Submitted in partial fulfilment of the requirements for the Degree of Masters in Business Administration (MBA), Business Studies Unit, Durban University of Technology in the Faculty of Commerce, 2008 / The conditions for doing business are changing rapidly. In the last decade, the resin market has witnessed a substantial growth and rapid changes globally as well as domestically. Customer satisfaction is a critical issue in the success of any business system, hence, one of the key challenges of this market is how to satisfy and retain their customers. This issue is strongly related to how service quality is managed and which holds a significant importance to customers’ satisfaction and their perceived performance of companies. In order for companies to survive and grow, they must find new ways of thinking, which has led to doing marketing researches, especially those related to customer satisfaction. In this study, the SERVQUAL model was employed to establish the customers’ perceptions versus their expectations of service quality at Cray Valley Resins. Both primary and secondary data were used to inform this particular research. The research was quantitative in nature and conducted in the form of a self-administered survey. The type of study used was the cross-sectional analytical survey method. The summary of the findings reveals that the dimensions with the highest expectation were tangibles followed by responsiveness. Coincidently these two dimensions also had the largest gap scores. The overall mean gap score (-0.326) is relatively small. Thus, it can be concluded that although the customers hold a good opinion of the quality of the services provided, expectations of the services were higher.

Thesis (Ph.D.)--University of Tulsa, 1994. / Includes bibliographical references (leaves 100-118).

Thesis (Ph.D.)--University of Tulsa, 1994. / Includes bibliographical references (leaves 100-118).

Thesis (Ph. D.)--University of Hawaii at Manoa, 2005. / Includes bibliographical references (leaves 179-181).

Thesis (Ph. D.)--Illinois State University, 1989. / Title from title page screen, viewed October 26, 2005. Dissertation Committee: Ronald Laymon (chair), Richard L. Berg, Larry D. Kennedy, Mary Ann Lynn, Ronald J. Yates. Includes bibliographical references (leaves 222-225) and abstract. Also available in print.

Zugl.: Koblenz, Landau (Pfalz), Univ., Campus Landau (Pfalz), Diss.

No description available.

Thesis (MPhil)--Stellenbosch University, 2004. / ENGLISH ABSTRACT: A growing body of studies is developing approaches to evaluate human interaction with Web search engines. Measuring the information retrieval effectiveness of World Wide Web search engines is costly because of the human relevance judgements involved. However, both for business enterprises and people it is important to know the most effective Web search engine, since such search engines help their users find a higher number of relevant Web pages with less effort. Furthermore, this information can be used for several practical purposes. This study does not attempt to describe all the currently available search engines, but provides a comparison of some, which are deemed to be among the most useful. It concentrates on search engines and their characteristics only. The goal is to help a new user get the most useful "hits" when using the various tools. / AFRIKAANSE OPSOMMING: Al hoe meer studies word gedoen om benaderings te ontwikkel vir die evaluasie van menslike interaksie met Web-soekenjins. Om te meet hoe effektief 'n soekenjin inligting op die Wêreldwye Web kan opspoor, is duur vanweë die mens se relevansiebeoordeling wat daarby betrokke is. Dit is egter belangrik dat die bestuurders van sake-ondememings en ander mense sal weet watter die mees doeltreffende soekenjins is, aangesien sulke soekenjins hulle gebruikers help om 'n hoër aantal relevante Webblaaie met minder inspanning te vind. Hierdie inligting kan ook gebruik word om 'n paar praktiese doelwitte te verwesenlik. Daar word nie gepoog om al die soekenjins wat tans beskikbaar is, te beskryf nie, maar sommige van die soekenjins wat as die nuttigste beskou word, word vergelyk. Daar word alleenlik op soekenjins en hulle kenmerke gekonsentreer. Die doel is om die nuwe gebruiker te help om die nuttigste inligting te verkry deur gebruik te maak van verskeie hulpmiddels.

