Submitted in partial fulfilment of the requirements for the Degree of Masters in Business Administration (MBA), Business Studies Unit, Durban University of Technology in the Faculty of Commerce, 2008 / The conditions for doing business are changing rapidly. In the last decade, the resin market has witnessed a substantial growth and rapid changes globally as well as domestically. Customer satisfaction is a critical issue in the success of any business system, hence, one of the key challenges of this market is how to satisfy and retain their customers. This issue is strongly related to how service quality is managed and which holds a significant importance to customers’ satisfaction and their perceived performance of companies. In order for companies to survive and grow, they must find new ways of thinking, which has led to doing marketing researches, especially those related to customer satisfaction. In this study, the SERVQUAL model was employed to establish the customers’ perceptions versus their expectations of service quality at Cray Valley Resins. Both primary and secondary data were used to inform this particular research. The research was quantitative in nature and conducted in the form of a self-administered survey. The type of study used was the cross-sectional analytical survey method. The summary of the findings reveals that the dimensions with the highest expectation were tangibles followed by responsiveness. Coincidently these two dimensions also had the largest gap scores. The overall mean gap score (-0.326) is relatively small. Thus, it can be concluded that although the customers hold a good opinion of the quality of the services provided, expectations of the services were higher.

Submitted in partial fulfilment of the requirements for the Degree of Masters in Business Administration (MBA), Business Studies Unit, Durban University of Technology in the Faculty of Commerce, 2008 / The conditions for doing business are changing rapidly. In the last decade, the resin market has witnessed a substantial growth and rapid changes globally as well as domestically. Customer satisfaction is a critical issue in the success of any business system, hence, one of the key challenges of this market is how to satisfy and retain their customers. This issue is strongly related to how service quality is managed and which holds a significant importance to customers’ satisfaction and their perceived performance of companies. In order for companies to survive and grow, they must find new ways of thinking, which has led to doing marketing researches, especially those related to customer satisfaction. In this study, the SERVQUAL model was employed to establish the customers’ perceptions versus their expectations of service quality at Cray Valley Resins. Both primary and secondary data were used to inform this particular research. The research was quantitative in nature and conducted in the form of a self-administered survey. The type of study used was the cross-sectional analytical survey method. The summary of the findings reveals that the dimensions with the highest expectation were tangibles followed by responsiveness. Coincidently these two dimensions also had the largest gap scores. The overall mean gap score (-0.326) is relatively small. Thus, it can be concluded that although the customers hold a good opinion of the quality of the services provided, expectations of the services were higher.

