An evaluation of the quality of customer service delivery offered by the East London public transport commuter rail service provider (operated by Metrorail)
- Authors: Bosch, Colin
- Date: 2009
- Subjects: Railroads -- Customer services -- South Africa -- Eastern Cape Transportation -- Customer services -- South Africa -- Eastern Cape Railroads -- Quality control -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:744 , http://hdl.handle.net/10962/d1003865
- Description: The aim of this survey is to evaluate the quality of customer service delivery offered by the East London public transport commuter rail service provider Metrorail, a division of the state owned enterprise (SOE) PRASA. The former tolerant rail commuter has become increasingly frustrated at the ever-decreasing quality of rail service delivery. This is evidenced by increasing incidents of commuter arson to failed rail assets and the practice is considered to be a strategy to enforce the replacement of unreliable infrastructure and ineffective/reactive management controls. The objectives of the research are guided by three fundamental service quality indicators. In order to evaluate these indicators, the research focuses on whether the quality of customer services provided by Metrorail meets commuter expectations, whether commuters rank five dimensions of service quality differently and whether the level of service quality provided is perceived differently amongst the various demographic commuter segments. Service organizations which are highly interactive, labour-intensive, reliant on a number of service providers, required to perform at various locations and have high intensity/volume operations, will be susceptible to failure; Metrorail services fall into this category. The legacy of the apartheid era regime and strategy resulted in poor rail planning and underfunding. Commuter rail operations in South Africa are fraught with a myriad of inadequacies of the past that only now manifest. As a consequence, their ability to operate effectively and efficiently is impaired. The situation is further exacerbated by the global economic crisis of 2008 and the impact of constricted budget allocations by the State to all SOE's which could further impede the interventions and innovation required to improve service quality. The in-depth literature review provided sufficient information relating to a wide array of service organizations similar in nature to Metrorail. This information is translated into useable knowledge and recommendations from which Metrorail can benefit. The research methodology is clearly articulated and the data analysis ensures distinct findings which are discussed in the final chapter. The research undertaken identifies and prioritises the service quality attributes and dimensions that will require redress to improve overall service quality. The findings are clearly defined from which a set of recommendations are suggested.
- Full Text:
- Date Issued: 2009
- Authors: Bosch, Colin
- Date: 2009
- Subjects: Railroads -- Customer services -- South Africa -- Eastern Cape Transportation -- Customer services -- South Africa -- Eastern Cape Railroads -- Quality control -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:744 , http://hdl.handle.net/10962/d1003865
- Description: The aim of this survey is to evaluate the quality of customer service delivery offered by the East London public transport commuter rail service provider Metrorail, a division of the state owned enterprise (SOE) PRASA. The former tolerant rail commuter has become increasingly frustrated at the ever-decreasing quality of rail service delivery. This is evidenced by increasing incidents of commuter arson to failed rail assets and the practice is considered to be a strategy to enforce the replacement of unreliable infrastructure and ineffective/reactive management controls. The objectives of the research are guided by three fundamental service quality indicators. In order to evaluate these indicators, the research focuses on whether the quality of customer services provided by Metrorail meets commuter expectations, whether commuters rank five dimensions of service quality differently and whether the level of service quality provided is perceived differently amongst the various demographic commuter segments. Service organizations which are highly interactive, labour-intensive, reliant on a number of service providers, required to perform at various locations and have high intensity/volume operations, will be susceptible to failure; Metrorail services fall into this category. The legacy of the apartheid era regime and strategy resulted in poor rail planning and underfunding. Commuter rail operations in South Africa are fraught with a myriad of inadequacies of the past that only now manifest. As a consequence, their ability to operate effectively and efficiently is impaired. The situation is further exacerbated by the global economic crisis of 2008 and the impact of constricted budget allocations by the State to all SOE's which could further impede the interventions and innovation required to improve service quality. The in-depth literature review provided sufficient information relating to a wide array of service organizations similar in nature to Metrorail. This information is translated into useable knowledge and recommendations from which Metrorail can benefit. The research methodology is clearly articulated and the data analysis ensures distinct findings which are discussed in the final chapter. The research undertaken identifies and prioritises the service quality attributes and dimensions that will require redress to improve overall service quality. The findings are clearly defined from which a set of recommendations are suggested.
