The South African poultry industry is a large part of the agricultural industry and a very important contributor to the Agriculture’s Gross Domestic Product. Furthermore, this industry is expanding and very good growth is predicted for the next decade. This growth will take place in the formal as well as the informal segments of the industry. The informal segment holds a lot of potential for suppliers to supply in their growing needs. Due to the fact that broiler feed is seen as a large contributor to the total cost of broiler production, it is considered very important factor. If feed suppliers want to focus on the informal market, they need to understand the differences between commercial farmers and small–scale farmers and specifically the different needs of small–scale farmers. To develop a strategy to utilize the opportunities in the informal market, it is necessary to understand all the factors that influence the purchase behaviour of these farmers. A model of stimulus response is used to define the factors that may influence purchase behaviour. The factors that seemed important from the literature study are market and other stimuli. The market stimuli consist of product, price, promotion and place. The product aspect could further be divided into quality aspects, brand equity, and additional services that accompany the product. Other stimuli that could influence purchase behaviour are economic conditions, special event, climatic condition and the influence of culture. Data was collected by means of a questionnaire. Descriptive statistics and factor analysis were used on the data to determine which factors influence the small–scale farmers’ purchase behaviour. While the Kaiser Meyer Olkin measure, Bartlett’s test of shericity and Cronbach Apha were used to determine if the data is suitable to do a factor analysis on. Factor analysis was done to determine which factors are the most important. The seven significant factors that influence the purchase behaviour of small–scale farmers are: * Value for money and opportunity. * Perceived brand value. * Customer support and service. * Consensus on available quality. * Brand loyalty. * Feed price at the reseller. * Bag size. More research on this topic in a larger geographical area is required. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2012.

During the last decade much research has been done on consumer perceptions in the so-called pure services with scant attention being devoted to the analysis of retail services associated with the marketing of goods. However, in recent years the service quality debate received much attention and closer examination in retailing. It is, therefore, not surprising that many of m s spend substantial resources to measure service quality and manage customer satisfaction. This research was undertaken primarily to develop a conceptual model of service quality within a supermarket context. The research is supported by a detailed literature study into the marketing of services, service quality, service encounters and established service quality models. Four central questions were formulated and answered by the study. What are the dimensions used by consumers to evaluate supermarket service quality? How reliable is the proposed service quality scale? What relationship can be observed between the proposed service quality dimensions and future store patronage? What relationships can be observed between the proposed service quality dimensions and overall service quality? In order to develop and validate a measurement model for supermarket service quality, exploratory research was conducted using focus group interviews to establish aspects that could be important to consumers regarding service quality. This enabled the researcher to obtain a fairly accurate measure of consumers' perceptions of supermarket service quality. Based on the exploratory research, a forty-item scale was developed for the empirical study. The instrument was then subjected to a scale purification process through exploratory factor analysis. Non-probability sampling (judgment and convenience) was used and structured questionnaires were administered to six hundred and seven consumers from three stores of a national supermarket chain. A thirty-item scale was finally developed, which comprised three dimensions, namely reliability, atmospherics and policy. Continatory factor analysis was further undertaken in order to establish the overall model fit in terms of the three dimensions. Empirical evidence suggests, that the reliability, atmospherics and policy dimensions are all positively associated with consumers' perceptions of overall service quality. Reliability and atmospherics emerged as strong predictors of future store patronage and satisfaction. However, policy did not emerge as a strong predictor of future behavioural intentions. Empirical evidence also suggests that there is a causal ordering of service quality which influences customer satisfaction. The findings suggest that managements of supermarkets should incorporate all three underlying dimensions in order for them to access their customers’ evaluation of their service. Although it is probable that the relative importance of each dimension and variables within each dimension may vary from one retailer to another, it is important for managers to identify these components of the senice which make a contribution to service quality and customer satisfaction. The service offering must, therefore, be designed by managers to reflect these perceptions in order to allow them develop better service quality strategies. The findings in this study also suggest the need for a more extensive study so as to validate the model. However, it provides an avenue for academics and researchers to explore and contribute to the ongoing debate on the measurement of service quality and its relationship with customer satisfaction. / Thesis (Ph.D. (Marketing))--North-West University, Vaal Triangle Campus, 2004.

