This research sought to evaluate and analyse customers perceptions with regard to service quality they receive on the maintenance of government properties within Ehlanzeni District, Mpumalanga Province. The purpose of the study was to establish whether the Department of Public Works (DPW) provides the promised service dependably and reliably; prompt service; caring and individualized attention; and had knowledge and courtesy. The study was based on the survey that used a quantitative approach. The research population was for both DPWs. officials and the customers (tenants) occupying the government properties residing within the Ehlanzeni District area. A probability sample of 97 respondents was drawn with a population size of 200 occupants. The sample was composed of 50.6% males and 49.4% females. Of the sample, 70.7% were tenants of the government residential houses and 29.3% were government officials. Data was collected using the structured questionnaire, from both the DPW officials and tenants about their perceptions on the service quality. The SERVQUAL instrument developed by Parasuraman contained Seven Gaps was adopted to compare the extent of service quality delivered by DPW to its customers. The researcher realized that there were discrepancies between employees perceptions and management perceptions and it advises the management to focus on building effective communication channels. The gaps identified (i.e. Gap1, Gap 2, Gap 3, Gap 4, Gap 5, Gap 6 and Gap 7) formed key framework for the evaluation of service quality on the maintenance of government properties. It is recommended that the future improvement be identified to address the challenges. Key Words: Customers. Perception, Service Quality, Service Quality Gap Analysis, Property, Preventive Maintenance and Maintenance Backlog. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2010.

Spending on robot surgery is expected to increase by $17 billion in the next 6 years. This new surgical treatment has challenged hospitals with higher costs and varying performance. Healthcare executives struggle balancing the adoption of medical innovations with managing healthcare costs. This dilemma can be further complicated by industry structures relative to capital-intensive medical innovations. This research explores the interaction between industry structure and customer value. Specifically, how can hospitals apply an understanding of supplier industry structure and customer value to improve the value of a robotic surgery program (RSP)? This industry study represents an exhaustive longitudinal review of over 15 years of public data relative to robotic surgery, across three distinct time periods. Within the research, industry structure is evaluated using Porter’s 5-forces model. A framework based upon contributions from Grönroos as well as Menon, Homburg, and Beutin is introduced to assess customer value based upon clinical, financial and strategic (CFS) value. The implications of periodic industry structure on customer value were examined to identify opportunities for hospital executives to increase RSP customer value. There were several empirical and theoretical findings from this research. First, in the face of increasing industry structure the identification of favorable forces may create opportunities to increase RSP value. Secondarily, exploring customer value through the lens of core, add-on, relational and transactional benefits in the sub-context of CFS value aids in the identification of market power influences on customer value. The implications of the absence of high levels of relational and transactional benefits without high levels of core and add-on benefits may influence avenues of pursuit in improving RSP value overall. The research also suggests that clinical and strategic value was present despite varying degrees of industry structure. Finally, this study represents an empirical joint analysis of industry structure and customer value in robotic surgery. Some proponents may find the introduction of an integrative model for measuring customer value in robotic surgery, applicable to other capital-intensive medical innovations or disruptive technologies at large.

Purpose - The purpose of this research is to analyse how employees’ perception of customer service is linked to the brand. The aim is to analyse the connections between brand and the employees’ perceptions and develop managerial implications based on those findings. Problem – Davis et al. (2008) brought the attention of the influence employees have in increasing or decreasing the firms’ brand. Connecting the employees work role in customer service to see how these influence the brand in reality at LSPs.   Method – A deductive mixed method was applied throughout this research and used in the format of several case studies. The qualitative data was retrieved from interviews with employees at LSPs both in Thailand and Sweden and regarded as the primary source of data collection with the quantitative data as support. The survey, based on the frame-work of SERV*OR, was structured on a 7-point Likert Scale and distributed from the same sampling as for the interviews. Pattern matching was applied to analyse the qualitative and quantitative data to determine if reality matched theory.   Conclusions – As seen from the findings, employees and customer service are inter-twined and not separate entities. This is due to them reflecting on their personal perception of what customer service is and how they view their position. Through customer service, employees become an extension of the firms’ brand and based on their individual perception they will project it to the customer thus being able to influence the customer’s overall perception. This shows how brand and employee-customer service are interdependent in the communication which is often based on individual perceptions and not from what the LSP wants their employees to perceive of their brand.   The branding of the firms in this study is perceived by employees in a way that reflects their individual roles in customer service in terms of being fast, professional and having the ability to problem solve. It is also indicated that employees wish for more training and guidance from managers, consequently they have needed to rely on each other to handle the function of customer service at the LSPs.