- Full Text:
- Date Issued: 2009
An investigation into causes of success and failure in small businesses within the Department of Social Development in the Eastern Cape
- Authors: Petrus, Henry George
- Date: 2009
- Subjects: South Africa -- Dept. of Social Development , South Africa -- Dept. of Trade and Industry , Small business -- South Africa -- Eastern Cape , Small business -- South Africa -- Eastern Cape -- Growth , Business enterprises -- Economic aspects -- South Africa -- Eastern Cape , Economic development -- South Africa -- Eastern Cape , Job creation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:791 , http://hdl.handle.net/10962/d1003942
- Description: The failure rate of small business initiatives in South Africa is phenomenal, and much is needed to unravel the causes contributing to such failures. Yet small businesses are playing a vital part in our global economy and in particular in terms of job creation and poverty eradication. There are internal as well as external factors that play a significant role in determining the success of these small businesses. In South Africa much emphasis is placed by national, provincial and local governments on small and medium enterprises (SMEs) to drive wealth creation and black economic empowerment. Therefore, an investigation into the factors contributing to the success and failure of SMEs is of vital importance. The South African government’s poverty eradication strategy, which is driven by the Department of Trade and Industry (DTI), allocated funds for job creation programmes as a method to combat poverty and more importantly, to develop young entrepreneurs. Among the seven departments mandated by DTI was the Department of Social Development. Since the birth of the new democracy, this department has transformed from offering a traditional remedial method of service delivery to an integrated developmental approach. This approach included extensive community work, which includes job creation and economic empowerment through the establishment of small businesses. Given the availability of funding, the inability to spend fiscal budgets as per allocation as well as the charity element of receiving involved, it is important to explore whether factors contributing to the success of these SMEs are any different to the traditional business strategies. In this study, the researcher gave special consideration to the social capital element and its contribution in the context of community support as well as the ability of SMEs to become sustainable business ventures over time. The research study aims to highlight unique factors contributing to the success and failures of SMEs established by the Department of Social Development and in doing so hopes to manifest an improved understanding of the management of these SMEs. In chapter one, the researcher gives a brief description of the activities of the Department of Social Development and its mandate to establish SMEs for job creation. A brief explanation regarding the context of the problem that was investigated is also given. Chapter two provides a detailed theoretical overview of the study, focusing in particular on factors contributing to the success and failure of small businesses. In chapter three, the research design and the various instruments used are discussed. Here, emphasis is placed on procedural issues and ethical considerations. The validity and reliability of the research is strongly motivated. In chapter four the research results are discussed. Chapter five aims to discuss the findings of the research with reference to the theoretical overview outlined in chapter two. Lastly, chapter six makes recommendations to the various stakeholders who may benefit from this research. These recommendations are the most important objectives of the research and should add value with regards to the management of SMEs in future, with special reference to the Department of Social Development in the Eastern Cape.
- Full Text:
- Date Issued: 2009
- Authors: Petrus, Henry George
- Date: 2009
- Subjects: South Africa -- Dept. of Social Development , South Africa -- Dept. of Trade and Industry , Small business -- South Africa -- Eastern Cape , Small business -- South Africa -- Eastern Cape -- Growth , Business enterprises -- Economic aspects -- South Africa -- Eastern Cape , Economic development -- South Africa -- Eastern Cape , Job creation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:791 , http://hdl.handle.net/10962/d1003942
- Description: The failure rate of small business initiatives in South Africa is phenomenal, and much is needed to unravel the causes contributing to such failures. Yet small businesses are playing a vital part in our global economy and in particular in terms of job creation and poverty eradication. There are internal as well as external factors that play a significant role in determining the success of these small businesses. In South Africa much emphasis is placed by national, provincial and local governments on small and medium enterprises (SMEs) to drive wealth creation and black economic empowerment. Therefore, an investigation into the factors contributing to the success and failure of SMEs is of vital importance. The South African government’s poverty eradication strategy, which is driven by the Department of Trade and Industry (DTI), allocated funds for job creation programmes as a method to combat poverty and more importantly, to develop young entrepreneurs. Among the seven departments mandated by DTI was the Department of Social Development. Since the birth of the new democracy, this department has transformed from offering a traditional remedial method of service delivery to an integrated developmental approach. This approach included extensive community work, which includes job creation and economic empowerment through the establishment of small businesses. Given the availability of funding, the inability to spend fiscal budgets as per allocation as well as the charity element of receiving involved, it is important to explore whether factors contributing to the success of these SMEs are any different to the traditional business strategies. In this study, the researcher gave special consideration to the social capital element and its contribution in the context of community support as well as the ability of SMEs to become sustainable business ventures over time. The research study aims to highlight unique factors contributing to the success and failures of SMEs established by the Department of Social Development and in doing so hopes to manifest an improved understanding of the management of these SMEs. In chapter one, the researcher gives a brief description of the activities of the Department of Social Development and its mandate to establish SMEs for job creation. A brief explanation regarding the context of the problem that was investigated is also given. Chapter two provides a detailed theoretical overview of the study, focusing in particular on factors contributing to the success and failure of small businesses. In chapter three, the research design and the various instruments used are discussed. Here, emphasis is placed on procedural issues and ethical considerations. The validity and reliability of the research is strongly motivated. In chapter four the research results are discussed. Chapter five aims to discuss the findings of the research with reference to the theoretical overview outlined in chapter two. Lastly, chapter six makes recommendations to the various stakeholders who may benefit from this research. These recommendations are the most important objectives of the research and should add value with regards to the management of SMEs in future, with special reference to the Department of Social Development in the Eastern Cape.
- Full Text:
- Date Issued: 2009
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