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Theses and dissertations (Management Sciences)

Permanent URI for this collectionhttp://ir-dev.dut.ac.za/handle/10321/14

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Subject: search.filters.subject.Consumer satisfaction--Research

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Now showing 1 - 4 of 4
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    Customer perceptions of quality service delivery within the department of Financial Aid at a University of Technology
    (2023-05) Naidoo, Agendri; Adam, Jamila Khatoon
    With over thirty-four Private Universities in South Africa targeting students (customers) by marketing their services; offering free learning devices, state-of-the-art learning tools, modern amenities and other visually appealing packages, it has become imperative for Public Universities to find ways and means to secure the best students (Customers) to sustain their image and service excellence. For this study, a service quality tool known as the SERVQUAL/RATER model was used to measure a public University of Technology's Customer Perceptions of Quality Service Delivery within the Department of Financial Aid. Both one-on-one interviews and online questionnaires were applied using the SERVQUAL/ RATER genetic formula (SQ= E-P) to form part of the qualitative and quantitative methods to achieve the most accurate results. These results were achieved by measuring the five dimensions: tangibles, responsiveness, reliability, assurance and empathy. Using forty statements, rating customers' expectations minus rating customers' perceptions established the gaps. In this study, all five dimensions of the SEQUAL/ Rater model displayed negative quality services. According to the attached statistical report, the largest gap (-2.01) was established from responsiveness, making this an even greater challenge for Public Universities since this reflects that they take long periods to respond to the issues of students. Recommendations were made for amenities such as access ramps for differently abled students and staff performance/project workshops to be held. Developing a few direct NSFAS helpline stations with their central information call-logging system generating reference numbering is highly recommended to reduce student waiting periods and frustrations and improve quality service delivery overall.
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    A longitudinal study of customers perceptions of their confidence in, and satisfaction with, the South African Sugar Association Cane Testing Service division
    (2004) Naidoo, Gonaseelan; Mason, Roger Bruce
    Customer satisfaction is a critical component of a business' competitive strategy. The Cane Testing Service (CTS) division of the South African Sugar Association is operating in a deregulated market environment and thus has to ensure that customers are always satisfied with the quality of service received from CTS. This study aimed to establish the change in customer satisfaction levels between 1998 and 2003. The study set out to determine customer satisfaction levels with specific customer groupings of combined millers and growers, millers-only and growers-only of all fourteen Mill Group Boards. The study investigated customer satisfaction levels for each of the sixteen service characteristics for the fourteen Mill Group Boards. Regular measurement of customer satisfaction allows CTS to continuously improve the levels of customer satisfaction and thereby minimise the threat to CTS of competitors entering the sugar industry laboratory services market. Customer satisfaction levels were determined by conducting a longitudinal, quantitative survey on one hundred and sixty-eight miller and grower members of all Mill Group Boards using the CTS developed questionnaire, containing CTS and customer verified service attributes. I I I The 2003 study shows a statistically significant improvement in customer satisfaction levels with CTS service delivery across all customer groupings in comparison with the 1998 customer satisfaction levels. The specific Mill Group Board analyses shows an improvement in customer satisfaction levels for twelve of the fourteen boards. Specific strategies are to be developed for those boards and service attributes that did not show an improvement. It is recommended that CTS customer surveys be conducted every three years and the Balanced Scorecard management tool be used to monitor the effectiveness of customer improvement strategy implementation. It is proposed that future research consider benchmarking CTS service delivery against other similar service providers and that focus groups be employed to obtain feedback from key customers.
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    Customer perception of service quality at the Business Studies Unit of the Durban University of Technology
    (2008) Manuel, Nishi; Govender, Jeevarathnam Parthasarathy
    Customer satisfaction is the key ingredient to the success of any business. This is the most important factor that creates loyal customers. Presently, organisations are attempting to obtain increased customer satisfaction by focusing on the quality of their products and the service provided. Students were identified as customers of HEI’s. This research focuses on the determination of customer perception of service quality at the Business Studies Unit (BSU) of the Durban University of Technology. The objectives were: to identify expectations of students of the BSU; to identify the perceptions of students of the BSU and to measure and compare the expectations and perceptions of students using the SERVQUAL score. Customer perceptions were determined by means of a quantitative survey conducted at the BSU lecture venues using the self-administered SERVQUAL questionnaire. One hundred and ninety five respondents were surveyed. Data was analysed using descriptive and inferential statistics. The questionnaire measured students’ expectations and perceptions in five dimensions of service that consists of tangibles, reliability, assurance, responsiveness and empathy. The results demonstrated that in each of the five SERVQUAL dimensions, there was a negative quality gap. The largest gap was in the tangibles dimension. Also, there were significant differences between perceptions and expectations of students in all of the five SERVQUAL dimensions (p<0.001) Improvements are needed across all five dimensions. Results have shown that students’ perception of service quality at the BSU falls below their expectations, presenting a great challenge to the institution. In order to improve service quality, it is recommended that the BSU regularly assesses employees, as well as customers’ experiences and provide prompt feedback.
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    A longitudinal study of customers perceptions of their confidence in, and satisfaction with, the South African sugar association cane testing service division
    (2004) Naidoo, Gonaseelan
    Customer satisfaction is a critical component of a business’ competitive strategy. The Cane Testing Service (CTS) division of the South African Sugar Association is operating in a deregulated market environment and thus has to ensure that customers are always satisfied with the quality of service received from CTS. This study aimed to establish the change in customer satisfaction levels between 1998 and 2003. The study set out to determine customer satisfaction levels with specific customer groupings of combined millers and growers, millers-only and growers-only of all fourteen Mill Group Boards. The study investigated customer satisfaction levels for each of the sixteen service characteristics for the fourteen Mill Group Boards.