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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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Has files: YesSubject: search.filters.subject.Service Quality

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    The effect of service delivery in public ‘community service centres’: A case of an emerging economy
    (Virtus Interpress, 2017) Ngobese, Ndabazinhle; Mason, Roger Bruce; Maharaj, Mandusha
    This study investigated public perceptions of the service delivery provided by the Community Service Centres (CSC) of the South African Police Service (SAPS) Durban, South Africa. The study focuses on measuring service quality and service delivery. SERVQUAL was used to compare clients’ perceptions against expectations of service quality. Four hundred respondents were surveyed at three community service centres (previously known as ‘police stations’), with expectations and perceptions being assessed via the dimensions of tangibility, reliability, responsiveness, assurance and empathy. The results indicate that in all five dimensions there is a significant negative quality gap, implying that the quality of service received is below what is expected by clients. Improvements are required in all five dimensions if service delivery is to be improved. Actions needed to improve service quality include regular assessment and monitoring of clients’ experiences, as well as employees’ behaviour.
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    The service quality experience of International students: the case of a selected higher education institution in South Africa
    (MCSER Publishing, 2014-05) Veerasamy, Dayaneethie; Noel, Dion Trevor; Govender, Jeevarathnam Parthasarathy
    The university, which forms the basis for this paper, has seen significant growth in the number of international student enrolments. It is against this background that international students’ expectations and perceptions of service quality are assessed. A census was conducted among this group of students which comprised 215 respondents using the SERVQUAL instrument. The results indicate a high degree of internal consistency among the five dimensions of service quality in terms of both expectations and perceptions. It emerged that there were varying gaps in the twenty items that were measured, with the empathy dimension exhibiting the largest gap score. Recommendations are made on how the university can improve on service quality levels among its international students.