An evaluation of the quality of customer service provided to large power users by Eskom in the Eastern Cape
- Authors: Caza, Akhona Nobusi
- Date: 2014
- Subjects: Eskom (Firm) -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Quality control , SERVQUAL (Service quality framework) , Gap analysis (Planning)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:862 , http://hdl.handle.net/10962/d1020610
- Description: The aim of this research is to evaluate the level of service quality provided by Eskom to its Large Power User (LPU) customer segment in the Eastern Cape. The research uses the SERVQUAL model in order to assess the customers’ expectations and perceptions of the service provided by Eskom. This evaluation report comprises three sections. Section one consists of (a) a review of service quality literature that exists and is applied to Eskom where relevant, (b) a summary of the method used to conduct the research, (c) the research findings, and (d) a discussion of the research findings and recommendations. Section two consists of a review of the key concepts identified for this study as follows: (a) defining customer service quality by looking at the concepts of the customer, service, quality and the dimensions of quality, (b) the importance of service quality, (c) the components of service quality in Eskom, (d) models of service quality, and (e) the SERVQUAL model used in this study. Section three consists of the detail of the research methodology used to conduct this study. The Gap Model of Service Quality (Parasuraman et al., 1985:44) is evaluated in order to understand the gaps between expected and perceived service. The provider gap (Zeithaml et al., 2006: 34) is also reviewed in order to identify the gaps that occur within the organisation. An extensive review of customer service quality models is undertaken before a discussion of the SERVQUAL model, which was used in this evaluation study, is provided. The researcher adopted the critical realism research paradigm and quantitative data was collected from a sample of 120 Eskom customers within the LPU customer segment in the Eastern Cape. These customers were randomly selected from the Eskom Customer Care and Billing database and comprised customers from Port Elizabeth, Aliwal North, Mthatha and East London Areas within the Eastern Cape. The data was collected online through a questionnaire which was based on SERVQUAL and modified for electricity services. The quantitative data obtained from the study is presented in the form of tables and graphs created from the data obtained from the 45 customers who responded to the questionnaire. The gaps between LPU customer perceptions and expectations were calculated for the five SERVQUAL dimensions. The research identifies the existing gaps in the service delivered by Eskom; this is based on the perceptions and expectations of the LPU customers in the Eastern Cape, who participated in the study. The results reveal that gaps exist between LPU customer perceptions and their expectations of the service provided by Eskom in the Eastern Cape. The key findings reveal that the largest gaps are within the reliability and empathy dimensions and the smallest gap is in the tangibles dimension. The recommendations were made on the basis of the gaps which were identified and these focus on the training of the front line staff responsible for servicing customers. It is recommended that this training should include an overview of the organisation’s policies and procedures to enable employees to respond adequately to customer queries. Recommendation is also made on training staff to interact with customers effectively in order to resolve customer queries satisfactorily. Finally, it is recommended that regular assessments of the existing customer service quality levels are conducted in order for the organisation to remain aware of the current customer perceptions and expectations
- Full Text:
- Date Issued: 2014
- Authors: Caza, Akhona Nobusi
- Date: 2014
- Subjects: Eskom (Firm) -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Quality control , SERVQUAL (Service quality framework) , Gap analysis (Planning)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:862 , http://hdl.handle.net/10962/d1020610
- Description: The aim of this research is to evaluate the level of service quality provided by Eskom to its Large Power User (LPU) customer segment in the Eastern Cape. The research uses the SERVQUAL model in order to assess the customers’ expectations and perceptions of the service provided by Eskom. This evaluation report comprises three sections. Section one consists of (a) a review of service quality literature that exists and is applied to Eskom where relevant, (b) a summary of the method used to conduct the research, (c) the research findings, and (d) a discussion of the research findings and recommendations. Section two consists of a review of the key concepts identified for this study as follows: (a) defining customer service quality by looking at the concepts of the customer, service, quality and the dimensions of quality, (b) the importance of service quality, (c) the components of service quality in Eskom, (d) models of service quality, and (e) the SERVQUAL model used in this study. Section three consists of the detail of the research methodology used to conduct this study. The Gap Model of Service Quality (Parasuraman et al., 1985:44) is evaluated in order to understand the gaps between expected and perceived service. The provider gap (Zeithaml et al., 2006: 34) is also reviewed in order to identify the gaps that occur within the organisation. An extensive review of customer service quality models is undertaken before a discussion of the SERVQUAL model, which was used in this evaluation study, is provided. The researcher adopted the critical realism research paradigm and quantitative data was collected from a sample of 120 Eskom customers within the LPU customer segment in the Eastern Cape. These customers were