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Byarugaba, Jotham Mbiito. "Service quality perceptions in the Uganda mobile telephone branch of industry." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1226.
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Standard practice dictates that mobile telephone service providers remain accurately aligned with the dynamic expectations structure of the target mobile telephone service users they serve. To comply with this requirement, literature sources assert that service providers need to adopt a candid marketing research orientation to understand what the users expect and in-build it in their service designs. Theory further contends that if such a business stance is diligently applied, any service provider is bound to gain a competitive edge in the market place. Notwithstanding the aforementioned, service providers continue design services without sufficient understanding of what users expect. This mindset has led to disparities in both the designed and the recieved service. Despite the pioneering works of earlier reserachers on the Gaps model, evidence shows that no research had been carried out to measure users' and providers' service quality perceptions in the mobile telephone branch of industry in Uganda. Much remains unknown as regards users' perceptions of expected and actual service quality and any potential disparity thereof. In the same spirit, much remains unknown as regards providers' perceptions of users' expectations and users' real expectations and potential disparity thereof. In order to measure the aforementioned disparities, the Gaps model was used in which Gaps 1 and 5 were measured for providers and users of mobile telephone services in the branch industry in Uganda.
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Schnabel, Elaine Barbetta. "Quality in service and industry." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1994. http://www.kutztown.edu/library/services/remote_access.asp.
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Cheung, Yu-wing Alex, and 張汝榮. "Current and future trends of quality management in Hong Kong's servicesector." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1998. http://hub.hku.hk/bib/B31268699.
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Gupta, Kunal. "A contingency approach to service reliability and service customization : their relationship and role in customer evaluations." Thesis, McGill University, 2003. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=84512.
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The presence as well as the nature of the relationship between customer perceptions of service customization and reliability is investigated in the first of three studies of the dissertation by applying an exploratory analytical approach---"probabilistic scaling analysis." Results suggest the existence of a positive and ordinal relationship between customer perceptions of customization and reliable quality. The second study of the dissertation applies a more confirmatory, 'contingency theory' approach to validate, and further develop the findings of the first study. Results are consistent in that a positive and ordinal relationship is observed between customer perceptions of service customization and reliability. Further, findings suggest that customization quality moderates the affect of reliable quality on overall service evaluations. Some support is also found for the moderating role of reliable quality. Together, these findings help unravel the relationship between customer perceptions of service customization and reliability, and demonstrate how each of them affects the marketplace efficacy of the other.Overall, results of the probabilistic scaling analysis, as well as contingency theory demonstrate that among customers at the lower end of the latent scale, it is primarily the 'things gone wrong,' i.e. lack of reliability that governs the unfavorability of their overall perceptions. Among customers on the higher end, it is 'things gone right,' i.e. favorable customization quality perceptions that govern the favorability of their overall perceptions. Together, these results suggest that a service provider must minimize 'things gone wrong' and then focus on 'things gone right' to elicit favorable overall evaluations.
In a service environment however, 'doing things right' requires an immediate understanding of individual needs that a customer brings forth during every service transaction, and that must be met to create value for the customer. Qualitative data are analyzed using a conceptual framework to provide a systematic understanding of these issues. Such understanding also provides diagnostic information towards exploring key segment level differences observed in the second study of the dissertation. Overall, the analyses of the third study extend current subject understanding by providing a contextual development of value-creating individual customer needs as they relate to service customization and reliability, and their implications on service design.
Overall, the dissertation develops current subject understanding of service customization and reliability, and therefore of service quality in general. Customers evaluate service offerings on both elements of quality---customization and reliability, and thus one of them cannot be studied without understanding its affects on the other component of quality. The research, we believe, would develop the understanding of the subject, and would also aid service providers in more scientific service design as well as decision-making.
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Pitt, Marelise. "SERVQUAL in an internal nonprofit market : psychometric issues." Thesis, Cape Technikon, 1999. http://hdl.handle.net/20.500.11838/2095.
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Thesis (MTech (Marketing))--Cape Technikon, 1999.Quality of service, as perceived by the customer, has been shown by research to be a critical factor contributing to organizational performance in recent years. Therefore, the management of service quality is a key variable, and for service quality to be managed, it has to be measured. There have been significant advances in the measurement of service quality in the past fifteen years, resulting in a stream of research, mostly concentrating on the external customers of profit-seeking firms. A key factor driving this research was the development of an apparently reliable, valid instrument for the measurement of service quality. This instrument called SERVQUAL, was developed by US researchers A. "Parsu" Parasuraman, Valarie Zeithaml and Len Berry. It has spawned an enormous debate in the marketing literature, leading to the further exploration and refinement of the dimensions of the service quality construct. While the use of SERVQUAL has been extensively investigated in external markets, and in for-profit firms, less attention has been given to its use, and more importantly, its reliability and validity in internal markets, and in not-for-profit organizations. These settings are becoming increasingly important from a services marketing perspective. Internal markets (where fellow employees are also customers) are being subjected to market testing, and many services previously provided within the organization are being outsourced. In order to survive, many functions such as information systems, training, catering and cleaning are being forced to market their services internally, and this includes assessing service quality, and improving it. Likewise, private and public nonprofit organizations are coming under increasing scrutiny, as donors and taxpayers alike become evermore concerned about the value gained from the expenditures made by these organizations with their funds. In this study, the SERVQUAL instrument was used to measure service quality as perceived by the internal customers of a large IT department within an extensive government organization. The main objectives of the study were to assess the psychometric properties of the SERVQUAL instrument in this setting. It was found that SERVQUAL generally performs well under these circumstances, with regard to reliability, construct, convergent and nomological validity. However, the instrument appears to be problematical in terms of discriminant validity. This is probably less attributable to the measurement situation as to the instrument itself, for the finding mirrors evidence from the literature. The study also identifies implications for management, and opportunities for future research.
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Van, Rayner Fiona Mary. "The impact of cost saving on service quailty." Thesis, Nelson Mandela Metropolitan University, 2006. http://hdl.handle.net/10948/631.
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The aim of all companies is continuously to improve their products and/or services. Managers need to understand what service quality entails and what measures to take to ensure that quality is upheld and employees are satisfied. Cost-saving initiatives often require certain changes to take place within the organisation. In the event of such changes, the psychological contract is often violated, which may have a positive or negative effect on the affected individuals. Management expects to get more work done with fewer employees, who in turn are expected to keep up the service quality. The current shortage of medical technologists in the country has made it impossible for them to cope with the heavy workload. As a result, many leave the profession and venture into something completely different. Those that are left become completely demotivated; they experience less job satisfaction and show less commitment to their work. However, some may even embrace the changes because to them it may mean bigger and better challenges. The aim of this study is to identify which approaches management took to ensure cost saving and how these approaches impacted on the behaviour of employees. A literature review was conducted to determine what the theory reveals about cost saving and its impact on employee behaviour. This was followed by an empirical survey conducted within the National Health Laboratory Services in the Ibhayi region. Finally, the practical findings and literary theory were compared to make recommendations to management on how to ensure positive employee behaviour and boost employee morale.