Prof. W.J. Schurink

by Chan Wai Man. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2000. / Includes bibliographical references (leaves 69-76). / Abstracts in English and Chinese. / LIST OF ILLUSTRATION --- p.iv / LIST OF TABLES --- p.v / Chapter CHAPTER I - --- INTRODUCTION --- p.1 / Chapter 1.0 --- Overview --- p.1 / Chapter 1.1 --- The Rationale --- p.1 / Chapter 1.2 --- The Purpose --- p.3 / Chapter 1.3 --- Significance of This Study --- p.3 / Chapter 1.4 --- Outline of This Paper --- p.4 / Chapter CHAPTER II - --- REVIEW OF LITERATURE AND MODEL DEVELOPMENT --- p.5 / Chapter 2.0 --- Overview --- p.5 / Chapter 2.1 --- What is Service Encounter --- p.5 / Chapter 2.2 --- The Role of Temporal Dimensions of Service Encounters --- p.8 / Chapter 2.2.1 --- Duration and Frequency --- p.8 / Chapter 2.3 --- The Conceptual Model --- p.11 / Chapter 2.3.1 --- "The Causal Relations among Duration, Frequency and Authentic Understanding" --- p.17 / Chapter 2.3.2 --- "The Causal Relations among Duration, Frequency and Perceived Familiarity" --- p.20 / Chapter 2.3.3 --- "The Causal Relations among Duration, Frequency and Efficiency" --- p.21 / Chapter 2.3.4 --- "The Causal Relations among Authentic Understanding, Familiarity, Efficiency and Service Evaluation" --- p.24 / Chapter 2.3.5 --- Summary --- p.27 / Chapter CHAPTER III - --- METHODOLOGY --- p.28 / Chapter 3.0 --- Overview --- p.28 / Chapter 3.1 --- Research Design --- p.28 / Chapter 3.2 --- Manipulations --- p.29 / Chapter 3.3 --- The Sample and the Sampling Procedure --- p.29 / Chapter 3.3.1 --- The Sample --- p.29 / Chapter 3.3.2 --- Sampling Procedure --- p.29 / Chapter 3.4 --- Data Collection Procedures --- p.30 / Chapter 3.5 --- Operationalization of Constructs --- p.31 / Chapter 3.5.1 --- Service Evaluation (EVA) --- p.31 / Chapter 3.5.2 --- Authentic Understanding (UN) --- p.32 / Chapter 3.5.3 --- Perceived Familiarity (FAM) --- p.32 / Chapter 3.5.4 --- Efficiency (EFF) --- p.32 / Chapter 3.6 --- Data Analysis --- p.33 / Chapter 3.6.1 --- Manipulation Checks --- p.33 / Chapter 3.6.2 --- MANOVA analysis --- p.34 / Chapter 3.6.3 --- MANOVA by Structural Equation Modeling --- p.34 / Chapter 3.7 --- Research Activities --- p.36 / Chapter 3.7.1 --- Pretest 1 --- p.36 / Chapter 3.7.2 --- Pretest 2 --- p.38 / Chapter 3.7.3 --- The Main Study --- p.39 / Chapter 3.8 --- Summary --- p.39 / Chapter CHAPTER IV - --- RESULTS AND DISCUSSION --- p.40 / Chapter 4.0 --- Overview --- p.40 / Chapter 4.1 --- Manipulation Check --- p.40 / Chapter 4.2 --- MANOVA analysis --- p.40 / Chapter 4.3 --- MANOVA by Structural Equation Modeling --- p.45 / Chapter 4.3.1 --- Results --- p.47 / Chapter 4.3.2 --- Model Evaluation --- p.51 / Chapter 4.4 --- Discussion --- p.55 / Chapter 4.5 --- Summary --- p.58 / Chapter CHAPTER V - --- CONCLUSION --- p.59 / Chapter 5.0 --- Overview --- p.59 / Chapter 5.1 --- Summary of the Research --- p.59 / Chapter 5.2 --- Contributions of the Study --- p.61 / Chapter 5.2.1 --- The Theoretical Contributions --- p.61 / Chapter 5.2.2 --- The Managerial Implications --- p.62 / Chapter 5.3 --- The Limitations --- p.65 / Chapter 5.4 --- Future Research --- p.67 / Chapter 5.5 --- Summary --- p.68 / THE REFERENCE --- p.69 / Appendices --- p.77

Thesis (MBA)--Stellenbosch University, 2007. / ENGLISH ABSTRACT: Within the realm of business it is about the triple bottom line and being able to sustain the viability of the profits that accrue. Yet, business cannot exist without customers and therefore customer satisfaction is a key to long term business relationships. If a business considers customer satisfaction to be important, then a mechanism for the measurement of the customer's satisfaction needs to be determined and monitored; thereby enabling improvements and continued support. This has resulted in the establishment of the customer relationship marketing (CRM) concept. Many businesses embark on a marketing drive without any means of measurement and control of the customer relationship. This document gives direction in the implementation and application of a customer satisfaction program (CSP). Some of the well known customer satisfaction index programs are discussed. These focus on creating a common measurement for international, national, regional and individual companies. These are discussed as background to the process of developing a CSP. Aspects that are investigated are leadership, management, development and implementation of a CSP. Consideration is given to the various aspects of questionnaires and how they can influence respondents' answers. Furthermore the emotional aspects of customers are also considered. No program is complete without considering the future and what that might hold for business and hence any program that assists with maintaining business relationships. Therefore a look into what the future of CSP's could be is also discussed in general. Finally, a set of flow diagrams are presented that summarise the various aspects that should be considered when developing and implementing a CSP. The various steps can assist in focussing an organisation in its introduction of such a program. This document is by no means complete, however, it is a foundation upon which a successful CSP can be built. / AFRIKAANSE OPSOMMING: Binne die gebied van besigheid gaan dit oor die winsgrens en die volhouding van lewensvatbare winste. Tog kan geen besigheid 'n bestaansreg he sonder kliente nie en dus is klientebevrediging die sleutel tot langtermyn besigheidsverhoudings. As 'n besigheid klientebevrediging as belangrik beskou, dan moet daar 'n meganisme bepaal word waardeur klientebevrediging gemeet en gemonitor kan word sodat dit kan lei tot verbeteringe en volhoudende ondersteuning. Die uitvloeisel hiervan is die konsep van klienteverhoudingsbemarking. Menige besigheid het op bemarkingstogte gegaan sonder enige meting van of beheer oor die klienteverhoudings. Hierdie dokument dui die rigting aan in die implementeering en toepassing van 'n klientebevredigingsprogram. Verskeie van die welbekende klientebevredigingsindeksprogramme word bespreek. Die programme fokus op die skepping van 'n gemeenskaplikke meting vir internasionale, nasionale, streeks en individuele besighede. Hulle word bespreek sodat 'n fundament gele kan word vir die ontwikkeling van 'n klientebevredigingsprogram. Die aspekte wat ondersoek word is, leierskap, bestuur, ontwikkeling en implementering van 'n klientebevredigingsprograrn. Oorweging word gegee aan verskeie aspekte van meningspeilingvraestukke en hoe hulle respondente kan beinvloed. Verder word die emosionele aspekte van kliente ook oorweeg. Daar word ook aandag geskenk aan wat die toekoms moontlik kan wees ten opsigte van klientebevredigingsprogramme. Laastens, word 'n stel vloeidiagramme voorgele wat die verskeie aspekte saamvat waarna gekyk moet word wanneer 'n klientebevredigingsprogram oorweeg word. Die verskeie stappe kan help met rigtingbepaling wanneer 'n organisasie dit oorweeg om so 'n program bekend te stel. Hierdie dokument is geensins volledig en kan as 'n fondasie beskou word waarop 'n suksesvolle klientebevredigingsprogram gebou kan word.

