El objetivo del presente trabajo de investigación es determinar la calidad percibida en los servicios de karaokes de Lima Moderna. Para dicha investigación se utilizó la metodología del modelo SERVQUAL. El diseño de la investigación es un estudio descriptivo, cuantitativo y no experimental y de tipo aplicado. Se realizaron 233 encuestas digitales enviadas por conveniencia a clientes que asisten frecuentemente a los principales karaokes ubicados en los diversos distritos de Lima Moderna. Las preguntas se agruparon en cinco factores; tangibilidad, fiabilidad, capacidad de respuesta, seguridad y empatía. Los resultados evidencian la validez del instrumento utilizado para la investigación con una fiabilidad de 0,97. Como resultado del estudio de investigación, se concluye que son los factores de fiabilidad y seguridad los que influyen significativamente en la calidad percibida por los clientes del servicio de karaokes. El trabajo también investiga la relación entre factores, atributos y la calidad percibida por rangos de edad, así como comparativos entre principales distritos y karaokes de Lima Moderna. En el Perú no existen estudios que aplican el modelo SERVQUAL para medir la calidad de servicio en los servicios de entretenimiento denominados karaokes, por lo que, creemos, esta investigación servirá de base para futuros estudios sobre este rubro de negocio en Lima Moderna. / The objective of this research is to determine the perceived quality of karaoke services in modern Lima. The methodology of the SERVQUAL model was used for this research. The design of the research is a descriptive, quantitative and non-experimental study of an applied type. A total of 233 digital surveys were sent out for convenience to clients who frequently attend the main karaokes located in the various districts of Modern Lima. The questions were grouped into five factors; tangibility, reliability, responsiveness, security and empathy. The results show the validity of the instrument used for the research with a reliability of 0.97. As a result of the research study, it is concluded that it is the reliability and security factors that significantly influence the quality perceived by karaoke service clients. The work also investigates the relationship between factors, attributes and perceived quality by age ranges, as well as comparisons between main districts and karaokes in modern Lima. In Peru there are no studies that apply the SERVQUAL model to measure the quality of service in the entertainment services called karaokes, so we believe this research will serve as a basis for future studies on this business area in Modern Lima. / Tesis

El presente trabajo de investigación ha sido desarrollado en función a la información recabada de varias fuentes en la que destaca SUNAT, MINCETUR, SICEEX, agentes de carga internacional, agentes de aduana, importadores, gracias a los cuales se pudo establecer realidades desde diferentes puntos de vista. El objetivo general de esta investigación es determinar de qué manera se percibe la calidad del proceso del visto bueno del Bill of Lading en el ingreso de mercancías Full Container Load en el puerto del Callao en el año 2019. La investigación es de tipo cualitativo, de diseño teoría fundamentada, el tipo de alcance de investigación es de tipo exploratorio y la herramienta principal utilizada son las entrevistas semiestructuradas, las cuales han sido aplicadas a importadores, especialistas, agentes de carga y aduanas. En este último caso, entrevistando a gerentes, personas que laboran en áreas comerciales, dueños de agencias, etc. Finalmente hemos analizado las entrevistas en el programa ATLAS TI y los resultados de las entrevistas semiestructuradas permitirán encontrar hallazgos y establecer las conclusiones y recomendaciones para la investigación. / The present research work has been developed based on the information collected from various sources in which SUNAT, MINCETUR, SICEEX, international cargo agents, customs agents, importers stand out, thanks to which it was possible to establish realities from different points of view. The general objective of this research is to determine how the quality of the Bill of Lading approval process is perceived in the entry of Full Container Load goods in the port of Callao in 2019. The research is qualitative, with a grounded theory design, the type of research scope is exploratory and the main tool used is semi-structured interviews, which have been applied to importers, specialists, freight forwarders and customs. In the latter case, interviewing managers, people who work in commercial areas, agency owners, etc. Finally, we have analyzed the interviews in the ATLAS TI program and the results of the semi-structured interviews will allow us to find findings and establish conclusions and recommendations for the investigation. / Tesis

The research sought to investigate the Critical Excellence Factors (CEFs) that drive Excellence in banking industry. Moreover, it examines whether customers perceive the service of an excellent bank differently from a less-excellent bank. Three hypotheses were formed then tested through case study and survey strategy (triangulation), within the Saudi banking industry context. The study combines the EFQM excellence model as an internal assessment tool (case studies), with the SERVQUAL gap model for external assessment (questionnaires). Analysing and contrasting the two sets of results allowed the study to achieve its main objective. Based on the empirical work, the study identifies several CEFs that must be carefully considered when driving excellence in banking. These factors were proposed in a generic integrated model for driving Excellence in Banking.

