Search results

A growing public concern among South African citizens is that of corruption in law enforcement, an awareness of which causes significant tension in the community – police relationship. The purpose of this paper is to investigate how law enforcement corruption influences service delivery satisfaction and public trust.

Data from the Victims of Crime Survey 2013/2014 for all nine provinces in South Africa were utilised, yielding a final sample of 25,605 respondents. By means of standard multiple-regression analysis, the study established that corruption statistically significantly influence service delivery satisfaction and public trust.

The demographic variables that statistically significantly influenced the aforementioned dependent variables were province, population group and age. Gender and religion were not found to influence law enforcement public trust and service delivery satisfaction significantly.

It is recommended that the findings be used to stimulate public debate and renew efforts to curb law enforcement corruption specifically by emphasising police integrity.

Limited empirical evidence can be found on the influence of law enforcement corruption on service delivery satisfaction and public trust especially in South Africa where police corruption is a serious concern. Determining the consequences of perceived corruption underscore the importance thereof and will renew efforts to curb as such the prevalence thereof.

The case study of South Africa could provide valuable lessons not only for South African policy makers but for other countries perilled by high crime rates, a lack of public trust and social segmentation.

Limited empirical evidence could be found on the influence of law enforcement corruption on service delivery satisfaction and public trust especially in South Africa where police corruption is a serious concern.

The purpose of this paper is to analyze citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa. The municipality consists of three local municipalities, Lesedi, Emfuleni and Midvaal.

The sampling procedure was carefully designed, taking into account the spatial distribution of the population in the Sedibeng district municipality and the three local municipalities. A structured sample of 1,000 respondents was used for the study and descriptive and inferential statistics approaches were used. The focus was on citizen satisfaction with public service delivery in health care, housing, water, electricity, solid waste removal, community services or overall physical appearance of the community, cutting crimes and job creation.

Respondents are most dissatisfied with roads maintenance, government efforts to create jobs and reduce crime. Respondents from Emfuleni local municipality hold more positive feelings about public service delivery in the area of water, electricity, and solid waste. Their most negative feeling is in the area of job creation, roads and the municipality's efforts in cutting down on crime. On balance, respondents from Lesedi hold positive feelings about public service delivery only in the area of water and electricity supplies. Similarly, their most negative feelings are in the area of job creation, roads, and the municipality's efforts in cutting crime. Respondents from Midvaal do not hold positive feelings about public service delivery in their local municipality. Similar to other two local municipalities, their most negative feelings are in the area of job creation, roads, and the municipality's efforts in cutting crime. Overall, the most negative sentiment about public service delivery has been expressed by respondents from Midvaal, followed by Emfuleni and Lesedi.

It is important for public service delivery in Sedibeng municipality to improve so that citizens' public confidence can rise.

Throughout Africa, governments have been entrusted to finance and provide basic services such as health, education, telecommunications, safe water and modern sanitation. Adequate access to these services enhances development. Public services are a key determinant of quality of life that is not measured in per capita income. They are also an important element of any poverty reduction strategy. Thus, improving public service delivery is one of the biggest challenges in the continent.

The purpose of this paper is to discuss citizen participation in public service delivery protests in the Sedibeng district municipality of South Africa. The municipality consists of three local municipalities: Lesedi, Emfuleni and Midvaal.

A structured sample of 1,000 respondents was used in the study. The descriptive and inferential statistics approaches were applied to understand the root causes of the protests.

Overall, the average level of satisfaction with public service delivery is quite low. Service delivery protest participants opine that doing so is the only way of getting things done in the municipality. The overwhelming opinion of respondents is that the councillors are unresponsive.

Public service delivery in Sedibeng municipality must improve so that citizens' confidence in municipal governance can rise. Sedibeng municipality should urgently improve the socio‐economic conditions in the communities and should prioritise crime prevention, job creation and development for young people. Health care delivery is important to long‐term residents. Government should ensure that all allegations of corruption and maladministration are speedily and transparently dealt with, without fear or favour.

