Passenger service quality expectations as perceived by long haul airline managers in South Africa

2011 ◽  
Vol 5 (29) ◽  
Author(s):  
Adam Lambert
Keyword(s):  
South Africa ◽  
Service Quality

Service quality expectations of online grocery consumers in Gauteng, South Africa

2019 ◽  
Vol 16 (2) ◽  
pp. 599-620
Author(s):  
BS BRINK ◽  
◽  
GJ HEYNS ◽  
PJ KILBOURN ◽  
◽  
...  
Keyword(s):  
South Africa ◽  
Service Quality

scholarly journals CROSS COUNTRY ANALYSIS OF ONLINE BANKING SERVICE QUALITY IN SOUTH AFRICA AND INDONESIA

2020 ◽  
Vol 8 (4) ◽  
pp. 194-203
Author(s):  
Johan W de Jager ◽  
◽  
Nuri Wulandari ◽  
Elizma Wannenburg ◽  
◽  
...  
Keyword(s):  
South Africa ◽  
Service Quality ◽  
Online Banking ◽  
High Tech ◽  
Banking Services ◽  
Banking Service ◽  
Country Analysis ◽  
Cross Country ◽  
Automatic Teller Machines

Since the introduction of automatic teller machines, the online banking industry have evolved rapidly in order to stay abreast of today’s digital savvy customers. By keeping up to date with changes in the external environment as well as consumer needs can elevate the competitive advantage of banks. With that in mind, banks need to ensure that the service quality of the online banking services meets the expectations of its customers. The objective of the study is to evaluate and investigate the online banking customers’ perceptions of the service quality of banks in South Africa (SA) and Indonesia (INA). A survey was conducted among more than 300 respondents from both countries. The results revealed that within the eight dimensions of online banking service quality, each of the countries have different experiences when it comes to “high tech” versus “high touch”. The study has also found significant differences between the perceptions of both SA and INA’s banking customers. By understanding the perceptions of online banking customers in two developing countries can assist financial institutions with the development of new services or technologies that will enhance the online banking experience.

E-Value Creation in a Government Web Portal in South Africa

2011 ◽  
pp. 384-390 ◽  
Author(s):  
Blessing M. Maumbe ◽  
Wallace J. Taylor
Keyword(s):  
South Africa ◽  
Service Quality ◽  
Service Delivery ◽  
Value Creation ◽  
Public Management ◽  
New Public Management ◽  
Government Information ◽  
Web Portal ◽  
New Public ◽  
Citizen Service

By the end of 2005, an emerging era of e-government had arrived in South Africa with the promise to transform public service delivery and the relationships between government, business and the citizens. E-government has been perceived as the second revolution in public management after the new public management of the 1980s (Saxena, 2005; Teicher, Hughes, & Dow, 2002). The advent of e-government information and services globally has brought increasing focus on the need to develop user-oriented quality Web portal services. Prior to this time, governments paid little attention to citizen service quality issues (Teicher et al., 2002).

scholarly journals The Nexus of Service Quality, Student Satisfaction and Student Retention in Small Private Colleges in South Africa

2020 ◽  
Vol 10 (7) ◽  
pp. 179
Author(s):  
Chukuakadibia Eresia-Eke ◽  
Nokulunga Ngcongo ◽  
Tumelo Ntsoane
Keyword(s):  
South Africa ◽  
Service Quality ◽  
Student Retention ◽  
Student Satisfaction ◽  
Private Colleges ◽  
Quantitative Research ◽  
Business Performance ◽  
Business Success ◽  
Research Approach ◽  
Context Specific

Small private colleges provide an important service to society while operating in a dynamic and competitive environment. The inability to operate in a manner that delivers desirable levels of satisfaction to students can prove fatal, more so given the relatively small size of their student populations. So, for these colleges, student retention is a critical condiment of business success and so the pursuit of service quality becomes amplified. In acknowledgement of the subjective nature of service quality that makes service quality studies very context specific, this empirical study takes a quantitative research approach to investigate the extent of association, if any, between service quality dimensions, student satisfaction and student retention in the specific context of small private colleges in South Africa. Study findings indicate the existence of statistically-significant positive (though moderate) associations between dimensions of service quality and student satisfaction as well as between student satisfaction and student retention. Though results ought not to be generalized, the study’s findings nonetheless, bode useful lessons for small private colleges, if the quest for improved business performance, based on student retention, is to be realized.

Service Quality of Advertising and Promotions Agencies in South Africa

2013 ◽  
Vol 19 (5) ◽  
pp. 605-628 ◽  
Author(s):  
Bruno Quebra ◽  
Geoff Bick ◽  
Russell Abratt
Keyword(s):  
South Africa ◽  
Service Quality

scholarly journals The bus rapid transit system: A service quality dimension of commuter uptake in Cape Town, South Africa

2014 ◽  
Vol 8 (1) ◽  
Author(s):  
Prince D. Ugo
Keyword(s):  
South Africa ◽  
Service Quality ◽  
Quantitative Research ◽  
Stated Preference ◽  
Cape Town ◽  
Bus Rapid Transit ◽  
Rapid Transit ◽  
Transit System ◽  
Area Of Interest ◽  
The City

This study evaluated commuter uptake of the bus rapid transit (BRT) system in Cape Town,South Africa. As a stated preference survey was not carried out prior to the launch of the new BRT system in the City of Cape Town, it became difficult to assess commuters’ preferences,which would have provided City policymakers and planners with an understanding of customer satisfaction of the proposed bus service. The commuting trend of the BRT system in the City indicates that tickets sales and utilisation by commuters is gradually picking up, but one would have expected high commuter engagement in terms of the modernity profile of the BRT system. This study investigated commuters’ (n = 260) satisfaction levels with 30 service quality variables on a self-rated questionnaire, using quantitative research methodology.The study result showed that passengers were not satisfied with the transport fare and the availability or accessibility of ticket sales outlets. In the context of this study, this result implies that the ‘responsiveness and affordability’ variable of the service quality dimensions should be an area of interest and review to City of Cape Town policymakers and planners. Service quality trends in public transport were also highlighted.

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