The factors that contribute to students’ positive perceptions towards service quality in selected off-campus residences in Nelson Mandela Bay
- Authors: Adeleke, Thobile
- Date: 2021-04
- Subjects: SERVQUAL (Service quality framework) , Student housing -- Resident satisfaction -- South Africa , Consumer satisfaction -- South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/50922 , vital:43172
- Description: Post 1994 in South Africa there has been a notable increase in the number of students enrolled at different universities which offer student accommodation. Unfortunately, only 20% of the students can be accommodated in on-campus university accommodation, which results in most students seeking accommodation in off-campus student residences many of whom do not meet the quality requirements stipulated by the Department of Higher Education. This is what prompted this research study, whose aim was to investigate the perceptions of NMU students residing in off-campus residence, towards service quality. A literature review was conducted and focused on the service quality construct, delved into the definitions of services and quality and their benefits in all industries as well as within the student housing context. The different theoretical models used in the evaluation of service quality i.e., SERVQUAL, SERVPERF, the Gaps Model and Gronroos Model were discussed. A questionnaire based on the modified SERVQUAL tool was utilized in the evaluation of service quality levels in accredited NMU off-campus residences in Nelson Mandela Bay. Statistical evaluations were conducted on the five dimensions of SERVQUAL, namely, reliability; responsiveness; assurance; empathy and tangibles/physical attributes. The primary objective of this research was achieved, as the perceptions of students towards service quality in off-campus student accommodation were successfully measured using the SERVQUAL tool. Three service quality dimensions, namely, assurance, empathy and tangibles received positive assessments. On the other hand, the empirical research results clearly demonstrated two factors that scored low i.e., reliability and responsiveness, which reflects the respondents’ negative perceptions towards these two factors. Practical steps must be taken by off-campus residence management to ensure that the expectations versus perception service gap highlighted by the empirical findings of this study are addressed in order to keep their customers satisfied and remain competitive. Cronbach alpha coefficients above 0.80 were obtained for all the five variables, proving the SERVQUAL instrument’s internal consistency and reliability to be very good. , Thesis (MBA) -- Faculty of Business and Economic Science, Business Administration, 2021
- Full Text:
- Date Issued: 2021-04
- Authors: Adeleke, Thobile
- Date: 2021-04
- Subjects: SERVQUAL (Service quality framework) , Student housing -- Resident satisfaction -- South Africa , Consumer satisfaction -- South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/50922 , vital:43172
- Description: Post 1994 in South Africa there has been a notable increase in the number of students enrolled at different universities which offer student accommodation. Unfortunately, only 20% of the students can be accommodated in on-campus university accommodation, which results in most students seeking accommodation in off-campus student residences many of whom do not meet the quality requirements stipulated by the Department of Higher Education. This is what prompted this research study, whose aim was to investigate the perceptions of NMU students residing in off-campus residence, towards service quality. A literature review was conducted and focused on the service quality construct, delved into the definitions of services and quality and their benefits in all industries as well as within the student housing context. The different theoretical models used in the evaluation of service quality i.e., SERVQUAL, SERVPERF, the Gaps Model and Gronroos Model were discussed. A questionnaire based on the modified SERVQUAL tool was utilized in the evaluation of service quality levels in accredited NMU off-campus residences in Nelson Mandela Bay. Statistical evaluations were conducted on the five dimensions of SERVQUAL, namely, reliability; responsiveness; assurance; empathy and tangibles/physical attributes. The primary objective of this research was achieved, as the perceptions of students towards service quality in off-campus student accommodation were successfully measured using the SERVQUAL tool. Three service quality dimensions, namely, assurance, empathy and tangibles received positive assessments. On the other hand, the empirical research results clearly demonstrated two factors that scored low i.e., reliability and responsiveness, which reflects the respondents’ negative perceptions towards these two factors. Practical steps must be taken by off-campus residence management to ensure that the expectations versus perception service gap highlighted by the empirical findings of this study are addressed in order to keep their customers satisfied and remain competitive. Cronbach alpha coefficients above 0.80 were obtained for all the five variables, proving the SERVQUAL instrument’s internal consistency and reliability to be very good. , Thesis (MBA) -- Faculty of Business and Economic Science, Business Administration, 2021
