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    Impact of airline service quality on overall and female passengers' satisfaction : a case study of Tonga's domestic aviation market : a 190.893 (120 credit) research report presented in partial fulfilment of the requirements for the degree of Master of Aviation at Massey University, Palmerston North, New Zealand
    (Massey University, 2019) Siu, Analena Talikimuli
    The primary objectives of this thesis are to determine the direct impact of airline service quality on passengers’ satisfaction in Tonga’s domestic aviation market. The determinants of airline service quality were identified by using the SERVQUAL dimensions (assurance, empathy, reliability, responsiveness and tangibles) as measurable indicators. A survey was conducted and 205 questionnaires were collected and analysed. Empirical results obtained via the structural equation modelling (SEM) approach revealed that airline service quality has a direct impact on overall and female passengers’ satisfaction. Furthermore, both overall and female passengers were mostly satisfied with the responsiveness dimension. The tangibles dimension was the dimension with the lowest level of satisfaction for overall passengers and the reliability dimension was the dimension with the lowest satisfaction for female passengers. Importantly, the research highlights the different levels of satisfaction among airline passengers in the monopolistic Tongan domestic aviation market. The findings have implications for the airline management.
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    User and provider perceptions of service quality : an exploratiory study of a professional service : a thesis submitted in partial fulfilment of the requirements of Master of Business Studies at Massey University
    (Massey University, 1991) Kavet, Molly
    This study looks at service quality and its evaluation from users' and providers' perspectives. Applied research is conducted in a hospital diagnostic service, largely because of the high level of interest in issues of quality, and the technical and professional nature within the service. The focus of the study is on examining the development of conceptual frameworks of service quality and carrying out research on service quality in an operational setting. Both qualitative and quantitative research methods are used in this exploratory study. A survey of expectations and perceptions of service quality features is carried out on 74 customers and 7 providers of the service. Written and verbal comments on areas in which service quality may be improved from both groups are collated and coded. A series of survey statements is developed from the literature and from preliminary interviews as indicators of service quality features. Perceptions of customers are examined in relation to both the critical features of the service and perceptions on how the service performed in relation to each feature. The gap analysis is used to compare the views of the provider group with those of the customer group. The findings demonstrate that there are several areas where views are similar between providers and customers. In addition, areas are identified where differences exist between the importance ratings for service quality features and the evaluation of performance of the service in relation to these features. Factors which may influence the extent to which these differences exist are presented. It is suggested that a major reason for these differences is a lack of understanding of the evaluation of service quality and the importance of this evaluation on the strategic positioning of the service. It is concluded that although attention to clinical aspects of quality is important, a heightened awareness of the importance of service quality is needed by health service providers. Action taken by service providers to identify critical quality features and evaluate performance in relation to these features, can create opportunities for increased levels of customer satisfaction and the consequent likelihood of successful adaptation to changing environmental demands.
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    An adaptation and application of the Internal Service Quality Scale (INTSERVQUAL) to the context of a Not for Profit making organisation : a case study of the YMCA Central Region in New Zealand : a research report submitted in partial fulfilment of the requirements for the degree of Master of Quality Systems, Massey University
    (Massey University, 2016) Hove, Simplisio
    An organisation's effectiveness depends on the activities of each department, each person at each level working co-operatively because each department or person at each level is an internal customer ot supplier of products or services to each other. To date most studies have focused on how external clients perceive the quality of service provided by organisations. The five dimensions of service quality (SERVQUAL) tangibles, assurance, reliability, responsiveness and empathy have become a standard for evaluating service quality from the end consumer's perspective. Little research has been carried out to identify and measure internal service quality. These are services designed, produced and delivered from one unit or employee to other units and employees within the organisation. Studies have shown that if the internal service satisfies the internal customer there is a greater chance of the organisation being able to meet the needs of its external customer. With growing interest in internal service quality a number of researchers have suggested that external service quality dimensions apply to internal service quality value chains irrespective of industry. However this transferability to a Not for Profit commuity organisational setting is yet to be proved empirically. This study investigated YMCA Central region, a Not for Profit organisation (NPO) operating in New Zealand with its head office in Wanganui. The study sought to establish the key service quality dimensions of the organisation's internal customers, adapt and apply the SERQUAL scale to measure the internal customer's perception of the service they receive from different departments within the organisation, assess strengths and weaknesses of internal service delivery in the organisation and make suggestions for future research. The study concluded that the Internal Service Quality scale is both transferable and adaptable in its original SERVQUAL form for the purpose of measuring the internal service environment of an NPO. Future research should aim at larger sample sizes for better analysis and should expand its qualitative inquiry on the definition of internal service quality at every hierarchical level within the organisation
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    Help desk support models : a thesis presented in partial fulfilment of the requirements for the degree of Master of Information Systems at Massey University, Palmerston North, New Zealand
    (Massey University, 2005) Yap, Dora A Y
    In the early 1980s some clerical workers, engineers and a few so-called "leading edge" managers and professionals started to use computers in their daily jobs. This is in contrast to today's office environment where the computer is the standard desktop equipment in most offices. In response to the increasing demand for support of this desktop equipment, Help Desks were formed. Help Desks have since become an important function of the organisation and have been the subject of much research on topics such as the ratio of Help Desk staff to users, the prescriptions and functions of Help Desks, and user satisfaction with Help Desk support. This research investigates the efficiency of the Second Level Help Desk Support Models, and user satisfaction rates for these models. This study focused on surveying a large financial organisation in New Zealand in order to find out if the In-house Help Desk Support Model has a higher level of user satisfaction or is more efficient than the Outsourced Help Desk Support Model. Overall, the results of the survey showed that there is no difference between the In-house and the Outsourced Help Desk Support Model in end user satisfaction and efficiency. Both statistical and qualitative studies supported these conclusions. As this survey was exploratory in nature, there is opportunity for researchers to explore and expand this research to cover a wider group of end users across different industry types, ranging from large corporations to small or medium-sized companies.
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    Application of internet technologies to customer support services: a thesis presented in partial fulfilment of the requirements for the Master of Technology at Massey University
    (Massey University, 1999) Ramsay, Nigel James
    The topic of this thesis was first proposed by the management of IBM New Zealand. One of the major products of IBM in New Zealand is called the Integrated Customer Management System, or ICMS. This is a software package that is sold to telecommunications companies worldwide. The ICMS product is currently undergoing a major upgrade which would see it converted from an RPG based application that is based on AS/400 type computers, to a C++ based application that would run on RS/6000 type computers (server) and Intel x86 computers (client). What was proposed was a course of research that would study how Internet based technologies could be applied in the future use of this newly upgraded product.
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    Emerging passenger preferences in an era of global deregulation : a thesis presented in partial fulfilment of the requirements for the degree of Masters of Aviation at Massey University
    (Massey University, 2004) Goodall, Brad
    This thesis draws on insights and practices of the complex nature and workings of the aviation and airline industry respectively. This is followed by an assessment on the effects global deregulation has had on the industry, airlines and their passengers. The impact weak demand for air travel resulting directly from a sluggish economy, the outbreak of war, terrorism and world health scares is also investigated. The thesis then moves into an examination of airline passengers and how airlines attempt to categorise them. In particular it gives a perspective into the new nature of leisure and business passengers. Different airline business models are also discussed through an in-depth analysis of the organisational frameworks by which they operate. Increased levels of competition throughout the industry have reinforced the need for airlines to develop their business model to the characteristics of their target market to achieve differentiation and competitive advantages. The core issue surrounding this thesis is then discussed and focuses on exactly what passenger preferences are for different products and service amenities. The importance of discovering these preferences has become vital with airlines budgets at an all time low finding the satisfaction that matters while keeping the customer profitability satisfied has become that much greater. This involves looking at the value placed in the various products and services and subsequently the cost involved to the airline. The combination of these products and services are then examined and the trade off's passengers make when choosing between alternative airlines. This helps airlines add or remove any product discrepancies to ensure passengers remain attracted, satisfied and loyal all while remaining competitive and profitable. The thesis then details passenger complaints and service recovery along with other strategies implemented by airlines to keep their passenger loyal. This is proving to become an increasingly difficult task to achieve as both leisure and business passengers appear to switch between brands to the one offering the best deal at that point of time. The final topic of discussion relates to the future impact of budget carriers dedicated solely to the long haul market and the popularity of the new generation Airbus A380 among airlines and their passengers.
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    Students as our customers, a paradigm shift : a study of the changing focus for polytechnics as a result of the tertiary education reforms : being a thesis submitted in partial fulfilment of the requirements of the degree of Master of Educational Administration at Massey University
    (Massey University, 1997) Fulljames, Terence John
    Tertiary Education in New Zealand has undergone major reform since 1990. The fourth Labour Government of the mid 1980's with its New Right philosophy made the whole New Zealand economy more market driven and this included education. New legislation was passed in the form of the Education Act 1989 and the Education Amendment Act 1990. The National Government elected in October 1990 continued the reforms which included a student loan scheme and changes to the bulk funding regime. This thesis seeks to identify those aspects of the tertiary reforms which have had a significant impact on polytechnics and explains their effects. In particular it considers aspects of the philosophies of customer service, service quality and customer expectation which come from this business perspective and also seeks to determine how this market orientation fits into the context of tertiary education. A case study approach using qualitative and quantitative methods of data collection was adopted for this research and seeks to identify whether the customer service paradigm has impacted on one large urban polytechnic. Two faculties in this polytechnic were used for the case study, and staff and students were surveyed and interviewed, to determine whether customer need and expectation were being met in some key areas identified by student focus groups. The results of the case study reveal that there has been a paradigm shift in the polytechnic studied and students are being recognised as customers of the institute. The findings of this research reveal four major themes which are discussed in the context of the interview transcripts, survey data and supporting literature. The first shows the influence that the government's drive for efficiencies and cost effectiveness has had on polytechnic teaching strategies as well as institutions needing to meet the expectation of its major customers: the students. The second finding is that the greater autonomy the tertiary reforms gave to polytechnics to develop their own academic programmes through to degree level, is in fact under threat from the stringent approval and accreditation procedures set by NZQA; the influence of the National Qualifications Framework; and the need for polytechnics to determine their customers' needs, be they students and/or industry. Thirdly there is a dilemma faced by institutions in trying to find a balance between providing the raft of facilities and services their customers need and expect, with the financial constraints of bulk funding and acceptable fee levels. Finally the results show that the primary marketing tool of the institution is student satisfaction with the education received and services provided. This is communicated by word of mouth and at no cost to the institution and outweighs the influence of expensive marketing strategies.