The master´s thesis deals with the marketing strategy proposal of travel agency SunTA. The theoretical part of the thesis provides an overview of the current concept of corporate strategic management, strategic marketing management, marketing strategy and service quality. The analytical part of the thesis focuses on performing the marketing situation analysis of SunTA and the questionnaire survey to evaluate its service quality. The proposal part of the thesis includes the marketing strategy proposal based on the results of the marketing situation analysis and the evaluation of service quality.

Bank leaders spend an average of $727 to acquire a new customer and $287 to retain current customers. Grounded in customer relationship management and adaptation level theories, the purpose of this correlational study was to examine the relationship between service quality and customers' intention to switch banking service. An online survey was administered to 203 Jamaican banking customers. The target population was selected to identify if the Jamaican banks' customer service adhered to the customer satisfaction principles developed by Parasuraman. The independent variables were the 10 dimensions of service quality. Competence, courtesy, credibility, and access were removed because of multicollinearity issues. The dependent variable was the customers' intention. The results indicated a statistically significant relationship, F(6, 196) = 15.074, p < .001, between service quality and customer intent to switch banking services. The six predictors: tangibles (r = -.303, p < .005), reliability (r = -.253, p < .008), responsiveness (r = .35, p < .001), safety (r = -.433, p < .001), communication (r = -.184, p < .028), and empathy (r = -.357, p < .001), accounted the largest variance for (β = -.316) of the customers' intention of the Jamaican banking service. The implications for positive social change include the potential for bank leaders to develop customer-focused banking policy, increase customer satisfaction, and decrease costs related to losing customers, thus increasing profitability.

The rapid advancement in technology-based systems, especially those related to the Internet and World Wide Web, has led to fundamental changes in how banks interact with customers. These developments have propelled banks to be innovative and use alternative delivery channels such as electronic banking with a view to attract more customers, create value for customers, enhance customer satisfaction and ultimately obtain customer loyalty. Within the South African context, a gap in research was identified that dealt with the conceptualisation and measurement of electronic banking service quality. Furthermore, no single empirical or conceptual study could be found that put up the four constructs identified in this study that tested the causal relationships of these constructs. Against this backdrop, the study‘s principal objective was to develop and validate a measuring scale of electronic banking service quality for the South African banking sector. The study also sought to determine the causal relationships amongst the four constructs of the study, namely electronic banking service quality, customer value, customer satisfaction and customer loyalty. To address these research objectives, the study applied a two-phase design in conducting the research in an effort of enhancing and maximising the outcome of this research endeavour. Phase I of this study comprised a literature review and focus group interviews (qualitative research). An extensive literature review was conducted as an inductive method to build the theoretical foundation of the study, generate the initial pool of items, and define and conceptualise the constructs. Using a deductive method, the focus group interviews were used to generate original items for the development of the scale. Phase II of the study comprised scale refinement and validation of the scale through various interactive statistical applications such as exploratory factor analysis (EFA) and structural equation modelling (SEM) (quantitative method). Using an exploratory factor analysis, eight determinant dimensions were extracted that constitute electronic banking service quality (EBSQ). These dimensions in accordance of their importance are reliability, system availability, privacy and security, website aesthetics, ease of use, functionality, efficiency, and contact and responsiveness. The Pearson‘s correlation coefficient between each of the eight dimensions and EBSQ was above 0.6 at p<0.01 level of significance showing practical significance. Similarly, the Pearson‘s correlation coefficient among the four constructs, namely EBSQ, customer value, customer satisfaction and customer loyalty, revealed that there are evidence positive linear correlations among these constructs. T-test statistics and non-parametric correlations were computed to determine the influence of demographic variables such as gender, age, education and income on the perceptions of customers of electronic banking service quality dimensions, electronic banking service quality as a whole, customer value, customer satisfaction and customer loyalty. Employing comprehensive and best practice (inductive and deductive research methods), a measuring scale has been developed and validated for the South African banking sector (primary objective of this study). The purification and validation of the scale involved rigorous statistical methods including exploratory factor analysis followed by confirmatory factor analysis through structural equation modelling (SEM) to ensure the reliability, validity and robustness of the scale. Moreover, the study endeavoured to contribute to the theoretical conceptualisation of electronic banking service quality (EBSQ), which is a relatively new concept in South Africa, and indeed, globally. Eight dimensions of EBSQ have identified and operational definition provided for. The dimensions identified in this research can be used to better understand EBSQ, and to measure and improve service quality levels in the banking sector. Ultimately, a model has been proposed providing South African banks with an instrument to measure, manage, and improve their electronic banking service quality. The model has established the building blocks of electronic banking service quality by identifying the main dimensions or attributes of electronic banking service quality that can be used to improve service quality levels. Furthermore, the study determined the causal relationships among four constructs, namely (I) electronic banking service quality (EBSQ), (II) customer value, (III) customer satisfaction and (IV) customer loyalty through regression path estimates (coefficients), mediation analysis and standardised regression weights. Understanding the intricate relationships among these constructs will definitely enhance the banks‘ approach to customer relationship management (CRM) in this digital era in their quest to provide quality services and devise appropriate customer service solutions. In light of the findings of this research, several managerial implications and recommendations are offered. Amongst others, the research revealed that reliability, privacy and security are the top concerns customers have with regard to electronic banking. Therefore, it is recommended that banks invest in the robustness of the websites for banking transactions by using cutting-edge technology to protect their customers from illicit criminal activity, as security and trust are of crucial importance to customers when engaging in online transactions. The sample size (310) used in this research is consistent with previously developed and validated scales and sufficiently meets the requirements of sample adequacy for the study of this nature. Using the scale developed and validated in this study, future research endeavours are recommended to use a bigger sample size to test the robustness of this scale, and obtain more exact and organisation-specific customer perceptions of electronic banking services. It may be worthwhile for future studies to consider developing a measuring instrument from a different perspective, that is, from other customer groups, namely internal customers (employees) of the banks. / PhD (Marketing Management)--North-West University, Vaal Triangle Campus, 2015.

