With recent developments in the internet and the rise of e-commerce, the concept of e-loyalty has gained more traction as a result of its growing importance. Due to this, there is a continuous shift away from brick and mortar fashion retailing towards online fashion retailers.As a result, it is evident that future and current fashion retailers must have some form of online presence in order to succeed in today’s landscape. The purpose of this paper was to explain the effect of e-trust, e-satisfaction and e-service quality on e-loyalty in the context of online fashion retailers. In order to fulfil this purpose, a deductive explanatory approach was taken. Firstly, the authors conducted research on the subject of e-loyalty and what factors influence it. Furthermore, a conceptual model applicable to the context of online fashion retailers was developed. Moreover, an operationalization was created which was the basis of a self-completion questionnaire that was designed in order to collect primary data. After the primary data was collected through convenience sampling and partly through expert sampling, it was cleaned and then placed into SPSS in order to be analyzed. Multiple statistical tests were conducted in order to examine the significance of the data and the relationship between the independent variables (e-trust, e-satisfaction and e-service quality) and the dependent variable (e-loyalty). The results from the analysis showed that all the aforementioned independent variables have a positive effect on e-loyalty in the context of online fashion retailers which meant that the hypotheses from this study were found to be accepted. As a result, e-trust, e-satisfaction and e-service quality were all found to have a positive relationship with e-loyalty.

Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2019 / Over the last decade, business process outsourcing (BPO) has become increasingly important in the South African context. For economic and strategic reasons, organisations have embraced an outsourcing strategy as one of their core activities in order to be competitive in the business arena. On this matter, the standard of services delivered by BPOs is crucial to achieve customer satisfaction. However, the lack of effective quality management practices, which impact on service delivery negatively, ultimately paves the way for customer dissatisfaction with service quality in BPOs. This issue needs to be considered carefully by BPOs. Thus, this study has investigated employee perceptions in relation to the key measurements for service quality, namely reliability, responsiveness, assurance, empathy and tangibles through the SERVQUAL model to measure the quality of service delivery at a BPO in Cape Town, South Africa. A quantitative research method was applied and data were collected through a semi-structured survey questionnaire from the group of employees (n=188) at the selected BPO in Cape Town. The statistical software program SPSS Version 25 and Microsoft Excel were used for data analysis. Descriptive statistical results were generated as well as the validity and reliability of the dataset determined. The research findings revealed that the key factors to which particular attention needs to be given are reliability, responsiveness, assurance and empathy. It is revealed that it is imperative for the BPO to intensify continual training and skills development for their employees. Given the findings of these key factors as focus areas for good practice, this study has drawn special attention to the selected BPO and other BPOs in the South African context to advance their service quality to maintain their services up to standard and to remain competitive. The research could benefit BPOs in South Africa and Africa in general as more and more companies are outsourcing their services on the continent.

Dans un contexte de forte concurrence les hôtels de luxe cherchent à différencier leurs offres et affirmer leur identité au travers d’une stratégie marketing bien définie, fondée sur l’investissement dans le lieu du service. Ce travail doctoral ambitionne d’apporter des éléments de réponse à une question crucial liée à l’efficacité de la mise en scène de l’espace hôtelier et à la conception d’un environnement gratifiant et exclusif comme une technique destinée à influencer positivement les clients de manière à les fidéliser. En écho au modèle intégrateur de Bitner (1992), nous avons proposé un cadre conceptuel de l’effet exercé par l’environnement du service. Une méthodologie quantitative a été mobilisée pour tester notre modèle conceptuel et valider les hypothèses sous-jacentes. Plus précisément, une enquête par questionnaire a été menée auprès des clients des hôtels 4 ou 5 étoiles en région PACA, ce qui a permis d’obtenir un échantillon global de 354 réponses. Les tests statistiques réalisés successivement ont montré que la perception de l’environnement du service n’influence par directement l’intention de fidélité, mais plutôt les états émotionnels (plaisir et stimulation) et la qualité globale perçue du service, qui influencent à leur tour positivement l’intention de la fidélité du client à l’hôtel. . Ils indiquent également que l’importance des relations structurelles du modèle varie en fonction de certains variables situationnelles et socio-démographiques. / In a context of strong competition, luxury hotels seek to differentiate their offers and affirm their own identity through a well-defined marketing strategy based on investment in the place of service. This research aims to provide answers to a crucial question related to the efficiency of the conception of a pleasant and exclusive environment as a technique designed to positively influence Customers in order to gain their loyalty. Based on Bitner’s (1992) framework, we proposed a conceptual model of the effect of service environment. A quantitative methodology was used to test our conceptual model and to validate the underlying hypothesis. Specifically, a survey questionnaire was conducted to guests of 4 and 5 stars hotels in PACA, resulting in a sample of 354 responses. The statistical tests carried out showed that the perception of service environment does not directly influence loyalty intention but rather emotional states (pleasure and stimulation) and overall perceived service quality, which in turn positively affect customer’s loyalty intention. They also indicate that the model structural paths vary according to certain situational and socio-demographic variables.

