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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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    Service quality at technical and vocational education and training colleges : perception according to demographic factors
    (UNESCO, 2018-06) Mason, Roger Bruce; Mbambo, S. N.; Pillay, M. A.
    TVET colleges are regarded as second-class educational institutions in South Africa. As a result, their enrolment targets are not being met, which is a problem for the development and growth of this educational sector. The objective of this paper is to identify whether students’ satisfaction with the service quality provided by TVET colleges differ according to selected demographic factors, and thus help to understand specific reasons for not meeting their enrolment targets. A survey of 301 respondents from six colleges, using a SERVQUAL questionnaire, comprised the methodology. The results showed little difference in satisfaction with service quality according to the demographic factors tested – all respondents were more or less equally dissatisfied with the service quality of their TVET colleges. Therefore, looking for reasons for the poor enrolment levels amongst the different demographic characteristics of the students is pointless. The poor service quality perceived is probably due to inadequate systems, or inadequate management or staff training, rather than failure to meet specific needs of students from different demographic types. Recommendations are provided for overcoming the poor service, and for further research.
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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.
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    Critical analysis of entrepreneurial spirit, attitudes and perceptions of young South Africans in KwaZulu-Natal province
    (Business Perspectives, 2016) Lekhanya, Lawrence Mpele
    Positive entrepreneurial spirit, attitudes and perceptions among the communities, with specific reference to young South Africans in KwaZulu-Natal province, can improve the lives of many young people and alleviate poverty and unemployment challenges in the province. This paper intends to analyze the entrepreneurial spirit, attitudes and perceptions of young South Africans, in addition to which it will also analyze the most critical factors affecting young South Africans when embarking into business. Primary data were collected by means of both qualitative and quantitative methods. Data were collected in eThekweni Municipal areas. The sample consisted of 350 young South Africans between the ages of 18-35, both those who are working, as well as those who are unemployed, with or without tertiary qualifications. Respondents completed a five–point, Likert scale questionnaire, with the assistance of an interviewer. The results disclose that the large number of respondents indicate bank requirements to obtain a loan and financial support as major barriers to starting a business. The findings further indicate start-up capital as another constraint that demoralizes, quelling the entrepreneurial spirit among the young. The results found to be statistical significant at (p = .000*). Further research should aim to examine youth entrepreneurial training programs and entrepreneurial support skills.
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    Perceptions and attitudes of the community towards impacts and sustainable development: The Case Study of eMpophomeni in Pietermaritzburg (South Africa)
    (Business Perspectives, 2015) Chili, Nsizwazikhona Simon
    The study examines perceptions and attitudes of the community towards the impact of tourism and its sustainability as it is perceived as an alternative developmental philosophy that can serve as a panacea to alleviate poverty from communities. Social exchange theory is used to achieve the aforementioned. Since the role of residents is crucial within the sustainability paradigm, it is therefore important that their perceptions and attitudes on tourism impact towards sustainable development are understood and assessed. The study investigates and examines a range of variables involved in determining township community attitudes and perceptions towards tourism impact on development and sustainability and as a result social exchange theory is used. Literature is comprehensively reviewed on resident attitudes and perceptions towards tourism impact and sustainable development and social exchange theory are used in determining the above regarding variables involved. The findings reveal that negative perceptions of residents on tourism impact in the township of eMpophomeni offset positive outcomes. The study also reveals that long-term planning as a component of sustainable tourism, full community participation and environmental sustainability within tourism are inextricably linked and related to support for tourism and to the positive impacts of tourism.
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    Customers’ expectations and perceptions of service quality : the case of a retail pharmacy chain in South Africa
    (Mediterranean Centre of Social and Educational Research, 2014) Adat, Nafisa; Noel, Dion Trevor; Penceliah, Soobramoney
    Recent legislative changes have permitted rapid expansion of pharmacy chains in South Africa. The early effect of this appears to be lowered prices and greater competition amongst pharmacy chains. Whilst research has been conducted on general aspects of customer service quality in various industries, there appears to be few studies on customer satisfaction within the South African retail pharmaceutical sector in particular. This paper therefore seeks to assess customer satisfaction at a selected pharmacy chain within the greater Durban area. A study was conducted among 400 customers, using the SERVQUAL model as the measuring instrument. The results indicate that there are gaps between customers’ expectations and perceptions on the five service quality dimensions. The chi square test was performed to determine significant differences between four biographical variables viz. gender, age, educational level of respondents and frequency of shopping versus the five dimensions of service quality, on both expectations and perceptions. Recommendations are presented on how the pharmacy chain can enhance service quality in order to offer superior customer service in the face of growing competition.