Studies that provide insight into citizen participation in public services delivery protests in Africa are very few and so this study makes an important contribution to our understanding of this important field.

In an effort to better understand value-oriented general attendees, the purpose of this paper is to propose and empirically test a comprehensive model to examine the effect of three factors of service quality in exhibitions (i.e. service product, service environment and service delivery) on satisfaction through three factors of perceived value (i.e. emotional value, economic value and social value).

A confirmatory factor analysis was performed to determine key factors in exhibition service quality, perceived value and satisfaction. A structural equation modeling was conducted to analyze the causal relationships among the factors.

The empirical results indicated that service product and service environment were significantly and positively associated with all factors of perceived value, which in turn significantly influenced satisfaction. Service delivery, however, was associated only with emotional value. On the other hand, all three factors of perceived value significantly influenced general attendees’ satisfaction. The findings indicated perceived value as an important mediator between exhibition service quality and general attendees’ satisfaction.

Clearly identifying specific trajectories from service quality to satisfaction through distinct perceived values can be a stepping stone to establishing effective and efficient marketing strategies for general attendees and customizing for their needs. The distinct and clear associations between service quality and perceived value can help exhibition organizers and practitioners understand the process of determining general attendees’ overall satisfaction.

The first purpose of this study is to identify the suitability of a framework that includes ADEPT (i.e. ambience, delivery, environment, product and technology) service quality constructs, distinct perceived value and customer satisfaction. The second purpose is to not only observe specified connectivity in a comprehensive and complex structural model but also reveal key mediators for better linkages. The third purpose is to detect any moderating effects of the knowledge-learning experience between ADEPT constructs and satisfaction.

The causal relationships, mediating effects and moderating effects were analyzed using partial least squares-based structural equation modeling (PLS-SEM).

Based on the ADEPT value-added framework, the higher the ADEPT service quality constructs, the more satisfied the general attendees are through the distinct mediating role of perceived value. Moreover, the influence of service delivery on satisfaction is strengthened with high-level knowledge-learning experiences.

The optimized fit of the ADEPT service quality constructs that are significantly linked to distinct perceived value was theoretically conceptualized and empirically identified in this work. The complex connections and degrees of significant influence throughout the entire process of the ADEPT constructs, distinct perceived value and satisfaction serve here as the basis (i.e. framework) for establishing strategic marketing management in exhibitions. Furthermore, the knowledge-learning experience acts as a key moderator to further increase satisfaction.

The purpose of this study is to explore the private general practice (GP) clinics' service environment, patients' satisfaction and their impact on word of mouth (WoM) for others for future treatment in GP clinics.

Data are collected from 367 respondents using a paper-based survey questionnaire. Partial least square (PLS) is used to evaluate the proposed model and hypotheses relationships.

The findings reveal that ambience and service delivery have a high significant influence on patients' emotional satisfaction (β = 0.27, t = 4.31, p = 0.00) and (β = 0.26, t = 4.81, p = 0.00), respectively, while interior décor has a positive and significant influence on satisfaction (β = 0.13, t = 1.98, p = 0.04). The results indicate that exterior design and cleanliness are not associated with satisfaction. Patients' emotional satisfaction is highly related to WoM (β = 0.55, t = 13.44, p = 0.00). The results also show that emotional satisfaction has a significant mediating effect on the relationship between clinic service environments (ambience, interior décor, service delivery) and WoM (β = 0.15, t = 3.94, p = 0.00), (β = 0.073, t = 3.94, p = 0.04), (β = 0. 0.143, t = 4.13, p = 0.00), respectively.

The study will provide insights regarding Malaysian health consumers' perceptions toward GP clinics' service environment, whether they remain utilitarian or have evolved to entail hedonic appreciations. The contribution to the service environment could be adopted by future health-care studies, particularly those intended to examine GP clinics and other clinic-based institutions.

The purpose of this research is to provide a comparison of customer satisfaction of two largest US parcel delivery companies, the UPS and FedEx.

