M.Comm. / Extensive studies have been done in the past on measuring service quality where the service is delivered on a face-to-face encounter. This study assesses and measures online service quality where there is no face-to-face encounter. The service quality measures are particularly on Internet Banking service. The research problem has been stated as the lack of insight into customer perceptions on Internet Banking service quality by management in South African banks. The purpose of this study was to explore customers’ perceptions on key electronic service dimensions or factors of Internet Banking service quality. The primary objective of the study was to have an insight into how Internet Banking customers in South Africa perceive their respective banks’ performance on pre-defined electronic service quality dimensions. The secondary objective was to determine if there was any difference in Internet Banking service quality perception based on age, gender, or primary bank offering the service (service provider). Even though online shopping and Internet Banking are online services there are subtle differences between the two services. With online shopping there is a physical item that gets traded and in Internet Banking only services are traded. It is for this reason that the original E-S-Q instrument was slightly adjusted. Some of the dimensions that were excluded from the original E-S-Q instrument include flexibility, price knowledge and customization Given the purpose and objectives of the study a quantitative approach was taken as the major research approach for the study. The sampling design was a nonprobability sampling one because the convenience method of sampling was used. The survey population was all online banking users, utilizing services from South African banks. A slightly revised electronic service quality (E-S-Q), a service quality measurement instrument, was used in this study. Data was collected via a web based self administered survey. The original E-S-Q instrument measured customer service quality from an online shopping experience point of view. This study aimed at gleaning respondents’ perceptions on key Internet Banking service dimensions.

A research report submitted to the Faculty of Science, University of the Witwatersrand, Johannesburg, in fulfilment of the requirements for the degree of Master of Science in Mathematical statistics. Johannesburg, February 2014. / In this study we examine the question of which statistical mod- els work well in predicting customer defection in the retail mobile telecommunication industry. For each of the two data sets that were used (mobile call pattern and billing, and time taken to churn data), four statistical models were tted and compared namely; arti cial neural networks, decision trees, logistic regression and support vector machines. The arti cial neural network model proved to be supe- rior than the other three models when tted on both data sets. This model gave the best area under the receiver operating characteristic curve (0.93 for call pattern data and 0.88 for billing and time taken to churn data), highest lift at 10 per cent of the population (7.01 for call pattern data and 2.12 for billing and time taken to churn data) and lowest misclassi cation rate (0.04 for call pattern data and 0.19 for billing and time taken to churn data). The logistic regression model under performed the other models when tted to call pattern data and came out as third when tted to billing and time taken to churn data whereby they outperformed the decision tree model. Support vector machine came out as the second best model for billing and time taken to churn data and third when tted to call pattern data. Decision tree model performed well when tted to call pattern data and worst when tted to billing and time taken to churn data The study showed that in the retail mobile telecommunication industry, companies can increase revenue streams and competitive advantage by using data mining techniques to predict customers that are likely to churn. The next step for the business is to embark on retention programs to use these methods to reduce churners.

University of Macau / Faculty of Business Administration. / Department of Accounting and Information Management

Thesis--PlanB (M.S.)--University of Wisconsin--Stout, 2002. / Includes bibliographical references.

Thesis--PlanB (M.S.)--University of Wisconsin--Stout, 2002. / Includes bibliographical references.

Thesis (M.Com.(Menslike Hulpbronbestuur))--Universiteit van Pretoria, 2001.

Thesis (MTech (Marketing))--Peninsula Technikon, 2001. / Word processed copy. Summary in English. Includes bibliographical references (leaves 182-185). Also available online.

Not available / text

Thesis (Ph.D.)--University of Tulsa, 1989. / Bibliography: leaves 133-148.

Thesis (M.S.)--Rochester Institute of Technology, 1993. / Typescript. Includes bibliographical references (leaves 50-52).