Analysing service quality using customer expectations and perceptions in the South African telecommunication industry

2017 ◽  
Author(s):  
Mfanasibili Ngwenya
Keyword(s):  
Service Quality ◽  
South African ◽  
Telecommunication Industry ◽  
The South ◽  
Customer Expectations

scholarly journals Assessing service quality in the mobile telecommunications market

2013 ◽  
Vol 11 (1) ◽  
pp. 510-517
Author(s):  
Jeevarathnam Parthasarathy Govender
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
South African ◽  
Mobile Telecommunications ◽  
The South ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Significant Difference ◽  
Males And Females ◽  
Telecommunications Market

The South African telecommunications market is vibrant and growing, dominated by two players. It is recognised that service quality plays an important role in establishing a competitive advantage. The aim of this paper is to assess ratings of service quality among mobile telecommunications customers. To this end, a survey was conducted among 400 customers using the SERVQUAL questionnaire to measure customers’ expectations and perceptions based on the five dimensions of service quality. The findings indicate that there are gaps between customer expectations and perceptions of service quality. The tangibles dimension exhibited the smallest gap for both companies and the assurance and empathy dimensions revealed the largest gap scores. There were no significant differences in overall expectations between the two companies, but there were significant differences between the companies on overall perceptions of service quality. There was no significant difference in the overall expectations and perceptions between males and females.

scholarly journals Seaport service quality and customers’ expectation: an exploratory study of seaport terminals in South East Vietnam

2021 ◽  
pp. 37-46
Author(s):  
Nam Tran Dinh ◽  
Keyword(s):  
Quality Of Service ◽  
International Trade ◽  
Comparative Analysis ◽  
Service Quality ◽  
Exploratory Study ◽  
The South ◽  
Customer Expectations

Seaport terminals are important intermediaries in international trade. One issue that is critical to the performance and survival of port terminals is the quality of the services provided. However, to improve the quality of the service of these terminals, it is important to know the expectations of the customers and the perceptions about the quality of the service. Regardless, very little is known about customer expectations and perceptions of the quality of service at Vietnam seaport terminals. Therefore, this document offers a comparative analysis of the quality of service of the South East Vietnam seaport terminals using the Gap Score Technique of the Service Quality (QoS) Model (SERVQUAL). It is found that, in general, all examined selected terminals have a low quality of service. With the average gap score per QoS dimension for all selected terminals, transparency has the best QoS (lowest gap score), while responsiveness has the lowest QoS (highest gap score). The implication is that import terminals strive to improve the quality of service. More attention should be paid to improving responsiveness by providing fast services, assisting customers, and letting them know exactly when services are being performed.

scholarly journals Measurement And Consequences Of U.S. Tourists Perceptions Of Service Quality: A South African Hunting Safari Case Study

2011 ◽  
Vol 10 (5) ◽  
pp. 33
Author(s):  
Xiliang Han ◽  
Laetitia Radder
Keyword(s):  
Service Quality ◽  
South African ◽  
Service Providers ◽  
Service Failure ◽  
The South ◽  
Perceived Service Quality ◽  
Quality Principles ◽  
Important Quality ◽  
Service Offering

This research verifies the usefulness of the service quality principles and the Basic Service Package elements of the Augmented Service Offering model in measuring perceived service quality of a complex wildlife tourist activity. In addition, it determines the existence of a quality-satisfaction and quality-intention link. The South African hunting safari serves as an illustrating example. As U.S. hunters constitute the largest cluster of non-domestic customers in the South African safari hunting industry, their perceptions of service quality and the resulting satisfaction and behavioral intentions can significantly impact the sustainable competitiveness and profitability of safari service providers. The results negate the applicability of the SERVQUAL model, but confirm the usefulness of the Augmented Service Offering model in measuring the service quality of the safari hunt and in identifying areas of service failure and adequate service performance. The regression analysis confirmed the existence of important quality-satisfaction and quality-intention links.

scholarly journals An application of the American customer satisfaction index (ACSI) in the South African motor vehicle industry

2006 ◽  
Vol 37 (4) ◽  
pp. 29-38 ◽  
Author(s):  
N. S. Terblanche
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Motor Vehicle ◽  
Focal Point ◽  
The South ◽  
Academic Journal ◽  
Customer Expectations ◽  
Satisfaction Index ◽  
Motor Vehicle Industry ◽  
The Relationship

