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1
Hensens, Wouter. "Hotel rating through guest feedback." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1631.
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Hotel rating refers to the process where the comfort and services of a hotel are assessed and classified, usually in five categories, using stars as symbols. Conventional hotel rating systems are generally operated by governments or independent parties. However, with the growth of social media and customer-review sites, guest review platforms became an important source of information. The main aim of this study is to establish whether guest feedback can determine hotel ratings more accurately than conventional methods and whether a social media platform such as TripAdvisor can provide the necessary data to do so. The customer-review website, TripAdvisor, has grown rapidly and made a strong impact on the tourism and hotel industry. This study identifies the nature of TripAdvisor, its reliability, how its ratings compare with conventional ratings, and what criteria are used in guest reviews on TripAdvisor when assessing the quality of a hotel. These findings were triangulated with findings from the conventional rating systems of the 11 destinations that were sampled for this study to identify the value of TripAdvisor. Two samples were taken from TripAdvisor of 110 and 33 hotels, respectively. From the latter, ten guest reviews were gathered and analysed per hotel, resulting in a total of 330 reviews that were analysed. The study’s findings indicate that TripAdvisor is the largest guest feedback platform for hotels and its data can be considered to be reliable. The TripAdvisor ratings were not connected to the conventional ratings of the sampled hotels. The criteria used in TripAdvisor reviews focused more on service delivery than on the objective tangible elements used in most hotel rating systems. The rich context found in most guest reviews makes the information presented on TripAdvisor valuable. There is no evidence that conventionalrating system controls are linked to the comments found in TripAdvisor reviews. The results facilitated the identification of the delight and frustration factors in services marketing for the hotel industry. A new theory to include guest feedback in hotel ratings is developed and proposed. The study further presents two future scenarios, the most likely one of which predicts the demise of conventional rating systems as a result of the success of guest feedback platforms such as TripAdvisor.
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Ndhlovu, Thinkwell. "The relationship between service quality, customer satisfaction and customer loyalty in the retail supermarket industry." Thesis, Rhodes University, 2014. http://hdl.handle.net/10962/d1013221.
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The increasingly competitive business environment has influenced contemporary organisations to build mutual beneficial relationships with their customers indicating a paradigm shift from transactional marketing. In order to compete in this intense competitive environment, organisations are creating competitive advantage over their rivals through service quality that will influence customer satisfaction which subsequently leads to customer loyalty. Service quality has been found to be the key strategy of success and survival for most organisations like retail supermarkets who want to win the loyalty of their customers because of its positive effect on customer satisfaction. The purpose of this research was to determine the relationship between service quality, customer satisfaction and customer loyalty in the retail supermarket industry. An empirical study was conducted in Grahamstown between two main supermarkets through a survey that determined customers’ perceptions on service quality, customer satisfaction and customer loyalty respectively. The empirical findings of this research study revealed that moderate to strong positive linear relationships exists between the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) and customer satisfaction at the 5% level of significance. Furthermore, this study showed that dimensions of service quality (namely physical aspects, reliability, personal interaction and problem solving) have weak negative linear relationships with price sensitivity dimension of customer loyalty. The study further showed that the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) have weak to moderate positive linear relationships with the purchase intentions dimension of customer loyalty. In addition, all the dimensions of service quality (namely physical aspects, reliability, personal interaction, problem solving and policy) showed moderate positive linear relationships with word of mouth communication dimension of customer loyalty. A weak negative linear relationship between price sensitivity dimension of customer loyalty and customer satisfaction was revealed in this study. Purchase intentions dimension of customer loyalty was also found to have a moderate positive linear relationship with customer satisfaction. In addition, word of mouth communication dimension of customer loyalty showed a strong positive linear relationship with customer satisfaction. There is sufficient evidence that the customers of the two supermarkets in this study have different perceptions on problem solving dimension of service quality. This study further provides sufficient evidence of the significant difference between gender on the levels of customer satisfaction. In addition, this study showed that customers of various levels of education and occupations differ in price sensitivity dimension of customer loyalty. The average scores for word of mouth communication, purchase intentions and price sensitivity dimensions of customer loyalty were found to be significantly different between the two supermarkets investigated in this study. Therefore, for supermarkets to compete effectively in the intense retail supermarket industry in South Africa they have to manage their service quality dimensions so as to influence customer satisfaction and customer loyalty respectively.
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Mququ, Mpumzi H. "A survey of customer satisfaction, expectations and perceptions as a measure of service quality in SANBS." Thesis, Rhodes University, 2006. http://hdl.handle.net/10962/d1003888.
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The purpose of the study is to evaluate the service quality that the SANBS provides to its customers, by measuring customers’ perceptions and their expectations of service quality provided by the supplier of blood transfusion services. The organization that is used for this study is the South African National Blood Service (SANBS). Specifically the study seeks to: 1. Determine the extent to which customers are satisfied or not satisfied with the service they receive from the SANBS using the ten-dimensional format of SERVQUAL model, modified to the specific service quality requirements of the blood transfusion service industry. 2. Establish customers’ perceptions of the service they receive using a multiple-item scale (SERVQUAL) for measuring consumer perceptions of service quality. 3. Establish customers’ expectations of the service, and compare them to their perceptions of the service they currently receive. The comparison is made along each service quality dimension, across different parts of same service on a geographical basis, and across different customer groups on a customer category (or type) basis. 4. Recommend implementation of appropriate service quality performance improvement procedures where necessary. Study design and methods: The data for the study came from the SANBS’ customer perception and expectation survey conducted in 2005. Questionnaires were sent out to hospitals that use products and services provided by the SANBS in the Eastern Cape and KwaZulu-Natal Provinces of South Africa. The questionnaire was based on the multiple-item SERVQUAL model for measuring consumer perceptions of service quality, modified and tailored to specific service quality requirements of the blood transfusion service industry. Questionnaires were sent out to 113 (69.3%) hospitals out of a total of 163 blood-utilizing hospitals in the two provinces. Of the 113 hospitals, 92 (81.4%) responded, with questionnaires rendered unusable. The final sample size is 88 and is included in the final study database. The data is analyzed by comparing different parts of the service on a geographical basis namely KwaZulu-Natal and Eastern Cape zones. The data is also analyzed by comparing different customer groups namely the Rural State Hospitals, the Urban State Hospitals and Private Hospitals. Results: The result confirms the research (alternative) hypothesis (H1 : μ1 ≠ μ2), and rejects Ho. The overall expectations ratings are higher than the perceptions ratings, and the KwaZulu-Natal expectations ratings are higher than the Eastern Cape ratings. The expectations of private hospitals and rural state hospitals have a higher rating than that of urban state hospitals and the perceptions of private and urban state hospitals have a higher rating than that of rural state hospitals. The largest service quality gap is the accessibility dimension which relates specifically to approachability and ease with which customers can access staff at different levels of the organization by e-mail, and includes accessing of knowledgeable blood bank personnel and medical staff of SANBS, but may also relate to the distance of hospitals from the nearest blood bank, all of which are situated in urban state hospitals. The mean difference for accessibility is the highest followed by the understanding customer mean difference. The mean differences for the other dimension categories are significantly less than that of the largest two dimensions, but not significantly different amongst themselves. The mean difference for rural state hospitals is the largest followed by private hospitals and urban state hospitals. The mean difference for rural state hospitals is greater than that for urban state hospitals in both zones, but the mean difference for private hospitals is greater in KwaZulu-Natal than in the Eastern Cape. The dimension means of differences for rural state hospitals are greater than that for urban state hospitals. According to the correlations between expectations and perceptions for different dimensions, there is a weak or no linear relationship between expectations and perceptions. Conclusion: This empirical study supports the literature on the provision of service quality, and concludes that there is a statistically significant difference or gap between the services offered by the SANBS as perceived by its customers, and the expectations of its customers. The study substantiates the need for management of blood transfusion services to take into account customer perceptions of service quality and their expectations, and upon identification of gaps, to implement appropriate service quality improvement processes, rather than take a one sided view of their (SANBS’) own perception of service quality.
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Mtyalela, Kanyisa Highly. "An evaluation of the delivery of the Eskom Customer Safety Education Programme in the Queenstown Customer Services Area." Thesis, Rhodes University, 2014. http://hdl.handle.net/10962/d1013569.
