evidence which suggests a correlation between success in business and firms which have adopted a marketing-orientated philosophy of business. The evolution of marketing as a discipline has been hastened in recent times by the need of the firm to survive in the face of increasing competition. This "increasing attention" is occurring because of the realisation that sheer product excellence alone will not necessarily mean that the firm will succeed in establishing a group of satisfied customers in the long term. It is the adoption of the so-called "marketing concept" which provides the opportunity for the firm to develop a competitive edge which will more likely eventuate in success.
- Full Text:
- Date Issued: 1986
- Authors: Suttner, Raymond Sharl
- Date: 1986
- Subjects: Cosmetics -- Marketing , Consumer behavior , Pharmacists -- Information services , Drugstores -- Marketing
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1189 , http://hdl.handle.net/10962/d1004383 , Cosmetics -- Marketing , Consumer behavior , Pharmacists -- Information services , Drugstores -- Marketing
- Description: [Introduction] The 1980s have ushered in an era of extreme competitive pressure for the modern business organisation. In previous times many business organisations have succeeded simply because of the excellence of their products, with little concern or attention being paid to the wants and needs of potential customers. As the business environment has become more competitive, however, the point of focus has changed. There is ample evidence which suggests a correlation between success in business and firms which have adopted a marketing-orientated philosophy of business. The evolution of marketing as a discipline has been hastened in recent times by the need of the firm to survive in the face of increasing competition. This "increasing attention" is occurring because of the realisation that sheer product excellence alone will not necessarily mean that the firm will succeed in establishing a group of satisfied customers in the long term. It is the adoption of the so-called "marketing concept" which provides the opportunity for the firm to develop a competitive edge which will more likely eventuate in success.
- Full Text:
- Date Issued: 1986
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