Thesis (M. Tech.(Tourism and Hospitality Management)) -- Central university of Technology, Free State, 2010 / Globally, tourism is increasingly referred to as the world's biggest industry. As tourism increases so the consumer’s demand for quality in all its related products and services increase. Superior customer service can therefore be viewed as one of the most effective strategies to create a sustainable competitive advantage. The delivery of excellent service is crucial if a tourism destination such as the Sol Plaatje Municipal Area in the Northern Cape, South Africa, is to enhance its visitors’ experience and ensure their extended stay. One of the key constraints to tourism growth that has been identified is the lack of product and service quality. The primary goal of the study therefore was to investigate the perceptions of tourists on the quality of tourism service in the Sol Plaatje Area. Another primary goal was to determine the quality of service by conducting unstructured interviews with role-players in the local tourism industry. Secondary objectives were set, namely to determine the service needs of foreign and domestic tourists, and to make recommendations and suggestions to increase service quality in the Sol Plaatje Area. A questionnaire was used as a measuring instrument and distributed to domestic and foreign tourists. Three sampling points were selected to conduct the survey (250 questionnaires), namely the departure hall of Kimberley Airport, the Big Hole and the McGregor Museum. Results indicated that although the majority of tourists (83.4% of domestic and 93.8% of foreign respondents) were generally satisfied with the service they received and would promote the Sol Plaatje Municipal Area as a tourist destination, a large number of respondents (32.1%) rated their satisfaction with service delivery as average to poor. This is an indication that improvement is needed in the delivery of quality service. Unstructured interviews (conducted by the researcher) with 20 major role-players in the local tourism industry indicated that the majority (60%) perceived the service delivery in the Sol Plaatje Municipal Area as average to poor and not exceeding the expectations of tourists. Overall, the results indicated the need for the Sol Plaatje Municipal Area to improve its tourism service delivery in order to exceed tourist expectations and compete with other destinations locally and abroad. The findings of this study contribute valuable information and insights into the quality of service delivery in the Sol Plaatje Municipal Area. It will therefore be beneficial to all tourism stakeholders to provide visitors with the best service experience in the Sol Plaatje Municipal Area.

The service sector of the global economy is undoubtedly growing and increasingly highlighting the criticality of service quality to enhanced profitability in most service organisations. The demand for accountability from different stakeholders, including clients, has also made service quality a highly debated, researched and most powerful competitive trend shaping marketing and business strategy. Developing reliable measurement instruments of service quality and strategies for the improvement of service quality invariably become the most important responsibilities for managers in many organisations. In the absence of conceptual clarity on service quality, divergent views on the dimensionality of service quality and the lack of a psychometrically valid service quality measure in archival institutions, this study set out to develop and subsequently validate a measurement instrument to assess service quality in an archival institutional setting. The two research questions investigated in this study were: (1) what are the dimensions for measuring service quality in archival institutions, and (2) how can the dimensions of service quality in archival institutions be measured effectively. The methodology for this study involved a two-phased qualitative and quantitative analysis addressing these two research questions. The study followed the standard psychometric procedure for developing constructs. This research has resulted in the important findings and relevant conclusions for both academics and practitioners interested in service quality in the archival environment. The service quality measurement instrument formulated is called ARCHIVqual and has three dimensions, namely (1) security of information (with 4 items), (2) integrity of information (with 3 items) and (3) usability of information (with 2 items). Besides measuring service quality in the archival environment, ARCHIVqual will also serve as a tool for conducting periodic surveys thereby identifying specific problematic areas in archival institutions. / Graduate School for Business Leadership / DBL

