The induction of the tuition fee for higher education in Sweden for students arriving from outside the European Economic Area will affect Swedish universities and in particular Jönköping University considering its position on the educational market as one of the most international universities in Sweden. This, in combination with the BRIC countries’ expanding economies, has inspired the researchers to examine how these four countries experience the educational service quality offered by Jönköping University. With the new legislation of the introduction of the tuition fee, a major change affecting the Swedish educational system has taken place and it is therefore significant to examine the possible effects this might have. This research has used Jönköping University as a case, and the collection of data will be concentrated on international and exchange students attending the university. The reason behind the choice of Jönköping University is because of its strong international profile with many partner universities worldwide, which has resulted in a high rate of international and exchange students arriving to the university (Educations.com, 2011). Due to the nature of a service, the measurement tool of SERVQUAL has been used. Qualitative interviews were conducted to increase the reliability of the quantitative findings, where one student from each country was interviewed. In order to gain sufficient samples for the questionnaire, the researchers have used Geert Hofstede’s theory on cultural dimensions to compensate for the groups missing satisfactory population but also to examine whether students from the covered dimensions experience services differently. Due to the inability to measure the expectations of the students, the zone of tolerance was used in order to indirectly identify expectations of future students. The Total Perceived Quality model was used to demonstrate the connection between experience and expectation of a service in order facilitate the understanding of future expectations.  Descriptive- and factor analyses were used in combination with the zone of tolerance when examining the findings. The quantitative data imply that there is a gap in the educational service provided by Jönköping University and there were strong indications of the students being very satisfied with the educational quality however the qualitative data showed that the students who were interviewed were not willing to pay the fee. In the discussion part, the researchers argue for reasons why the quantitative data may be misleading since it was only implemented on students who had been at Jönköping University for free with an already established perception of the education being tuition free.

Relationships have become more essential today considering that the business environment consists of many actors competing over the same customers. Relationships imply great advantages, for both the companies and the customers, and involve knowledge exchange. This implies that the companies are able to understand and tailor their offering to suit the specific needs of the customers. To understand how the customers perceive a company’s offering it might be useful to assess the dimensions regarding service quality. A company needs to be aware of what they are promising in order to achieve this. The purpose of this thesis is to identify essential aspects that affect the customer satisfaction in the relationship between a wholesale company and a specialized retailer. In order to fulfill our purpose a case study was conducted of the wholesale company Dogman. To be able to understand Dogman’s relationships with their retailers, five service quality determinants were used. Our research indicates that four aspects; information, knowledge, salespeople and responsiveness, are essential for customer satisfaction and long-lasting relationships.

Background: Service quality is considered to be a vital strategy for survival and success in today’s competitive environment. Although there have been an emphasis in quality overall, the research in companies performance within a business-to-business approach is still largely unexplored. Accordingly, service quality in recruitment companies will be interesting to examine in order to explore the business-to-business industry further. Purpose &: The purpose of this research is to study how recruitment Research Question: companies secure quality in their services. What factors indicate various quality levels? Methodology: This is a qualitative study with a deductive approach. Multiple case studies were conducted with a total of six respondents from three companies. Conclusion: This research concluded factors that indicate various quality levels in recruitment companies. The collected data that could not be strengthened with the theories was recommended as further research.

A considerable amount of academic attention has been directed towards the relationship between service quality and customer satisfaction. But the nature of the exact relationship is still shrouded with uncertainty. In addition, few researches focus on the dimensions of service quality and their differing impacts on customer satisfaction in western fast food restaurants. This paper examines whether or not quality and satisfaction should be considered as a single construct, or distinct, separable constructs. Customer satisfaction is typically evaluated by means of a single item scale and sometimes multiple item scales. Conversely, this empirical study adopts a different approach and considers customer satisfaction as a multi-dimensional construct just as service quality, but argues that customer satisfaction should be operationalized along the same corresponding items on which service quality is operationalized. The SERVQUAL instrument was slightly modified to measure the relationship between service quality and customer satisfaction among customers in western fast food chains in Kaohsiung. The research survey captures customers¡¦ perceptions of excellent service and compares it with their overall satisfaction. Using multiple regression analysis and T-test, the paper also reports on how socioeconomic and demographic disparities can influence the perception of service quality and satisfaction. Based on the research findings, the service quality and customer satisfaction are indeed independent but are closely related constructs. Their relationship suggests that an increase in one will lead to an increase in another. The statistical analysis also revealed that demographic variables can have major influences on service quality and customer satisfaction. The aim of the study is to supply useful results for future customer satisfaction researches in the fast food industry and provide insights into market segmentation strategies.

