Exploring healthcare service quality in the eastern cape: a case of Buffalo City Metropolitan Municipality
- Authors: Tatanqu, Camagu
- Date: 2024-04
- Subjects: Medical care , Customer services -- Management , Customer services -- Quality control
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/65456 , vital:74154
- Description: Eminent access to healthcare services has excessive social benefits to the poor, which in return result to many spill-over economic development of a country. A healthy society is a fundamental component of strategies of contesting poverty. Hence, improved ease of access to quality healthcare succeeds the reduction in poverty through a development of more productive human capital. It is in this context that the South African Democratic Government has ensured that amongst the orders of the day, quality healthcare is position as one of the highest priorities that require special focus. This study aims to identify and provide an understanding and appreciation of possible means, presented by the emerging 4IR Technologies, endeavoured to improve the quality of healthcare service in public healthcare institutions within South Africa. It is a reality that the future of medical care is most likely to change due to these emerging 4IR Technologies that are constantly transforming our daily lives. As a result, there is an evolution that is already going in the medical space, aimed at working with healthcare practitioners to find alternative solutions to deliver quality healthcare services. Amid these advancements, Information and Communication Technology’s solutions have taken a centre stage, providing means to increase access to quality healthcare, decrease costs, eliminate medical errors, and bridge the digital divide between rural and urban healthcare centres. Hence, the primary objective of this research is to identify new ways that will be fundamental in providing prominence future healthcare services. Qualitative Research Methodology, which applies a case study approach, was identified as the preferred methodology to be utilised to respond to the research objectives of this study. This research will therefore be of value to various stakeholders, more specifically to Government and Policy Makers, who are tasked to transform the country’s healthcare services. It will identify selected areas to be improved, and then recommend solutions and action plans to be implemented, in pursuit of enhancing quality of service provided in public healthcare centres. , Thesis (MBA) -- Faculty of Business and Economic Sciences, Business School, 2024
- Full Text:
- Date Issued: 2024-04
- Authors: Tatanqu, Camagu
- Date: 2024-04
- Subjects: Medical care , Customer services -- Management , Customer services -- Quality control
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/65456 , vital:74154
- Description: Eminent access to healthcare services has excessive social benefits to the poor, which in return result to many spill-over economic development of a country. A healthy society is a fundamental component of strategies of contesting poverty. Hence, improved ease of access to quality healthcare succeeds the reduction in poverty through a development of more productive human capital. It is in this context that the South African Democratic Government has ensured that amongst the orders of the day, quality healthcare is position as one of the highest priorities that require special focus. This study aims to identify and provide an understanding and appreciation of possible means, presented by the emerging 4IR Technologies, endeavoured to improve the quality of healthcare service in public healthcare institutions within South Africa. It is a reality that the future of medical care is most likely to change due to these emerging 4IR Technologies that are constantly transforming our daily lives. As a result, there is an evolution that is already going in the medical space, aimed at working with healthcare practitioners to find alternative solutions to deliver quality healthcare services. Amid these advancements, Information and Communication Technology’s solutions have taken a centre stage, providing means to increase access to quality healthcare, decrease costs, eliminate medical errors, and bridge the digital divide between rural and urban healthcare centres. Hence, the primary objective of this research is to identify new ways that will be fundamental in providing prominence future healthcare services. Qualitative Research Methodology, which applies a case study approach, was identified as the preferred methodology to be utilised to respond to the research objectives of this study. This research will therefore be of value to various stakeholders, more specifically to Government and Policy Makers, who are tasked to transform the country’s healthcare services. It will identify selected areas to be improved, and then recommend solutions and action plans to be implemented, in pursuit of enhancing quality of service provided in public healthcare centres. , Thesis (MBA) -- Faculty of Business and Economic Sciences, Business School, 2024
- Full Text:
- Date Issued: 2024-04
Customer experience in the grocery retail sector in South Africa
- Authors: Leander, Donovan
- Date: 2021-04
- Subjects: Customer services -- Management , Consumer satisfaction , Grocery trade-Case studies
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/51743 , vital:43368
