Theses and dissertations (Management Sciences)
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Item Service quality at Durban University of Technology, Centre for Social Entrepreneurship Rapid Incubator(2023-06) Nyamurima, Solomon; Ramchander, ManduthBusiness incubators have emerged as crucial mechanisms for fostering entrepreneurship and propelling global economic growth. These programmes provide aspiring entrepreneurs with essential resources, mentoring, and support services in order to facilitate the creation and launch of successful businesses. As a consequence, business incubators have become essential components of government agencies, particularly those with a primary focus on entrepreneurship. The study aims to assess the quality of service provided by the Durban University of Technology Centre for Social Entrepreneurship Rapid Incubator (DUT CSERI). The SERVQUAL questionnaire was used to assess the expectations and perceptions of SMMEs in relation to five quality dimensions. Non-probability sampling and convenience sampling were utilised to select 330 SMMEs affiliated with the DUT CSERI. Inferential and descriptive statistical analyses were utilised to assess the quality provided by the DUT CSERI. This study revealed that the DUT CSERI provides SMMEs with exceptional service quality. This is evidenced by the fact that SMME’s perceptions of service quality exceeded their expectations. However, there is room for continuous improvement, as five out of twenty-two service quality gaps were successfully identified. It is recommended that CSERI improve its tangibility and reliability service quality dimensionsItem Service quality of the Sports Department at the Durban University of Technology(2023-04) Pather, Indresain Rama; Penceliah, Soobramoney; Madonda, E.Service quality is a vital concept for managers in the sports industry. The key to ensuring its survival is to listen to and design services according to its users' requirements. On the other hand, detecting weaknesses establishes the necessary remedial actions, thus starting the path to continuous improvement within the organisation. Implementing and maintaining high levels of sports service quality will enable the University of Technology’s sports department to attract the best athletes to join its sports clubs. This may enhance the profile and increase the competitiveness of the university’s sports clubs. Hence, the service quality levels of the various sports codes offered at the University of Technology must be able to satisfy sports club members’ desired needs. The aim of this study was to assess the service quality and customer satisfaction of sports club members at the Durban University of Technology Sports Department. This study was a cross-sectional and descriptive study that employed a quantitative research methodology. The SERVQUAL questionnaire was used to assess customers’ expectations and actual experiences of customer satisfaction, measuring expectations and perceptions according to five quality dimensions. These quality dimensions include tangibles, reliability, responsiveness, assurance, and empathy. A census survey method was used to collect data from 322 respondents, out of a total population of 1200 sports club members. The Statistical Package for the Social Sciences (SPSS) Version 2.5 was used to analyse data with descriptive and inferential statistical techniques. The study showed that customers’ expectations exceeded their actual experiences in all the service quality dimensions used in the SERVQUAL questionnaire. Tangibles had the largest gap of 0.10. The dimensions of assurance and empathy had the smallest gaps of 0.01 each. This study, therefore, indicated that the dimension of tangibles required more interventions. In the university sports department, tangibles include sports equipment, physical facilities, and staff appearance. Modern-looking sports facilities are imperative for effective and successfully administered sporting programmes. In conjunction with this, high-quality and technologically up-to-date sports equipment also enhances sports participation and improves the quality of service. This study, therefore, recommended that to attract elite sportspersons to the university and enhance the image of university sport, it is imperative that the university sports department invest in upgrading sports facilities that are both aesthetically pleasing and satisfy the demands of high performance sports programmes. An engagement with university management, corporate affairs, and the finance department was recommended to brainstorm the proposal for sports facility upgrades. The upgrade of sports facilities also potentially serves as an avenue for third-stream income for the sports department by hiring out high-quality facilities to local and national sports federations. The recommendations discussed in this study suggested some of the possible measures that could be taken by the management of the university sports department to improve customer satisfaction levels. Providing superior service quality that leads to customer satisfaction can give the university sports department a competitive advantage. It was envisaged that this study may have a positive impact on the delivery of good service quality, which in turn will assist the management of the DUT Sports Department to achieve superior customer satisfaction.Item The influence of service quality on customer satisfaction at a selected food retailer in Durban(2020) Simelane, Bhekiwe Nontokozo; Govender, Jeevarathnam ParthasarathyIn today’s competitive retail environment, many