Submitted in fulfillment of the requirements of the Degree of Master of Technology: Marketing, Durban University of Technology, 2012. / The aim of this study is to investigate service quality at retail banks, such as Standard Bank, ABSA Bank, First National Bank and Nedbank in Durban. The four objectives of this study are set as: Firstly, to identify the level of satisfaction with customer service received from different retail banks in Durban; Secondly, to identify customers’ expectations in terms of quality services provided by retail banks; Thirdly, to ascertain the perceptions of customers towards the service provided by retail banks in Durban; Fourthly, to measure the gaps between customer expectations and perceptions of service quality, using a modified version of the SERVQUAL model. The instrument used to assess the retail bank customer’s expectation and expectations of service quality, was the SERVQUAL questionnaire, measuring expectations and perceptions according to five quality dimensions. A total of 448 students were surveyed. Quota sampling was used in this study, in order to improve representativeness. Using quota sampling involves selecting the characteristics that are required in the sample and then sampling until enough representatives of each category are achieved. Although this is a form of non-probability sampling, a quota sample can provide a good approximation to a probability sample. It means that distributing questionnaires to a certain group would be stopped after the prescribed quota is reached. Data were analysed 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 retail bank customer expectations of service quality exceeded their perceptions in the five service quality dimensions used in the SERVQUAL questionnaire. This study is also important because it will assist bank managers to convert negative perceptions to positive impressions. Consequently, customers will benefit from the improved, outstanding customer service.

by Cyril Chi-kin Chow. / Thesis (Ph.D.)--Chinese University of Hong Kong, 1995. / Includes bibliographical (leaves 165-184). / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.iii / LIST OF FIGURES --- p.vii / LIST OF TABLES --- p.viii / ACKNOWLEDGEMENTS --- p.x / CHAPTER / Chapter I. --- INTRODUCTION --- p.1 / The Retail Banking Industry --- p.1 / Retail Banking in Hong Kong --- p.4 / The Present Research Focus --- p.8 / Significance of Research --- p.9 / Organization of Thesis --- p.10 / Chapter II. --- REVIEW OF LITERATURE --- p.11 / Literature on Service Marketing --- p.11 / Services as Activities --- p.12 / Services as Experiences --- p.13 / Services As Molecular Marketing Entities --- p.13 / Services As Processes --- p.14 / Services As Systems --- p.15 / Service Classification --- p.17 / Literature on Quality and Service Quality --- p.19 / Definition of Quality --- p.19 / Approach to Quality Management --- p.21 / Perceived Service Quality --- p.25 / Service Quality Gap Theory ´Ø --- p.26 / Issues in Service Quality Measurement --- p.33 / Literature on Satisfaction / Dissatisfaction --- p.39 / Expectancy Disconfirmation Theory --- p.40 / Attribution Theory --- p.42 / Equity Theory --- p.43 / Dyadic Role Expectation Theory --- p.44 / Catastrophe Theory --- p.44 / Service Quality - Satisfaction Link --- p.48 / "Transactional, Contractual, and Relational Service Exchanges ´Ø" --- p.51 / Transactional Exchange --- p.54 / Relational Exchange --- p.54 / Contractual Exchange --- p.56 / Chapter III. --- TOWARD A GENERIC MODEL OF SERVICE QUALITY --- p.60 / Service Quality Dimensions --- p.60 / Product Quality --- p.62 / Service Recovery Quality --- p.64 / Social and Structural Relationship Quality --- p.66 / Service Quality Measures --- p.67 / Service Adequacy --- p.67 / Service Superiority --- p.68 / Degree of Tolerance --- p.68 / Generic Service Quality Model --- p.70 / Dimensionality --- p.70 / Perceived Quality Importance --- p.71 / Service Satisfaction / Dissatisfaction --- p.74 / Comparison of the Generic Model and PZB Model --- p.74 / Chapter IV. --- RESEARCH METHODOLOGY --- p.77 / Research Design --- p.77 / Focus Group Research --- p.79 / Pretest --- p.82 / Sampling --- p.82 / Operationalization of Measures --- p.83 / Forms of Service Exchange --- p.79 / Service Quality --- p.86 / Satisfaction --- p.87 / Dissatisfaction --- p.87 / Loyalty and Switching Intent --- p.87 / Importance of Quality Dimensions --- p.87 / Survey Response --- p.88 / Response Rate --- p.88 / Respondent Characteristics --- p.89 / Service Exchange Respondent Grouping --- p.90 / Reliability of Measures --- p.91 / Validity of Measures --- p.92 / Convergent and Discriminant Validity --- p.92 / Concurrent and Predictive Validity --- p.94 / Chapter V. --- RESULTS --- p.96 / Generic Service Quality Model --- p.96 / Dimensionality --- p.96 / Noticeable Differences in Service Quality Dimensions --- p.98 / Perceived Quality Importance --- p.100 / Service Satisfaction --- p.102 / Service Dissatisfaction --- p.104 / Model Comparison --- p.106 / Explanatory and Predictive Power --- p.107 / Adequacy of Explanation --- p.108 / Domain of Application --- p.108 / Chapter VI --- SUMMARY AND CONCLUSIONS --- p.110 / Objectives and Focus of the Research --- p.110 / Operationalization of Constructs --- p.112 / Reliability of Research Instruments --- p.114 / Validity of Research Instruments --- p.115 / Response Rate and Sample Representativeness --- p.116 / Summary and Interpretation of Findings --- p.116 / Significance of the Research Contribution --- p.119 / Contribution to Theory --- p.119 / Contribution to Practice --- p.122 / Contribution to Methodology --- p.124 / Evaluation of Theory from the Philosophy of Science --- p.126 / Directions For Future Research --- p.128 / Better Construct Measurement --- p.128 / Better Data Collection Methodology --- p.129 / Causal Experimental Design --- p.130 / Replication Study Required --- p.130 / Limitations --- p.131 / EXHIBITS / Exhibit 1 All Users' SERVQUAL MSS Factor Structure --- p.132 / Exhibit 2 All Users' Generic Service Quality Model MSS Factor Structure --- p.133 / Exhibit 3 Transactional Users' MSA Structure --- p.134 / Exhibit 4 Transactional Users' MSS Structure --- p.135 / Exhibit 5 Contractual Users' MSA Factor Structure --- p.136 / Exhibit 6 Contractual Users' MSS Factor Structure --- p.137 / Exhibit 7 Relational Users' MSA Factor Structure --- p.138 / Exhibit 8 Relational Users' MSS Factor Structure --- p.139 / APPENDICES / Appendix I Measures --- p.140 / Appendix II Respondent Characteristics --- p.144 / Appendix III Results of One Way Analysis of Variances --- p.145 / III-A Minimum Service Expectations --- p.145 / III-B Desirable Service Expectations --- p.146 / III-C Measures of Service Adequacy (MSA) --- p.147 / III-D Measures of Service Superiority (MSS) --- p.148 / III-E Measures of Tolerance Range --- p.149 / III-F Perceived Service Quality Dimension Weights --- p.150 / III-G Behavioural Intent and Behaviour --- p.151 / Appendix IV Research Covering Letter --- p.152 / Appendix V Questionnaire One (3-Column Format) --- p.153 / Appendix VI Questionnaire Two (2-Column Format) --- p.159 / BIBLIOGRAPHY --- p.165 / CURRICULUM --- p.183