This study researches the topic creating customer value in an educational environment. Two objectives are set, namely to measure the student service levels of the selected secondary schools, and then to determine if any differences exist between student perceptions and student expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that presently exist in practice. The Kano model gives insights into the dynamics of customer choices and their needs, which ensures the delivery of successful products and services. The SERVQUAL method is a technique that is used in performing a gap analysis of an organisation's service quality performance against customer service quality needs. This model is an indispensible model and a familiar methodology too amongst services organizations whose purpose is to improve their service quality, therefore SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a selected group, using the SERVQUAL questionnaire to measure students' expectations and perceptions. The sample size was 120 respondents, and they all responded by completing the structured SERVQUAL questionnaires. A seven-point Likert scale was used in the Service Quality Questionnaire (Appendix A). A "1" was labelled as "completely dissatisfied" while a "7" was labelled as "completely satisfied". The reliability of the data was confirmed by means of Cronbach's alpha, and a-values of 0.57 (students' perceptions) and 0.85 (students' expectations) revealed satisfactory reliability. Descriptive statistical analysis was used to calculate the mean values of the criteria while principal factor analysis was employed to extract factors from both groups of data. The factors of the perceived service have been identified as Teachers' Mind-Set (explaining the variance of (33.3%), Excellent Service (15.5%) and Display (12.5%). Regarding the factor analysis of the expected levels of service, the factors identified are: Teachers' Mind-set (38.7%), Service Reputation (28.7%) and Contact session (7.5%). From the research it was clear that the three major recommendations to managers of secondary schools who intend to have sustainable competitive service quality, have managerial actions focused at: 1. Internal training. 2. Induction programmes 3. Surveys (further research and monitoring). / Thesis (M.B.A.)--North-West University, Vaal Triangle Campus, 2010.

During the last decade much research has been done on consumer perceptions in the so-called pure services with scant attention being devoted to the analysis of retail services associated with the marketing of goods. However, in recent years the service quality debate received much attention and closer examination in retailing. It is, therefore, not surprising that many of m s spend substantial resources to measure service quality and manage customer satisfaction. This research was undertaken primarily to develop a conceptual model of service quality within a supermarket context. The research is supported by a detailed literature study into the marketing of services, service quality, service encounters and established service quality models. Four central questions were formulated and answered by the study. What are the dimensions used by consumers to evaluate supermarket service quality? How reliable is the proposed service quality scale? What relationship can be observed between the proposed service quality dimensions and future store patronage? What relationships can be observed between the proposed service quality dimensions and overall service quality? In order to develop and validate a measurement model for supermarket service quality, exploratory research was conducted using focus group interviews to establish aspects that could be important to consumers regarding service quality. This enabled the researcher to obtain a fairly accurate measure of consumers' perceptions of supermarket service quality. Based on the exploratory research, a forty-item scale was developed for the empirical study. The instrument was then subjected to a scale purification process through exploratory factor analysis. Non-probability sampling (judgment and convenience) was used and structured questionnaires were administered to six hundred and seven consumers from three stores of a national supermarket chain. A thirty-item scale was finally developed, which comprised three dimensions, namely reliability, atmospherics and policy. Continatory factor analysis was further undertaken in order to establish the overall model fit in terms of the three dimensions. Empirical evidence suggests, that the reliability, atmospherics and policy dimensions are all positively associated with consumers' perceptions of overall service quality. Reliability and atmospherics emerged as strong predictors of future store patronage and satisfaction. However, policy did not emerge as a strong predictor of future behavioural intentions. Empirical evidence also suggests that there is a causal ordering of service quality which influences customer satisfaction. The findings suggest that managements of supermarkets should incorporate all three underlying dimensions in order for them to access their customers’ evaluation of their service. Although it is probable that the relative importance of each dimension and variables within each dimension may vary from one retailer to another, it is important for managers to identify these components of the senice which make a contribution to service quality and customer satisfaction. The service offering must, therefore, be designed by managers to reflect these perceptions in order to allow them develop better service quality strategies. The findings in this study also suggest the need for a more extensive study so as to validate the model. However, it provides an avenue for academics and researchers to explore and contribute to the ongoing debate on the measurement of service quality and its relationship with customer satisfaction. / Thesis (Ph.D. (Marketing))--North-West University, Vaal Triangle Campus, 2004.

This study researches the topic creating customer value in an educational environment. Two objectives are set, namely to measure the student service levels of the selected secondary schools, and then to determine if any differences exist between student perceptions and student expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that presently exist in practice. The Kano model gives insights into the dynamics of customer choices and their needs, which ensures the delivery of successful products and services. The SERVQUAL method is a technique that is used in performing a gap analysis of an organisation's service quality performance against customer service quality needs. This model is an indispensible model and a familiar methodology too amongst services organizations whose purpose is to improve their service quality, therefore SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a selected group, using the SERVQUAL questionnaire to measure students' expectations and perceptions. The sample size was 120 respondents, and they all responded by completing the structured SERVQUAL questionnaires. A seven-point Likert scale was used in the Service Quality Questionnaire (Appendix A). A "1" was labelled as "completely dissatisfied" while a "7" was labelled as "completely satisfied". The reliability of the data was confirmed by means of Cronbach's alpha, and a-values of 0.57 (students' perceptions) and 0.85 (students' expectations) revealed satisfactory reliability. Descriptive statistical analysis was used to calculate the mean values of the criteria while principal factor analysis was employed to extract factors from both groups of data. The factors of the perceived service have been identified as Teachers' Mind-Set (explaining the variance of (33.3%), Excellent Service (15.5%) and Display (12.5%). Regarding the factor analysis of the expected levels of service, the factors identified are: Teachers' Mind-set (38.7%), Service Reputation (28.7%) and Contact session (7.5%). From the research it was clear that the three major recommendations to managers of secondary schools who intend to have sustainable competitive service quality, have managerial actions focused at: 1. Internal training. 2. Induction programmes 3. Surveys (further research and monitoring). / Thesis (M.B.A.)--North-West University, Vaal Triangle Campus, 2010.

