The drivers of customer satisfaction at National Dairy Equipment (NDE)
- Authors: Laubscher, Ryno
- Date: 2016
- Subjects: Consumer satisfaction Quality of products , SERVQUAL (Service quality framework)
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: http://hdl.handle.net/10948/13085 , vital:27150
- Description: National Dairy Equipment (Pty) Ltd (NDE) is a privately owned stockist and distributor of stainless steel products and is a respected player in the South African stainless steel industry. NDE operates from within all four major cities in South Africa namely, Johannesburg, Cape Town, Port Elizabeth, and Durban. The organisation, with its wide range of corrosion resistant products, serves industries such as the architecture and construction, automotive, catering, and food and beverage industry. With the stainless steel industry growing in terms of the number of competitors, NDE performs a number of functions in order to achieve customer satisfaction. The general purpose of the study was to indentify the attributes that would act as drivers of customer satisfaction at NDE. Five attributes were identified namely, Service quality, Trust and commitment, Product quality, Commercial aspects and Reliability. The results of this study could assist managers at NDE in improving service delivery to customers. The literature study provided an overview of overall customer satisfaction and possible measurement models for customer satisfaction. Measurement models included, SERVQUAL, SERVPERF, the Two-factor theory, the Kano model and the Three-factor model. The latter proved to be of particular importance to the study as the model was used to classify the identified drivers into basic, performance and excitement factors. Furthermore, a literature review was provided based on each of the identified potential drivers of customer satisfaction. The empirical data needed to complete the study was collected by means of a survey, using a self-administered questionnaire. The questionnaire was distributed by sales representatives at NDE. A total of 320 useable questionnaires were received. The study revealed the following: each of the five proposed attributes had a positive relationship with overall customer satisfaction,thus all five attributes were confirmed as drivers of customer satisfaction at NDE. Commercial aspects and Reliability were classified as basic satisfiers. Trust and commitment was classified as a performance satisfier, and Service quality was identified as the only excitement satisfier. Product quality did not receive any classification. All importance mean scores were higher than the corresponding satisfaction mean scores. This study contributed to the existing body of literature and is seemingly the first of its kind in the South African stainless steel industry. The study is also the first to attempt the measurement of overall customer satisfaction levels at NDE. The methodology used in the current study can be applied to stainless steel industries internationally, in order to verify whether the confirmed drivers would also act as drivers of satisfaction in a similar industry elsewhere in the world.
- Full Text:
- Date Issued: 2016
- Authors: Laubscher, Ryno
- Date: 2016
- Subjects: Consumer satisfaction Quality of products , SERVQUAL (Service quality framework)
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: http://hdl.handle.net/10948/13085 , vital:27150
- Description: National Dairy Equipment (Pty) Ltd (NDE) is a privately owned stockist and distributor of stainless steel products and is a respected player in the South African stainless steel industry. NDE operates from within all four major cities in South Africa namely, Johannesburg, Cape Town, Port Elizabeth, and Durban. The organisation, with its wide range of corrosion resistant products, serves industries such as the architecture and construction, automotive, catering, and food and beverage industry. With the stainless steel industry growing in terms of the number of competitors, NDE performs a number of functions in order to achieve customer satisfaction. The general purpose of the study was to indentify the attributes that would act as drivers of customer satisfaction at NDE. Five attributes were identified namely, Service quality, Trust and commitment, Product quality, Commercial aspects and Reliability. The results of this study could assist managers at NDE in improving service delivery to customers. The literature study provided an overview of overall customer satisfaction and possible measurement models for customer satisfaction. Measurement models included, SERVQUAL, SERVPERF, the Two-factor theory, the Kano model and the Three-factor model. The latter proved to be of particular importance to the study as the model was used to classify the identified drivers into basic, performance and excitement factors. Furthermore, a literature review was provided based on each of the identified potential drivers of customer satisfaction. The empirical data needed to complete the study was collected by means of a survey, using a self-administered questionnaire. The questionnaire was distributed by sales representatives at NDE. A total of 320 useable questionnaires were received. The study revealed the following: each of the five proposed attributes had a positive relationship with overall customer satisfaction,thus all five attributes were confirmed as drivers of customer satisfaction at NDE. Commercial aspects and Reliability were classified as basic satisfiers. Trust and commitment was classified as a performance satisfier, and Service quality was identified as the only excitement satisfier. Product quality did not receive any classification. All importance mean scores were higher than the corresponding satisfaction mean scores. This study contributed to the existing body of literature and is seemingly the first of its kind in the South African stainless steel industry. The study is also the first to attempt the measurement of overall customer satisfaction levels at NDE. The methodology used in the current study can be applied to stainless steel industries internationally, in order to verify whether the confirmed drivers would also act as drivers of satisfaction in a similar industry elsewhere in the world.