- Full Text:
- Date Issued: 2021-04
The quality of tertiary healthcare in the Port Elizabeth - Eastern Cape province hospital complex
- Authors: Aroyewun, Nurudeen
- Date: 2020
- Subjects: SERVQUAL (Service quality framework)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/47515 , vital:40115
- Description: The goal of this study was to carry out a comprehensive assessment of the quality of healthcare in the Port Elizabeth Hospital Complex in the province of the Eastern Cape in South Africa. The assessment was made on the basis of the perceptions of patients of the features of the hospital and the services which it provides to patients. A quantitative research design was adopted to conduct the study. The data was derived from a questionnaire which the research assistants administered to patients in a number of surgical clinics in the hospital. Across-sectional sample of 350 patients, who were making their first follow-up visits after having previously been admitted to the hospital to undergo surgical procedures, was obtained by making use of convenience sampling. The researcher made use of the modified SERVQUAL scale for hospital services in order to measure the extent to which the participants agreed with statements pertaining to five specific dimensions of the quality of service, namely, tangibles, reliability, responsiveness, assurance, and empathy. The overall gap score was negative (-0.52), which indicates that the respondents perceived that the quality of healthcare which the hospital provided was unsatisfactory. Although the gap scores for each of five of the dimensions of quality were negative, the two dimensions whose gap scores reflected the highest levels of dissatisfaction were reliability (-0.66) and responsiveness (-0.63). The findings of this study could assist the Department of Health of the Eastern Cape Provincial Government to appreciate the perceptions of the public of the quality of healthcare which the Port Elizabeth Hospital Complex provides to patients. The recommendations which are made on the basis of the findings of this study could assist policymakers and members of the senior management of the hospital complex to formulate policies which result in substantial improvements in the quality of healthcare in the hospital complex. Further research is still needed to identify the factors which adversely affect the performance of the staff of the hospital and limit their ability to provide satisfactory healthcare consistently to patients.
- Full Text:
- Date Issued: 2020
- Authors: Aroyewun, Nurudeen
- Date: 2020
- Subjects: SERVQUAL (Service quality framework)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/47515 , vital:40115
- Description: The goal of this study was to carry out a comprehensive assessment of the quality of healthcare in the Port Elizabeth Hospital Complex in the province of the Eastern Cape in South Africa. The assessment was made on the basis of the perceptions of patients of the features of the hospital and the services which it provides to patients. A quantitative research design was adopted to conduct the study. The data was derived from a questionnaire which the research assistants administered to patients in a number of surgical clinics in the hospital. Across-sectional sample of 350 patients, who were making their first follow-up visits after having previously been admitted to the hospital to undergo surgical procedures, was obtained by making use of convenience sampling. The researcher made use of the modified SERVQUAL scale for hospital services in order to measure the extent to which the participants agreed with statements pertaining to five specific dimensions of the quality of service, namely, tangibles, reliability, responsiveness, assurance, and empathy. The overall gap score was negative (-0.52), which indicates that the respondents perceived that the quality of healthcare which the hospital provided was unsatisfactory. Although the gap scores for each of five of the dimensions of quality were negative, the two dimensions whose gap scores reflected the highest levels of dissatisfaction were reliability (-0.66) and responsiveness (-0.63). The findings of this study could assist the Department of Health of the Eastern Cape Provincial Government to appreciate the perceptions of the public of the quality of healthcare which the Port Elizabeth Hospital Complex provides to patients. The recommendations which are made on the basis of the findings of this study could assist policymakers and members of the senior management of the hospital complex to formulate policies which result in substantial improvements in the quality of healthcare in the hospital complex. Further research is still needed to identify the factors which adversely affect the performance of the staff of the hospital and limit their ability to provide satisfactory healthcare consistently to patients.
