The purpose of the study was to investigate cultural aspects that influence customer perception of service quality in the hotel industry, specifically those that influence Eastern and Western respondents. A questionnaire was developed to assess cultural differences on perceptions, which included a modified version of the SERVQUAL scales, an instrument used to measure service quality. The convenience sample consisted of students enrolled in the MBA program at a Western university (N=152; Eastern=57.9%, Western=34.9%, Other=7.2%). Findings indicated that there were no significant differences between Eastern and Western cultures in perceptions of service quality. A sample questionnaire is included.

Thesis (M. Tech. Marketing) -- Central University of Technology, Free State, 2010

Submitted in partial fulfilment of the requirements for the Degree of Masters in Business Administration (MBA), Business Studies Unit, Faculty of Management Sciences, Durban University of Technology, 2008 / Customer satisfaction is the key ingredient to the success of any business. This is the most important factor that creates loyal customers. Presently, organisations are attempting to obtain increased customer satisfaction by focusing on the quality of their products and the service provided. Students were identified as customers of HEI’s. This research focuses on the determination of customer perception of service quality at the Business Studies Unit (BSU) of the Durban University of Technology. The objectives were: to identify expectations of students of the BSU; to identify the perceptions of students of the BSU and to measure and compare the expectations and perceptions of students using the SERVQUAL score. Customer perceptions were determined by means of a quantitative survey conducted at the BSU lecture venues using the self-administered SERVQUAL questionnaire. One hundred and ninety five respondents were surveyed. Data was analysed using descriptive and inferential statistics. The questionnaire measured students’ expectations and perceptions in five dimensions of service that consists of tangibles, reliability, assurance, responsiveness and empathy. The results demonstrated that in each of the five SERVQUAL dimensions, there was a negative quality gap. The largest gap was in the tangibles dimension. Also, there were significant differences between perceptions and expectations of students in all of the five SERVQUAL dimensions (p<0.001) Improvements are needed across all five dimensions. Results have shown that students’ perception of service quality at the BSU falls below their expectations, presenting a great challenge to the institution. In order to improve service quality, it is recommended that the BSU regularly assesses employees, as well as customers’ experiences and provide prompt feedback.

Submitted in partial fulfillment of the requirement for the Masters Degree in Technology (Marketing), Marketing, Retail and Public Relations Department, Durban University of Technology, 2009. / Interest in the quality of the health and fitness industry has grown considerably over the last decade. Gymnasiums are increasingly placing greater emphasis on meeting members‟ expectations and needs. As more competition enters this industry, members‟ perceptions of gymnasiums facilities and services are becoming more important. It is apparent that there is a need to measure members‟ expectations and perceptions of service quality at Virgin Active gymnasiums in the greater Durban area. The aim of this study was to investigate customer service quality at commercial health and fitness centres. The four objectives of this study were: firstly, to identify members‟ expectations in terms of the delivered services provided at Virgin Active gymnasiums; secondly, to ascertain the perceptions of members towards the services provided at Virgin Active gymnasiums; thirdly, to measure the gaps between members‟ expectations and perceptions of service quality, using a modified version of the SERVQUAL model, and fourthly, to calculate and measure the score of the SERVQUAL dimensions. The instrument used to assess the members‟ expectations and perceptions of service quality was the SERVQUAL questionnaire, measuring expectations and perceptions according to five quality dimensions. Four hundred and fifty members were surveyed using the SERVQUAL questionnaire. The respondents were selected through non-probability sampling within which convenience sampling was applied. Data were analyzed 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 members‟ expectations of service quality exceeded their perceptions on the five service quality dimensions used in the SERVQUAL questionnaire. The smallest dimension gap score proved to be tangibles, while the largest gap score of the study proved to be empathy followed by responsiveness. iv Therefore, it is recommended that Virgin Active gymnasiums in the greater Durban area attend to these gaps and ensure that necessary strategies are implemented so that members receive a high level of service quality in all areas of the service dimensions.