randomly selected from the Eskom Customer Care and Billing database and comprised customers from Port Elizabeth, Aliwal North, Mthatha and East London Areas within the Eastern Cape. The data was collected online through a questionnaire which was based on SERVQUAL and modified for electricity services. The quantitative data obtained from the study is presented in the form of tables and graphs created from the data obtained from the 45 customers who responded to the questionnaire. The gaps between LPU customer perceptions and expectations were calculated for the five SERVQUAL dimensions. The research identifies the existing gaps in the service delivered by Eskom; this is based on the perceptions and expectations of the LPU customers in the Eastern Cape, who participated in the study. The results reveal that gaps exist between LPU customer perceptions and their expectations of the service provided by Eskom in the Eastern Cape. The key findings reveal that the largest gaps are within the reliability and empathy dimensions and the smallest gap is in the tangibles dimension. The recommendations were made on the basis of the gaps which were identified and these focus on the training of the front line staff responsible for servicing customers. It is recommended that this training should include an overview of the organisation’s policies and procedures to enable employees to respond adequately to customer queries. Recommendation is also made on training staff to interact with customers effectively in order to resolve customer queries satisfactorily. Finally, it is recommended that regular assessments of the existing customer service quality levels are conducted in order for the organisation to remain aware of the current customer perceptions and expectations
- Full Text:
- Date Issued: 2014
Gold mineralization in a high grade metamorphic terrane in the Handeni District, Eastern Tanzania
- Bitesigirwe, Godfrey Stephen
- Authors: Bitesigirwe, Godfrey Stephen
- Date: 2014
- Language: English
- Type: text , Thesis , Masters , MSc
- Identifier: http://hdl.handle.net/10962/54756 , vital:26609
- Description: Most orogenic type gold deposits are formed under low greenschist facies to mid amphibolite facies metamorphic conditions and deposition is either structurally or lithologically controlled. A few known gold deposits found in high grade metamorphic terranes include those in the Yilgarn craton in Australia, Renco in Zimbabwe, Hemlo in Canada and the recently discovered Handeni deposit in Tanzania. Within Tanzania, gold deposits are mainly hosted in Archaean low grade metamorphic rocks commonly known as the Lake Victoria greenstone belt. The greenstone belts of Tanzania are of Nyanzian age (> 2.5Ga) and are located to the south and east of Lake Victoria on the Tanzania craton. The Tanzania Craton is surrounded by Usagaran 1.9 Ga rocks (the east African orogenic belt (EAO) better known as the Mozambique belt) to the east and the Ubendian belt to the south and west. Published reports show that the eastern part of the Tanzania Craton is dominated by the fragments of Archaean rocks. Metamorphism along East Africa and the Tanzania Craton is due to several geological events. These geological events include the intrusion of granites in the Archaean Tanzania Craton (3 Ga), subduction of ocean plate resulted to the formation of Usagaran belt (1.9 Ga), opening and closure of Mozambique Ocean, which resulted in the formation of the Mozambique belt between 700 – 800 Ma and the Pan African orogeny at 640 – 620 Ma, which is associated with the formation of Gondwana. It is believed that fragments from the Archaean Tanzania craton were re - metamorphosed during these events. The Handeni project (the focus of this thesis) is located in the northern portion of the eastern part of the Usagaran belt (1.9 Ga) comprising the eastern part of Archaean Tanzania Craton. The area is characterized by Proterozic rocks of basaltic composition. The documented 2.7 Ga rocks at the Kilindi Handeni Superterrane at the northern part of the Usagaran belt correlate well with 2.7 Ga of Nyanzian rocks of Archaean Tanzania craton. The Handeni project area is geologically dominated by metamorphosed and deformed units of quartzofeldspathic gneisses, migmatitic gneiss, garnet silicified rock, garnetiferous amphibolite, garnetiferous granulite, graphitic schist and hornblende pyroxenite. Intensive deformation features that were developed include folds (sheath folds, micro and macro scales), faults, shears and regional thrusts. This thesis focuses on identifying the protolith of the rocks, alteration minerals, and metamorphic assemblages in the project area in order to understand the timing of gold mineralization. Geological investigation of core, ore petrology and mineralogy, mineral composition by using JEOL microprobe analysis and XRF analysis of bulk rocks were utilized. All the analytical work was done at the Geology laboratory, Rhodes University. Petrographic analysis shows that the rocks sampled in the study area are characterized by alteration minerals such as calcite, dolomite and sericite. Sulphide minerals including chalcopyrite, pyrrhotite, pyrite, pentlandite and gersdorffite were identified. Gold mineralization is associated with disseminated sulphides in association with trace amounts of base metals. Four rock types were proposed as host rocks for the mineralization, namely garnet silicified rock with superimposed quartz veins, garnetiferous amphibolite, garnetiferous granulite and hornblende pyroxenite. Fold troughs, filled fractures associated with episodes of folding, quartz veins and shear zones are suggested as gold precipitation sites. The presence of high grade metamorphic rocks containing gold, intermediate to low grade assemblages with sulphides and associated hydrothermal alteration as well as a complex deformation history suggests that the Handeni mineralization took place over an extended time period stretching from a ductile to a brittle environment.
