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Source: Compiled by the researcher Table 2.5: Measurement of internal service quality using SERVQUAL adaptations industry. One item was discarded during confirmatory factor analysis, resulting in a

Table 2 Source: Compiled by the researcher Table 2.5: Measurement of internal service quality using SERVQUAL adaptations industry. One item was discarded during confirmatory factor analysis, resulting in a

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Note: Internal department employees represent employees from a range of internal departments, for example: Credit cards, Home loans, Personal loans, Vehicle finance Internet banking, Stop cards and Estates. rating of the four constructs in terms of their relevance to the unit of analysis.
Note: Internal department employees represent employees from a range of internal departments, for example: Credit cards, Home loans, Personal loans, Vehicle finance Internet banking, Stop cards and Estates. rating of the four constructs in terms of their relevance to the unit of analysis.
Figure 1.2 outlines the flow of the chapters and is followed by a brief description of the content of each chapter.
Figure 1.2 outlines the flow of the chapters and is followed by a brief description of the content of each chapter.
Figure 2.1 (on the next page) provides an overview of the structure of Chapter 2. It originates from Table 2.1 and reflects the headings and sub-headings used in this chapter. which set out to measure and analyse the four constructs in this study, respectively.
Figure 2.1 (on the next page) provides an overview of the structure of Chapter 2. It originates from Table 2.1 and reflects the headings and sub-headings used in this chapter. which set out to measure and analyse the four constructs in this study, respectively.
22.3: The Schmenner Service Process Matrix Source: Schmenner, 1986:25 Matrix, as illustrated in Figure 2.3.
22.3: The Schmenner Service Process Matrix Source: Schmenner, 1986:25 Matrix, as illustrated in Figure 2.3.
presented in Figure 3.1 illustrates how the research was undertaken in this study.
presented in Figure 3.1 illustrates how the research was undertaken in this study.
framework in Figure 3.1 and reflects the headings and sub-headings used.
framework in Figure 3.1 and reflects the headings and sub-headings used.
Source: Adapted from Malhotra and Birks (2007) (3.2.1), purpose of the study (Section 3.2.2) and the time dimension (Section 3.2.3).
Source: Adapted from Malhotra and Birks (2007) (3.2.1), purpose of the study (Section 3.2.2) and the time dimension (Section 3.2.3).
Source: Adapted from Malhotra & Birks (2007) Research question crystallisation
Source: Adapted from Malhotra & Birks (2007) Research question crystallisation
Table 3.4: Summary of data-collection instruments
Table 3.4: Summary of data-collection instruments
Table 3.11: Classification of correlation coefficient values The relationships between the four constructs in the current study form the basis for Table 3.12: Correlations tested in this study
Table 3.11: Classification of correlation coefficient values The relationships between the four constructs in the current study form the basis for Table 3.12: Correlations tested in this study
Table 4.1: Summary of responses: Classification questions latter two groups reflecting similar percentages. In terms of employment tenure, the
Table 4.1: Summary of responses: Classification questions latter two groups reflecting similar percentages. In terms of employment tenure, the
Table 4.2: Summary: Positions held and regions
Table 4.2: Summary: Positions held and regions
Source: Compiled by the researcher
Source: Compiled by the researcher
‘igure 4.4: Differences between internal service quality and frontline employee service quality
‘igure 4.4: Differences between internal service quality and frontline employee service quality
gure 4.5: Percentage distribution of respondents’ responses: Service climate for the measurement items used to determine service climate.
gure 4.5: Percentage distribution of respondents’ responses: Service climate for the measurement items used to determine service climate.