- Full Text:
- Date Issued: 2020
An exploratory study of students’ expectations and perceptions of service quality in a South African higher education institution
- Authors: Williams, Alyssa Shawntay
- Date: 2018
- Subjects: SERVQUAL (Service quality framework) , Relationship marketing , Consumer satisfaction , Sampling (Statistics) , College students Attitudes , Universities and colleges South Africa
- Language: English
- Type: text , Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10962/63844 , vital:28496
- Description: Within the past few years, higher education institutions have come under an exorbitant amount of pressure to restructure, increase funding and grow student numbers, whilst still preserving the service quality they offer. The purpose of this study is to measure students’ expectations and perceptions in a higher education institution and establish how significant of a gap exists between what is expected and what is perceived. The instrument utilised within the present study is SERVQUAL. A convenience sampling approach was adopted, furthermore, both descriptive and inferential statistics were used to analyse the data pertaining to the objectives concerning students’ gap between expectations and perceptions and hypotheses regarding the gap between students’ differences in each faculty, respectively. The study found that there were gaps in all dimensions with the order being, from highest to lowest: Reliability – Responsiveness – Assurance – Empathy – Tangibility. In addition, the significant difference in means according to faculty was established and the only dimension with a significant difference was Empathy. These results were used to offer recommendations to management, faculties and departments of the higher education institution under study about where they are deficient, consequently, improving their services to enhance their service quality and increase their competitive advantage but without financial strain. Overall, the conclusions the present study reached was that students and higher education institutions need to have a mutual interest in their relations. This means that as much as higher education institutions need to provide high service quality to students, students need to be willing to provide feedback and interact.
- Full Text:
- Date Issued: 2018
- Authors: Williams, Alyssa Shawntay
- Date: 2018
- Subjects: SERVQUAL (Service quality framework) , Relationship marketing , Consumer satisfaction , Sampling (Statistics) , College students Attitudes , Universities and colleges South Africa
- Language: English
- Type: text , Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10962/63844 , vital:28496
- Description: Within the past few years, higher education institutions have come under an exorbitant amount of pressure to restructure, increase funding and grow student numbers, whilst still preserving the service quality they offer. The purpose of this study is to measure students’ expectations and perceptions in a higher education institution and establish how significant of a gap exists between what is expected and what is perceived. The instrument utilised within the present study is SERVQUAL. A convenience sampling approach was adopted, furthermore, both descriptive and inferential statistics were used to analyse the data pertaining to the objectives concerning students’ gap between expectations and perceptions and hypotheses regarding the gap between students’ differences in each faculty, respectively. The study found that there were gaps in all dimensions with the order being, from highest to lowest: Reliability – Responsiveness – Assurance – Empathy – Tangibility. In addition, the significant difference in means according to faculty was established and the only dimension with a significant difference was Empathy. These results were used to offer recommendations to management, faculties and departments of the higher education institution under study about where they are deficient, consequently, improving their services to enhance their service quality and increase their competitive advantage but without financial strain. Overall, the conclusions the present study reached was that students and higher education institutions need to have a mutual interest in their relations. This means that as much as higher education institutions need to provide high service quality to students, students need to be willing to provide feedback and interact.
- Full Text:
- Date Issued: 2018
The drivers of customer satisfaction at National Dairy Equipment (NDE)
- Authors: Laubscher, Ryno
- Date: 2016
- Subjects: Consumer satisfaction Quality of products , SERVQUAL (Service quality framework)
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: http://hdl.handle.net/10948/13085 , vital:27150
- Description: National Dairy Equipment (Pty) Ltd (NDE) is a privately owned stockist and distributor of stainless steel products and is a respected player in the South African stainless steel industry. NDE operates from within all four major cities in South Africa namely, Johannesburg, Cape Town, Port Elizabeth, and Durban. The organisation, with its wide range of corrosion resistant products, serves industries such as the architecture and construction, automotive, catering, and food and beverage industry. With the stainless steel industry growing in terms of the number of competitors, NDE performs a number of functions in order to achieve customer satisfaction. The general purpose of the study was to indentify the attributes that would act as drivers of customer satisfaction at NDE. Five attributes were identified namely, Service quality, Trust and commitment, Product quality, Commercial aspects and Reliability. The results of this study could assist managers at NDE in improving service delivery to customers. The literature study provided an overview of overall customer satisfaction and possible measurement models for customer satisfaction. Measurement models included, SERVQUAL, SERVPERF, the Two-factor theory, the Kano model and the Three-factor model. The latter proved to be of particular importance to the study as the model was used to classify the identified drivers into basic, performance and excitement factors. Furthermore, a literature review was provided based on each of the identified potential drivers of customer satisfaction. The empirical data needed to complete the study was collected by means of a survey, using a self-administered questionnaire. The questionnaire was distributed by sales representatives at NDE. A total of 320 useable questionnaires were received. The study revealed the following: each of the five proposed attributes had a positive relationship with overall customer satisfaction,thus all five attributes were confirmed as drivers of customer satisfaction at NDE. Commercial aspects and Reliability were classified as basic satisfiers. Trust and commitment was classified as a performance satisfier, and Service quality was identified as the only excitement satisfier. Product quality did not receive any classification. All importance mean scores were higher than the corresponding satisfaction mean scores. This study contributed to the existing body of literature and is seemingly the first of its kind in the South African stainless steel industry. The study is also the first to attempt the measurement of overall customer satisfaction levels at NDE. The methodology used in the current study can be applied to stainless steel industries internationally, in order to verify whether the confirmed drivers would also act as drivers of satisfaction in a similar industry elsewhere in the world.
