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The influence of business process management on customer satisfaction : a multi-case study
Mini Dissertation (MBA)--University of Pretoria, 2019.
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| Other Authors: | |
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| Format: | Thesis |
| Language: | English |
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University of Pretoria
2020
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| _version_ | 1867613727274041344 |
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| access_status_str | Open Access |
| author2 | Viljoen, Philip |
| author_browse | Viljoen, Philip |
| author_facet | Viljoen, Philip |
| collection | Thesis |
| dc_rights_str_mv | © 2020 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
| description | Mini Dissertation (MBA)--University of Pretoria, 2019. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/74005 |
| institution | University of Pretoria (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:40:44.617Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2020 |
| publishDateRange | 2020 |
| publishDateSort | 2020 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/74005 The influence of business process management on customer satisfaction : a multi-case study Viljoen, Philip ichelp@gibs.co.za Ndhlovu, Enos UCTD Mini Dissertation (MBA)--University of Pretoria, 2019. The insurance industry is one of the major contributors in the financial sector and the economy in South Africa. However many industry experts have highlighted that the insurance industry is facing many challenges. One of the many challenges is that customers have more options these nowadays and their expectations are forever changing. And with fierce competition from Insure Tech companies, traditional insurance companies have to ensure that they keep their existing customers satisfied. Satisfied customers become brand ambassadors that attract new customers. This will make sure that insurance companies are able to keep their market share and remain profitable. The aim of this study is to get an in-depth understanding the influence of Business Process Management on customer satisfaction in the South African insurance industry. Using a qualitative, exploratory multi-case study that included 14 semi-structured interviews with the South African insurance industry practitioners and experts, the study was able to provide insights of how South African Insurers utilise BPM to attain higher levels of customer satisfaction. tk2020 Gordon Institute of Business Science (GIBS) MBA 2020-04-06T10:00:17Z 2020-04-06T10:00:17Z 2020/04/01 2019 Mini Dissertation Ndhlovu, E 2019, The influence of business process management on customer satisfaction : a multi-case study, MBA Mini Dissertation, University of Pretoria, Pretoria, viewed yymmdd <http://hdl.handle.net/2263/74005> http://hdl.handle.net/2263/74005 en © 2020 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | UCTD The influence of business process management on customer satisfaction : a multi-case study |
| title | The influence of business process management on customer satisfaction : a multi-case study |
| title_full | The influence of business process management on customer satisfaction : a multi-case study |
| title_fullStr | The influence of business process management on customer satisfaction : a multi-case study |
| title_full_unstemmed | The influence of business process management on customer satisfaction : a multi-case study |
| title_short | The influence of business process management on customer satisfaction : a multi-case study |
| title_sort | influence of business process management on customer satisfaction a multi case study |
| topic | UCTD |
| url | http://hdl.handle.net/2263/74005 |