Figure 4.6: Percentage distribution of respondents’ responses: Frontline employee satisfaction
Figure 4.6: Percentage distribution of respondents’ responses: Frontline employee satisfaction
Table 4.7: Summary of responses: Frontline employee satisfaction
Table 4.7: Summary of responses: Frontline employee satisfaction
re 4.7: Baseline model for frontline employee service quality
re 4.7: Baseline model for frontline employee service quality
e 4.8: Distribution of responses for frontline employee service quality
e 4.8: Distribution of responses for frontline employee service quality
4.9: Baseline model for internal service quality
4.9: Baseline model for internal service quality
Note: Diagonal elements in bold are the square root of Average variance extracted The other values are the inter-construct correlations. Source: Compiled by the researcher
Note: Diagonal elements in bold are the square root of Average variance extracted The other values are the inter-construct correlations. Source: Compiled by the researcher
Figure 4.10: Distribution of responses for internal service quality
Figure 4.10: Distribution of responses for internal service quality
Figure 4.14: Modified model for frontline employee satisfaction Source: Compiled by the researcher Factor loadings: The lowest values for individual item loadings were on Items ES‘ and ES4. In comparison to the loadings on the other items, these loadings were notably lower. Although Item ES3 was the only item which did not meet the recommended minimum value of 0.5, it was decided to drop both ES3 and ES4, ir light of their lower loadings. As reported in Section 4.4.4, the respondents may have been confused by the negative phrasing in these two items, resulting in a distributior of responses incongruous to the distribution of responses on the other four items. of responses incongruous to the distribution of responses on the other four items.
Figure 4.14: Modified model for frontline employee satisfaction Source: Compiled by the researcher Factor loadings: The lowest values for individual item loadings were on Items ES‘ and ES4. In comparison to the loadings on the other items, these loadings were notably lower. Although Item ES3 was the only item which did not meet the recommended minimum value of 0.5, it was decided to drop both ES3 and ES4, ir light of their lower loadings. As reported in Section 4.4.4, the respondents may have been confused by the negative phrasing in these two items, resulting in a distributior of responses incongruous to the distribution of responses on the other four items. of responses incongruous to the distribution of responses on the other four items.
4.21: Modified model fit statistics for frontline employee satisfaction
4.21: Modified model fit statistics for frontline employee satisfaction
Figure 4.15: Distribution of responses for frontline employee satisfaction finalised model, with the mean and standard deviation reflected at the top right. Note: All minimums and maximums are between 1 and 5.
Figure 4.15: Distribution of responses for frontline employee satisfaction finalised model, with the mean and standard deviation reflected at the top right. Note: All minimums and maximums are between 1 and 5.
Table 4.23: _Inter-construct correlations and shared variance Note: Diagonal elements in bold are the square root of Average variance extracted. The other values are the inter-construct correlations.
Table 4.23: _Inter-construct correlations and shared variance Note: Diagonal elements in bold are the square root of Average variance extracted. The other values are the inter-construct correlations.
jle 4.25: Construct relationships and scoring interpreted
jle 4.25: Construct relationships and scoring interpreted
Note: HO is indicative of the null hypotheses. Ha in indicative of the alternative hypotheses.
Note: HO is indicative of the null hypotheses. Ha in indicative of the alternative hypotheses.
Figure 4.16: Final multivariate regression model In Figure 4.16, the multivariate regression findings are reflected in the form of a model. Source: Compiled by the researcher Standardised regression coefficient
Figure 4.16: Final multivariate regression model In Figure 4.16, the multivariate regression findings are reflected in the form of a model. Source: Compiled by the researcher Standardised regression coefficient
Table 5.3: Links between conclusions/discussion and recommendations (SO3)
Table 5.3: Links between conclusions/discussion and recommendations (SO3)
Section 4.6 reported on the empirical findings, which are summarised in Figure 5.1
Section 4.6 reported on the empirical findings, which are summarised in Figure 5.1
The conclusions relating to the correlations are summarised by the strength indicators (strong, moderate, weak, none) below the r-values, which indicate the strength of the six relationships between the four constructs.
The conclusions relating to the correlations are summarised by the strength indicators (strong, moderate, weak, none) below the r-values, which indicate the strength of the six relationships between the four constructs.
Table 5.6: Links between conclusions/discussion and recommendations (P01)
Table 5.6: Links between conclusions/discussion and recommendations (P01)
Thank you for the application for research ethics clearance by the Research Ethics Review Committee of the Department Operations Management for the above mentioned research Congratulations with your colloquium and the final approval of your proposal. Your ethica clearance application was also successful and the decision will be tabled at the next Colleges RERC meeting for notification/ratification.