The purpose of this thesis is to explain the linkage between logistics and customer value. The focus is on how customer value can be created through logistics services. The thesis also explains how value is created in the internal logistics context. Today, logistics plays an important role in an organization which indirectly contributes to growth and profitability. Logistics service providers are striving to provide outstanding logistics services to their customers. This thesis seeks to identify the elements of logistics services and attempts to analyze and evaluate whether these services can create value to internal customers. The research project is conducted as a single-case study with Electrolux Laundry Systems (ELS). This study aims at explaining the linkage between the Logistics Centre in Ljungby (LCL), the logistics service provider of the company and the value LCL can create for their customers (internal), the Sales Companies. Finding the gap between the perceptions and expectations of the customers is also another objective of this study. Based on the theoretical framework developed for the purpose of explaining the above linkage, a survey with questionnaires was designed to collect empirical data for analysis. 23 respondents from LCL and 4 Sales Companies were interviewed. The key conclusion of this study is that logistics plays a strategic role in an organization when customer value is created through customer accommodation, value co-creation and customer integration. Superior logistics services generate customer value through achieving efficiency, effectiveness and differentiation/relevancy which can lead to competitive advantage for the organization. As a result of the case study, a proposition is made: “If customer value is to be achieved, then customer success has to be attained.”

Businesses are constantly trying to find new strategies that help them gain loyal customers, in order to avoid the considerable cost of attracting new customers. This thesis analyzes if service quality has any significant impact on brand loyalty, where customer satisfaction is used as an indicator for brand loyalty. Additionally, it tests if the factor of generations, and the generational differences has any impact on how service quality is valued by the consumer in terms of customer satisfaction and brand loyalty. To answer this, an experiment in the form of two surveys was sent out and answered by 99 participants belonging to either Generation X or Generation Y, where customer satisfaction was measured as a result of either neutral or excellent service quality. The results showed and confirmed what previous studies have claimed, that service quality has a significant effect on both customer satisfaction and brand loyalty, where evidence was found that excellent service quality highly impacted the participants’ satisfaction as well as their level of loyalty towards a brand. Furthermore, the study concluded that there is no difference in how Generation X and Generation Y value service quality, despite what previous research has claimed in regard to generational differences.

Municipally Owned Corporations (MOCs) have several interest groups because they are established to serve the public interest. These stakeholders including citizens expect MOCs to deliver high-quality service. MOCs, on the other hand, need to attract and retain the best talents to pursue their mandate. Based on these, service quality and Human Resource performance were conceptualised as key performance indicators for MOCs. This adds to the various performance measures used by other scholars in measuring performance in public sector organisations. In recent times, organisational ambidexterity has become topical in public sector organisations including MOCs as scholars have found it to have an impact on firm performance.  Recognising the role of management in organisational success, this study investigated how two concepts (i.e. Managerial autonomy and Relationship) influence Service Quality and Human Resource Performance and how the relationships are mediated by organisational ambidexterity. A quantitative approach was adopted where 128 CEOs of MOCs in Sweden participated in a survey. The results indicate that managerial relationship and autonomy significantly influences ambidexterity. Ambidexterity was also found to significantly predict service quality and Human Resource performance. While evidence was found for ambidexterity’s mediation affection between autonomy/relationship and service quality, no mediation was found for autonomy and Human Resource Performance. The mediation of ambidexterity between the managerial relationship and Human Resource performance was however partial.  Aside from testing rarely used performance measures (i.e. service quality and Human Resource performance), the study builds on the Leader-Member Exchange theory by finding support for relationship between managerial relationship and service quality, mediated by ambidexterity. The implication is that leaders of MOCs should prioritize building mutually beneficial relationships with their employees to enhance quality service delivery and Human Resource performance.

