Dissertations / Theses: 'Perceived service delivery and productivity'

1

Viljoen, Adam Herman. "Perceived service delivery and productivity in the food and beverage sector in Potchefstroom / Adam Herman Viljoen." Thesis, North-West University, 2012. http://hdl.handle.net/10394/9541.

Full text

Abstract:

The importance of management in the food and beverage sector as well as managing food and beverage service employees are crucial aspects that influence quality service delivery. The food and beverage sector is a large service orientated segment of the greater tourism industry, and effective management of employees is therefore necessary since employees are regarded as the primary resource through which establishments deliver services. One might further argue that an employee is “the service” that customers pay for, and that the employees make the intangible service, tangible by their efficiency. The food and beverage sector is however burdened with many challenges such as long working hours, poor remuneration and unskilled employees that influence the overall working conditions of employees and furthermore their overall job satisfaction. The job satisfaction experienced by employees is closely related to Quality of Work Life, which enables employees to design their own level of job satisfaction that will contribute to improved perceived service delivery and productivity. Investigating the needs of employees and how they perceive their own service delivery and productivity is a very important consideration as these contribute to job satisfaction. The rational is that Quality of Work Life contributes to the perceived service delivery and performance of employees as satisfied employees tend to be more hardworking, more productive and will offer better quality services, especially in a service-orientated sector such as the food and beverage sector. The primary goal of the study was to determine the perceived service delivery and productivity in the food and beverage sector, by investigating how commercial food and beverage service employees in Potchefstroom, North-West Province of South Africa, perceive their own service delivery and productivity. In order to reach the goal of the study a self-administrated questionnaire was distributed among food and beverage service employees at various types of establishments such as hotel restaurants, family restaurants, restaurants, fast food outlets, bars, coffee shops and commercial caterers. A total of 224 questionnaires were obtained and included in the statistical data analysis. The data was captured and analysed in the Statistical Package of Social Sciences (SPSS), while Amos was utilised for the Structural Equation Model (SEM). The statistical analysis used in this study consisted of three (3) stages. Firstly, the profile of the respondents, the work life domains and the employees’ business environment was compiled with the help of two-way frequency tables and illustrated with the help of Figures and Tables. Secondly, an Exploratory Factor Analysis (EFA) was done on the work life domains and Finally a Structural Equation Model was performed to indicate the relationship between the work life domains and the influence thereof on perceived service delivery and productivity. The Principal Axis Factor analysis identified seven factors namely job attributes, social attributes, esteem attributes, actualisation attributes, creativity and aesthetic attributes, organisational support and employee commitment and perceived service delivery and productivity. Service and productivity business environment attributes scored the highest mean value (4.00) and this was followed by the esteem work life domain (3.68). Structural Equation Models were performed to indicate the relationship between the work life domains, business environment attributes and the influence thereof on perceived service delivery and productivity. The correlations between the factors in the final SEM indicated that though there exists correlations between organisational support and employee commitment and actualisation attributes, between actualisation and job attributes, and between organisational support and employee commitment and job attributes. Creativity and aesthetic attributes and job attributes indicated correlations, while, organisational support and creativity and aesthetic attributes correlated. Actualisation and creativity and aesthetic attributes correlated as well. This indicates that food and beverage managers have to improve the working conditions of employees as well as provide the appropriate level of recognition to the hardworking employees. Management should consider the recommendations that are made in terms of job satisfaction of food and beverage service employees, as it possesses the ability to influence organisational performance and success. This research was the first study conducted among employees in the commercial food and beverage sector. It made a considerable contribution to literature as, there is to date, limited research available on the influence that Quality of Work life has on the perceived service delivery and productivity of employees in the food and beverage sector. Furthermore, this research provides valuable insights into the job satisfaction and perceived service delivery and productivity of South African food and beverage employees and how best to manage these employees with South African working conditions in mind. There is, however, ample opportunity to expand this type of research in many other tourism industries or sectors, to understand the degree to which employees’ perceptions of their own service delivery and productivity might influence organisational performance. Expanding this research will therefore be invaluable as organisational performance is the main objective of all commercial establishments as it contributes to the improvement of the sector and its competitiveness and profitability.
Thesis (MCom (Tourism Management))--North-West University, Potchefstroom Campus, 2013

APA, Harvard, Vancouver, ISO, and other styles

2

Shasha, Zamuxolo. "An assessment of service delivery challenges: Intsika Yethu Municipality." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1015965.

Full text

Abstract:

This study assesses service delivery challenges in Intsika Yethu Municipality with reference to water and electricity. This report presents the findings of a study conducted to identify the service delivery challenges related to the provision of basic services such as water and electricity, together with the recommendations on how these challenges can be resolved. This study was prompted by the huge number of backlogs experienced regarding water and electricity as well as complaints of non-service delivery and little understanding of the programme and plans within Intsika Yethu Municipality. The results of this study show that the communities do not fully participate in their development planning processes and they do not understand the purpose and existence of IDP document. The researcher hopes that this study will sensitise the community to participate in the affairs of their development that will change the quality of their lives. Intsika Yethu Municipality should improve their strategies and consultation structures in the implementation of water and electricity projects as well as the IDP processes.

APA, Harvard, Vancouver, ISO, and other styles

3

Dixon, Decia Nicole. "Mental health service delivery systems and perceived qualifications of mental health service providers in school settings." [Tampa, Fla] : University of South Florida, 2009. http://purl.fcla.edu/usf/dc/et/SFE0002991.

Full text

APA, Harvard, Vancouver, ISO, and other styles

4

Geigel, Vincent. "The Relationship Between Practicing School Counselors' Perceived Organizational Support And Their Service Delivery." Doctoral diss., University of Central Florida, 2013. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/5939.

