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Faculty of Management Sciences

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    The dynamics of customer value and brand love among shoppers in emerging market
    (Informa UK Limited, 2023-12-11) Amegbe, Hayford; Hanu, Charles; Zungu, Nkululeko PraiseGod
    This study examines customer value, trust, psychological ownership, satisfaction, and brand love among customers of shopping malls. This study employed a quantitative research design. An online questionnaire was used to elicited data from 484 Ghanaian shopping mall customers in Accra, using convenient sampling. Seven hypotheses were developed and tested using structural equation modelling (SEM). The study finds that utilitarian and social values predict trust, while trust influences psychological ownership. Additionally, psychological ownership influences satisfaction and brand love, while satisfaction affects brand love. The study’s value rests in introducing relatively new constructs, such as psychological ownership and brand love to understand how customer value can be achieved, especially from a developing country’s context, where there is a paucity of such studies.
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    Shopping app features : their impact on customer satisfaction and loyalty
    (Informa UK Limited, 2022-07) Sinemus, Kathrin; Zielke, Stephan; Dobbelstein, Thomas
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    Patient satisfaction with foodservice in private hospitals in South Africa
    (2021-09-29) Saus, Chad; Sucheran, Reshma
    In private healthcare services, patient satisfaction is of special importance to service providers, and the quality of food can influence a patient‟s satisfaction with the total hospital experience. The quality of foodservice is strongly associated with patient satisfaction in hospitals, and most hospital foodservice organisations are changing their focus to patient care in order to boost patient satisfaction. Also, hospital foodservice standards are important in gaining the market share edge in a highly competitive healthcare industry. This study investigates the level of satisfaction with foodservice amongst patients in private hospitals in KwaZulu-Natal, South Africa. A quantitative research approach was used for the study, and the data was collected by means of a survey questionnaire that was targeted at patients admitted to various wards at three private hospitals in KwaZulu-Natal. A total of 275 patients completed the survey. Overall, the study concluded that patients were generally satisfied with the foodservice in the private hospitals, especially with the food equipment and the food serving staff. However, reduced levels of satisfaction was noted with cultural considerations in menu choices and meal serving times. The study offers several recommendations to improve the quality of foodservice in hospitals
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    Investigating internal service quality at Durban University of Technology Writing Centres
    (2017) Nhari, Sibongile Ruth; Nzimakwe, Thokozani Ian
    This 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.
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    Factors in postgraduate supervision that impact on the quality of research at a selected department at a university of technology
    (2014) Jones, Bronwyn; Korporaal, Charmaine Maria; Singh, Shalini
    Similar to a production line, the development of a dissertation is a process within a research dyad that is affected by many factors. On completion, the customer / student is either satisfied or dissatisfied with the outcome of the research process. However, errors in the dissertation detract from its quality and this may leave students dissatisfied with the overall outcome of the marking and review process. To improve the product, it is critical that factors contributing to the production of a quality dissertation are understood. The aim of this study was to determine which components of the SERVQUAL model (namely, Responsiveness, Assurance, Tangibles, Empathy and Reliability) contributed to a lower quality dissertation, thereby gaining an understanding of, and implementing factors which enable the production of a good quality dissertation which meets all stakeholders’ expectations. This was achieved through a prospective, mixed-methods study which analyzed the quality of 30 dissertations by means of a Checklist, denoting the quality of the dissertations. Thereafter, the 30 students and 30 supervisors involved in these dyads were asked to each complete separate questionnaires. The questions covered their respective demographics, research knowledge, expectations and perceptions of the research process. The data was then descriptively analysed and presented by way of tables to demonstrate the quality of the dissertation, and the characteristics of the students and the supervisors. The Chi-Squared statistics and Fisher’s Exact tests were then computed to determine relationships between these characteristics. It was revealed that significant differences between the students and the supervisors existed regarding: the length of time to completion of their Master’s; the roles of facilitators in the research process; student and supervisor role ambiguity; the reason for and need to complete research and specific knowledge of the research process. It was noted that a lack of communication resulted in a significant impact on reliability of the university service, moderate impact on assurance and responsiveness, with the least impact on empathy. In contrast, both the student and the supervisor perceived the tangibles provided by the university as satisfactory. Then, through the process of triangulation, it was shown that the relationship within the dyad lacked clear communication and common understanding of the research processes which was likely to result in a lower quality dissertation. It is, therefore, recommended that all students and supervisors that enter into a dyadic relationship need to find mechanisms (for example: learning contract, weekly meetings) to ensure a consistent and common understanding of the research process throughout its development to allow for the effective production of a good quality dissertation.