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The continued increase in food demand globally, has witnessed a corresponding growth in the fast-food restaurant business. The study of food and service quality as major drivers of customer satisfaction and behavioural intention has therefore become a strategic area of interest. This study explored how food and service quality affect customer satisfaction and behavioural intention in the context of quick-service restaurants in Tshwane City of South Africa. Guided by a positivist philosophy, the study employed a deductive approach to theory development. A cross-sectional descriptive research design was adopted and a structured survey instrument was used to collect data from 173 online participants. The results were analysed using IBM SPSS 26, and partial least squares structural equation modelling in Smart PLS 4 to test hypotheses. The findings showed that although food quality had a significant positive effect on behavioural intention, it was not a predictor of customer satisfaction. All the elements of service quality exhibited significant positive influence on satisfaction and behavioural intention. This study offers invaluable insights for managers to embrace customer-driven strategies such as offering high quality food and service because the success of culinary business revolves around achieving customer satisfaction, which is vital for creating positive behavioural intentions. Future studies can be done using relatively larger sample sizes for more generalisability in related studies or other service domains.

Contact centre operations are essential for providing customer support and managing client enquiries. A contact centre, akin to any other business, necessitates numerous essential components. A significant number of these components directly influence the business. Recognising and improving these elements can assist a contact centre in achieving its overarching objectives. The report seeks to analyse the essential elements that improve the efficiency and effectiveness of contact centre operations. The emphasis is on technology, personnel, and processes as the essential elements that enhance the efficient and effective operation of contact centres. The efficacy and efficiency of a contact centre environment encompass personnel, procedures, and technology across all organisational levels. These components must not be considered in isolation, as they influence the success or failure of a contact centre environment. Consequently, comprehending the interaction between these components is of paramount importance.Quantitative data were evaluated with the Statistical Package for the Social Sciences (SPSS). The convenience sample approach was deemed suitable for sampling contact centre agents, team leaders, and managers at the Department of Home Affairs. The study's principal findings indicate that both the literature research and the results highlighted the significance of components in facilitating the functioning and performance of contact centre operations. The data corroborate the idea that numerous contact centre failures stem from the absence of essential components necessary for its operation. The inclusion of suitable components in the contact centre has revolutionised management's oversight of these facilities. The analysis indicates that an effective team inside the company facilitates the management of contact centres. The report advocates for the implementation of integrated technological solutions to expedite customer interactions and improve operational efficiency in contact centres. It is advisable to invest in frequent employee training to ensure that staff are equipped to handle complex enquiries and effectively utilise advanced systems. Optimised process enhancement initiatives, including workflow simplification and decrease of call handling duration, are deemed essential for augmenting functionality.

Designing tailored services is critical to enhancing client satisfaction for private and public services such as road traffic. Among the factors associated with car accidents are traffic violations of established rules and regulations. Indeed, driving skills and practice have become crucial in a complex and dynamic road environment. The study’s objective was to advise traffic department managers on how to customize their service for drivers regarding their experience. A questionnaire assessing their expectations and perceived performance with regard to six traffic service quality dimensions, namely tangibility, reliability, promptitude, responsiveness, assurance, and empathy, was self-administered to 886 motorists chosen using a simple random sampling technique in the Philippines and South Africa. Data collected were analyzed using ANOVA and Post Hoc Tuckey HSD. Results indicate that less experienced drivers had a better appreciation of traffic service quality provided by traffic departments and officers. Therefore, more focus should be placed on experienced drivers to raise their level of satisfaction.