It is common practice for service providers, such as cell phone network providers, to utilise relationship marketing strategies in an effort to retain their customers and thereby to increase profitability. Customers with relationship intentions are willing to respond to such efforts while other customers will refrain. Service failures negatively impact relationship marketing efforts and thus complicate service providers’ relationship-building efforts. Therefore, service providers endeavour to restore customers’ post-recovery satisfaction and loyalty through service recovery efforts to retain their customers. However, the influence that customers’ relationship intentions have on this process has not been considered. Previous research on relationship intention in South Africa focussed only on developing a valid and reliable relationship intention measurement scale. For this reason, the primary objective of this study was to determine the influence of relationship intention on customer satisfaction, loyalty and retention following service recovery within the cellular industry. Supporting the primary objective, a model depicting the influence of respondents’ relationships intentions on satisfaction, loyalty and retention following service recovery was developed. Furthermore, a model depicting the interrelationships of the relationship constructive dimensions of the service recovery process uncovered during this study was also developed. Through non-probability convenience sampling of adults 18 years and older (residing in Johannesburg and the surrounding residential suburbs) who have used a cell phone network provider for three years or longer, 605 respondents completed interviewer-administered questionnaires. Demographic and patronage information, together with respondents’ relationship intentions, attitudes towards complaining, customers’ complaint behaviour, expectations of service recovery, perceived service recovery as well as satisfaction, loyalty and retention following service recovery, were obtained. Results indicated that no associations exist between respondents’ levels of relationship intention and their relationship lengths, as well as whether they had contractual agreements with their cell phone network providers. It is therefore recommended that instead of using relationship length or contractual agreements, cell phone network providers should use customers’ relationship intentions to identify customers for relationship marketing purposes. Findings from this study furthermore include that respondents’ relationship intentions influence their propensities to complain, as well as the likelihood that they will voice a complaint regarding dissatisfactory service delivery. It is therefore recommended that cell phone network providers use the opportunity to identify customers with relationship intentions through customers’ complaint behaviour. This study found that respondents’ relationship intentions influence both their expectations of cell phone network providers to take service recovery action, as well as their perceptions of service recovery. Respondents’ relationship intentions also positively influence their satisfaction, loyalty and retention following service recovery. Based on these findings, it is recommended that cell phone network providers should always take corrective action following service failures (such as billing errors in this study), preferably by including at least an acknowledgement, apology, explanation and rectification of the problem as part of the service recovery efforts. Such a combination of service recovery efforts will increase the satisfaction, loyalty and retention of customers with higher relationship intentions. From the results it can be concluded that customers’ relationship intentions influence their behaviour with regard to propensity to complain, voicing, expectations of service recovery action, perceptions of service recovery, as well as satisfaction, loyalty and retention following service recovery, when service failures occur. The proposed model developed from these findings results in the recommendation that cell phone network providers should view the service recovery process as an interrelated process influenced by customers’ relationship intentions. Cell phone network providers should note that customers with higher relationship intentions will attempt to salvage the relationship when service failures occur, which contributes to their satisfaction, loyalty and retention following service recovery. This study contributes to establishing relationship intention theory by confirming the positive influence of customers’ relationship intentions on constructive behaviour when service failures occur. Moreover, practical recommendations concerning cell phone network providers’ response to billing errors are proposed. Future research should address the methodological limitations of this study by using probability sampling, and data should be collected from all South African provinces. Real-time service failures should be considered as opposed to the scenario-based approach used in this study. Important influences on customer behaviour when service failures occur, such as the perceived severity of service failure, service failure type, perceived justice and attributions, should also be considered with regard to their influence on the constructs of this study. Lastly, the antecedents of or differences with regard to customers’ relationship intentions based on personality, generational cohort or population group deserve further attention to establish relationship intention as study field within the domain of relationship marketing. / PhD (Marketing Management), North-West University, Potchefstroom Campus, 2014.

