published_or_final_version / abstract / Sociology / Master / Master of Philosophy

by Wong Kam-kwai. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1991. / Bibliography: leaves 88-91. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / LIST OF ILLUSTRATIONS --- p.v / LIST OF TABLES --- p.v / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Chapter II. --- QUALITY CIRCLES - PAST AND PRESENT --- p.4 / Birth of QC Circles --- p.4 / What is QC Circle ？ --- p.4 / Development of QC Circle Activities Outside Japan --- p.5 / QC Circle Terminology --- p.6 / Why Quality Circles ？ --- p.6 / Quality Circle and Total Quality Control --- p.7 / Quality Circles in Hong Kong --- p.8 / Who is Behind the Promotion ？ --- p.10 / Hong Kong Productivity Council --- p.11 / Hong Kong Quality Circles Association --- p.11 / Who is in the Arena of Quality Circles ？ --- p.12 / Chapter III. --- RESEARCH METHODS --- p.14 / The Research Problem --- p.14 / Limitation of the Research --- p.14 / Research Design and Information Collection --- p.15 / Difficulties in Information Collection --- p.17 / Method of Analysis --- p.18 / Chapter IV. --- QUALITY CIRCLES IN MANUFACTURING INDUSTRIES --- p.20 / Evolution of Quality Control --- p.20 / Hong Kong Experience --- p.20 / Bystanders --- p.22 / Drop-outs --- p.22 / Lesson from Runners in the Arena --- p.24 / Chapter V. --- QUALITY CIRCLES IN SERVICE INDUSTRIES --- p.34 / Quality of Service --- p.34 / Hong Kong Experience --- p.35 / Bystanders --- p.36 / Drop-outs --- p.36 / Lesson from Runners in the Arena --- p.37 / Chapter VI. --- CONCLUSION --- p.43 / What Make Quality Circles Work ? --- p.44 / Labor Relation --- p.44 / Participation --- p.44 / A Well Planned and Structured Scheme --- p.45 / Promotion of Quality Circles --- p.46 / Key Notes For Implementing Quality Circle Programs in Hong Kong --- p.47 / The Prospect of Quality Circle in the Future --- p.49 / Chapter APPENDIX 1 --- BENEFITS GAINED BY IMPLEMENTING QUALITY CIRCLES --- p.52 / Chapter APPENDIX 2 --- CASE STUDIES IN MANUFACTURING INDUSTRIES --- p.53 / Chapter APPENDIX 3 --- CASE STUDIES IN SERVICE INDUSTRIES --- p.69 / BIBLIOGRAPHY --- p.88

Managing cultural differences in today’s work environment has received the attention of researchers all over the world. What has received far less attention is the managing of the cultural differences between service provider workers and customers and how this is perceived to lead to achieving great service quality. This research project focuses on the cultural differences between culturally diverse South African service provider workers and South African customers, with some reference to international customers. The questionnaire used in this research includes questions embodying the service quality instruments developed by Parasuraman, Zeithaml, and Berry (1988) and Hofstede’s (1991) cultural dimensions. The questionnaire was completed by 81 students of the East Cape Midland College in the Nelson Mandela Metropole. A Pearson’s correlation coefficient was calculated for each service quality instrument and each cultural dimension. The resulting correlation coefficients were analysed and a positive or negative correlation between each service quality instrument and each cultural dimension is shown. The implications of each positive and negative correlation are shown and how it impacts on perceived service quality delivery. The implications for service quality management are shown, followed by recommendations for the management of a culturally diverse workforce.

by Fong Chi-leung Sunny & Tang Chak-kin. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1994. / Includes bibliographical references (leaves 85-88). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vi / LIST OF ILLUSTRATION --- p.vii / ACKNOWLEDGEMENTS --- p.viii / CHAPTER / Chapter I. --- INTRODUCTION --- p.1 / Characteristics of the China Labour Market --- p.1 / Problems Encountered by Foreign Companies in PRC --- p.2 / Challenges to Human Resources Practitioners in China --- p.3 / Objectives of the Project --- p.4 / Chapter II. --- METHODOLOGY --- p.7 / Target Population --- p.7 / Research Process --- p.9 / Structure of the Questionnaire --- p.9 / Chapter III. --- LEGAL FRAMEWORK OF LABOUR MANAGEMENT IN CHINA --- p.11 / National Laws and Regulations --- p.11 / Provincial Regulations --- p.13 / SEZ Regulations --- p.13 / Enforcement of Law --- p.15 / Chapter IV. --- CURRENT PERSONNEL PRACTICES - RESEARCH FINDINGS --- p.16 / Establishment of the Personnel Function --- p.16 / Job Analysis --- p.16 / Recruitment --- p.17 / Promotion Policy --- p.20 / Remuneration & Benefits --- p.21 / Performance Management --- p.25 / Employee Communications & Welfare --- p.26 / Training & Development --- p.27 / Role of the Personnel Department --- p.29 / Chapter V. --- PROBLEMS & ISSUES --- p.30 / Role of Personnel --- p.30 / Market Intelligence --- p.31 / Recruitment --- p.33 / Salary Increase --- p.37 / Benefits Policy --- p.38 / Training & Development --- p.39 / Attitude of the China Government --- p.40 / Mentality of People --- p.42 / Labour Relations --- p.43 / Chapter VI. --- COMPARISON WITH HONG KONG PERSONNEL PRACTICES --- p.44 / General --- p.44 / Job Analysis --- p.45 / Recruitment --- p.45 / Localisation Policy & Brain Drain --- p.47 / Remuneration & Benefits --- p.48 / Employee Relations & Welfare --- p.50 / Role of Personnel Management --- p.53 / Chapter VII. --- RECOMMENDATIONS AND CONCLUSION --- p.55 / Role of Personnel in PRC Business --- p.55 / Market Intelligence --- p.56 / Close Relationship with Relevant Parties --- p.57 / Targeted Selection --- p.57 / Remuneration --- p.58 / Housing Benefits --- p.60 / Training & Development --- p.62 / Performance Management --- p.64 / Labour Relations --- p.64 / Conclusion --- p.65 / APPENDICES --- p.68 / Chapter I --- LIST OF TARGET COMPANIES --- p.68 / Chapter II --- QUESTIONNAIRE --- p.69 / Chapter III --- COVER LETTER --- p.83 / Chapter IV --- MAIN BODY OF NATIONAL LEGISLATIONS --- p.84 / BIBLIOGRAPHY --- p.85