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The aim of this research is to evaluate the Eskom customer safety education programme in the Queenstown Customer Services Area. The research focuses on the implementation of the programme with the aim of assessing whether there is need for optimisation in the way that the customer education and training is delivered. The paper consists of three sections. Section one is directed to Eskom and is made up of (i) a review of the literature that is relevant to the Eskom safety education programme, (ii) the findings made from the study and (iii) recommendations from the author. Section two is a review of the key concepts which were identified for this paper and these are: (i) education and training, (ii) consumer education, (iii) citizenship education, (iv) training programme development, and (v) training programme evaluation. Section three provides detail on and justifies the research methodology that was followed for this paper. The author adopted the deductive approach and collected data from literature sources and Eskom documents as well as face-to-face interviews with the Eskom trainers and customers. Qualitative data was collected from the interviews and is presented in section one of the report in the form of (i) narratives, (ii) graphs and (iii) tables. The research has identified some shortcomings in the delivery of the training and recommendations have been made on how these shortcomings can be addressed. Trainer skills, training evaluation and training tools are amongst the issues that require attention in the Queenstown Customer Services Area. The results revealed that 67 percent of the trainers have not received training related to conducting customer forums. Inconsistencies with regard to the evaluation of the training interventions were also identified and there were differences in terms of the training tools that are utilised at the forums. The recommendations made by the author are based on the literature that was reviewed as part of this study and are aimed at addressing the delivery of the training. The respondents all displayed an understanding of the objectives of the Eskom safety education programme and made recommendations in terms of how Eskom can reduce the tampering of Eskom equipment. The recommendations made included the involvement of the community as well as unannounced door-to-door audits aimed at identifying damaged and tampered Eskom equipment. These recommendations are in line with the guiding principles of safety education presented in McWhirter (2008: 32) which include the involvement of young people in real decisions to help them stay safe, as well as the use of active approaches in addressing safety issues. A review of the electrical contact incidents which were reported to Eskom in 2011/12 revealed that in 61,5 percent of the cases that occurred in the Eastern Cape, Eskom had conducted electricity safety education before the incidents occurred. The recommendations in terms of the training delivery should be implemented to improve the delivery of the training. The author however recommends further research on how Eskom can reduce the number of electrical contact incidents that occur, as it has been proven through previous studies that safety education “has an impact on knowledge, behaviour, risk and skills and no papers have provided evidence of the impact of safety education on injury rates” (Mulvaney, Watson and Errington, 2012: 27).
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MacColl, Barry. "Service quality importance-performance analysis as a strategic tool for management : the exploration of key customer satisfaction drivers in a South African electricity utility." Thesis, Rhodes University, 2004. http://hdl.handle.net/10962/d1006972.
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This research was initiated due to declining customer satisfaction indices in the Southern region of Eskom, an electricity utility in South Africa. Given the link between customer satisfaction and purchase intentions, the sustainability of the business is at stake. The validity of the current MaxiCare survey tool is questioned and explored, as is the congruence of management and customers' perceptions regarding the key service quality constructs in the industry. The study's objective was to provide management with a reliable and valid customer satisfaction survey instrument as an alternate to the existing tool and to use the knowledge gained through the research process to recommend improvement strategies aimed at closing specific satisfaction gaps identified. The research was performed in two stages; firstly, semistructured interviews with customers and management to gain an understanding of the most important satisfaction dimensions. These influenced the design of a survey instrument based largely on the SERVPERF tool with the inclusion of importance ratings per item in the second stage. The quantitative survey results were used to assess the reliability and validity of the research and to suggest areas for future work. The results show that communication, quality of supply, assurance and price are uppermost in the consumer's mind. Tangibles are not significant and the inclusion of empathy is inconclusive. Management and customer perceptions at a macro level are closely aligned, however the two populations are not in agreement as to the underlying micro considerations. Similarly, the MaxiCare instrument is found to be valid as a macro indicator but lacks sufficient detail to be useful as a strategic tool and needs to be supplemented with additional sources of market information. The survey instrument used in the second phase is both descriptive and reliable but the number of factors it measures, the mix of items and the inclusion of the 'importance' dimension need further refinement to improve its validity. Future revisions of the tool will provide management with specific information that allows them to focus improvement strategies on disgruntled customers and their key service issues.
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Yu, Junhao. "Delivery service assortment and product pricing in online retailing : the impact of pricing flexibility and customer rating." Thesis, University of British Columbia, 2015. http://hdl.handle.net/2429/54544.
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This research studies the delivery service assortment and product pricing problem in the context of online retailing where the seller selects a series of delivery options from a set of available alternatives for the customers to choose from and decides the price for the product and the listed surcharge for each delivery service. We aim to examine the impact of seller's pricing flexibility and customer rating on the optimal decisions and the optimal expected profit of the seller. By solving and comparing the results of four related problems, we find that usually it would be optimal for the seller to include all the available delivery options and charge a constant mark-up for all the options. But when the customer rating is aggregated, the seller would have to solve a combinatorial optimization problem to find out the optimal assortment when pricing is restricted to the product only and he should differentiate the mark-up for each option when he enjoys the pricing flexibility to re-price the quoted surcharges. We also show that two simple heuristic algorithms provide very good performance for the mentioned combinatorial optimization problem. We explain why the aggregated rating would only hurt the seller and how pricing flexibility could remove its negative effect while assortment adjustment can only weaken its impact. In addition, numerical studies present the comparison between the two main problems with aggregated customer rating and provide some observations of the impact on delivery service providers and the customers. The findings in this thesis yield useful managerial insights for the delivery service providers as well as the seller for making their strategic decisions.Business, Sauder School of
Graduate
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Myoli, Mncedi Eric. "An evaluation of the quality customer service delivered by Eskom to rural household customers in the Eastern Cape." Thesis, Rhodes University, 2011. http://hdl.handle.net/10962/d1013564.
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[Abstract - Conclusion]: This research study confirms the theory in the literature review on delivery of quality service to customers and premise that there is a statistically significant difference between Eskom service as perceived by rural prepaid household customers and their expectations. This study also highlights the need for Eskom management to take into cognisance the unique rural prepaid customer service needs and how to meet them, perhaps a differentiated service approach rather than a one-strategy-fits-all approach. This is in view of gaps created between expectations and perceptions of service, especially in the reliability dimension that could require a concentrated or changed performance approach to close them.
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Nompozolo, Nikiwe Nomapelo. "The value of shared corporate services in improving patient care." Thesis, Rhodes University, 2009. http://hdl.handle.net/10962/d1003844.
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This case study was undertaken from mid 2003 to December 2005. It investigates the influence of the Corporate Services Centre (CSC) on customer (patient) service quality in the East London Hospital Complex (ELHC). This approach was justified on the basis that even though most patients do not have enough knowledge of clinical practices in order to make an accurate assessment on their quality, the same patients would readily appreciate factors such as faster turnaround times, drug availability and cleanliness. The study focuses on both service providers and end users for a quality health service delivery by looking at the potential of the shared corporate services centre. This was done by identifying important areas for improvements, such as response times, waiting periods and other aspects of the various services. The ELHC was formed from the merger of Frere and Cecilia Makiwane Hospitals, with a distance of 26km between the two institutions. The complex itself was in its infancy stages, having had to go through a process of re-engineering, rationalisation and standardisation of the two hospitals. The study seeks to answer the following key question: What has been the contribution of the corporate service centres in relation to health care service quality? The study examines the impediments to the realization of full potential of the Corporate Services Centre (CSC) through expedited decision-making and improved turnaround times. The main functions of the CSC were Procurement and Asset Management; General Administration (including but not limited to Transport, Office equipment, Patient Administration, Office Support, and Professional Secretariat Support); Financial Management and Administration; and Human Resource Management and Human Resources Administration. The study recommends that the CSC, to justify its existence, needs to consult with the clinicians and the patients to better understand what their needs and aspirations are. The study also emphasizes that the CSC is there purely to remove the administrative load and ease the processes and the biggest mistake is to make it an authority over the hospital, instead of being a support. Finally, it was realized that a lot of structural changes, business processes and organisational cultural changes are essential if one wants to create an impact through shared corporate services.
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Luke, Gary Joseph. "An assessment of the service quality expectations and perceptions of the patients of Awali Hospital in the Kingdom of Bahrain." Thesis, Rhodes University, 2008. http://hdl.handle.net/10962/d1003850.
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The quality of service from a hospital is the number one factor that will either turn a customer/patient away or make one for life. More and more hospitals are competing for greater shares in the market and customer-driven quality management is becoming the preferred method for improving their performance. Awali hospital is a private hospital in the Kingdom of Bahrain. It is a small 35-bed hospital that offers private medical services to the public. The hospital was originally built to serve the Bahrain Petroleum Company (Bapco) refinery workers but later opened its doors to the public. With the introduction of private patients came higher expectations of quality and higher demands on the overall services. A number of service quality shortfalls were identified over the years but never identified quantitatively by a patient evaluation survey. An English and Arabic version of the questionnaire based on SERVQUAL (Zeithaml, Parasuraman and Berry, 1988) was developed and placed in Awali hospital to test these service quality shortfalls. This study intends to evaluate these areas by answering questions about the relevant areas of service provided by the hospital. It measured patient satisfaction by looking at human aspects of service (responsiveness, reliability, empathy and assurance) with only one factor of the instrument being devoted to the non-human aspect of care rendered (tangibles). The SERVQUAL instrument has five dimensions that were measured by 21 pairs of item statements. One statement from each pair reflects perceptions, the other expectations. Measurement was accomplished by subtracting expectation from perceptions resulting in a service quality score. Positive or zero scores would reflect ideal or adequate service quality offered by the hospital. A negative score would be indicative of a service experience that did not meet customer expectations. Using the SERVQUAL questionnaire provided, quantifiable reasoning to the research questions in each dimension could be obtained so that precision, objectivity and rigour replaced hunches, experience and intuition as a means of investigating problem areas. Customers were first asked to supply some additional demographic information, for example gender, number of hospital visits, nationality, patient type (Bapco worker, general practitioner referred or private) and type of visit (inpatient, outpatient or both). They werethen asked to rate the hospital service on a 7-point Likert scale ranging from Strongly Agree (7) to Strongly Disagree (1). At the end of the questionnaire was space to write open comments. In total 600 paper questionnaires were distributed in the hospital, 300 English and 300 Arabic. Another 150 electronic questionnaires via emails were sent to refinery workers. Of the total 750 questionnaires distributed 162 were returned of which 156 (or 21.6%) could be statistically analysed. The empirical data results showed that the perception scores were significantly different at the p < 0.05 level from expectation scores. All the service quality differences (SQ=P-E) were negatively scored. This indicated that patients were not satisfied in all five dimensions of services offered by the hospital. Of the five dimensions responsiveness had the largest difference with assurance and reliability following with no significant differences between them. The demographic information revealed some interesting differences between the groups. Of all the demographic groups the most significant differences were between groups, “patient types” and “types of visit”, which showed differences between private patients and refinery workers and patients who used the hospital only as an outpatient and patients who used both services, outpatient and inpatient. In terms of the managerial implications, it was recommended that Awali hospital look to closing Gaps 1-4 of the SERVQUAL gap model which would result in closing the consumer gap, Gap 5. A process model for continuous measurement and improvement of service quality was recommended that looks at asking questions about how the hospital is performing. By adopting some of the recommendations identified in the research questions, Awali hospital could improve their quality of service, and as a consequence, their customer satisfaction and loyalty.
