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

Author: Grafiati

Published: 4 June 2021

Last updated: 4 February 2022

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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.

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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 efficienc

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2

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

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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. T

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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.

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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.

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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

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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.

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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.

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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 operation

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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.

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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 b

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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.

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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

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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.

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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 ini

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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.

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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

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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.

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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-enr

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12

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

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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, m

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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.

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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 leve

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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/.

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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.

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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 a

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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.

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17

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

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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 funda

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18

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

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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 informatio

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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.

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碩士<br>國立虎尾科技大學<br>企業管理系經營管理碩士在職專班<br>107<br>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

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20

Fallaize, R., A. L. Macready, L. T. Butler, 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.

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Yes<br>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

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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.

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

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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.

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Thesis (Ph.D.)--University of the Witwatersrand, Faculty of Commerce, Law and Management, Wits School of Governance, 2017<br>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

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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.

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碩士<br>國立嘉義大學<br>管理研究所<br>95<br>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 resear

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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.

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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.

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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 ide

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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.

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碩士<br>元智大學<br>經營管理碩士班(企業管理與服務科學學程)<br>100<br>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 st

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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.

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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 imp

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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.

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碩士<br>大葉大學<br>國際企業管理學系碩士班<br>96<br>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 t

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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.

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碩士<br>樹德科技大學<br>資訊管理系碩士班<br>102<br>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

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

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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

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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.

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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 se

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