M.Tech. / This study deals with the measurement of customer service quality in an industrial environment. The concept was to measure service quality and then develop a competitive strategy based on this. The mechanism used is the SERVQUAL model. Subsequently reengineering aspects of customer service based on the findings is proposed as a competitive advantage. The study is diagnostic in nature offering insights on the application of a well researched service quality model in an industrial environment. The study was undertaken due to the necessity and position that the research organisation found itself in. Critical factors, that shaped the business environment contributed to the choice of the research. These being : Change Customers Competitors Michael E. Porter shows, in his book Competitive Advantag, creating and sustaining superior performance, that two competitive advantages can be accessed by most organisations, these being cost leadership and differentiation. Adding to this three generic strategies enable competitive advantage(s) through : Cost leadership (low cost production) Differentiation Focus. Based on the above the first and the last strategy, cost leadership and focus respectively, was not feasible for the organisation. The first strategy failed the sustainability hurdle while the last strategy was not entirely applicable. The answer emanated in differentiating from competitors. It was decided to differentiate on customer service. Research was conducted through questionnaires derived from the SERVQUAL model. The original customer questionnaire was modified to suit the research context, an industrial environment. Primary data was gathered via face to face interviews from a sample of 70 customers and 30 employees inclusive of management. Subsequently data was analysed by the SPSS statistical package. Findings are discussed, supported by tables and figures. The conclusions of this study shows that : o The SERVQUAL model is valid and reliable in an industrial environment. o The customer service as it exists is deficient substantiated by negative SERVQUAL gaps. A reengineering intervention can be applied to specific areas based on the findings. The competitive advantage aspect of reengineering customer service in future using the present gaps asbenchmarks

No description available.

Abstract not available. / Thesis (MBA)-University of Natal, Durban, 2003.

This dissertation is based on the assumption that the Port Elizabeth Municipality should deliver essential services effectively, efficiently and economically so as to attain excellence in service delivery. The essential services dealt with in this study are electricity; refuse collection; sewerage; and water services. Attaining excellence in service delivery will lead the Port Elizabeth Municipality to improve and sustain the quality of life of the local inhabitants. The primary objectives of this dissertation include, inter alia: An historical analysis of delivery systems of the former government prior to 1994, which provides the primary reasons and purposes of delivery systems, and the effects on the Port Elizabeth Municipality. Reformation and transformation of South African local government since 1994, with particular reference to the Port Elizabeth Municipality. A normative model for service delivery, which is designed to accelerate service delivery in the local spheres of government, with special reference to the Port Elizabeth Municipality as the locus of this study. The nature, extent and evaluation of the existing service delivery by the Port Elizabeth Municipality from 1994 to 1999. An empirical survey is conducted in the form of questionnaires to the directors, heads of departments, senior managers, as well as councillors. Approaches and strategies for attaining excellence in service delivery, which include, inter alia: a government-business paradigm and an equilibrium approach. Lastly, a number of recommendations are made and conclusions are drawn based on the findings of the empirical survey in order to deliver essential services equitably, efficiently, effectively and economically to attain excellence in service delivery in the Port Elizabeth Municipality.

In this study the service quality from a Metropolitan Broker Division towards contracted brokers in the southern region was investigated. From the industry and competitor analyses it can be concluded that service quality has become an important factor in the financial service industry, especially in the insurance industry. It is therefore important to look at options to outperform competitors. The literature survey was aimed at improving the level of quality service to contracted brokers. Based on the information obtained through the literature study and survey, a guideline to assist a Metropolitan Broker Division to improve the level of service quality was developed. The purpose of the empirical study was to determine if the service that contracted brokers receive from the Metropolitan Broker Division is of an acceptable level. The answers from respondents were analysed and compared with findings from the literature study. Recommendations were formulated for improving the level of service quality towards contracted brokers. The empirical study results were satisfactory and informative. The positive responses identified can be utilised to strengthen the marketing strategies by Metropolitan Broker Division while attention should be given to the negative responses.

Submitted in fulfilment of the requirements of the degree of Master of Technology: Quality, Durban University of Technology, 2010. / Over the years, organisations have been criticised for implementing the ISO 9000 Quality Management Standards purely as a marketing strategy without any commitment to improving quality and customer satisfaction. This study aimed to investigate the effectiveness of the ISO 9001:2000 quality management standard on performance and customer satisfaction. The objectives of the study included determining the level of effectiveness of the ISO 9001:2000 quality management with respect to enhanced leadership, continuous improvement and customer satisfaction; ascertaining the extent to which ISO 9004 and other business improvement approaches that were used to improve the performance of the organisation and determining the level of customer complaints before and after ISO 9001:2000 certification. This research investigation involved the case study approach which utilised both the qualitative and quantitative methodologies. The latter involved the analysis of the organisation’s production and customer complaints data pre- and post ISO 9001:2000 certification as well as the responses to the closed-ended questions in the questionnaire, while the former entailed an analysis of the responses to the open-ended questions in the questionnaire and a search of the literature to corroborate the findings of this study. Thirty-one of the fiftytwo employees of the organisation completed and returned the questionnaire that was administered. This represented a 60% response rate. The responses to the questionnaire were influenced by the employees’ level of training, knowledge and experience of the ISO 9001 quality management standard. Thus, the results cannot be generalised to other ISO 9001 certified organisations. The pre- and post study revealed that the level of customer complaints decreased following ISO 9001:2000 certification. Analysis of the responses to the questionnaire indicated that the ISO 9001:2000 quality management standard was, in most instances, perceived to be effective in ensuring customer satisfaction, leadership and continuous improvement. For future research, it is recommended that researchers investigate the impact of continuous improvement teams and the introduction of appropriate business improvement approaches on organisational performance and customer satisfaction in ISO 9001 certified organisations.