Thesis (MBA)--Stellenbosch University, 2005. / ENGLISH ABSTRACT: Customer relationship management (CRM) is perceived as critical to the longterm success of any organisation, since CRM could be developed into a core competence providing a competitive advantage. Although the importance of CRM is recognised worldwide, most implementations of CRM systems fail to achieve their goals. Trends show that CRM success is still the exception and not the rule. The main objective of this study is to examine the value and characteristics of CRM systems and determine the most common factors that impact on the success of CRM systems implementations. CRM is a business strategy that integrates people, processes and technology, and places the customer at the core of the business. CRM aims to increase business performance and enhance customer value by increasing customer retention, acquisition, satisfaction and loyalty resulting in increased revenue and profitability. The study found that the implementation of CRM systems involves a completely new way of doing business. The major problems experienced in the implementation of CRM systems are identified as change management problems and too much emphasis on technology. The study paints out that technology alone will not guarantee the success of CRM systems implementations, since CRM systems are not so much about technology but more about people and business processes. It is recommended that more emphasis should be placed on cultural and behavioural change in the business environment by focusing on the management of change of the people using CRM systems. A CRM systems implementation model based on previous studies and literature relating to CRM has been developed in the South African context. This model is derived from the Gartner model, the customer management assessment tool and different readiness approaches for CRM systems implementations. The study concludes· with the development of a measuring instrument for the implementation of CRM systems. / AFRIKAANSE OPSOMMING: Die persepsie is dat klienteverhoudingebestuur (KVB) krities tot die langtermyn sukses van enige organisasie is, aangesien KVB ontwikkel kan word in 'n kernvaardigheid wat 'n kompeterende voordeel verskaf. Alhoewel die belangrikheid van KVB wereldwyd erken word, misluk die meeste KVB implementerings om hulle doelwitte te bereik. Tendense toon dat KVB sukses steeds die uitsondering en nie die reel is nie. Die doel van die studie is om die waarde en eienskappe van KVB stelsels te ondersoek en om die mees algemene faktore wat 'n impak op die sukses van KVB stelsels implementerings het, te bepaal. KVB is 'n besigheidstrategie wat mense, prosesse en tegnologie integreer en kliente as die kern van die besigheid beskou. KVB het ten doel om die werkverrigting van die besigheid en die waarde vir die klient te verhoog deur verbetering van die retensie, werwing, tevredenheid en lojaliteit van kliente, wat 'n verhoogde inkomste en winsgewendheid tot gevolg het. Die studie het gevind dat 'n KVB stelsel 'n totale nuwe manier van besigheid behels. Die belangrikste probleme wat met die implementering van KVB stelsels ondervind word, is geidentifiseer as veranderingsbestuursprobleme en te veel klem op tegnologie. Die studie het ook aangetoon dat tegnologie alleen nie die sukses van KVB stelsels implementerings sal waarborg nie, omdat KVB stelsels nie soseer om tegnologie gaan nie, maar meer om mense en besigheidsprosesse. Dit word aanbeveel dat meer klem op kulturele en gedragsveranderinge in die besigheidsomgewing geplaas moet word deur te fokus op die bestuur van verandering van die mense wat KVB stelsels gebruik. 'n KVB stelsels implementeringsmodel gebaseer op vorige KVB verwante studies en literatuur, is in die Suid-Alrikaanse konteks ontwikkel. Hierdie model is afgelei van die Gartner model, die klientebestuur assesseringshulpmiddel en verskillende gereedheidsbenaderinge vir KVB stelsels implementerings. Die studie sluit af met die ontwikkeling van 'n meetinstrument vir die implementering van KVB stelsels.

M. Tech. Business Administration / In recent years, major cities in South Africa (i.e., Cape Town, Durban, Johannesburg, and Pretoria) have experienced a mushrooming of private further education and training (FET) colleges. Clearly, the increasing number of private institutions has resulted in growing competition in the sector. Escalating competitive pressure, therefore, means that there is need for these institutions to find new ways of achieving competitive advantage. Marketing specialists agree that an effective strategy for a business to maintain competitive advantage in a highly competitive market depends on two factors. Firstly, the business needs to develop an understanding of customers' opinions on service quality, and secondly, applying such knowledge to create efficient services delivery systems for maximising consumer satisfaction. It is against this background that the purpose of this study was twofold: (a) assessing FET students' perceptions of service quality, and (b) investigating how the Servqual attributes influence satisfaction.

M. Tech. Business Administration / The purpose of this study is to improve service quality at Nedbank by using a modified version of the SERVQUAL model to identify the service quality gaps at Centurion Mall branch and highlight the areas that need to be improved so as to deliver superior quality service. To access the customer's expectation on service quality, a SERVQUAL questionnaire was used to measure expectation and perception according to five quality dimensions.

published_or_final_version / abstract / Industrial and Manufacturing Systems Engineering / Doctoral / Doctor of Philosophy

published_or_final_version / Social Work and Social Administration / Doctoral / Doctor of Philosophy

published_or_final_version / Housing Management / Master / Master of Housing Management