retailers need to develop strategies to compete. The current marketplace has become more competitive and customers are continually expecting retailers to match or exceed their expectations. Retailers should ensure that their service strategies are customised to meet the expectations of customers. In order for supermarkets to retain customers, they need to deliver exceptional service. Superior service quality and customer satisfaction must be promoted and maintained in order for the retailer to be the retailer of choice. The aim of this study was to evaluate service quality and the influence it has on customer satisfaction at a selected food retailer in Durban. A quantitative study was conducted in the form of a descriptive survey. The SERVQUAL instrument was used to assess customers’ expectations and perceptions of customer satisfaction. The quality dimensions included tangibles, reliability, responsiveness, assurance and empathy. A sample of 400 respondents were surveyed using the SERVQUAL questionnaire. Self-administered questionnaires were distributed amongst participants. The respondents were selected using non-probability sampling, within which convenience sampling was applied. The findings revealed that a majority of respondents were generally satisfied with the quality of services offered by the selected retailer. The results showed no significant difference between customers’ expectations and their perceptions. Although these gaps were relatively small, they are important in highlighting areas for improvement. Therefore, it is recommended that the selected retailer should continue to uphold service quality as customers are the key to a successful retailer. Best practices should be considered to guarantee that customers are satisfied at all times. Providing superior customer service can give a retailer a competitive advantage.Item Service quality at selected fashion retail stores in the Greater Durban Area(2020-09) Magoso, Ntombikayise Princess; Pillay, Magalingam Atheeshey; Veerasamy, DayaneethieThe interest of service quality in the fashion industry has grown over the last decade due to increasing competition, new fashion trends and new designs. This has led managers to finding ways of improving profitability. One area of interest is service quality and how it affects customer satisfaction and its impact on the bottom line, which is why ascertaining service quality at selected fashion retail stores in the Greater Durban Area is significant. The purpose of this study is to examine the expectations and perceptions of customers in the selected fashion retail stores in the Greater Durban Area. The focus of the study is based on the measurement of the service quality dimensions and the effect of service quality on customer satisfaction in order to generate quality models of the Selected Fashion Retail Stores. This study focuses on the determination of customers’ expectations and perceptions of service quality in the SFRS in the Greater Durban Area. The main objective is to ascertain the level of service quality in the selected retail fashion stores in the Greater Durban Area. The study was descriptive, quantitative and cross-sectional in nature, probing the effect of service quality on customers’ satisfaction. From the findings of this study, the fashion retail stores can identify specific failures in their service quality and seek to improve them. Service quality dimensions that appear to be good predictors of service quality for customers of the SFRS offering have been related to factors such as the “Tangibility”, Reliability”, “Responsiveness”, “Assurance” and “Empathy”. It is hoped that the results obtained from this study will aid these fashion stores in adopting practical customer service quality measures that will assist them to succeed in the highly competitive fashion industry.Item Patients perception of service quality in Orthotics and Prosthetics Department at a selected university(2019-09) Thabethe, Nosipho; Penceliah, Darry S.Interest in orthotics and prosthetics has grown considerably over the last decade. South Africa is experiencing a shortage of registered orthotic and prosthetic specialists, and this poses a problem for patients who require artificial devices. In this sector, the most important strategy for orthotists and prosthetists is to obtain and maintain patient expectations and perception of service quality. Customer satisfaction and service quality are very important concepts that organisations must understand in order to remain competitive in business and hence grow. It is therefore vital for organisations to know how to measure these constructs from the patients’ perspective in order to better understand their needs and hence satisfy them. The aim of this study is to assess patients’ perceptions and expectations of service quality at Medical Orthotics and Prosthetics Department at a selected University in KwaZulu-Natal. The objectives are; to identify patient’s expectations in terms of the delivered services provided at the Medical Orthotics and Prosthetics department; to ascertain the perceptions of patients’ towards the services provided at the Medical Orthotics and Prosthetics department and to measure the gap between patients’ perceptions and expectations of service quality using a modified version of the SERVQUAL model. The instrument used to assess the patients’ perceptions of service quality was the SERVQUAL questionnaire, measuring expectations and perceptions according to the five service quality dimensions. One hundred and twenty patients were surveyed using the