M.Comm. / The objectives of this study are: - to determine the perceptions of the internal client relative to his requirements of the service being delivered, - to determine the specific areas in which there are shortcomings in the delivering of the services, and - to make recommendations for provision of better service. The respondents who participated in the study, are the managers of Telkom in the Witwatersrand area. The technical support services are delivering a support service to Telkom in maintaining the infrastructure of its network (power systems, air conditioning systems and electronic cards) and the production of various products of plastic and steeL The viability of the workshops will depend on delivering a quality service to its clients that meets their minimum requirement of expected performance. Data collection took place by using the SERVQUAL-questionnaire. This questionnaire is based on the five dimensions of service quality that were identified in a study by Parasuraman, Zeithaml and Berry (1985), namely reliability, reaction, insurance, empathy and tangibles. The managers were required to complete the questionnaire which was sent by E-mail A software program was used to process the results. The results indicated a negative satisfaction index and the conclusion could be drawn that the workshops do not meet expectations of the clients. The satisfaction gap is the difference between the perception of the client of the service that is delivered and the minimum requirements expected of that service. The reliability dimension is rated the worst of the five dimensions, where the respondents felt that the details of the timing of the delivery of the service are insufficient. The tangible dimension is rated the second lowest of the five dimensions. The two most important areas that require attention, agree the premises of the workshops and the documentation which accompanies the delivery of the service.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:uj/uj:8960 |
| Date | 08 August 2012 |
| Source Sets | South African National ETD Portal |
| Detected Language | English |
| Type | Thesis |
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