In this thesis, we present three works on queues. In chapter 1, we analyze two non-work-conserving variations of the M/G/1 preemptive LIFO queue, focusing on deriving expressions for the limiting distribution of workload and related quantities. In the first model, preempted customers return to the front of the queue with a new service time, while in the second, they return with their original service time. We use queueing theory methods such as the Rate Conservation Law, PASTA, regenerative process theory and Little's Law. Our results include stability and heavy-traffic limits, as well as tail asymptotics for stationary workload. In chapter 2, we analyze a queueing model with price-sensitive customers, where the service provider aims to maximize revenue and minimize the average queue length. Customers arrive according to a Poisson process, join the queue if their willingness-to-pay exceeds the offered price, and are served in a first-in first-out manner with exponential service times. Our model is applicable to cloud computing, make-to-order manufacturing, and food delivery. We provide performance guarantees for a class of static pricing policies that can achieve a constant fraction of the optimal revenue with a small increase in expected queue length. We present results for the single-server, multi-server, and multi-class cases and provide numerical findings to demonstrate the empirical performance of our policies. In chapter 3, we analyze the Adaptive Non-deterministic Transmission Policy (ANTP), a technique addressing the Massive Access Problem (MAP) in telecommunications, which involves delaying packets at the points of origin to reduce congestion. We frame these delays as time spent at a "cafe" before proceeding to the service facility. We present sample-path results, giving conditions under which ANTP does not change the total sojourn time of packets, and results under a general stochastic framework, focusing on stability and constructing proper stationary versions of the model. We prove Harris recurrence of an underlying Markov process and find positive recurrent regeneration points under i.i.d. assumptions.

This dissertation research synthesizes knowledge from consumer behavior, psychology and applied economics to address a fundamental issue in marketing regarding how buyers evaluate products. Classical economic theory has assumed that buyers have perfect information about products and prices and that buyers are capable of processing this information. However, in reality, buyers face an increasingly complex marketplace with numerous products, incomplete and imperfect information, and a limited capability of processing this information. Hence, this complex market place creates an uncertain environment in which buyers have to make purchase decisions. To reduce uncertainty, buyers tend to use available information cues to make inferences about the products being evaluated. Among these cues are the product’s price, reference price (e.g., price last paid, advertised reference price), and certain attributes intrinsic to the product. The research question addressed in this dissertation is, “how do information cues affect buyers’ product evaluations, behavioral intentions and price estimates?” Conceptually, this research develops a model incorporating the research objectives by describing how buyers select specific information cues, evaluate them, and arrive at an overall assessment of the value or worth of the product to them. Specifically, the model proposes that the price cue is used both as an indicator of product quality as well as an indicator of monetary sacrifice. It is proposed that buyers initially trade-off these opposite indicators to make an assessment of the value of acquiring the product. However, complicating this model is the notion that some product attributes produce benefits quite apart from quality, and that some price offers represent a short-term deal or bargain. Since buyers are assumed to have an internal reference price that may be used to evaluate a price offer, additional value, called transaction value, may be perceived if the offer price is below this reference price. Further, additional value may occur because, intrinsic attributes of the product may provide additional benefits. Furthermore, the model conceptualizes that the perceived value of the offer has a positive effect on buyers purchase intentions and the greater the transaction value, the less their search intention for a lower price. The model proposes specific linkages between these variables and suggests a process of how buyers evaluate product alternatives. To test this model and its propositions, an experiment was conducted. Respondents evaluated a 35mm compact camera given variations in the amount and type of information available for this evaluation. To enhance the reliability of the measures and manipulations, multiple items were used to measure the theoretical constructs. Because of the laboratory setting for the research, emphasis was placed on the precision and control of the procedures and on maximizing the internal validity of the study. A confirmatory factor analytical computer program was used to assess the measurement properties of the scales. Certain relationships were tested utilizing analysis of variance procedures and contrast analysis. The structural model specifying the causal relationships among the variables was analyzed using LISREL VI (a linear structural equation computer analytic program). The LISREL output statistics provided parameter coefficients for the individual relationships, as well as goodness-of-fit of the structural/causal model. The results of this research contribute to our understanding of the way imperfect information affects the efficiency of market operations. Understanding how buyers utilize imperfect information to make economic evaluations provides important information on how they make actual purchase decisions. Additionally, it provides information of how price offers affect buyers’ buyers’ product evaluation and purchase intention. Such knowledge will be useful to managers. / Ph. D.