- Description: Customer Experience (CX) is the measurement of interaction between a customer and an organisation over a long time. Customer Experience is a strategic marketing effort that aims to improve the customer journey and touchpoints with the organisations’ product and services. It involves the complete customer journey – starting with the search process, purchase and after-sale processes of the experience. Google Trends identified that online users from all over the world search the key words “Customer Experience” more, often than not. This study considered a reliable measure for Customer Experience. This study endeavours to explore Customer Experience in the grocery retail sector in South Africa to put customer needs at the centre of their business. Extensive research on Customer Experience exist, however Customer Experience in the grocery retail sector in South Africa has not been measured using Professor Phillip Klaus’s new scale in CX. A broad literature review was conducted and Factors influencing Customer Experience in the grocery retail sector were identified and explored. The academic literature selected for the study is founded in the academic theories of Experienced Utility and Service-Dominant (S-D) Logic. The literature formed the foundation for the conceptual model that included the proposed Brand Experience (BE), Service Experience (SE) and Post-purchase / Consumption Experience (PE) independent factors. This treatise formed part of a bigger study of Customer Experience undertaken, using a questionnaire distributed via email, which 858 respondents completed. The study was quantitative. Data analysis included the use of descriptive and inferential statistics, Exploratory Factor Analysis, Reliability and Validity of Measurement, One-Sample T-Tests and the measurement of relationship between the factors. There is a need for companies to explore and understand CX in order to differentiate themselves strategically and to improve the bottom line. This study contributes to the body of knowledge by using academic literature and theories to explore Customer Experience in the grocery retail sector in South Africa. BE involves the customers’ perception of the brand and influence the customer’s experience. Customers look for clues to help inform their SE and expect companies to know their product and basic service promise. The findings of the study identified that BE and SE had a positive and significant influence on each other. Customers will show signs of commitment to an organisation during a positive PE. Similarly, the findings concluded that PE and CX had a statistical and practical significant positive correlation. PE was highlighted as a key determinant of CX. A positive CX will lead to a repeat purchases. Marketing managers need to take into account these factors when formulating CX strategies to influence the bottom line of the organisation. This study concludes with managerial recommendations that the grocery retail sector can implement to influence CX. Some of the recommendations include the appointment of a professional to manage all social media content; training and development opportunities for employees to enhance customer and shopping experience; and the use of customer data from loyalty programmes to promote personalised offers. In summary, a continuous review of CX with the emphasis on PE is recommended, to understand the changing needs of customers in the grocery retail sector. , Thesis (MBA) -- Faculty of Business and Economic Sciences, Business Administration, 2021
- Full Text:
- Date Issued: 2021-04
- Authors: Leander, Donovan
- Date: 2021-04
- Subjects: Customer services -- Management , Consumer satisfaction , Grocery trade-Case studies
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/51743 , vital:43368
- Description: Customer Experience (CX) is the measurement of interaction between a customer and an organisation over a long time. Customer Experience is a strategic marketing effort that aims to improve the customer journey and touchpoints with the organisations’ product and services. It involves the complete customer journey – starting with the search process, purchase and after-sale processes of the experience. Google Trends identified that online users from all over the world search the key words “Customer Experience” more, often than not. This study considered a reliable measure for Customer Experience. This study endeavours to explore Customer Experience in the grocery retail sector in South Africa to put customer needs at the centre of their business. Extensive research on Customer Experience exist, however Customer Experience in the grocery retail sector in South Africa has not been measured using Professor Phillip Klaus’s new scale in CX. A broad literature review was conducted and Factors influencing Customer Experience in the grocery retail sector were identified and explored. The academic literature selected for the study is founded in the academic theories of Experienced Utility and Service-Dominant (S-D) Logic. The literature formed the foundation for the conceptual model that included the proposed Brand Experience (BE), Service Experience (SE) and Post-purchase / Consumption Experience (PE) independent factors. This treatise formed part of a bigger study of Customer Experience undertaken, using a questionnaire distributed via email, which 858 respondents completed. The study was quantitative. Data analysis included the use of descriptive and inferential statistics, Exploratory Factor Analysis, Reliability and Validity of Measurement, One-Sample T-Tests and the measurement of relationship between the factors. There is a need for companies to explore and understand CX in order to differentiate themselves strategically and to improve the bottom line. This study contributes to the body of knowledge by using academic literature and theories to explore Customer Experience in the grocery retail sector in South Africa. BE involves the customers’ perception of the brand