Faculty of Management Sciences

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Consumers rights and challenges of the socio-economically disadvantaged and the implications of the Consumer Protection Act 68 of 2008
(2023-04) Tentu, Lindeka; Reddy, Karunanidhi
South Africa is a country that is classified as having high levels of poverty and illiteracy. This is evident particularly in the consumer market, which consists of both the ordinary consumers, who are generally literate, and vulnerable consumers, who mostly have low levels of literacy or are illiterate and come from disadvantaged communities. Such vulnerable consumers face challenges when transacting with suppliers. The need to develop common law principles or any other consumer protection legislation, to protect, not only average consumers, but also vulnerable consumers, was of particular concern. Hence, the Consumer Protection Act (CPA) 68 of 2008 was promulgated, with the aims of promoting a fair, accessible and sustainable marketplace for consumer products and services and to establish national norms and standards relating to consumer protection. However, experience has shown that, since its implementation some of the promises in the Act have not become a reality for many consumers, especially those who face socio-economic disadvantages. Such consumers include those with low income, low levels of education, and those who are illiterate. This study aims to investigate the consumer challenges and rights of the socioeconomically disadvantaged persons as vulnerable consumers, as well as the role of the CPA in protecting them and addressing such consumer challenges. A quantitative research design was adopted together with probability sampling. A questionnaire was the primary tool used to gather data from consumers that reside at Bhekulwandle, a township in the Illovo area, in KwaZulu Natal province. The findings from the study revealed that, even though consumers are afforded legislative protection in the consumer market, the effectiveness of such legislation has some gaps when viewed from the vulnerable consumer perspective. Consumers facing socio-economic disadvantage are still faced with challenges when it comes to understanding commercial contracts, primarily due to the language used in standard form contracts and their ignorance as to the processes to follow when their rights have been infringed, and their rights as consumers. The government, suppliers and consumer bodies have an onerous responsibility in ensuring that all consumers, especially those from a disadvantaged background, are equally protected in the consumer market. This can be achieved by ensuring that existing legislation is enforced and business should be compelled to comply and give particular recognition to the vulnerable consumers.
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 Innocent
Customer 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.
Service quality at Rietvlei hospital
(2021) Gcabashe, Skhumbuzo; Matsiliza, Noluthando S.
The motive of this investigation is to evaluate the application of SERVQUAL at Rietvlei Hospital, with the intention to improve standards of service provision at Rietvlei Hospital. The health sector in South African is faced with major challenges that are associated with restructuring with the intent of addressing inadequacies which are a result of the fragmentation of healthcare services inherited from the apartheid era in South Africa. The legacy of apartheid government in South Africa and fragmentation of healthcare systems have resulted to the provision of poor public healthcare services to society. The most disadvantaged and vulnerable groups of people living in rural areas are still facing challenges in accessing quality healthcare service delivery from public healthcare facilities. Health services post-apartheid in South Africa are plagued by gaps in providing healthcare services to the society. These gaps are created by the discrepancy between customer expectation and management perceptions about customer expectations. The management they do not understand how these customer expectations emanated from. Sometimes management is unable to set targets to meet the customer perceptions and ensure that those targets are achieved, in order to meet the customer expectations. South Africa national core standards were designed in order to enhance service delivery provided by public and private health sectors. These protocols exist to reinstate staff confidence and patient in South African about healthcare service delivery and healthcare system. This research project aim to determine patient responses about their satisfaction levels regarding health care services they received from South African hospitals especially in rural areas. The study also set out to establish how health sector can realise the provision of quality service delivery and quality healthcare services to the society, as enshrined in South African Constitution Act 108 of 1996. This study used qualitative research paradigm where data was collected using a mixed-methodology, using mainly questionnaires and interviews. The survey revealed that beneficiaries of the service provided by Rietvlei Hospital were dissatisfied about service standards at Rietvlei Hospital. It was found that there is a gap regarding management responsiveness, quality of services and communication between the management and the clients. Data revealed that issues such as an old infrastructure, a lack of management skills and financial management skills, as well as shortage of resources are among the main contributing factors which negatively affect the public healthcare system in South Africa. There is less compliance o the White paper on the NHI which outlines directives in the promotion of the provision of affordable healthcare services to all citizens. It was recommended that public healthcare institutions must implement SERVQUAL model to ensure the satisfaction of ever-changing customer desires are met. Today SERVQUAL has become more significant to developing countries as a Model that can be adopted as a ensure that organisations which provide similar services, product, compete to enhance customer satisfactions. This study recommends that the government must ensure that there is improvement in resource allocation to public healthcare institutions, to ensure that public institutions provide quality service delivery and quality healthcare services to customers. The National Health Department must ensure that all public institutions implement the National Core Standards (NCS), Batho Pele principles must be known as well by staff to ensure patients‘ right and to enhance service delivery and healthcare services provided to customers. If the South African National Department of Health can ensure the execution of these strategies combat the patients‘ negative perception about service delivery and healthcare services provided by public health institutions. These will also ensure patients‘ satisfaction and patients‘ retention to public healthcare institutions.