Submitted in fulfillment of the requirements for a Degree of Master of Technology: Human Resource Management, Durban University of Technology, Durban, South Africa, 2016. / While research has been conducted, with regard to motivational factors impacting service delivery performance globally, not many studies have focused on public sector employees’ motivational factors and how they are perceived by the public, with specific reference to the South African public sector. Therefore, the understanding of these factors are clearly explained and clarified, in order to assist the South African public sector to improve service delivery performance across the board and to attract and retain a motivated, professional workforce. Motivational factors that influence the service delivery performance of employees include, salaries and benefits, training and development, and promotional opportunities, as well as employee recognition, job security and so on. The research sample was selected randomly, using a stratified sampling method and consisted of 100 participants, required to complete a 5-point Likert scale questionnaire in the presence of the researcher, who was present to assist in providing clarity where needed. A combined method of both quantitative and qualitative techniques was employed, while the analysis of data was done using the statistics package SPSS, version 21.0, with the results presented by figures developed in Microsoft Excel and gross tabulation tables. The findings of the study revealed that a lack of employee training and development negatively compromises quality of service delivery performance in the public sector. The study results further discovered that the absence of career development opportunities hinders the improvement of service delivery performance, as employees perceive this as an obstacle to their earning abilities in the long-term. Leadership was identified as a major factor that contributes considerably in influencing employees’ performance in the public sector. Moreover, the study’s results and literature show that the South African government has policies regulating motivational factors, for example the Performance Management System (performance appraisals), as well as the Skills Development Act 97 of 1998 (training and development). Nonetheless, public servants still exhibit signs of poor motivation. Therefore, the findings from this study can assist the public sector to enhance the motivational levels of employees, while improving public service delivery performance, as a whole. / M

Submitted in fulfilment of the requirements for the Degree of Master of Management Sciences: Marketing, Durban University of Technology, Durban, South Africa, 2015. / Achieving customer satisfaction has been the goal of every organisation. In recent times, the postal business world over has experienced a sharp decline in the volume of mail due to more efficient alternative channels of communication. The dwindling volumes of mail have necessitated that public postal operators diversify into financial services as one way of generating more revenue. The Malawi Posts Corporation (MPC) is faced with challenges ranging from cash scarcity, increasing competition from banks and other financial services players like mobile phone companies. At the same time, the customer in the modern age is well informed and demanding high quality service. As such, the MPC needs to ensure that customers remain satisfied with the quality standards being delivered in its network. The importance of achieving service quality and satisfaction are enormous. High quality service and customer satisfaction are tools for competitiveness, productivity and profitability. The aim of this study is to analyse service quality in the Malawian public postal service. A modified SERVPERF questionnaire was used to assess customers’ perception of service quality, customer satisfaction and customer loyalty. The service quality dimensions of tangibles, reliability, empathy, assurance and responsiveness were used to evaluate customers’ perception of service quality. The 400 respondents were selected using convenience sampling and the eight Post Offices where this research was conducted were selected using purposive or judgemental sampling. Descriptive and inferential statistics were used to analyse data. Spearman rho was used to ascertain the relationship between variables. Man-Whitney and Kruskal-Wallis tests were used to compare differences between two independent variables. The findings of this study show that customers’ perception of service quality was generally good across all the five service quality dimensions and that all the dimensions of service quality have a positive relationship with customer satisfaction. In addition, the relationship between customer satisfaction and customer loyalty was found to be positive and significant. Recommendations are made in respect of improving the service quality dimensions because they have a direct impact on customer satisfaction which in turn affects customer loyalty.

published_or_final_version / Business Administration / Master / Master of Business Administration

published_or_final_version / Business Administration / Master / Master of Business Administration

published_or_final_version / abstract / Geography / Doctoral / Doctor of Philosophy

published_or_final_version / Architecture / Doctoral / Doctor of Philosophy