- Full Text:
- Date Issued: 2016
- Authors: Laubscher, Ryno
- Date: 2016
- Subjects: Consumer satisfaction Quality of products , SERVQUAL (Service quality framework)
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: http://hdl.handle.net/10948/13085 , vital:27150
- Description: National Dairy Equipment (Pty) Ltd (NDE) is a privately owned stockist and distributor of stainless steel products and is a respected player in the South African stainless steel industry. NDE operates from within all four major cities in South Africa namely, Johannesburg, Cape Town, Port Elizabeth, and Durban. The organisation, with its wide range of corrosion resistant products, serves industries such as the architecture and construction, automotive, catering, and food and beverage industry. With the stainless steel industry growing in terms of the number of competitors, NDE performs a number of functions in order to achieve customer satisfaction. The general purpose of the study was to indentify the attributes that would act as drivers of customer satisfaction at NDE. Five attributes were identified namely, Service quality, Trust and commitment, Product quality, Commercial aspects and Reliability. The results of this study could assist managers at NDE in improving service delivery to customers. The literature study provided an overview of overall customer satisfaction and possible measurement models for customer satisfaction. Measurement models included, SERVQUAL, SERVPERF, the Two-factor theory, the Kano model and the Three-factor model. The latter proved to be of particular importance to the study as the model was used to classify the identified drivers into basic, performance and excitement factors. Furthermore, a literature review was provided based on each of the identified potential drivers of customer satisfaction. The empirical data needed to complete the study was collected by means of a survey, using a self-administered questionnaire. The questionnaire was distributed by sales representatives at NDE. A total of 320 useable questionnaires were received. The study revealed the following: each of the five proposed attributes had a positive relationship with overall customer satisfaction,thus all five attributes were confirmed as drivers of customer satisfaction at NDE. Commercial aspects and Reliability were classified as basic satisfiers. Trust and commitment was classified as a performance satisfier, and Service quality was identified as the only excitement satisfier. Product quality did not receive any classification. All importance mean scores were higher than the corresponding satisfaction mean scores. This study contributed to the existing body of literature and is seemingly the first of its kind in the South African stainless steel industry. The study is also the first to attempt the measurement of overall customer satisfaction levels at NDE. The methodology used in the current study can be applied to stainless steel industries internationally, in order to verify whether the confirmed drivers would also act as drivers of satisfaction in a similar industry elsewhere in the world.
- Full Text:
- Date Issued: 2016
A customer service strategy for Ngqura Container Terminal
- Mtshiselwa, Mkhululi Terrence
- Authors: Mtshiselwa, Mkhululi Terrence
- Date: 2014
- Subjects: SERVQUAL (Service quality framework) , Customer services -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8955 , vital:26446
- Description: The container terminals play an increasingly important role in the economy of many countries. In today’s global competitive environment delivering quality service is considered as an essential strategy for success and survival. In the very competitive container terminals, service quality is important in attracting and retaining customers. The shipping companies are interested in speed and reliability from the terminals. The time a ship stays in a port must be minimised, and, therefore, the handling of containers must be executed in a fast and reliable way. The importance of customer service as a competitive strategy in container terminal has long been recognised. The growth in container volumes and higher productivity by Ngqura Container Terminal has created greater demand than before from its customers in the shipping business. The current growth in container volumes and increased customer demand has made the situation at NCT less encouraging at times, due to additional traffic of vessels awaiting to dock at the port creating congestion problems; resulting in unplanned lengthy dock occupation by vessels and the current status quo is affecting NCT strategy in terms of arrival docking and providing a quick response to customers. The Ngqura terminal is under increasing pressure from its customers and stakeholders to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. Therefore, a literature study and questionnaire survey forms the main input for this research combined with interviews with terminal managers. The purpose of this research is to examine the service quality concepts and offer an operational approach for the measurement of the quality of Ngqura Container Terminal services. The main research problem in this study was to identify customer service strategies that could be applied by Ngqura Container Terminal in order to maintain and exceed its business growth as well as customer expectations? The study employed the SERVQUAL model as a measuring tool in establishing the customers’ general expectations of a service and their perceptions of the service received at Ngqura Container Terminal. The five elements of SERVQUAL, which are tangibles, reliability, responsiveness, assurance, and empathy, were used to deal with and solve the main problem. Below are the sub-problems that have been identified in order to investigate and develop a research strategy: What is the customer’s perception of service quality at NCT?; What are the specific customer service requirements of NCT’s customers?; Does NCT’s service operations performance enable it to fulfill its customer service requirements?; How can the performance gap between customer service requirements and service operations performance be bridged?; Which service quality elements are important to customers for container terminals? This study wants to concentrate on the customers’ perception and evaluation toward service performance in Ngqura Container Terminal.