and influence the customer’s experience. Customers look for clues to help inform their SE and expect companies to know their product and basic service promise. The findings of the study identified that BE and SE had a positive and significant influence on each other. Customers will show signs of commitment to an organisation during a positive PE. Similarly, the findings concluded that PE and CX had a statistical and practical significant positive correlation. PE was highlighted as a key determinant of CX. A positive CX will lead to a repeat purchases. Marketing managers need to take into account these factors when formulating CX strategies to influence the bottom line of the organisation. This study concludes with managerial recommendations that the grocery retail sector can implement to influence CX. Some of the recommendations include the appointment of a professional to manage all social media content; training and development opportunities for employees to enhance customer and shopping experience; and the use of customer data from loyalty programmes to promote personalised offers. In summary, a continuous review of CX with the emphasis on PE is recommended, to understand the changing needs of customers in the grocery retail sector. , Thesis (MBA) -- Faculty of Business and Economic Sciences, Business Administration, 2021
- Full Text:
- Date Issued: 2021-04
The mediating role of mobile technology in the linkage between customer satisfaction and customer loyalty
- Authors: Chihombori, Rumbidzai Anna
- Date: 2012
- Subjects: Mobile commerce , Mobile communication systems , Customer services -- Management , Customer relations , Customer loyalty , Customer services -- Evaluation
- Language: English
- Type: Thesis , Masters , M Com (Business Management)
- Identifier: vital:11324 , http://hdl.handle.net/10353/d1013388 , Mobile commerce , Mobile communication systems , Customer services -- Management , Customer relations , Customer loyalty , Customer services -- Evaluation
- Description: The main objective of this study was to critically investigate the mediating role that the use of mobile technology plays in the linkage between customer satisfaction and customer loyalty in a semi-urban environment. The research problem focused on the application of mobile technology in the linkage between customer satisfaction and customer loyalty in the clothing industry in King Williams Town. In accomplishing this objective, this research study hypothesised that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty of customers of clothing retailers in South Africa. Multiple regression was conducted to test for the first hypothesis. The first secondary objective aimed at establishing if there is disconfirmation between customer expectations and the performance of clothing retail outlets in King Williams Town. In exploring this objective, it was hypothesised that there is negative disconfirmation between customer expectations and performance. A paired sample test was conducted to test for this hypothesis. In addition, the influence of service quality and customer satisfaction on customer loyalty was explored. To accomplish these, it was hypothesised that both service quality and customer satisfaction have an influence on customer loyalty. Pearson’s Correlation and the Chi-Square Test were applied to test the influence of service quality and Customer satisfaction on Customer loyalty. Data was analysed using the Statistical Package for Social Sciences (SPSS) statistical software. Regression analysis, chi-square tests, Paired sample tests and correlation reports were used to analyse data inferentially. Reliability and validity of the research was also tested using Cronchbach’s alpha test. The results show that mobile phones have become a basic necessity for customers and that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty; however, the mediation is partial. The results also show that there is positive disconfirmation between customer expectations and retailer performance; that both service quality and customer satisfaction have a positive correlation with customer loyalty and that mobile technology enhances customer loyalty. Finally, the results show that the total service experience of customers is favourable vii because the five components of service quality were rendered at a high level of service quality. The study offers several managerial recommendations. Firstly, retail managers should make strategic investments in mobile technology and use this technology to the full to reap the benefits of technologically advanced mobile communication. Secondly, managers should be creative in their use of this mobile technology to enhance customer satisfaction and, hence, customer loyalty. Thirdly, managers should prioritise the improvement of all five components of service quality in order to enhance customer loyalty. Finally, managers should provide a customer-centred service experience that exceeds customer expectations for service quality and mobile communication, one that maximises customer satisfaction and loyalty. The implementation of these recommendations could result in clothing retailers providing a customer-focused service experience in all five aspects of service quality. To successfully implement these recommendations, clothing retailers should: ensure that expectations created, could be accomplished or exceeded to build and enhance customer satisfaction; create expectations that are realistic to avoid negative disconfirmation and hence customer dissatisfaction; implement innovative and creative mobile communication strategies to build and enhance customer loyalty; and finally, improve loyalty programmes to enlarge the customer base.