Full text

Abstract:

Role ambiguity in school counseling is common; therefore, school counselors deal with issues of role conflict, lack of advocacy, and the assignment of inappropriate duties. The American School Counselor Association (2012) National Model was developed to provide school counselors with a framework for the delivery of appropriate school counseling services to students; however, the National Model is not implemented in all school districts. School counselors' perceived organizational support (POS) was hypothesizes as possible variable mitigating the adoption of the ASCA National Model. This study examined the relationship between school counselors' in Central Florida perceived organizational support (as measured by the Survey of Perceived Organizational Support [SPOS]) and their school counseling service delivery (as measured by the School Counselor Activity Rating Scale [SCARS]). Descriptive statistics, multiple linear regression (MLR), and Pearson product-moment correlation (two-tailed) analysis were employed to investigate correlations. MLR analysis was applied to the outcome/dependent variable of POS (total mean SPOS score) and predictor/independent variables of school counseling services delivery (five mean SCARS subscale scores). Overall, the five mean SCARS subscale score predicted only 6.1% of the variance in the school counselors' mean SPOS scores. In addition, none of the five mean SCARS subscale scores had a statistically significant beta coefficient. Moreover, the results identified that school counselors at the elementary school level had higher POS, SCARS consultation, SCARS curriculum, and SCARS other scores than middle and high school counselors. Furthermore, the school counselors with more experience and not working at Title I schools had lower SCARS counseling scores. The school counselors reporting an older age and with a larger counselor-to-student ratio also had higher SCARS curriculum scores.
Ed.D.
Doctorate
Dean's Office, Education
Education and Human Performance
Education

APA, Harvard, Vancouver, ISO, and other styles

5

Sikhwivhilu, Avhasei Phyllis. "The perceived effects of foreign migration on service delivery in Musina Local Municipality." Thesis, University of Limpopo, 2016. http://hdl.handle.net/10386/2182.

Full text

APA, Harvard, Vancouver, ISO, and other styles

6

Burton-Taylor, Sarah. "The management of firm specific resources as a source of competitive advantage." Thesis, Cranfield University, 2004. http://hdl.handle.net/1826/123.

Full text

Abstract:

This study is about helping managers identify and enhance the idiosyncratic firm resources required for delivering superior perceived use value to customers. Specifically, the research has focused on the organisational knowledge required for routinised service delivery, and has operationalised this organisational knowledge as activities. Project 1 was a comparative study involving observation and interviews in two similar but differentially performing financial services organisations in order to identify the activities involved in service delivery and the differences between the two operations. Project 2 identified customers’ perceptions of value through customer interviews, and then mapped the links between these and the service delivery activities identified in Project 1. Project 3 involved a clinical inquiry intervention aiming to encourage and leverage the firm specific resource of inter-team coordination to enhance the delivery of customer value. The research has confirmed the role of firm specific resources as a source of competitive advantage, and has demonstrated a link with customers’ dimensions of perceived use value. In this study, effective inter-team coordination is identified as the firm specific strategic resource that appears to enable effective service delivery as perceived by customers, through the sharing of knowledge and interpretations, and the development of service process innovation. Many of these coordination activities are discretionary rather than prescribed, with implications for management practice. From this research, a framework has been developed for considering and managing firm specific sources of advantage at the detailed operational level. This is a micro level approach that makes specific links between the customer experience and internal activities, through identifying internal and external competitiveness factors, mapping the ‘inside-outside’ connections, and achieving alignment between internal activities and customer perceptions of value.

APA, Harvard, Vancouver, ISO, and other styles

7

Soni, Manqoba Snothile Mholi. "An investigation into the improvement of effective service delivery in the National Department of Public Works." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1099.

Full text

Abstract:

Despite the existence of enabling governmental policies, programmes and legislation, such as the Construction Regulations gazetted in 2003, Preferential Procurement Policy Framework Act No. 5 of 2000, Occupational Health and Safety Act No. 83 of 1993, the White Paper on the Transformation of the Public Service (WPTPS) of 1997, the Constitution of the Republic of South Africa Act No. 108 of 1996 and the Batho Pele principles, the NDPW is still perceived to be unable to improve on its service delivery record. The aim of this research was to examine the improvement of effective service delivery by the NDPW, the efficiency of government policies, legislation and programmes to address service delivery, and whether the NDPW is in actual fact rendering poor service delivery. A quantitative approach has been implemented in this research; a questionnaire was designed to acquire primary, factual and attitudinal data from NDPW employees; and the secondary data were acquired through a survey of the literature. The results revealed that the NDPW has not yet achieved service delivery improvement. This inadequacy may be attributed to employees’ poor involvement and legislation that has not yet positively impacted on the NDPW service delivery. Here the problem would appear to be a lack of training and education on service delivery. Despite existing policies, programmes and legislation, the NDPW has to date been unable to deliver its services effectively and efficiently. Apparently, their staff is not fully involved in the implementation of such service delivery. The White Paper on the Transformation of the Public Service of 1997 encourages poverty-alleviation programmes that are difficult in practice to implement.

APA, Harvard, Vancouver, ISO, and other styles

8

Varner, Tangrill D. "A comparative analysis among dual-diagnosis: Schizophrenic substance abusers' perceived satisfaction with mental health service delivery and perceived social support systems." DigitalCommons@Robert W. Woodruff Library, Atlanta University Center, 1996. http://digitalcommons.auctr.edu/dissertations/1149.

Full text

Abstract:

The overall objective of this study is to explore, examine, assess and compare perceived satisfaction with service delivery and perceived social support systems among dual-diagnosis: schizophrenic clients. To attain this objective, the following areas were examined by the researcher: (1) Identifying data/demographic data; (2) Support systems, i.e., family and friends among dual-diagnosis: schizophrenic clients; and (3) Satisfaction with mental health service delivery. Fragmentation and gaps in service delivery were also examined. An exploratory descriptive research design was used in the study. A two-part questionnaire was administered by the researcher to thirty-four Dual-diagnosed Schizophrenic Consumers in two separate Mental Health Facilities in Fulton County. This study was an attempt to compare perceived satisfaction with service delivery and perceived social support systems among Dual-diagnosis: Schizophrenic Substance Abusers. The Null Hypothesis was accepted in this study. It was found that there were no statistical significance in perceived satisfaction with service delivery and perceived social support among Dual-diagnosis: Schizophrenic Substance Abusers.

APA, Harvard, Vancouver, ISO, and other styles

9

Cochran, Larry. "ORGANIZATIONAL CHANGE AT THE SERVICE DELIVERY LEVEL: AN INVESTIGATION INTO THE PERCEIVED REACTION TO CHANGE INITIATIVES IN MORAL." Doctoral diss., University of Central Florida, 2006. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/4131.