- Full Text:
- Date Issued: 2014
- Authors: Mtshiselwa, Mkhululi Terrence
- Date: 2014
- Subjects: SERVQUAL (Service quality framework) , Customer services -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8955 , vital:26446
- Description: The container terminals play an increasingly important role in the economy of many countries. In today’s global competitive environment delivering quality service is considered as an essential strategy for success and survival. In the very competitive container terminals, service quality is important in attracting and retaining customers. The shipping companies are interested in speed and reliability from the terminals. The time a ship stays in a port must be minimised, and, therefore, the handling of containers must be executed in a fast and reliable way. The importance of customer service as a competitive strategy in container terminal has long been recognised. The growth in container volumes and higher productivity by Ngqura Container Terminal has created greater demand than before from its customers in the shipping business. The current growth in container volumes and increased customer demand has made the situation at NCT less encouraging at times, due to additional traffic of vessels awaiting to dock at the port creating congestion problems; resulting in unplanned lengthy dock occupation by vessels and the current status quo is affecting NCT strategy in terms of arrival docking and providing a quick response to customers. The Ngqura terminal is under increasing pressure from its customers and stakeholders to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. Therefore, a literature study and questionnaire survey forms the main input for this research combined with interviews with terminal managers. The purpose of this research is to examine the service quality concepts and offer an operational approach for the measurement of the quality of Ngqura Container Terminal services. The main research problem in this study was to identify customer service strategies that could be applied by Ngqura Container Terminal in order to maintain and exceed its business growth as well as customer expectations? The study employed the SERVQUAL model as a measuring tool in establishing the customers’ general expectations of a service and their perceptions of the service received at Ngqura Container Terminal. The five elements of SERVQUAL, which are tangibles, reliability, responsiveness, assurance, and empathy, were used to deal with and solve the main problem. Below are the sub-problems that have been identified in order to investigate and develop a research strategy: What is the customer’s perception of service quality at NCT?; What are the specific customer service requirements of NCT’s customers?; Does NCT’s service operations performance enable it to fulfill its customer service requirements?; How can the performance gap between customer service requirements and service operations performance be bridged?; Which service quality elements are important to customers for container terminals? This study wants to concentrate on the customers’ perception and evaluation toward service performance in Ngqura Container Terminal.