published_or_final_version / Business Administration / Master / Master of Business Administration

Ng, Wai Hung Thomas. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2002. / Includes bibliographical references (leaves 103-112). / Abstracts in English and Chinese ; questionnaires in Chinese. / ABSTRACT (ENGLISH) --- p.i / ABSTRACT (CHINESE) --- p.iv / ACKNOWLEDGEMENT --- p.vi / TABLE OF CONTENTS --- p.vii / LIST OF TABLES --- p.ix / LIST OF FIGURES --- p.x / Chapter CHAPTER I --- INTRODUCTION --- p.1 / Chapter CHAPTER II --- LITERATURE REVIEW --- p.6 / Service Quality (SQ) --- p.6 / Conceptualizing SQ --- p.9 / SQ Perception Discrepancy between Employees and Customers --- p.14 / SQ Conceptualization Discrepancy / Discrepancy in Psychometric Properties of SQ scale / SQ Evaluation Discrepancy / Measurement Equivalence/Invariance(ME/I) --- p.19 / Testing Configural Invariance / Testing Factorial Invariance / Testing Unique Variance Equivalence / Testing Factor Variance Equivalence / Testing Intercept/Scalar Invariance / Testing Factor Correlations Equivalence / Testing Latent Means Equivalence / Chapter CHAPTER III --- OBJECTIVE --- p.25 / Chapter CHAPTER IV --- CONCEPTUALIZATION --- p.27 / SQ Conceptualization --- p.27 / Difference in Conceptual Model / Difference in Manifestation of Constructs (Dimensions) / Psychometric Properties of the Scale --- p.31 / Difference in Magnitude of Random Error / Difference in Perception Dispersion / Difference in Baseline Perception / SQ Evaluation --- p.35 / Difference in Interrelationships among Dimensions / Difference in Perceived SQ level / Summary --- p.39 / Chapter CHAPTER V --- METHODOLOGY --- p.41 / Data Collection --- p.41 / Survey Instrument / Interview / Method of Analysis --- p.42 / Testing Difference in Conceptual Model / Testing Difference in Manifestation of Constructs / Testing Difference in Magnitude of Random Error / Testing Difference in Perception Dispersion / Testing Difference in Baseline Perception / Testing Difference in Interrelationships among Dimensions / Testing Difference in Perceived SQ level / Other Methodologies in Examining ME/I --- p.51 / Chapter CHAPTER VI --- RESULTS --- p.56 / SQ Conceptualization --- p.59 / Difference in Conceptual Model / Difference in Manifestation of Constructs / Psychometric Properties of the Scale --- p.68 / Difference in Magnitude of Random Error / Difference in Perception Dispersion / Difference in Baseline Perception / SQ Evaluation --- p.75 / Difference in Interrelationships among Dimensions / Difference in Perceived SQ level / Summary of Results --- p.77 / SQ Conceptualization / Psychometric Properties / SQ Evaluation / Chapter CHAPTER VII --- DISCUSSION AND CONCLUSION --- p.85 / Managerial Implications --- p.85 / Using Employees Information / Training / Methodological Merits --- p.90 / Measurement Non-invariance as a Source of Information --- p.92 / Future Direction: / Application of the Multiple Forms of Discrepancy --- p.94 / Conclusion --- p.95 / APPENDIX --- p.96 / Chapter 1A. --- Employees Survey Questionnaire --- p.96 / Chapter 1B. --- Customers Survey Questionnaire --- p.99 / Chapter 2. --- Item Patterns of Three Testing Models --- p.102 / REFERENCES --- p.103

Abstract available in attached PDF document. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2006.

The accounting higher education sector is becoming increasing competitive, with institutions jostling for position in the eyes of prospective students. Without adequate attention to the quality of education provided, little headway will be possible, and the institution will have to settle for second, or even third, place in the student's mind. Institutions cannot rely on past successes to attract top students, and a new approach is needed. This research presents a possible answer to the quality problem faced at the University of Kwazulu-Natal (Pietermaritzburg campus) in the School of Accounting. It involves the use of SERVQUAL to measure students' satisfaction levels with the quality of service and education received. The approach involves gathering students' perceptions, analyzing them, and making suggestions about the correct path to follow in a bid to enhance the institution's standing in the accounting community. / Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.