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Gehaltediens lei tot effektiwiteit in enige organisasie. Die meting hiervan behoort 'n prioriteit te wees, maar geskikte, gevalideerde, wetenskaplike meetinstrumente hiervoor bestaan nie. Die algemene doel van die navorsing was die validering van 'n gerekenariseerde simulasietegniek ("Business Principles Orientation") vir die meting van klientediensvaardighede. In die literatuuroorsig is klientediens gedefinieer en vyf dimensies van gehaltediens gei:dentifiseer. Deur empiriese navorsing is die gerekenariseerde simulasietegniek ("Business Principles Orientation") se meting van klientediensvaardighede bepaal, deur dit afte neem op 'n steekproef van 28 kassiere in 'n supermark. Hierdie instrument is gekorreleer met die Servqual-vraelys. Die resultate dui op 'n swak verband tussen die veranderlikes van die Servqual-vraelys en gerekenariseerde simulasietegniek. Hiervolgens is die gerekenariseerde simulasietegniek en die ontwikkelingsverslag wat dit verskaf, nie geldig in die meting van klientdiensvaardighede nie. Aanbevelings ten opsigte van die instrument se verdere verfyning en navorsing word geformuleer. / Quality service leads to effectiveness in any organisation. The measurement of effectiveness should be a priority, but suitable, valid and scientific measurement instruments for this purpose does not exist. The general aim of the research was the validation of a computerized simulation technique ("Business Principles Orientation") for the measurement of client service skills. In the literature survey, quality service was defined and five dimensions of quality service identified. In the empirical research the measurement of client service skills through the use of the computerized technique ("Business Priciples Orientation"), was determined by testing it on a sample of 28 cashiers from a supermarket. This instrument was correlated with the Servqual-questionaire. The results show little correlation between the variables of the Servqual questionaire and computerized simulation technique. In terms hereof the computerized simulation technique and development report that it provides, is not valid in the measurement of client care skills. Recommendations for further refinement and research pertaining to this instrument is formulated. / Industrial & Organisational Psychology / M.A. (Bedryfsielkunde)

Gehaltediens lei tot effektiwiteit in enige organisasie. Die meting hiervan behoort 'n prioriteit te wees, maar geskikte, gevalideerde, wetenskaplike meetinstrumente hiervoor bestaan nie. Die algemene doel van die navorsing was die validering van 'n gerekenariseerde simulasietegniek ("Business Principles Orientation") vir die meting van klientediensvaardighede. In die literatuuroorsig is klientediens gedefinieer en vyf dimensies van gehaltediens gei:dentifiseer. Deur empiriese navorsing is die gerekenariseerde simulasietegniek ("Business Principles Orientation") se meting van klientediensvaardighede bepaal, deur dit afte neem op 'n steekproef van 28 kassiere in 'n supermark. Hierdie instrument is gekorreleer met die Servqual-vraelys. Die resultate dui op 'n swak verband tussen die veranderlikes van die Servqual-vraelys en gerekenariseerde simulasietegniek. Hiervolgens is die gerekenariseerde simulasietegniek en die ontwikkelingsverslag wat dit verskaf, nie geldig in die meting van klientdiensvaardighede nie. Aanbevelings ten opsigte van die instrument se verdere verfyning en navorsing word geformuleer. / Quality service leads to effectiveness in any organisation. The measurement of effectiveness should be a priority, but suitable, valid and scientific measurement instruments for this purpose does not exist. The general aim of the research was the validation of a computerized simulation technique ("Business Principles Orientation") for the measurement of client service skills. In the literature survey, quality service was defined and five dimensions of quality service identified. In the empirical research the measurement of client service skills through the use of the computerized technique ("Business Priciples Orientation"), was determined by testing it on a sample of 28 cashiers from a supermarket. This instrument was correlated with the Servqual-questionaire. The results show little correlation between the variables of the Servqual questionaire and computerized simulation technique. In terms hereof the computerized simulation technique and development report that it provides, is not valid in the measurement of client care skills. Recommendations for further refinement and research pertaining to this instrument is formulated. / Industrial and Organisational Psychology / M.A. (Bedryfsielkunde)