- Full Text:
- Date Issued: 2014
An evaluation of the quality of customer service provided to large power users by Eskom in the Eastern Cape
- Authors: Caza, Akhona Nobusi
- Date: 2014
- Subjects: Eskom (Firm) -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Quality control , SERVQUAL (Service quality framework) , Gap analysis (Planning)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:862 , http://hdl.handle.net/10962/d1020610
- Description: The aim of this research is to evaluate the level of service quality provided by Eskom to its Large Power User (LPU) customer segment in the Eastern Cape. The research uses the SERVQUAL model in order to assess the customers’ expectations and perceptions of the service provided by Eskom. This evaluation report comprises three sections. Section one consists of (a) a review of service quality literature that exists and is applied to Eskom where relevant, (b) a summary of the method used to conduct the research, (c) the research findings, and (d) a discussion of the research findings and recommendations. Section two consists of a review of the key concepts identified for this study as follows: (a) defining customer service quality by looking at the concepts of the customer, service, quality and the dimensions of quality, (b) the importance of service quality, (c) the components of service quality in Eskom, (d) models of service quality, and (e) the SERVQUAL model used in this study. Section three consists of the detail of the research methodology used to conduct this study. The Gap Model of Service Quality (Parasuraman et al., 1985:44) is evaluated in order to understand the gaps between expected and perceived service. The provider gap (Zeithaml et al., 2006: 34) is also reviewed in order to identify the gaps that occur within the organisation. An extensive review of customer service quality models is undertaken before a discussion of the SERVQUAL model, which was used in this evaluation study, is provided. The researcher adopted the critical realism research paradigm and quantitative data was collected from a sample of 120 Eskom customers within the LPU customer segment in the Eastern Cape. These customers were randomly selected from the Eskom Customer Care and Billing database and comprised customers from Port Elizabeth, Aliwal North, Mthatha and East London Areas within the Eastern Cape. The data was collected online through a questionnaire which was based on SERVQUAL and modified for electricity services. The quantitative data obtained from the study is presented in the form of tables and graphs created from the data obtained from the 45 customers who responded to the questionnaire. The gaps between LPU customer perceptions and expectations were calculated for the five SERVQUAL dimensions. The research identifies the existing gaps in the service delivered by Eskom; this is based on the perceptions and expectations of the LPU customers in the Eastern Cape, who participated in the study. The results reveal that gaps exist between LPU customer perceptions and their expectations of the service provided by Eskom in the Eastern Cape. The key findings reveal that the largest gaps are within the reliability and empathy dimensions and the smallest gap is in the tangibles dimension. The recommendations were made on the basis of the gaps which were identified and these focus on the training of the front line staff responsible for servicing customers. It is recommended that this training should include an overview of the organisation’s policies and procedures to enable employees to respond adequately to customer queries. Recommendation is also made on training staff to interact with customers effectively in order to resolve customer queries satisfactorily. Finally, it is recommended that regular assessments of the existing customer service quality levels are conducted in order for the organisation to remain aware of the current customer perceptions and expectations
- Full Text:
- Date Issued: 2014
- Authors: Caza, Akhona Nobusi
- Date: 2014
- Subjects: Eskom (Firm) -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Quality control , SERVQUAL (Service quality framework) , Gap analysis (Planning)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:862 , http://hdl.handle.net/10962/d1020610
- Description: The aim of this research is to evaluate the level of service quality provided by Eskom to its Large Power User (LPU) customer segment in the Eastern Cape. The research uses the SERVQUAL model in order to assess the customers’ expectations and perceptions of the service provided by Eskom. This evaluation report comprises three sections. Section one consists of (a) a review of service quality literature that exists and is applied to Eskom where relevant, (b) a summary of the method used to conduct the research, (c) the research findings, and (d) a discussion of the research findings and recommendations. Section two consists of a review of the key concepts identified for this study as follows: (a) defining customer service quality by looking at the concepts of the customer, service, quality and the dimensions of quality, (b) the importance of service quality, (c) the components of service quality in Eskom, (d) models of service quality, and (e) the SERVQUAL model used in this study. Section three consists of the detail of the research methodology used to conduct this study. The Gap Model of Service Quality (Parasuraman et al., 1985:44) is evaluated in order to understand the gaps between expected and perceived service. The provider gap (Zeithaml et al., 2006: 34) is also reviewed in order to identify the gaps that occur within the organisation. An extensive review of customer service quality models is undertaken before a discussion of the SERVQUAL model, which was used in this evaluation study, is provided. The researcher adopted the critical realism research paradigm and quantitative data was collected from a sample of 120 Eskom customers within the LPU customer segment in the Eastern Cape. These customers were randomly selected from the Eskom Customer Care and Billing database and comprised customers from Port Elizabeth, Aliwal North, Mthatha and East London Areas within the Eastern Cape. The data was collected online through a questionnaire which was based on SERVQUAL and modified for electricity services. The quantitative data obtained from the study is presented in the form of tables