M. Tech. Information Networks / This dissertation reports on a systematic evaluation of the quality of services that are provided by clothing industry in South Africa. Textile and apparel clothing industry is an important leading segment of the world economy. Clothing retail stores are continuously striving to improve their service quality towards delivering customer satisfaction, which has surfaced as one of the foundational blocks of modern competitive business. The methodological evaluation of clothing stores follows two essential steps. The first step applies Partial Least Squares algorithm to Taiwan-, Europe- and American customer satisfaction models to identify suitable quality criteria that influence customer satisfaction of clothing store service. The second step uses the identified quality criteria in a multiple criteria decision making algorithm to evaluate a set of 17 popular clothing stores in South Africa. The results of the evaluation of the clothing stores revealed the core competence of South African clothing industry in quality service delivery. The results of this study can be used to guide clothing stores on how to better improve the quality of their services. This supplies confirmation for additional enhancement on corporate competitiveness.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:tut/oai:encore.tut.ac.za:d1001107 |
| Date | January 2013 |
| Creators | Moraba, Masekwane Donald. |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Text |
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