En fastighetsförmedlingsprocess skiljer sig markant mellan Sverige och Frankrike, vilket kan påverka uppfattningen hos köpare och säljare. I Sverige betonas transparens och trygghet genom en opartisk fastighetsmäklare, medan Frankrike använder sig av separata köp- och säljmäklare, med en notarie som hanterar den slutgiltiga affären. Skillnader i dessa processer skulle kunna leda till varierande kundupplevelser och därmed direkt påverka kundens nöjdhet. Att förstå dessa skillnader och anpassa tjänsterna därefter är avgörande för fastighetsmäklarens framgång och för att upprätthålla ett fungerande mäklarsystem i landet. Denna studie syftar till att undersöka och mäta kundupplevelsen från förmedlingsprocesserna i Sverige och Frankrike för att förstå vilken process som uppskattas mest av kunden.  I studien har en kvalitativ metod valts där semistrukturerade intervjuer har använts för att samla in material. Den grundar sig i teorier om kundens upplevelse, nöjdhet, upplevda servicekvalitet och lojalitet samt olika mätinstrument som kan fånga upp de olika aspekterna. Arbetet har belyst kundernas perception utifrån skillnaderna i de olika processerna enligt sju olika dimensioner från mätinstrumentet RESERV. Dessa är pålitlighet, beredskap, säkerhet, empati, materiella tillgångar, professionalism och tillgänglighet.  Studien har visat att kundens upplevelse påverkas av de olika förmedlingsprocesserna. Områden som säkerhet, beredskap och professionalism har dominerat de insamlade svaren och har ansetts ha en stor betydelse för kundens upplevelse. Sverige utmärker sig inom områdena beredskap och professionalism och Frankrike inom säkerhet. Studien konstaterar att olika processer föredras utifrån ett sälj- och ett köpperspektiv. Vidare går det att konstatera att kunderna värderade beredskapen mer än säkerheten eftersom de inte upplevde något av länderna som direkt osäkert. Studien resulterade i att den svenska processen var mer omtyckt än det franska i helhet - men att en kombination av de båda hade varit det bästa alternativet. Detta där en förmedlingsprocess både innehåller hög säkerhet men även hög beredskap som gör processen smidig och snabb. / The mediation process differs significantly between Sweden and France, which can affect the perception of buyers and sellers. In Sweden, transparency and security are emphasised through an impartial Real Estate Broker, while France uses separate buyer and seller Brokers, with a Notary handling the final transaction. Differences in these processes could lead to varying customer experiences and thus directly impact customer satisfaction. Understanding these differences and adapting services accordingly is crucial for a Broker's success and to maintain a functioning Brokerage system in the country. This study aims to investigate and measure the customer experience from the mediation processes in Sweden and France to understand which process is most appreciated by the customer.  In the study, a qualitative method was chosen where semi-structured interviews were used to collect material. It is based on theories of customer experience, satisfaction, perceived service quality, and loyalty, as well as various measurement instruments that can capture these different aspects. The work has highlighted customers' perceptions based on the differences in the processes according to seven different dimensions from the RESERV measurement instrument. These are reliability, responsiveness, assurance, empathy, tangibles, professionalism, and availability.  The study has shown that the customer experience is influenced by the different mediation processes. Areas such as security, readiness, and professionalism have dominated the collected responses and have been considered to have a significant impact on the customer experience. Sweden stands out in the areas of readiness and professionalism, and France in security. The study concludes that different processes are preferred from a seller and buyer perspective. Furthermore, it can be noted that customers valued readiness more than security because they did not perceive any of the countries as directly unsafe. The study results in Sweden being considered to have a somewhat more preferred process overall - but that a combination of the two would have been the best option. This meaning that the process contains both a high level of security but also a high level of readiness for a smooth and fast process.

