Investigating the relationship between service delivery and quality of leadership in Ntuzuma Township.

Abstract

ABSTRACT The effects and causes of poor service delivery have been researched but no thorough research about the quality of leadership and their relationship with the service delivery has been made. Therefore, the aim of the study was to determine the quality of leadership and its relationship with service delivery. This was a quantitative cross sectional study conducted among 343 households in the Ntuzuma G Township who were selected randomly. A self-administered questionnaire was used to collect data with Likert type items. The cases were selected using the probability sampling in the form of the systematic sampling whereby the first case was randomly selected and then every 9th household on the list was selected till the sample size is reached. The confidence level of 95% and margin of error of 5% were used. The results indicated that there was poor leadership quality and the poor leadership was among other possible causes and it being the main cause of poor service delivery. The area did not have some of the services and those that were there did not reach the minimum required standards for basic services. It was also found that there was a positive moderate correlations between the quality of leadership and service delivery (r=0.498 and p=0.000). Poor service delivery was caused in addition to poor leadership quality by a number of issues including maladministration and corruption among other issues. The results did conform to the expectation of the study and the limitations of the study was that there was a group of respondents which could not be found and this group could have responded differently though their responses could not alter the final results of the study. Another limitation of the study was that it was done on one area of the whole and these leaders could be doing exceptionally well in other areas. In order to improve the service delivery, the community must be involved in the actual delivery of the service where they become paid for their services especially in the refuse removal and this in addition to improving service delivery, will alleviate poverty.