Thesis (M.A. (Media Studies)) --University of Limpopo, 2014 / The purpose of this study was to investigate if there was any statistical significant difference in attitude towards Affirmative Action and job satisfaction of employees in the South African Broadcasting Corporation in Limpopo Province (SABC Limpopo Combo). The Attitude towards Affirmative Action Questionnaire (AAAQ) and the Job Satisfaction Questionnaire (JSQ) were distributed among employees/journalists (N=86) who were randomly selected. The results were analysed using the Chi-Square test and the t-test. The results revealed no statistical significant difference in attitudes towards Affirmative Action among employees or journalists and no significant relationship between attitudes towards Affirmative Action and job satisfaction. However, results revealed that senior employees/journalists were more satisfied than junior employees/journalists in (1) pay and benefits, and (2) job activities/work itself. Recommendations were made, which may be considered during the interpretation of organisational turnaround strategies and employment equity in workplaces or in the media.

Made available in DSpace on 2014-12-17T14:53:22Z (GMT). No. of bitstreams: 1 IsabelNP.pdf: 1703303 bytes, checksum: e559e40be586cb692c3e53bc646839e7 (MD5) Previous issue date: 2006-05-19 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior / This Master s thesis presents a discussion on customer satisfaction models investigating the relations of antecedent variables service quality, price index, complaint handling, image, affective and calculative commitment, with satisfaction and loyalty. The scope of the research is the influence of service dimensions in the car buyer s satisfaction and loyalty. A sample of 91 customers was surveyed among new cars buyers of one brand in Natal city, Brazil, and the data was analyzed using multiple regression analysis. The literature review covers subjects such as customer satisfaction, management system, customer satisfaction measurement index models. The main findings suggest that satisfaction with the car brand is mainly influenced by customization of the service, time for accomplishing servicing, and the way the dealer handle complains. Regarding the dealer itself the main variable related to satisfaction is also time for accomplishing servicing. Considering customer loyalty, the customer satisfaction with the dealer explain strongly the loyalty with the brand/manufacturer. Also, the satisfaction, affective commitment and complains handling were found related to loyalty, as the stronger variables explaining the loyalty variance. One main conclusion is that service provided by dealers is one key factor influencing the customer satisfaction and loyalty in auto industry / Esta tese de Mestrado apresenta uma discuss?o a modelos de satisfa??o do cliente, investigando as associa??es das vari?veis antecedentes (qualidade do servi?o, pre?o, gest?o de reclama??es, imagem da empresa e compromisso afetivo e calculado) com satisfa??o e fidelidade do cliente. O escopo da pesquisa ? a influ?ncia das dimens?es do servi?o na satisfa??o e fidelidade do comprador de carro. A amostra de 91 clientes foram pesquisados entre os compradores de carros novos de uma marca na cidade de Natal, Brazil, e os dados foram analisados usando an?lise de regress?o m?ltipla. A pesquisa te?rica envolveu conceitos de satisfa??o do cliente, modelos de sistema de gest?o e modelos ?ndices de medi??o de satisfa??o do cliente. Os principais resultados sugerem que a satisfa??o com a marca do carro ? influenciada principalmente pela customiza??o do servi?o, pelo tempo para realiza??o do servi?o oferecido e pelo modo como a concession?ria trata o cliente diante das reclama??es. Considerando a fidelidade do cliente, a satisfa??o do cliente com o fornecedor explica fortemente a fidelidade com a marca/fabricante. Tamb?m, a satisfa??o, o compromisso afetivo e o tratamento de reclama??es est?o relacionados com a fidelidade, como vari?veis fortes explicando a varia??o na fidelidade. Uma principal conclus?o ? que o servi?o oferecido pelo fornecedor ? um fator importante influenciando a satisfa??o e fidelidade na ind?stria automobil?stica

