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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.Customer satisfaction

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Now showing 1 - 7 of 7
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    Quality management initiatives on production levels, quality and staff performance of a manufacturing company
    (2023) Moodlier, Derosha; Moodley, K G; Haripersad, Rajesh
    In the context where customers around the world become so demanding, manufacturing operations focus on performance, availability, usability, scalability, effectiveness, and efficiency among other things; customer centric approaches are explored by companies to satisfy their customersTherefore, in light of limited resource availability, the everchanging market demands, and the necessity for organizational competitiveness in a globalized world, enhancing operational processes is fundamental for modern businesses. This entails the continuous improvement and adaptation of firms to sustain productivity and meet customer satisfaction. This study aims to assess the influence of quality management initiatives on production, quality, and personnel performance. The study utilises a mixed-method research approach where the general process is to identify in a problem, determining research questions, collecting data, analysing qualitative and quantitative data, and interpreting results. The study finds that the quality initiatives taken by the business influences all the dependent variables “production, quality, and personnel performance”. Thus, customer feedback is always critical the organisation in improving quality. In addition, customer strategy has been designed to focus on customer needs and delivery of products/services beyond customer expectations. The results also indicate that there is consistent communication between the company and customers, and all employees behave in ways that show the importance of customers to satisfy customers’ needs and expectations. Lastly the results show that there is a considerably higher than the average production rate before implementation of quality initiatives. Based on these results, the researcher recommends revisiting the managerial decision making process with regard to the selection and implementation of quality management initiatives. The company should continue to provide resources for employee re-education and training and train the majority of its staff on how to apply quality improvement techniques. The company should promote serviceability to support the system and maintain the business resilience with regards to taking corrective and preventive actions.
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    Assessing customer satisfaction from the services delivered by Eskom Academy of Learning (EAL) : a case study of Eskom KwaZulu-Natal Operating Unit
    (2023) Thusi, Cynthia Zibuyile; Xulu-Gama, Nomkhosi
    The Eskom Academy of Learning in KZN (KwaZulu-Natal) occupies the role of Learning and Development; therefore, it provides training to employees for the sole purpose of closing the competency gap by building a highly skilled workforce that will meet the strategic objectives of the organization. The main purpose of this study was to assess the services delivered by Eskom Academy of Learning, with a particular focus in Eskom KZN. The three objectives of the study were to assess customer satisfaction from the services delivered by Eskom Academy of Learning KZN, to identify areas of improvement within Eskom Academy of Learning KZN and to recommend practical strategies for enhancing customer service in Eskom Academy of Learning KZN. This study used a mixed methods approach to conduct the survey. The target population was 185 Eskom employees for quantitative survey and 5 senior managers for qualitative survey. This included male and female students employed within Task Grading T05-E Band. Two data collection instruments were developed for the study, to satisfy the requirements of the design. Following the online questionnaire, which was structured on a five-point Likert scale, in-depth personal interviews were conducted. To select participants for the quantitative data collection, the researcher used systematic random sampling. Quantitative data analysis was conducted first, using the Statistical Package for the Social Sciences (SPSS) version 28.0; while thematic analysis was used to analyse data obtained from interviews. The results indicated that the Eskom Academy of Learning has been effective in meeting its goals, indicated by a significant level of satisfaction among employees. The findings further revealed the determinants of customer satisfaction. While the academy has largely been able to satisfy the employees, information gathered from the interviews identified areas that require improvement. Four main strategies are suggested for the improvement of customer service in Eskom Academy of Learning, namely: fostering a culture of customer satisfaction surveys, being aware of the business training needs through Individual Development Plans, proactive planning of training interventions and conducting on-job post assessments to determine if training received was relevant and effective.
