Housing is one of the cornerstones of rebuilding our social structures and creating wealth in the economy of South Africa. The lack of access to finance in the low-income market has been viewed as a stumbling block in the delivery of affordable housing. Several policies have been introduced in the past to meet the promise that the government made in the White Paper on Housing Policy and Strategy in 1994, where they promised to successfully eradicate the housing challenge by increasing the delivery of houses; none of the results inspire confidence. The purpose of this exploratory research was to analyse the impact of the Financial Sector Charter in the creation of housing stock for the low-income market. The researcher interviewed seven passionate, experienced experts in low-income housing, using in-depth face-to-face interviews. These interviewees were secured using a snowball sampling technique. The key findings from the study revealed that there has been an improvement in the access to finance within the low-income market. Banks have moved a step further from the traditional approach by coming up with innovative products. Although this is encouraging, there are a number of inhibiting factors that negatively impact the delivery of housing; these include the flawed legislative procedures in rezoning of land, the process for township establishment and inefficiencies that exist within government housing structures. New policies can continue to be introduced, but if these inhibiting factors are not addressed the results will remain disappointing. / Dissertation (MBA)--University of Pretoria, 2010. / Gordon Institute of Business Science (GIBS) / unrestricted

The thesis concerns quality of service in the context of business advisory services. The economic rationale for improving any quality standard is based on the theory that by creating customer satisfaction and a perception of service quality, an organisation can retain its existing customers and attract new business, thus improving market share. This argument is based on the assumption that by improving the quality of the service delivered to customers, product offerings can be differentiated in such a way as to improve customer value. This is a customer defined approach to quality and assumes that the provider has understood and responded to customer requirements. In order to achieve this it is necessary to understand the particular situational characteristics of this market and the criteria customers use to assess the service they receive. In order to investigate service quality in business advisory services, the public relations industry in Scotland is considered as a specific case. Public relations is a business advisory service concerned with the management of image or reputation. However it is not a homogeneous product and is made up of a number of specific functions that equate to two main product variants. Based on these product variants, the research identifies three main purchaser groups in Scotland. However, although outcome expectations are consistent across purchaser groups, there are different expectations of the process of delivering the service according to the product variant purchased. The research concludes that when purchasers are buying a task level service their perceptions of quality are based upon tangible, measurable service features, whilst purchasers of a managerial product variant are concerned with process factors that lead to developing a relationship of trust. There are also a number of 'bottom-line' expectations, common across purchaser groups, which are essential to a perception of quality. Service quality, in the business advisory service context, is dependant on recognising what constitutes the core product and tailoring the process of delivery to satisfy purchaser expectations. The implications of this research are that an understanding of context is essential when considering service quality, in order that customer expectations and provider delivery combine to achieve added value. Secondly, that product definitions are required in determining the expectations associated with performance quality; and thirdly, that customer segmentation based upon product variant is a viable proposition in business advisory services.

Thesis (M. Phil.)--University of Hong Kong, 2008. / Also available in print.

Thesis (M.B.A.)--University of Hong Kong, 1998. / Includes bibliographical references (leaf 141).

Thesis (M.B.A.)--University of Hong Kong, 1998. / Includes bibliographical references (leaves 75-76).

Thesis (M.B.A.)--University of Hong Kong, 1992.

Thesis (M. Hous. Man.)--University of Hong Kong, 2009. / Includes bibliographical references.

No description available.

Research on the relationship between organisational culture and service quality is still in its early stages. Mostly, the evidence in such research tends to be either prescriptive or anecdotal. Based on the literature survey conducted it is the purpose of this study to offer a framework by which both concepts could be integrated. Utilising an exploratory case study design, qualitative and quantitative data from two Scottish Universities' student residential service has been collected. Quantitative data was collected through student service quality questionnaires. Performance based measurement was deemed the most appropriate. Qualitative data was gathered through in-depth interviews with members of the service as well as the examination of organisational publications. Association between questionnaire variables as well as the coding of the qualitative data, formed the backbone of two case studies examining the interaction between organisational culture and service quality. It has been demonstrated from the data the utility of the framework, in terms of data fit as well as explanatory power. It has been found in the results that the existing organisational cultures put more of an emphasis on tangible aspects of the service package. However, this research aims to demonstrate that an equal emphasis on the intangible service aspects is needed. That is potentially, the intangibles may offer more in terms of the enhancement of the service experience. Consequently, organisational culture analysis is put forward as the means for enhancing the intangibles of the service.

No description available.