- Full Text:
- Date Issued: 2012
- Authors: Chihombori, Rumbidzai Anna
- Date: 2012
- Subjects: Mobile commerce , Mobile communication systems , Customer services -- Management , Customer relations , Customer loyalty , Customer services -- Evaluation
- Language: English
- Type: Thesis , Masters , M Com (Business Management)
- Identifier: vital:11324 , http://hdl.handle.net/10353/d1013388 , Mobile commerce , Mobile communication systems , Customer services -- Management , Customer relations , Customer loyalty , Customer services -- Evaluation
- Description: The main objective of this study was to critically investigate the mediating role that the use of mobile technology plays in the linkage between customer satisfaction and customer loyalty in a semi-urban environment. The research problem focused on the application of mobile technology in the linkage between customer satisfaction and customer loyalty in the clothing industry in King Williams Town. In accomplishing this objective, this research study hypothesised that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty of customers of clothing retailers in South Africa. Multiple regression was conducted to test for the first hypothesis. The first secondary objective aimed at establishing if there is disconfirmation between customer expectations and the performance of clothing retail outlets in King Williams Town. In exploring this objective, it was hypothesised that there is negative disconfirmation between customer expectations and performance. A paired sample test was conducted to test for this hypothesis. In addition, the influence of service quality and customer satisfaction on customer loyalty was explored. To accomplish these, it was hypothesised that both service quality and customer satisfaction have an influence on customer loyalty. Pearson’s Correlation and the Chi-Square Test were applied to test the influence of service quality and Customer satisfaction on Customer loyalty. Data was analysed using the Statistical Package for Social Sciences (SPSS) statistical software. Regression analysis, chi-square tests, Paired sample tests and correlation reports were used to analyse data inferentially. Reliability and validity of the research was also tested using Cronchbach’s alpha test. The results show that mobile phones have become a basic necessity for customers and that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty; however, the mediation is partial. The results also show that there is positive disconfirmation between customer expectations and retailer performance; that both service quality and customer satisfaction have a positive correlation with customer loyalty and that mobile technology enhances customer loyalty. Finally, the results show that the total service experience of customers is favourable vii because the five components of service quality were rendered at a high level of service quality. The study offers several managerial recommendations. Firstly, retail managers should make strategic investments in mobile technology and use this technology to the full to reap the benefits of technologically advanced mobile communication. Secondly, managers should be creative in their use of this mobile technology to enhance customer satisfaction and, hence, customer loyalty. Thirdly, managers should prioritise the improvement of all five components of service quality in order to enhance customer loyalty. Finally, managers should provide a customer-centred service experience that exceeds customer expectations for service quality and mobile communication, one that maximises customer satisfaction and loyalty. The implementation of these recommendations could result in clothing retailers providing a customer-focused service experience in all five aspects of service quality. To successfully implement these recommendations, clothing retailers should: ensure that expectations created, could be accomplished or exceeded to build and enhance customer satisfaction; create expectations that are realistic to avoid negative disconfirmation and hence customer dissatisfaction; implement innovative and creative mobile communication strategies to build and enhance customer loyalty; and finally, improve loyalty programmes to enlarge the customer base.
- Full Text:
- Date Issued: 2012
Improving customer service through effective supply chain management in a pharmaceutical company
- Authors: Rothner, Donne
- Date: 2010
- Subjects: Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8625 , http://hdl.handle.net/10948/1490 , Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Description: All organisations compete on the basis of service. In today‘s highly competitive world, organisations need to compete to retain their customers and to offer good customer service that will give them a competitive advantage. In the South African pharmaceutical market, the introduction of the Single Exit Price (SEP) and generic substitution have led to the price of equivalent medicines no longer being the differentiating factor in a customer deciding which manufacturer‘s product to purchase. The availability of generic medicines at the pharmacy or hospital has become the differentiating factor. Two types of customers exist in any organisation, namely, external customers and internal customers. Much has been written about the external customer, but less about the internal customer. Many managers do not perceive internal customer service as a priority. Any organisation attempting to deliver quality service to their external customers must begin by serving the needs of their internal customers. Internal service quality is characterised by the attitudes that people have towards one another and in the way that employees serve one another inside the organisation. By improving customer service, the organisation can improve its profitability, sustainability and customer retention. The aim of this study was to determine whether the levels of internal customer service between the three sections of Aspen Pharmacare are optimal. Determining the current performance levels between the staff of the sections will assist in highlighting the areas that require attention. The three sections of Aspen Pharmacare that are internal customers of one another and have been used in the study are: - production; - demand planning; and - distribution. The results of the study show that all three sections rate three service quality dimensions (communication, tangibles and reliability) as important. The results were used to develop an internal customer service model for Aspen Pharmacare.
- Full Text:
- Date Issued: 2010
- Authors: Rothner, Donne
- Date: 2010
- Subjects: Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8625 , http://hdl.handle.net/10948/1490 , Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Description: All organisations compete on the basis of service. In today‘s highly competitive world, organisations need to compete to retain their customers and to offer good customer service that will give them a competitive advantage. In the South African pharmaceutical market, the introduction of the Single Exit Price (SEP) and generic substitution have led to the price of equivalent medicines no longer being the differentiating factor in a customer deciding which manufacturer‘s product to purchase. The availability of generic medicines at the pharmacy or hospital has become the differentiating factor. Two types of customers exist in any organisation, namely, external customers and internal customers. Much has been written about the external customer, but less about the internal customer. Many managers do not perceive internal customer service as a priority. Any organisation attempting to deliver quality service to their external customers must begin by serving the needs of their internal customers. Internal service quality is characterised by the attitudes that people have towards one another and in the way that employees serve one another inside the organisation. By improving customer service, the organisation can improve its profitability, sustainability and customer retention. The aim of this study was to determine whether the levels of internal customer service between the three sections of Aspen Pharmacare are optimal. Determining the current performance levels between the staff of the sections will assist in highlighting the areas that require attention. The three sections of Aspen Pharmacare that are internal customers of one another and have been used in the study are: - production; - demand planning; and - distribution. The results of the study show that all three sections rate three service quality dimensions (communication, tangibles and reliability) as important. The results were used to develop an internal customer service model for Aspen Pharmacare.