published_or_final_version / Business Administration / Master / Master of Business Administration

Submitted in partial fulfillment of the requirements for the Master's Degree in Technology: Business Administration, Durban University of Technology, Durban, 2007. / Organizations in the service sector had to make a radical shift in their strategy to embrace customer-centered philosophies in order to maintain a sustainable business. Without realignment to the new demands and with ever increasing pressures, a superlative customer service cannot be achieved. Companies are increasingly placing greater emphasis on customer satisfaction. Customers are becoming more and more sophisticated due to globalization. Customers are no more buying a product alone, but an accompanying service satisfaction. There appears to be a huge gap between perceived and expected service levels. A concerted effort should be made to either narrow or eliminate this gap. DuPont Performance Coatings is a major supplier of coatings to the automotive industry. It was, therefore, necessary to measure Toyota South Africa Manufacturing's perception of service quality provided by DuPont Performance Coatings. Once the levels of customer satisfaction within Toyota South Africa Manufacturing are measured, it could be used as a basis for recommendations towards improving the service levels of DuPont Performance Coatings. The study involves the use of the SERVQUAL instrument in order to ascertain any actual or perceived gaps between customer expectations and perceptions of the service offered. The study also determines how the management of service improvement can become more logical and integrated with respect to the prioritized service quality dimensions and their strategy to decrease service quality gaps. On behalf of DuPont Performance Coatings, the research objectives were, firstly, to identify Toyota South Africa Manufacturing's expectations in terms of quality services provided; secondly, to ascertain the perceptions of Toyota South Africa Manufacturing towards the service provided by DuPont Performance Coatings; thirdly, to measure the gaps between the expectations and perceptions by Toyota South Africa Manufacturing, using the SERVQUAL score, and, finally to calculate and measure the score of the five SERVQUAL dimensions. The researcher has opted for a census because the entire population that deals with DuPont Performance Coatings is relevant. Each member of the population was classified in certain biographical variables. Eighty respondents were surveyed, using the SERVQUAL questionnaire, and the data were analyzed using descriptive and inferential statistical techniques. The study showed that Toyota South Africa Manufacturing's expectations of service quality exceeded their perceptions on the five service quality dimensions used in the SERVQUAL questionnaire. The smallest dimension gap score proved to be tangibles, while the largest gap score in the study proved to be reliability, followed by assurance. / M