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Gule, Xolile Michael. "Improving the service quality of taxi operators in the Nelson Mandela Bay." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1115.
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The study focused on the taxi industry as a services industry due to its contribution to the economies of both developed and the developing countries. The purpose of this study was to investigate ways to improve service delivery in the South African taxi industry. This industry is one of the underperforming industries in South Africa with regard to service quality due to over-serviced taxi routes and a lack of information about the needs and desires of the taxi commuters. The primary objective of this study was to investigate how to improve the service quality of taxi operators in the Nelson Mandela Bay by applying theories and concepts of services marketing and total quality management (TQM). More specifically, the study investigated whether taxi drivers have the required knowledge of services marketing and service quality, and what service quality challenges taxi drivers and commuters face. The sample consisted of 20 taxi drivers and 101 student commuters using taxis on the Port Elizabeth routes. The empirical results showed that taxi drivers perform unsatisfactorily on the four TQM elements: leadership, employee involvement, product/ process excellence and customer focus. The results also reflected the general perception in the Eastern Cape that taxi service quality is poor. Of the five service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy), the taxi drivers performed the best in reliability and the worst in empathy. The empirical results further suggested that taxi services do not meet the expectations of commuters, as deficits were reported between expectations and perceptions of actual service quality. The different quality dimensions used in the measurement of taxi service quality and their empirical results could provide a guideline to taxi service leadership and government on the critical aspects of taxi service quality.
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Nguenang, Lionel Bell. "An approach to six sigma implementation in South African enterprises." Thesis, Cape Peninsula University of Technology, 2010. http://hdl.handle.net/20.500.11838/1213.
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Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2010To succeed in the global market, South African enterprises need an overall operational excellence which is a key requirement for any business to sustain competiveness and growth. To effectively respond to the constant flexibility of customer demands, many quality initiatives have been developed to assist business organisations in the quest for excellence. Quality management has evolved over the years from a simple product inspection, to a modern management system that requires the involvement of the entire workforce and other stakeholders to work closely, toward customer satisfaction. Currently, the most used quality concepts by organisations throughout the world are ISO 9001(2008); Total Quality Management; Just in Time; and Six Sigma. Among these quality initiatives, Six Sigma has emerged as the most powerful quality improvement strategy. In South Africa (SA), business organisations have adopted several quality initiatives to cope with the challenges of globalisation. Six Sigma is one of the latest quality initiatives that many businesses in SA are using or considering as a mechanism to strengthen their product or service quality. This study explores a Six Sigma model for implementation in the context of the South African business environment. As less than ten percent of organisations worldwide have recognised the tremendous effects of Six Sigma in boosting their productivity and financial profit, it becomes extremely important to understand the complexity and critical aspects behind Six Sigma implementation, that organisations in SA must recognise when implementing Six Sigma. This study can assist many industries in SA, as well as those in other developing nations, who have not yet experienced Six Sigma implementation, to become aware of the complexity and critical elements of this quality approach.
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Müller, Otto. "Service quality perceptions among different cultures in the Nelson Mandela Metropole." Thesis, Nelson Mandela Metropolitan University, 2006. http://hdl.handle.net/10948/d1011687.
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Managing cultural differences in today’s work environment has received the attention of researchers all over the world. What has received far less attention is the managing of the cultural differences between service provider workers and customers and how this is perceived to lead to achieving great service quality. This research project focuses on the cultural differences between culturally diverse South African service provider workers and South African customers, with some reference to international customers. The questionnaire used in this research includes questions embodying the service quality instruments developed by Parasuraman, Zeithaml, and Berry (1988) and Hofstede’s (1991) cultural dimensions. The questionnaire was completed by 81 students of the East Cape Midland College in the Nelson Mandela Metropole. A Pearson’s correlation coefficient was calculated for each service quality instrument and each cultural dimension. The resulting correlation coefficients were analysed and a positive or negative correlation between each service quality instrument and each cultural dimension is shown. The implications of each positive and negative correlation are shown and how it impacts on perceived service quality delivery. The implications for service quality management are shown, followed by recommendations for the management of a culturally diverse workforce.
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Getty, Juliet M. (Juliet Margolin). "An Investigation of the Perception of Delivered Quality at Different Levels of Organizational Hierarchy in Services." Thesis, University of North Texas, 1993. https://digital.library.unt.edu/ark:/67531/metadc278751/.
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The overall purpose of this research was to add to existing theory of quality pertaining to the service provider's perception of quality. Quality in the service industry is difficult to assess because of the intangible, heterogeneous and labor intensive nature of services. In addition, personnel have varying perceptions of delivered quality based on their position within the organizational hierarchy. This study enhanced the Service Quality Model developed by Zeithaml, Berry, and Parasuraman (1988). An additional gap ("gap 6") was hypothesized and investigated. This gap describes the differences in perceived delivered quality by employees at different organizational levels (e.g., managerial, supervisory, and non-management employees) across different market segments. The researcher proposed that "gap 6" has a significant impact on total perceived delivered quality. The survey instrument addressed five dimensions of overall quality: tangibles, reliability, responsiveness, assurance, and empathy. The survey was administered to employees from hotels representing three market segments located within the same metropolitan area and managed by the same company. A 3 X 3 factorial design was used with three organizational levels (managers, supervisors, and hourly employees) and three lodging market segments (luxury, business-traveller, and long-term/suite). Data analyses included descriptive statistics, analysis of variance (ANOVA), and Tukey's Multiple Comparison Test.
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Lei, Un Ian. "A case study of service quality in an education centre." Thesis, University of Macau, 2008. http://umaclib3.umac.mo/record=b1950687.
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Hajikordestani, Reza N. "A taxonomy of lean six sigma success factors for service organizations." Master's thesis, University of Central Florida, 2010. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/4523.
