Theses and dissertations (Management Sciences)
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Item Customers’ perceptions of service delivery by trade and investment KwaZulu-Natal in the greater Durban area(2022-09) Somera, Anamika; Hawkins-Mofokeng, Raymond HilaryThis study aims to evaluate the perceptions of customers regarding the service delivery of Trade and Investment KwaZulu-Natal. Several research studies on service quality have resulted in positive outcomes for organisations which have proven that services can be improved upon, revenues can be increased, customer retention can be maintained, and this can result in attracting new customers through positive word-of-mouth outreach. This research unravelled a level of awareness as identified by the Corporate Strategy Plan compiled by Sigma International 2019 of the services offered by Trade and Investment KwaZulu-Natal (TIKZN). The gaps that highlighted the perceptions and expectations created were the motivation behind this study, which examined the effect of service delivery from a sample size of 400 businesses locally within Central Durban, Amanzimtoti, Umhlanga, Westville and Morningside, as well as some of the businesses that lie on the outskirts of the greater Durban area. A quantitative approach was adopted in this study and data was gathered through questionnaires. The study also used the probability cluster sampling technique to draw a sample from the Trade and Investment KwaZulu-Natal’s database. Customer perception and expectations of service quality were measured using the SERVQUAL instrument, which consists of five dimensions: reliability, tangibles, responsiveness, empathy, and assurance. Gap analysis was used to evaluate gaps in terms of the quality of services delivered. The data collection procedure ensured that ethical considerations were followed in collecting data from the respondents. Descriptive and inferential statistics were used to analyse data by means of the Statistical Package for the Social Sciences (SPSS version 27®). The findings of this study using SERVQUAL illustrate that customer expectations were higher than perceptions across all five service quality dimensions. The results imply that customers were not happy with the level of service being delivered by Trade and Investment KwaZulu-Natal on each of the dimensions. Based on the findings of this study, recommendations have been proposed to close the gaps and ultimately improve service quality so that Trade and Investment KwaZulu-Natal is able to achieve customer satisfaction and improve service delivery. These findings of the study are limited to KZN and should not be generalised beyond this region. Therefore, it is recommended that future research investigate employeerelated aspects of service quality effectiveness, such as role stress, ambiguity, conflict and job satisfaction, as well as other customer-related service outcomes apart from perceived service quality.Item Customer perceptions of quality service delivery within the department of Financial Aid at a University of Technology(2023-05) Naidoo, Agendri; Adam, Jamila KhatoonWith 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.Item An investigation into customers’ perceptions of service quality : a case study of a selected theme park in KwaZulu-Natal(2022) Kalanga, Thembinkosi Peter; Dlamini, Bongani InnocentCustomer service quality has been a major concern at theme parks for the past years; theme parks have therefore been struggling to attract new customers and to expand their market due to the impact of their customers’ perception of the quality of services rendered. The perception of service quality in theme parks determines customer loyalty and it also influences the consumer buying behaviour, as well as repeat visits and brand switching decisions. In theme parks, poor food quality, for example may lead to dissatisfaction and affect the entire customer experience, however, food is a supplementary service while tourism facilities and souvenirs are considered even more important for best quality experience. The objectives of this study were to measure the perception of customer service quality within the uShaka Marine World theme park and its impact on customer satisfaction, as well as retention. The literature review was conducted to locate and align the study within the existing context of research. This study used a quantitative research method and questionnaires were distributed to collect data from uShaka Marine World customers. Data were analysed using Statistical Package Social Sciences Statistics to obtain results for the outcome of the study. The study found that most customers expected excellent customer service from theme parks service providers, however, sometimes it is difficult for theme park planners to design and cater for the changing needs of customers. This study also found that some of the attractions at uShaka Marine World had a higher satisfaction rate than others, while the design and layout of the theme park was a contributing factor to customer service quality. The study also found that suggested improvements included a wider range of shops for visitors, a larger gallery space for more animals and catering for religious food requirements; some suggested the inclusion of and indigenous food outlet and more attractions for various age groups.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 Customer perceptions of service delivery : a case study at Transnet Port Terminal, Pier2(2018) Cele, Ntomb'zenhlanzeko; Davids, M. NoorIn 1877 the Durban Container Terminal (DCT) was developed as a container-only terminal. In recent years, investment in the terminal infrastructure at the DCT has increased and now the terminal accounts for 65% of all South Africa’s container imports and exports and is the busiest terminal in Africa. The DCT has easy access to the main road corridor between Durban and Johannesburg, which is South Africa’s greatest economic contributor. As demand increases, productivity and efficiency become more important, yet the terminal faces its ever unprecedented challenge which is space. A dedicated facility for the staging of container road trucks has been constructed. This facility is designed to eliminate road truck congestion at the entrance roadway to the terminal. The staging area contributes to the quality and speed of productivity in the terminal. At the core of the terminal’s success is its productivity. One of the productivity measures that are closely monitored is Truck Turnaround Time (TTT). The aim of this study was to analyse customers’ perceptions of service quality delivered at the Durban Container Terminal. The SERVQUAL instrument which is based on fived dimensions, namely reliability, tangibles, responsiveness, empathy and assurance was used to assess customer perception and expectation of service quality. A gap analysis was used to evaluate gaps in terms of service quality delivered at the terminal. A mixed methodological approach was adopted; thus a quantitative and qualitative study was undertaken. The 111 respondents used in the quantitative study were selected using purposive sampling. Descriptive and inferential statistics were used to analyse