- Title
- Internal service quality impacts on customer satisfaction in the Department of Roads and Public Works Sarah Baartman Region
- Creator
- Mooi, Mzingisi
- Subject
- Consumer satisfaction -- South Africa -- Eastern Cape
- Subject
- Customer services -- South Africa -- Eastern Cape -- Quality control Total quality management -- Government Civil service -- South Africa -- Eastern Cape
- Date Issued
- 2017
- Date
- 2017
- Type
- Thesis
- Type
- Masters
- Type
- MBA
- Identifier
- http://hdl.handle.net/10948/19146
- Identifier
- vital:28777
- Description
- The main objective of this study is to determine the impacts of internal service quality on customer satisfaction with specific reference to Department of Roads and Public Works Sarah Baartman Region (DRPW-SBR). The provision of high quality internal services to customers through policies and systems that support service delivery has a huge impact on customer satisfaction. Public organisations are generally criticised for service delivery inefficiencies and poor quality services; the DRPW-SBR is not an exception from such criticism. A study of this nature can be considered as a valuable undertaking that provides valuable insight as to the important internal service quality factors hindering DRPW-SBR from delivering services and satisfying customers. The study was specifically looking at investigating internal service quality dimensions as measured by the way of professionalism, responsiveness, tangibility, flexibility and reliability, play in the achievement of perceived customer satisfaction within DRPW-SBR. The research was set up in such a way that internal customers who were employees of DRPW-SBR and external customers who were employees of other departments served by DRPW-SBR, constituted the sample participants. The methodology considered most suitable was a quantitative research whereby questionnaires were utilised to collect primary data. The questionnaires were based on a five-point Likert scale measuring instruments that ranged from (1) strongly disagree to (5) strongly agree. Questionnaires were distributed to those respondents selected of whom 101 respondents participated; the results were calculated using a STATISTICA program. The key findings indicated that internal service quality played a vital role in achieving perceived customer satisfaction. Important internal service dimensions that were found to be significant in increasing perceived customer satisfaction within DRPW -SBR were reliability, flexibility and professionalism. Responsiveness and tangibility were found not to exert positive influence on perceived customer satisfaction within DRPW-SBR.
- Format
- x, 103 leaves
- Format
- Publisher
- Nelson Mandela University
- Publisher
- Faculty of Business and Economic Sciences
- Language
- English
- Rights
- Nelson Mandela University
- Hits: 864
- Visitors: 909
- Downloads: 91
Collections
NMU Business School
| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | Internal service quality impacts on customer satisfaction in the department of roads and public works of the Sarah Baartman region | 2 MB | Adobe Acrobat PDF | View Details Download |