- Full Text:
- Date Issued: 2014
- Authors: Bitesigirwe, Godfrey Stephen
- Date: 2014
- Language: English
- Type: text , Thesis , Masters , MSc
- Identifier: http://hdl.handle.net/10962/54756 , vital:26609
- Description: Most orogenic type gold deposits are formed under low greenschist facies to mid amphibolite facies metamorphic conditions and deposition is either structurally or lithologically controlled. A few known gold deposits found in high grade metamorphic terranes include those in the Yilgarn craton in Australia, Renco in Zimbabwe, Hemlo in Canada and the recently discovered Handeni deposit in Tanzania. Within Tanzania, gold deposits are mainly hosted in Archaean low grade metamorphic rocks commonly known as the Lake Victoria greenstone belt. The greenstone belts of Tanzania are of Nyanzian age (> 2.5Ga) and are located to the south and east of Lake Victoria on the Tanzania craton. The Tanzania Craton is surrounded by Usagaran 1.9 Ga rocks (the east African orogenic belt (EAO) better known as the Mozambique belt) to the east and the Ubendian belt to the south and west. Published reports show that the eastern part of the Tanzania Craton is dominated by the fragments of Archaean rocks. Metamorphism along East Africa and the Tanzania Craton is due to several geological events. These geological events include the intrusion of granites in the Archaean Tanzania Craton (3 Ga), subduction of ocean plate resulted to the formation of Usagaran belt (1.9 Ga), opening and closure of Mozambique Ocean, which resulted in the formation of the Mozambique belt between 700 – 800 Ma and the Pan African orogeny at 640 – 620 Ma, which is associated with the formation of Gondwana. It is believed that fragments from the Archaean Tanzania craton were re - metamorphosed during these events. The Handeni project (the focus of this thesis) is located in the northern portion of the eastern part of the Usagaran belt (1.9 Ga) comprising the eastern part of Archaean Tanzania Craton. The area is characterized by Proterozic rocks of basaltic composition. The documented 2.7 Ga rocks at the Kilindi Handeni Superterrane at the northern part of the Usagaran belt correlate well with 2.7 Ga of Nyanzian rocks of Archaean Tanzania craton. The Handeni project area is geologically dominated by metamorphosed and deformed units of quartzofeldspathic gneisses, migmatitic gneiss, garnet silicified rock, garnetiferous amphibolite, garnetiferous granulite, graphitic schist and hornblende pyroxenite. Intensive deformation features that were developed include folds (sheath folds, micro and macro scales), faults, shears and regional thrusts. This thesis focuses on identifying the protolith of the rocks, alteration minerals, and metamorphic assemblages in the project area in order to understand the timing of gold mineralization. Geological investigation of core, ore petrology and mineralogy, mineral composition by using JEOL microprobe analysis and XRF analysis of bulk rocks were utilized. All the analytical work was done at the Geology laboratory, Rhodes University. Petrographic analysis shows that the rocks sampled in the study area are characterized by alteration minerals such as calcite, dolomite and sericite. Sulphide minerals including chalcopyrite, pyrrhotite, pyrite, pentlandite and gersdorffite were identified. Gold mineralization is associated with disseminated sulphides in association with trace amounts of base metals. Four rock types were proposed as host rocks for the mineralization, namely garnet silicified rock with superimposed quartz veins, garnetiferous amphibolite, garnetiferous granulite and hornblende pyroxenite. Fold troughs, filled fractures associated with episodes of folding, quartz veins and shear zones are suggested as gold precipitation sites. The presence of high grade metamorphic rocks containing gold, intermediate to low grade assemblages with sulphides and associated hydrothermal alteration as well as a complex deformation history suggests that the Handeni mineralization took place over an extended time period stretching from a ductile to a brittle environment.
- Full Text:
- Date Issued: 2014
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