The Chinese insurance industry has been growing substantially, and this provides a motivation to examine the insurance market in China. This study used survey data to identify key determinants related to Chinese consumers’ ownership of life insurance, by using a probit model. The results revealed that several groups of variables influence Chinese consumers’ life insurance purchases, including knowledge and trust, consumer profile and investment preferences, importance of product attributes, and socio-demographics. Also, this study applied factor analysis to investigate factors that are important for Chinese consumers regarding life insurance. Factor analysis results indicated that four factors are identified including importance of product attributes, consumers’ financial strength, consumers’ attitude and trust toward the life insurance industry, and consumer attributes. Lastly, to better understand Chinese consumers regarding life insurance, consumers were segmented into three main groups through applying cluster analysis. Each cluster shows distinct differences in purchasing criteria and socio-demographic characteristics.

This study researches the topic customer service of convenience sores. Two objectives are set, namely to measure the customer service levels of convenience stores, and then to determine if any differences exist between customer perceptions and customer expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that currently exist in practice. The Kano model provides insights into the dynamics of customer preferences and their needs, which ensures the delivery of successful products and services. The SERVQUAL method is a technique that can be used for performing a gap analysis of an organisation's service quality performance against customer service quality needs. Because of SERVQUAL's strong empirically based methodology and popularity amongst services organisations who aims to improve their service quality, SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a selected group, using the SERVQUAL questionnaire to measure customer expectation and customer perception. The sample size is 65 respondents, and they all responded by completing the structured SERVQUAL questionnaires. A seven-point Likert scale was used in the questionnaire. A "1" was labelled as "strongly disagree" while a "7" was labelled as "strongly agree". The reliability of the data was confirmed by means of Cronbach alpha and a-values of 0.879 (customers' perceptions) and 0.906 (customers' expectations) showed satisfactory reliability. Descriptive statistical analysis was used to calculate mean values of the criteria while principle factor analyses were employed to extract factors from both groups of data. The factors pertaining to the perceived service has been identified as Employee Mind-Set (explaining the variance of 29.72%), Excellent Service (19.14%) and Display (8.92%). Regarding the factor analysis of the expected levels of service, the factors identified are: Employee Mindset (35.78%), Service Reputation (25.22%) and Transactions (5.90%). From the research it became evident that the three major recommendations to managers of convenience stores who aims to improve their service quality are managerial actions focussed at: *Internal training. *Induction programmes *Surveys (further research and monitoring). / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2009.

The South African poultry industry is a large part of the agricultural industry and a very important contributor to the Agriculture’s Gross Domestic Product. Furthermore, this industry is expanding and very good growth is predicted for the next decade. This growth will take place in the formal as well as the informal segments of the industry. The informal segment holds a lot of potential for suppliers to supply in their growing needs. Due to the fact that broiler feed is seen as a large contributor to the total cost of broiler production, it is considered very important factor. If feed suppliers want to focus on the informal market, they need to understand the differences between commercial farmers and small–scale farmers and specifically the different needs of small–scale farmers. To develop a strategy to utilize the opportunities in the informal market, it is necessary to understand all the factors that influence the purchase behaviour of these farmers. A model of stimulus response is used to define the factors that may influence purchase behaviour. The factors that seemed important from the literature study are market and other stimuli. The market stimuli consist of product, price, promotion and place. The product aspect could further be divided into quality aspects, brand equity, and additional services that accompany the product. Other stimuli that could influence purchase behaviour are economic conditions, special event, climatic condition and the influence of culture. Data was collected by means of a questionnaire. Descriptive statistics and factor analysis were used on the data to determine which factors influence the small–scale farmers’ purchase behaviour. While the Kaiser Meyer Olkin measure, Bartlett’s test of shericity and Cronbach Apha were used to determine if the data is suitable to do a factor analysis on. Factor analysis was done to determine which factors are the most important. The seven significant factors that influence the purchase behaviour of small–scale farmers are: * Value for money and opportunity. * Perceived brand value. * Customer support and service. * Consensus on available quality. * Brand loyalty. * Feed price at the reseller. * Bag size. More research on this topic in a larger geographical area is required. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2012.

Bibliography: leaves 271-276. / Microfiche. / xvii, 276 leaves, bound ill. (some col.) 29 cm

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