Measuring service quality delivery at Impendle Local Municipality in KwaZulu-Natal.
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Date
2019
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Abstract
The study explored service quality provided to citizens at the Impendle Local Municipality. The
study is stimulated by the continuous violent protest and sometimes taxi conflicts at the Impendle
Local Municipality, resulting in poor service delivery. The service quality model was used to
inform the study. A case study research design, quantitative research methodology and cluster
sampling was used to select 240 community members. Reliability and validity was upheld to
ensure that the findings are credible. Data was analysed using SPSS version 25. The findings
show a significant gap between citizens’ expectations and experiences: reliability (-3.2);
assurance (-2.88); tangibility (-2.02), empathy (-2.88) and responsiveness (-3.17). Based on the
findings presented in this study, in order to understand and deal with the gap between citizens’
expectations and experiences of service quality, the Impendle Local Municipality management
should pay special attention to the dimension of reliability, assurance, tangibles, empathy and
responsiveness as they influence service quality. The findings in this study may help the
Impendle Local Municipality to understand and enhance the effectiveness of service quality
efforts.
Description
Masters Degree. University of KwaZulu-Natal, Pietermaritzburg.