Full text

Abstract:

As the speed of change increases, federal agencies are challenged more often to develop and implement improvements to existing programs, new programs to meet new needs, or adjustments to programs based on changed circumstances of delivery. Built on the foundation of systems theory, expectancy theory, and field theory, this research seeks to explain why some managers do not propose changes in their organizations---even when the very survival of the organization is at risk. By measuring the fields of influence encountered by managers, we find that the chain of command is supportive of change initiatives. Other organizational elements--human resources and legal staff were measured in this research--are, in general, indifferent about the managers' effort to change. Employees, on the other hand, are strongly opposed to any change with even minimal impact on their work habits and conditions. Based on a survey of 201 managers of Army morale, welfare and recreation activities worldwide, this research views the climate for change from the perspective of the activity manager. There are general findings, along with detailed analysis, that support the need for a change to the environment itself. Executives charged with reviewing and approving activity-initiated changes may find this study useful in developing implementation strategies. Managers may take comfort in knowing that their environment is highly consistent with the experiences of other managers. Support staff--particularly legal and human resources offices--may find the perceptions of managers to be incongruent with the service objectives. We hope that everyone can find enlightenment, or perhaps confirmation of their own experiences, in the responses of these managers, and can use this information productively in the management of their areas of responsibility.
Ph.D.
Department of Public Administration
Health and Public Affairs
Public Affairs: Ph.D.

APA, Harvard, Vancouver, ISO, and other styles

10

Xoyane, Anna. "Perceptions of productivity on service delivery during the 2010 FIFA Soccer World Cup : a case of Sedibeng District Municipality / Xoyane Anna." Thesis, North-West University, 2012. http://hdl.handle.net/10394/10402.

Full text

Abstract:

A number of government initiatives have been established over recent years (1994- 2010) to address the challenge of raising overall quality of life by improving productivity in South Africa. High productivity at a municipal level contributes to the overall productivity of the national economy, which in turn helps to create higher living standards. Workplace productivity refers to how efficiently and effectively an institution can turn its inputs, such as labour and capital, into outputs, such as products and services. Finding ways to increase productivity is a task that can be both frustrating and time consuming. Sedibeng District Municipality (SDM) as one of the South African local municipalities required to meet the development mandate for improving the lives of the people. Mega-events such as the FIFA 2010 Soccer World Cup in South Africa are perceived as an inhibiting factor towards service delivery. SDM is also challenged to complement the requirements of the FIFA 2010 Soccer World Cup to its daily activities. There are mixed opinions about the event. There are misconceptions about mega-events such as the FIFA World Cup, whereby managers estimated that there will be lost hours of productivity. Some managers predicted that a strong performance by the SDM would help the municipality’s ailing economy through boosted sales for beverages, food and the team's apparels. The primary goal of this study was to investigate the perceptions of productivity on service delivery during the 2010 FIFA Soccer World Cup at SDM. Exploration was also made on whether the effective strategic planning can help to improve productivity for future mega events such as the 2010 FIFA Soccer World Cup. As a result to this, a hypothesis was developed that “a focused effort and strategic approaches to increase workplace productivity during mega events (2010 FIFA Soccer World Cup) in SDM is essential, towards continuous improvement of municipal management and operations in order to deliver sustainable competitive advantage”. The hypothesis and research objectives of the study were validated by means of a literature review and empirical surveys and, in so doing open-ended and closed-ended estionnaires were used to interview participants. For the achievement of the primary objective of the study, five chapters were structured to realize the objectives of this study. This was done through a literature review by means of interviews and questionnaires to the SDM and its community members. A sample of 60 community members and municipal employees were consulted for this study. The research findings highlighted the outcomes of the research and verified the assertions made in this study. The study found that: • Productivity plays an important role in municipal service delivery, and it should be a priority and primary objective towards effective service delivery in all municipalities. • Productivity growth is important because, as a key driver of real GDP growth, it improves the prosperity and living standards of the population in SDM. • The absence of an effective strategy may lead to lack and low productivity • Strategic plan in the SDM plays an important role in ensuring sustainable delivery of services. • The impact of the FIFA 2010 World Cup, were minimal, whereby the plans of SDM were incorporated in the Integrated Development Plan for 2006-2010. • The event boosted the moral of community members and for small businesses in SDM. The study concludes with a series of recommendations for an effective public participation process in poverty alleviation programmes for communities, and for further research.
M, Development and Management, North-West University, Vaal Triangle Campus, 2012

APA, Harvard, Vancouver, ISO, and other styles

11

Terblanche, Venessa Hayley. "The determinants of service delivery success in local government: the case of Nelson Mandela Bay Municipality." Thesis, Nelson Mandela Metropolitan University, 2017. http://hdl.handle.net/10948/20774.

Full text

Abstract:

Section 153 of the Constitution of South Africa (RSA, 1996) states that “a municipality must structure and manage its administration, budgeting and planning process to give priority to the needs of the community and to promote the social and economic development of the community”. Despite this mandate placed on local government, De Wet and Moseki (2015, p. 61) write that insurgent South Africans engage in violent protests against continued “municipal ineffectiveness in service delivery, poor responsiveness to citizens’ grievances, and a conspicuous consumption entailed by a culture of self-enrichment on the part of councillors and staff”. The Department of Corporate Governance and Traditional Affairs (COGTA ) (2014) identify huge service delivery backlogs, poor communication and accountability relationships with communities, corruption and fraud, poor financial management and insufficient municipal capacity as a result of lack of scarce skills as some of the priority areas impacting hardest on the municipality’s ability to function as a well-performing municipality. Mpofu and Hlatywayo (2015) report that poor performance by workers in local government has been established as one of the major issues affecting the efficient provision of municipal services by municipalities. It thus follows that the performance and conduct of municipal employees need to be improved in order to improve the delivery of basic services to the communities they are to serve. Hanyane and Naidoo (2015) hold the view that without proper service delivery, the achievement of good governance and the effective use of public resources will remain elusive. The primary objective of this study was to contribute to improving the levels of service delivery at a selected municipality by identifying which factors the employees of the municipality consider most effective in improving their levels of service delivery within the organisation. A questionnaire was structured and used to conduct a survey with 65 middle-level managers, senior-level supervisors, middle-level supervisors and operational staff.The study concluded that talent management and retention strategies were the only independent variable that proved to have a significant positive relationship with service delivery within the selected municipality.