- Full Text:
- Date Issued: 2016
Isolation, purification and partial characterisation of cancer procoagulant from placental amnion-chorion membranes and its role in angiogenesis inflammation and metastasis
- Authors: Krause, Jason
- Date: 2014
- Subjects: Coagulation , Amnion , Chorion , Metastasis , Inflammation , Neovascularization
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:10350 , http://hdl.handle.net/10948/d1020897
- Description: Cancer procoagulant (EC 3.4.22.26) is an enzyme that is derived from tumour and foetal tissue, but not normal tissue. It is a direct activator of factor X and has been isolated from amnion-chorion membranes as well as from extracts and cells from human melanoma. The presence of cancer procoagulant has been associated with the malignant phenotype, as well as having a particularly high activity in metastatic cells. Cancer procoagulant activity is elevated in the serum of early stage breast cancer patients and decreased to normal in the advanced stages of the disease. In this study, cancer procoagulant was successfully isolated from amnion-chorion membranes and purified to homogeneity. The molecular weight of cancer procoagulant was determined using SDS-PAGE and was found to be 68 kDa. Cancer procoagulant was delipidated and it was shown that its activity was increased by the presence of lipids in a dose-dependent manner. Recovery of cancer procoagulant after delipidation is poor, consequently, a larger mass of sample is required to obtain sufficient amounts of delipidated material for N-terminal amino acid analysis. The optimum pH of cancer procoagulant was determined to be pH 8 and its optimal temperature was found to be 50°C. Novel synthetic substrates were designed to assay for cancer procoagulant activity. Currently, 2 potential candidates have been identified, namely, PQVR-AMC and AVSQSKP-AMC. Cancer procoagulant-induced expression of cytokines is differently modulated in the less aggressive MCF-7 cell line as compared to the metastatic and more aggressive MDA-MB-231 cell line. There are marked similarities in the inflammatory response produced by cancer procoagulant in hTERT-HDLEC and MDA-MB-231 cells, which are both associated with migratory capacity. Furthermore, cancer procoagulant-induced PDGF-β expression in hTERT-HDLEC and MDA-MB-231 cells could point to involvement of cancer procoagulant in wound healing and metastatic spread, respectively. Cancer procoagulant induced the motility of MDA-MB-231, MCF-7 and hTERT- cells in vitro in a time- and dose-dependent manner. Together, these results suggest that cancer procoagulant plays a role in the migration of breast cancer cells as well as the migration of endothelial cells.
- Full Text:
- Date Issued: 2014
- Authors: Krause, Jason
- Date: 2014
- Subjects: Coagulation , Amnion , Chorion , Metastasis , Inflammation , Neovascularization
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:10350 , http://hdl.handle.net/10948/d1020897
- Description: Cancer procoagulant (EC 3.4.22.26) is an enzyme that is derived from tumour and foetal tissue, but not normal tissue. It is a direct activator of factor X and has been isolated from amnion-chorion membranes as well as from extracts and cells from human melanoma. The presence of cancer procoagulant has been associated with the malignant phenotype, as well as having a particularly high activity in metastatic cells. Cancer procoagulant activity is elevated in the serum of early stage breast cancer patients and decreased to normal in the advanced stages of the disease. In this study, cancer procoagulant was successfully isolated from amnion-chorion membranes and purified to homogeneity. The molecular weight of cancer procoagulant was determined using SDS-PAGE and was found to be 68 kDa. Cancer procoagulant was delipidated and it was shown that its activity was increased by the presence of lipids in a dose-dependent manner. Recovery of cancer procoagulant after delipidation is poor, consequently, a larger mass of sample is required to obtain sufficient amounts of delipidated material for N-terminal amino acid analysis. The optimum pH of cancer procoagulant was determined to be pH 8 and its optimal temperature was found to be 50°C. Novel synthetic substrates were designed to assay for cancer procoagulant activity. Currently, 2 potential candidates have been identified, namely, PQVR-AMC and AVSQSKP-AMC. Cancer procoagulant-induced expression of cytokines is differently modulated in the less aggressive MCF-7 cell line as compared to the metastatic and more aggressive MDA-MB-231 cell line. There are marked similarities in the inflammatory response produced by cancer procoagulant in hTERT-HDLEC and MDA-MB-231 cells, which are both associated with migratory capacity. Furthermore, cancer procoagulant-induced PDGF-β expression in hTERT-HDLEC and MDA-MB-231 cells could point to involvement of cancer procoagulant in wound healing and metastatic spread, respectively. Cancer procoagulant induced the motility of MDA-MB-231, MCF-7 and hTERT- cells in vitro in a time- and dose-dependent manner. Together, these results suggest that cancer procoagulant plays a role in the migration of breast cancer cells as well as the migration of endothelial cells.
- Full Text:
- Date Issued: 2014
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