<p>Using an already developed model for measuring the quality of online services, the authors of this thesis have developed and later on modified a theoretical model (instrument) for measuring the quality of online banking services in particular. Using quantitative research method including the design and distribution of a questionnaire, empirical data was collected on which statistical analysis has been performed. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument) for measuring quality of online banking services includes four quality dimensions (Service Performance, Website Characteristics, Communication and Efficiency) with total of 17 items (questions). Furthermore, based on the modified theoretical model, customer satisfaction with different aspects of the online banking services has been evaluated. Based on the results of the Analysis of the Empirical Data, managerial recommendations are given. Suggestions for further research on quality of online banking services are also offered.</p>

The main objectives of this study are to demonstrate the significance of customer service quality in the banking sector of Cyprus in order to enable managers in banking organisations to identify the determinants of customer perceptions of service quality and ultimately to provide a method to measure the levels of service quality offered. Therefore, the objectives of this thesis are: • To evaluate the SERVQUAL model and assess whether it can be applied in the context of the Cypriot banking industry, and consequently establish a reliable and valid service quality measurement instrument for Cypriot banks, and • To identify the level of service from banks in Cyprus and detect ways to improve the service quality offered. This study evaluates SERVQUAL dimensions, and more specifically the perceptions side of the instrument, and modifies it through an extensive and in-depth analysis of the literature review published on the topic of service quality and through interviews with bank experts and quality specialists so as to assess its applicability to the banking industry in Cyprus. As a result of this analysis, a modified version of the perceptions’ side of SERVQUAL was constructed as a measurement scale of service quality in the banking sector of Cyprus. Data were collected through customer surveys conducted outside bank branches. Subsequently, the collected data were analysed through tools such as factor analysis, multiple regression analysis, and internal consistency measurement. This analysis helped to prove the validity and reliability of the modified instrument used to measure service quality and revealed the dimensional structure of the service quality construct in the Cypriot banking sector. The major findings of this study suggest a four-dimensional construct derived from 23 items in the questionnaire. These dimensions are employee proficiency, convenience, professionalism and assurance. All four factors are positive and significant predictors of service quality. This result is different from the SERVQUAL and the SERVPERF models as both indicate five dimensions composed of 22 items. The reliability and validity of the scale(s) in this study were fully supported. These results lead to several implications for both researchers and practitioners. For theorists, the results of this study can be used as foundations for further studies, for questionnaire scale development, to further support the use of a single scale and to raise the issue of the non-existence of the ‘tangibles’ dimension, which is not fully discussed in the literature and should be tested in future studies as well. For managers and practitioners this study offers much support for the importance of employees and for a continuous investment in service quality programmes. It also suggests incorporating service quality measurement into branch performance measurement. Finally, the results obtained in this study pose significant challenges to managers and support the idea that practitioners should have a comprehensive view of service quality in banking organizations to accurately measure customer perceptions of service quality.