Service failure and service recovery strategies in the context of higher education : a provincial perspective in South Africa
(2019) Msosa, Steven Kayambazinthu; Govender, Jeevarathnam Parthasarathy
In recent times, service failure and service recovery have gained the attention of marketing practitioners and scholars because of their significance to the marketing philosophy. However, the focus has been in sectors that have low exit barriers or switching costs for customers and little attention has been paid to sectors with high switching costs, specifically, the higher education sector. The current study seeks to address this gap in the literature. The overall aim of this study is to explore student perception of service failure and service recovery strategies in higher education. A quantitative research approach was adopted and data were collected by means of a modified service recovery self-administered questionnaire. This research encompasses a quantitative, descriptive and cross-sectional study. A purposive sampling technique was adopted to select 430 full-time registered students across three public universities viz. University of KwaZulu Natal (UKZN), Durban University of Technology (DUT) and University of Zululand (UNIZULU). Data were analysed using the Statistical Package for the Social Sciences (SPSS) 24.0 and Smart Partial Least Square (PLS). Customer perception of service recovery strategies was assessed and the results show that students were satisfied with an explanation and dissatisfied with the speed, empowerment, compensation and apology of the service recovery process. Similarly, student perception of distributive and interactional justice was satisfactory, whereas the majority of the students expressed dissatisfaction with procedural justice. Furthermore, relationships between several variables were evaluated and significant findings that emerged from the correlation analysis were corroborated by previous studies. The study recommended to the management of higher education institutions to offer training to customer-facing employees to enhance their problem- solving, listening, customer service and communication skills. The results also suggest that students prefer interactional justice to achieve recovery satisfaction rather than distributive justice. The practical implication is that managers of institutions should prioritise the use of apology and explanation to foster recovery satisfaction. The study further provides a service recovery model (SERVREC) as a tool for marketing practitioners and institutional managers to address service failure. Future research should be commissioned across many public universities in other provinces or nationally using a large sample size and a longitudinal study.
The perceptions of mature aged dental assisting students on the quality of support services offered : a higher education case study
(2019) Pillay, Kerusha; Pillay, Thirumurthie Shunmugham; Rawjee, Veena P.
In the new democratic South Africa, access into higher education institutions for a diverse range of students is a national imperative. As a result, educational institutions have implemented new policies, regulations and practices, which allow for alternate access into institutions. This study, was based at the Durban University of Technology (DUT) and investigated the perceptions and experiences of mature age students with regard to the quality of support services offered. Mature age students are a growing population who experience unique desires and challenges in higher education institutions. While studies around higher education institutions currently focus on traditional students and their experiences, it is important to gain a deeper understanding of the experiences and needs of mature learners in order to develop the literature in this important area. Having qualified as a dental assistant and now working in the Dental Sciences department, I find myself attending to a variety of requests from the mature age dental assistants. This motivated me to investigate the quality of support services offered to mature age part-time dental assistants. The main objectives of this study are to determine which support services are currently being offered, how students feel about the quality of service delivery and what the university is doing to address any gaps found within the service delivery units. The researcher will undertake an in-depth qualitative study, using a descriptive case study approach. The aim of this study is to interpret the perceptions of mature age dental assisting part-time students with regard to the quality of support offered to them at the Durban University of Technology. The researcher will undertake an in-depth, qualitative case study involving 30 mature-age dental assisting part-time students in order to obtain their perceptions of the quality of support services offered to them. This study provides a ‘snapshot’ of the current provision of service quality at the Durban University of Technology. It also offers suggestions that could be implemented to improve service quality, given the limited resources available to management. Due to the dynamic nature of service quality, it is essential to conduct further research to build on this study in order to ensure that the university remains competitive in the increasingly turbulent environment of higher education. This study will assist in developing a comprehensive recommendation to the programme of Dental Assisting, so as to retain and support mature age students who enter university via recognition of prior learning (RPL).
Consumer protection and service delivery by the retail industry in the greater Durban area : the legal implications of the Consumer Protection Act 68 of 2008
(2017) Govender, Vasantha; Govender, Jeevarathnam Parthasarathy; Pillay, M.A.
