M.B.A. / The aim of this study is to investigate the factors that affect the service quality delivery implementation, benchmarking Translux and Greyhound, using the SERVQUAL model. 4 1.3 Objectives The study has the following objectives: 1.3.1 to determine the different customer-orientated approaches; 1.3.2 to investigate insights into the concept of marketing studies that support customer orientation; 1.3.3 to ascertain how to implement a customer-orientated approach in the industry; and 1.3.4 to determine the gaps between Translux and Greyhound service delivery and customer expectations. An assumption of the study is that the adoption of a customer-orientated philosophy will mean that the company has embraced the implications of the philosophy
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:uj/uj:2766 |
| Date | 20 August 2012 |
| Creators | Motaung, Leteba Daniel |
| Source Sets | South African National ETD Portal |
| Detected Language | English |
| Type | Thesis |
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