- Title
- Improving the service quality of a civil consulting engineering firm through benchmarking
- Creator
- Bellingan, Werner
- Subject
- Performance -- Measurement
- Subject
- Quality assurance -- Measurement
- Date Issued
- 2007
- Date
- 2007
- Type
- Thesis
- Type
- Masters
- Type
- MBA
- Identifier
- vital:8746
- Identifier
- http://hdl.handle.net/10948/743
- Identifier
- Performance -- Measurement
- Identifier
- Quality assurance -- Measurement
- Description
- The civil engineering industry in South Africa has seen a steady decline in the number of professionals during the last few decades, however it is expected that the government and private sectors are to spend over R200 billion on infrastructure in the next few years. This increases the demand on civil consulting engineering firms to achieve greater productivity, with reduced time and human resources, which has had a profound effect on the quality of service delivered to clients. These firms need to gain a competitive advantage by consistently providing Service Excellence, which is superior to their competitors. One way of achieving this is by benchmarking firms against their competitors. In this research paper the Service Quality and Service Recovery procedures of Company X in Port Elizabeth were benchmarked against its competitors using a customised form of the recognised SERVQUAL research instrument - the SERVPERF questionnaire. The results proved to be invaluable because the survey revealed insightful information which can be used to their strategic benefit. Civil consulting engineering firms need to be aware that Service Excellence is an imperative in the service industry, but do not necessarily have to be perfect. Firms simply need to outperform their competitors to be rated as market leaders. Strategies to improve the Service Quality and Service Recovery of the firm under review are suggested and this work concludes with suggestions for future research projects, which may be beneficial to the researcher, the civil engineering industry and the economy of South Africa.
- Format
- viii, 93 leaves
- Format
- Publisher
- Nelson Mandela Metropolitan University
- Publisher
- Faculty of Business and Economic Sciences
- Language
- English
- Rights
- Nelson Mandela Metropolitan University
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