Faculty of Management Sciences
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Item Service quality at Durban University of Technology, Centre for Social Entrepreneurship Rapid Incubator(2023-06) Nyamurima, Solomon; Ramchander, ManduthBusiness incubators have emerged as crucial mechanisms for fostering entrepreneurship and propelling global economic growth. These programmes provide aspiring entrepreneurs with essential resources, mentoring, and support services in order to facilitate the creation and launch of successful businesses. As a consequence, business incubators have become essential components of government agencies, particularly those with a primary focus on entrepreneurship. The study aims to assess the quality of service provided by the Durban University of Technology Centre for Social Entrepreneurship Rapid Incubator (DUT CSERI). The SERVQUAL questionnaire was used to assess the expectations and perceptions of SMMEs in relation to five quality dimensions. Non-probability sampling and convenience sampling were utilised to select 330 SMMEs affiliated with the DUT CSERI. Inferential and descriptive statistical analyses were utilised to assess the quality provided by the DUT CSERI. This study revealed that the DUT CSERI provides SMMEs with exceptional service quality. This is evidenced by the fact that SMME’s perceptions of service quality exceeded their expectations. However, there is room for continuous improvement, as five out of twenty-two service quality gaps were successfully identified. It is recommended that CSERI improve its tangibility and reliability service quality dimensionsItem Service quality of the Sports Department at the Durban University of Technology(2023-04) Pather, Indresain Rama; Penceliah, Soobramoney; Madonda, E.Service quality is a vital concept for managers in the sports industry. The key to ensuring its survival is to listen to and design services according to its users' requirements. On the other hand, detecting weaknesses establishes the necessary remedial actions, thus starting the path to continuous improvement within the organisation. Implementing and maintaining high levels of sports service quality will enable the University of Technology’s sports department to attract the best athletes to join its sports clubs. This may enhance the profile and increase the competitiveness of the university’s sports clubs. Hence, the service quality levels of the various sports codes offered at the University of Technology must be able to satisfy sports club members’ desired needs. The aim of this study was to assess the service quality and customer satisfaction of sports club members at the Durban University of Technology Sports Department. This study was a cross-sectional and descriptive study that employed a quantitative research methodology. The SERVQUAL questionnaire was used to assess customers’ expectations and actual experiences of customer satisfaction, measuring expectations and perceptions according to five quality dimensions. These quality dimensions include tangibles, reliability, responsiveness, assurance, and empathy. A census survey method was used to collect data from 322 respondents, out of a total population of 1200 sports club members. The Statistical Package for the Social Sciences (SPSS) Version 2.5 was used to analyse data with descriptive and inferential statistical techniques. The study showed that customers’ expectations exceeded their actual experiences in all the service quality dimensions used in the SERVQUAL questionnaire. Tangibles had the largest gap of 0.10. The dimensions of assurance and empathy had the smallest gaps of 0.01 each. This study, therefore, indicated that the dimension of tangibles required more interventions. In the university sports department, tangibles include sports equipment, physical facilities, and staff appearance. Modern-looking sports facilities are imperative for effective and successfully administered sporting programmes. In conjunction with this, high-quality and technologically up-to-date sports equipment also enhances sports participation and improves the quality of service. This study, therefore, recommended that to attract elite sportspersons to the university and enhance the image of university sport, it is imperative that the university sports department invest in upgrading sports facilities that are both aesthetically pleasing and satisfy the demands of high performance sports programmes. An engagement with university management, corporate affairs, and the finance department was recommended to brainstorm the proposal for sports facility upgrades. The upgrade of sports facilities also potentially serves as an avenue for third-stream income for the sports department by hiring out high-quality facilities to local and national sports federations. The recommendations discussed in this study suggested some of the possible measures that could be taken by the management of the university sports department to improve customer satisfaction levels. Providing superior service quality that leads to customer satisfaction can give the university sports department a competitive advantage. It was envisaged that this study may have a positive impact on the delivery of good service quality, which in turn will assist the management of the DUT Sports Department to achieve superior customer satisfaction.Item Consumer perspective of financial technology and digital personal banking in South Africa : a literature review(Sprint Investify, 2023-10-16) Ramsundra, Avikar; Mason, Roger BruceFinancial technology advancements