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Booi, Mlungisi Wellington. "Performance management of health professionals : an evaluation research study of health services in the subdistrict of Buffalo City in the Provincial Department of Health in the Eastern Cape." Thesis, Rhodes University, 2015. http://hdl.handle.net/10962/d1020017.
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Integrative Summary In 1997 the Minister of Public Service and Administration of South Africa, Zola Skweyiya, introduced the White Paper on Transforming Public Service Delivery(Department of Public Service and Administration(DPSA,1997: 1). It was premised on what was called Batho Pele (DPSA, 1997: 9), giving effect to Section 197 of the Constitution, Act 108 of 1996 as amended. A linkage to performance management can be found from the assertion made in the White Paper that in future the Batho Pele would form the basis of any assessment of the performance of individual staff and that would contribute to improving the delivery of service (DPSA, 1997:16). Another factor that contributed to the utilisation of a performance management system was the recommendation put forward by the Public Service Commission of South Africa( PSC,2004: 16),that called for public institutions to adopt a clear, comprehensive performance management and evaluation framework for the delivery of public service. That was expected to turn around the ailing public institutions whose record of serving the public with pride and dignity was on the decline. The research aim was to evaluate the effectiveness of the performance management system in creating and resolving role conflict with health professionals employed by the Buffalo City sub-district. The research goal was divided into three objectives, namely: evaluation of the effectiveness of the performance management system as a managerial tool for health managers to manage their subordinates including both professional and support staff, evaluation of the effectiveness of the performance system from the perspective of the health professional as a subordinate and to analyze the functioning and effectiveness of the system in creating and resolving role conflict between professional conduct and organisational requirements. The respondents noted that the implementation of the system was not matched with appointment at managerial level with officials having relevant managerial capacity. Further to that resources at the coal face of service delivery continued to deteriorate and became very scarce and there is no documented proof that has been found of an effort made to check the compatibility of the system to health professionals. The literature identified negative effects that have emanated from the implementation of the performance management system. The study was conducted by interviewing health professionals from the entry level to the management level within the Buffalo City sub-district from three mini hospitals or Health Care Centres. The respondents indicated that there are positives that have been achieved by the implementation of the system, such as the skills gap identification as well as specific targets contained in annual performance contracts. These targets help motivate health professional to focus on that particular direction of activities. Unfortunately it has been clearly documented that the performance management system has also contributed to the development of role conflict in a number of professionals. It has been documented that the system has not been crafted with a health professional in mind and, as such, appears to favour quantity rather than quality of health services as advocated by the codes of practice of different health professionals. There are a number of recommendations that were put forward by the respondents to try to salvage the system and in mitigation of the identified negative factors. For the improvement of the system, the Eastern Cape Provincial Department of Health has to firstly customise the annual contracts to contain only the fundamental information. Secondly need to improve the transparency pertaining to financial pressures facing the Health Department. Thirdly the provision of essential enablers, need to be prioritised. Fourthly there is a need to upgrade the system to incorporate 360 degree feedback. Further research recommendations include a bigger sample incorporating different research methods and to also incorporate searches for measures that can be implemented to improve the system to be more relevant to health professionals. This document is organised and presented in three sections. The first section is the evaluation report with a review of literature, research methodology, findings, discussion and conclusion. The second section is where an indepth literature review is located and the last section details the research methodology.
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Zubari, Sinem. "Customer Value Of Mobile Services." Master's thesis, METU, 2010. http://etd.lib.metu.edu.tr/upload/12612716/index.pdf.
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Mobile devices are becoming widely common today. As the number of mobile devices continue to grow all around the world, its functionality is extending and mobile technologies are gaining more popularity in every aspect of our life. Today, wide range of mobile services is offered to people. The purpose of our study is examining the customer value of mobile services for individuals or citizens. A value model for mobile services has been proposed with five dimensions: Functional Value, Social Value, Emotional Value, Epistemic Value and Economic Value. The effect on each value dimension on Intention to Use (ITU) is aimed to be determined. A survey instrument for mobile Internet services and short message services (SMS) has been developed to validate the proposed model. After assuring the reliability of instrument with a pilot
study, data was collected from 303 people working in information and communication technologies (ICT) sector in Turkey. For analyzing proposed model variance-based structural equation modeling (partial least squares) was used. Before evaluating model, exploratory factor analysis (EFA) was conducted to indentify underlying constructs. Based on EFA results, Functional Value was found to have sub-dimensions namely: Ubiquity Value, Performance Value and Security Value. The measurement model was analyzed using confirmatory factor analysis (CFA). The structural model was analyzed using predictive power. For both mobile Internet and SMS, moderate predictive power has been gathered. Finally, the effect of each value dimension on intention to use (ITU) has been evaluated. Ubiquity Value, Performance Value and Epistemic Value have significant effect on ITU for mobile Internet. On the other hand, Economic Value and Performance Value have significant effect on ITU The indications of this research will be valuable for providing information about customer value of current mobile services.
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Zhou, Xin. "Robust Reputation System for Web Services." 京都大学 (Kyoto University), 2016. http://hdl.handle.net/2433/217204.
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Schwenk, Kaye Louise. "A study to design an effective professional employee rating form by using teacher perceived needs as rating scale criteria." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1990. http://www.kutztown.edu/library/services/remote_access.asp.
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Lillis, Anne M. "Customer costing responsiveness - an analytical framework." Melbourne, Vic. : University of Melbourne, Dept. of Accounting and Business Information Systems, 2002. http://wff2.ecom.unimelb.edu.au/accwww/research/papers/0202%20ALillis&MAAbernethy.pdf.
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"January 2002" Includes bibliographical references: (p. 31-34). The primary purpose of this study is to develop a framework for identifying the primary drivers of the costs of being customer responsive. The authors' aim is to develop an understanding of the causal drivers of the costs of responsiveness as these costs are considered to be an important input to strategic and tactical decisions. In developing this framework, the paper links the characteristics of responsive manufacturing from the operations management literature with the insights from studies in the accounting literature relating to the drivers of cost. The paper attempts to model the cost impact when a firm responds to ad hoc demands involving the product customization, variation in product mix, or changes to delivery schedules. The costs emerge as a function of the type of responsiveness and the resource capacity management strategy implemented by the firm. The magnitude and dynamics of market demands and firm response, as well as the inherent flexibility of the firm's resources are seen as influencing the magnitude of the costs of responsiveness. disper
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Chakrabarty, Anita. "Customer value and financial services distribution channels." Thesis, University of Nottingham, 2017. http://eprints.nottingham.ac.uk/35694/.