The goal of this research was to explore what the value drivers are in SAP Enterprise Mobility. On the basis of existing literature a model was created that predicts customer value in this particular industry. Furthermore, with this research it was tried to find out whether there is a connection between large firms and investment plans in enterprise mobility, as well as for what purpose companies want to invest in enterprise mobility. Because it is most interesting what brings value to decision makers regarding investing in SAP Enterprise Mobility, the target population consisted of IT decision makers. They were asked to complete a questionnaire which measures their attitude towards product quality, service quality, relationship quality, the fairness of the product price, the fairness of the service price, and the customer value in SAP Enterprise Mobility as a whole. During an intensive month of data collection 32 IT decision makers cooperated to execute this research.  The data suggests that quality of SAP products, such as the mobile applications and the mobile platform, is a value driver, as well as a fair price for consultancy services. Interestingly, despite the theoretical background the data does not indicate that the price of SAP products, the quality of the service that the consultancy provider delivers, and the quality of the relationship with the consultancy provider are significant value drivers. The data does confirm that large companies (with more than 1000 ERP users) have a stronger tendency to invest in enterprise mobility in 2014 than smaller companies. Moreover, there is a lot of variety in the purposes for investing in SAP Enterprise Mobility. This implies that SAP Enterprise Mobility is a very versatile concept and is used for many different and individual purposes.

The lack of service delivery by South African municipalities has received much attention in recent years. In South Africa, service quality within local government is perceived as being generally poor. According to the South African Constitution, the mandate of a municipality is to ensure service deliveries through satisfying citizens‟ basic needs. Therefore, an understanding of customers‟ expectations and perceptions is vital for any service organisation’s success. The research undertaken in this study was deemed necessary, given that service delivery by South African municipalities is widely considered to be lacking in various areas. The research was conducted against the backdrop of the White Paper on Local Government that calls for the provision of services to communities in a sustainable manner. The primary objective of the study was to provide a view on the community’s expectations and perceptions of the service quality delivery by the Emfuleni Local Municipality in order to identify any potential service quality gaps. The study follows a descriptive research design approach. The literature review comprised published research relating to service quality and service quality models. The literature review provides information on service quality from the perspective of general service industries, as well as an overview of the current South African local spheres of government. The outcomes of the literature review served to provide the theoretical framework for the empirical study. A questionnaire survey was utilised to gather the required data for the empirical portion of this study. Residents of the Emfuleni Local Municipality formed the sampling frame of this study. The questionnaire included the SERVQUAL measuring scale. Self-administered questionnaires using the mall-intercept survey method were employed as the data collection method. In accordance with the delineated scope of the study, this study was confined to the Vereeniging and Vanderbijlpark pay points of the Emfuleni Local Municipality. The study is cross-sectional in nature (data were collected in December 2010) and, as such, the results are representative of that point in time. The findings indicate that customers of the Emfuleni Local Municipality have negative perceptions of the quality of services delivered by the municipality. A statistical and practical significant difference was computed between expectations and perceptions on all of the service quality dimensions concerning service-quality delivery by the Emfuleni Local Municipality, thereby indicating service quality gaps that need to be addressed. The recommendations provided in this study focus on suggesting possible ways in which municipalities in South Africa in general, and in the Emfuleni Local Municipality in particular, may improve their service-quality delivery in order to decrease the gaps between expectations and perceptions, and doing so, increase customer satisfaction. Recommendations for closing these gaps include increasing marketing research, upgrading and maintaining the physical facilities, improving collaboration, co-ordination and co-operation between departments, keeping up-dated records, improving communication programmes, and implementing management and leadership training for management team. In addition, it is recommended that municipalities recruit qualified personnel who are willing to help, and that they engage in on-going staff training and motivation initiatives. / MCom, Business Management, North-West University, Vaal Triangle Campus, 2012