- Full Text:
- Date Issued: 2010
An investigation into a natural language interface for contact centers
- Authors: Sankar, Gopal Ravi
- Date: 2009
- Subjects: Call centers -- Management , Customer services -- Management , Telephone selling
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10468 , http://hdl.handle.net/10948/890 , Call centers -- Management , Customer services -- Management , Telephone selling
- Description: Contact centres are the first point of contact between a company and a customer after the purchase of a product or service. These centres make use of contact centre agents to service customer queries. In the past contact centres hired as many agents as they could in order to service customers, which have led to an increase in personnel costs causing contact centres to become costly to run. Automation techniques were introduced to decrease personnel costs and one such technique is the Interactive Voice Response (IVR). The usability of IVR systems is, however, dismal. Customers would rather speak to a contact centre agent than navigate through the menu structure found in these systems. The menu structure has come under scrutiny because it is difficult to use and navigate, is often not aligned to caller usage patterns, and the menu options are long and vague. This research investigated whether a Natural Language Interface (NLI) could alleviate the problems inherent to IVR. NLIs, however, come with their own disadvantages of which the main ones are ambiguity and the loss of context of a conversation. Two prototypes were implemented, one of which resembled an IVR and the other an NLI (using ALICE concepts). An evaluation of two prototypes confirmed the advantages and disadvantages of these concepts in accordance to theory. A Hybrid prototype was proposed with the aid of two models. The model which proposed an NLI using a rule base was chosen for implementation. The Hybrid prototype was then evaluated against the NLI and IVR prototypes to deduce which prototype was the most effective, efficient and satisfying. The evaluation through the aid of descriptive and inferential statistics showed that the Hybrid prototype was the most usable prototype. The evaluation of the Hybrid prototype confirmed that a Hybrid approach could limit the shortcomings of IVR through the elimination of the menu structure found in these systems, thereby allowing users to state their queries in natural language. The incorporated rule base provided the Hybrid system with long term memory, eliminating one of the main disadvantages of NLIs.
- Full Text:
- Date Issued: 2009
- Authors: Sankar, Gopal Ravi
- Date: 2009
- Subjects: Call centers -- Management , Customer services -- Management , Telephone selling
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10468 , http://hdl.handle.net/10948/890 , Call centers -- Management , Customer services -- Management , Telephone selling
- Description: Contact centres are the first point of contact between a company and a customer after the purchase of a product or service. These centres make use of contact centre agents to service customer queries. In the past contact centres hired as many agents as they could in order to service customers, which have led to an increase in personnel costs causing contact centres to become costly to run. Automation techniques were introduced to decrease personnel costs and one such technique is the Interactive Voice Response (IVR). The usability of IVR systems is, however, dismal. Customers would rather speak to a contact centre agent than navigate through the menu structure found in these systems. The menu structure has come under scrutiny because it is difficult to use and navigate, is often not aligned to caller usage patterns, and the menu options are long and vague. This research investigated whether a Natural Language Interface (NLI) could alleviate the problems inherent to IVR. NLIs, however, come with their own disadvantages of which the main ones are ambiguity and the loss of context of a conversation. Two prototypes were implemented, one of which resembled an IVR and the other an NLI (using ALICE concepts). An evaluation of two prototypes confirmed the advantages and disadvantages of these concepts in accordance to theory. A Hybrid prototype was proposed with the aid of two models. The model which proposed an NLI using a rule base was chosen for implementation. The Hybrid prototype was then evaluated against the NLI and IVR prototypes to deduce which prototype was the most effective, efficient and satisfying. The evaluation through the aid of descriptive and inferential statistics showed that the Hybrid prototype was the most usable prototype. The evaluation of the Hybrid prototype confirmed that a Hybrid approach could limit the shortcomings of IVR through the elimination of the menu structure found in these systems, thereby allowing users to state their queries in natural language. The incorporated rule base provided the Hybrid system with long term memory, eliminating one of the main disadvantages of NLIs.
