Browsing by Subject "Service quality"
Now showing items 1-10 of 28
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Affective commitment, trust, perceived value and service quality as predictors of customer engagement in the South African open medical aid industry
(Department of Marketing and Retail Management (UNISA), 2022)The South African open medical aid industry is undergoing various challenges and is experiencing increased pressure to improve its service offerings. This is because customers of open medical aid providers are becoming ... -
Community expectations and perceptions of municipal service delivery : a case study in the Emfuleni local area
(North-West University, 2012)The lack of service delivery by South African municipalities has received much attention in recent years. In South Africa, service quality within local government is perceived as being generally poor. According to the South ... -
Consumer perceptions of supermarket service quality : scale development, measurement and validation
(North-West University, 2003)During the last decade much research has been done on consumer perceptions in the so-called pure services with scant attention being devoted to the analysis of retail services associated with the marketing of goods. However, ... -
Creating customer value in an educational environment
(North-West University, 2009)This study researches the topic creating customer value in an educational environment. Two objectives are set, namely to measure the student service levels of the selected secondary schools, and then to determine if any ... -
Customer service expectations from South African alcoholic beverage suppliers in urban and rural areas
(International Foundation for Research and Development (IFRD), 2017)South African alcoholic beverage suppliers (SAABS) have to focus their efforts on quality customer service as a means of differentiation. Quality of service is a competitive advantage and serves as a marketing tool for ... -
Customer service of convenience stores
(North-West University, 2008)This study researches the topic customer service of convenience sores. Two objectives are set, namely to measure the customer service levels of convenience stores, and then to determine if any differences exist between ... -
Customers' perception of service quality and its impact on reputation in the hospitality industry
(AJHTL, 2017)Customer satisfaction and the management of their expectations are a strategic component to the sustainability of any organisation. It is argued that these two strategic components are the most important features that ... -
Determinants of bank-switching behaviour within a South African context
(North-West University (South Africa), 2020)The easing of regulations in the global banking industry has allowed entry to new financial institutions. This has led to an increase in competition since banks provide nearly identical products or services. Thus, granting ... -
Determining predictors of customer loyalty in the South African retail banking industry
(North-West University (South Africa) , Potchefstroom Campus, 2017)The South African retail banking industry is a highly competitive industry which has experienced an increase in customer attrition. A large number of customers showing intentions to leave their banks have been observed. ... -
Determining the role of corporate reputation in customer loyalty within the South African banking sector
(North-West University (South Africa), 2023)The study investigates the correlations between the customer’s loyalty, trust and satisfaction regarding the organisation’s reputation within the banking sector in South Africa. High service levels are expected in this ...