Perceived customer value in the internal delivery of capital projects at Transnet port terminals.
Transnet State Owned Company Limited is rolling out large infrastructure projects in line with the South African Government’s economic growth strategy. As such, Transnet Port Terminals’ infrastructure roll-out programme is changing the face of its terminals. This rollout is questioned by some as to whether the terminals are getting the expected value from the large capital investments. The concept of Perceived Customer Value was explored in this study to understand its subjective nature, the limitations within which it is used, and the dimensions that need to be utilised to measure it. The research adapted an existing multidimensional scale (Global Purchase Perceived Value) in order to develop and propose the use of a ranking system referred to as the Case Research Perceived Customer Value Equation. The use of this model has provided a practical method to measure Perceived Customer Value according to the specific research case. This research has tested whether the Perceived Customer Value of the terminal representatives receiving internal capital projects within the KwaZulu-Natal region of Transnet Port Terminals is more than 80% or not. Notwithstanding that the hypothesis could not be proven, invaluable findings were made in terms of the Perceived Customer Value dimensions where only one out of six dimesions met the expectations. The Capital Projects Department within Transnet Port Terminals should be able to take measures to address the problems identified through this study.
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