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This research effort seeks to investigate the co-creation of customer value in distribution channels of financial services as perceived by customers. In financial services, an in-depth investigation of customer value is necessary because of its recognised strategic imperative for competitive advantage (Woodruff, 1997). The Service Dominant Logic further demonstrates the importance of customer value as the basis of customers’ evaluations of products or service offerings (Vargo and Lusch, 2004). Customer value assessments are typically based on core services. However, core services are rapidly copied, diminishing prior competitive advantages. Hence, other sources of customer value and competitive advantage have to be considered. In light of this, distribution channels are considered resilient sources of value for the customer (Ballantyne and Varey, 2006). Specifically, this research seeks to empirically determine the type of value co-created through interactions in various distribution channels of financial services and the degree to which the various types of value vary, in distribution channel use. The conceptual model developed for this study synthesises two perspectives of customer value. The first perspective is the unidimensional perspective, which posits that customer value is a trade off between perceived benefits and perceived sacrifices. The alternative perspective is the multidimensional perspective where customer value is multidimensional. Various types of value, functional or utilitarian as well as emotional and aesthetic value are offered in the extant literature. In financial services, dominant studies focus on adoption and non-adoption of financial services channels particularly innovative technological channels such as the internet channel and mobile channel. A study of the customer value of various channels in the multichannel context of financial services is relatively absent. Therefore, a two-step research design was utilised. First, an exploratory study was conducted to determine the different benefits and sacrifices perceived by customers when using the distribution channels. The first stage of the study incorporated an exploratory study of semi-structured interviews conducted on a sample of 22 respondents. The hypotheses developed for the study were based on the exploratory study and the extant literature of customer value and distribution channels. The second stage of the study was a survey of 300 respondents using a questionnaire, within the Klang Valley area. The data were collected and analysed using Exploratory Factor Analysis (EFA), Analysis of Variance (ANOVA) and regression analysis as appropriate. The findings of the study show that both co-created functional value and emotional value perceptions exist in the distribution channel of financial services. Co-created functional and emotional value furthermore contributes to overall customer value perceptions. The study also finds that different benefit and sacrifice perceptions give rise to co-created functional and emotional value perceptions respectively. A comparison of the customer value perceptions of channels revealed that customers perceived functional value and emotional value in all channels, except the ATM/CDM/Cheque deposit channel. The in-branch channel is perceived to co-create a greater magnitude of emotional value. Adding to the extant literature, the findings demonstrate that distribution channels are an important source of customer value assessments. Furthermore, the findings lend support to the conceptual model, which posits various benefits and sacrifice perceptions existing in distribution channels of financial services lead to co-created perceived functional and emotional value or both simultaneously. From a managerial point of view, the findings of this study enable accurate identification of specific benefits and sacrifice perceptions in the various distribution channels of financial services to inform the development of strategies and tactics to enhance customer value of individual channels. Furthermore, the importance of emotional value in the in-branch channel lends support to the role of face to face interactions, careful recruitment and training of personnel to enhance the in-branch experience. The study also raises the importance of the consideration of service failures in services customer value assessments.
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Saiverová, Denisa. "The Customer satisfaction with the rehabilitation services." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-9366.
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The graduation theses deals with the customer satisfaction -- in this case patients - with the rehabilitations services in the Rehabilitation Institute Kladruby. The theoretical part defines the general conditions of the service quality by ISO standards 9000 and the relevant literature, outlines the improving of service quality, explain the conception of the customer satisfaction, outlines the possibilities of it's measuring and improving. The theses finds satisfaction or dissatisfaction of the patients with the certain areas by the questionnaire investigation. Areas of investigation are for example the care of doctors and nurses, providing information on the nature of health, the physiotherapists work, quality of food and equipment on order on the bed wards. The obtained results are compared with the investigation of the bachelor thesis.
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Chan, Wa Kimmy. "Three studies on understanding customer relationship management in services customer-firm affection, customer-staff proximity, and customer co-production /." Click to view the E-thesis via HKUTO, 2008. http://sunzi.lib.hku.hk/hkuto/record/B39794039.
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Chan, Wa Kimmy, and 陳華. "Three studies on understanding customer relationship management in services: customer-firm affection, customer-staff proximity, and customer co-production." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2008. http://hub.hku.hk/bib/B39794039.
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The Best PhD Thesis in the Faculties of Architexture, Arts, Business & Economics, Education, Law and Social Sciences (University of Hong Kong), Li Ka Shing Prize, 2007-2008.published_or_final_version
Business
Doctoral
Doctor of Philosophy
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Scarborough, Janna L. "The School Counselor Activity Rating Scale: An Instrument for Gathering Process Data." Digital Commons @ East Tennessee State University, 2005. https://doi.org/10.2307/42732469.
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The importance of collecting process data describing school counselor practice is widely supported as a component of accountability. However, the lack of practically significant and valid instruments may hamper this practice. The School Counselor Activity Rating Scale was designed to measure how school counselors actually spend their time versus how they would prefer to spend their time in job-related activities. Its development, initial validity and reliability results, and potential applications are presented in this article.
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Dean, Alison Mary 1950. "Delivering service quality in call centres : customers' responses and frontline employees' views." Monash University, Dept. of Management, 2004. http://arrow.monash.edu.au/hdl/1959.1/5255.
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Campbell, Charlene. "Burnout in a customer services environment / C. Campbell." Thesis, North-West University, 2003. http://hdl.handle.net/10394/368.
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The recent worldwide shift in focus from goods production to service provision in Western
countries has resulted in the expansion of the service sector. The front-line worker has
become a central figure in the new workplace, forming an important link between the
company and the customer. The nature of the interaction between customer service staff and
clients influences the perceived quality of service rendered by the company. Call centre work
requires a high degree of personal contact with the public and the performance of emotional
labour. Previous research found emotional labour to be a significant predictor of burnout.
Given the above scenario, the lack of empirical research that systematically investigates
burnout in a customer services environment in South Africa is a source of concern.
The objectives of this study were to determine the construct validity and internal consistency
of the Maslach Burnout Inventory - General Survey (MBI-GS) (Schaufeli, Leiter, Maslach &
Jackson, 1996) in a customer services environment, and to compare the relationship of
burnout with various demographic characteristics.
A cross-sectional survey design was used. The study population consisted of an accidental
sample of customer services personnel (N = 228). The Maslach Burnout Inventory - General
Survey (MBI-GS) was used to determine the level of burnout in the participants. A
biographical questionnaire was used to gather additional information. Structural equation
modelling (SEM) methods as implemented by AMOS were used to test the factorial model
for the MBI-GS. Cronbach alpha coefficients and inter-item correlation coefficients were
used to assess the internal consistency and construct validity of the MBI-GS. Descriptive
statistics were used to analyse the data. T-tests and one-way analysis of variance (ANOVA)
were used to determine differences between the sub-groups in the sample. Tukey tests were
done to indicate which groups differed significantly when ANOVAS were done.
The results confirmed a three-factor model of burnout, consisting of Exhaustion, Cynicism
and Professional Efficacy. All three factors showed acceptable internal consistencies. The
results also showed that customer service staff who measured high on exhaustion and
cynicism (compared with those who measured low) experienced less job satisfaction.Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2004.
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Saari, T. (Tomi). "Customer journey analysis in household waste management services." Master's thesis, University of Oulu, 2019. http://jultika.oulu.fi/Record/nbnfioulu-201906052409.
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Abstract. This Master’s Thesis studies the customer journey, value elements and the customers’ broad value creation process in the business context of private household waste management for first-time house-owners. The main research question is defined as follows: What are the value elements for the customer in different touchpoints of the customer journey upon acquiring and using private household waste management services? The objective is to create a customer journey map for the case company’s defined segment of first-time house-owners, and to provide relevant research data and insight about what is perceived valuable in their service. By applying the customer journey and the mapped service touchpoints with the discovered value elements, the thesis client will be able to embed the studied value elements to their service offering and journey for a better service experience for new house-owners.
The main theoretical framework consists of customer journey as a timeline for the customer experience in a purchase process; phases of a purchase process and service touchpoints included. Service-dominant logic and further complementary critical service logic and its value creation spheres depict how value is created in use by the customer, facilitated by dynamic, reciprocal value proposition. These aspects are adapted and combined in a novel framework by the researcher to illustrate the customer journey as an experience of a purchase process and value creation as value-in-use in the customer’s own sphere.
The research method used in the study is justifiably a qualitative case study as an empirical method to study social phenomena of particular interest to real-life stakeholders such as organizations and their managerial processes within important contextual conditions. The data collection is carried out by conducting semi-structured interviews to customers in the target segment. Eight households are interviewed, at which point data saturation for generalizing the findings is seen to have been reached.
The data analysis of all the respective customer journey blueprints enables the researcher to compose a conclusive illustration of a fifteen-step customer journey map and to identify the main touchpoints and value elements as part of the broad value creation process of the target customer segment. The output of the customer journey analysis is also applied to the previously created own theoretical framework, and the most relevant theoretical aspects are further discussed. The researched value elements in different touchpoints of the customer journey can be summarized as affordability; supporting local business; prompt, simple and friendly customer service; service offering fulfilling own needs; service delivery on schedule; reliable, effortless usage of the service. Conclusions as managerial implications in the client’s behalf are also provided. Lastly, the quality of the research is evaluated in the case study’s context and some discussion of this and future research in the case company’s context is had.
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Silva, Pedro Miguel Freitas da. "Antecedents of customer loyalty in multiple play services." Master's thesis, Universidade de Aveiro, 2012. http://hdl.handle.net/10773/10384.
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Mestrado em GestãoWith the development of the technology, the number of multiple play service subscribers has increased. Sooner or later, each consumer faces the decision of choosing a service supplier. This study developed, and empirically tested a structural model examining the antecedents of loyalty towards their supplier. Additionally, this study also compares the perceived level of impact regarding loyalty and its antecedents on two groups of consumers, stayers and switchers. Reliability analysis, exploratory factor analysis and linear regressions techniques were used to evaluate the model, and an ANOVA was performed to compare differences between groups. Based on a questionnaire, this study showed that trust, satisfaction, switching costs and brand experiences are important in generating loyalty. Communication and service quality enhance trust in the supplier. Perceived value, trust, communication and service quality contribute for building satisfaction. Stayers demonstrated to have higher perception levels regarding all variables, especially loyalty, trust, communication and service quality. Finally, implications for marketing are discussed.
