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Title: A longitudinal study of customers perceptions of their confidence in, and satisfaction with, the South African sugar association cane testing service division
Authors: Naidoo, Gonaseelan
Keywords: Consumer satisfaction--South Africa;Sugar trade--South Africa--Quality control;Consumer satisfaction--Dissertations, Academic;Consumer satisfaction--Research
Issue Date: 2004
Customer satisfaction is a critical component of a business’ competitive strategy. The Cane
Testing Service (CTS) division of the South African Sugar Association is operating in a
deregulated market environment and thus has to ensure that customers are always satisfied
with the quality of service received from CTS.

This study aimed to establish the change in customer satisfaction levels between 1998 and
2003. The study set out to determine customer satisfaction levels with specific customer
groupings of combined millers and growers, millers-only and growers-only of all fourteen
Mill Group Boards. The study investigated customer satisfaction levels for each of the
sixteen service characteristics for the fourteen Mill Group Boards.
Thesis (M.B.A.)-Business Studies Unit, Durban Institute of Technology, Durban, South Africa, 2004
Appears in Collections:Theses and dissertations (Management Sciences)

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