Due to the growth of our economy and our rising standards of living, customers of today have a larger variety of products to choose from than in the past. This causes an increase in competition which has raised customer expectations on the quality of goods and services they receive (Palmer, 2001 p26). Along with this, the modern customer has become sophisticated, educated, confident and well informed. Hence, they have raised their expectations of the service they intend on receiving. This has placed enormous pressure on service organization's to improve the way they do business with these customers. This "customer transformation" has placed an increasing emphasis on customer service as a means of gaining a competitive advantage. As a consequence of competition becoming global and more intense, many organizations have come to the realization that they cannot compete on price alone. Hence, the level of customer service has a direct impact on an organization's market share, as it determines not only whether consumers will become customers but also whether existing customers will become loyal ones. If service quality is to become the cornerstone of an organisation's marketing strategy, marketers should have the means to measure it. Although research in this field exists, the researcher proposed the need for further research specifically in the area of customer perceptions toward the quality of service they receive. The issues addressed in this study will be of importance to both service managers and future researchers as a customer's evaluation of service quality and, the resulting level of satisfaction is thought to determine the likelihood of a repurchase and ultimately the success of the business. This dissertation is based on the perceptions of customers of Ola Milky Lane and the level of quality customer service they receive. Looking at the business from the customer's viewpoint will help the researcher investigate how current customers feel about the organization as well as their attitude toward the business. The expectations of these customers together with their levels of satisfaction, which shape their perceptions of the customer service, serve as the foundation on which service quality will be evaluated. Moreover, the research study hopes to assist the participating organisation establish whether gaps in service delivery exist, the reasons for their presence and identify possible solutions which can be implemented to close or prevent those gaps from further widening. This will benefit the organization as it can be used as a tool to understand customer perceptions, which can equip them to gauge the effectiveness and efficiency of their relationship programmes. With this motivation in mind, the research study takes a strategic look at the importance of customer service as perceived by customers by means of determining whether the organisation is or is not meeting their expectations. / Thesis (M.Comm.)-University of KwaZulu-Natal, Pietermaritzburg, 2008.

This is a study on NMB and seeks to establish what the bank could do, through the implementation of CRM, to attract new customers and retain existing ones in the face of intensifying competition. The number of banks in Zimbabwe has increased tremendously over the last five years from less than seven to over fifteen. Ironically, this has taken place against a background of an ailing economy, which is shrinking and a reducing number of viable companies that can be targeted for banking business. A review of the history of banking in Zimbabwe was undertaken to show how NMB decided on CRM as a means of making a difference with customers and thus have a competitive edge over its rivals. In particular, the attitude of banks to customers and customer expectations was looked at together with the changes that have taken place over the years. Literature on CRM was reviewed and more attention was paid to the main causes of failures in the implementation ofCRM and how this could be avoided in the case of NMB. Lessons were drawn from what other banks like Nedcor and Standard Corporate and Merchant Bank (both of South Africa) have done to ensure a good measure of success in the implementation of CRM. Research was done to establish what it is that attracts customers to NMB, what NMB does better than its competitors and areas that NMB needs to improve on. Questionnaires (Appendices I and 11) were used in this regard and samples of customers from the three main sections of the bank (Treasury, Corporate Banking and Retail) were taken. The questionnaires had two sections, one with a select number of responses to choose from and the other open to unrestricted responses by the customers. The responses were analysed and presented in tabular form. Interviews were carried out on certain customers to get clarification on some responses to the questionnaires and to get firsthand feedback from different customers on their relationship with the bank. The major study findings were that customers greatly appreciate the personal attention that they are getting from NMB, which gave it an edge over its competitors. Customers value the fact that they can speak confidently to their bank knowing that their allocated Account Relationship Manager fully understands their business and that they have specific person/s to contact in the case of need. Regular visits and contact by NMB personnel was also cited as a strength. In one case, a customer related during an interview that no one from the previous bank had visited him in two years despite the fact that his office was less than one hundred meters from that bank! The study recommends a phased implementation of CRM with technology used as a tool and not as a champion of CRM. The emphasis is to be placed on the customer, the bank staff, the operational processes and maintaining the bank's strategy in focus. Unless all in the bank (from messenger to the CEO) share the same view of the customer's importance, CRM will be destined to fail due to inconsistencies within the system. On the other hand, unless the bank has a motivated, well informed and customer focused work force, then it is in vain that it is pursuing CRM. Operational processes too, must be refined with the primary objective of benefiting the customer and not merely for the convenience of the bank. The bank's strategy must keep customer interests at the fore since customers are the cause of the bank's existence. / Thesis (MBA)-University of Natal, 2002.