Com o desenvolvimento da tecnologia, o número de subscritores de serviços multiple play aumentou. Mais tarde ou mais cedo todos os consumidores enfrentam a decisão de escolher um fornecedor. Este estudo desenvolveu e testou empiricamente um modelo estrutural para examinar os antecedentes da lealdade em relação ao seu fornecedor de serviços. Adicionalmente, este estudo também comparou o nível de impacto percebido da lealdade e dos seus antecedentes em dois grupos e consumidores, stayers e switchers. A análise de confiabilidade, análise fatorial exploratória e regressões lineares foram as técnicas utilizadas para avaliar o modelo, sendo a ANOVA usada para comparar as diferenças entre grupos. Com base num questionário, este estudo mostrou que a confiança, satisfação, custos de mudança e experiências da marca são importantes na criação da lealdade. A comunicação e qualidade do serviço melhoram a confiança no fornecedor. O valor percebido, a confiança, a comunicação e qualidade do serviço contribuem para a construção da satisfação. Os stayers demonstraram ter um maior nível de perceção em relação a todas as variáveis, em particular à lealdade, confiança, comunicação e qualidade do serviço. As implicações para o marketing são discutidas.
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Chen, Yi Xin. "Customer concentration and sales smoothing." Thesis, University of Macau, 2018. http://umaclib3.umac.mo/record=b3959239.
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Davis, G. Scott. "Customer satisfaction for professional Services Group, Inc. development of an online customer satisfaction survey /." Online version, 2003. http://www.uwstout.edu/lib/thesis/2003/2003davisg.pdf.
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Mortensen, Wayne. "Customer-supplier relations in the Australian information technology and telecommunications industry : a strategic perspective." Monash University, Faculty of Business and Economics, 1997. http://arrow.monash.edu.au/hdl/1959.1/8075.
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Binza, Mzikayise Shakespeare. "An evaluation of policies for attaining excellence in service delivery in the Port Elizabeth municipality." Thesis, Port Elizabeth Technikon, 2000. http://hdl.handle.net/10948/d1006186.
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This dissertation is based on the assumption that the Port Elizabeth Municipality should deliver essential services effectively, efficiently and economically so as to attain excellence in service delivery. The essential services dealt with in this study are electricity; refuse collection; sewerage; and water services. Attaining excellence in service delivery will lead the Port Elizabeth Municipality to improve and sustain the quality of life of the local inhabitants. The primary objectives of this dissertation include, inter alia: An historical analysis of delivery systems of the former government prior to 1994, which provides the primary reasons and purposes of delivery systems, and the effects on the Port Elizabeth Municipality. Reformation and transformation of South African local government since 1994, with particular reference to the Port Elizabeth Municipality. A normative model for service delivery, which is designed to accelerate service delivery in the local spheres of government, with special reference to the Port Elizabeth Municipality as the locus of this study. The nature, extent and evaluation of the existing service delivery by the Port Elizabeth Municipality from 1994 to 1999. An empirical survey is conducted in the form of questionnaires to the directors, heads of departments, senior managers, as well as councillors. Approaches and strategies for attaining excellence in service delivery, which include, inter alia: a government-business paradigm and an equilibrium approach. Lastly, a number of recommendations are made and conclusions are drawn based on the findings of the empirical survey in order to deliver essential services equitably, efficiently, effectively and economically to attain excellence in service delivery in the Port Elizabeth Municipality.
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Chihombori, Rumbidzai Anna. "The mediating role of mobile technology in the linkage between customer satisfaction and customer loyalty." Thesis, University of Fort Hare, 2012. http://hdl.handle.net/10353/d1013388.
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The main objective of this study was to critically investigate the mediating role that the use of mobile technology plays in the linkage between customer satisfaction and customer loyalty in a semi-urban environment. The research problem focused on the application of mobile technology in the linkage between customer satisfaction and customer loyalty in the clothing industry in King Williams Town. In accomplishing this objective, this research study hypothesised that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty of customers of clothing retailers in South Africa. Multiple regression was conducted to test for the first hypothesis. The first secondary objective aimed at establishing if there is disconfirmation between customer expectations and the performance of clothing retail outlets in King Williams Town. In exploring this objective, it was hypothesised that there is negative disconfirmation between customer expectations and performance. A paired sample test was conducted to test for this hypothesis. In addition, the influence of service quality and customer satisfaction on customer loyalty was explored. To accomplish these, it was hypothesised that both service quality and customer satisfaction have an influence on customer loyalty. Pearson’s Correlation and the Chi-Square Test were applied to test the influence of service quality and Customer satisfaction on Customer loyalty. Data was analysed using the Statistical Package for Social Sciences (SPSS) statistical software. Regression analysis, chi-square tests, Paired sample tests and correlation reports were used to analyse data inferentially. Reliability and validity of the research was also tested using Cronchbach’s alpha test. The results show that mobile phones have become a basic necessity for customers and that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty; however, the mediation is partial. The results also show that there is positive disconfirmation between customer expectations and retailer performance; that both service quality and customer satisfaction have a positive correlation with customer loyalty and that mobile technology enhances customer loyalty. Finally, the results show that the total service experience of customers is favourable vii because the five components of service quality were rendered at a high level of service quality. The study offers several managerial recommendations. Firstly, retail managers should make strategic investments in mobile technology and use this technology to the full to reap the benefits of technologically advanced mobile communication. Secondly, managers should be creative in their use of this mobile technology to enhance customer satisfaction and, hence, customer loyalty. Thirdly, managers should prioritise the improvement of all five components of service quality in order to enhance customer loyalty. Finally, managers should provide a customer-centred service experience that exceeds customer expectations for service quality and mobile communication, one that maximises customer satisfaction and loyalty. The implementation of these recommendations could result in clothing retailers providing a customer-focused service experience in all five aspects of service quality. To successfully implement these recommendations, clothing retailers should: ensure that expectations created, could be accomplished or exceeded to build and enhance customer satisfaction; create expectations that are realistic to avoid negative disconfirmation and hence customer dissatisfaction; implement innovative and creative mobile communication strategies to build and enhance customer loyalty; and finally, improve loyalty programmes to enlarge the customer base.
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Bartels, Judith. "Audit of the Salesforce.com application for ABC Inc." Menomonie, WI : University of Wisconsin--Stout, 2005. http://www.uwstout.edu/lib/thesis/2005/2005bartelsj.pdf.
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Dyer, Paul L. "The service encounter a meta theory of the customer/organization interaction and empirical tests of portions of the theory /." Access abstract and link to full text, 1989. http://0-wwwlib.umi.com.library.utulsa.edu/dissertations/fullcit/9013730.
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Mouton, Estelle. "Studente se persepsies van klientediens deur 'n akademiese departement." Pretoria : [s.n.], 2001. http://upetd.up.ac.za/thesis/available/etd-06102003-153400/.
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Smith, Ruth M. "Profiling the loyal customer in the financial services sector." Thesis, Leeds Beckett University, 2003. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.412869.
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Farquhar, Jillian. "Customer retention in retail financial services : an exploratory study." Thesis, University of Leicester, 2002. http://hdl.handle.net/2381/4616.
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This investigation is concerned with how financial services retailers approach the retention of customers. Markets for financial services have become saturated, competition has become fiercer and consumers have gained greater confidence in the consumption of financial services. Traditional retailers of financial services have begun to look to their existing customers to maintain and improve their profitability in these turbulent times. They hope that by retaining selected customers, they will be able to lower their costs by cross-selling financial products. In spite of considerable practitioner interest in customer retention, to date there is limited empirical study, in particular, into how retaining customers might actually be achieved. This study adopts a pluralistic methodology and uses the perceptions of staff working for financial services retailers to build a picture of how retention is organised. Interviews with managers and two surveys are conducted to gather the data, which are then evaluated within a framework of contemporary marketing. The study finds that there are a number of aspects involved in retaining customers that include information systems and strategy. The results of the investigation also suggest that these retailers are organised around the acquisition of customers and that balancing retention with acquisition may prove challenging.
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Mediano, Javier Morales. "Customer orientation in highly relational services : antecedents and consequences." Thesis, University of West London, 2018. https://repository.uwl.ac.uk/id/eprint/5498/.