SERVQUAL questionnaire. The respondents were selected using non-probability sampling within which convenience sampling was applied. The data was analysed using descriptive and inferential statistical techniques. The study shows that patients' expectations of service quality exceeded their perceptions of the five service quality dimensions used in the SERVQUAL questionnaire. The smallest dimension gap score proved to be tangibles, while the largest gap score of the study proved to be assurance followed by responsiveness. Therefore, it is recommended that the selected (MOP) department attend to these gaps and ensure that the necessary strategies are implemented so that patients receive a high level of service quality as expected.Item Service quality of administrative staff for student satisfaction a KZN University of Technology(2021) Naidu, Lutchmee; Bayat, M. S.Customer satisfaction and service quality are essential concepts that industries and higher education institutions must consider to sustain a competitive edge. Berry, Zeithaml and Parasuraman (1985: 44) aptly cited, “Quality is essential when service is what is being sold”. Assessing the needs and wants and knowing how to measure these from a consumer/student’s point of view is just as important. Considering service quality may be an antecedent to student satisfaction, if the University is successful in attaining a high level of service quality, this can ultimately lead to satisfied students, the profitability of an institution, loyalty and retention. Globally, students’ satisfaction and overall experience within an institution is a highly debated and complex topic in literature, with diverse views presented by various authors on student satisfaction within higher education. Student support services, a division within higher education institutions, provide students with essential administrative support. Therefore, the primary objective of this empirical study is to assess the level of service quality by examining the gap between expectations and perceptions of support staff by gathering data from B-Tech full-time and part-time students registered at a University of technology in South Africa. The results of this study can provide management with reliable data, which can assist in placing intervention mechanisms to monitor, maintain and improve service quality. This study adopted the quantitative data collection method and utilised an adapted SERVQUAL questionnaire designed and distributed to respondents selected using a purposive sampling technique. The SERVQUAL survey instrument was used to measure the gap between students’ expectations of service quality and their perceptions of the actual services delivered by the support staff. Overall, the analysis of the data gathered found that the service quality perceived by students was dissatisfactory, meaning that students’ expectations exceeded their perceptions. The findings indicated that service quality performance dimensions (RATER) are significantly and positively integrated with overall student satisfaction. This study also provides results that the University can benchmark to prevent potential problems and improve results. It can also assist other higher education institutions on the corrective measures central to a University's significant growth. Identifying the gaps in the services offered by support staff can improve service quality delivery and result in a high level of student satisfaction while gaining the University a competitive edge.Item Service quality at retail banks in Durban(2013-06-05) Zungu, Nkululeko PraiseGod; Raap, Peter John; Mason, Roger BruceThe aim of this study is to investigate service quality at retail banks, such as Standard Bank, ABSA Bank, First National Bank and Nedbank in Durban. The four objectives of this study are set as: Firstly, to identify the level of satisfaction with customer service received from different retail banks in Durban; Secondly, to identify customers’ expectations in terms of quality services provided by retail banks; Thirdly, to ascertain the perceptions of customers towards the service provided by retail banks in Durban; Fourthly, to measure the gaps between customer expectations and perceptions of service quality, using a modified version of the SERVQUAL model. The instrument used to assess the retail bank customer’s expectation and expectations of service quality, was the SERVQUAL questionnaire, measuring expectations and perceptions according to five quality dimensions. A total of 448 students were surveyed. Quota sampling was used in this study, in order to improve representativeness. Using quota sampling involves selecting the characteristics that are required in the sample and then sampling until enough representatives of each category are achieved. Although this is a form of non-probability sampling, a quota sample can provide a good approximation to a probability sample. It means that distributing questionnaires to a certain group would be stopped after the prescribed quota is reached. Data were analysed using descriptive and inferential statistical techniques. Conclusions and recommendations were thereafter drawn from the literature and the findings of the study. The study shows that retail bank customer expectations of service quality exceeded their perceptions in the five service quality dimensions used in the SERVQUAL questionnaire. This study is also important because it will assist bank managers to convert negative perceptions to positive impressions. Consequently, customers will benefit from the improved, outstanding customer service.