- Full Text:
- Date Issued: 2009
An adaptive user interface model for contact centres
- Authors: Jason, Bronwin Anastasia
- Date: 2008
- Subjects: Call centers -- Management , Customer services -- Management , Call centers -- Customer services
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10467 , http://hdl.handle.net/10948/989 , Call centers -- Management , Customer services -- Management , Call centers -- Customer services
- Description: Contact centres (CC), are the primary interaction point between a company and its customers and these are rapidly expanding in terms of both workforce and economic scope. An important challenge for today's CC solutions is to increase the speed at which CCAs retrieve information to answer customer queries. CCAs, however, differ in their ability to respond to these queries and do not interact with the computer user interface (UI) in the same way as they each have different capabilities, experience and expertise. Studies have provided empirical support that user performance can be increased when the computer UI characteristics match the user skill level. Adaptive user interfaces (AUIs) are the key to creating personalised systems. Their sole task is to provide an interface most suitable to users' needs whilst facilitating the users' varying skill levels. The aim of this research was to develop an AUI model for CCs to support and improve the expertise level of CCAs. A literature review of CCs, user expertise, AUIs and existing AUI models resulted in the proposal of an AUI model for CCs. The proposed AUI model was described in terms of its architecture, component-level and interface design. An AUI prototype was developed as a proof-of-concept of the proposed AUI model. A literature review on existing AUI evaluation approaches resulted in an evaluation strategy for the proposed AUI model. The AUI prototype was evaluated according to the evaluation strategy that was identified. User testing incorporating eye-tracking and a post-test questionnaire was used to determine the usefulness and usability of the AUI prototype. Significant results were found with regards to user satisfaction ratings, the learnability of the AUI prototype and its effectiveness. This dissertation makes an important contribution in the design of an AUI model that supports and improves the expertise level of CCAs. The model could be used to assist the development of CC applications incorporating AUIs. Future research is however needed to evaluate the effect of the proposed AUI model in a larger CC environment.
- Full Text:
- Date Issued: 2008
- Authors: Jason, Bronwin Anastasia
- Date: 2008
- Subjects: Call centers -- Management , Customer services -- Management , Call centers -- Customer services
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10467 , http://hdl.handle.net/10948/989 , Call centers -- Management , Customer services -- Management , Call centers -- Customer services
- Description: Contact centres (CC), are the primary interaction point between a company and its customers and these are rapidly expanding in terms of both workforce and economic scope. An important challenge for today's CC solutions is to increase the speed at which CCAs retrieve information to answer customer queries. CCAs, however, differ in their ability to respond to these queries and do not interact with the computer user interface (UI) in the same way as they each have different capabilities, experience and expertise. Studies have provided empirical support that user performance can be increased when the computer UI characteristics match the user skill level. Adaptive user interfaces (AUIs) are the key to creating personalised systems. Their sole task is to provide an interface most suitable to users' needs whilst facilitating the users' varying skill levels. The aim of this research was to develop an AUI model for CCs to support and improve the expertise level of CCAs. A literature review of CCs, user expertise, AUIs and existing AUI models resulted in the proposal of an AUI model for CCs. The proposed AUI model was described in terms of its architecture, component-level and interface design. An AUI prototype was developed as a proof-of-concept of the proposed AUI model. A literature review on existing AUI evaluation approaches resulted in an evaluation strategy for the proposed AUI model. The AUI prototype was evaluated according to the evaluation strategy that was identified. User testing incorporating eye-tracking and a post-test questionnaire was used to determine the usefulness and usability of the AUI prototype. Significant results were found with regards to user satisfaction ratings, the learnability of the AUI prototype and its effectiveness. This dissertation makes an important contribution in the design of an AUI model that supports and improves the expertise level of CCAs. The model could be used to assist the development of CC applications incorporating AUIs. Future research is however needed to evaluate the effect of the proposed AUI model in a larger CC environment.
- Full Text:
- Date Issued: 2008
Evaluating service quality at George Municipality : a complaints management systems approach
- Authors: Alcock, Sandra
- Date: 2008
- Subjects: Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8717 , http://hdl.handle.net/10948/917 , Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Description: The search for service and product quality has come to the forefront of business studies as the most important consumer trend of the past two decades. Studies conducted indicate that the 1990s saw a dramatic change in customer expectations concerning service quality and standards with a corresponding increase in the number of complaints from disgruntled customers. In response to this, many organisations have established customer care and complaints management services to respond to the need of customers. A substantial amount of literature exists on the subject of complaints management and its role in service quality, however, the focus has been on organisations in the private sector. The research undertaken in this paper aimed to investigate the role of complaints management systems (CMS) to evaluate service quality. The focus of this research was on local government with special attention on George Municipality. A literature review was done to establish the importance of service quality for local government as well as to investigate the link between an effective complaints management system and improvement in service quality. Furthermore, it was necessary to investigate the characteristics, design and implementation of an effective complaints management system. A questionnaire was developed in order to obtain primary data from a selected sample group. The data obtained from the questionnaire was statistically analysed and interpreted. The core findings from the analysed questionnaire indicated the following: service quality is relevant in local government; there is no clear method to measure service quality; no formal and structured complaints management system exist, and the implementation of an effective complaints management system will both improve service delivery and provide benefits to all involved. iv This study recommends that: service quality standards and measurement be of strategic importance to local government; customers should be consulted and involved when determining the service quality standards and measurement, and an organised and structured complaints management system that seeks to address all complaints in order to improve the level of service quality to customers be developed. Finally, the success of the CMS will depend on management’s commitment to change on a continuous basis as well as the degree to which management proactively resolves customer complaint through the involvement of the customer.
