https://www.um.edu.mt/library/oar/handle/123456789/132699 Sat, 04 Apr 2026 23:12:50 GMT 2026-04-04T23:12:50Z https://www.um.edu.mt/library/oar/handle/123456789/133052 Title: Representations of (over)development and quality of life among Gen-Zs in Malta Abstract: This study explores the social representations of (over)development and quality of life among Gen-Zs in Malta, a currently topical issue in the country. Using the Theory of Social Representations, the research investigates how social representations of (over)development can influence this cohort's views on the implications of (over)development itself on their own quality of life. The study ultimately aims to determine whether or not the country is on the right track to enhance socio-environmental development by 2050. The study adopts a qualitative methodology, relying on focus groups with Gen-Z participants to gather in-depth insights. Participants labelled the overall development situation of the country as ‘overdevelopment’, and explained how overdevelopment is negatively impacting their day-to-day quality of life. According to the participants, overdevelopment is leading to a poorer level of quality of life by resulting in higher levels of air and noise pollution, eating away the green spaces of the country and eroding the traditional social fabric of our communities, amongst other ways. Hence, these insights confirmed the relationship between views of (over)development and quality of life. Moreover, the study highlights concerns by Gen-Zs about the preference for short-term economic gains over a more sustainable long-term approach. Participants also expressed feeling disempowered by the current political system in the country. Finally, this study provides valuable insights for policymakers aiming to address the socio-environmental challenges posed by (over)development in Malta. Description: M.Sc.(Melit.) Wed, 01 Jan 2025 00:00:00 GMT https://www.um.edu.mt/library/oar/handle/123456789/133052 2025-01-01T00:00:00Z https://www.um.edu.mt/library/oar/handle/123456789/133051 Title: The role of employee-customer interactions in enhancing service quality, satisfaction, and loyalty in German electric vehicle repair shops Abstract: This study explores how direct interactions between employees and customers affect service quality, customer satisfaction, and loyalty in electric vehicle (EV) repair shops in Germany. Using a quantitative research design with a positivist approach, surveys were conducted with both customers and employees of these repair shops. Well-established tools like SERVQUAL for measuring service quality, Customer Satisfaction Score for customer satisfaction, and customer loyalty metrics were used to understand the role of these interactions. The research tested whether effective employee-customer interactions lead to better service quality, satisfaction, and loyalty. To ensure reliability and validity, the data were analyzed using methods like Cronbach’s alpha for reliability and non-parametric tests for demographic insights. Ethical considerations, such as ensuring confidentiality and voluntary participation, were carefully followed. The findings shed light on strategies for improving customer service in the EV repair industry. They offer practical recommendations for enhancing interactions between employees and customers, aiming to help repair shops deliver exceptional service, improve customer satisfaction, and build long-term loyalty in a market that continues to grow. As an exploratory study, these findings provide foundational insights and emphasize the need for further research incorporating qualitative methods to deepen understanding of customer dynamics in this evolving sector. Description: M.Sc.(Melit.) Wed, 01 Jan 2025 00:00:00 GMT https://www.um.edu.mt/library/oar/handle/123456789/133051 2025-01-01T00:00:00Z