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The aim of this study is to investigate the role and implications of the customer orientation of service employees (COSE) in highly relational services (HRS) and its front-line employees. Customer orientation (CO) is considered a key pillar in the development of relationship marketing (RM). However, there are not COSE studies trying to fully exploit its potential by the use of highly relational settings and the introduction of new consequences from the original COSE model aligned with those of RM goals. Accordingly, the COSE model was adequately framed under the relationship marketing (RM) theory, compared with other different CO models and then assessed via a qualitative study. For this study, private banking (PB) was chosen as HRS due to its particular characteristics, namely; a dyadic relationship between customers and employees (private bankers), a high customisation of the service, a needed judgement of the employee, and a particular way of delivery. The qualitative study was comprised of 25 semi-structured interviews to PB practitioners in order to address different research questions regarding the importance and applicability of the COSE model. Additionally, this research questioned what changes to the COSE model should be introduced for it to be adapted to HRS. Furthermore, new potential outcomes of COSE were examined together with the current situation related to the application of measurements of COSE in practice. This analysis confirmed the validity of the construct. COSE was proved to be notably important in PB, as in any HRS. Regrettably, no PB firm has a standardised process for measuring COSE. Moreover, the four dimensions that make up COSE received different grades of importance. Social skills were agreed to be more important than technical skills. Motivation was also considered as less important than social skills. Likewise, decision-making authority generated some disagreement as it can eventually result in a worse performance of the service delivery. There is a risk of the private banker to lose his or the focus on the service delivery due to the close relationship with the customer. Therefore, the interests of the three parties (company, employee and customer) have to be calibrated and aligned. Regarding the different COSE outcomes, new consequences were elicited; trust, loyalty, word of mouth, and customer-oriented deviance, from which some of the consequences were confirmed to be outcomes of RM too. Finally, an improved and extended COSE model has been proposed, including the potential effect of some characteristics of the firm and the employee. This is as well as a questionnaire to use in a future quantitative study that is adapted to the reality of the PB service. Numerous academic and managerial implications have also been extracted; (1) an innovative application of a qualitative methodology to an area where quantitative studies are the norm, (2) the application of the COSE model to a HRS setting like PB, whose academic classification and characterisation was also provided, (3) the identification and validation of new consequences of COSE, and (4) the adaptation and improvement of the COSE model that was provided by the proposition of a new conceptual model and a new questionnaire.
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Caigny, Arno de. "Innovation in customer scoring for the financial services industry." Thesis, Lille, 2019. http://www.theses.fr/2019LIL1A011.
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Cette thèse améliore la notation des clients. L’évaluation des clients est importante pour les entreprises dans leurs processus de prise de décision parce qu'elle aide à résoudre des problèmes de gestion clés tels que le choix des clients à cibler pour une campagne de marketing ou l'analyse des clients qui sont susceptibles de quitter l'entreprise. La recherche effectuée dans le cadre de cette thèse apporte plusieurs contributions dans trois domaines de la littérature sur la notation des clients. Premièrement, de nouvelles sources de données sont utilisées pour évaluer les clients. Deuxièmement, la méthodologie pour passer des données aux décisions est améliorée. Troisièmement, la prédiction des événements courants du client est proposée comme une nouvelle application de la notation des clients. Tous les résultats présentés dans cette thèse sont issus de données réelles et sont non seulement d'une grande valeur académique, mais aussi d'une grande pertinence commercialeThis dissertation improves customer scoring. Customer scoring is important for companies in their decision making processes because it helps to solve key managerial issues such as the decision of which customers to target for a marketing campaign or the assessment of customer that are likely to leave the company. The research in this dissertation makes several contributions in three areas of the customer scoring literature. First, new sources of data are used to score customers. Second, methodology to go from data to decisions is improved. Third, customer life event prediction is proposed as a new application of customer scoring
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Allie, Hisham. "Creating value through customer relationships in the services sector." Thesis, Nelson Mandela Metropolitan University, 2007. http://hdl.handle.net/10948/790.
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Many academic studies in the past have focussed on how to create value for businesses in terms of adding profit to the bottom line through performance, and many argue that adding value for the client is also viewed as a profitable business strategy. This strategy translates as a win-win business relationship since long-term relationships ensure customer loyalty, customer retention and repeat business. In the services sector, it is difficult to quantify the worth or value that a particular service has since services are intangible products. The perception of value of such a service is known as “perceived value” since value recognition rests with the consumer who attempts to quantify the worth of that service. It is generally accepted in the services sector that establishing long-term, mutually beneficial, meaningful business relationships add value for the client and helps them to attach a value to the services that company provides. A company cannot establish such relationships without the help of its employees who represents the face of the organisation and implements the value adding strategy on the organisation’s behalf. Recent studies have begun to address this, examining value creation in business relationships in the context of the sale of tangible goods. The process of value creation for customers in services relationships remains underresearched. Perceived value explains why customers choose one particular service over another, why service companies gain competitive advantage by maintaining genuine longterm customer relationships, and why “the personal touch”, created through emotional attributes such as trust, caring and empathy, adds value from customers’ perspective. This dissertation presents a study of perceived value from the perspective of the customer within the context of the delivery of a credence product in a services relationship model. Using grounded theory methodology; following in-depth interviews with consumers of general insurance, a number of customer-value creation dimensions for businesses have been identified. Parallel interviews with members of staff from the supplier company add a further perspective. This research demonstrates how organisations or suppliers in the services industry can add value when delivering a credence product in a services relationship context. It is believed that an understanding of the value-adding dimensions can be implemented to create opportunities to build value for customers, with commensurate benefits for suppliers. Following analysis of the interviews held with each buyer, a total of six value dimensions are identified in the findings chapter. Each dimension is individually described, discussed, and illustrated with quotations from customers and supplier’s staff. Other issues relating to value arising from the interviews are examined in the discussion chapter. Three areas for further research are proposed in the conclusion.
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Benedetti, Alison A. "Whatever happens, I'll support you: The effects of autonomy support during aggressive customer service interactions." University of Akron / OhioLINK, 2015. http://rave.ohiolink.edu/etdc/view?acc_num=akron1445334732.
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Ajilian, Saeed. "Analysis and simulation of a customer care and billing services for IT products & services /." Fribourg/Suisse : iimt-Univ.-Press, 2004. http://www.gbv.de/dms/zbw/39866806X.pdf.
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Paul, Lukáš. "Aplikace fuzzy logiky pro hodnocení kvality zákazníků." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2020. http://www.nusl.cz/ntk/nusl-417671.
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Master thesis deals with the evaluation of the quality of customers of the company ALVAO, s.r.o., using fuzzy logic. MS Excel and MATLAB programs were used for this evaluation, in which models will be created and programmed. The introductory part of the work is devoted to the theoretical background, which is necessary for understanding the whole issue. The second part of the work presents the company ALVAO, s. r. o.. In the design, main, part of the work are processed fuzzy models and a demonstration of the evaluation of real customers of the company.
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Polycarpou, Evripides. "Service quality management and customer satisfaction in higher education : quality of services, customer satisfaction and customer behavioural intention in higher education." Thesis, Middlesex University, 2007. http://eprints.mdx.ac.uk/13601/.
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For the purpose of this project, a modified SERVQUAL instrument has been used to investigate undergraduate student perception of service quality at Cyprus College by determining if gaps existed in student expectation versus the perception of the actual experiences. The researcher acquired answers for five research questions designed to determine the relationship between service quality, student satisfaction, student behavioural intention, and certain demographic variables (gender, nationality, and number of years at the college). The population consisted of 1,398 students, which represented the fall 2006 semester enrolment. A cluster sampling methodology was used for the selection of 434 respondents. The researcher has tested the reliability and internal consistency of the survey instrument and it was found to be reliable and have adequate internal consistency. The Cronbach's total alpha was .919. Each research question was analysed individually usmg descriptive data for expectation, perceptions, and gap scores. The results of the survey indicated that there was a wide gap between student's perceived performance and expectations in twenty out of the twenty-two measured items. The most problematic dimension appears to be the Empathy and the least problematic the Tangible dimension. The researcher found that gender, nationality and number of years at Cyprus College are of a little value in predicting student's evaluation of service quality. There were, however, statistical and practical significance found in the ANOV As for each dependent variable. In addition, the researcher has found that respondents, who stated that overall the quality of service is good or very good, appeared to be satisfied or very satisfied with Cyprus College. The same group of respondents appeared also to be more willing than the rest of the respondents to say positive things about the college and less willing to complain if they experience a problem. The findings were discussed among the academic and administration leaders of the college and a set of actions were decided and some have been implemented including service related procedural changes, employee motivation and training, and the establishment of a system of continuous assessment. The results that emerged from the study and the discussions can be useful for other institutions which are concerned about their own quality practices.
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Mozeik, Celeste K. "Customer adoption of online restaurant services a multi-channel approach /." Access to citation, abstract and download form provided by ProQuest Information and Learning Company; downloadable PDF file, 94 p, 2007. http://proquest.umi.com/pqdweb?did=1338866361&sid=7&Fmt=2&clientId=8331&RQT=309&VName=PQD.
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Thesis (M.S.H.T.M.)--University of Delaware, 2007.Principal faculty advisors: Srikanth Beldona and Francis Kwanza, Dept. of Hotel, Restaurant, & Institutional Management. Includes bibliographical references.
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Aliyu, Kabiru Mohammed. "Information and communication technology outsourcing : the determinacy of service level rating (SLR) on customer satisfaction rating (CSR)." Thesis, 2014. http://hdl.handle.net/10210/12458.
