Quality is critical to private security personnel employed as receptionists in many
organisations, as it plays a vital role in improving organisational productivity. The
main objective of the research was to investigate the quality of reception services
provided by security personnel to organisations in the Johannesburg area as
benchmarked against the appropriate service quality evaluation methodologies when
modelling the impact of service quality on satisfaction and loyalty. A questionnaire
was used and semi-structured interviews were conducted in a focus group with key
informants (business owners, managers and ordinary people) who could provide
valuable information for use in the study. The focus group consisted of eight
respondents. The sample consisted of 200 participants scattered in seven regions on
sites that are managed by Johannesburg City Parks and Zoo (JCPZ).
The selection of the 200 participants was random and included JCPZ employees.
Primary research shows that the majority of the respondents ranked indicators of
service quality below acceptable level; however, customers‘ tastes and preferences
constantly change and evolve, as do the number of security companies. Thus such
companies should improve conditions in the area of service quality if they want to
stay competitive. To remain competitive, the security companies as well as the
clients need to analyse customers' expectations and perceptions of the service
quality of front office staff, who in this case are often security/guarding personnel.
For customer organisations, the empirical findings can be used to develop a
framework of service quality indicators, which can be used for monitoring and
benchmarking service quality. For organisations, the findings can be used for
resource-allocation decisions pertaining to improved service quality, customer
satisfaction and ultimately intentions. The study concludes that the quality
perceptions of services rendered by security personnel as receptionists are
important for customer satisfaction and that quality dimensions are important for
clientele management - arguably one of the most important aspects of service quality
management. / Business Management / M. Tech.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:unisa/oai:uir.unisa.ac.za:10500/21171 |
| Date | 02 1900 |
| Creators | Mabandla, Vuyokazi |
| Contributors | Ramphal, Roy |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Dissertation |
| Format | 1 online resource (x, 127 leaves) : illustrations (mostly color) |
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