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Six Sigma is a business improvement strategy that aims to improve process performance using a structured methodology that identifies and removes the causes of defects in manufacturing and business processes, while implementing the lean concepts attempts to remove wasteful activities from those processes. In practice, the Six Sigma strategy and the Lean philosophy are combined and often viewed as one integrated philosophy, where the philosophy of Lean Six Sigma simultaneously removes wasteful activities from a process and reduces the variability of that process. This thesis research reviews the concepts and implementation of Lean thinking, Six Sigma strategy, and the integrated concept of Lean Six Sigma, with emphasis in service organizations. Most importantly, this thesis summarizes the critical success factors for implementing Lean Six Sigma within a service business environment and categorizes them within a proposed multi-level taxonomy that can be used by service business units and service providers to improve the success of Lean Six Sigma implementation.ID: 029050550; System requirements: World Wide Web browser and PDF reader.; Mode of access: World Wide Web.; Thesis (M.S.)--University of Central Florida, 2010.; Includes bibliographical references (p. 67-71).
M.S.
Masters
Department of Industrial Engineering and Management Systems
Engineering and Computer Science
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Simpson, Antony Paul. "Applicability of ISO 9000 in the service industry : University of Stellenbosch Business School case study." Thesis, Stellenbosch : Stellenbosch University, 2007. http://hdl.handle.net/10019.1/49208.
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Thesis (MBA)--Stellenbosch University, 2007.ENGLISH ABSTRACT: In the face of increasing competition, Business Schools increasingly have to evaluate the quality of the service that they offer to current and prospective students. The most significant factor affecting an organisation's performance is the quality of its products and services in relation to the products and services of competitors. Measurement of service quality is a function of customer satisfaction, which in tum is based on a perception of how the service conforms to prior expectations thereof. A widely accepted method of quality assurance used in industry is ISO 9000 certification. For academic institutions the de facto method of providing confidence in the quality of the education they offer is through academic accreditation. The University of Stellenbosch Business School (USB) is unclear - in the light of its academic accreditations - of the benefits to be derived from implementing ISO standardisation within the organisation. The iso 9000 series is a set of quality standards, of which ISO 900 I: 2000 is one, which is primarily concerned with the quality management process. It deals with what the organisation does to enhance customer satisfaction by meeting customer and applicable regulatory requirements, and to continually improve the organisations performance in this regard. It is important to note that compliance with ISO standards is not intended to guarantee the quality of a product or service, it is however intended to provide confidence in the processes which produced or delivered the product or service. In evaluating the applicability of ISO 9000 in the service industry, it is concluded that there is little difference from how its standards and guidelines apply in manufacturing to how they apply in service industries. The USB is found to have implemented an extensive quality management system in order to attain various academic accreditations, most notably EQUIS accreditation. Thus from an academic perspective there would be little to gain from USB implementing ISO 9001: 2000, even though the standard is perfectly suited for academic environments. Where advantages would most likely be realised is in the peripheral business and support functions of the USB.
AFRIKAANSE OPSOMMING: In die aangesig van toenemende mededinging moet bestuurskole gereeld die kwaliteit van diens wat hulle aan huidige en voomemende studente bied, evalueer. Die mees veelseggende faktor in 'n organisasie se prestasie is hoe die kwaliteit van sy produkte en dienste vergelyk met die van sy mededingers. Die meet van die kwaliteit diens wat 'n organisasie lewer is 'n funksie van die tevredestelling van kliente, wat op sy beurt weer gebaseer is op insig tot die wyse waarop die diens ooreenstem met die oorspronklike verwagtinge daarvan. ISO 9000 sertifikasie word algemeen aanvaar in industrie as 'n betroubare maatstaf waarteen kwalitieit gemeet word. Vir akademiese instellings is die de facto metode om vertroue te wek in die kwaliteit van die opleiding wat hulle aanbied, deur middel van akademiese akkreditasie. Vir die Universiteit van Stellenbosch Bestuurskool (USB) is dit in die lig van hulle akademiese akkreditasie onduidelik wat die voordele verbonde aan die implementering van ISO standaardisering binne die organisasie sou wees. Die reeks ISO 9000 is 'n stel kwaliteitstandaarde, waarvan ISO 900 I: 2000 een is, en is hoofsaaklik gemoeid met die proses van kwaliteitsbestuur. Dit bemoei hom met die stappe wat 'n organisasie neem om klientebevrediging te bevorder deur die bereiking van die vereistes van beide sy kliente en die toepasbare voorskrifte. Dit is belangrik om daarop te let dat 'n onderworpenheid aan ISO standaarde geensins die bedoeling het om die kwaliteit van 'n produk of diens te waarborg nie - die oogmerk is egter om vertroue te wek in die prosesse wat die produk of diens veroorsaak of gelewer het. Deur die toepasbaarheid van ISO 9000 in die diensbedryfte evalueer, is dit vasgestel dat daar inderdaad min verskil is tussen die wyse waarop hierdie standaarde en riglyne van toepassing is in die vervaardigingsektor en hoe dit toegepas word in diensbedrywe. Dit is vasgestel dat USB 'n verreikende kwaliteitsbestuursisteem in werking het om verskeie akademiese akkreditasies te bekom, veral die EQUIS akkreditasie. Die gevolgtrekking is dat daar vanuit 'n akademiese oogpunt min rede is vir USB om ISO 900 I: 2000 te implementeer, selfs al is hierdie standaard goed van toepassing op 'n akademiese omgewing. Waar dit tot sy beste voordeel toegepas kan word, is in die omliggende sake- en ondersteuningsfunksies van USB.
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Jansson, Janna, and Linnéa Forslund. "Bemötande sett ur sex bibliotekariers perspektiv. : Möjligheter och förutsättningar för personal och verksamhet att arbeta med bemötandefrågor på bibliotek." Thesis, Uppsala University, Department of ALM, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-125771.
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Abstract Attitudes towards the reference situation and the meetings between library users and librarians have become the subject of much debate in the library setting today. The aim of this two years master´s thesis has been to examine six librarian’s attitudes and apprehensions concerning the interactions between the librarian and the users in the library setting. We were also interested in knowing how a library can work to become more service oriented and customer centred. We conducted six interviews with librarians located at three different libraries in Sweden. We used three theories to explain our aim. These are Jürgen Habermas theory of social communication, theory about professions and Christian Grönroos theory of Service Management. We found that our informants both see the physical meeting with the library and the social exchanges with the librarians as important parts of the user’s experience of the library. The three libraries that we visited work in different ways to improve their customer service. One library has developed a policy for concrete ways to improve the social exchange with the library user. Another library is working with a policy and the third library handle attitude questions more implicit in the daily work and in a specialised group. We could see that the informants who worked at the library which had a policy and an under-standing of the importance of customer service as a central part of the organisation regarded those questions as being very important. Some informants could not see how customer service could get improved in another way than just discussing these issues in groups, meetings or in connection to seminars. The changing of attitudes of members of the staff can be complicated however because it, at some level, is about individual changes. We believe that a person has to be motivated to make these changes. To improve this motivation the organisation has to create opportunities for the staff to critically reflect upon their working situa-tion. In that way we believe that the staff can experience security and motivation to do a good job which then has a positive impact on the customer service provided. The acknowledgement of the importance of customer service within an organization has to engage everybody and the whole organisation at all its levels. We think that customer service in the library setting will become more important in the future as a response to the technical evolution and all the automated elements in our society. The importance of actual meetings in-crease as our society increasingly communicates via digital means.
