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Dissertations / Theses on the topic 'SERVQUAL Framework'

Author: Grafiati

Published: 5 June 2025

Last updated: 2 August 2025

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1

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.<br>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 de

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2

Mtshiselwa, Mkhululi Terrence. "A customer service strategy for Ngqura Container Terminal." Thesis, Nelson Mandela Metropolitan University, 2014. http://hdl.handle.net/10948/8955.

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The container terminals play an increasingly important role in the economy of many countries. In today’s global competitive environment delivering quality service is considered as an essential strategy for success and survival. In the very competitive container terminals, service quality is important in attracting and retaining customers. The shipping companies are interested in speed and reliability from the terminals. The time a ship stays in a port must be minimised, and, therefore, the handling of containers must be executed in a fast and reliable way. The importance of customer service as

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Laubscher, Ryno. "The drivers of customer satisfaction at National Dairy Equipment (NDE)." Thesis, Nelson Mandela Metropolitan University, 2016. http://hdl.handle.net/10948/13085.

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National Dairy Equipment (Pty) Ltd (NDE) is a privately owned stockist and distributor of stainless steel products and is a respected player in the South African stainless steel industry. NDE operates from within all four major cities in South Africa namely, Johannesburg, Cape Town, Port Elizabeth, and Durban. The organisation, with its wide range of corrosion resistant products, serves industries such as the architecture and construction, automotive, catering, and food and beverage industry. With the stainless steel industry growing in terms of the number of competitors, NDE performs a number

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4

Lekhelebana, Vuyokazi Anneline. "Improving service quality at automotive dealerships." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1017204.

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The highly competitive landscape of the automotive industry places increasing pressure on automotive dealerships to continually improve the quality of services rendered to customers. Understanding customer expectations and customer perceptions is key to making improvements in areas that matter most to the customer. It is against this background that this study was conducted. The aim of this research was to measure service quality at automotive dealerships. The literature review focused on the gaps model which resulted in the SERVQUAL measuring tool. The SERVQUAL instrument is supported by lite

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5

Rossides, Yiannos. "Development and application of an analytical framework for the measurement of customer service quality in the banking industry of Cyprus." Thesis, University of Stirling, 2011. http://hdl.handle.net/1893/3455.

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The main objectives of this study are to demonstrate the significance of customer service quality in the banking sector of Cyprus in order to enable managers in banking organisations to identify the determinants of customer perceptions of service quality and ultimately to provide a method to measure the levels of service quality offered. Therefore, the objectives of this thesis are: • To evaluate the SERVQUAL model and assess whether it can be applied in the context of the Cypriot banking industry, and consequently establish a reliable and valid service quality measurement instrument for Cypri

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6

Elie, Sammy Abraham. "Students' perceptions of service quality levels of students housing at the large metropolitan university." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1020297.

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The increasing attention to the provision of accessible, decent, safe and academically appropriate student housing in South Africa has led to a closer investigation of the nature and levels of quality in both on-campus and off-campus student accommodation. Nationwide, student housing management recognises that quality student housing is of great importance to both the quality of the higher education system and the success of students. In recent years, many studies in the field of service quality have been conducted within higher education. However, fewer studies have focused specifically on se

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7

Mhlanga, Osward. "EXPECTATIONS AND EXPERIENCES OF FORMAL FULL-SERVICE RESTAURANT DINERS IN PORT ELIZABETH." Thesis, Bloemfontein: Central University of Technology, Free State, 2014. http://hdl.handle.net/11462/230.

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Thesis (M. Tech. (Tourism and Hospitality management)) -- Central University, Free State, 2014<br>The formal full-service restaurant industry in South Africa is undergoing a period of anaemic growth due to the after effects of the 2009 global economic recession. Since the recession, industry growth has been subdued as diners seek more for their money when spending at restaurants. Consequently, industry revenue declined 1.8% in 2013 as diners tightened their purse strings. It is for this reason that it was decided to investigate diners’ expectations and experiences in selected formal full-servi

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8

Le, Phung Tan. "Evaluation of public hospital performance in Khanh Hoa Province : Vietnam in connection with patient and staff satisfaction surveys." Thesis, Queensland University of Technology, 2014. https://eprints.qut.edu.au/72968/1/Phung_Le_Thesis.pdf.

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This research aimed to develop a framework for performance evaluation of public hospitals in Vietnam that is culturally, socially, and politically appropriate. The research included both qualitative and quantitative methods and identified and validated novel instruments to measure patient satisfaction and job satisfaction of hospital staff and to determine a set of hospital indicators that reflect the quality of hospital performance. New models for understanding the determinants of patient and staff satisfaction were developed along with a new performance indicator framework for hospital perfo

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9

Caza, Akhona Nobusi. "An evaluation of the quality of customer service provided to large power users by Eskom in the Eastern Cape." Thesis, Rhodes University, 2014. http://hdl.handle.net/10962/d1020610.

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The aim of this research is to evaluate the level of service quality provided by Eskom to its Large Power User (LPU) customer segment in the Eastern Cape. The research uses the SERVQUAL model in order to assess the customers’ expectations and perceptions of the service provided by Eskom. This evaluation report comprises three sections. Section one consists of (a) a review of service quality literature that exists and is applied to Eskom where relevant, (b) a summary of the method used to conduct the research, (c) the research findings, and (d) a discussion of the research findings and recommen

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10

CAYARD, Dimitri Senat, and 蓋亞德. "A service quality evaluation framework based on Kano model, SERVQUAL, and IPA. An empirical study." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/96592907840014824493.