This study examines customer care at University of Natal, Pietermaritzburg (UNP). It investigates the quality of service received by students, from support departments, during registration. Data was collected via a simple random sample within the three libraries (Main, Law and Life Sciences) on campus. This ensured that students from the different faculties had an equal probability of being part of the survey, providing a true representation of the campus population. The research instrument was a questionnaire, 300 of which were administered to establish the attitude and helpfulness of staff from the departments of Finance, Financial Aid, Library, Risk Management Services, Student Admissions, Student Counselling and Student Housing. A total of 287 students responded. The software package that was used to run all the analyses was SPSS version 9. Results are graphically displayed in the form of bar graphs, tables and a pie chart. Interpretation of the results reveals that the overall rating for all departments ranged from average to excellent. Recommendations are made in light of the results of the survey and the literature reviewed. / Thesis (MBA.)- University of Natal, Pietermaritzburg, 2002.

With more than 27% of South Africa’s banking customers being privately banked; competition amongst private banks for quality clientele has increased. The question that arise as to: What sets apart that right candidate from the rest? “What are these private banks competing for?” This is true across the globe. The aim of this study was to determine what the characteristics are that make a successful Private Banker. Personal interviews of a sample of 30 individuals within a private banking institution were conducted in order to get closer to the answers as per research question. A probability sample of 30 bankers was drawn from a private banking institution in Durban, KwaZulu-Natal, with a population size of 34 private bankers. The sample was composed of 30% males and 70% females. Of the sample, 93% were private bankers and 7% were Human Resources and Regional Management. The majority of the sample (66%) had been with the private bank for more than 12 months. The institution was chosen because of the easy access to information and the respondents for this research study. Data was collected using a questionnaire developed for this research. The analysis revealed that a banker aiming to succeed in private banking will have a Bachelor of Commerce degree or similar qualification with Finance or Banking as a major. This is important because private banking is a financial profession in a banking environment. The study has also shown that experience is not a factor in one’s ability or inability to secure referrals. A banker that is committed to giving exceptional service over a period of time and instils trust and confidence in a client will be entrusted with access to a client’s circle of association. The research and its recommendations add much needed clarity concerning recruitment of prospective private bankers to ensure they are successful in their roles. The recommendations are practical and can be easily applied by the various stakeholders within the private banking institution and by others wishing to join the sector. / MBA University of KwaZulu-Natal, Durban 2012.

The study set out to investigate the infusion of Project Management into public service in order to improve service delivery, and to look at the advantage of using Project Management as a management tool. Enabling legislations were referred to, and brief background was made. The advantage of applying Project Management by the North West Provincial Government was highlighted through a reference of a case study of the province as opposed to the service rendered by DCS in the province. The study used a questionnaire to collect data, 50 employees were surveyed through questionnaires over a period of two weeks. Four areas were covered, that is, the Area commissioner's office, Rooigrond Prison, Mafikeng Prison and Mafikeng Community Corrections. The results revealed that most employees were not competent with Project Management, only few have an idea of what Project Management is. The response from participants exceeded expectations, because all questionnaires were received without any problems. The researcher recommends that Rooigrond Area Commissioner must apply Project Management in its structure to render services, and to offer training to the members in order to empower them. / (MBA) North-West University, Mafikeng Campus, 2006

This study of 79 male and 139 female university students investigated organizational recovery efforts following customer dissatisfaction. Rather than exploring recovery efforts that occur following a service failure, this study examined proactive versus reactive recovery efforts to determine implications for customer service. The purpose of this study was to determine ways in which to prevent a dissatisfying consumer experience from concluding as a complete service failure. This research extended the previous investigations of service recovery by Webster and Sundaram (1998) and Smith, Bolton, and Wagner (1999).A 4 x 3 factorial design employed four service recovery efforts and three service industries. Customer satisfaction and customer loyalty served as the primary dependent variables. Results supported the hypothesis that the use of communication before a dissatisfying service event concludes increases both customer satisfaction and customer loyalty. The results also provided evidence that customer satisfaction and customer loyalty are positively correlated. Combination recovery efforts and implications are discussed. / Department of Counseling Psychology and Guidance Services

