Submitted in fulfillment of the requirements for the Masters in Business Administration--Durban University of Technology, 2009. / The South Africa alcohol industry is one of the most challenging and competitive sectors of the FMCG. With the strong presence of international brands, the local spirits environment is seemingly becoming tough and uncertain, due to products and prices reaching parity. Organisations within this monopolized industry are faced with intense competition and are seeking ways to differentiate themselves from the competition. One of the differentiating factors being considered by the organisation under study is improving its service delivery. The aim of this study is to evaluate customer expectations and perceptions of service quality at Edward Snell & Co Ltd. within the greater Durban area. This report has reviewed current literature and opinions about customer service, and has also reviewed factors such as customer service, service characteristics and its measurement. The report also covers data analysis, data collection, and questionnaire design in the research methodology chapter. The analysis of the results reveals important gap findings amongst the tangibles, reliability, responsiveness, assurance and empathy dimensions of service quality. Finally, in order to improve the levels of customer service at Edward Snell & Co Ltd., recommendations such as regular service quality measurements, education of the organisation’s workforce and other general recommendations are included in the study.

Dissertation submitted in fulfilment of the requirement for the Masters Degree in Technology: Marketing, Durban University of Technology, 2011. / Abstract Over the past few years, higher education institutions (HEI’s) have experienced dramatic changes, in their structuring, funding and student numbers. The tertiary education sector in South Africa faces many new challenges, including, more recently, various mergers and the transformation of technikons into universities of technology. This transformation as not only brought about a change of status in these institutions, but also the mergers of intrinsically different institutions. The broadening of access to higher education under the present government policy has seen a growth in the number of international student applications to tertiary institutions. In an increasingly competitive market for international students, institutions need to provide an optimum service. International students’ perceptions of HEI’s facilities and services are becoming more important. It is apparent that there is a need to measure international students’ expectations and perceptions of service quality at the Durban University of Technology (DUT). The aim of this study was to investigate customer service quality at DUT. The objectives of this study were: to determine international students’ expectations of customer service at DUT; to evaluate international students’ perceptions of customer service at DUT; to identify any gaps between expectations and perceptions of customer service at DUT; and to identify customer service expectation and perception differences according to biographical variables. The instrument used to assess the international students’ expectations and perceptions of service quality was the SERVQUAL questionnaire, measuring expectations and perceptions according to the five quality dimensions. For the purposes of this study, a census was conducted. Hence, a survey was conducted among all international students enrolled in the 2010 academic year. One hundred and ninety two international students were surveyed using the SERVQUAL questionnaire. 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 international students’ 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 and reliability, both being equal, while the largest gap score of the study proved to be empathy followed by assurance and responsiveness. Therefore, it is recommended that DUT attend to these gaps and ensure that necessary strategies are implemented so that international students receive a high level of service quality in all areas of the service dimensions.

Submitted in fulfillment of the requirement for the Masters Degree in Technology: Marketing, Durban University of Technology, 2013. / South Africa is experiencing an expansion of pharmacy chains. Globalization and deregulations have increased competition within the retail pharmacy sector. In this highly competitive sector, the most important strategy for a pharmacy chain to obtain customer satisfaction and maintain market profitability is attributed to customer-focus. The pharmacy chain needs to ensure that the customer remains the cornerstone of their business strategy and that they are able to “delight†the customer. Customer satisfaction has many benefits for the pharmacy chain, such as higher revenues, higher customer retention and increased market shares. Superior service quality and customer satisfaction must be promoted and maintained in order for the pharmacy chain to be the pharmacy of choice. The aim of this study is to measure levels of customer satisfaction at a selected pharmacy chain within the greater Durban area. The instrument to assess the customer’s expectations and perceptions of customer satisfaction is the SERVQUAL questionnaire, measuring expectations and perceptions according to five quality dimensions. These quality dimensions include tangibles, reliability, responsiveness, assurance and empathy. Four hundred customers were surveyed using the SERVQUAL questionnaire. The respondents were selected using non-probability sampling within which convenience sampling was applied. Data is analyzed using descriptive and inferential statistical techniques. Conclusions and recommendations are drawn from the literature and the findings of the study. The study shows that customers’ expectations exceeded their perceptions on the five service quality dimensions used in the SERVQUAL questionnaire. Improvements are necessary in certain customer satisfaction dimensions. Therefore, it is recommended that the selected retail pharmacy chain attend to these gaps and ensure that necessary strategies are implemented in order to offer superior customer service in the face of growing competition. / M