This dissertation sets out to explore the roots of trade union members' job dissatisfaction, as a large body of prior quantitative research, spanning more than four decades, indicates that trade union members express higher levels of job dissatisfaction than non-union members. Industrial relations scholars have not been able to agree on an explanation as to why trade union members express comparatively more job dissatisfaction. The ambiguity in establishing a causal relationship between trade union membership and job dissatisfaction is due to the fact that previous works have largely been biased towards the use of quantitative methods. The present study, therefore, uses a unique qualitative approach consisting of grounded theoretical techniques and interviews with 43 trade union members to gather new insights on the topic. Interviews were conducted at two case study organisations, one a manufacturer and the other a public services organisation, in Scotland. Three alternative explanations that have sought to explain trade union members' job dissatisfaction were unpacked. These explanations link trade union members' job dissatisfaction to (i) unmet expectations from trade union membership, (ii) awareness of inequalities and (ii) industrial relations climates. The aim of this dissertation was to develop insights to enable a better understanding of why trade union members appear to express dissatisfaction with their jobs. The grounded theoretical approach has enabled at least three contributions to the industrial relations literatures and, to a lesser extent, to the human resources and job satisfaction literatures. These contributions are: (i) a deep, qualitative approach towards understanding the phenomenon; (ii) a critical evaluation of three alternative explanations of the phenomenon; and (iii) insights towards an initial model explaining the roots of trade union members' job dissatisfaction.

This diploma thesis deals with customer satisfaction analysis of Hospoda U Hlaváčů using a questionnaire survey and provides proposals for its improvement. The thesis is based on a comparison of theoretical knowledge with practical skills. Theoretical part is focused on market research, customer and questionnaire survey. The practical part analyses and elaborates the obtained results. Based on the data evaluation, several areas requiring improvement were indicated. Proposals to increase the level of customer satisfaction and development of provided services are given.

This master thesis is focused on the measurement of customer satisfaction and building up the relationship between the company and the customer. The aim of this thesis is to apply gained theoretical data to practical measurement of customer satisfaction in H & M Hennes & Mauritz CZ, s.r.o. The task of the practical side is the proposal of improvement in providing services, according to the result of measurement of the customer satisfaction analysis which was implemented.

Diplomová práce se zabývá problematikou analýzy spokojenosti zákazníků společnosti Deloitte Belgie. Srovnává teoretické poznatky s praktickými dovednostmi získanými během stáže ve společnosti Deloitte. Metoda osobního dotazování byla použita za účelem získání cenné zpětné vazby od klientů a k provedení analýzy spokojenosti zákazníků. Na základě vyhodnocení bylo identifikováno několik oblastí vyžadujících zdokonalení a navržena opatření vedoucí ke zlepšení zjišťování spokojenosti zákazníků a zvýšení stávající úrovně spokojenosti zákazníků.

This masters´s thesis deals with the marketing research and customer satisfaction analysis, which have been focused specifically Albert supermarket, located in Masarykově Square in Jihlava. The first part of this work summarizes the theoretical knowledge, such as the processes of marketing research, purchasing behavior and how to measure customer satisfaction. The second part is the practical part of the study, which examines the assessment of information obtained through the research, as well as recommendations. These should enhance the satisfaction levels of the existing and future customers and further improve the competitiveness of this business operation in its market sector.

This thesis aims at using marketing research to determine customer satisfaction of university students with the third pillar of the pension system. The first section describes the objectives of the work, including the necessary methods. The following theoretical part deals with basic concepts of marketing, marketing research, as well as defining the customer and his satisfaction, including methods by which satisfaction is measured. In addition, there is a description of the general operation of pension systems and individual pillars. The practical part includes marketing research, evaluation of the collected data and own suggestions for improving this product.