Thank you for the application for research ethics clearance by the Research Ethics Review Committee of the Department Operations Management for the above mentioned research Congratulations with your colloquium and the final approval of your proposal. Your ethica clearance application was also successful and the decision will be tabled at the next Colleges RERC meeting for notification/ratification.
With reference to the attached letter, as well as the relevant correspondence discussed at the meeting on 28 July 2016 which included Annexure A (introductory letter to the study) and Annexure B (Frontline employee questionnaire), | hereby provide consent for a study to be conducted within my organisation titled:
With reference to the attached letter, as well as the relevant correspondence discussed at the meeting on 28 July 2016 which included Annexure A (introductory letter to the study) and Annexure B (Frontline employee questionnaire), | hereby provide consent for a study to be conducted within my organisation titled:
|am aware that the results of the study, including any personal details, addresses and the name of the organisation in which the study will take place will not be stated in any study reports. | have also been informed that only relevant research team members will have access to the information,
|am aware that the results of the study, including any personal details, addresses and the name of the organisation in which the study will take place will not be stated in any study reports. | have also been informed that only relevant research team members will have access to the information,
APPENDIX C: RESPONDENTS’ CONSENT
APPENDIX C: RESPONDENTS’ CONSENT
Please indicate the degree to which you agree or disagree with the following statements: Now consider the service quality that you feel you deliver to customers at your branch with regards to the tangible aspects.
Please indicate the degree to which you agree or disagree with the following statements: Now consider the service quality that you feel you deliver to customers at your branch with regards to the tangible aspects.
Please indicate the degree to which you agree or disagree with the following statements:
Please indicate the degree to which you agree or disagree with the following statements:
Please indicate the degree to which you agree or disagree with the following statements: Now consider the service quality that you feel you deliver to customers at your branch with regards to reliability
Please indicate the degree to which you agree or disagree with the following statements: Now consider the service quality that you feel you deliver to customers at your branch with regards to reliability
Please indicate the degree to which you agree or disagree with the following statements:
Please indicate the degree to which you agree or disagree with the following statements:
Please indicate the degree to which you agree or disagree with the following statements: Now consider the service quality that you feel you deliver to customers at your branch with regards to responsiveness Consider the service you receive at your branch from other internal departments with regards to responsiveness.
Please indicate the degree to which you agree or disagree with the following statements: Now consider the service quality that you feel you deliver to customers at your branch with regards to responsiveness Consider the service you receive at your branch from other internal departments with regards to responsiveness.
Please indicate the degree to which you agree or disagree with the following statements:
Please indicate the degree to which you agree or disagree with the following statements:
Please indicate the degree to which you agree or disagree with the following statements: Now consider the service quality that you fee! you deliver to customers at your branch with regards to assurance
Please indicate the degree to which you agree or disagree with the following statements: Now consider the service quality that you fee! you deliver to customers at your branch with regards to assurance
Please indicate the degree to which you agree or disagree with the following statements:
Please indicate the degree to which you agree or disagree with the following statements:
Please indicate the degree to which you agree or disagree with the following statements: Now consider the service quality that you fee! you deliver to customers at your branch with regards to empathy
Please indicate the degree to which you agree or disagree with the following statements: Now consider the service quality that you fee! you deliver to customers at your branch with regards to empathy
Please indicate the degree to which you agree or disagree with the following statements:
Please indicate the degree to which you agree or disagree with the following statements:
Service Climate refers to your perceptions concerning the practices, procedures, and kinds of behaviors that get rewarded and supported with respect to customer service and service quality at your branch.
Service Climate refers to your perceptions concerning the practices, procedures, and kinds of behaviors that get rewarded and supported with respect to customer service and service quality at your branch.
Please indicate the degree to which you agree or disagree with the following statements:
Please indicate the degree to which you agree or disagree with the following statements:
Related topics:
BusinessMarketingEmployee SatisfactionEmployee DevelopmentInternal Service QualityService Climate
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