Service quality as a component of overall Information Systems quality is examined. Three related studies test the SERVQUAL and related instruments (SERVPERF and Importance-weighted SERVPERF) using Information System users. SERVPERF outperformed SERVQUAL in all three studies.

The purpose of this study is to examine the influence of controllable service quality factors as firm-based antecedents to two dimensions of customer engagement behavior among Formula One racing spectators. This study uses the theory of customer engagement (van Doorn et al., 2010) as a guiding framework and applies Bettencourt’s (1997) model of customer voluntary performance (CVP) to examine how perceptions of ancillary services and value can prompt management cooperation and prosocial behavior among spectators of a recurring mega sport event. Findings suggest that spectator interactions with event personnel and the physical environment can positively impact consumer perceptions of value and lead to greater fan engagement. Event organizers should focus management and marketing efforts on the utilitarian value (price/value for money) associated with attending a mega event and promote physical environment factors that can enhance the overall event experience.

Background: Online shopping is now the most popular way to spend. It haschanged people's consumption habits. In this change, customer satisfaction hasplayed a crucial role. Therefore, this paper studies the impact of online shoppingon customer satisfaction. The researchers analyzed it from three perspectives:efficiency, electronic service quality, and brand image. Explain how each ofthese three aspects affects customer satisfaction. Purpose: The purpose of this paper is to explain how three factors related toonline shopping (Efficiency, E-Service Quality, and Brand image) affectcustomer satisfaction through a quantitative research approach. Methodology: This study follows the structure of deductive research. Therefore,researchers used quantitative methods to study this project. The researchersdesigned an online questionnaire and selected generation Z (18-27 years old) asrespondents for this study. In the end, They received 80 responses. After theresearchers cleaned and coded the collected data, they entered the SPSSsoftware for analysis. The analysis content mainly includes multiple linearregression, descriptive statistics, and Cronbach's alpha and correlation analysis.It organizes the results of the multiple linear regression analysis into a resultstable and shows whether the hypothesis was rejected. Findings: In the three aspects, efficiency and brand image have a positive andsignificant impact on customer satisfaction. But e-service quality has nosignificant impact on customer satisfaction.

With the growing popularity of e-commerce, this market has become highly competitive, prompting companies to develop an appropriate strategy. As it turned out, focusing on e-service quality is the key and most competitive strategy in this market. However, as there are three predominant online sales channels, companies first need to understand how these are perceived regarding e-service quality and take further steps on this basis. Therefore, the primary purpose of this thesis was to investigate the impact of the type of online sales channel on e-service quality perception among Generation Y. Accordingly, an online between-subjects experiment was carried out in which 369 valid responses were retained. Respondents assessed the e-service quality of one presented online shop (marketplace, reseller or web-store channel) based on five dimensions identified by Lee and Lin (2005). The findings showed that the channel type impacts e-service quality perception. However, it determines only two of the five dimensions, responsiveness and trust, which further suggests that these are the most powerful predictors of e-service quality. The study contributes to pushing the research on e-service quality and e-channels forward by identifying e-service quality dimensions affected by the type of online sales channel. Subsequently, it provides evidence that even if the channel type influences just two dimensions, it still affects the overall e-service quality. Therefore, it further demonstrates the validity of using a higher-order construct instead of first-order constructs regarding e-service quality. Furthermore, it also extends the Technology Acceptance Model research by questioning today’s importance of website design. Moreover, this paper enables companies that already sell online and those who want to start selling online to make more accurate decisions when choosing an online sales channel. Finally, it gives the owners/managers of online sales channels an indication of which areas need improvement to enhance the perception of e-service quality in the channel they operate.