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Vivian, Leticia Carvalho. "A qualidade no serviço hoteleiro : um estudo de caso na cidade de Gramado-RS com base no modelo SERVQUAL." reponame:Repositório Institucional da UCS, 2016. https://repositorio.ucs.br/handle/11338/2476.
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O turismo é um dos setores que mais cresce, gerando emprego e renda em todo mundo, tornando-se um fator importante para o desenvolvimento econômico. Dentro do turismo, o setor hoteleiro destaca-se na economia do país em razão da capacidade de atender a demanda causada pelo deslocamento de pessoas. O objetivo da presente pesquisa é analisar, com base no modelo SERVQUAL, a qualidade do serviço hoteleiro oferecido pela cidade de Gramado – RS. Este estudo tem caráter exploratório, de natureza qualitativa. Para isso, utilizou-se de um levantamento bibliográfico (em banco de dados e nos principais periódicos do turismo). O objeto de estudo foram os 13 hotéis de categoria luxo e conforto localizado na cidade de Gramado – RS. Os resultados foram alcançados através das análises feitas nos sites e das avaliações destes hotéis feitas pelos clientes nas Online Travel Review. As visões foram estudadas separadamente e na sequência feitas um comparativo entre elas com respaldo da literatura. As análises foram realizadas através do modelo SERVQUAL de acordo com as seguintes variáveis: tangibilidade, confiabilidade, presteza, segurança e empatia. Os resultados apresentados mostraram que o capital humano é o elemento que mais carece de investimento por parte dos hotéis.Submitted by Ana Guimarães Pereira (agpereir@ucs.br) on 2017-05-05T19:05:21Z No. of bitstreams: 1 Dissertacao Leticia Carvalho Vivian.pdf: 1860255 bytes, checksum: 14235251dc6f30a8cd08c43e441bbe62 (MD5)
Made available in DSpace on 2017-05-05T19:05:21Z (GMT). No. of bitstreams: 1 Dissertacao Leticia Carvalho Vivian.pdf: 1860255 bytes, checksum: 14235251dc6f30a8cd08c43e441bbe62 (MD5) Previous issue date: 2017-05-05
Coordenação de Aperfeiçoamento de Pessoal de Nível Superior, CAPES.
Tourism is one of the fastest growing sectors, generating employment and income worldwide, making it an important factor for economic development. Within tourism, the hotel sector stands out in the economy of the country because of the capacity to meet the demand caused by the displacement of people. The objective of this research is to analyze, based on the SERVQUAL model, the quality of the hotel service offered by the city of Gramado - RS. This study has an exploratory character, of a qualitative nature. For this, a bibliographical survey was used (in databases and in the main journals of tourism). The object of study were the 13 hotels of category luxury and comfort located in the city of Gramado - RS. The results were achieved through the analyzes made on the websites and the evaluations of these hotels made by the customers in the Online Travel Review. The visions were studied separately and in the sequence made a comparative between them with support of the literature. The analyzes were performed through the SERVQUAL model according to the following variables: tangibility, reliability, readiness, safety and empathy. The results presented showed that human capital is the element that most requires investment by hotels.
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Olivier, Elizabeth Susan. "Service provision in the Sol Plaatje municipal area from a tourism perspective." Thesis, Bloemfontein : Central University of Technology, Free State, 2010. http://hdl.handle.net/11462/131.
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Thesis (M. Tech.(Tourism and Hospitality Management)) -- Central university of Technology, Free State, 2010Globally, tourism is increasingly referred to as the world's biggest industry. As tourism increases so the consumer’s demand for quality in all its related products and services increase. Superior customer service can therefore be viewed as one of the most effective strategies to create a sustainable competitive advantage. The delivery of excellent service is crucial if a tourism destination such as the Sol Plaatje Municipal Area in the Northern Cape, South Africa, is to enhance its visitors’ experience and ensure their extended stay. One of the key constraints to tourism growth that has been identified is the lack of product and service quality. The primary goal of the study therefore was to investigate the perceptions of tourists on the quality of tourism service in the Sol Plaatje Area. Another primary goal was to determine the quality of service by conducting unstructured interviews with role-players in the local tourism industry. Secondary objectives were set, namely to determine the service needs of foreign and domestic tourists, and to make recommendations and suggestions to increase service quality in the Sol Plaatje Area. A questionnaire was used as a measuring instrument and distributed to domestic and foreign tourists. Three sampling points were selected to conduct the survey (250 questionnaires), namely the departure hall of Kimberley Airport, the Big Hole and the McGregor Museum. Results indicated that although the majority of tourists (83.4% of domestic and 93.8% of foreign respondents) were generally satisfied with the service they received and would promote the Sol Plaatje Municipal Area as a tourist destination, a large number of respondents (32.1%) rated their satisfaction with service delivery as average to poor. This is an indication that improvement is needed in the delivery of quality service. Unstructured interviews (conducted by the researcher) with 20 major role-players in the local tourism industry indicated that the majority (60%) perceived the service delivery in the Sol Plaatje Municipal Area as average to poor and not exceeding the expectations of tourists. Overall, the results indicated the need for the Sol Plaatje Municipal Area to improve its tourism service delivery in order to exceed tourist expectations and compete with other destinations locally and abroad. The findings of this study contribute valuable information and insights into the quality of service delivery in the Sol Plaatje Municipal Area. It will therefore be beneficial to all tourism stakeholders to provide visitors with the best service experience in the Sol Plaatje Municipal Area.
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Lowther, Dwain Eldred. "Customer relationship management: A financial perspective." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2694.
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This paper focuses on methods for financial institutions to perform precise customer level analysis to anticipate customers' evolving financial needs and maximize the lifetime value of each customer relationship. The paper proposes software packages that analyze customer relationship management from a financial perspective.
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"Service quality perception difference between employees and customers." 2002. http://library.cuhk.edu.hk/record=b5891080.
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Ng, Wai Hung Thomas.Thesis (M.Phil.)--Chinese University of Hong Kong, 2002.
Includes bibliographical references (leaves 103-112).