APA, Harvard, Vancouver, ISO, and other styles

12

Swaratsingh, Kennedy Jerome. "Enhancing Workplace Productivity and Competitiveness in Trinidad and Tobago Through ICT Adoption." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/451.

Full text

Abstract:

The productivity of Trinidad and Tobago's public sector workplaces is related to their absorptive capacity for technological adoption. Guided by the technology acceptance model, which suggests that individuals' and institutions' use of technology increases in relation to perceived ease of use and apparent value, this case study explored how Trinidad and Tobago used information and communications technology from 2001 - 2010 to improve public sector workplace productivity. Study data were collected from 22 individual interviews with senior executives from the government of Trinidad and Tobago, members of the e-business roundtable, and local industry experts, and from reviewing the archives of the Ministry of Public Administration and Information. The data were analyzed using keyword frequency comparison, coding techniques, and cluster analysis. The resulting themes include e-legislation, e-infrastructure, e-readiness, government e-services, and e-business. The study findings showed that Trinidad and Tobago's technology agenda centered primarily on connecting government ministries and agencies. It also ushered in a period of telecommunication liberalization, which provided sustainable and cost effective options for government, citizens, and businesses to access broadband technology services. The results of the study showed that this access to low-costs broadband technology provides a platform for digital inclusion by improving workplace productivity, providing access to additional opportunities for education via an online platform, and increasing employment opportunities.

APA, Harvard, Vancouver, ISO, and other styles

13

Herlin, Malin, Adrian Mårtensson, and Christoffer Nydahl. "Tjänsteinnovationer inom sista milen - En studie av konsumenters inställning till crowdsourcing, paketskåp och smarta lås." Thesis, Malmö universitet, Fakulteten för kultur och samhälle (KS), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-24035.

Full text

Abstract:

Det ständigt växande e-handelssegmentet ställer helt nya krav på transporter inom sista milenleveranser. Sista milen är ofta förknippad med negativa externaliteter som buller, trängsel ochutsläpp och dessutom låg kostnadseffektivitet. Sista milen är därför en del i logistikkedjan somhar stor förbättringspotential. Det har därför på senare tid uppkommit en del innovationer inomsista milen som ska kunna öka effektiviteten och minska de negativa externaliteterna.I denna studie har vi, med hjälp av virtuella fokusgruppsintervjuer, undersökt åtta individersinställning till tre olika innovativa leveransmetoder; crowdsourcing, paketskåp och smarta lås.Vi har även undersökt vad det är som påverkar denna inställning och antagandet av dem, samt vilka förväntningar som individerna har på nya leveranssätt. Till vår hjälp har vi bland annat haft teori kring hur individer antar nya innovationer, vad en tjänsteinnovation är samt tidigare forskning om våra undersökta leveranssätt. Fortsättningsvis har vi även haft teori kring upplevd risk och vad som skapar värde för kunder. Med hjälp av dessa teorier kunde vi i analysen besvara våra frågeställningar. Det visade sig att deltagarna generellt sett har en negativ inställning till crowdsourcing och smarta lås som leveranssätt. Beträffande paketskåp fanns en generellt sett positiv inställning. Det var också det leveranssätt som många deltagare provat tidigare. De är generellt sett nöjda med de leveranssätt som redan existerar och därför är intresset för innovativa leveranssätt inte så stort. Vid diskussioner gällande samtligaleveranssätt fördes resonemang kopplat till värde och risk. Beträffande både inställningen tillinnovationerna och förväntningarna på dem uppfattar vi det som att relativa fördelar,komplexitet och kompatibilitet spelar stor roll vid antagande av innovationer. Även recensioneroch “word of mouth” har visat sig spela in.
A continuously growing B2C e-commerce sector creates new challenges and a differentdemand in the transport sector, especially in the final step of a logistic supply chain - the lastmile delivery. Furthermore, the last mile is also known as the least cost effective part of alogistic chain as well as the part that is associated with negative externalities like congestion,air pollution and noise pollution, especially in urban areas. Considering this, the last mile is apart with high potential of improvement. This is also why last mile delivery innovations arestarting to show up on the market.With the help of virtual focus group methodology, we have in this study aimed to investigateeight people’s attitude towards three last mile delivery innovations; crowdsourcing, parcellockers and smart locks. We have studied things that can have an affect on this attitude and the adoption of innovations, but also what expectations the customers have on last mileinnovations in general. To be able to analyze our data, we have used a variety of theories,including Diffusion of innovations theory, and theories regarding customer value, risk andservice innovation. Regarding our three service innovations, we have also included previousresearch concerning those.Our research showed a negative attitude towards crowdsourcing and smart locks, and a positive attitude towards parcel lockers, which also was the innovation that a lot of our participants had tried. In general, all participants were satisfied with existing delivery methods, why the motivating factors for using the innovations are few. Discussions regarding customer value and risk were influential in our results. We also found mutual factors in what affects attitude and expectations, factors like complexity, compatibility and relative advantages. Furthermore, reviews and word of mouth also seem to have an affect on their attitude towards the innovations.

APA, Harvard, Vancouver, ISO, and other styles

14

Sewdass, Nisha. "The implementation of Competitive Intelligence tools and techniques in Public Service departments in South Africa to improve service delivery a case study of the Department of Home Affairs /." Thesis, Pretoria : [s.n.], 2009. http://upetd.up.ac.za/thesis/available/etd-09272009-154654/.

Full text

APA, Harvard, Vancouver, ISO, and other styles

15

Vermaak, Ernest Paul. "Assessment of monitoring and evaluation of non-financial performance of provincial departments in the province of the Eastern Cape with special reference to its impact on service delivery." Thesis, University of Fort Hare, 2016. http://hdl.handle.net/10353/4571.