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M.Com. (Business Management)Its seems that Information and Communication Technology (ICT) Outsourcing is now a major business for Information Technology Outsourcing Providers (ITOPs) and all their focus is on client retention and new business acquisition. Variables like Employee Satisfaction, Customer Loyalty, and Financial Performance and how they relate to Customer Satisfaction seem to have received ample research attention. The way the client perceives and rates the service, can be influenced by a couple of factors and Service Level Rating (SLR) is one of the factors under study. The main aim of the research was to investigate the relationship between Service Level Rating and Customer Satisfaction Rating (CSR) in Information and Communication Technology Outsourcing. Other variables like competency of the engineer, size of company and type of industry were also used to see if this relationship between SLR and CSR depends on these variables. A quantitative research approach is followed. Secondary data is used in the study as it is considered the most suitable given the variables under investigation. The main variables are Service Level Rating (SLR) and Customer Satisfaction Rating (CSR). Pre-testing was done to ensure reliability which solidifies the foundation for the analysis and results. The research showed that there is a strong negative relationship between Service Level Rating (SLR) and Customer Satisfaction Rating (CSR). However the results showed that client rates do not depend on the level of competency of the engineer providing the service. During SLA negotiations, managers need to be able to balance the effect of Customer Satisfaction and at the same time save the client on cost of delivery at a high Service Level after careful considerations of the factors that influence Customer Satisfaction. Although it is important to maintain customer satisfaction ratings, managers must understand the implications of the human elements of customer satisfaction. The results may not be generalised but are limited to the organisation under study. This research can open further areas of research in future across the ICT sector. More avenues need to be researched on the relationship between the two variables. In future the research could further investigate if the relationship between SLR and CSR is affected by level of the client within the organisation. The research could be extended across the ICT industries in South Africa, the developing and developed economies.
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Nxumalo, Thobelani. "The influence of service quality on the post-dining behavioural intentions of customers at Cargo Hold, Ushaka Marine World." Thesis, 2017. http://hdl.handle.net/10321/2528.
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Submitted in partial fulfilment of the requirements for the Degree of Master of Technology: Hospitality and Tourism Management, Durban University of Technology, 2017.The purpose of this research study was to investigate the influence of service quality on the post-dining behavioural intentions of customers in a fine dining setting. The National Restaurant Association (2014 as cited in Ruggless 2014: 20 stated that the fine dining restaurant segment is constantly losing out on the restaurant industry market share. In order to remain competitive, restaurants need to tender service that meets the expectations of customers, as perceived service quality affects post-dining behavioural intentions (Prayag, Khoo-Lattimore and Sitruk 2015: 27). In an attempt to devise strategies to rescue the sinking fine dining restaurant segment, this research study developed a conceptual framework model and tested its paths through path analysis, using structural equation modelling. The research study modified a DINESERV scale to obtain primary data from respondents. The modified DINESERV attained a high reliability and validity score. It was further subjected to confirmatory factor analyses and all the KMO and Bartlett’s requirements for factor analysis were satisfied. Data was collected by means of self-administered questionnaires at Cargo Hold restaurant after agreement was reached with the management team. The convenience sampling method of data collection was applied. Diners were only given the questionnaire upon receipt of their consent to participate in this study. A total of 400 survey questionnaires were distributed. However, only 361 were deemed suitable for analysis. These 361 usable survey questionnaires represent a 90.25% response rate for this research study. Hypotheses were tested on a hybrid of structural equation modelling path analysis and Spearman’s correlation coefficients. The results showed a positive correlation between service quality and behavioural intentions, with customer satisfaction indirectly exerting a significant effect between these constructs. The research study concludes with implications and direction for future research.
M
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Watt-Pringle, Susan Mary. "The performance management of customer orientation in bank treasuries." Thesis, 1997. https://hdl.handle.net/10539/26519.
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A RESEARCH REPORT PRESENTED TO:
THE UNIVERSITY OF THE WiTWATERSRAND
BUSINESS SCHOOL.
IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE
MASTERS OF MANAGEMENT DEGREE
IN HUMAN RESOURCES MANAGEMENT,
UNIVERSITY OF THE WITWATERSRAND.This study attempts to establish what bank treasury dealers are measured and rewarded on in general, and more specifically whether customer orientation factors are included as criteria of measurement and reward in the performance management process, Furthermore, this study attempts to establish the !evel of customer orientation in bank treasuries by utilising the Narver and Slater Marketing Orientation Scale (1990) and then makes a comparison between that level and the degree to which it is managed by the pertormance management process in terms of both recognition and reward. To achieve this, a study was undertaken in two commercial banks and one merchant bank with a sample size of 70. A trIangulated study was undertaken with the initial qualitative phase consisting of pilot interviews with three senior treasury managers, one from each bank, as well as an independent treasury consultant. Thereafter the quantitative study was undertaken utilising questionnaires distributed to each bank. The median, range and mean were utilised to determine whether or not customer orientation is included as a criteria of firstly, measurement and secondly reward in the performance management process. Thereafter, the ANOVA technique was used to determine the significance of the differences in the means. Sheffe's test of Multiple Palrwise Comparison of Means was then used to determine which means were different. The Spearman rank-order correlation was used to analyse the relationship between the level of customer orientation as per the Narver and Slater Market Orientation Scale (1990), against firstly what the respondents are measured on in their performance management process and secondly, what they are rewarded on. The findings generally indicate that some (but not all) of the customer orientation factors, are included in the performance rnanaqement process in South African bank treasuries to varying degrees.
Andrew Chakane 2019
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Munien, Devanamah. "Understanding declining customer service ratings at a major South African commercial bank." Thesis, 2008. http://hdl.handle.net/10413/8290.
Full textAbstract:
In recent years, the four major South African commercial banks (ABSA, Standard, First National Bank and Nedbank) have been measuring customer satisfaction and loyalty through market research, the results of which reflect their customers’ perception of service delivery by these banks. Standard Bank has shown steadily declining service levels since 2004 as perceived by its customers in the feedback to the monthly customer service surveys. Standard Bank, Personal and Business Banking in KwaZulu-Natal is the case study of this research. The Bank in KwaZulu-Natal implemented structural, technological and process changes during the period 2004 to 2006. Customers expressed dissatisfaction with the installation of centralised contact centres and retail credit centres during their visits to the bank. Customer dissatisfaction was evident in the customer comments in the monthly customer survey. This provided strong motivation to the Standard Bank’s Central Customer Service Support Unit that customers still preferred the personal touch rather than the speed and efficiency that technology and new structures and processes promised to deliver. Senior Executives at the bank were measured on sales and service performance in their areas of responsibility. The customer service component comprised a weighting of 45% of the overall performance scorecard. There was a growing concern that the bank needed to regain customer confidence and as a result, repositioned itself as a bank that focuses on meeting customer needs balanced with a need to be profitable. Enhancing customer loyalty has become a popular topic for managers, consultants and academics. The arguments in support of loyalty are simple to understand. Loyal customers are reported to have higher customer retention rates, commit a higher share of their category spending to the firm, and are more likely to recommend others to become customers of the firm (Keiningham, Cooil, Aksoy, Andreassen & Weiner 2007). The Standard Bank subsequently adopted the strategic operating model with customer centricity as the core theme in August 2006. The operating model is underscored by the strategic C@Ps (Compass Aligned Performance System) that aligns the Bank’s performance with its strategic objectives. To monitor their performance and guide improvement efforts with regard to customer loyalty, managers frequently rely on customer feedback systems. This feedback is typically obtained through customer surveys that contain measures of satisfaction, repurchase intention, and word-of-mouth intention (Keiningham et., al 2007). Customer feedback survey ratings at this bank indicate a downward trend since 2003. This study will focus on customer service ratings in KwaZulu-Natal branches during the period 2004 to 2007, total customer accounts in the bank’s books in KwaZulu-Natal, the ATM availability statistics and attempt to link these changes to the declining service ratings. Customer satisfaction is strongly influenced by customer expectations. The gap between perceived quality and expected quality, called “expectancy disconfirmation is a strong predictor of customer satisfaction (Keiningham et., al 2007). Customer responses in the monthly feedback surveys indicate dissatisfaction with service delivery in some areas of the bank. This study will further investigate the competence of the two core customer delivery channels, the Automated Teller Network and the Branch Network in delivering to customer expectations. The research will be conducted by analysis of secondary data available on the customer service ratings for the period 2004 to 2007. ATM uptime data has been made available from the bank’s ATM reports for the period 2004 to date. To assess whether the declining customer service ratings have contributed negatively to retention of customer accounts, secondary data available from the bank’s database will be analysed and the findings presented in this study. The knowledge and competence level of staff in the bank will be analysed by the results from questionnaires sent to a population of branch and support staff in the bank. This research was conducted through the use of questionnaires handed out to a cross-section of the bank’s population in 6 randomly selected branches in urban KwaZulu-Natal. When conducting research for the purpose of this study, quantitative and qualitative methods were used. From the research it was noted that the performance of the ATM delivery channel could have contributed to declining service levels. This was evident in the ATM availability information from 2004 to date. The research has provided a base for a weak positive correlation between the performance of the ATM and the Customer Evaluation of Branch (CEBS) ratings. Although the ATM performance shows levels above 96%, it is evident that customers are experiencing variations in the service provided at ATM’s in the province. Analysis of secondary data available in the bank’s database, shows that accounts opened during the period 2004 to 2007 were significantly higher that the total number of accounts closed. From the total accounts on hand at the end of each month for the period under review, it is clear that the total accounts are on the increase year on year. It is easy to conclude from the analysis of available data that declining service levels have not contributed to a loss of customer accounts, however, the scope of the research does not allow for investigation into the value of accounts closed and opened. From the analysis of responses to the questionnaires, it is noted that there is a moderate correlation between the knowledge and competence of staff and the creation of value for customers. Good customer service cannot be predicted by trained and knowledgeable staff alone. Employees need to develop a sense of ownership of delivery to customers. This should be facilitated by line managers and supervisors. The bank is fortunate in that it has numerous improvement interventions at its disposal, including a structured framework in which staff can develop and enhance customer service skills and their performance managed accordingly. This will ensure that individual employees are motivated to be a critical link in the chain that delivers quality and creates customer value.Thesis (M.B.A.)-University of KwaZulu-Natal, 2008.