Submitted on completed of Master’s Degree of Technology: Quality, Department of Operations and Quality Management, Durban University of Technology, Durban, South Africa, 2015. / Similar to a production line, the development of a dissertation is a process within a research dyad that is affected by many factors. On completion, the customer / student is either satisfied or dissatisfied with the outcome of the research process. However, errors in the dissertation detract from its quality and this may leave students dissatisfied with the overall outcome of the marking and review process. To improve the product, it is critical that factors contributing to the production of a quality dissertation are understood. The aim of this study was to determine which components of the SERVQUAL model (namely, Responsiveness, Assurance, Tangibles, Empathy and Reliability) contributed to a lower quality dissertation, thereby gaining an understanding of, and implementing factors which enable the production of a good quality dissertation which meets all stakeholders’ expectations. This was achieved through a prospective, mixed-methods study which analyzed the quality of 30 dissertations by means of a Checklist, denoting the quality of the dissertations. Thereafter, the 30 students and 30 supervisors involved in these dyads were asked to each complete separate questionnaires. The questions covered their respective demographics, research knowledge, expectations and perceptions of the research process. The data was then descriptively analysed and presented by way of tables to demonstrate the quality of the dissertation, and the characteristics of the students and the supervisors. The Chi-Squared statistics and Fisher’s Exact tests were then computed to determine relationships between these characteristics. It was revealed that significant differences between the students and the supervisors existed regarding: the length of time to completion of their Master’s; the roles of facilitators in the research process; student and supervisor role ambiguity; the reason for and need to complete research and specific knowledge of the research process. It was noted that a lack of communication resulted in a significant impact on reliability of the university service, moderate impact on assurance and responsiveness, with the least impact on empathy. In contrast, both the student and the supervisor perceived the tangibles provided by the university as satisfactory. Then, through the process of triangulation, it was shown that the relationship within the dyad lacked clear communication and common understanding of the research processes which was likely to result in a lower quality dissertation. It is, therefore, recommended that all students and supervisors that enter into a dyadic relationship need to find mechanisms (for example: learning contract, weekly meetings) to ensure a consistent and common understanding of the research process throughout its development to allow for the effective production of a good quality dissertation.

The study identifies how different stakeholders perceive service quality improvement initiatives in public higher education institutions in Ethiopia. For this purpose, a mixed research methodology was employed. Furthermore, secondary data were collected from a variety of literature and primary data were collected from academic staff and final year students at public higher education institutions using the SERVQUAL scale and through focus group interviews. The collected data were analysed using both descriptive and inferential statistics. The research findings indicated that all dimensions of the service quality improvement initiatives were perceived by academic staff and studentsto be verypoor. The reasons for these poor or low perceptions were: the high expectationsof the stakeholders, the government’s intention to expand, lack of adequate knowledge regarding the implementation of the BPR process, the lack of motivation by service providers, poor management and the lack of good governance by the universities, inexperienced workers, non-empowered and task specific frontline employees, the low quality of the infrastructure, non-value adding hierarchical structures and approval systems, ethical problems with some service providers, the high staff turnoverand the lack of experienced staff. In addition, at all new universities, construction is underway and as a result,there are problems such as the poor state of the dormitories, classes,bathrooms, recreation areas, lounges, TV rooms, sport fields and internet connectivity, while the libraries are not well stocked with books and periodicals either. This study has recommended that the institutions should have standardised instruments that can be used to measure the status of service quality improvement and deliveryperiodically and to identify the areas that have the highest perceived performance gap scores in order to redeploy some of the resources. It also needs to be pointed out that the service providers lack sufficient knowledge and skillsconcerning the implementation of BPR, thus training is recommended in this regard.It is further recommended that for effective implementation of the BPR process, the importance of the provision of different guiding documents, continuous monitoring of activities and top management support should be kept in mind. / Educational Leadership and Management / D. Ed. (Educational Management)

Text in English / The study sought to assess the quality of library services by investigating the gaps between various service quality variables using the LibQUAL, SERVQUAL and SERVPERF models. The pragmatic paradigm formed the basis of this study while the mixed methods approach was adopted. The convergent parallel mixed methods design where both quantitative and qualitative data collection methods and data were integrated was adopted. Using the side-by-side comparison style, both sets of data were separately analysed and presented. The results were then compared to establish if they confirm or disconfirm each other. Questionnaires were administered to 94 users of the library. To calculate the level of service quality, the study measured the service adequacy gap (SAG), service superiority gap (SSG), zone of tolerance (ZoT), and D-M scores. Followup focus group discussions (FGDs) were conducted to validate, supplement and further explore the issues that arose from data collected using the questionnaires. The findings revealed a gap between the users’ expectations and perceptions of service quality and that library services were not meeting users’ expectations. The users’ expectations exceeded their perceptions since all service quality scores (SAG, SSG, ZoT and D-M scores) were either low or negative. Generally, the library performed well in the dimensions that touch on human aspects of the library but did poorly in the aspects that touch on information collections, library space and equipment. There were no significant differences between the protocols, with the overall gaps between perceptions and desires being all negative. The findings of the FGDs confirmed those of the questionnaires. The study recommended that the Court should allocate resources in a way that ensures human aspects of the library remain at high levels of service quality, while the shortcomings on aspects of information control, library space and equipment addressed. However, while addressing the physical space aspects, the library should bear in mind that users did not rate them as important for their purposes. This means that the library will need to invest in electronic content that can be accessed remotely by users. In view of the findings, the study concluded by developing a service quality framework on quality improvement and its sustenance at the library and the Court at large. / Information Science / D. Litt. et Phil. (Information Science)