Dissertation submitted in fulfillment of the requirement for the Masters Degree in Technology: Marketing, Durban University of Technology, 2011. / The aim of this study was to investigate customer service quality at DUT. The objectives were: to identify students’ expectations of service quality in sport at the DUT; to determine students’ perceptions of the service quality in sport at DUT; to determine the gap between expectations and perceptions; and to analyse the relationship between selected biographical characteristics and expectations and perceptions of students, using a questionnaire developed from the SERVQUAL instrument. A total of 400 students have completed the survey during the period May 2010 to June 2010. Data were analysed using descriptive and inferential statistical techniques. Several service quality dimensions were identified and as expected, students’ experiences of service delivery fell short of their expectations particularly for the dimension. All the service quality dimensions in the students’ surveys of sport at the DUT contain negative mean gap scores. From these findings the Sports department at the DUT can identify more specifically the failures in its service quality and seek to improve upon them. Service quality dimensions that are deemed to be good predictors of service quality for students of the DUT sport offering have been related to factors such as the “Tangibility”, Reliability”, “Responsiveness”, “Assurance” and “Empathy. It can be observed that all these dimensions have highly negative mean gap scores. Consequently, the Durban University of Technology will have to address these dimensions more precisely in its attempt to improve its service quality, especially the “Reliability” Dimension, which has emerged as the most important service quality predictor.

Dissertation submitted in fulfillment of the requirement for the Masters Degree in Technology: Marketing, Durban University of Technology, 2011. / The aim of this study was to investigate customer service quality at DUT. The objectives were: to identify students’ expectations of service quality in sport at the DUT; to determine students’ perceptions of the service quality in sport at DUT; to determine the gap between expectations and perceptions; and to analyse the relationship between selected biographical characteristics and expectations and perceptions of students, using a questionnaire developed from the SERVQUAL instrument. A total of 400 students have completed the survey during the period May 2010 to June 2010. Data were analysed using descriptive and inferential statistical techniques. Several service quality dimensions were identified and as expected, students’ experiences of service delivery fell short of their expectations particularly for the dimension. All the service quality dimensions in the students’ surveys of sport at the DUT contain negative mean gap scores. From these findings the Sports department at the DUT can identify more specifically the failures in its service quality and seek to improve upon them. Service quality dimensions that are deemed to be good predictors of service quality for students of the DUT sport offering have been related to factors such as the “Tangibility”, Reliability”, “Responsiveness”, “Assurance” and “Empathy. It can be observed that all these dimensions have highly negative mean gap scores. Consequently, the Durban University of Technology will have to address these dimensions more precisely in its attempt to improve its service quality, especially the “Reliability” Dimension, which has emerged as the most important service quality predictor. / M

Thesis (M.Tech.: Marketing)-Dept. of Marketing, Durban University of Technology, 2006 xiii, 140 leaves / Retailing in South Africa is one of the most challenging and competitive sectors. The South African retail business environment is seemingly becoming tough and uncertain, with intense competition from both domestic and international companies. South Africa has a varied and fascinating retailing landscape. A feature that retailers need to understand is the different demographics of the South African population and consumers from different races; this resulted in inadequate shopping facilities in the black townships and an oversupply in the traditionally white areas. Gaining access to new markets in South Africa is one of the challenges facing the retail sector. The purpose of this study is to evaluate customer service at Pick’ n Pay stores in selected shopping malls within the greater Durban area. It examines the opinions and perceptions of customers from selected shopping centres.

Dissertation submitted in fulfillment of the requirement for the Master Degree in Technology: Marketing, Durban University of Technology, 2010. / China was the world’s third-largest producer of cars in 2006, and also the third-largest producer of “motor vehicles”. Great Wall Motor Company Limited (GWM) is the largest privately-owned automotive manufacturer in China. It was among the Top 500 Enterprises of China in 2004 and one of the best brands in the national automobile range. One of the more prominent industries in South Africa is the automobile industry. A high level of customer service is of paramount importance due to the competitive nature of this industry. Poor service at GWM service centres has created a negative perception amongst customers. GWM service centres do not appear to provide a satisfactory level of service for customers. The purpose of the study is to investigate customer perceptions of service quality at GWM service centres in the greater Durban area. In this research, the literature survey defined the service quality “gap” at GWM service centres, identified the role of effective communication in the service delivery system, measured the variables affecting current service delivery using the SERVQUAL instrument, and prioritized the importance of the factors influencing service delivery at GWM service centres. The analysis of the results revealed important findings. The results demonstrated that, in each of the five SERVQUAL dimensions, there was a negative quality gap. Improvements are needed across all five dimensions. Specific recommendations have been made to improve the levels of customer service quality at GWM service centres.

Thesis (M.Tech.: Marketing)-Dept. of Marketing, Durban University of Technology, 2006 xiii, 140 leaves / Retailing in South Africa is one of the most challenging and competitive sectors. The South African retail business environment is seemingly becoming tough and uncertain, with intense competition from both domestic and international companies. South Africa has a varied and fascinating retailing landscape. A feature that retailers need to understand is the different demographics of the South African population and consumers from different races; this resulted in inadequate shopping facilities in the black townships and an oversupply in the traditionally white areas. Gaining access to new markets in South Africa is one of the challenges facing the retail sector. The purpose of this study is to evaluate customer service at Pick’ n Pay stores in selected shopping malls within the greater Durban area. It examines the opinions and perceptions of customers from selected shopping centres.

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.