and graphs created from the data obtained from the 45 customers who responded to the questionnaire. The gaps between LPU customer perceptions and expectations were calculated for the five SERVQUAL dimensions. The research identifies the existing gaps in the service delivered by Eskom; this is based on the perceptions and expectations of the LPU customers in the Eastern Cape, who participated in the study. The results reveal that gaps exist between LPU customer perceptions and their expectations of the service provided by Eskom in the Eastern Cape. The key findings reveal that the largest gaps are within the reliability and empathy dimensions and the smallest gap is in the tangibles dimension. The recommendations were made on the basis of the gaps which were identified and these focus on the training of the front line staff responsible for servicing customers. It is recommended that this training should include an overview of the organisation’s policies and procedures to enable employees to respond adequately to customer queries. Recommendation is also made on training staff to interact with customers effectively in order to resolve customer queries satisfactorily. Finally, it is recommended that regular assessments of the existing customer service quality levels are conducted in order for the organisation to remain aware of the current customer perceptions and expectations
- Full Text:
- Date Issued: 2014
Improving service quality at automotive dealerships
- Lekhelebana, Vuyokazi Anneline
- Authors: Lekhelebana, Vuyokazi Anneline
- Date: 2013
- Subjects: SERVQUAL (Service quality framework) , Automobile industry and trade -- South Africa , Customer services -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8804 , http://hdl.handle.net/10948/d1017204
- Description: The highly competitive landscape of the automotive industry places increasing pressure on automotive dealerships to continually improve the quality of services rendered to customers. Understanding customer expectations and customer perceptions is key to making improvements in areas that matter most to the customer. It is against this background that this study was conducted. The aim of this research was to measure service quality at automotive dealerships. The literature review focused on the gaps model which resulted in the SERVQUAL measuring tool. The SERVQUAL instrument is supported by literature as the optimal instrument for measuring service quality. The 22-item questionnaire was adapted and used to solicit feedback from customers on their expectations and perceptions of the service rendered by dealerships across the five SERVQUAL dimensions; namely, tangibles, reliability, responsiveness, empathy and assurance. Gaps between customer expectations and perceptions were calculated as an indication of areas where customer expectations were met, unmet or exceeded. In order to identify priorities for improvement, each of the SERVQUAL dimensions was ranked in order of importance by the customer. Convenience sampling was used as a sampling technique. A total of 142 Volkswagen owners who had their vehicles serviced or repaired at a franchised dealership were surveyed. The reliability of the SERVQUAL questionnaire was tested by calculating the Cronbach’s Alpha coefficient for each of the five dimensions. The calculation yielded an average coefficient of 0.83, indicating a high reliability of the measuring instrument and the data collected. The overall gap score of -0.7 indicates that customer expectations exceeded customer perceptions. The lowest customer perceptions and the largest gaps were reported in the reliability and responsiveness dimensions. These two dimensions were also rated as the most important dimensions customers use for evaluating service quality. This formed the basis for recommending that dealership employees and management focus most of their efforts on improving the reliability and responsiveness dimensions.
- Full Text:
- Date Issued: 2013
- Authors: Lekhelebana, Vuyokazi Anneline
- Date: 2013
- Subjects: SERVQUAL (Service quality framework) , Automobile industry and trade -- South Africa , Customer services -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8804 , http://hdl.handle.net/10948/d1017204
- Description: The highly competitive landscape of the automotive industry places increasing pressure on automotive dealerships to continually improve the quality of services rendered to customers. Understanding customer expectations and customer perceptions is key to making improvements in areas that matter most to the customer. It is against this background that this study was conducted. The aim of this research was to measure service quality at automotive dealerships. The literature review focused on the gaps model which resulted in the SERVQUAL measuring tool. The SERVQUAL instrument is supported by literature as the optimal instrument for measuring service quality. The 22-item questionnaire was adapted and used to solicit feedback from customers on their expectations and perceptions of the service rendered by dealerships across the five SERVQUAL dimensions; namely, tangibles, reliability, responsiveness, empathy and assurance. Gaps between customer expectations and perceptions were calculated as an indication of areas where customer expectations were met, unmet or exceeded. In order to identify priorities for improvement, each of the SERVQUAL dimensions was ranked in order of importance by the customer. Convenience sampling was used as a sampling technique. A total of 142 Volkswagen owners who had their vehicles serviced or repaired at a franchised dealership were surveyed. The reliability of the SERVQUAL questionnaire was tested by calculating the Cronbach’s Alpha coefficient for each of the five dimensions. The calculation yielded an average coefficient of 0.83, indicating a high reliability of the measuring instrument and the data collected. The overall gap score of -0.7 indicates that customer expectations exceeded customer perceptions. The lowest customer perceptions and the largest gaps were reported in the reliability and responsiveness dimensions. These two dimensions were also rated as the most important dimensions customers use for evaluating service quality. This formed the basis for recommending that dealership employees and management focus most of their efforts on improving the reliability and responsiveness dimensions.