have made personal banking simpler, allowing a range of services to be accessed anytime and anywhere via various digital methods However, the extent of digital financial technology's impact on consumer perception and adoption of digital personal banking in developing economies remains unclear. The purpose of this study therefore is to review literature on the issues that could influence the perception and use of digital personal banking by consumers. Data was drawn from 116 documents of academic and ‘grey’ literature according to the PRISMA protocol, and analysed by detailed reading, narrative summarising and then deconstructing and reconstructing the contents into the key issues influencing the adoption and use of digital personal banking. First an overview of digital banking in general, and then in South Africa, is provided. Then the different issues, or constructs, that could be drivers of preference for digital personal banking by South African consumers, as identified from the literature, are presented, namely Convenience, Practical quality, Branch service quality, Online service quality, Usability, Safety and Risk. These findings can form the basis of further in-depth research into the adoption and use of digital personal banking and can also assist banking executives to adapt their operational and marketing activities to influence consumers to further adopt digital banking.Item The influence of service quality on customer satisfaction at a selected food retailer in Durban(2020) Simelane, Bhekiwe Nontokozo; Govender, Jeevarathnam ParthasarathyIn 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.Item Service quality at selected fashion retail stores in the Greater Durban Area(2020-09) Magoso, Ntombikayise Princess; Pillay, Magalingam Atheeshey; Veerasamy, DayaneethieThe interest of service quality in the fashion industry has grown over the last decade due to increasing competition, new fashion trends and new designs. This has led managers to finding ways of improving profitability. One area of interest is service quality and how it affects customer satisfaction and its impact on the bottom line, which is why ascertaining service quality at selected fashion retail stores in the Greater Durban Area is significant. The purpose of this study is to examine the expectations and perceptions of customers in the selected fashion retail stores in the Greater Durban Area. The focus of the study is based on the measurement of the service quality dimensions and the effect of service quality on customer satisfaction in order to generate quality models of the Selected Fashion Retail Stores. This study focuses on the determination of customers’ expectations and perceptions of service quality in the SFRS in the Greater Durban Area. The main objective is to ascertain the level of service quality in the selected retail fashion stores in the Greater Durban Area. The study was descriptive, quantitative and cross-sectional in nature, probing the effect of service quality on customers’ satisfaction. From the findings of this study, the fashion retail stores can identify specific failures in their service quality and seek to improve them. Service quality dimensions that appear to be good predictors of service quality for customers of the SFRS offering have been related to factors such as the “Tangibility”, Reliability”, “Responsiveness”, “Assurance” and “Empathy”. It is hoped that the results obtained from this study will aid these fashion stores in adopting practical customer service quality measures that will assist them to succeed in the highly competitive fashion industry.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 Service quality of administrative staff for student satisfaction a KZN University of Technology(2021) Naidu, Lutchmee; Bayat, M. S.Customer satisfaction and service quality are essential concepts that industries and higher education institutions must consider to sustain a competitive edge. Berry, Zeithaml and Parasuraman (1985: 44) aptly cited, “Quality is essential when service is what is being sold”. Assessing the needs and wants and knowing how to measure these from a consumer/student’s point of view is just as important. Considering service quality may be an antecedent to student satisfaction, if the University is successful in attaining a high level of service quality, this can ultimately lead to satisfied students, the profitability of an institution, loyalty and retention. Globally, students’ satisfaction and overall experience within an institution is a highly debated and complex topic in literature, with diverse views presented by various authors on student satisfaction within higher education. Student support services, a division within higher education institutions, provide students with essential administrative support. Therefore, the primary objective of this empirical study is to assess the level of service quality by examining the gap between expectations and perceptions of support staff by gathering data from B-Tech full-time and part-time students registered at a University of technology in South Africa. The results of this study can provide management with reliable data, which can assist in placing intervention mechanisms to monitor, maintain and improve service quality. This study adopted the quantitative data collection method and utilised an adapted SERVQUAL questionnaire designed and distributed to respondents selected using a purposive sampling technique. The SERVQUAL survey instrument was used to measure the gap between students’ expectations of service