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Klintorintasie van verkoopspersoneel binne 'n kleinhandelswinkelgroep

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dc.contributor.advisor Rothmann S, Dr en
dc.contributor.author Rawlins EM en
dc.date.accessioned 2016-09-22T07:18:27Z
dc.date.available 2016-09-22T07:18:27Z
dc.date.submitted 2000 en
dc.identifier.uri http://hdl.handle.net/20.500.11892/12851
dc.description.abstract Product and service delivery have a direct impact on the existence and growth of any business, specifically the retail industry. The above-mentioned statement is relevant to the South African scenario, not only because of the economical turmoil within the retail sector, but also due to the low quality of service generally delivered in South Africa. The aim of the study was to conceptualize customer service through the literature study and to determine the expectations and perceptions of store managers in and customers of a retail group on customer service. In the literature studied the focus was on customer service. Service quality was defined as the discrepancy between customer's expectations and their perceptions. The role of service expectations and perceptions in the evaluation of service quality was then investigated further. During the empirical investigation the Service Quality (SERVQUAL) questionnaire was used to identify and clarify the expectations and perceptions of store managers and customers of a specific retail group. The empirical investigation firstly involved the total population of 61 store managers, and secondly the client-base of the John Craig retail group. A stratified random sample was drawn from the customer population. The results indicate that all four dimensions, namely personal attention, reliability, tangibles and comfort as measured by the SERVQUAL questionnaire were rated high as indicators of customer service expectations for the ideal men's apparel store. The perception of the current quality of service delivered in John Craig stores were also rated reasonably high by both groups but discrepancies clearly exist between service expectations and the perceived level of service in the John Craig stores. Suggestions for further research are made in the conclusion. en
dc.language Afrikaans en
dc.subject Psychology en
dc.subject Industrial psychology en
dc.title Klintorintasie van verkoopspersoneel binne 'n kleinhandelswinkelgroep en
dc.type Masters degree en
dc.description.degree MCom en

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