A field experiment examines within a financial services firm the impact of a customer satisfaction survey-based intervention that enables front-line employees to identify and contact less-than satisfied customers (less than 9 on a 10-point scale) to proactively prevent potential customer defections. The impact is measured using operational data from 28,000 new customers and their associated defection behavior over a period of eight years. The experiment applies binomial Z-tests of proportions to assess the difference in defection rates of targeted and non-targeted customers before and after the intervention. The research finds that the use of closed loop satisfaction measurement reduces customer defections (by 40%, p>.001). Further, the research finds that the primary reduction is for non-targeted customers rather than for targeted customers, contrary to expectations. The research also provides additional support for the 'service recovery paradox' wherein customers who are less-than satisfied who are satisfactorily resolved have reduced defection rates compared to customers that are satisfied (by 47%, p=.016). The primary limitation of the research is its reliance on data from a single company. Another limitation is the potentially confounding impact of the Great Recession on defections during the study period, which could threaten the validity of the analysis. Consequently, additional tests were performed to control for this and other potentially confounding factors. These tests show that the Great Recession and the host company's cost cutting reactions did impact defections and therefore data from these periods were eliminated from the analyses. The primary theoretical contributions are the use of actual customer defections to measure the impacts and the use of a proactive rather than a reactive intervention. The contribution from a practitioner perspective is the relatively low cost of this intervention for improving customer retention.

This Thesis is about improvement Quality Service from the perspective of the customer satisfaction. This is motivated in a service company that has some problems measuring customer satisfaction in a quality of service. We believe that customer satisfaction is related with the quality of service, and measuring can be used like a advantage for Quality improvement. To archive this we present some theoretical background about Quality, some tools for quality improvement, some tools for measuring customer satisfaction. Our empirical findings are focused on how our case company tried to use these approaches. During the analysis we compare these information and we’ll see if there is a correlation between the different authors and how the company works. We’ll see that they work very well with TQM, Six Sigma, they use some approaches of SERVQUAL and CSM. Also we’ll apply QFD that relates the customer needs and expectations, and the Service Characteristics, identified previously. The results are based both in SERVQUAL and QFD. For instance, the lack of communication between the customers and company is the main gap regarding how to measure the customer satisfaction. Some tips about how to measure the customer satisfaction and other recommendations are given at the end. The conclusions are the benefits that we obtain from combining the SERVQUAL and QFD method, because we believe that both work very well together due to it becomes a powerful tool that is telling if the customer is satisfied or not. Aside it is telling us where we should act to improve the quality of service and therefore the customer satisfaction. The work presented is based on the interview with our contact person. Several observations were made regarding the measurement method that they are using. / Den här uppsatsen handlar om förbättring av servicekvalitet sett utifrån ett konsumenttillfredsställelseperspektiv. Detta är motiverat i ett tjänsteföretag som har problem med att mäta konsumenttillfredställelse i form av servicekvalitet. Vi tror att konsumenttillfredställelse är relaterat till kvaliteten på servicen, och att en mätning av denna kan användas som en fördel för kvalitetsförbättring. För att åstadkomma detta presenterar vi en teoretisk bakgrund om kvalitet, en del verktyg för kvalitetsförbättring samt en del verktyg för att mäta konsumenttillfredställelse. Vårt empiriska underlag är fokuserat på hur vårt exempelföretag har gått tillväga i arbetet med dessa verktyg. I analysdelen jämför vi informationen för att se om det existerar en korrelation mellan de olika författarna och hur företaget arbetar. Vi noterar att de arbetar väl med TQM, Six Sigma och att de använder en del av aspekterna i SERVQUAL och CSM. Dessutom kommer vi att applicera QFD som relaterar konsumenternas behov och förväntningar till serviceegenskaper, som tidigare identifierats. Resultatet är baserat både på SERVQUAL och CSM. Exempelvis är bristen på kommunikation mellan konsumenterna och företaget det främsta gapet beträffande mätningen av konsumenttillfredställelse. Rekommendationer angående mätningen av konsumenttillfredställelse och andra förslag ges i slutet av uppsatsen. Slutsatserna är de fördelar som vi fått fram genom att kombinera metoderna SERVQUAL och QFD, två metoder som fungerar bra tillsammans och blir ett kraftfullt verktyg, som kan ge svar på om konsumenten är tillfredsställd eller ej. Dessutom visar det hur vi ska agera för att förbättra servicekvaliteten, och därmed konsumenternas tillfredställelse. Uppsatsen är baserad på intervjun med vår kontaktperson. Flertalet observationer har genomförts av den mätmetod som företaget använder sig av.