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Research Publications (Management Sciences)

Permanent URI for this collectionhttp://ir-dev.dut.ac.za/handle/10321/217

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Author: search.filters.author.Mason, Roger BruceSubject: search.filters.subject.Expectations

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    Service quality’s role in students’ decisions to study at Further Education and Training Colleges
    (Kamla-Raj, 2017) Pillay, Magalingam Atheeshey; Mbambo, Sbongiseni Nelson; Mason, Roger Bruce
    The aim of this paper was to explore student expectations and perceptions about Further Education and Training colleges with specific reference to reasons for the students’ choice of college. A tota l of 301 respondents participated in a survey which used a questionnaire based upon the SERVQUAL instrument. All the service quality dimensions measured in the students’ survey contain negative mean gap scores, indicating a high level of dissatisfaction with the quality of service received. From these findings, the authorities at the FETs can better understand the gaps in their service quality dimensions and how to close them in their attempts to improve on service quality. The reliability dimension, which emerged as the most important service quality predictor, needs the most attention.
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    Young clients’ attitudes to service quality at retail banks in a developing country
    (Business Perspectives, 2017) Zungu, Nkululeko PraiseGod; Mason, Roger Bruce
    The aim of this paper is to investigate service quality as perceived by younger customers of retail banks in a developing country. The objectives include identifying customers’ levels of satisfaction and loyalty to their banks and to identify the levels of service quality associated with such satisfaction and loyalty. The instrument used to collect data via a survey of retail bank customers was an adaptation of the SERVQUAL ques-tionnaire. A total of 448 students were surveyed, using a mix of systematic and quota sampling, with data being col-lected on university campuses. Data were analyzed using descriptive statistical techniques. The main conclusions were that most young customers are reasonably satisfied with, and loyal to, their banks. There was little difference, on all the service quality constructs, between the different banks, and between expectations and perceptions of service quality. However, there was no evidence of any bank providing a service that delighted their customers or ex-ceeded their expectations and so all banks are at risk from a competitor who adopts strategies to meet these goals. The study has contributed to knowledge by focusing on attitudes to service quality of young bank customers in a de-veloping country, an aspect that has been under-researched.