Full text

Abstract:

In this research study an investigation was launched into the monitoring and evaluation system that the government introduced to monitor and evaluate the performance information produced by the Provincial Government Departments on the implementation of their annual performance plans. The Government Departments obtain budget approval from the Legislature and submit their three-year performance plans with their budgets. The government realized that service delivery was not improving against the back drop of annually increasing the budgets. The monitoring and evaluation system was introduced to assist the Government Departments with the implementation of their annual performance plans. Monitoring and evaluation serves as a control measure and deviations can be detected from the planned outputs of the Government Departments. Corrective measures must be instituted that will have the effect that the Government Departments meet the targets set in the indicators as approved in the annual performance plans. A literature review was conducted on monitoring and evaluation regarding the ideal manner in which it should be performed. The South African Government introduced a number of discussion documents from the Presidency and National Treasury on monitoring and evaluation. Several authors raised their views on the matter and it was captured in the research study. The methodology followed was based on the Systems Theory and a questionnaire was prepared and circulated amongst Political Office Bearers and Chief Officials in the Provincial Government Departments in the Eastern Cape on the issues that was researched. Interviews were conducted with selected participants to gain clarity on specific issues related to the questionnaire. The official annual report issued by the Auditor General to the Provincial Legislature served as official document in the research study. The data collected from the questionnaire, interviews and official documentation was analyzed and graphs were drawn and deductions were made from the results. Findings and recommendations were made from the data collected and a summary was compiled of the issues raised in the research study.

APA, Harvard, Vancouver, ISO, and other styles

16

Lindqvist-McGowan, Angelica. "From the Ashes of Scorched Earth : The role of procedural justice, provision of promised benefits, and respectful and dignified treatment on perceived truth commission legitimacy." Thesis, Uppsala universitet, Hugo Valentin-centrum, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-384534.

Full text

APA, Harvard, Vancouver, ISO, and other styles

17

Zhu, Joe. "Productivity modeling and service delivery configuration in bank branches." 1998. https://scholarworks.umass.edu/dissertations/AAI9909236.

Full text

Abstract:

Worldwide, the idea of "person-less" banks, and full-service (financial services) institutions which compete with "non-bank" financial services organizations, are becoming the new way of doing business. To meet global competition, the Canadian Financial Services Industry has a need to conduct research into how to design their delivery of services by the most efficient and effective means. Specifically, there is a need to develop and position the operating structure of the institution to best respond to the market place, while meeting internal operational performance goals. Accordingly, a fundamental restructuring and reengineering is occurring within a large Canadian Bank. A major objective of this transformation is to provide more convenient and efficient platforms to the customer for performing transactions. This dissertation is directed at evaluating branch bank performance as a means of identifying best practice. Methods are developed to (1) study the performance of traditional bank branches. This activity involves the development of models characterizing both operational and sales performance, and attempts to uncover sources of inefficiency existing within the present structure; (2) provide tools for evaluating branches under the new structure. This effort will allow banks to examine reengineering options, and facilitate the development of a best strategic option for the organization with regard to branch make up; and (3) branch merger. More generally, the result will aid the Canadian Financial Service Industry in undertaking restructuring and reengineering efforts that are now occurring.

APA, Harvard, Vancouver, ISO, and other styles

18

"Consumer Participation and Perceived Service Quality in Extended Service Delivery and Consumption." Doctoral diss., 2011. http://hdl.handle.net/2286/R.I.8976.

Full text

Abstract:

abstract: Customers today, are active participants in service experiences. They are more informed about product choices, their preferences and tend to actively influence customer and firm related outcomes. However, differences across customers become a significant challenge for firms trying to ensure that all customers have a `delightful' consumption experience. This dissertation studies customers as active participants in service experiences and considers three dimensions of customer participation -- in-role performance; extra-role performance-citizenship and elective behavior; and information sharing -- as its focal dependent variables. This study is grounded in services marketing, customer co-production and motivation literatures. The theoretical model proposes that customer behaviors are goal-directed and different consumers will have different reactions to the service quality because they have different assessments of progress towards their goals and (consequently) different levels of participation during the service experience. Customer role clarity and participation behavior will also influence the service experience and firm outcomes. A multi-step process was adopted to test the conceptual model, beginning with qualitative and quantitative pretests; followed by 2 studies (one cross-sectional and other longitudinal in nature). Results prove that customer participation behaviors are influenced by service quality directly and through the mediated path of progress towards goals. Assessment of progress towards goals directly influences customer participation behaviors cross-sectionally. Service quality from one service interaction influences customer in-role performance and information sharing in subsequent service interactions. Information sharing influences service quality in subsequent service interactions. Role-clarity influences in-role and extra-role performance cross-sectionally and influences these behaviors longitudinally only in the early stages of the customer-firm relationship. Due to multi-collinearity, the moderating effect of customer goals on assessment of progress towards goals could not be tested. The study findings contribute to the understanding of customer participation behaviors in service interactions for both academics and managers. It contributes to the literature by examining consumption during the service interaction; considering customers as active participants; explaining differences in customer participation; integrating a forward-looking component (assessment of progress towards goals) and a retrospective component (perceptions of service quality) to explain customer participation behaviors over time; defining and building measures for customer participation behavior.
Dissertation/Thesis
Ph.D. Business Administration 2011

APA, Harvard, Vancouver, ISO, and other styles

19

HSU, I.-JU, and 徐憶如. "Applying Gap Model of Service Quality to Investigate Perceived Differences in Home-delivery Service Quality - A Case of Home-delivery Station." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/e8gehc.

Full text

Abstract:

碩士
國立虎尾科技大學
企業管理系經營管理碩士在職專班
107
With advances in technology and changing consumption pattern, nowadays everyone has a smartphone. They can shop everywhere, without restrictions of factors including time, space, location, and others , which not only speeds up growth in E-commerce but also leads to the rise of home- delivery industry. Therefore, some of national enterprises, one after another, enter home-delivery market. While competition becomes more intense, customers will have higher expectation on service quality of delivery companies. The ways to maintain current advantages and then provide with better delivery service is the reason why this research would like to explore service quality of delivery companies and perception discrepanciesservice quality between providers and customers. In terms of this research motivation, there are three purposes: realizing a company’s current circumstance of service quality; exploring the reason which causes company and customer to have differentperception of service quality; offering suggests on service improvement to home-delivery service providers who are participants in this study. Through the exploration of relative documents, the history of delivery development and its status quo was learned. The research subject was obtained fromsemi-structured interviews in qualitative research conducted on long-time delivery staffs and their contract customers. The audio filesare transcribed into text , which will be coded afterward.This research adopted PZB Service Quality Model,developed by three professors from Cambridge University, Parasuraman, Zeithaml and Berry, as an empirical method. Research result show the impact of service gaps respectively are: Gap 1 has 12 factors; Gap 2 has 12 factors; Gap 3 has 11 factors; Gap 4 has 7 factors; Gap5 has 12 factors. It is found that customers believe that the distribution efficiency, shipment preservation, advertising, customer service and equipment facilities of the home delivery company need to be improved, and the employees and supervisors also feel that the personnel attitude and the damaged parts of the shipment need to be improved. The study result can be taken as reference by delivery companies to improve their service quality.