This dissertation investigates the effects of price, brand, and store information on buyers perception of product quality and value, as well as the buyers' willingness to buy. It reviews the dissimilar paradigms developed by economists and behaviorists to explain the influence of price on consumer behavior. Hypotheses are derived from a conceptual model to posit the relationship that the extrinsic cues of information, price, brand name and store name, individually have with the constructs of perceived quality, perceived value, and willingness to buy. Additionally, the combined effects of the extrinsic cues on the three constructs are examined. The research was conducted in two phases. The first phase was necessary to determine products, price levels, brand names and store names to use in the second phase. A 5x3x3 factorial design, with a student sample was used in phase two to test the research hypotheses. Each of the three independent variables had no information treatment that allowed partial replication of past price-perceived quality studies, and examination of price, brand name, and store name main effects in many different cue combinations. Additionally, this research design allowed exploratory research of the marginal effects of combining cue information. Reliability of the measures was assessed using exploratory and confirmatory factor analysis and Cronbach's alpha. Analysis of variance, Duncans' multiple range tests, and trend analysis were used to analyze the data. In general the analysis gave good support for the hypothesized effects. The principal exception was finding only the downward sloping relationships for perceived value and willingness to buy as affected by price information. Also, there was a lack of support for the hypothesized combined cues when all the information were perceived to be low. The research results are discussed with respect to the major findings, significance to theoretical and methodological knowledge as well as marketing practice. Limitations of the research are discussed as well as directions for future research in this paradigm. / Ph. D.

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.

Thesis (M. Tech.: Marketing)-Dept. of Marketing, Durban University of Technology, 2006 xiii, 153 leaves / Many people have used the term “charity shop” without having a clear understanding of it, even although there are numerous articles and a previous research survey about charity shops in the UK, Canada and Australia. It seems that no research has been done in South Africa on this particular topic. Also, the confusion that surrounds consumer perceptions of charity shops highlights the need for marketers to conduct more research on this particular area. The following study was conducted within the South African marketplace, specifically in four Durban areas, using quantitative research methods. The main objective of the research was to determine consumer perceptions of charity shops in the Durban area and the factors influencing these perceptions.

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.

Thesis (M. Tech.: Marketing)-Dept. of Marketing, Durban University of Technology, 2006 xiii, 153 leaves / Many people have used the term “charity shop” without having a clear understanding of it, even although there are numerous articles and a previous research survey about charity shops in the UK, Canada and Australia. It seems that no research has been done in South Africa on this particular topic. Also, the confusion that surrounds consumer perceptions of charity shops highlights the need for marketers to conduct more research on this particular area. The following study was conducted within the South African marketplace, specifically in four Durban areas, using quantitative research methods. The main objective of the research was to determine consumer perceptions of charity shops in the Durban area and the factors influencing these perceptions.

Aim: To determine the use and interpretation of the nutrition information on the food label of selected fat spreads by female consumers aged 25 to 45 years, living in Pietermaritzburg. Objectives: This study set out to determine the following objectives regarding the food label: what the demographics of the consumers making use of the label were; how these consumers used the label and their motivation behind this label use and did the use of the label alter the purchase of that product? Method: One hundred and fifty women aged 25-45 years were chosen from an accidental, non-probability sample of consumers shopping at selected supermarkets within Pietermaritzburg. Respondents were presented with a four part questionnaire surrounding the purchase of selected fat spreads. Results: The greatest number of respondents were from the white population group (n = 65), followed by black respondents (n = 46), Indian respondents (n = 29) and then coloured respondents (n = 10). Results showed that the respondent who was most likely to use the nutrition information on the food label had a tertiary education; was a primary food purchaser, lived with other people, had more than R1000 a month to spend on food and was conscious of choosing the healthier option. Fifty five percent of this study sample (n = 82) claimed to use the nutrition information on the label to assist with purchases and 68% (n = 102) found the nutrition information important for purchasing a new product. Of the potential factors that have previously been found to impede the use of the nutrition information label:-inadequate print size, lack of education as well as lack of nutrition information on the food label were found to be factors restricting label use in this study. The most commonly used sources of nutrition information were the media as well as friends and family and the most trusted source was the Health Professional. Discussion: If the nutrition information is to be used both correctly and effectively, there must be a major educational campaign that sets out to meet the needs of the population that are most vulnerable, especially those with an inadequate education. Conclusion: The consumer most likely to use the nutrition information on the food label has a tertiary education, is a primary food purchaser with a large amount of money available for groceries and is conscious of choosing a healthier option. The label is most likely to be used when purchasing a fat spread for the first time. / Thesis (M.Sc.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.