The rapid advancement in technology-based systems, especially those related to the Internet and World Wide Web, has led to fundamental changes in how banks interact with customers. These developments have propelled banks to be innovative and use alternative delivery channels such as electronic banking with a view to attract more customers, create value for customers, enhance customer satisfaction and ultimately obtain customer loyalty. Within the South African context, a gap in research was identified that dealt with the conceptualisation and measurement of electronic banking service quality. Furthermore, no single empirical or conceptual study could be found that put up the four constructs identified in this study that tested the causal relationships of these constructs. Against this backdrop, the study‘s principal objective was to develop and validate a measuring scale of electronic banking service quality for the South African banking sector. The study also sought to determine the causal relationships amongst the four constructs of the study, namely electronic banking service quality, customer value, customer satisfaction and customer loyalty. To address these research objectives, the study applied a two-phase design in conducting the research in an effort of enhancing and maximising the outcome of this research endeavour. Phase I of this study comprised a literature review and focus group interviews (qualitative research). An extensive literature review was conducted as an inductive method to build the theoretical foundation of the study, generate the initial pool of items, and define and conceptualise the constructs. Using a deductive method, the focus group interviews were used to generate original items for the development of the scale. Phase II of the study comprised scale refinement and validation of the scale through various interactive statistical applications such as exploratory factor analysis (EFA) and structural equation modelling (SEM) (quantitative method). Using an exploratory factor analysis, eight determinant dimensions were extracted that constitute electronic banking service quality (EBSQ). These dimensions in accordance of their importance are reliability, system availability, privacy and security, website aesthetics, ease of use, functionality, efficiency, and contact and responsiveness. The Pearson‘s correlation coefficient between each of the eight dimensions and EBSQ was above 0.6 at p<0.01 level of significance showing practical significance. Similarly, the Pearson‘s correlation coefficient among the four constructs, namely EBSQ, customer value, customer satisfaction and customer loyalty, revealed that there are evidence positive linear correlations among these constructs. T-test statistics and non-parametric correlations were computed to determine the influence of demographic variables such as gender, age, education and income on the perceptions of customers of electronic banking service quality dimensions, electronic banking service quality as a whole, customer value, customer satisfaction and customer loyalty. Employing comprehensive and best practice (inductive and deductive research methods), a measuring scale has been developed and validated for the South African banking sector (primary objective of this study). The purification and validation of the scale involved rigorous statistical methods including exploratory factor analysis followed by confirmatory factor analysis through structural equation modelling (SEM) to ensure the reliability, validity and robustness of the scale. Moreover, the study endeavoured to contribute to the theoretical conceptualisation of electronic banking service quality (EBSQ), which is a relatively new concept in South Africa, and indeed, globally. Eight dimensions of EBSQ have identified and operational definition provided for. The dimensions identified in this research can be used to better understand EBSQ, and to measure and improve service quality levels in the banking sector. Ultimately, a model has been proposed providing South African banks with an instrument to measure, manage, and improve their electronic banking service quality. The model has established the building blocks of electronic banking service quality by identifying the main dimensions or attributes of electronic banking service quality that can be used to improve service quality levels. Furthermore, the study determined the causal relationships among four constructs, namely (I) electronic banking service quality (EBSQ), (II) customer value, (III) customer satisfaction and (IV) customer loyalty through regression path estimates (coefficients), mediation analysis and standardised regression weights. Understanding the intricate relationships among these constructs will definitely enhance the banks‘ approach to customer relationship management (CRM) in this digital era in their quest to provide quality services and devise appropriate customer service solutions. In light of the findings of this research, several managerial implications and recommendations are offered. Amongst others, the research revealed that reliability, privacy and security are the top concerns customers have with regard to electronic banking. Therefore, it is recommended that banks invest in the robustness of the websites for banking transactions by using cutting-edge technology to protect their customers from illicit criminal activity, as security and trust are of crucial importance to customers when engaging in online transactions. The sample size (310) used in this research is consistent with previously developed and validated scales and sufficiently meets the requirements of sample adequacy for the study of this nature. Using the scale developed and validated in this study, future research endeavours are recommended to use a bigger sample size to test the robustness of this scale, and obtain more exact and organisation-specific customer perceptions of electronic banking services. It may be worthwhile for future studies to consider developing a measuring instrument from a different perspective, that is, from other customer groups, namely internal customers (employees) of the banks. / PhD (Marketing Management)--North-West University, Vaal Triangle Campus, 2015.