APA, Harvard, Vancouver, ISO, and other styles

20

Fallaize, R., A. L. Macready, L. T. Butler, J. A. Ellis, A. Berezowska, A. R. H. Fischer, M. C. Walsh, et al. "The perceived impact of the National Health Service on personalised nutrition service delivery among the UK public." 2015. http://hdl.handle.net/10454/7211.

Full text

Abstract:

Yes
Personalised nutrition (PN) has the potential to reduce disease risk and optimise health and performance. Although previous research has shown good acceptance of the concept of PN in the UK, preferences regarding the delivery of a PN service (e.g. online v. face-to-face) are not fully understood. It is anticipated that the presence of a free at point of delivery healthcare system, the National Health Service (NHS), in the UK may have an impact on end-user preferences for deliverances. To determine this, supplementary analysis of qualitative data obtained from focus group discussions on PN service delivery, collected as part of the Food4Me project in the UK and Ireland, was undertaken. Irish data provided comparative analysis of a healthcare system that is not provided free of charge at the point of delivery to the entire population. Analyses were conducted using the ‘framework approach’ described by Rabiee (Focus-group interview and data analysis. Proc Nutr Soc 63, 655-660). There was a preference for services to be led by the government and delivered face-to-face, which was perceived to increase trust and transparency, and add value. Both countries associated paying for nutritional advice with increased commitment and motivation to follow guidelines. Contrary to Ireland, however, and despite the perceived benefit of paying, UK discussants still expected PN services to be delivered free of charge by the NHS. Consideration of this unique challenge of free healthcare that is embedded in the NHS culture will be crucial when introducing PN to the UK.

APA, Harvard, Vancouver, ISO, and other styles

21

Gaie, Martha J. "Effects of perceived campaign influence on attitudes and service delivery behaviors of health care workers in Nepal." 1998. http://catalog.hathitrust.org/api/volumes/oclc/41639433.html.

Full text

Abstract:

Thesis (M.S.)--University of Wisconsin--Madison, 1998.
Typescript. eContent provider-neutral record in process. Description based on print version record. Includes bibliographical references (leaves 44-45).

APA, Harvard, Vancouver, ISO, and other styles

22

Naing, Myo. "Early warning characteristics of monitoring and evaluation systems on the "functionality" of municipal service delivery processes." Thesis, 2017. https://hdl.handle.net/10539/23813.

Full text

Abstract:

Thesis (Ph.D.)--University of the Witwatersrand, Faculty of Commerce, Law and Management, Wits School of Governance, 2017
Since 1994, the new democratically elected government has embarked on a series of massive initiatives, policies and programmes to improve municipal service delivery performance. Municipalities are, however, still incapable of fulfilling their designated service delivery mandate. The preliminary study of this research discovered that the current municipal monitoring and evaluation (M&E) systems, although they are legislated to serve as an early warning system (EWS), do not have essential components of an EWS and, as a result, cannot alert key players and stakeholders of developing problematic trends in municipal service delivery processes. The research examined the extent to which the current M&E system of the City of Johannesburg contains the components of an EWS. The purpose is to design and propose a model of M&E system that can serve as an EWS and enable municipalities to receive advance information about potential problems, and then to implement the necessary corrective interventions. Using a qualitative and a casestudy methodology, data were collected through observation, interviews, focus-group discussions (FGDs) and documentary study. Root cause, thematic analysis and data categorisation were used to analyse data. The findings indicate that early warning signals exist and are noticed by some officials and staff, but no mechanism or budget exists to enable them to use the knowledge (i.e., no EWS exists). An important original finding this study makes is that one of the root causes of municipal problems is the state of alienation municipal workers and managers across race and class experience, which results in silo mentality of workers, departments and sectors, and fragmentation throughout planning, functionalities, information and knowledge, as the effects of alienation on municipal performance have not been in the local government discourse. Conceptually, it argues that the M&E concept and framework need to be re-designed to encompass and build-in the concept of EWS, and, in turn, proposes a model of proactive M&E (pM&E), i.e., an M&E system integrated with EWS components, and therefore serves as an EWS. Moreover, it also suggests that concept and approach of the Weak Signals Theory (WST) is applicable in an M&E framework, but would be hard to use in “municipal” M&E systems, for three reasons: capacity constraint, political, and the multi-sectorial nature of the municipal system. ■ ii KEY WORDS Local government, Municipal service delivery processes, Municipal service delivery challenges, Monitoring and Evaluation (M&E), pM&E (proactive M&E), eM&E (M&E system integrated with EWS components and therefore serves as an EWS), Early Warning System (EWS), Weak Signal Theory, Alienation, Alienation in local government context
GR2018

APA, Harvard, Vancouver, ISO, and other styles

23

yu-hao, huang, and 黃昱豪. "The effects of service attribute and music attribute and the delays at different phases of a service delivery on the perceived wating time." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/79840369174161702182.

Full text

Abstract:

碩士
國立嘉義大學
管理研究所
95
As the economic concentration evolves from manufacture to service, customers think much of less waiting time than low product quotation. Waiting time is now a very important factor regarding customer satisfaction. In these busy days, time becomes a precious resource. Customers cannot tolerate long waiting time. Long waiting time leads to customers’ dissatisfaction. Waiting is usually inevitable in the process of a service. It is still unknown how different perceptions of waiting time are related to service attributes or different waiting environments. This research studies how the three factors (service attribute, music attribute, and the length of waiting time) influence customers’ perceptions of waiting time while they are being serviced. We have the following conclusions. First, different service attributes lead to different customers’ perceptions of waiting time. Second, when the service is provided at a short distance, the psychological pressure on customers is light; hence, customers percept that their waiting time is short. Third, music familiarity has trivial influence on customers’ perceptions of waiting time.