- Full Text:
- Date Issued: 2013
Students' perceptions of service quality levels of students housing at the large metropolitan university
- Authors: Elie, Sammy Abraham
- Date: 2013
- Subjects: SERVQUAL (Service quality framework) , Student housing -- Resident satisfaction -- South Africa , Consumer satisfaction -- South Africa , Nelson Mandela Metropolitan University -- Student housing
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8869 , http://hdl.handle.net/10948/d1020297
- Description: The increasing attention to the provision of accessible, decent, safe and academically appropriate student housing in South Africa has led to a closer investigation of the nature and levels of quality in both on-campus and off-campus student accommodation. Nationwide, student housing management recognises that quality student housing is of great importance to both the quality of the higher education system and the success of students. In recent years, many studies in the field of service quality have been conducted within higher education. However, fewer studies have focused specifically on service quality in student housing. The purpose of this study was to evaluate the perceptions of students with regard to service quality levels in on-campus and off-campus student housing at NMMU, and to identify those service quality dimensions that need attention. A literature review was conducted to explore the meaning and nature of service and quality in student housing. It was concluded that from the different facets of service that quality, customer expectations, customer perception and customer satisfaction are important constructs in evaluating fully the levels of service quality. An amended SERVQUAL instrument comprising 41 items was used for students, in order to evaluate the service quality at on-campus and accredited off-campus student housing at NMMU. The results showed that there are significant differences in the service quality dimensions of on-campus student housing and off-campus student housing. Oncampus student housing gleaned a positive assessment for the dimensions of reliability, responsiveness, empathy and assurance. However, negative perceptions prevail with regard to on-campus infrastructural/tangible issues. The off-campus student housing fell short in a number of service-quality dimensions, including reliability, empathy, responsiveness and infrastructural/tangible issues. The assurance dimension received positive assessments for both on-campus and off-campus student housing. The study proposes that the NMMU student housing management pay attention to the shortcomings and make the desired improvements. The findings of this treatise have practical implications for student-housing managers, as they could direct their resources to improving poor service dimensions, and similarly refine marketing strategies, so that students’ needs are met in an exceptional and satisfactory manner.
- Full Text:
- Date Issued: 2013
- Authors: Elie, Sammy Abraham
- Date: 2013
- Subjects: SERVQUAL (Service quality framework) , Student housing -- Resident satisfaction -- South Africa , Consumer satisfaction -- South Africa , Nelson Mandela Metropolitan University -- Student housing
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8869 , http://hdl.handle.net/10948/d1020297
- Description: The increasing attention to the provision of accessible, decent, safe and academically appropriate student housing in South Africa has led to a closer investigation of the nature and levels of quality in both on-campus and off-campus student accommodation. Nationwide, student housing management recognises that quality student housing is of great importance to both the quality of the higher education system and the success of students. In recent years, many studies in the field of service quality have been conducted within higher education. However, fewer studies have focused specifically on service quality in student housing. The purpose of this study was to evaluate the perceptions of students with regard to service quality levels in on-campus and off-campus student housing at NMMU, and to identify those service quality dimensions that need attention. A literature review was conducted to explore the meaning and nature of service and quality in student housing. It was concluded that from the different facets of service that quality, customer expectations, customer perception and customer satisfaction are important constructs in evaluating fully the levels of service quality. An amended SERVQUAL instrument comprising 41 items was used for students, in order to evaluate the service quality at on-campus and accredited off-campus student housing at NMMU. The results showed that there are significant differences in the service quality dimensions of on-campus student housing and off-campus student housing. Oncampus student housing gleaned a positive assessment for the dimensions of reliability, responsiveness, empathy and assurance. However, negative perceptions prevail with regard to on-campus infrastructural/tangible issues. The off-campus student housing fell short in a number of service-quality dimensions, including reliability, empathy, responsiveness and infrastructural/tangible issues. The assurance dimension received positive assessments for both on-campus and off-campus student housing. The study proposes that the NMMU student housing management pay attention to the shortcomings and make the desired improvements. The findings of this treatise have practical implications for student-housing managers, as they could direct their resources to improving poor service dimensions, and similarly refine marketing strategies, so that students’ needs are met in an exceptional and satisfactory manner.
- Full Text:
- Date Issued: 2013
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