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碩士<br>國立清華大學<br>工業工程與工程管理學系<br>104<br>服務品質與顧客滿意度有著密不可分的關係，企業必須重視此概念，才能保有競爭力並持續地成長。服務品質的提升除了能夠帶來更高的顧客滿意度，亦能增加收益、降低成本以及保有更高的顧客忠誠度。因此，如何有效地衡量顧客所認知的服務品質及滿意度來更加了解顧客需求，藉由改善的機會，進而達到顧客滿意的目的，已成為企業極為重要的課題。本研究的目的是要建立一個評估架構來衡量服務品質及顧客滿意度，並找出某些方面可能改善的機會。本架構構利用Kano二維品質模型問卷並以SERVQUAL量表為問卷基礎來進行屬性分類，透過缺口分析(Gap analysis)處理顧客對服務品質的回饋，以及應用IPA-Kano架構分類屬性並找出適合改善之處。本研究利用所建構的方法，針對一家台灣的五星級餐廳來驗證模型的有效性。本研究的結果可做為管理層面考量的參考依據，亦能為目前使用SERVQUAL量表為服務品質評估方法的服務產業帶來助益，並可做為未來研究參考依據。

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11

Cherednichenko, Olga, and Olga Yangolenko. "Towards higher education quality assessment framework for students satisfaction evaluation." Thesis, 2012. http://repository.kpi.kharkov.ua/handle/KhPI-Press/46665.

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This paper presents the framework of higher education quality assessment. The estimates of education quality can be used by the chiefs of higher education establishments (HEE) to take management decisions. The suggested approach is based on SERVQUAL method, supposing that education quality is the quality of provided service. Within the elaborated framework students fill in the questionnaire, their answers reflect the gap between perceived and expected education quality. The survey results are processed with the help of Rasch model. This approach was tested at the Information and management fac

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12

Govender, Inba Kanabathy. "Service quality of a canteen at an automotive plant in Rosslyn." 2013. http://encore.tut.ac.za/iii/cpro/DigitalItemViewPage.external?sp=1001219.

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M. Tech. Business Administration<br>An efficient canteen that serves the needs of its employees leads to employee satisfaction and adds value to the organisation. Canteens in the service industry constantly need to re-align their service delivery and image to their client base in order to remain viable. Theoretical models have been widely used in the business environment to gauge customer satisfaction. Companies are constantly measuring service quality in an effort to improve turnover and increase their client base. The need to understand customer expectations on service quality was the key mo

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13

Devnarrian, Pravesh. "Service quality at Varsity Colleges in Durban North and Westville : students' perceptions." Thesis, 2011. http://hdl.handle.net/10321/684.

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Dissertation submitted in fulfilment of the requirement for the Masters Degree in Technology: Marketing, Durban University of Technology, 2011.<br>Customer satisfaction, customer value and service quality have become the primary focus of service organisations in today’s customer era. The higher education industry is no different. As higher education institutions strive for competitive advantage, customer service and service quality are becoming driving forces. Today, service quality is recognized as one of the most important factors in developing and maintaining successful relationships

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14

Abboodi, Mohammed. "A Framework for Measuring and Analyzing Customer Satisfaction at Computer Service Company using Lean Six Sigma." Master's thesis, 2014. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/6045.

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The computer service industry has been expanding dramatically due to the increase in the number of computing machineries in the last two decades. The entrance of large size companies in the market and the release of online tools that have the ability for diagnosing and troubleshooting hardware and software issues have boosted the competition. In the meantime, many of the small and medium size companies find themselves unable to keep their customers satisfied since their competitors provide high quality service with lower cost. The lack of a good measurement system to assess and analyze the s

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15

Zheng, Jin. "Towards a quality model for a university of technology research centre in South Africa." Thesis, 2012. http://hdl.handle.net/10321/787.

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Submitted in fulfillment of the requirements for the Doctor of Technology Degree: Operations and Quality Management, Durban University of Technology, 2012.<br>Over the last decade the institutional framework within which most universities in South Africa operate has undergone major transformation forcing the higher education sector to become more competitive in its approach to attracting and retaining quality students. Against this background, service quality has been put forward as a critical determinant of competitiveness. The purpose of this study therefore was to identify best practice

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16

Nhari, Sibongile Ruth. "Investigating internal service quality at Durban University of Technology Writing Centres." Thesis, 2017. http://hdl.handle.net/10321/2607.

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Submitted in fulfillment of the requirements for the degree Master in Philosophy Public Management, Durban, University of Technology, Durban, South Africa, 2017.<br>This research investigated internal service quality perceptions held by DUT Writing Centre tutors. This research is important because literature is indicative of the fact that internal service quality is a precursor to external service quality. The study employs a mixed method approach. An adapted SERVQUAL Battery termed by Frost and Kumar (2000) as INTSERVQUAL was used to gather the quantitative data. The qualitative data was from

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17

Nsamba, Asteria Nkomane. "Exploring the quality of students' support services in distance learning environments." Thesis, 2016. http://hdl.handle.net/10500/21694.

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Delivering education through open and distance learning (ODL) mode imposes upon ODL institutions a responsibility to provide support services deemed adequate to address students’ expectations and learning needs. Student support services are a vital part of academic success in distance learning environments because of the nature of distance education. Therefore, it is critical to provide student support services whose quality levels are acceptable to those who use them. Quality and its measurements are a contentious issue in higher education and distance education. Efforts to help service quali

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