The service sector of the global economy is undoubtedly growing and increasingly highlighting the criticality of service quality to enhanced profitability in most service organisations. The demand for accountability from different stakeholders, including clients, has also made service quality a highly debated, researched and most powerful competitive trend shaping marketing and business strategy. Developing reliable measurement instruments of service quality and strategies for the improvement of service quality invariably become the most important responsibilities for managers in many organisations. In the absence of conceptual clarity on service quality, divergent views on the dimensionality of service quality and the lack of a psychometrically valid service quality measure in archival institutions, this study set out to develop and subsequently validate a measurement instrument to assess service quality in an archival institutional setting. The two research questions investigated in this study were: (1) what are the dimensions for measuring service quality in archival institutions, and (2) how can the dimensions of service quality in archival institutions be measured effectively. The methodology for this study involved a two-phased qualitative and quantitative analysis addressing these two research questions. The study followed the standard psychometric procedure for developing constructs. This research has resulted in the important findings and relevant conclusions for both academics and practitioners interested in service quality in the archival environment. The service quality measurement instrument formulated is called ARCHIVqual and has three dimensions, namely (1) security of information (with 4 items), (2) integrity of information (with 3 items) and (3) usability of information (with 2 items). Besides measuring service quality in the archival environment, ARCHIVqual will also serve as a tool for conducting periodic surveys thereby identifying specific problematic areas in archival institutions. / Graduate School for Business Leadership / DBL