Published Article / The purpose of this research was to investigate the perceptions of clients namely, students, about the quality of library services and also the quality of staff client relationship. It was envisaged that through this study the perceptions, feelings and views of students in as far as their needs satisfaction could be illuminated. The study addressed the following concerns: Apart from the physical and other library resources, are there other mechanisms of evaluating the quality of services an academic library has to offer? In order for an academic library to improve service quality, what role should clients play? What are their concerns about their information needs consideration and what other possible means can be done to satisfy those needs?

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.

Submitted in fulfillment of the requirements for the Doctor of Technology Degree: Operations and Quality Management, Durban University of Technology, 2012. / Over the last decade the institutional framework within which most universities in South Africa operate has undergone major transformation forcing the higher education sector to become more competitive in its approach to attracting and retaining quality students. Against this background, service quality has been put forward as a critical determinant of competitiveness. The purpose of this study therefore was to identify best practice in terms of postgraduate studies and research development and support service delivery in the South African (SA) and Australian (Aus) contexts in order to inform the development of a quality model for postgraduate or research centres (PG/RCs) for universities of technology (UoTs) in SA. Underpinned by the Gap Model of service delivery and an adapted SERVQUAL instrument, this study sought to determine perceptions and expectations of service quality across five dimensions, namely: tangibles; reliability; responsiveness; assurance; and empathy. Questionnaires and semi-structured interviews were used to gather data from PG/RC staff and postgraduate and research students in SA. Various gaps between students’ perceptions and expectations indicating dissatisfaction with PG/RC services particularly among the SA students were identified. The findings revealed that the SA UoTs lag behind the Aus UoTs in terms of communicating their services and forms of support to students and providing satisfactory services according to student expectations. The findings further suggested that issues such as service quality planning and monitoring, establishing recovery mechanisms for service failures, and student-driven service design and standards need to be high on the agenda at higher education institutions to ensure service quality control. All five dimensions of SERVQUAL indicated a negative score or quality gap suggesting that the SA PG/RCs need to urgently the gaps that exist at their institutions; key recommendations were thus made to improve the gaps identified. Based on the literature reviewed, best practice gleaned from the findings of this study, and benchmarking with the Aus UoTs; this study proposed a centralized and decentralized PG/RC model for SA UoTs to provide service quality to its ‘customers’.

Internet banking services have faced a considerable expansion in terms of the number of users in the last few years. This makes Internet as a financial service delivery platform witness a number challenges. One of these is offering better-quality services to existing customers as the quality of service is a key factor in the success of any organisation. Previous research studies indicate that a strong theory to understand this form of service is lacking. A comprehensive review of previous and contemporary literature on service quality suggests the need for the development of a valid instrument for measuring service quality from the end-user perspective in the specific context of Internet banking services. This research study proposes a revised and modified SERVQUAL model which incorporates several variables that reflects the industry-specific attributes of Internet banking services. A survey based research is used to collect primary data on the basis of Internet banking services in the Kingdom of Saudi Arabia. A multiple regression analysis is employed to examine the influence of the adapted determinants on service quality. Focus-group interviews are also conducted as a follow-up to the questionnaire study. The findings of both fieldworks indicate that reliability, responsiveness, website design, and personalisation determine service quality in the Internet banking context. This study presents the main findings derived from the research model which can be used by a wide range of financial institutions, which make use of the Internet in their business dealings, to support each organisation’s decision-making processes. Also, this model can be used as a blueprint for an organisation’s strategic planning. In addition to the research model, the researcher employs Importance Performance Analysis (IPA) that reveals a large of number of implications for the quality of service, which were not obvious prior to undertaking the research. The knowledge of such implications will help managers and decision-makers when they are required to allocate resources to certain tasks or functions.