Longer relationships with customers, with an anticipated concomitant increase in profitability flowing from such relationships, have become the focus of many businesses. Over time numerous measures to gauge and predict loyalty and commitment have been developed with the purpose to assist management in this respect. However, one of management’s major challenges is to employ a model that is appropriate to explain and predict customer retention for a particular company or brand. This study investigates the reliability of the ACSI for South Africa and reports on the empirical findings in respect of the relationships between various dimensions in the ACSI model as applied in the South African motor vehicle industry. Apart from a paper in press, no research or application of the ACSI has been published in any South African academic journal (Terblanche, 2006). The motor vehicle industry as a whole as well as two individual motor vehicle brands is the focal point of this study. The strengths of various relationships such as, for instance, the relationship between customer satisfaction and customer loyalty and the relationship between customer expectations and perceived value were studied. The interpretations of the findings between the various dimensions, which are useful from both a theoretical and a managerial perspective, are offered.

scholarly journals The influence of social media service quality on client loyalty in the South African banking industry

2019 ◽  
Vol 19 (1) ◽  
Author(s):  
Bramwell K. Gavaza ◽  
Kim L. Viljoen ◽  
Liezel Cilliers
Keyword(s):  
South Africa ◽  
Social Media ◽  
Service Quality ◽  
South African ◽  
The Body ◽  
The South ◽  
The Social ◽  
Social Media Service ◽  
The Impact

Orientation: The impact and growth rates of Facebook and other forms of social media have made it imperative for all businesses to ensure they have social media strategies in place.Research purpose: The purpose of this study was to measure the influence of social media service quality on client loyalty in the South African banking industry.Motivation for the study: There are limited studies conducted in developing countries such as South Africa that focused specifically on the social media service quality and client loyalty in the banking industry.Research design, approach and method: The study used a quantitative approach and a descriptive research design to test the proposed hypotheses. An online survey on Facebook was used to collect the data from a sample of 377 respondents who had interacted with the five major banks in South Africa on the said platform. A snowball sampling technique was used to identify the appropriate respondents. The data was analysed with Structural Equation Modelling (SEM) to assess the model fit.Main findings: Findings of the research study proved that the social media system’s availability, fulfilment and privacy have a significant influence on the overall service quality of social media, which leads to client loyalty in the South African banking industry.Practical/managerial implications: The study recommended that managers and marketers should constantly evaluate, monitor and improve the overall service quality of social media offered to their clients, as it leads to a corresponding increase in client loyalty in the South African banking industry.Contribution/value-add: The study provided empirical evidence, which contributed to the body of business and marketing knowledge in a South African banking context.

scholarly journals E-service quality: An investigation of its key dimensions and the discriminatory power in the residential property sector

2011 ◽  
Vol 11 (1) ◽  
Author(s):  
Justin Beneke ◽  
Alexander Acton ◽  
Dominic Richardson ◽  
Fiona White
Keyword(s):  
Real Estate ◽  
Service Quality ◽  
South African ◽  
Mobile Technologies ◽  
The Internet ◽  
Residential Property ◽  
The South ◽  
Mobile Interface ◽  
Real Estate Sector ◽  
Information Accessibility

Research Statement: With an increase in competition within the South African property sector, real estate agencies need to ensure that their channels are as effective as possible. Using the Internet and mobile technologies represents a new means to reach customers and achieve lower operating costs. This study seeks to ascertain which factors potential buyers consider important when perusing residential property in an online environment. Hence, the dimensions of e-service quality, which constitute their online experience, will be explored. In addition, this research explores buyer typologies and probes whether other forms of technology, such as a mobile interface, may be of commercial value to the realtor. Methodology: The empirical analysis was conducted by means of a quantitative survey. A questionnaire was designed to test the application of the e-service quality construct in the South African real-estate sector. Data was obtained from 300 respondents, across the age spectrum, who filled the criteria of being prospective buyers. Convenience sampling was primarily used to collect responses as the researchers were unable to obtain access to a specific database of listed property buyers. Results & Conclusion: As mirrored in other studies of this nature, it was found that trust is paramount when initiating property sales online. All other variables in the construct (site features, information, accessibility, communication, reliability, responsiveness and personalisation) also proved significant. A cluster analysis revealed that older respondents preferred a higher level of support - across all attributes of e-service quality - when interacting with online property services. Lastly, the mobile interface appears to appeal to 'students' as well as 'mature workers'. It is surmised that these individuals have access to smart phones capable of being used for accessing property portals. However, the 'young workers' appear less enthusiastic about the mobile interface, seemingly preferring to either access such portals via the Internet or visiting agents personally.

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