In today's globalised market, quality and productivity are essential for the survival and growth of any organisation. For service companies, the encounters between customers and company employees are a critical component of this service quality. These factors depend on the successful attraction and retention of customers. The customer has therefore become the focus for any successful business. Business success depends on organisat ions understanding and meeting customers ' expectations and demands. This study measures the dimensions of service encounters as perceived by customers of Vodacom Lesotho. The current level of service encounter quality and satisfact ion is measured for Vodacom Lesotho customers who use the company's contact centres (popularly known as Vodashops). The study reveals that customers are very keen to be involved in service improvement programs . Empirical testing identified that although the quality of network coverage is not part of the service encounter, it is very important in the customer satisfaction with the service encounter . This study has developed the following recommendations that will ensure the improvement of service encounters at Vodacom Lesotho: • Vodacom Lesotho needs to involve customers in their service design processes . • Front-line employees should be hired on their abilities to perform customer service encounters and they should continuously receive relevant training . • Customers need to be educated about the services offered by Vodacom Lesotho. The results of this study have supported the objectives of this study and it can be concluded that Vodacom Lesotho needs to improve service quality to ensure customer satisfaction . / Thesis (MBA)-University of Natal, 2003.

With the several changes taking place in the retail, wholesale, manufacturing and academic sectors of pharmacy, the practice of pharmacy is becoming a challenging one in South Africa. As a result of this, it is important to prove to the government as well as to other health care professionals that pharmacy can do more than deliver a supply function. This would involve the pharmacist becoming more committed to the quality of service and value (irrespective of the sector), and in so doing raise the overall standard of the profession. This research involves a survey amongst 100 customers who live in the Pinetown area. It investigates service quality in a retail pharmacy by using the SERVQUAL instrument as a measuring tool. It involved assessing respondents expectations and perceptions of service quality in retail pharmacy. The respondents indicated that understanding patient needs, assurance, reliability, efficiency, tangibles, attention and staff presentation were important factors that they expected from service of any retail pharmacy. With respect to the service provided by Pinelands pharmacy, respondent perceptions of service quality included patient individualisation, pharmacy staff competence, efficiency, staff presentation and convenient operating hours, aesthetic appeal and a modern pharmacy. / Thesis (MBA)-University of Natal, Durban, 2003.

The main objective of this study was to critically investigate the mediating role that the use of mobile technology plays in the linkage between customer satisfaction and customer loyalty in a semi-urban environment. The research problem focused on the application of mobile technology in the linkage between customer satisfaction and customer loyalty in the clothing industry in King Williams Town. In accomplishing this objective, this research study hypothesised that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty of customers of clothing retailers in South Africa. Multiple regression was conducted to test for the first hypothesis. The first secondary objective aimed at establishing if there is disconfirmation between customer expectations and the performance of clothing retail outlets in King Williams Town. In exploring this objective, it was hypothesised that there is negative disconfirmation between customer expectations and performance. A paired sample test was conducted to test for this hypothesis. In addition, the influence of service quality and customer satisfaction on customer loyalty was explored. To accomplish these, it was hypothesised that both service quality and customer satisfaction have an influence on customer loyalty. Pearson’s Correlation and the Chi-Square Test were applied to test the influence of service quality and Customer satisfaction on Customer loyalty. Data was analysed using the Statistical Package for Social Sciences (SPSS) statistical software. Regression analysis, chi-square tests, Paired sample tests and correlation reports were used to analyse data inferentially. Reliability and validity of the research was also tested using Cronchbach’s alpha test. The results show that mobile phones have become a basic necessity for customers and that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty; however, the mediation is partial. The results also show that there is positive disconfirmation between customer expectations and retailer performance; that both service quality and customer satisfaction have a positive correlation with customer loyalty and that mobile technology enhances customer loyalty. Finally, the results show that the total service experience of customers is favourable vii because the five components of service quality were rendered at a high level of service quality. The study offers several managerial recommendations. Firstly, retail managers should make strategic investments in mobile technology and use this technology to the full to reap the benefits of technologically advanced mobile communication. Secondly, managers should be creative in their use of this mobile technology to enhance customer satisfaction and, hence, customer loyalty. Thirdly, managers should prioritise the improvement of all five components of service quality in order to enhance customer loyalty. Finally, managers should provide a customer-centred service experience that exceeds customer expectations for service quality and mobile communication, one that maximises customer satisfaction and loyalty. The implementation of these recommendations could result in clothing retailers providing a customer-focused service experience in all five aspects of service quality. To successfully implement these recommendations, clothing retailers should: ensure that expectations created, could be accomplished or exceeded to build and enhance customer satisfaction; create expectations that are realistic to avoid negative disconfirmation and hence customer dissatisfaction; implement innovative and creative mobile communication strategies to build and enhance customer loyalty; and finally, improve loyalty programmes to enlarge the customer base.