Purpose ¿ The purpose of this study is to investigate the customer's perception of service quality within the context of the pharmaceutical supply chain, and look specifically at the supplier/customer relationship. Design/methodology/approach ¿ The research in question focuses on the trading relationship between a pharmaceutical wholesaler and its pharmacy customers. Existing literature shows that quality of the overall service is determined by the customer's perceptions of that service; therefore it is important that the supplier measures the customer's perception of service quality and understands what factors influence that perception and build this into their service delivery. The data were collected via a series of qualitative semi-structured interviews with hospital and retail pharmacies located in the North West of England. Findings ¿ The findings show that pharmacy customers have a range of vitally important to less important criteria associated with good service quality and that pharmaceutical wholesalers as suppliers should aim to excel at the vital and important issues and meet those of lesser importance to satisfy customers expectations of service quality. Research implications/limitations ¿ This reinforces the importance of measuring customer expectations and incorporating outputs into service design to ensure a customer focus to the service provided. Further consideration should be given to adopting the SERVQUAL tool in conducting future research and analysis. Practical implications ¿ Suppliers should be aware that there are vital activities that customers expect to have performed/delivered and that they need to know what these are and excel at these, whilst managing less important criteria effectively. Originality/value ¿ This paper provides an insight into the customer-supplier relationship within the pharmaceutical supply chain in the NHS, which will be of benefit to practitioners and academics in this field.

In developing countries, especially in Bangladesh, poor people are excluded from the formal financial sector credit services through the collateral requirement to receive a loan. Informal financial sector sources, especially moneylenders, are exploitative in nature. Therefore, poor people do not receive the minimum amount of capital, which is required to start any income generating activity, from either of the financial sector sources. The Grameen Bank initiated the microcredit programme in Bangladesh around 1976, to alleviate the poverty of poor households through providing them with the minimum amount of capital as credit without collateral and exploitation. The present study evaluates the impact of microcredit on the poverty of borrowing households. Both quasi-experimental as well as non-experimental designs have been formulated to achieve the objective. The survey-design covers one group of households (programme households), which have already received more than one loan, and another group of households (comparison households), which have just joined the programme. This study goes beyond earlier studies by developing a comprehensive framework, which covers income, consumption, assets, basic-needs, living standards, entitlement, poverty, and poverty risk of households, for assessing the impact of microcredit on the poverty of borrowing households. This study uses both subjective as well as objective measures of poverty for determining the poverty status of households. The present study compares income, consumption, basic-needs, some proxies for living standards, poverty, and poverty risk of programme households with those of comparison households to assess impacts of microcredit. On the basis of the results obtained, the study argues that microcredit increases income, consumption, expenditure, and assets of borrowing households. Through increasing income and assets, microcredit enhances entitlement of borrowing households. Microcredit also improves fulfilment of basic-needs and living standards of borrowing households. Finally, this study argues that microcredit reduces poverty risk and alleviates poverty of borrowing households significantly.

Thesis (Ph. D.)--University of Hawaii at Manoa, 1995. / Includes bibliographical references (leaves 376-389). / Microfiche. / 2 v. (xix, 389 leaves, bound) ill. 29 cm

It is now well recognised that an effective service recovery program is an essential part of firms??? service quality programs and critical to generating customer satisfaction and loyalty. A number of studies have investigated the impact of service recovery efforts (compensation, speed of response, etc.) on post-recovery satisfaction, mostly in Western countries. However, despite the importance of global markets, very few have examined how Eastern consumers react to service recovery efforts. Furthermore, none have examined the impact of cultural value orientation (cultural values measured at the individual level) in implementing effective service recovery programs. This is one of the few studies that have attempted to avoid the ecological fallacy, i.e., assume all consumers within a country are culturally homogeneous. Based on Justice Theory, this research conducted in Thailand, employed an experimental design to investigate how customer evaluations of service recovery efforts are influenced by interplay of the consumer???s cultural value orientation and service recovery attributes (apology, compensation, cognitive control, recovery initiation, and formality). The results reveal that cultural values of power distance, uncertainty avoidance and collectivism do indeed interact with a firm???s recovery tactics to influence perceptions of justice. In other words, the impact of a firm???s tactics is culturally dependent, and consumer expectations and perceptions of service recovery efforts vary, depending on customers??? cultural value orientation. Finally, all three forms of justice (distributive, procedural, interactional) along with disconfirmation of expectations, positively impact on overall service recovery satisfaction. Unlike previous studies, we found evidence to indicate that there is a temporal sequence associated with the three justice dimensions i.e., interactional and procedural justice precede and thus impact perception of distributive (outcome) justice. The results have implication for marketing theory as well as managerial action.