APA, Harvard, Vancouver, ISO, and other styles

24

EnkhnaranSainbayar and 單恩蘭. "Investigating the Success Factors of E-Service Delivery in Higher Educational Sector from the Perceived Perspective of Citizens." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/69179346455585942259.

Full text

APA, Harvard, Vancouver, ISO, and other styles

25

Molomo, Thato. "Towards rural innovation extension delivery in Lesotho : the perceived benefit of a multi-stakeholders intervention approach." Diss., 2012. http://hdl.handle.net/2263/26620.

Full text

Abstract:

Rural Agricultural Extension System in Lesotho depends on how successful extension knowledge is assembled from multiple actors and applied. Issues are wide ranging, from professional management and technical capacity constraints to the use of multiple, often overlapping and competing approaches by various role players, to mention just a few. First, the study identified multiple actors in rural agricultural extension. Second, it assessed the extent of multi-stakeholder coordination and the approaches used in rural extension. Third, it presented a comparison between best innovative models as identified in the literature and the practices in Lesotho. Fourth, it developed an innovative intervention model for knowledge transfer in consultation with the users of extension service in the two rural settlements. Using a mixed-research method conducted in two rural settlements from Ha Lejone in the Highlands and 'Muela in the Eastern Foothills of Lesotho to study the problem of coordination among actors, anecdotal evidences suggested that the patterns of interaction are not as effective and efficient as they potentially could be. The results show a mismatch of activities between service providers and farmers in terms of inputs provided and inputs required. Poor inter-ministerial and institutional coordination cultures are the majorelements preventing more effective interaction among actors. Introducing a multi-stakeholder intervention approach maps out roles and relationships within the extension knowledge systems by incorporating practices that are already known with exotic ones would give a fresh impetus to the reform of public sector agricultural extension in Lesotho. Policy recommendations for better use of innovation knowledge systems and approaches in the delivery of extension services, concludes the thesis. Copyright
Dissertation (MSc)--University of Pretoria, 2012.
Agricultural Economics, Extension and Rural Development
unrestricted

APA, Harvard, Vancouver, ISO, and other styles

26

Liao, Yi-Chun, and 廖宜君. "The Impacts of Relational Information Processes, Employee Job Characteristics, and Customer Co-production on Service Delivery Performance：The Mediating Function of Perceived Service Encounter Quality." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/34895173892019019541.

Full text

Abstract:

碩士
元智大學
經營管理碩士班(企業管理與服務科學學程)
100
The purpose of this article attempts to examine the aspects of service delivery to better determine the influence on service delivery performance, and furthermore address the relationship among those aspects. This research involved documentary analysis, indicated the effective factors of service delivery then construct the conceptual model. Refer to literature review and logical inference to prove the relationship among relational information processes, customer co-production, employee’s job characteristics and service delivery. To conclude, this study may be of importance in explaining the effective factors of service delivery, as well as in providing service industry with a better understanding of how improving their service delivery performance.

APA, Harvard, Vancouver, ISO, and other styles

27

Phungwayo, Msizi. "The perceived impact of the performance management system utilised in the Department of Social Development in enhancing service delivery : a case study of the Johannesburg Metro Region." Thesis, 2014. http://hdl.handle.net/10539/14932.

Full text

Abstract:

The mandate of the Department of Social Development (DSD) is to provide welfare services. These services are targeted at every citizen in South Africa and most importantly the vulnerable and poor people of South Africa. In order to ensure that it fulfills its mandate, the Department of Social Development (DSD) has put in place a Performance Management System which seeks to ensure that the deliverables are achieved effectively and efficiently. It is often argued that services for the poor are sometimes poor services, yet government devotes ample resources to improve these services. Thus the implementation of Performance Management System is strategically geared at improving service delivery in government departments. The Department of Social Development (DSD) is one of those departments that have implemented the Performance Management System but the results reveal that it has not achieved the expected outcomes, There is heightened job dissatisfaction, poor performance and low morale. The study sought to investigate the perceived impact of the performance management system on service delivery. The primary aim of the study was to investigate the contributions of the performance management system of the Department of Social Development (DSD) in enhancing the delivery of social services. The study employed a qualitative approach and it was exploratory in nature. The study population consisted of social workers and managers. In addition, there were key informants drawn from the Human Resource section. A total of 15 participants and 2 key informants were selected using purposive sampling. Semi-structured interview schedules were used to collect data. There were separate interview schedules for social workers as well as the managers. Face to face interviews were conducted with all the participants. The collected data was analysed using thematic content analysis. Ethical considerations were adhered to, as the researcher observed and adhered to conducting the investigation without bringing harm to participants and allowing the participants free will to choose to participate in the study. The major findings revealed that there is no common understanding of what performance management is. The study revealed that the performance management system utilised in the DSD had a negative impact on service delivery. All the participants identified the performance management system as a management tool. Various challenges that undermine the effectiveness of the performance management system were identified. These challenges include the role of supervision was identified as being suppressed as proper supervision did not take place and political interference was also identified as a challenge that undermined the effectiveness of system. The work output of social workers was affected by these various challenges.

APA, Harvard, Vancouver, ISO, and other styles

28

Chih-Wei, Chang, and 張智為. "The Study on the Relationship among Perceived Risk, Customer Complaint Behavior and Satisfaction of Service Recovery─A Case Study of Customer's Reaction on International Express Delivery." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/03855933711562145231.

Full text

Abstract:

碩士
大葉大學
國際企業管理學系碩士班
96
Although the dissemination of information can be ached by the high-tech, but many of the physical entity of the delivery of goods, and still have to rely on improving the transport system. Consumers on the speed and quality of service requirements are increasingly stringent, as well as the international trend, so it is the rise of international express delivery industry. When customers perceived not satisfied with consume, may lead to complain behavior. Some scholar think that customers complain will generate higher satisfaction and intent to purchase than not complain after the service recovery. Therefore, this study is international express delivery industry as evidence of the industry. In customer's perspective, understand the relationship of perceived risk of consumers and customer complaint behavior, as well as understand the relationship of customer complaint behavior and satisfaction of service recovery. The results of this study found that perceived risk of customer, it will affect customer complaint behavior. And customer complaint behavior, it will affect satisfaction of service recovery significantly.