data by means of the Statistical Package for the Social Sciences (SPSS). Furthermore, 10 managers from the client base were selected to be interviewed using purposive sampling for the qualitative study. Qualitative data were analysed using content analysis. The data were transcribed and emerging themes identified and presented. The findings of this study using SERVQUAL illustrate that customer expectations were higher than perception across the entire five service quality dimensions. The results imply that customers were not happy with the level of service being delivered at the terminal on each of the dimensions. With respect to the qualitative study, the findings show that customers are concerned with the efficiency at the terminal and are not satisfied with the truck turnaround times. Furthermore, the results show that customers are facing challenges in terms of congestion which is compounding problems regarding the waiting time before transporters can access the service. Based on the findings of this study, recommendations have been proposed to close the gaps and ultimately improve service quality so that the terminal is able to achieve customer satisfaction and by implication, improved productivity.Item Investigating internal service quality at Durban University of Technology Writing Centres(2017) Nhari, Sibongile Ruth; Nzimakwe, Thokozani IanThis research investigated internal service quality perceptions held by DUT Writing Centre tutors. This research is important because literature is indicative of the fact that internal service quality is a precursor to external service quality. The study employs a mixed method approach. An adapted SERVQUAL Battery termed by Frost and Kumar (2000) as INTSERVQUAL was used to gather the quantitative data. The qualitative data was from a secondary source which was focus group discussions and was analysed using thematic analysis. This study utilised the survey method and a census was conducted to investigate the service quality dimensions. The quantitative results were analysed by use of descriptive and inferential statistics by SPSS 24 program. Five dimensions being reliability, responsiveness, assurance, empathy and tangibles were measured by the instrument and a GAP analysis of the expectation and perception scores was done. It was found that the highest gap was in the tangibles dimension and the lowest gap in the reliability dimension. The research objectives were as follows: • To determine Writing Centre tutors’ expectations of internal service quality at DUT writing centres; • To evaluate Writing Centre tutors’ perceptions of internal service quality at DUT writing centres; • To identify gaps between expectations and perceptions of internal service quality at DUT writing centres; and • To identify customer service expectations and perceptual differences in relation to biographical variables in the population.Item Towards a quality model for a university of technology research centre in South Africa(2012-11-30) Zheng, Jin; McLean, Vianne; Singh, Penny; Singh, PennyOver the last decade the institutional framework within which most universities in South Africa operate has undergone major transformation forcing the higher education sector to become more competitive in its approach to attracting and retaining quality students. Against this background, service quality has been put forward as a critical determinant of competitiveness. The purpose of this study therefore was to identify best practice in terms of postgraduate studies and research development and support service delivery in the South African (SA) and Australian (Aus) contexts in order to inform the development of a quality model for postgraduate or research centres (PG/RCs) for universities of technology (UoTs) in SA. Underpinned by the Gap Model of service delivery and an adapted SERVQUAL instrument, this study sought to determine perceptions and expectations of service quality across five dimensions, namely: tangibles; reliability; responsiveness; assurance; and empathy. Questionnaires and semi-structured interviews were used to gather data from PG/RC staff and postgraduate and research students in SA. Various gaps between students’ perceptions and expectations indicating dissatisfaction with PG/RC services particularly among the SA students were identified. The findings revealed that the SA UoTs lag behind the Aus UoTs in terms of communicating their services and forms of support to students and providing satisfactory services according to student expectations. The findings further suggested that issues such as service quality planning and monitoring, establishing recovery mechanisms for service failures, and student-driven service design and standards need to be high on the agenda at higher education institutions to ensure service quality control. All five dimensions of SERVQUAL indicated a negative score or quality gap suggesting that the SA PG/RCs need to urgently the gaps that exist at their institutions; key recommendations were thus made to improve the gaps identified. Based on the literature reviewed, best practice gleaned from the findings of this study, and benchmarking with the Aus UoTs; this study proposed a centralized and decentralized PG/RC model for SA UoTs to provide service quality to its ‘customers’.Item Service quality at Varsity Colleges in Durban North and Westville : students' perceptions(2011) Devnarrian, Pravesh; Penceliah, Soobramoney; Govender, Jeevarathnam ParthasarathyCustomer satisfaction, customer value and service quality have become the primary focus of service organisations in today’s customer era. The higher education industry is no different. As higher education institutions strive for competitive advantage, customer service and service quality are becoming driving forces. Today, service quality is recognized as one of the most important factors in developing and maintaining successful relationships. Superior service quality leads to enhanced customer satisfaction and increased loyalty. Institutions that focus on superior quality service can enjoy a distinctive competitive edge since improved levels of service quality are linked to higher revenues, higher customer retention and increased market shares. The aim of this research study was to evaluate customer service quality at Varsity Colleges in Westville and Durban North. The SERVQUAL questionnaire was used as the instrument to measure students’ expectations and perceptions according to five quality dimensions. Four hundred and fifty one respondents were selected from the two campuses using non-probability sampling and convenience sampling. Descriptive and inferential statistical techniques were used to analyse the data. Conclusions and recommendations were made from the findings of the research study. The study revealed that students’ expectations of service quality exceeded their perceptions on the five service quality dimensions used in the SERVQUAL questionnaire. Improvements are necessary in certain dimensions of service quality. In order to improve service quality, it is recommended that Varsity Colleges close these gaps by ensuring that apt strategies are put into place in order to improve service quality.