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    Perceptions of retail service quality at supermarkets in the context of the Covid-19 pandemic in South Africa
    (2023) Diamond, Busisiwe Anetia; Corbishley, Karen Margaret
    The fast-moving consumer goods (FMCG) retail sector is growing rapidly, and competition has become intense as new supermarkets enter the retail marketplace. It is important for retailers to align themselves with the constant fluctuations of customer demands and their expectations of service quality (SQ) in order to stay ahead of the competition. SQ plays a vital role in the retail industry as it assists retailers to increase value for their customers, to retain customers, and maintain their competitive advantage. Recently, the world has been subjected to enormous environmental changes, due to the global outbreak of the coronavirus pandemic (Covid-19). Associated with this has been a dramatic economic downturn which has been strongly felt in South Africa. As a result, shopping patterns have been impacted as customers have felt insecure and searched for safer methods (for example, patronising smaller retailers and shopping online) to secure their daily needs. Customer satisfaction, trust and customer loyalty are all important attributes that retailers desire from their customers. This study aimed to evaluate how customer perceptions of retail service quality (RSQ) dimensions might affect customer satisfaction, trust and customer loyalty in supermarkets, considering the context of the Covid-19 pandemic in South Africa. To accomplish this, a quantitative study was conducted by means of an online questionnaire that was distributed via social media platforms. The researcher incorporated the five dimensions of the retail service quality scale (RSQS), namely physical aspects, reliability, personal interaction, problem-solving and policy, to assess customers’ perceptions of RSQ, with hygiene incorporated as an additional dimension to this scale. Respondents were selected by means of a convenience method which is a non-probability sampling method. The snowball technique was selected due to the difficulty of approaching people individually during the Covid-19 crisis, as well as the prohibitive cost of using a commercial database. Data was analysed by means of the latest SPSS software (version 25). The findings of this study shows that the RSQS is a suitable and reliable tool to measure RSQ under the circumstances of the Covid-19 pandemic. Moreover, this study reveals that excellent RSQ has a positive contribution towards customer satisfaction, trust and customer loyalty during the Covid-19 pandemic. The findings of this study reveal that five dimensions of RSQS (hygiene, physical aspects, reliability, problem solving and personal interaction) had a significant and positive effect on customer satisfaction and trust, but the policy dimension was not found to be significant. This study should assist supermarket managers to understand customers’ perceptions of RSQ since the advent of the Covid-19 crisis, and their effect on satisfaction, trust and customer loyalty. This will enable retailers to make better strategic decisions regarding the quality of the services that they offer going forward, thereby becoming more attractive to customers. It will also contribute towards ongoing academic research on RSQ.
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    The influence of service quality on customer satisfaction at a selected food retailer in Durban
    (2020) Simelane, Bhekiwe Nontokozo; Govender, Jeevarathnam Parthasarathy
    In 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.
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    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.
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    Measuring customer satisfaction in restaurants in East London, South Africa
    (2020-12) Mtshokotshe, Zwelethu; Agbenyegah, Albert Tchey
    A mixed-methods research design was followed throughout this study. The primary focus of this study was to determine customer satisfaction through mixed (qualitative and quantitative) methods. Questionnaires for gathering quantitative primary data as well as collecting qualitative data by means of FGDs and semi-structured interviews. Primary data analysis throughout this study involved the descriptive as well as the inferential during the analysis of variance (ANOVA) and independent t-test. These tools aided the quantitative analysis that were applied to analyse the null hypotheses. Other statistical tools namely the means, standard deviation, Cronbach’s alpha, ANOVA were performed to identify differences between various demographics characteristics for in-depth interpretations. The views of restaurateurs’ customers and managers were explored through 235 customers of twelve (12) restaurants Buffalo City Metropolitan Municipality where participants successfully completed questionnaires and participated in FGDs and interviews. The study revealed high prevalence of female in restaurants industries. Majority of participants obtained tertiary degree as educational qualifications. Statistical tools of ANOVA and t-test were employed to test three null hypotheses. Inferential results revealed that participants in restaurants I were less satisfied as compared to others in restaurants E. Based on the statistical findings the initial hypothesis was rejected while the second indicated that monthly income has no effect on customer satisfaction. The independent t-test was employed to test the third hypothesis which indicated no significant relationship between the female and male participants.
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    Service quality at retail banks in Durban
    (2013-06-05) Zungu, Nkululeko PraiseGod; Raap, Peter John; Mason, Roger Bruce
    The 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.