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An approach to service delivery in the government sector

Mahloane, Lerato - 2009

customer demand for quality services have virtually forced the Department of the Premier: Orgnisational Development to adopt … the concept of quality in every aspect of the business.The Department of the Premier: Orgnisational Development is the …

Persistent link: https://www.econbiz.de/10009447173

Differential impact of social influence in the hospitality encounter

Butcher, Ken - In: International Journal of Contemporary Hospitality Management 17 (2005) 2, pp. 125-135

social comfort are compared with perceived core service quality to determine the greatest influence on repurchase intentions … influence on repurchase intentions for the initial visits to the café, but after 11 visits only perceived core service quality …

Persistent link: https://www.econbiz.de/10014762699

Service delivery in one-stop government portals : observations based on a market research study in Queensland

Peters, Christoph; Kohlborn, Thomas; Korthaus, Axel; … - 2011

New government service delivery models based on a “franchise” metaphor are being proposed recently to allow more citizen-centric service delivery by decoupling the government’s internal departmental structure from the way services are presented and delivered to citizens. In order to...

Persistent link: https://www.econbiz.de/10009437804

The importance of educational service quality for customer satisfaction and organizational reputation

Ramovš, Marjeta; Milfelner, Borut - In: Naše gospodarstvo / Our Economy 69 (2023) 2, pp. 29-40

This paper aims to enhance the understanding of the concepts of service quality, customer satisfaction with service … no significant difference between perceived and expected service quality. However, a positive relationship was found … between customer satisfaction and three subconstructs of perceived service quality. Also, a significant positive correlation …

Persistent link: https://www.econbiz.de/10014520576

Electronic sensors to monitor functionality and usage trends of rural water infrastructure in Plateau State, Nigeria

Sharpe, Taylor; Iribagiza, Chantal; Iorkumbur, Emmanuel; … - In: Development Engineering 7 (2022), pp. 1-15

Internet-connected sensor technologies have recently been used to monitor water service infrastructure in remote settings. In this study, 397 groundwater pumps were observed in Plateau State, Nigeria over 12 months in 2021. Two hundred of these sites were instrumented with remotely reporting...

Persistent link: https://www.econbiz.de/10014558477

The implementation of human resource development strategy for total quality management within the Department of Correctional Services : focus on Groenpunt management area / Tsholo...

Nhlapo, Tsholo Mzawazi Solomon - 2010

, emphasizing on Human Resource Development Strategy for Total Quality Management within the Department. The research methods … hypothesis that the effective implementation of human resource development strategy may lead to efficient total quality …

Persistent link: https://www.econbiz.de/10009455971

An integrated approach to service delivery at Ekurhuleni Metropolitan Municipality / Mamoitoi Annathia Sebiloane

Sebiloane, Mamoitoi Annathia - 2010

Within the South African framework of transition, constitutional development andof the Municipal Systems Act of 2000, the Integrated Development Planning andbudgeting processes represent a significant shift away from past planning approaches in South Africa. Hitherto, planning systems were...

Persistent link: https://www.econbiz.de/10009456110

The impact of strategic decisions on construction client satisfaction: an assessment framework

Cheng, Jianxi - 2008

. Findings of a detailed literature review revealed that client satisfaction atany stage depends as much on the service quality … including DesignApproach, Procurement and Implementation predict better the outcomes of service quality and hence higher levels … satisfaction bystrongly influencing the performance of service quality although causality cannot beassumed. It is recommended that …

Persistent link: https://www.econbiz.de/10009458978

The management of firm specific resources as a source of competitive advantage

Burton-Taylor, Sarah - 2004

This study is about helping managers identify and enhance the idiosyncratic firm resources required for delivering superior perceived use value to customers. Specifically, the research has focused on the organisational knowledge required for routinised service delivery, and has operationalised...

Persistent link: https://www.econbiz.de/10009463025

The relationship between Internet use and perceived performance in retail and professional service firms

Drennan, Judy; McColl-Kennedy, Janet R. - 2003

lnformation technology (IT) and, in particular, the Internet is dramatically impacting on the services sector. This paper specifically investigates the relative impact of several forms of internet use on perceived performance for two groups of service organisations - retail service firms and...

Persistent link: https://www.econbiz.de/10009483241