Title: Factors influencing a customer’s loyalty in B2B relationships: A qualitative study of relationship marketing Authors: Klara Karlström & Pia Andersson Advisor: Svante Andersson Level: Master thesis in marketing (15 Swedish credits). Spring 2014. Keywords: Customer loyalty, Behavior, Relationship marketing, B2B Purpose: The purpose of this study is to get a deeper understanding of which factors that influence a customer’s loyalty in the relationship between a supplier and a customer in B2B and how these factors are achieved? Frame of Reference: In the following chapter we present theory from previous research related to our research questions and purpose. First, a conceptualization of relationship marketing is outlined followed by theory regarding customer loyalty. Second, the selected factors of relationship marketing that can indicate customer loyalty are presented one by one. Methodology: In this chapter all the method choices to fulfill the thesis’ purpose and to answer the research questions are discussed and motivated. The choices for this study are comprehensive approach, qualitative method, a case study with one case company interviewing three informants. Empirical Study: In this chapter we present primary data that is collected for our study. It is collected through personal interviews with three informants at Getinge. Conclusion: Our conclusion is that satisfaction is more important that the other nine factors and that shared value and bonding are less important then the other factors. How they are achieved depend on the situation, the employee at Getinge and the customer in specific and there are no clear guidelines on how the should be achieved. Although there are no guidelines there are directions and the achievement of the factors are based on Getinge’s core values. The employees of Getinge are using the core values together with their individual common sense to reach the best result of customer loyalty.

The recent worldwide shift in focus from goods production to service provision in Western countries has resulted in the expansion of the service sector. The front-line worker has become a central figure in the new workplace, forming an important link between the company and the customer. The nature of the interaction between customer service staff and clients influences the perceived quality of service rendered by the company. Call centre work requires a high degree of personal contact with the public and the performance of emotional labour. Previous research found emotional labour to be a significant predictor of burnout. Given the above scenario, the lack of empirical research that systematically investigates burnout in a customer services environment in South Africa is a source of concern. The objectives of this study were to determine the construct validity and internal consistency of the Maslach Burnout Inventory - General Survey (MBI-GS) (Schaufeli, Leiter, Maslach & Jackson, 1996) in a customer services environment, and to compare the relationship of burnout with various demographic characteristics. A cross-sectional survey design was used. The study population consisted of an accidental sample of customer services personnel (N = 228). The Maslach Burnout Inventory - General Survey (MBI-GS) was used to determine the level of burnout in the participants. A biographical questionnaire was used to gather additional information. Structural equation modelling (SEM) methods as implemented by AMOS were used to test the factorial model for the MBI-GS. Cronbach alpha coefficients and inter-item correlation coefficients were used to assess the internal consistency and construct validity of the MBI-GS. Descriptive statistics were used to analyse the data. T-tests and one-way analysis of variance (ANOVA) were used to determine differences between the sub-groups in the sample. Tukey tests were done to indicate which groups differed significantly when ANOVAS were done. The results confirmed a three-factor model of burnout, consisting of Exhaustion, Cynicism and Professional Efficacy. All three factors showed acceptable internal consistencies. The results also showed that customer service staff who measured high on exhaustion and cynicism (compared with those who measured low) experienced less job satisfaction. / Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2004.

In today's society we are used to regularly visit the sport arena to cheer for our favorite team, we go to the cinema to enjoy a good movie or maybe to the theatre to experience a grand performance. It has become far more common in the last years to buy tickets to these kinds of events online. To make sure that the customer will keep on buying their tickets from the online booking companies the booking experience itself has to be hassle-free and easy to understand. The customer will most likely, if possible, avoid the website if the booking itself is experienced as having problems and insecurities.   The purpose of this study is to determine some of the most fundamental designs and functions of online booking websites today as perceived by the general public. This study will also examine some of the existing online booking websites. The empirical methods used in this study was of both quantitative and a qualitative nature to ensure that the data collected would be suited to secure a substantial analysis. The qualitative method consisted of an observation of the earlier mentioned online booking websites. These already existing functions and designs were then used to create a checklist that was used to see which websites had which designs. The quantitative method was an online survey created to collect both the public's most wanted features, their opinion of these and how an online booking could be optimized. This study presents the different functions and designs that the respondents prefers while making an online booking. It also shows the existing functions and designs amongst booking sites today. These sites are then also evaluated according to the respondents answers to see which online booking site that is preferred. The results in this study shows that the costumers want the booking system to show the chosen event to be visible during the course of the booking, they want to be able chose their exact seats and they want to the booking to be made in as few pages and klick's as possible.