APA, Harvard, Vancouver, ISO, and other styles

29

Hsin, Yi-Ru, and 辛憶如. "A Study of Customer Satisfaction and Repurchase Intention after Delivery Service Failure and Recovery in Online Retailing- Based on Expectancy Disconfirmation Theory and Perceived Justice Theory." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/4adkcg.

Full text

Abstract:

碩士
樹德科技大學
資訊管理系碩士班
102
With the prevalence of e-commerce, online shopping has become a more and more important mode of purchase. Thus, in such highly competitive online market, how to take appropriate recovery polices to hold customer satisfaction and repurchase intention and then to keep constant customers is a good issue worthy for e-tailers to focus on. Accordingly, we intended to investigate with customers’ expectancy disconfirmation and perceived justice theories how the recovery policies taken by e-tailers affected customer satisfaction and repurchase intention after delivery service failure. In our study, we adopted total 8 experimental invented situations of questionnaire: 2 kinds of compensation (yes/ no) × 2 kinds of response speed(fast/ slow) × 2 kinds of apology (yes / no). Using convenience sampling method to take samples from office workers and students, who are frequent online shoppers, and statistic software SPSS 19.0 and LISREL 8.80 to analyze, test and verify data. The results showed that the recovery policies affected customers’ expectancy disconfirmation significantly. Comparatively, giving customers compensation, immediate response and apology resulted in positive and higher expectancy disconfirmation. The recovery policies had significant impact on perceived justice. Giving compensation, adopting immediate response and giving apology resulted in higher distributive justice, procedural justice and interactional justice rather than no compensation, no immediate response and no apology. Besides, the expectancy disconfirmation toward recovery policies brought significant impact on satisfaction after recovery. The three perceived justices had positive and significant impact on satisfaction after recovery, and the expectancy disconfirmation influenced those three perceived justices. Furthermore, customer satisfaction after recovery had positive and significant influence on repurchase intention.

APA, Harvard, Vancouver, ISO, and other styles

30

Delgado, Dénise Isabel Monteiro. "Satisfação do cliente bancário: Estudo em Cabo Verde." Master's thesis, 2009. http://hdl.handle.net/10071/2041.

Full text

Abstract:

A questão da satisfação dos consumidores é uma das principais preocupações dos gestores da actualidade. Desta forma, as empresas do sector bancário não têm medido esforços para alcançar a excelência, a começar com o atendimento aos seus clientes. Neste estudo pretendeu-se analisar como é que dimensões, como a confiança e o envolvimento, podem interferir na satisfação dos consumidores. O facto de se apontarem algumas ligações entre a confiança e a noção de satisfação foram a mola impulsionadora deste trabalho conduziram a uma análise da verdadeira relação existente entre os conceitos. A Metodologia de investigação assentou numa pesquisa bibliográfica divida em três conceitos principais – marketing bancário, qualidade percebida com a prestação do serviço e satisfação – devidamente relacionados, na aplicação de um questionário a uma amostra final de 160 indivíduos e na interpretação dos dados obtidos através de Análises Factoriais, Análise de Variância e Regressão. Os resultados obtidos sugerem que a qualidade percebida e satisfação com a forma de atendimento durante a prestação do serviço funciona como um antecedente da confiança na marca – ou seja, à medida que aumenta a Satisfação aumenta a Confiança.
The question of the satisfaction of the consumers is one of the main concerns of the managers nowadays. In such a way, the companies of the banking sector have not measured efforts to reach the excellency, to start with the attendance to its customers. In this study one intended to analyze as dimensions, as the confidence and the envolvement, can intervene with the satisfaction of the consumers. The fact of it, pointing some linkings between the confidence and the notion of satisfaction had been the impulsion spring of this work and had lead to an analysis of the true existing relation between the concepts. The Methodology of inquiry seated in a bibliographical research divides in three main concepts – banking marketing, service quality and satisfaction - duly related, in the application of a questionnaire to a final sample of 160 individuals and in the interpretation of the data gotten through Factoriais Analyses, Analysis of Variance and Regression. The gotten results suggest that the satisfaction functions as an antecedent of the confidence in the mark - that is, to the measure that increases the Satisfaction increases the Confidence.

APA, Harvard, Vancouver, ISO, and other styles

31

Zwane, Ntombifuthi Joy. "The relationship between burnout, employee engagement and self-perceived employability amongst employees in the South African public sector." Diss., 2018. http://hdl.handle.net/10500/26805.

Full text

Abstract:

Orientation: The employee engagement approach has been utilised to combat burnout in both private and public sector institutions. With increasing research, selfperceived employability is gaining popularity as an effective tool to reduce burnout in the contemporary world of work. Knowledge of the relationship between these three constructs is therefore important for public sector institutions and researchers in industrial and organisational psychology in South Africa. Research purpose: The purpose of this study was to determine the relationship between burnout, employee engagement and self-perceived employability amongst employees in the South African public sector. Motivation for study: Numerous studies have highlighted the prevalence of poor service delivery in public sector institutions as linked to employees feeling disconnected from their work as a result of numerous burnout symptoms. A plethora of studies have emphasised the significance of employee engagement in reducing burnout. With increasing research, focus has also been on the employability construct as a tool to manage burnout in the ever-changing working environment and the labour market. Both employee engagement and self-perceived employability have been utilised as approaches to reduce burnout amongst employees. However, the relationship between these three constructs is unknown, and therefore the findings of this study will be crucial for both public sector institutions and researchers in industrial and organisational psychology in South Africa. Research design, approach and method: The researcher conducted a quantitative study. It involved a non-probability sample of 158 South African public sector employees. Correlational and descriptive statistical analyses were utilised to analyse the data. Main findings: Burnout has a significant negative relationship with employee engagement; however, burnout does not significantly correlate with self-perceived employability. There are significant differences between the various biographical groups and burnout, employee engagement and self-perceived employability. Practical/managerial implications: Approaches to reducing burnout amongst employees should consider employee engagement and self-perceived employability as effective tools to enhance employees’ wellness, morale and productivity. Improving the engagement levels of employees and enhancing their employability will greatly improve the well-being of employees in public sector institutions and help alleviate the actual employee burnout.
Industrial and Organisational Psychology
M. Com. (Industrial and Organisational Psychology)

APA, Harvard, Vancouver, ISO, and other styles

Dissertations / Theses on the topic 'Perceived service delivery and productivity'

Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles