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Klantediens as funksie van bemarkingsproduktiwiteit vir vervaardigers van vinnigbewegende verbruikersgoedere20 August 2015 (has links)
M.Com. / Please refer to full text to view abstract
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Customer service expectations in retail banking in South AfricaMoller, Diedre 28 October 2008 (has links)
Customer satisfaction and retention are critical for retail banks. Service quality
is a major determinant of customer satisfaction, and is increasingly being seen
as a key strategic differentiator within the financial services sector worldwide.
However, little is known about service quality in an African context for retail
banking.
This research assesses customer expectations based on service quality factors
for retail banks across ten countries in Africa. Specifically, the objectives are to
determine whether cross-national differences in customer service expectations
exist in the African retail banking sector, what the relative importance of key
service dimensions in African retail banking are, and whether these service
expectations are constant over time.
A questionnaire based survey of 4035 respondents across ten African countries
was used. The determinants of external service quality were identified, which
include service quality dimensions and respective underlying attributes. The
SERVQUAL model developed by Parasuraman, Zeithaml & Berry (1990) was
adopted for modelling the data. The results were rescaled to interval data and
then analysed by way of ANOVA testing, t-testing and rank ordering.
The research shows, with the exception of the Responsiveness service
expectation dimension, that there are no commonalities of service expectations
among the African countries of this study. The implications of this are significant
for managers of multinational retail banks in Africa wishing to improve the quality of service delivery.
The Responsiveness service expectation dimension was found to consistently
be the most important expectation across all countries. Thereafter, the relative
importance of subsequent service dimensions varied considerably for each
country, but, on average, ranked as follows: Responsiveness, Reliability,
Tangibles, Assurance and, finally, Empathy.
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From service design to delivery integrating marketing and operations in the service unit /Murray, Lynn M., January 2007 (has links)
Thesis (Ph. D.)--University of Missouri-Columbia, 2007. / The entire dissertation/thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file (which also appears in the research.pdf); a non-technical general description, or public abstract, appears in the public.pdf file. Title from title screen of research.pdf file (viewed on December 12, 2007) Vita. Includes bibliographical references.
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Servicescape and customer satisfaction the role of strategy /Collett, Patti Lynn. January 2008 (has links)
Thesis (Ph.D.)--University of Texas at Arlington, 2008.
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An empirical investigation of the determinants of consumer satifactionMartin, Neale J. 12 1900 (has links)
No description available.
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Improving customer services at the Department of Home Affairs.Ndlovu, Simphiwe Emmanuel. January 2009 (has links)
The purpose of this study was to design and implement a customer service model that will assist the Department of Home Affairs (DHA) to improve their levels of service delivery by providing world class customer services. A sample population of 51 managers or senior managers who are students at the University of Kwazulu Natal, Graduate School of Business were interviewed. The respondents were from different companies in both the private and public sectors. The results indicated that there is a strong correlation between client satisfaction and the quality of service provided by DHA. Data was gathered by means of interviews. This made it possible to address specific areas of interest for the study. The interview questions consisted of three areas of focus, namely demographical information, customer service-related issues and DHA service-related issues. The research questions were original as there were no pre-exiting interview questions that met the research criteria. The questions were based on a theoretical foundation. Interviews were conducted on a sample group of 51 respondents and consisted of open-ended questions in order that the respondents were able to fully express themselves when answering the questions. The non-probability sampling technique was used. SPSS was used to analyse the data. The study revealed that DHA has a serious problem with staff inefficiency and many members of staff lacked customer service skills that could help the Department to improve their service quality. The study also revealed that most of the clients had visited the DHA offices to apply for Identity Documents. It is was not clear if those were new documents or first applications, but the study can assume that since these people were adults, the possibility existed that most of them were applying for lost ID documents. The study highlighted the need to improve the levels of service by training staff members, but there is also a need to increase human capacity on counters especially in the sections dealing with ID collection, ID applications and Passports. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2009.
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Consumer perceptions of services quality within the customer service centres at eThekweni Municipality.Mhlongo, Belinda Bulelwa. January 2010 (has links)
eThekwini Municipality, as one of the public sector organisation, also
subscribes to the Batho Pele approach. In improving the service quality, it has
provided greater accessibility by introducing the Sizakala Customer Care
Centres throughout its boundaries. In the public sector the endeavour should
always be for actions which lead to the improvement of the quality of service
rendered. Public sector institutions should constantly strive towards improving
their service delivery.
