Quality of service becomes the main avenue that could be used to gain sustainable competitive advantage. This is due to the fact that the environment within which organisations operate continues to change with respect to customer expectations. The financial sector, in particular the banking industry is not left behind and players in this industry also strive to “up their game” in the competitive market-place. It has become increasingly important for organisations to find ways, not only to reach the top, but to maintain on-going long-term relationship with their customers. This can result in long-term benefits, both for the organisation (by improving marketing productivity) and for the customer (by delivering better quality products). This paper assesses the perception the Business clients/ customers within a business banking environment have about relationship management by Meeg bank in East London branch town of Eastern Cape. A literature survey was undertaken into the importance of Customer Relationship by bank. Questionnaires were sent to all employees of the business clients for their views on Customer Relationship Management (CRM). The result the show importance of the commitment of all employees’ especially senior management is essential for the success of CRM efforts in improving the quality of service offered by an organisation. The research also confirmed the importance of having wide range of options in form of products offered. This will not only benefit the bank in terms of higher profits, but will give the bank the competitive advantage in the market place.

South African Mobile network industry has seen many developments since its inception in 1994. When mobile technology was introduced in this country, the first two mobile network operators, namely Vodacom and MTN, enjoyed vast benefits of being early entrance in this business space and they grew at rate that was much faster than they themselves had expected. As expected, in the past five years this growth rate has slowly diminished due to various economic factors; these factors included increase in Government regulations, increase in number of players in the mobile network space and ever evolving technology. The mobile network operators saw interconnect fees, which amounted to fifteen per cent of total revenue for each of these operators, being reduced by more than half, with Government foreseeing total removal of these fees. At the same time, the number of competitors grew from one to three within a period of five years forcing all operators, especially Vodacom and its Vodashops, to search for winning strategies that could ensure retention of their customers thus their revenue. Therefore, the intention of this research is to investigate various strategies that are suitable and can be implemented for one of the Vodashops in Cape Town, namely Canal Walk Vodashop, to ensure that this store manages to retain and possibly grow its existing customers. The investigation led the researcher to find that, in a situation where the affected organisation is at the maturity level of the business, as it is the case with the selected store, the most effective strategy to retain and grow customers is the customer service strategy. This strategy includes various elements which are very important to its success; these elements include providing job specific skills to employees, designing and implementing suitable processes and creating best value for customers on products and services that the company offers. The research was achieved by following the approach below: • A literature study was done in order to determine the key elements of an effective customer service strategy; • A survey of literature focusing specifically on employee skills development, design and implementation of processes and creation of value for the offered products and service; • Insights of customers from the selected Vodashop were obtained via interviews to determine their perception on products and services offered; and • Lastly, interview results were analysed to determine the areas of improvement and also what customer service strategies are suitable for highlighted problems. Through this research, various customer service strategies that must be consistently and continuously executed in order to achieve this excellent customer service were recommended. The recommended strategies include training and development of employees, design and implementation of processes that are aligned to the selected Vodashop and also to the needs and expectations of customers.

The purpose of this research study is to investigate the correlation between the level of customer satisfaction and demographic data. The correlation between the level of customer satisfaction towards THAI'S reservation staff and customer's attitude, and the communication behavior of THAI's reservation staff.

This project develops and analyzes a business plan for Media Benefits Corporation, a subsidiary of First Entertainment Credit Union. The business plan will address the recent trend to move certain services back to the credit union and make recommendations as to how Media Benefits Corporation should continue to exist. Issues concerning liability will also be addressed in the plan.

Thesis (MPA.) -- University of Limpopo, 2022 / Policy development and management remains the subject of boardrooms and societal preoccupation. This is precisely because policies are a vehicle for customer service and service delivery. For any product or service that is produced or consumed or used, there must be certain standard operating procedures, processes, and protocols generated and developed to produce or deliver that product or service to the users (consumers) who are mainly the people. Therefore, policy implementation is the framework that guides processes and procedures to deliver services and products to the people. Thus, this study focuses on the policy implementation process. The aim of the study was to investigate public policy implementation, with a focus on the indigent policy in a local municipality. A qualitative study was undertaken to investigate implementing the indigent policy in the Greater Tzaneen Local Municipality, hereafter referred to as the Greater Tzaneen Municipality. A non-probability sample frame was used where purposive samples were drawn from among municipal administrators (staff), ward committee members, community development workers, politicians (Councillors), indigent beneficiaries, and ordinary community members of the Greater Tzaneen Municipality. Data was collected using semi-structured open-ended question interview guide. In-depth, face-to-face (one-on-one) and telephonic interviews were conducted with the director responsible for finance and the councillor responsible for the social cluster portfolio in the Greater Tzaneen Municipality respectively. Focus group discussions including the officers (staff) responsible for the management and delivery of the indigent services in the Greater Tzaneen, the ward committee members, the community development workers (six), the ward councillors (six), community members and the indigents (six) of the Greater Tzaneen Municipality were also conducted. The participants were organised into Groups A, B, and C for efficient data management. There was a total complement of 20 participants and respondents. This study used the 5C Protocol plus the sixth C, hereinafter also referred to as the Protocol, to investigate implementing the indigent policy in the Greater Tzaneen Municipality. Findings and recommendations deduced from the study mainly highlight the positive or negative outcomes of compliance, namely, lack of capacity to measure water and sanitation in rural areas; policy content well designed and packaged; context variable still needs more attention to cite but a few

Thesis (D. Tech.) -- Central University of Technology, Free State, 2007 / In the face of international crime and terrorism, private security together with public policing and the military is playing a crucial role. The domain of private security is a fairly neglected field of study, especially in South Africa, making this investigation a substantial contribution. With the focus on the impact of organisational culture on the levels of service delivery in South Africa’s largest security company, Group4 Securicor (G4S), a model is proposed for aligning organisational culture with levels of service excellence within the company. Data was collected by means of a structured questionnaire with a preceding pilot study. The Competing Values Framework (CVF) and the Baldrige criteria served respectively as guideline for the development of the culture and quality sections of the questionnaire. Although organisational culture and service excellence are well-researched topics, no other investigation applies these aspects to the private security industry. The results show that organisational cultural impacts on service excellence in G4S.

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.

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. / Customer satisfaction, customer value and service quality have become the primary focus of service organisations in today’s customer era. The higher education industry is no different. As higher education institutions strive for competitive advantage, customer service and service quality are becoming driving forces. Today, service quality is recognized as one of the most important factors in developing and maintaining successful relationships. Superior service quality leads to enhanced customer satisfaction and increased loyalty. Institutions that focus on superior quality service can enjoy a distinctive competitive edge since improved levels of service quality are linked to higher revenues, higher customer retention and increased market shares. The aim of this research study was to evaluate customer service quality at Varsity Colleges in Westville and Durban North. The SERVQUAL questionnaire was used as the instrument to measure students’ expectations and perceptions according to five quality dimensions. Four hundred and fifty one respondents were selected from the two campuses using non-probability sampling and convenience sampling. Descriptive and inferential statistical techniques were used to analyse the data. Conclusions and recommendations were made from the findings of the research study. The study revealed that students’ expectations of service quality exceeded their perceptions on the five service quality dimensions used in the SERVQUAL questionnaire. Improvements are necessary in certain dimensions of service quality. In order to improve service quality, it is recommended that Varsity Colleges close these gaps by ensuring that apt strategies are put into place in order to improve service quality.

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.