This case study was undertaken from mid 2003 to December 2005. It investigates the influence of the Corporate Services Centre (CSC) on customer (patient) service quality in the East London Hospital Complex (ELHC). This approach was justified on the basis that even though most patients do not have enough knowledge of clinical practices in order to make an accurate assessment on their quality, the same patients would readily appreciate factors such as faster turnaround times, drug availability and cleanliness. The study focuses on both service providers and end users for a quality health service delivery by looking at the potential of the shared corporate services centre. This was done by identifying important areas for improvements, such as response times, waiting periods and other aspects of the various services. The ELHC was formed from the merger of Frere and Cecilia Makiwane Hospitals, with a distance of 26km between the two institutions. The complex itself was in its infancy stages, having had to go through a process of re-engineering, rationalisation and standardisation of the two hospitals. The study seeks to answer the following key question: What has been the contribution of the corporate service centres in relation to health care service quality? The study examines the impediments to the realization of full potential of the Corporate Services Centre (CSC) through expedited decision-making and improved turnaround times. The main functions of the CSC were Procurement and Asset Management; General Administration (including but not limited to Transport, Office equipment, Patient Administration, Office Support, and Professional Secretariat Support); Financial Management and Administration; and Human Resource Management and Human Resources Administration. The study recommends that the CSC, to justify its existence, needs to consult with the clinicians and the patients to better understand what their needs and aspirations are. The study also emphasizes that the CSC is there purely to remove the administrative load and ease the processes and the biggest mistake is to make it an authority over the hospital, instead of being a support. Finally, it was realized that a lot of structural changes, business processes and organisational cultural changes are essential if one wants to create an impact through shared corporate services.

This research was initiated due to declining customer satisfaction indices in the Southern region of Eskom, an electricity utility in South Africa. Given the link between customer satisfaction and purchase intentions, the sustainability of the business is at stake. The validity of the current MaxiCare survey tool is questioned and explored, as is the congruence of management and customers' perceptions regarding the key service quality constructs in the industry. The study's objective was to provide management with a reliable and valid customer satisfaction survey instrument as an alternate to the existing tool and to use the knowledge gained through the research process to recommend improvement strategies aimed at closing specific satisfaction gaps identified. The research was performed in two stages; firstly, semistructured interviews with customers and management to gain an understanding of the most important satisfaction dimensions. These influenced the design of a survey instrument based largely on the SERVPERF tool with the inclusion of importance ratings per item in the second stage. The quantitative survey results were used to assess the reliability and validity of the research and to suggest areas for future work. The results show that communication, quality of supply, assurance and price are uppermost in the consumer's mind. Tangibles are not significant and the inclusion of empathy is inconclusive. Management and customer perceptions at a macro level are closely aligned, however the two populations are not in agreement as to the underlying micro considerations. Similarly, the MaxiCare instrument is found to be valid as a macro indicator but lacks sufficient detail to be useful as a strategic tool and needs to be supplemented with additional sources of market information. The survey instrument used in the second phase is both descriptive and reliable but the number of factors it measures, the mix of items and the inclusion of the 'importance' dimension need further refinement to improve its validity. Future revisions of the tool will provide management with specific information that allows them to focus improvement strategies on disgruntled customers and their key service issues.

This research explores the role, which the construct, service quality plays in an internal marketing setting. This is achieved by evaluating the perceptions and expectations of the production department with regards to the service quality provided by the maintenance department of a South African motor vehicle manufacturer. This was done using the INTSERVQUAL instrument, which was found to be a reliable instrument for measuring internal service quality within this context. A positivist approach has been adopted in conducting this research. There are two main hypotheses for this study: the first hypothesis is concerned with the relationship between the overall internal service quality and the five dimensions of service quality namely: tangibles, empathy, reliability, responsiveness and reliability. The second hypothesis focuses on the relationship between the front line staff segments of the production department and the five dimensions of internal service quality. The results of this research suggest that the perceptions and expectations of internal service customer segments plays a major role in achieving internal service quality. In addition, the importance of the INTSERVQUAL instrument in measuring internal service quality within the motor vehicle manufacturing environment is confirmed.