The paper is contrast the overall customer satisfaction and five critical factors (availability, responsiveness, reliability, completeness, and professionalism of service) that directly affect customer satisfaction for these two parcel delivery companies. Written questionnaire responses from university departments/units in the USA were collected and used for the comparison analysis. An independent samples t‐test was used to compare the ratings of customer satisfaction of these two parcel companies.

The paper find's no significant differences in the ratings of service quality of that these two parcel delivery companies provide with respect to both incoming and outgoing mail. The results of this research suggest that the similarity in ratings of service quality of these two companies explain their equally dominant positions in the parcel service industry.

The survey subjects only include units/departments within universities, with most of the participants located in Nebraska. By expanding the total number of surveys to include more industries and locations, this research could provide additional insight into the parcel service industry and customer satisfaction. Additionally, price of parcel delivery service was not included as a factor impacting customer satisfaction. Price of service may play an important role in customers' selection of parcel carrier.

Findings of this research provide customers insights into the service quality of parcel delivery companies in order for them to make a choice of which carriers to use.

This research study investigates the factors that influence e-customer satisfaction, e-trust, perceived value and consumers repurchase intention in the context of the B2C e-commerce segment. It investigates the mediation effect of e-customer satisfaction, e-trust and perceived value on repurchase intention. It also examines the moderating role of prior online experience.

Based on the adapted questionnaire, pre-recruited enumerators collected the data from five leading business universities of Karachi. They distributed 425 questionnaires and received 415 questionnaires. The study has used Partial Least Square-Structure Equation Modeling (PLS-SEM) technique for data analysis.

We have tested 20 hypotheses, of which our results do not support five, including two direct, two mediating. Our results support all the direct hypotheses except the following two: (1) delivery service affects e-satisfaction (2) customer services quality effect on trust. We did not find support for the following two mediating hypotheses (1) e-satisfaction mediates delivery services and repurchase intention, (2) service quality mediates customers' service quality and repurchase intention. Our results do not support one moderating relationship. Prior online experience moderates e-perceived value and repurchase intention.

This research provides valuable information to the online retailers of B2C e-commerce, which can help them make strategies based on their consumers' behavior and encourage them to make repeat purchases from online retailing stores. It allows future researchers to replicate the model in cross-cultural studies in different product categories.

We have examined the moderating effect of prior online experience between (e-satisfaction, e-trust and perceived value) on the repurchase intention.

This paper presents a two‐dimensional model of service process that is linked to customer encounter satisfaction and is modified by a customer’s perceptual filters, including brand image and customer mood. The first dimension is comprised of fixed (structural) descriptors, while the second dimension consists of variable (situational) descriptors. The proposed model delineates eight descriptors in each dimension. Their origin in the services marketing literature is explained. The model suggests that service process and a customer’s perceptual filters both have a direct influence on encounter satisfaction. The utility and limitations of the proposed model are discussed.

Companies in diverse branches offer a variety of service alternatives that typically differ in terms of the degree to which customers are actively involved in service delivery processes. The purpose of this paper is to explore potential differences in consumers’ reactions to service failures across services provided by a service employee (i.e. full-services) and services that require customers’ active involvement (i.e. self-services).

Two 2 (full-service vs self-service) × 2 (no service failure vs service failure) scenario-based experiments in technological and non-technological contexts (i.e. ticket purchase and furniture assembly) were conducted.

Study results reveal that although service failures have a similar negative impact on satisfaction across both full-services and self-services, in the self-service context, the negative effect on the willingness to use the same service delivery mode again is attenuated.

By emphasizing the role of customers’ active involvement in the service delivery process, the study extends previous knowledge regarding customer response to service failures in different service settings.

By highlighting that self-service customers’ future behavioral intentions are less severely affected by service failures, the authors present an additional feature of customer involvement in service delivery processes that goes beyond the previously recognized advantages.

Despite the abundance of research on the effects of failure attributions, previous studies have predominantly examined main effects of attributions on customer responses, such that insights into potential moderating effects of failure attributions on established relationships – as investigated in this study – are still scarce.