- Full Text:
- Date Issued: 2008
- Authors: Alcock, Sandra
- Date: 2008
- Subjects: Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8717 , http://hdl.handle.net/10948/917 , Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Description: The search for service and product quality has come to the forefront of business studies as the most important consumer trend of the past two decades. Studies conducted indicate that the 1990s saw a dramatic change in customer expectations concerning service quality and standards with a corresponding increase in the number of complaints from disgruntled customers. In response to this, many organisations have established customer care and complaints management services to respond to the need of customers. A substantial amount of literature exists on the subject of complaints management and its role in service quality, however, the focus has been on organisations in the private sector. The research undertaken in this paper aimed to investigate the role of complaints management systems (CMS) to evaluate service quality. The focus of this research was on local government with special attention on George Municipality. A literature review was done to establish the importance of service quality for local government as well as to investigate the link between an effective complaints management system and improvement in service quality. Furthermore, it was necessary to investigate the characteristics, design and implementation of an effective complaints management system. A questionnaire was developed in order to obtain primary data from a selected sample group. The data obtained from the questionnaire was statistically analysed and interpreted. The core findings from the analysed questionnaire indicated the following: service quality is relevant in local government; there is no clear method to measure service quality; no formal and structured complaints management system exist, and the implementation of an effective complaints management system will both improve service delivery and provide benefits to all involved. iv This study recommends that: service quality standards and measurement be of strategic importance to local government; customers should be consulted and involved when determining the service quality standards and measurement, and an organised and structured complaints management system that seeks to address all complaints in order to improve the level of service quality to customers be developed. Finally, the success of the CMS will depend on management’s commitment to change on a continuous basis as well as the degree to which management proactively resolves customer complaint through the involvement of the customer.
- Full Text:
- Date Issued: 2008
An intelligent user interface model for contact centre operations
- Authors: Singh, Akash
- Date: 2007
- Subjects: User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10475 , http://hdl.handle.net/10948/d1011399 , User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Description: Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain.
- Full Text:
- Date Issued: 2007
- Authors: Singh, Akash
- Date: 2007
- Subjects: User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10475 , http://hdl.handle.net/10948/d1011399 , User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Description: Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain.
- Full Text:
- Date Issued: 2007
The development of an operations strategy for Eissmann South Africa that addresses market requirements and the needs of its customers
- Authors: Richards, Scott
- Date: 2002
- Subjects: Production management -- South Africa , Eissmmann South Africa (Firm) Customer services , Customer services -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10899 , http://hdl.handle.net/10948/88 , Production management -- South Africa , Eissmmann South Africa (Firm) Customer services , Customer services -- Management
- Description: With global competition becoming a key concept in the majority of companies worldwide, it is necessary for organisations to develop operations strategies that enable them to meet their customers‘ needs. Organisations will never be capable of reaching future goals without their customers. For this reason it is imperative for organisations to identify what competitive factors are required by the market, and which performance objectives are needed in order to increase the competitiveness of the organisation. In this research, Chapters 1 and 2 were used to identify the main and subproblems of the research, to delimit the research and to provide literature background to operations strategies and related operations topics. The empirical study in Chapter 3 was used to gather information pertaining to the specific requirements of ESA’s customers, and the operations performanceof ESA. Chapter 4 was used to analyse the data gathered from the empirical study. From this analysis it was possible for the researcher to identify the specific requirements of ESA’s customers and the operations performance of ESA. Chapter 5 was used to provide recommendations to bridge the performance gap between the customer requirements and the operations performance of ESA. By effectively implementing all of the recommendations suggested in this research, ESA will be able to improve its operation performance and meet the specific requirements of its market and its customers.
