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Faculty of Management Sciences

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Subject: search.filters.subject.Expectations

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Now showing 1 - 4 of 4
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    Growth prospects of franchising under current business scenario
    (Regional Information Center for Science and Technology (RICeST), 2022-01-10) Muthukrishnan, K. Binith; Lourens, Melanie Elizabeth; Kumar, V. Ramesh; Naved, Mohd; Devesh, Sonal; Athawale, Shashikant V.
    The article aims to objectively examine the history of Franchising in Europe by focusing on ties between franchisors and franchisees. We also carried out a comprehensive study, interacted with numerous prospective European franchisors and franchisees, and have been in service since 2003. Our results suggest that Europe has a very difficult negotiating franchise agreement. Franchising, which promotes strengthening of mutual links between countries at this point in the history of world economic relations, penetrates virtually every field of economic activities, is thus one of the powerful instruments for the transition to the creative development of the States, thereby ensuring their sustainable development, franchising supports improving trade ties between countries at this point of their growth since, nowadays, this is one of the most efficient and democratic forms of transcending national economies, affecting almost all fields of economic operation. Because of this, it is essential for the research. Comprehensive research of the contradictions in perceptions and real commitments on all sides of the franchising arrangement helps one resolve misunderstandings and remove automated performance ambitions. This article aims to have real consequences for the growth of Franchising in Europe, which will boost the performance and reputation of franchise enterprises by offering a comparative review to a preliminary screening of subjective hypotheses about the advantages of franchising and to suggest incorporating additions and clarity to the partners.
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    Service quality’s role in students’ decisions to study at Further Education and Training Colleges
    (Kamla-Raj, 2017) Pillay, Magalingam Atheeshey; Mbambo, Sbongiseni Nelson; Mason, Roger Bruce
    The aim of this paper was to explore student expectations and perceptions about Further Education and Training colleges with specific reference to reasons for the students’ choice of college. A tota l of 301 respondents participated in a survey which used a questionnaire based upon the SERVQUAL instrument. All the service quality dimensions measured in the students’ survey contain negative mean gap scores, indicating a high level of dissatisfaction with the quality of service received. From these findings, the authorities at the FETs can better understand the gaps in their service quality dimensions and how to close them in their attempts to improve on service quality. The reliability dimension, which emerged as the most important service quality predictor, needs the most attention.
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    Young clients’ attitudes to service quality at retail banks in a developing country
    (Business Perspectives, 2017) Zungu, Nkululeko PraiseGod; Mason, Roger Bruce
    The 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.
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    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, Soobramoney
    Recent 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.