Shopping har tidigare varit en aktivitet som främst kvinnor har ägnat sig åt, men de senaste decennierna har fler och fler män börjat visa intresse för mode och shopping. I denna uppsats har vi valt att undersöka hur män beter sig när de handlar modekläder och hur de vill bli bemötta av personal i butik. För att undersöka detta har intervjuer med konsumenter och personal från butiker som erbjuder herrmode genomförts. Idag finns det många aktörer inom modebranschen vilket ger konsumenter flera alternativ att välja mellan när de ska handla kläder. Detta har lett till att modeföretag behöver anstränga sig för att kunna konkurrera med varandra på marknaden. Ett sätt att kunna differentiera sig på marknaden är att erbjuda en hög servicekvalitet. Butiksanställda har möjlighet att påverka kunder genom hela köpprocessen och därför är själva kundbemötandet ett verktyg företag kan använda sig av för att vinna konkurrensfördelar. Uppsatsens författare vill undersöka huruvida företag som erbjuder herrmode är medvetna om vilken typ av kundservice deras konsumenter förväntar sig och vill ha. Mellan den service som kunder förväntar sig och den service som sedan levereras av butiker skapas ett gap mellan förväntad och upplevd service, vilket kan påverka huruvida kunder är nöjda eller inte med sina köp. Utifrån insamlat material kan vi konstatera att intresset för mode och shopping bland män var större hos deltagande respondenter än vi förväntat oss. Konsumenterna var överens i fråga kring bemötande och har höga krav på personalens beteende. Vi anser därför att män borde ses som aktörer på modemarknaden i en högre grad då de verkar besitta ett högre intresse för mode och kläder än vad uppsatsens författare väntat sig. / Shopping was previously an activity that mostly women engaged in, but the last few decades, more and more men has begun to show interest in fashion and shopping. In this paper we have chosen to examine how men behave when they shop fashion clothes and how they want to be treated by staff in fashion stores. To examine this, interviews with consumers and staff from fashion stores that offer men's fashion have been conducted. This essay is written is Swedish. Today there are many actors in the fashion industry, giving consumers more options to choose from when they go shopping for clothes. This has led to that fashion companies need to make an effort to compete with each other on the market. One way to differentiate themselves in the market is to offer a high service quality. Store employees have the opportunity to influence customers throughout the buying process and therefore the customer service is a tool, which companies can use in order to gain competitive advantages. The essay writers want to examine whether companies offering menswear are aware of the nature of the customer service their consumers expect and want. Between the service that customers expect and the service that are then delivered in stores creates a gap between expected and perceived service, which can affect whether customers are satisfied or not with their purchase. Based on collected data, we can establish that the interest in fashion and shopping, among men was greater among participating respondents than we expected. Consumers were slightly concerned about the service and have high standards for personnel behaviour. We therefore believe that men should be seen as actors in the fashion market to a greater extent since they seem to inherit a bigger interest for fashion and clothing than expected by the essay writers.

Competitive strategies are an essential tool for sustainable competitive advantage. Particularly in the service industry, strategy has its significance as it plays a vital role in achieving customer satisfaction. This study investigates alignment of four service characteristics i.e. servicescape, service quality, quality and value with the firms’ strategy and how this alignment achieves customer satisfaction. A set of hypotheses were formulated to portray the significance of each of the four service characteristics and customer satisfaction in accordance with the firms’ competitive strategy. The investigations were done particularly within the fast-food industry, comparing two well-known fast-food chain restaurants namely, McDonalds and Max. A survey questionnaire covering the four service characteristics was prepared and distributed among the possible respondents. The analysis of the results was done with the help of SPSS. The results do not show any significant difference in McDonald’s or Max’s strategy in alignment of the four service characteristics. This thesis helps to understand the strategy dynamics of the service industry firms and what is or is not significant to them when customer satisfaction is to achieved; particularly for the fast-food industry.