quality and their perceptions of the actual services delivered by the support staff. Overall, the analysis of the data gathered found that the service quality perceived by students was dissatisfactory, meaning that students’ expectations exceeded their perceptions. The findings indicated that service quality performance dimensions (RATER) are significantly and positively integrated with overall student satisfaction. This study also provides results that the University can benchmark to prevent potential problems and improve results. It can also assist other higher education institutions on the corrective measures central to a University's significant growth. Identifying the gaps in the services offered by support staff can improve service quality delivery and result in a high level of student satisfaction while gaining the University a competitive edge.Item Young clients’ attitudes to service quality at retail banks in a developing country(Business Perspectives, 2017) Zungu, Nkululeko PraiseGod; Mason, Roger BruceThe aim of this paper is to investigate service quality as perceived by younger customers of retail banks in a developing country. The objectives include identifying customers’ levels of satisfaction and loyalty to their banks and to identify the levels of service quality associated with such satisfaction and loyalty. The instrument used to collect data via a survey of retail bank customers was an adaptation of the SERVQUAL ques-tionnaire. A total of 448 students were surveyed, using a mix of systematic and quota sampling, with data being col-lected on university campuses. Data were analyzed using descriptive statistical techniques. The main conclusions were that most young customers are reasonably satisfied with, and loyal to, their banks. There was little difference, on all the service quality constructs, between the different banks, and between expectations and perceptions of service quality. However, there was no evidence of any bank providing a service that delighted their customers or ex-ceeded their expectations and so all banks are at risk from a competitor who adopts strategies to meet these goals. The study has contributed to knowledge by focusing on attitudes to service quality of young bank customers in a de-veloping country, an aspect that has been under-researched.Item Assessing customer service quality in banking by an alternative service provider: An African perpective(HOEHERE BUNDESLEHRANSTALT UND BUNDESAMT FUER WEIN- UND OBSTBAU, 2015-09) Govender, Jeevarathnam Parthasarathy; Msosa, Steven KayambazinthuAchieving service quality has been the goal of many organisations over the past decade. ln recent times, the postal business across the world has experienced a sharp decline in the volume of mail due to more efficient alternative channels of communication. The dwindling volumes of mail have made it necessary for public postal operators to diversify into financial services as one way of generating more revenue. However, the influx of many players into the financial service industry has raised the standard of service quality as a tool for business growth and sustainability and as a result, there is no room for mediocre perfom1ance. This paper examines customer perceptions of service quality in the Malawian public postal service. A survey comprising a sample of 400 financial services customers was conducted using the SERVPERF model as the measuring instrument. The results show that customer perceptions of the service quality dimensions are satisfactory. There were significant differences between education level and the perceptions of tangibles and reliability and between region and the perception of tangibles. There were no significant differences between gender, age and occupation and the perception of empathy, tangibles, assurance, reliability and responsiveness. Recommendations are proposed on how the public postal operator can improve service quality among its financial services customers. This study can prove useful as a basis for comparison of customer service quality by altemative providers of banking services in other under-developed countries.Item Customers’ expectations and perceptions of service quality : the case of a retail pharmacy chain in South Africa(Mediterranean Centre of Social and Educational Research, 2014) Adat, Nafisa; Noel, Dion Trevor; Penceliah, SoobramoneyRecent legislative changes have permitted rapid expansion of pharmacy chains in South Africa. The early effect of this appears to be lowered prices and greater competition amongst pharmacy chains. Whilst research has been conducted on general aspects of customer service quality in various industries, there appears to be few studies on customer satisfaction within the South African retail pharmaceutical sector in particular. This paper therefore seeks to assess customer satisfaction at a selected pharmacy chain within the greater Durban area. A study was conducted among 400 customers, using the SERVQUAL model as the measuring instrument. The results indicate that there are gaps between customers’ expectations and perceptions on the five service quality dimensions. The chi square test was performed to determine significant differences between four biographical variables viz. gender, age, educational level of respondents and frequency of shopping versus the five dimensions of service quality, on both expectations and perceptions. Recommendations are presented on how the pharmacy chain can enhance service quality in order to offer superior customer service in the face of growing competition.