Abstracts in English and Chinese ; questionnaires in Chinese.
ABSTRACT (ENGLISH) --- p.i
ABSTRACT (CHINESE) --- p.iv
ACKNOWLEDGEMENT --- p.vi
TABLE OF CONTENTS --- p.vii
LIST OF TABLES --- p.ix
LIST OF FIGURES --- p.x
Chapter CHAPTER I --- INTRODUCTION --- p.1
Chapter CHAPTER II --- LITERATURE REVIEW --- p.6
Service Quality (SQ) --- p.6
Conceptualizing SQ --- p.9
SQ Perception Discrepancy between Employees and Customers --- p.14
SQ Conceptualization Discrepancy
Discrepancy in Psychometric Properties of SQ scale
SQ Evaluation Discrepancy
Measurement Equivalence/Invariance(ME/I) --- p.19
Testing Configural Invariance
Testing Factorial Invariance
Testing Unique Variance Equivalence
Testing Factor Variance Equivalence
Testing Intercept/Scalar Invariance
Testing Factor Correlations Equivalence
Testing Latent Means Equivalence
Chapter CHAPTER III --- OBJECTIVE --- p.25
Chapter CHAPTER IV --- CONCEPTUALIZATION --- p.27
SQ Conceptualization --- p.27
Difference in Conceptual Model
Difference in Manifestation of Constructs (Dimensions)
Psychometric Properties of the Scale --- p.31
Difference in Magnitude of Random Error
Difference in Perception Dispersion
Difference in Baseline Perception
SQ Evaluation --- p.35
Difference in Interrelationships among Dimensions
Difference in Perceived SQ level
Summary --- p.39
Chapter CHAPTER V --- METHODOLOGY --- p.41
Data Collection --- p.41
Survey Instrument
Interview
Method of Analysis --- p.42
Testing Difference in Conceptual Model
Testing Difference in Manifestation of Constructs
Testing Difference in Magnitude of Random Error
Testing Difference in Perception Dispersion
Testing Difference in Baseline Perception
Testing Difference in Interrelationships among Dimensions
Testing Difference in Perceived SQ level
Other Methodologies in Examining ME/I --- p.51
Chapter CHAPTER VI --- RESULTS --- p.56
SQ Conceptualization --- p.59
Difference in Conceptual Model
Difference in Manifestation of Constructs
Psychometric Properties of the Scale --- p.68
Difference in Magnitude of Random Error
Difference in Perception Dispersion
Difference in Baseline Perception
SQ Evaluation --- p.75
Difference in Interrelationships among Dimensions
Difference in Perceived SQ level
Summary of Results --- p.77
SQ Conceptualization
Psychometric Properties
SQ Evaluation
Chapter CHAPTER VII --- DISCUSSION AND CONCLUSION --- p.85
Managerial Implications --- p.85
Using Employees Information
Training
Methodological Merits --- p.90
Measurement Non-invariance as a Source of Information --- p.92
Future Direction:
Application of the Multiple Forms of Discrepancy --- p.94
Conclusion --- p.95
APPENDIX --- p.96
Chapter 1A. --- Employees Survey Questionnaire --- p.96
Chapter 1B. --- Customers Survey Questionnaire --- p.99
Chapter 2. --- Item Patterns of Three Testing Models --- p.102
REFERENCES --- p.103
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Pretorius, C. "Service quality in a statutory research organisation." Thesis, 2014. http://hdl.handle.net/10210/9115.
Full textAbstract:
M.Com. (Business Management)In the light of the ever increasing competition characterising today's global economy (Dale, 1995: 48) and the drastic changes brought about by the new South Africa, local businesses would have to make a conscious effort to prosper in future. Research organisations accustomed to being subsidised by the state have a particular challenge to face in the new South Africa where all subsidies are being shrunk. The reason for this is political pressure to redirect state spending towards social upliftment programmes. Quality and customer satisfaction are important topics that get attention world-wide. Well managed service organisations have the following common virtues [Kotler & Armstrong, 1991: 610]: • A history of top management commitment to quality; • High standards for service quality are set; • Service performance is well monitored - both their own and that of competitors; • Employees as well as customers are being satisfied. The distinction between service quality and customer satisfaction is that, perceived service quality is a global judgement relating to the superiority of the service, whereas satisfaction is related to a specific transaction [Parasuraman, et al., 1988: 16]. Incidents of satisfaction over time, result in perceptions of service quality. According to Cronin & Taylor [1992: 65] perceived quality may play a bigger role (in comparison with satisfaction) in customer-intimate companies who need to do more than simply meet customers' "minimum requirements". Customer-intimate companies (for example research organisations) continually tailor and shape products and services to fit an increasingly fine definition of the customer [Treacy &Wiersema, 1993: 87]...
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Erasmus, L. W. "A critical evaluation of service quality and management involvement in a service organisation." Thesis, 2012. http://hdl.handle.net/10210/7202.
Full textAbstract:
M.Comm.Customer service quality is an important aspect in the process required to make an organisation successful. Research has shown that it is very expensive to acquire new customers and that the ideal is to keep existing customers, to satisfy their needs and give them value for money to ensure that they return to the organisation. Servicing existing customers will also ensure that profitability improves over time. Seven leading organisations in South Africa were selected to investigate what they define as good quality customer service. The investigation revealed that management plays an important role in creating and maintaining a culture of quality customer service. Customer contact, listening to the customer, determining what his needs and expectations are, is required to ensure that the customer is satisfied with the organisation. It is furthermore clear that the demands of customer service change over time and that organisations need to be flexible to meet these changing needs. The quality customer service was measured in Rand Air and the SERVQUAL model of Parasuraman was used as a basis. The study gives a summary of the background of the model. The model was further adjusted to be relevant to the compressor hire industry. Rand Air (Pty) Ltd was used as the basis on which to do the study, and the industry was used for comparison purposes. Rand Air's history and present position were described, as well as what Rand Air does as far as customer service is concerned. The study was done over a two year period. Certain recommendations were made as areas for improvement.
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"Development and validation of a total-quality-management-for-service (TQMS) model." Thesis, 2002. http://library.cuhk.edu.hk/record=b6073927.
Full textAbstract:
The empirical study gives support to the strong mediating role of a customer-focused culture. The key determinants of perceived service quality are epitomized in the 'golden triangle' of Visionary Leadership, Customer Focus and Quality People. Visionary leadership does not exert direct effect on people but transmits its influence through the establishment of a customer-focused culture. Contrary to the findings from previous studies, the relationship between process management and perceived service quality does not fall into place.This paper presents the results of an empirical assessment of a Total-Quality-Management-for-Service (TQMS) model. The model integrates the traditional TQM literature and service quality management literature, showing the impact of both strategic and operational factors on perceived service quality. Structural equation modeling was applied to examine the theoretical causal ordering, using data collected from 90 service companies and 900 customer interviews. The constructs were found to be highly reliable and valid. The results provide strong empirical evidence in support of the TQMS model, specifying the relationships among TQM practices.