The oral route of drug administration is convenient since it is acceptable to most patients and the manufacturing processes used to produce tablets and capsules are relatively simple when compared to those used to manufacture other types of dosage forms. Metronidazole (MTZ) and Ranitidine (RTD) have been used in combination, as part of triple therapy for the treatment of ulcers. However the use of large numbers of tablets and long duration of therapy makes adherence to drug treatment challenging for patients. Therefore the formulation of a fixed dose combination (FDC) of MTZ and RTD may improve patient adherence to therapy and consequently may reduce morbidity and mortality due to ulcers. A stability indicating HPLC method for the simultaneous analysis of MTZ and RTD was developed and validated according to the International Conference on Harmonization (ICH) guidelines. The method was sensitive, selective, precise, accurate and linear.Preformulation studies were performed on the active pharmaceutical ingredients (API) alone and in combination with potential excipients. Differential scanning calorimetry (DSC) studies revealed a potential interaction between MTZ and RTD, however the interaction was not apparent following IR analysis of the same samples. DSC analyses of the API in combination with potential excipients revealed that the compounds were compatible with most materials with the exception of a binary mixture of RTD and Dibasic calcium phosphate (DCP) that exhibited a potential interaction. Thermal gravimetric analysis (TGA) of MTZ and RTD revealed that both compounds exhibited thermal stability. The Carrs Index (CI) and Hausner Ratio (HR) values of MTZ and RTD indicated that both compounds exhibited poor flow and compressibility properties, whereas the CI and HR values for (Microcrystalline cellulose) MCC and DCP indicated better flowability and compressibility characteristics.Direct compression and wet granulation processes were assessed to identify a suitable method of manufacture of FDC tablets of MTZ and RTD. The blends were evaluated using bulk and tapped density and the resultant tablets were evaluated for weight uniformity, crushing strength, tensile strength and disintegration time. The wet granulation method of manufacture produced tablets that showed acceptable pharmacotechnical properties: this approach was therefore used as the method of manufacture of FDC tablets of MTZ and RTD. Tablet formulations comprised of API, viz. MTZ and RTD and different compositions of MCC, DCP, Sodium starch glycolate (SSG) and Croscarmellose sodium (CCS), were manufactured in order to screen for an appropriate diluent and disintegrant composition for use in response surface studies. Assays of tablet content and in vitro drug release were undertaken using the validated HPLC method. Tablets in which MCC and CCS were used appeared to produce better assay and dissolution results as compared to those manufactured using DCP and SSG. Consequently a formulation comprised of MCC and CCS was selected and used in studies in which the effect(s) of level two formulation and composition changes as described in the Scale and Post Approval Changes for Immediate Release (SUPAC-IR) Guidelines on tablet disintegration and in vitro release were assessed. A Box-Behnken statistical design was used for the investigation of the effect of input factors, viz. CCS, (Polyvinyl pyrollidone K30) PVP-K30 and magnesium stearate on measured responses, viz. disintegration time and percent drug release in 10 minutes (Q10). CCS appeared to have an inverse linear relationship on disintegration time and a linear relationship with the Q10 for MTZ and RTD, whereas PVP-K30 and magnesium stearate appeared to have an antagonistic effect on the measured responses. Furthermore CCS and magnesium stearate exhibited an interaction that had an agonistic effect on the Q10 value for RTD. A numerical optimization approach was used to predict a formulation composition that would produce tablets that exhibited a disintegration time and Q10 values for MTZ and RTD that fell within the constraints set in our laboratory. The resultant model was found to be accurate and had a percent prediction error of < 5% for all measured response variables.FDC tablets of MTZ and RTD have been successfully produced. The disintegration of the tablet and dissolution of the API were within compendial specifications and the tablets are of suitable quality and have the potential to be further investigated to reduce the pill burden in the treatment of ulcers.

This study examined the quality of English language programmes at Libyan universities and in particular at Tripoli University, in order to identify the factors that have contributed to the decline in standards of students studying English at degree level. The motivation behind selecting this topic area is that English language programme at Tripoli University is dated and not fit for purpose. Thus English programmes are in need of major changes to improve students’ language skills. There is a broad literature on the need for research on language programme evaluation across many parts of the world. Many educational systems and teaching institutions undertake periodic evaluation of their programmes. Many key authors agree on the importance of evaluation and argue that evaluation is more than just the collection of information and data, it involves making judgements about the worth, merit or value of a programme. Programme evaluation is also a form of validation process to find out if the assessed programme is fit for purpose and meets the students’ needs and expectations. This study adopted a mixed methods approach as relying on one single research approach and strategy would reduce the effectiveness of this study. The rationale for adopting a quantitative and qualitative research approach is related to the purpose of the study, the nature of the problem and research questions. Thus quantitative data were collected through questionnaires involving (300) students at Tripoli University (Libya) and was analysed using SPSS. This was supported by qualitative data using semi-structured interviews involving eight lecturers at Tripoli University using content analysis. The findings revealed that most of the students recognise the need for radical changes to revamp the language programme to address the decline of English language skills. Students are aware of their inadequate English standards, as the findings showed that a majority of students had positive attitudes and were highly motivated to learn the English language. The conclusions indicated that the English language programme has major shortcomings that need to be addressed such as resources, teaching and learning facilities, training workshops for staff development and insufficient library resources. The results also clarified that the English language programme needs to be evaluated on a regular basis in order to assess its effectiveness in order to enhance the quality of education. The study makes suggestions that will have implications for improvement and development for the English language programme. A framework is proposed to reform and revamp the English language programme. This study contributes to raise awareness regarding the importance of evaluating English language programmes, to allow decision-makers to take necessary steps to promote the English language. This study also makes a theoretical contribution by expanding the literature on the research topic which is Quality assessment English language programmes at Libyan Universities. It also raises awareness about the root causes of the decline of English language standards.