Repository logo
 

Research Publications (Management Sciences)

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

Browse

Has files: YesSubject: search.filters.subject.Customer satisfaction

Search Results

Now showing 1 - 2 of 2
  • Thumbnail Image
    Item
    Ambient situation and customer satisfaction in restaurant businesses: a management perspective
    (2022-01-01) Agbenyegah, Albert Tchey; Zogli, Luther-King Junior; Dlamini, Bongani Innocent; Mofokeng, Nyane Ezekiel MacDonald; Kabange, Martin Mulunda
    The current study illustrates the influence of restaurant ambient conditions on customers satisfaction in the tourism and hospitality industries through cluster and simple random techniques. The primary objective was to ascertain the relationship between the restaurant ambient conditions and customer satisfaction in rural restaurants. A closed-ended questionnaires with varying options were designed to collect primary data from randomly selected customers from 11 restaurants from the study settings. Primary data was analysed via the SPSS software based on statistical tools of regression analysis to determine the relationship between the dependent and independent variables. Final outcomes indicated significant relationship between the dependent and independent variables. The restaurant ambient conditions have significant relationship with customer satisfaction. Based on the findings, this study recommends that owner-managers of restaurants in rural areas need to improve the bulk of the ambient situations to attract more customers. This empirical study contributes to existing literature on the tourism and hospitality industry with specific reference to the restaurant businesses.
  • Thumbnail Image
    Item
    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.