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Lin, Wei-Ting, and 林韋廷. "The Exploration of Service Recovery Satisfaction and Customer Loyalty – From the Perspective of Hotel Star-rating, Position and Failure Severity." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/5r45ha.
Full textAbstract:
碩士國立勤益科技大學
企業管理系
106
With the rapid rise of the tourism industry in recent years as well as the information technology development and traffic convenience improvement, the tourism information can be found out quickly where the tourism industry and hotels conduct more and more activities to attract more customers. The continuous improvement in the quality of customers’ life and service forces the hotel industry to make more efforts in service, environmental hygiene, equipment and other aspects. Good service recovery can retain customers and give customers more confidence in an enterprise. Therefore, this study tries to find out the factors favorable to improve the satisfaction and corporate image after service recovery by taking the star-rating, service personnel position and severity of service failure as the leading items. In this study, the experimental design is adopted to manipulate the scenarios intended to be experienced by the experimental subjects in the study and the study information is collected through the questionnaire surveys. The relationship between the dimensions in the framework of this study is found out by way of the model comparison in the SPSS statistical analysis software. It is found from the results of the study that the star-rating would have a significant influence on the service recovery satisfaction and corporate image; the service personnel position would have a significant influence on the service recovery satisfaction and corporate image; and the severity of service failure would not have a significant influence on the service recovery satisfaction but would have a significant influence on the corporate image. The interaction between the variables is not significant at all in this study model. This study conducted structural equation model analysis and hypothesis validation. According to the results, the service recovery satisfaction has a significant positive influence on the corporate image, but has a negative influence on the customer loyalty; and the corporate image has a significant positive influence on the customer loyalty. This study found that the corporate image plays a role of full mediation between the service recovery satisfaction and customer loyalty.
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ZHE, HE WEI, and 何維哲. "The Influence of the Implement Hotel Star Rating Evaluation to Service Quality and Customer Loyalty－A Case of E－DA Skylark Hotel and Royal Hotel." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/zcxdrq.
Full textAbstract:
碩士大葉大學
休閒事業管理學系碩士班
102
This study focus on the relationships of service quality and customer loyalty in different rating evaluation between four-star hotel and five-star hotel, and explored the varieties of service quality and customer loyalty by different variables of personal background. The research applied convenience sampling and questionnaires are used. Total sample are 600 questionnaires. All of them 417 are valid questionnaires. The reliability of service quality scale is .91 and reliability of customer loyalty scale is .93. Data processing applied descriptive analysis, factor analysis, independent samples t-test, one way ANOVA, correlation analysis and multiple regression analysis. The findings showed that the different star rating evaluation will affect service quality. Service quality is also positively related to customer loyalty. Hence, the findings of research suggest that the manager must try to get higher star rating evaluation score and provide high quality of customer service. It will increase the customer loyalty as well as to build reputation with a more sustainable competitive advantage and create more profits. Key Words: star rating evaluation, service quality, customer loyalty
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SU, HUI-CHEN, and 蘇慧珍. "A Study of Customer Segmentation of Taiwan Mobile Payment Services Using The Awareness and Want Matrix with Adoption Gap Ratio Analysis." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/zacr6z.
Full textAbstract:
碩士輔仁大學
統計資訊學系應用統計碩士在職專班
106
Compared to other payment methods, mobile payment provides users with various advantages such as speed, instantness and convenience. Smart phones becoming increasingly important in everyday life and together with the huge growth of online shopping, the new payment method that replaces plastic money with mobile devices as a payment tool will be an inevitable trend in the future. The main purpose of this thesis is to understand the awareness, want and adoption gap of consumers about mobile payment, taking scholar Liang’s AWAG segmentation matrix released in 2012 as the main theory architecture. Furthermore, it combines Diffusion of Innovation Theory to discuss how the demographic variables, digital lifestyle, financial common sense, and capacities in digits and information influence the acceptance of mobile payment This study developed an online questionnaire to gather sample data.Total valid response count is 474. The results of this thesis are summarized as blow： 1. The development of product purchase through online credit card payment is mature, falling under the “Strong Opened group”, with the adoption gap ratio of only 0.5% indicating that not much difference between want and adoption ratio. The main reason is that the service has been developed for quite some time, and the general public’s adoption or usage is higher than that of product payment methods. Targeting this product, the marketing strategy “hold” should be adopted to continue to provide relevant information or services. 2. Through the widespread publicity by industry and banks, the general public’s awareness of bar code payment and international payment is considerably high, but the want rate is relatively low (about 57%). Hence, they fall under the “Want-bias Opened group”. Targeting bar code payment and international pay, the marketing strategy “hold and improve (raise) ” should be adopted to continue to provide relative information or services and enhance want. 3. Telecom operators’ mobile payment falls under the “Strong Desire- deficiency group”, with the adoption gap ratio of 32.35%, indicating a higher customer want possibly has yet been met. The marketing strategy “ evaluate then leave or evaluate then improve (create) ” should be adopted to evaluate its potential and choose to maintain the status quo or create want. Mobile payment enables users to engage in cash flow trade at any time and place, not limited by space and time. Therefore, as long as mobile payment service providers and mobile service system operators enhance trading system security and pay attention to the user’s personal information and trading information confidentiality mechanism, user’s acceptance and willingness to continue to use mobile payment is expected to be effectively enhanced.
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Ngobese, Ndabezinhle. "Client perception of service delivery in the South African Police Service commmunity service centres in the greater Durban area." Thesis, 2012. http://hdl.handle.net/10321/772.
Full textAbstract:
Dissertation submitted in compliance with the requirements for Master's Degree of Technology: Marketing, Retail and Public Relations, Durban University of Technology, 2011.The purpose of this study is to investigate the perceptions of members of the public towards South African Police Service (SAPS), service delivery in the Community Service Centre (CSC) in the greater Durban area. The focus of the study was based on measurement of service quality dimension and service delivery in order to generate quality models for SAPS CSC. This study focuses on the determination of client perception of quality at the SAPS CSC. The main objective was to develop an understanding of the clients‟ perception of the service delivery by the SAPS CSC. The Servqual Model was used to establish the client‟s perceptions against their expectations of service quality at the SAPS CSC. The person-administered survey was used as the most appropriate technique. Four hundred respondents were surveyed. The data was analysed using Descriptive and Inferential statistics. The five service quality dimensions of the Servqual Model were used to measure client‟s expectations and perceptions. The results indicated that in all five service quality dimensions; (tangible, reliability, responsiveness, assurance and empathy) there was a negative quality gap. The significant differences between perception and expectation of clients in all five service quality dimensions were noted. Improvement is needed across all five service quality dimensions to improve service delivery. Furthermore, the result has revealed that client‟s perception of service quality at the SAPS CSC falls below their expectations, presenting a great challenge to the organisation. In order to improve service quality, it is recommended that SAPS need to regularly assess and monitor employees, as well as clients experiences and provide feedback.
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Chen, Chee-Cheng, and 陳啟政. "A Vendor Performance Rating System with Customer-Satisfaction Oriented." Thesis, 1999. http://ndltd.ncl.edu.tw/handle/17228759837656677317.
Full textAbstract:
碩士義守大學
管理科學研究所
87
This reserch aims to establish a rating system for vendor''s performance from the orientation of customer satisfaction. Its purpose is to provide a methodology of "how to integrate the capability between vendor and manufacturer and to apply different strategies under the nddes of quality improvements". The study is undertaken to specify the interaction and mutual movement among the three groups in the supply chain (Vendor-Manufacturer-Customer) and to integrate the results of four factors; incoming inspection, performance of line reject, service quality of vendor and product reliability. It tries to transform these factors into measurable, quantitative, JIT(Just-In-Time) parameters that are utilized in planning and establishment of this rating system of vendor''s performance. The concept of objective orientation is adopted in the "performance" calculations. From the results of simulation and demonstration in the computerized vendor quality performance rating system, we obtain a very satisfactory completeness, flexibility, effectiveness and sensitivity of parameters-to-model from this system. We found this system has a wide application range that can be utilized in different companies of different industries. The efficiency and effectiveness of this system can fulfill the original expectations of this research. Finally, the multi-parameters rating system of this study can be very beneficial for manufacturers in selecting the best vendor and driving quality improvements are concluded.