Please use this identifier to cite or link to this item: https://hdl.handle.net/10321/5200
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dc.contributor.advisorXulu-Gama, Nomkhosi-
dc.contributor.authorThusi, Cynthia Zibuyileen_US
dc.date.accessioned2024-03-12T13:02:00Z-
dc.date.available2024-03-12T13:02:00Z-
dc.date.issued2023-
dc.identifier.urihttps://hdl.handle.net/10321/5200-
dc.descriptionSubmitted in fulfilment of the requirements for the degree of Master of Management Sciences Specializing in Human Resource Management at the Durban University of Technology, Durban, South Africa, 2023.en_US
dc.description.abstractThe Eskom Academy of Learning in KZN (KwaZulu-Natal) occupies the role of Learning and Development; therefore, it provides training to employees for the sole purpose of closing the competency gap by building a highly skilled workforce that will meet the strategic objectives of the organization. The main purpose of this study was to assess the services delivered by Eskom Academy of Learning, with a particular focus in Eskom KZN. The three objectives of the study were to assess customer satisfaction from the services delivered by Eskom Academy of Learning KZN, to identify areas of improvement within Eskom Academy of Learning KZN and to recommend practical strategies for enhancing customer service in Eskom Academy of Learning KZN. This study used a mixed methods approach to conduct the survey. The target population was 185 Eskom employees for quantitative survey and 5 senior managers for qualitative survey. This included male and female students employed within Task Grading T05-E Band. Two data collection instruments were developed for the study, to satisfy the requirements of the design. Following the online questionnaire, which was structured on a five-point Likert scale, in-depth personal interviews were conducted. To select participants for the quantitative data collection, the researcher used systematic random sampling. Quantitative data analysis was conducted first, using the Statistical Package for the Social Sciences (SPSS) version 28.0; while thematic analysis was used to analyse data obtained from interviews. The results indicated that the Eskom Academy of Learning has been effective in meeting its goals, indicated by a significant level of satisfaction among employees. The findings further revealed the determinants of customer satisfaction. While the academy has largely been able to satisfy the employees, information gathered from the interviews identified areas that require improvement. Four main strategies are suggested for the improvement of customer service in Eskom Academy of Learning, namely: fostering a culture of customer satisfaction surveys, being aware of the business training needs through Individual Development Plans, proactive planning of training interventions and conducting on-job post assessments to determine if training received was relevant and effective.en_US
dc.format.extent104 pen_US
dc.language.isoenen_US
dc.subjectCustomer satisfactionen_US
dc.subjectEskomen_US
dc.subjectService deliveryen_US
dc.subject.lcshConsumer satisfactionen_US
dc.subject.lcshEskom (Firm)--Employees--Training of--South Africa--KwaZulu-Natalen_US
dc.subject.lcshElectric industry workers--Training of--South Africa--KwaZulu-Natalen_US
dc.subject.lcshEskom (Firm)--Consumer servicesen_US
dc.subject.lcshPerformanceen_US
dc.titleAssessing customer satisfaction from the services delivered by Eskom Academy of Learning (EAL) : a case study of Eskom KwaZulu-Natal Operating Uniten_US
dc.typeThesisen_US
dc.description.levelMen_US
dc.identifier.doihttps://doi.org/10.51415/10321/5200-
local.sdgSDG12en_US
item.openairetypeThesis-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.grantfulltextrestricted-
item.cerifentitytypePublications-
item.languageiso639-1en-
item.fulltextWith Fulltext-
Appears in Collections:Theses and dissertations (Management Sciences)
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