The success of a course offered by a university and the effectiveness of the instructors have commonly been measured by means of student evaluations. The feedback generated is typically used to identify instructors who need additional training, courses that need to be restructured or the need for financial rewards for those who excel. The principal objective of educating students is, knowledge, training and skills they can use and apply after graduating, regardless of the field of study. The perception of the Alumni about the extent of learning and the usefulness of the knowledge is a key measure for universities to assess their success. A service guarantee is defined as a formal promise made to customers about the service they will receive or it is a written promise made by the company through advertising or company literature that it will provide compensation if promises are broken. In order to ensure customer satisfaction in a service offering, the quality of service performance needs to be guaranteed. Many service industries promise a level of service performance, with or without conditions attached. Customer value is a complex concept as it is often interpreted with various meanings depending on the point of view adopted. A definition of customer value is the perceived value that the customer gains when purchasing a product or receiving a service. However, customer value can be used in a variety of contexts. The purpose of this research study is to measure the perception and satisfaction of Alumni of the Department of Computing Sciences and identify areas for improvement by performing a systematic analysis of the determinants of satisfaction. This research is an exploratory, quantitative study consisting of literature- and case-study components used to test proposed hypotheses. The literature study was performed on secondary sources to establish the key concepts related to the topics of Service Guarantee and Marketing, Stakeholder Theory, Customer-perceived Value and Alumni Perceptions. The empirical study consisted of surveys (questionnaires) completed by Alumni of the Department of Computing Sciences. The questionnaire used in this research consisted of questions regarding demographic data and questions regarding perceived perception of the Department of Computing Sciences and influencing factors. Descriptive statistics were used to summarise the data into a more compact form which could simplify the identification of patterns in the data. Inferential statistics were used to verify if conclusions made from the sample data could be inferred onto a larger population. Recommended university and teaching practices based on the statistical analysis of the survey results were identified. A model identified the following factors as having an influence on Alumni Satisfaction with the NMMU Department of Computing Sciences: Customer Satisfaction, Course Contents, Modern Technologies, Academic Staff, Admin. Staff, Departments, University Atmosphere and Perceived Value. The importance of each factor was identified to understand how to improve the Alumni perception. According to the inferential ranking of Alumni Satisfaction that ranks the factors on the average mean values, a factor that should be improved upon is the Alumni Network. Recommended improvements were suggested for the Department of Computing Sciences based on the statistical analysis of the survey results. Two sub-groups were defined by different levels of education and they were found to have different perceptions of the factors that were measured. It was shown that there are small and medium significant differences in only two of the factors of the proposed Alumni satisfaction model, distinguising through different levels of education. The Alumni Satisfaction model developed in this study specified the factors that influence Alumni Satisfaction with the Deptarment of Computing Sciences and the effect that each of these factors has on that satisfaction.

Submitted in fulfillment of the requirements for the degree Masters in Management Sciences: Marketing, Durban University of Technology, Durban, South Africa, 2017. . / The increasing interest in people’s wellbeing has seen the growth of health and fitness centres (HFC) all across South Africa. It has been a decade since Virgin Active and Planet Fitness expanded their business into townships, with this endeavour resulting in the opening of HFC in Khayelitsha and Soweto. The motivation behind this study is therefore to examine the effect of service quality on customer satisfaction in the HFC industry in Ntuzuma, Umlazi, Kwa-Mashu, Clermont, and Phoenix, all townships in the greater Durban Area. Thus, the main purpose of this research is to ascertain service quality at selected HFC in townships within the greater Durban area. Interest in service quality has grown over the last decade due to increasing competition, which has led managers to finding ways of improving profitability. One area of interest is service quality and how it affects customer satisfaction and its impact on the bottom line, which is why ascertaining service quality at selected HFC in the greater Durban area’s townships is significant. The study was descriptive, quantitative and cross-sectional in nature, probing the effect of service quality on clients’ customer satisfaction. From these findings the Health and Fitness Centres can identify more specifically the failures in its service quality and seek to improve upon them. Service quality dimensions that are deemed to be good predictors of service quality for members of the HFCs offering have been related to factors such as the “Tangibility”, Reliability”, “Responsiveness”, “Assurance” and “Empathy. It is hoped that the results obtained will aid to support these centres in adopting practical customer service quality measures that will assist them to succeed in the highly competitive health and fitness industry. / M