This study contributes to theory building by identifying the TQM constructs relevant to the service setting. Introducing perceived service quality as a performance measure extends the traditional TQM theory by providing insights on how internal organizational practices can influence externally-based outcome. From the practical standpoint, managers could use the results obtained to make better decisions in evaluating quality program implementation. It is evident that the prevalence of a customer-focused culture is a pivotal factor which determines the ultimate success of TQM. This culture factor also acts as a mediator transmitting the effect of leadership on employee behavior, and eventually on perceived service quality.
Choy Lee-man.
"January 2002."
Adviser: T. S. Lee.
Source: Dissertation Abstracts International, Volume: 63-01, Section: A, page: 0258.
Thesis (Ph.D.)--Chinese University of Hong Kong, 2002.
Includes bibliographical references (p. 137-152).
Electronic reproduction. Hong Kong : Chinese University of Hong Kong, [2012] System requirements: Adobe Acrobat Reader. Available via World Wide Web.
Electronic reproduction. Ann Arbor, MI : ProQuest dissertations and theses, [200-] System requirements: Adobe Acrobat Reader. Available via World Wide Web.
Electronic reproduction. Ann Arbor, MI : ProQuest Information and Learning Company, [200-] System requirements: Adobe Acrobat Reader. Available via World Wide Web.
Abstracts in English and Chinese.
School code: 1307.
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"Development of quality circles beyond manufacturing sectors in Hong Kong." Chinese University of Hong Kong, 1991. http://library.cuhk.edu.hk/record=b5886651.
Full textAbstract:
by Wong Kam-kwai.Thesis (M.B.A.)--Chinese University of Hong Kong, 1991.
Bibliography: leaves 88-91.
ABSTRACT --- p.ii
TABLE OF CONTENTS --- p.iii
LIST OF ILLUSTRATIONS --- p.v
LIST OF TABLES --- p.v
Chapter
Chapter I. --- INTRODUCTION --- p.1
Chapter II. --- QUALITY CIRCLES - PAST AND PRESENT --- p.4
Birth of QC Circles --- p.4
What is QC Circle ？ --- p.4
Development of QC Circle Activities Outside Japan --- p.5
QC Circle Terminology --- p.6
Why Quality Circles ？ --- p.6
Quality Circle and Total Quality Control --- p.7
Quality Circles in Hong Kong --- p.8
Who is Behind the Promotion ？ --- p.10
Hong Kong Productivity Council --- p.11
Hong Kong Quality Circles Association --- p.11
Who is in the Arena of Quality Circles ？ --- p.12
Chapter III. --- RESEARCH METHODS --- p.14
The Research Problem --- p.14
Limitation of the Research --- p.14
Research Design and Information Collection --- p.15
Difficulties in Information Collection --- p.17
Method of Analysis --- p.18
Chapter IV. --- QUALITY CIRCLES IN MANUFACTURING INDUSTRIES --- p.20
Evolution of Quality Control --- p.20
Hong Kong Experience --- p.20
Bystanders --- p.22
Drop-outs --- p.22
Lesson from Runners in the Arena --- p.24
Chapter V. --- QUALITY CIRCLES IN SERVICE INDUSTRIES --- p.34
Quality of Service --- p.34
Hong Kong Experience --- p.35
Bystanders --- p.36
Drop-outs --- p.36
Lesson from Runners in the Arena --- p.37
Chapter VI. --- CONCLUSION --- p.43
What Make Quality Circles Work ? --- p.44
Labor Relation --- p.44
Participation --- p.44
A Well Planned and Structured Scheme --- p.45
Promotion of Quality Circles --- p.46
Key Notes For Implementing Quality Circle Programs in Hong Kong --- p.47
The Prospect of Quality Circle in the Future --- p.49
Chapter APPENDIX 1 --- BENEFITS GAINED BY IMPLEMENTING QUALITY CIRCLES --- p.52
Chapter APPENDIX 2 --- CASE STUDIES IN MANUFACTURING INDUSTRIES --- p.53
Chapter APPENDIX 3 --- CASE STUDIES IN SERVICE INDUSTRIES --- p.69
BIBLIOGRAPHY --- p.88
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Bester, Hendrik Johannes. "A case study of a quality management system for a professional services company." Thesis, 2012. http://hdl.handle.net/10210/4259.
Full text
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Van, Coller Riana. "Evaluating the service quality within the aftermarket components industry in South Africa." Thesis, 2012. http://hdl.handle.net/10210/7491.
Full textAbstract:
M.Comm.Previously the engine components industry relied on being in the game by competing on product availability, product quality and pricing. The cost of not having customer driven strategic plans created certain drawbacks. These include: the use of crisis management (companies being reactive rather than proactive), diverse directions being taken and redundancy, loss of competitive edge and openness to outside influences. Local component manufacturers have to reduce their dependence on OEM manufacturing alone. This means that they will have to move into the after market, locally and overseas, and export more to foreign OEMs and component producers. Those who do not make the transition will have to diversify or close their doors. The result is that South African engine component companies do not only have to adapt to the reality of pricing pressure of intense competition, but also have to adapt to the increased service expectations of customers on all levels. Service quality can be defined as the extent of discrepancy between customers' expectations and their perceptions (Zeithaml, et al, 1990: 19). The question arises whether engine component companies in the current climate are basing their competitive advantage on a customer-orientated culture with an inner driving force. Service quality is an abstract and elusive concept, because it is intangible, heterogeneous and inseparable from production and consumption. In the process of growing towards customer retention and moving away from the initial concept of just providing customer satisfaction through product availability, product quality, basic service and pricing, superior service quality must be obtained. The measurement of perceived service quality within the engine component industry has not received much attention up till now. This dissertation addresses the problem of measuring the current quality of service (in the engine component industry), and provides guidelines on closing existing gaps. The objectives of the study can be summarised as follows: To assess the service expectations of engine component suppliers' customers. To assess customer perceptions of the performance of the engine component suppliers. To assess which customer - orientated strategies are perceived to be employed by engine component suppliers. To assess how engine component suppliers can narrow or eliminate the customerprovider gaps that exist.
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Mostert, Konrad Egbert. "Assessing service quality in business-to-business relationships within the international telecommunications carrier market." Thesis, 2012. http://hdl.handle.net/10210/6205.