The South African health industry can be divided into public and private health institutions. The public health institutions are subsidised by the South African government, whereas the private institutions generate income from medical aids and out-of-pocket payments. Three major groups currently control the private health sector and include Medi-Clinic, Life Healthcare and Netcare. Due to the competitiveness of the private health sector with limited role players, institutions need to differentiate themselves on the service quality provided by these institutions. The purpose of the study was to measure service quality in a private hospital. This was done by setting the following objectives: Determining the importance of service quality, determining the current standard of service quality, determining the gap between the importance and satisfaction of service quality dimensions as well as the influence of gender on the perception of service quality. The literature consisted of two topics, which included the private healthcare sector and the standards of service quality. The private health care sector lightens the load on the current overburdened public sector, but in doing so utilises the majority of qualified personnel as well as half of the financial resources available. Medical schemes are the main contributor the private institutions and are only available to the individuals privileged enough to afford these schemes. Service quality pertains to the ability of the service provider to meet or exceed the expectations of the customer. Thus, the importance of such ability lies in the fact that institutions can use this to differentiate them from other role players in this highly competitive market. Several models exist to evaluate service quality, but the SERVQUAL model has been utilised in various health institutions. Furthermore, gender could also have an effect on the manner in which customers perceive service quality. The study made use of the SERVQUAL model, with a 38-item survey questionnaire forming the basis of the data collecting technique. The 38 items were divided into seven sections, which included premises/employees, doctors‟ medical services, diagnostics, nursing medical services, admissions, meals and wards. A response rate of 71% was obtained. The demographic profile of the study resembled the current demographic of the town and 35.85% of the respondents were male with 64.15% being female. The validity and the reliability of the study were confirmed by means of an exploratory factor analysis and Chronbach alpha coefficients. The analysis of the difference in means of the various factors indicated that tangibles 2 and responsiveness 1 required attention from management to improve customer satisfaction. The analysis of data pertaining to gender indicated that no difference in satisfaction levels was evident. In conclusion, management needs to focus on the factors highlighted during the study, with proper maintenance and improvement of the appearance of the facility and providing training to staff to promote patient relationships. Furthermore, the recommendations include that the model is used in all institutions to evaluate service quality levels to highlight possible shortfalls, thus providing management with ability to address these shortfalls, in an effort to improve the level of service quality across the whole health sector. / MBA, North-West University, Potchefstroom Campus, 2014

The South African health industry can be divided into public and private health institutions. The public health institutions are subsidised by the South African government, whereas the private institutions generate income from medical aids and out-of-pocket payments. Three major groups currently control the private health sector and include Medi-Clinic, Life Healthcare and Netcare. Due to the competitiveness of the private health sector with limited role players, institutions need to differentiate themselves on the service quality provided by these institutions. The purpose of the study was to measure service quality in a private hospital. This was done by setting the following objectives: Determining the importance of service quality, determining the current standard of service quality, determining the gap between the importance and satisfaction of service quality dimensions as well as the influence of gender on the perception of service quality. The literature consisted of two topics, which included the private healthcare sector and the standards of service quality. The private health care sector lightens the load on the current overburdened public sector, but in doing so utilises the majority of qualified personnel as well as half of the financial resources available. Medical schemes are the main contributor the private institutions and are only available to the individuals privileged enough to afford these schemes. Service quality pertains to the ability of the service provider to meet or exceed the expectations of the customer. Thus, the importance of such ability lies in the fact that institutions can use this to differentiate them from other role players in this highly competitive market. Several models exist to evaluate service quality, but the SERVQUAL model has been utilised in various health institutions. Furthermore, gender could also have an effect on the manner in which customers perceive service quality. The study made use of the SERVQUAL model, with a 38-item survey questionnaire forming the basis of the data collecting technique. The 38 items were divided into seven sections, which included premises/employees, doctors‟ medical services, diagnostics, nursing medical services, admissions, meals and wards. A response rate of 71% was obtained. The demographic profile of the study resembled the current demographic of the town and 35.85% of the respondents were male with 64.15% being female. The validity and the reliability of the study were confirmed by means of an exploratory factor analysis and Chronbach alpha coefficients. The analysis of the difference in means of the various factors indicated that tangibles 2 and responsiveness 1 required attention from management to improve customer satisfaction. The analysis of data pertaining to gender indicated that no difference in satisfaction levels was evident. In conclusion, management needs to focus on the factors highlighted during the study, with proper maintenance and improvement of the appearance of the facility and providing training to staff to promote patient relationships. Furthermore, the recommendations include that the model is used in all institutions to evaluate service quality levels to highlight possible shortfalls, thus providing management with ability to address these shortfalls, in an effort to improve the level of service quality across the whole health sector. / MBA, North-West University, Potchefstroom Campus, 2014