In the age of rapidly changing and competitive environments, companies are forced to build strong and long-lasting relationships with their customers. Over the last decades, marketing theory and practice developed a plethora of attempts to describe relevant factors, underlying correlations and complex constructs, explaining the relationship between buyer and seller. For several disciplines, which are part of, describe or influence the relationship between buyer and seller such as a) marketing, b) customer purchase behaviour and c) sales management and personal selling, it appears that trust has a strong impact and therefore is an important variable for building long-lasting relationships. Although there is an extensive source of literature available on appropriate response to trust and its influence on buyer seller relationships, few of these writings contain guidance specifically related to financial services. The objectives of this study are I) to determine general differences regarding the impact of trust in a finance and insurance advice setting, ii) to determine difference of the general importance of trust towards three dimensions, iii) to analyse through which antecedents client-trust is build towards these three dimensions and iv) to identify the role of trust in future interactions between a financial service company and its clients. To achieve these objectives, quantitative research was undertaken in Germany by conducting a mail survey to 1.394 existing clients of an independent financial advisory institution. The phases of research cover a broad literature review combined with informal background research to identify variables that build trustlinvoke the trust building process to examine differences and/or additional variables to the descriptions in the literature. Prospective clients seem to generally support variables provided by the literature findings. The main research phase involves a mail survey to 1.394 existing clients with 321 responses. It is aimed at identifying relevant answers to the issues i)-iv) as described above. The results of the mail survey suggest differences between different client segments according to e. g. their educational background as well as their stage on the life cycle of financial services. Additionally, to validate the empirical findings, interviews were performed with 20 independent financial advisors which are aimed at identifying relevant answers to the above mentioned issues ii)-iv) from an advisor's point of view. The results suggest differences within the group of advisors according to e. g. demographic criteria. The results indicate that trust seems to be an important factor for the relationship between client, advisor and financial service provider.N evertheless,d ifferencesc oncerningt he influenceo f trust on the interpersonal relationship between the client and the financial advisor as well as its influence on the organisational relationship between client and financial service organisation can be observed and have to be addressed in the future. Moreover, also the differences related to the relevance of trust for the internal relationship between the financial service advisor and its organisation needs further attention. A framework of three dimensions of relationship marketing activities is introduced which may assist financial service companies to Implement a trust based relationship marketing approach. This should cover 1) an internal relationship marketing dimension, ii) an external relationship marketing dimension and iii) an interactive relationship marketing dimension. As a result, the company should become more trustworthya nd further more be enabledt o build strongerr elationshipsw ith their clients.

Franchising has been widely accepted as an effective way to conduct and expand businesses. However, a franchise system is not a guarantee of success in the market. A successful franchise system should rely on a close and strong franchising relationship. Franchising is an important relationship management business. Franchising arrangements normally last for a number of years, so the franchisor and franchisee in the arrangement relationship are usually motivated to cooperate with each other. In addition, highly loyal franchisees may be obtained through a successful long-term franchising relationship. Over the last few decades, there has been a tremendous wave of interest in franchising relationships. However, little research has been conducted to determine the reasons for long-term franchising relationships. As a result, this study focuses on the important elements that might lead to a successful long-term franchising relationship. This study attempts to examine empirically three essential constructs (relationship quality, cooperation and customer loyalty), which might lead to successful long-term franchising relationships between franchisees and franchisors among the convenience stores in Taiwan. Mailed questionnaires were utilised to collect the research data. A total of 500 surveys were mailed randomly to the manager/supervisor of convenience stores’ franchisees among the four main franchisors (7-ELEVEN, Family, Hi-Life and OK) in Taiwan. The final sample size is 120, yielding a response rate of 24 per cent. The results show that relationship quality positively influences the cooperative relationships between franchisors and franchisees. Relationship quality is also positively correlated with franchisees’ loyalty. Additionally, the results indicate that the cooperative relationships between franchisors and franchisees are significantly associated with franchisees’ loyalty.

Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2007