Full textAbstract:
M.Comm.The objectives of this study are : To determine customers' perception of service quality of international telecommunications carrier services delivered by Telkom in the business-tobusiness relationships with carriers in Europe; To establish whether differences in service quality exist among the selected business customers; To identify and examine customers' needs and expectations regarding the service delivery by Telkom; To assess how well Telkom is currently performing relative to specific customer needs and expectations; To determine some of Telkom's strengths and weaknesses
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"Total quality management: old, new or what, and implications for the Hong Kong service sector." Chinese University of Hong Kong, 1994. http://library.cuhk.edu.hk/record=b5888044.
Full textAbstract:
by Li Sau-fan, Elsie.Thesis (M.B.A.)--Chinese University of Hong Kong, 1994.
Includes bibliographical references (leaves 74-76).
ABSTRACT --- p.ii
TABLE OF CONTENTS --- p.iv
LIST OF TABLES --- p.vi
LIST OF FIGURES --- p.vii
ACKNOWLEDGEMENTS --- p.viii
Chapter
Chapter I. --- BACKGROUND AND STATEMENT OF THE PROBLEM --- p.1
Chapter II. --- LITERATURE REVIEW --- p.7
Definition of Quality --- p.7
"Selected Approaches to ""Quality""" --- p.8
W. Edwards Deming --- p.8
Philip B. Crosby --- p.12
Deming vs. Crosby: Conflict or Synthesis --- p.15
Chapter III. --- MODERN APPLICATION OF THE DELIVERY OF QUALITY MANAGEMENT IN SERVICE --- p.17
Applying Statistical Control Philosophies to Service Quality Assessment --- p.18
Background --- p.18
A Gap Orientation to Service Quality --- p.23
An Example --- p.26
Managerial Implications and Recommendations --- p.29
Selecting an Appropriate Approach to TQM Implementation --- p.30
The Organization Alignment Model --- p.32
Implementation --- p.41
Chapter IV. --- CASE STUDY --- p.43
One : Rank Xerox Hong Kong --- p.43
The Quality Planning Process --- p.44
Leadership Through Quality Programme --- p.44
Management Commitment --- p.45
A Strategic Focus on Internal and External Customers --- p.45
Problems Encountered and Remedies --- p.46
Conclusion --- p.47
Two : American Express --- p.48
The Magnitude of Quality Service in Amex --- p.48
Late 1970's: Quality Assurance Programme --- p.49
Current Approach: Teamwork Approach to American Express Quality Leadership (AEQL) --- p.50
Chapter V. --- IMPLICATIONS FOR FUTURE IMPLEMENTATION OF TQM --- p.54
Five Tenets of TQM --- p.54
A Strategic Approach to Quality --- p.56
Conclusion --- p.58
APPENDIX --- p.59
BIBLIOGRAPHY --- p.74
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Msosa, Steven Kayambazinthu. "Assessing customer service in the Malawian public postal service." Thesis, 2015. http://hdl.handle.net/10321/1364.
Full textAbstract:
Submitted in fulfilment of the requirements for the Degree of Master of Management Sciences: Marketing, Durban University of Technology, Durban, South Africa, 2015.Achieving customer satisfaction has been the goal of every organisation. In recent times, the postal business world over has experienced a sharp decline in the volume of mail due to more efficient alternative channels of communication. The dwindling volumes of mail have necessitated that public postal operators diversify into financial services as one way of generating more revenue. The Malawi Posts Corporation (MPC) is faced with challenges ranging from cash scarcity, increasing competition from banks and other financial services players like mobile phone companies. At the same time, the customer in the modern age is well informed and demanding high quality service. As such, the MPC needs to ensure that customers remain satisfied with the quality standards being delivered in its network. The importance of achieving service quality and satisfaction are enormous. High quality service and customer satisfaction are tools for competitiveness, productivity and profitability. The aim of this study is to analyse service quality in the Malawian public postal service. A modified SERVPERF questionnaire was used to assess customers’ perception of service quality, customer satisfaction and customer loyalty. The service quality dimensions of tangibles, reliability, empathy, assurance and responsiveness were used to evaluate customers’ perception of service quality. The 400 respondents were selected using convenience sampling and the eight Post Offices where this research was conducted were selected using purposive or judgemental sampling. Descriptive and inferential statistics were used to analyse data. Spearman rho was used to ascertain the relationship between variables. Man-Whitney and Kruskal-Wallis tests were used to compare differences between two independent variables. The findings of this study show that customers’ perception of service quality was generally good across all the five service quality dimensions and that all the dimensions of service quality have a positive relationship with customer satisfaction. In addition, the relationship between customer satisfaction and customer loyalty was found to be positive and significant. Recommendations are made in respect of improving the service quality dimensions because they have a direct impact on customer satisfaction which in turn affects customer loyalty.
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Kisten, Melissa. "An exploratory investigation into the perceptions of consumers based on the quality of customer service received with specific reference to Ola Milky Lane - Midlands Liberty Mall." Thesis, 2008. http://hdl.handle.net/10413/314.
Full textAbstract:
Due to the growth of our economy and our rising standards of living, customers of today have a larger variety of products to choose from than in the past. This causes an increase in competition which has raised customer expectations on the quality of goods and services they receive (Palmer, 2001 p26). Along with this, the modern customer has become sophisticated, educated, confident and well informed. Hence, they have raised their expectations of the service they intend on receiving. This has placed enormous pressure on service organization's to improve the way they do business with these customers. This "customer transformation" has placed an increasing emphasis on customer service as a means of gaining a competitive advantage. As a consequence of competition becoming global and more intense, many organizations have come to the realization that they cannot compete on price alone. Hence, the level of customer service has a direct impact on an organization's market share, as it determines not only whether consumers will become customers but also whether existing customers will become loyal ones. If service quality is to become the cornerstone of an organisation's marketing strategy, marketers should have the means to measure it. Although research in this field exists, the researcher proposed the need for further research specifically in the area of customer perceptions toward the quality of service they receive. The issues addressed in this study will be of importance to both service managers and future researchers as a customer's evaluation of service quality and, the resulting level of satisfaction is thought to determine the likelihood of a repurchase and ultimately the success of the business. This dissertation is based on the perceptions of customers of Ola Milky Lane and the level of quality customer service they receive. Looking at the business from the customer's viewpoint will help the researcher investigate how current customers feel about the organization as well as their attitude toward the business. The expectations of these customers together with their levels of satisfaction, which shape their perceptions of the customer service, serve as the foundation on which service quality will be evaluated. Moreover, the research study hopes to assist the participating organisation establish whether gaps in service delivery exist, the reasons for their presence and identify possible solutions which can be implemented to close or prevent those gaps from further widening. This will benefit the organization as it can be used as a tool to understand customer perceptions, which can equip them to gauge the effectiveness and efficiency of their relationship programmes. With this motivation in mind, the research study takes a strategic look at the importance of customer service as perceived by customers by means of determining whether the organisation is or is not meeting their expectations.Thesis (M.Comm.)-University of KwaZulu-Natal, Pietermaritzburg, 2008.
