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Faculty of Management Sciences

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Subject: search.filters.subject.Service Quality

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    Perceptions of service provided by South African police service community service centres
    (Informa UK Limited, 2019-07-25) Mason, Roger Bruce; Ngobese, Ndabazinhle; Maharaj, Mandusha
    This study investigated citizens’ perceptions of the service experienced when visiting Community Service Centres (CSC) of the South African Police Service (previously known as ‘police stations’ or ‘charge offices’). The study focuses on factors leading up to the visit and to the service experience as perceived by the visitors, and whether these perceptions differed according to various demographic factors. A survey of 400 respondents at three CSCs measured how and why the CSC was visited, overall satisfaction and respondents’ perceptions of the visit experience (measured via the service quality dimensions). The results indicate that overall satisfaction does not differ significantly according to demo-graphics, but that there are some differences in the lead-up factors and the experience according to education and income. Actions needed to improve the visit experience for citizens include customer service train-ing, regular assessment and monitoring of clients’ experiences, as well as CSC employees’ behaviour.
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    The effect of service delivery in public ‘community service centres’: A case of an emerging economy
    (Virtus Interpress, 2017) Ngobese, Ndabazinhle; Mason, Roger Bruce; Maharaj, Mandusha
    This study investigated public perceptions of the service delivery provided by the Community Service Centres (CSC) of the South African Police Service (SAPS) Durban, South Africa. The study focuses on measuring service quality and service delivery. SERVQUAL was used to compare clients’ perceptions against expectations of service quality. Four hundred respondents were surveyed at three community service centres (previously known as ‘police stations’), with expectations and perceptions being assessed via the dimensions of tangibility, reliability, responsiveness, assurance and empathy. The results indicate that in all five dimensions there is a significant negative quality gap, implying that the quality of service received is below what is expected by clients. Improvements are required in all five dimensions if service delivery is to be improved. Actions needed to improve service quality include regular assessment and monitoring of clients’ experiences, as well as employees’ behaviour.
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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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    The service quality experience of International students: the case of a selected higher education institution in South Africa
    (MCSER Publishing, 2014-05) Veerasamy, Dayaneethie; Noel, Dion Trevor; Govender, Jeevarathnam Parthasarathy
    The university, which forms the basis for this paper, has seen significant growth in the number of international student enrolments. It is against this background that international students’ expectations and perceptions of service quality are assessed. A census was conducted among this group of students which comprised 215 respondents using the SERVQUAL instrument. The results indicate a high degree of internal consistency among the five dimensions of service quality in terms of both expectations and perceptions. It emerged that there were varying gaps in the twenty items that were measured, with the empathy dimension exhibiting the largest gap score. Recommendations are made on how the university can improve on service quality levels among its international students.