- Full Text:
- Date Issued: 2002
- Authors: Richards, Scott
- Date: 2002
- Subjects: Production management -- South Africa , Eissmmann South Africa (Firm) Customer services , Customer services -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10899 , http://hdl.handle.net/10948/88 , Production management -- South Africa , Eissmmann South Africa (Firm) Customer services , Customer services -- Management
- Description: With global competition becoming a key concept in the majority of companies worldwide, it is necessary for organisations to develop operations strategies that enable them to meet their customers‘ needs. Organisations will never be capable of reaching future goals without their customers. For this reason it is imperative for organisations to identify what competitive factors are required by the market, and which performance objectives are needed in order to increase the competitiveness of the organisation. In this research, Chapters 1 and 2 were used to identify the main and subproblems of the research, to delimit the research and to provide literature background to operations strategies and related operations topics. The empirical study in Chapter 3 was used to gather information pertaining to the specific requirements of ESA’s customers, and the operations performanceof ESA. Chapter 4 was used to analyse the data gathered from the empirical study. From this analysis it was possible for the researcher to identify the specific requirements of ESA’s customers and the operations performance of ESA. Chapter 5 was used to provide recommendations to bridge the performance gap between the customer requirements and the operations performance of ESA. By effectively implementing all of the recommendations suggested in this research, ESA will be able to improve its operation performance and meet the specific requirements of its market and its customers.
- Full Text:
- Date Issued: 2002
An evaluation of policies for attaining excellence in service delivery in the Port Elizabeth municipality
- Binza, Mzikayise Shakespeare
- Authors: Binza, Mzikayise Shakespeare
- Date: 2000
- Subjects: Customer services -- Quality control , Customer services -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10777 , http://hdl.handle.net/10948/d1006186 , Customer services -- Quality control , Customer services -- Management
- Description: This dissertation is based on the assumption that the Port Elizabeth Municipality should deliver essential services effectively, efficiently and economically so as to attain excellence in service delivery. The essential services dealt with in this study are electricity; refuse collection; sewerage; and water services. Attaining excellence in service delivery will lead the Port Elizabeth Municipality to improve and sustain the quality of life of the local inhabitants. The primary objectives of this dissertation include, inter alia: An historical analysis of delivery systems of the former government prior to 1994, which provides the primary reasons and purposes of delivery systems, and the effects on the Port Elizabeth Municipality. Reformation and transformation of South African local government since 1994, with particular reference to the Port Elizabeth Municipality. A normative model for service delivery, which is designed to accelerate service delivery in the local spheres of government, with special reference to the Port Elizabeth Municipality as the locus of this study. The nature, extent and evaluation of the existing service delivery by the Port Elizabeth Municipality from 1994 to 1999. An empirical survey is conducted in the form of questionnaires to the directors, heads of departments, senior managers, as well as councillors. Approaches and strategies for attaining excellence in service delivery, which include, inter alia: a government-business paradigm and an equilibrium approach. Lastly, a number of recommendations are made and conclusions are drawn based on the findings of the empirical survey in order to deliver essential services equitably, efficiently, effectively and economically to attain excellence in service delivery in the Port Elizabeth Municipality.
- Full Text:
- Date Issued: 2000
- Authors: Binza, Mzikayise Shakespeare
- Date: 2000
- Subjects: Customer services -- Quality control , Customer services -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10777 , http://hdl.handle.net/10948/d1006186 , Customer services -- Quality control , Customer services -- Management
- Description: This dissertation is based on the assumption that the Port Elizabeth Municipality should deliver essential services effectively, efficiently and economically so as to attain excellence in service delivery. The essential services dealt with in this study are electricity; refuse collection; sewerage; and water services. Attaining excellence in service delivery will lead the Port Elizabeth Municipality to improve and sustain the quality of life of the local inhabitants. The primary objectives of this dissertation include, inter alia: An historical analysis of delivery systems of the former government prior to 1994, which provides the primary reasons and purposes of delivery systems, and the effects on the Port Elizabeth Municipality. Reformation and transformation of South African local government since 1994, with particular reference to the Port Elizabeth Municipality. A normative model for service delivery, which is designed to accelerate service delivery in the local spheres of government, with special reference to the Port Elizabeth Municipality as the locus of this study. The nature, extent and evaluation of the existing service delivery by the Port Elizabeth Municipality from 1994 to 1999. An empirical survey is conducted in the form of questionnaires to the directors, heads of departments, senior managers, as well as councillors. Approaches and strategies for attaining excellence in service delivery, which include, inter alia: a government-business paradigm and an equilibrium approach. Lastly, a number of recommendations are made and conclusions are drawn based on the findings of the empirical survey in order to deliver essential services equitably, efficiently, effectively and economically to attain excellence in service delivery in the Port Elizabeth Municipality.
- Full Text:
- Date Issued: 2000
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