Validering van 'n gerekenariseerde simulasietegniek vir die meting van kliëntediensvaardighede

Abstract

Gehaltediens lei tot effektiwiteit in enige organisasie. Die meting hiervan behoort 'n prioriteit te wees, maar geskikte, gevalideerde, wetenskaplike meetinstrumente hiervoor bestaan nie. Die algemene doel van die navorsing was die validering van 'n gerekenariseerde simulasietegniek ("Business Principles Orientation") vir die meting van klientediensvaardighede. In die literatuuroorsig is klientediens gedefinieer en vyf dimensies van gehaltediens gei:dentifiseer. Deur empiriese navorsing is die gerekenariseerde simulasietegniek ("Business Principles Orientation") se meting van klientediensvaardighede bepaal, deur dit afte neem op 'n steekproef van 28 kassiere in 'n supermark. Hierdie instrument is gekorreleer met die Servqual-vraelys. Die resultate dui op 'n swak verband tussen die veranderlikes van die Servqual-vraelys en gerekenariseerde simulasietegniek. Hiervolgens is die gerekenariseerde simulasietegniek en die ontwikkelingsverslag wat dit verskaf, nie geldig in die meting van klientdiensvaardighede nie. Aanbevelings ten opsigte van die instrument se verdere verfyning en navorsing word geformuleer.

Quality service leads to effectiveness in any organisation. The measurement of effectiveness should be a priority, but suitable, valid and scientific measurement instruments for this purpose does not exist. The general aim of the research was the validation of a computerized simulation technique ("Business Principles Orientation") for the measurement of client service skills. In the literature survey, quality service was defined and five dimensions of quality service identified. In the empirical research the measurement of client service skills through the use of the computerized technique ("Business Priciples Orientation"), was determined by testing it on a sample of 28 cashiers from a supermarket. This instrument was correlated with the Servqual-questionaire. The results show little correlation between the variables of the Servqual questionaire and computerized simulation technique. In terms hereof the computerized simulation technique and development report that it provides, is not valid in the measurement of client care skills. Recommendations for further refinement and research pertaining to this instrument is formulated.