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Title: Investigating internal service quality at Durban University of Technology Writing Centres
Authors: Nhari, Sibongile Ruth 
Keywords: Service Quality;Satisfaction;Internal Customer
Issue Date: 2017
This research investigated internal service quality perceptions held by DUT Writing Centre tutors. This research is important because literature is indicative of the fact that internal service quality is a precursor to external service quality. The study employs a mixed method approach. An adapted SERVQUAL Battery termed by Frost and Kumar (2000) as INTSERVQUAL was used to gather the quantitative data. The qualitative data was from a secondary source which was focus group discussions and was analysed using thematic analysis. This study utilised the survey method and a census was conducted to investigate the service quality dimensions.

The quantitative results were analysed by use of descriptive and inferential statistics by SPSS 24 program. Five dimensions being reliability, responsiveness, assurance, empathy and tangibles were measured by the instrument and a GAP analysis of the expectation and perception scores was done. It was found that the highest gap was in the tangibles dimension and the lowest gap in the reliability dimension. The research objectives were as follows:

• To determine Writing Centre tutors’ expectations of internal service quality at DUT writing centres;
• To evaluate Writing Centre tutors’ perceptions of internal service quality at DUT writing centres;
• To identify gaps between expectations and perceptions of internal service quality at DUT writing centres; and
• To identify customer service expectations and perceptual differences in relation to biographical variables in the population.
Submitted in fulfillment of the requirements for the degree Master in Philosophy Public Management, Durban, University of Technology, Durban, South Africa, 2017.
Appears in Collections:Theses and dissertations (Management Sciences)

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