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Ntsandeni, Livhuhani Azwinndini. "The perception of the quality of electrical engineering technologists and technicians by the electrical engineering industry." 2010. http://encore.tut.ac.za/iii/cpro/DigitalItemViewPage.external?sp=1001966.
Full textAbstract:
MTech. in Business Administration (MBA)Universities of technology and institutions of technology produce electrical engineering technicians and technologists who expect to be employed in the electrical engineering industry. One of the reasons for a shortage of skills is the perception that the engineering industry has concerns regarding the quality of qualified students from universities of technology, because graduates struggle to meet the expectations of the industry. The industry expects them to possess basic skills, which can be utilised immediately. Technological advancement is ongoing and appears that the curricula of tertiary institutions are not keeping abreast of changes. This study aims to establish the perception of the engineering industry of the quality of electrical engineering graduates leaving universities of technology in order to evaluate their employability. Universities of technology should regard industry as their main client, supplying firms with the type of product they need.
30
Ganachaud, Luci. "An exploratory investigation of the relationship between the achievement of ISO 9000 quality standards and the level of customer service provided by manufacturing companies in the Durban area." Thesis, 2002. http://hdl.handle.net/10321/2887.
Full textAbstract:
Dissertation submitted in partial compliance with the requirements for the Master's Degree of Technology: Marketing, Technikon Natal, 2002.During the past 20 years, marketing in industrialized countries has evolved towards Relationship Marketing placing more attention on customer loyalty. To achieve this new objective, increased interest has been placed on delivering quality customer service. In parallel, the notion of quality has evolved toward total quality, now considering every aspect in the company. Following this evolution, new quality tools have been developed, such as the ISO 9000 standards.
M
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Odayar, Morganasundran Athimulam Nadasen. "What are the levels of customer satisfaction within the waste disposal industry." Thesis, 2003. http://hdl.handle.net/10413/3867.
Full textAbstract:
South Africa's re-integration into the global economy and the international political arena has brought about an active growth of business locally and internationally. Local companies are expanding into new markets and regions which require them to follow internationally acceptable and approved waste disposal policies in their production of goods and services. To achieve compliance, it is necessary that companies have the appropriate support and backup from waste disposal companies. Also, increasing pressure from environmental groups and government agencies makes it a prerequisite that a company's waste is properly disposed of in the most efficient, lawful and economical way. This research dissertation is aimed at identifying the key factors that impact on the levels of service in the waste industry and an attempt at evaluating the effects of the service levels to determine what actions are necessary to improve the levels of service in the waste industry. As a result, this research was carried out amongst producers of waste in certain areas of KwaZulu-Natal. Various techniques were evaluated in researching how to measure service quality. The most reliable measuring instrument to gauge service quality was found to be the SERVQUAL system. This measuring instrument was evaluated and then modified to suit the particular needs of the waste industry. The SERVQUAL system is a multi-item scale for measuring consumers perceptions of service quality. A sample of 75 companies was selected and senior management was interviewed. Based on the statistical analysis, the discrepancy between service expectations and service delivery in the waste industry is wide. Urgent attention needs to be focused on service delivery, especially reliability, assurance and responsiveness by waste disposal companies.Thesis (MBA)-University of Natal, Durban, 2003.
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Nguyen, Thang Quang 1977. "Quality innovation: driving forces and implications for production, trade, and consumption." Thesis, 2007. http://hdl.handle.net/2152/3389.
Full textAbstract:
The dissertation has three main chapters on product quality innovation. First, we compare innovation effort and social welfare between monopoly, duopoly, and the social planner in a dynamic model with quality dependent on a continuous know-how stock. The technology frontier--the largest reachable know-how socks--does not always positively depend on competitiveness, i.e. a duopoly may technologically surpass the social planner. However, social welfare is always positively tied to competitiveness. Second, with a general equilibrium model, we derive a relative price function expressing productivity and quality effects, and develop a method for inferring relative quality changes. An application to services versus goods of the US from 1946-2006 provides evidence on aggregate quality changes and suggests us to incorporate quality variations when explaining relative prices. Third, we build a two-product model where productivity changes lead to reallocations of labor between quantity production and quality innovation. The correlation between relative productivity and relative quality is negative for low-range substitutability and positive for medium-range substitutability between two products. Looking at services versus goods of the US, the correlation is negative and productivity-driven quality can play a significant role in general quality development.
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Parry, Gareth Ross. "A slotted-CDMA based wireless-ATM link layer : guaranteeing QoS over a wireless link." Thesis, 2000. http://hdl.handle.net/10413/5914.
Full textAbstract:
Future wireless networks will have to handle varying combinations of multimedia traffic that present the network with numerous quality of service (QoS) requirements. The continuously growing demand for mobile phones has resulted in radio spectrum becoming a precious resource that cannot be wasted. The current second-generation mobile networks are designed for voice communication and, even with the enhancements being implemented to accommodate data, they cannot efficiently handle the multimedia traffic demands that will be introduced in the near future. This thesis begins with a survey of existing wireless ATM (WATM) protocols, followed by an
examination of some medium access control (MAC) protocols, supporting multimedia traffic, and based on code division multiple access (CDMA) physical layers. A WATM link layer protocol based on a CDMA physical layer, and incorporating techniques from some of the surveyed protocols, is then proposed. The MAC protocol supports a wide range of service requirements by utilising a flexible scheduling algorithm that takes advantage of the graceful degradation of CDMA with increasing user interference to schedule cells for transmission according to their maximum bit error rate (BER) requirements. The data link control (DLC) accommodates the various traffic types by allowing virtual channels (VCs) to make use of forward error correction (FEc) or retransmission techniques. The proposed link layer protocol has been implemented on a Blue Wave Systems DSP board that forms part of Alcatel Altech Telecoms' software radio platform. The details and practicality of the implementation are presented. A simulation model for the protocol has been developed using MIL3 's Opnet Modeler. Hence, both simulated and measured
performance results are presented before the thesis concludes with suggestions for improvements and future work.Thesis (M.Sc.)-University of Natal, Durban, 2000.