Repository logo
 

Faculty of Accounting and Informatics

Permanent URI for this communityhttp://ir-dev.dut.ac.za/handle/10321/1

Browse

Filters

2014 - 201912020 - 20241

Settings

Has files: YesSubject: search.filters.subject.Customer Satisfaction

Search Results

Now showing 1 - 2 of 2
  • Thumbnail Image
    Item
    Total quality management and competitive advantage of manufacturing organizations in the Steel industry Durban Metropolis
    (2024) Mncwabe, Ncazelo; Marimuthu, Ferina; Mvunabandi, Jean Damascene
    This study investigated total quality management (TQM) and the competitive advantage of manufacturing organizations in the steel industry in the Durban Metropolis. While a few studies have touched on TQM and competitive advantage in Durban, they did not examine TQM and competitive advantage in steel manufacturing organizations in the city. The literature on the context of business competitiveness, total quality principles, process management and top management and other pertinent concepts was reviewed. Purposive sampling was employed to obtain a total of 100 participants from the 23 organizations in the Durban steel industry. A quantitative research design was adopted, with a questionnaire administered to gather data. The data were analyzed using confirmatory factor analysis (CFA), which was employed to prove or disprove the hypotheses, with the results presented in tables and graphs. The findings suggest that employee training, committed management, a customer-focused approach, sound relationships with suppliers, and clear goals would enable organizations in Durban’s steel industry to improve their performance and thus gain a competitive edge. The study contributes to the body of knowledge on TQM in organizations and its impact in the steel manufacturing industry. Further research is recommended to explore the impact of the adoption of TQM among South African organizations.
  • Thumbnail Image
    Item
    Service delivery at a Satellite Campus: A Durban University of Technology case study
    (Kamla-Raj Enterprises, 2014) Green, Paul; Ramroop, Shaun
    The goal of this paper is to report on the SERVQUAL gap which causes unsuccessful service delivery at a satellite campus of a University of Technology in South Africa. Using a quantitative research design, the study adopts a SERVQUAL model adapted to a tertiary environment containing 5 dimensions of service quality (tangibles, responsiveness, empathy, assurance and reliability). A convenience sampling technique was applied, the data was collected from 99 respondents at the Durban University of Technology (DUT) and the results and discussion are presented. The findings reveal that, on average, customers had high expectations in assurance, responsiveness and reliability dimensions and their highest perceptions were found in the empathy dimension. This paper will benefit management of higher education institutions in identifying cost-effective ways of reducing service quality gaps with particular reference to satellite campuses.