The concept of the Sizakala Centres within eThekwini Municipality is to
ensure that services are easily accessible to its customers. This study focuses
on the customer expectations and evaluation of the Sizakala Customer Care
Centres, using the SERVQUAL model. The Sizakala Customer Care
programme is a special programme aimed at helping people gain equal
access to municipal and government services. It forms an important part of
the city's Integrated Development Plan (IDP), and shows the municipality‟s
commitment to ensuring service delivery and a better quality of life for all its
citizens.
The research aims to investigate customer perceptions on service quality in
the Sizakala Customer Services Centres of eThekwini Municipality.
Questionnaires will be used as a data collection tool for this study, and will be
self-administered. These will be administered to the community which get
services from these centres and officials working for the municipality. The
collected data will be statistically analysed to obtain meaning, using SPSS.
The empirical data will be the responses from community members who visit
the Sizakala Customer Service centres and people who are responsible for
the functioning of these centres.
The findings of this study showed that the tangibility dimension achieved the
highest average score (3.78) in the perceptions section and the assurance dimension achieved the highest average score (4.38) in the expectations section.
When comparing the customers „expectations of service quality in the
Sizakala Customer Centre to customer perceptions of service quality, it was
evident that that gaps occurred in all 5 of the service quality dimensions. It
was found that Sizakala Customer Centre needed to improve most on their
responsiveness dimension which had the highest (-0.73) average gap score,
in order to enhance the quality of service that they provided. It was indicated
from the results obtained in this study that the major recommendations for
improvement were with regards to Sizakala Customer centres insisting on
providing error free service and ensuring that the centres‟ service levels are kept at the same standard all the time. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2010.
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Analysis of the of customer service provided at the Mafikeng Post Office / Maria Matshidiso MosalaMosala, Maria Matshidiso January 2006 (has links)
The study set to investigate customer care in the Mafikeng Post Office. This was
achieved through the following.
Highlighting any inadequacy of customer care process at Mafikeng Post Office,
determining if the current customer care tools utilised are optimal or not, determining
the extent at which such tools are utilised and determining where accountability lies for
customer care within the organisation.
The measuring instruments utilised was a questionnaire because of the descriptive nature
of the study. The questionnaire was in a structured format. I 00 respondents participated
in filling in the questionnaires. The findings indicated that most respondents are not
satisfied with the service provided with only a few who are happy about certain elements
of the questionnaire. The methodology adapted in this case was that of survey where a
questionnaire was administered. The chapter which? further gave the statement of the
problem and the objective of the study.
In chapter two, the nature and scope of customer service was outlined from the literature
consulted. The chapter defined terms like service, customer service and customer. The
chapter also focused on the important things that customers loves and loathe, approaches
to handling a customer especially an unhappy customer. The literature indicates that
there is a need for good customer service. Customer service also requires that all the key
players should get involved in.
Chapter three presented research problems and posing some research questions. The
questionnaire was the key instrument in the collection of data for the study.
Chapter four presented the research design which incorporates the sampling design. The
researchers recommends that staff need to be trained on the following: how to be friendly
to customers and greet them with a smile. Greet them by name if possible as it will
impress the customer to notice that staff members know them. To be polite and pleasant
when talking to clients. To be trained on product knowledge as it improves competency
and confidence of client in a person.
Adequate training of staff is important as it ensures provision of quality service to the
clients, thus reducing complaints. Even though the results of the study were not
satisfactory, it is important for the management of the organisation to concentrate on
those unhappy clients. / (MBA) North-West University, Mafikeng Campus, 2006
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An empirical examination of service dominant logic the theory of the network /Randall, Wesley Spencer. Pohlen, Terrance Lynn, January 2007 (has links)
Thesis (Ph. D.)--University of North Texas, Aug., 2007. / Title from title page display. Includes bibliographical references.
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Analytical CRM developing and maintaining profitable customer relationships in non-contractual settings /Wübben, Markus. January 1900 (has links)
Dissertation, Technishce Universitat München, 2008. / Includes bibliographical references.
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