As a result of weaker bargaining power, consumers are often exploited or treated unfairly in the business arena. Whilst consumer abuse is a global problem, South African consumers are more vulnerable due to various socio-economic conditions that affect their ability to negotiate equally in the marketplace. Factors such as poverty and illiteracy contribute to consumer abuse and is perpetuated by the discrimination which was inherent in the apartheid era. Accordingly, the Consumer Protection Act, 2008 (CPA) was promulgated to promote the respect for consumer rights, create awareness, enhance consumer protection and eliminate unfair and dishonest business practices which were prevalent at the time. This study aims to investigate the implications of consumer rights for service delivery within the retail sector. The main objective of this research was to explore the levels of awareness of consumer rights and to identify consumers’ expectations and perceptions of service delivery in relation to the CPA. The research design was quantitative in nature. A questionnaire was designed to assess the levels of awareness of rights and consumers’ expectations and perceptions of the service delivered by retailers, in relation to the service quality dimensions. Using convenience sampling, data was obtained from 337 respondents in the greater Durban area. Data was analysed using SPSS version 24.0 and interpreted using descriptive and inferential statistics. The findings of the gap analysis revealed that the respondents’ perceptions of service quality was consistently lower than their expectations, in respect of several dimensions of service quality. These negative gaps indicate that the level of the delivered service had fallen below the respondents’ expectations of service quality amongst retailers. This implies that respondents’ were dissatisfied with business compliance with provisions of the CPA. Businesses are hence encouraged to take steps to ensure legal compliance, thereby enhancing customer satisfaction and attaining higher levels of service excellence.
Service quality at selected health and fitness centres in townships in the greater Durban area
(2017) Ngceba, Asiphe; Penceliah, Soobramoney
The increasing interest in people’s wellbeing has seen the growth of health and fitness centres (HFC) all across South Africa. It has been a decade since Virgin Active and Planet Fitness expanded their business into townships, with this endeavour resulting in the opening of HFC in Khayelitsha and Soweto. The motivation behind this study is therefore to examine the effect of service quality on customer satisfaction in the HFC industry in Ntuzuma, Umlazi, Kwa-Mashu, Clermont, and Phoenix, all townships in the greater Durban Area. Thus, the main purpose of this research is to ascertain service quality at selected HFC in townships within the greater Durban area. Interest in service quality has grown over the last decade due to increasing competition, which 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 HFC in the greater Durban area’s townships is significant. The study was descriptive, quantitative and cross-sectional in nature, probing the effect of service quality on clients’ customer satisfaction. From these findings the Health and Fitness Centres can identify more specifically the failures in its service quality and seek to improve upon them. Service quality dimensions that are deemed to be good predictors of service quality for members of the HFCs offering have been related to factors such as the “Tangibility”, Reliability”, “Responsiveness”, “Assurance” and “Empathy. It is hoped that the results obtained will aid to support these centres in adopting practical customer service quality measures that will assist them to succeed in the highly competitive health and fitness industry.
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.
The effectiveness of the ISO 9001:2000 quality management standard on performance and customer satisfaction at a selected organisation
(2010) Moodaliyar, Rajendran; Jinabhai, Dinesh C.; Singh, Shalini
Over the years, organisations have been criticised for implementing the ISO 9000 Quality Management Standards purely as a marketing strategy without any commitment to improving quality and customer satisfaction. This study aimed to investigate the effectiveness of the ISO 9001:2000 quality management standard on performance and customer satisfaction. The objectives of the study included determining the level of effectiveness of the ISO 9001:2000 quality management with respect to enhanced leadership, continuous improvement and customer satisfaction; ascertaining the extent to which ISO 9004 and other business improvement approaches that were used to improve the performance of the organisation and determining the level of customer complaints before and after ISO 9001:2000 certification. This research investigation involved the case study approach which utilised both the qualitative and quantitative methodologies. The latter involved the analysis of the organisation’s production and customer complaints data pre- and post ISO 9001:2000 certification as well as the responses to the closed-ended questions in the questionnaire, while the former entailed an analysis of the responses to the open-ended questions in the questionnaire and a search of the literature to corroborate the findings of this study. Thirty-one of the fiftytwo employees of the organisation completed and returned the questionnaire that was administered. This represented a 60% response rate. The responses to the questionnaire were influenced by the employees’ level of training, knowledge and experience of the ISO 9001 quality management standard. Thus, the results cannot be generalised to other ISO 9001 certified organisations. The pre- and post study revealed that the level of customer complaints decreased following ISO 9001:2000 certification. Analysis of the responses to the questionnaire indicated that the ISO 9001:2000 quality management standard was, in most instances, perceived to be effective in ensuring customer satisfaction, leadership and continuous improvement. For future research, it is recommended that researchers investigate the impact of continuous improvement teams and the introduction of appropriate business improvement approaches on organisational performance and customer satisfaction in ISO 9001 certified organisations.

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