Evaluating factors influencing quality of service delivery in the Nelson Mandela Bay Municipality
- Authors: Tlali, Bernard
- Date: 2024-04
- Subjects: Nelson Mandela Bay Municipality (South Africa) , Municipal services -- South Africa -- Port Elizabeth , Local government -- South Africa -- Port Elizabeth , Municipal officials and employees -- Job satisfaction -- South Africa Job satisfaction Employee motivation
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/65478 , vital:74159
- Description: The provision of quality service continues to be a challenge in South Africa. This research was triggered by the quality of service delivery, which indicated a downward trend in the Nelson Mandela Bay Municipality during the past five years. Notably, deficiencies in the quality of service delivery are a prevalent problem for municipalities, including the Nelson Mandela Bay Municipality. Insufficient strategic leadership skills in management lead to a lack of satisfaction, motivation and a loss of loyalty among employees, which leads to poor quality of services delivered to the community. In order to understand the relationship between employee loyalty, employee satisfaction, leadership styles, and quality of service delivery, this study aimed to evaluate the factors influencing the quality of service delivery in the Nelson Mandela Bay Municipality with the intention to enhance these from the employee’s perspective. This study followed a quantitative approach with stratified random sampling. Online surveys were used to collect data from sampled Nelson Mandela Bay Municipality employees. The sample size was 110 respondents, and a 66.09% response rate was achieved. Data analysis techniques used in the study included exploratory factor analysis (EFA) to extract statistically significant factors. Multiple regression analysis was employed to evaluate the predictive power of independent variables (Employee Empowerment, Loyalty of Employees, Employee Satisfaction, Transformational Leadership) over the dependent variable (Quality of Service). The Pearson Product Moment Correlation analysis was used to determine the relationship between the independent and dependent variables. The findings revealed that Employee Empowerment did not influence the quality of service in the Nelson Mandela Bay Municipality. The study's findings reveal that at 95% confidence level and alpha = 0.05, Loyalty of Employees, Employee Satisfaction, and Transformational Leadership significantly positively influence the Quality of Service. The study recommends that Nelson Mandela Bay Municipality management must embark on initiatives like life-work balance, organisational commitment, innovation behaviour, and benchmarking to improve the quality of service delivery. The study has contributed to the existing body of knowledge on quality of service by introducing Loyalty of Employees, Employee Satisfaction, and Transformational Leadership as factors significantly positively influencing the quality of service delivery compared to the renowned SERVQUAL dimensions (Empathy, Responsiveness, Assurance, Reliability, and Tangibility). The study's finding indicated , Thesis (MBA) -- Faculty of Business and Economic Sciences, Business School, 2024
- Full Text:
- Date Issued: 2024-04
- Authors: Tlali, Bernard
- Date: 2024-04
- Subjects: Nelson Mandela Bay Municipality (South Africa) , Municipal services -- South Africa -- Port Elizabeth , Local government -- South Africa -- Port Elizabeth , Municipal officials and employees -- Job satisfaction -- South Africa Job satisfaction Employee motivation
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/65478 , vital:74159
- Description: The provision of quality service continues to be a challenge in South Africa. This research was triggered by the quality of service delivery, which indicated a downward trend in the Nelson Mandela Bay Municipality during the past five years. