Suchergebnisse

Government institutions need to assess how well they meet the needs of their customers, and what their customers think about the quality of the services they provide. This is aligned with the 'Batho Pele' principle of the South African government. The SERVQUAL scale, augmented with a qualitative survey, was used to determine how the National Home Builders Registration Council (NHBRC) is perceived by its clients, which key factors drive such perceptions, and whether the perceptions are consistent across the different client groups of this regulatory institution. The complementary role of qualitative data in illuminating issues driving quantitative results is highlighted. Service quality scores are computed for the NHBRC. The convergence of opinions of different customer groups was studied using correlation analysis. The significance of service quality perception gaps was tested using the multivariate analysis of variance, and the reliability of the SERVQUAL scale was examined using exploratory factor analysis. It was observed that by improving the feedback mechanism of the NHBRC, their clients' customer service quality perceptions could be enhanced. ; Staatsinstansies moet vasstel hoe goed daar voldoen word aan die verwagtinge van hulle kliënte en wat die opinie van hulle kliënte is aangaande die kwaliteit van die diens wat gelewer word. Dit is belyn met die 'Batho Pele'-beginsel van die Suid-Afrikaanse regering. Die SERVQUAL-skaal , aangevul met 'n kwalitatiewe opname, is gebruik om te bepaal hoe die NHBRC waargeneem word deur sy kliënte, watter faktore hierdie persepsies skep en of die perspesies konsekwent voorkom in die verskillende kliënte-groepe van hierdie regula-toriese instansie. Die komplimentêre rol wat kwalitatiewe data speel om lig te werp op die kwantitatiewe resultate word uitgewys. Verskeie statistiese metodes is aangewend om onder meer die konvergensie van opinie, die betekenisvolheid van diensgapings en die betroubaarheid van die SERVQUAL-skaal te ondersoek. Daar is gevind dat verbeterde ...

Poverty is one of the major challenges facing democratic South Africa. This article focuses on poverty in South Africa, using the Income and Expenditure Survey conducted in 1995 by Statistics South Africa (formerly the Central Statistical Service). In the first part different approaches that can be followed in the measurement of poverty are discussed. In the second part, Sen's approach to the measurement of poverty and the Chi-square Automatic Interaction Detection (CHAID) technique have been used to analyse the above data. CHAID is used to explore the relationship between the poverty status of the household (ie poor or non-poor) and other household characteristics. These variables can then be used as predictor of poverty status. (Dev South Afr/DÜI)

Although income-based poverty focuses on an important dimension of poverty, it only gives a partial picture of the many ways in which human lives can be blighted. This study focuses on deprivations in terms of the most basic needs, such as access to safe water and sanitation. Policy makers and other people usually ask, "With the new government in place, has poverty become worse or are we winning the fight against poverty?". The study seeks to investigate if there have been improvements in the situation in South Africa between 1995 and 1999. The October Household Surveys conducted in 1995 and 1999 are used in the study. The t-test is used to assess the statistical significance of the changes. (Dev South Afr/DÜI)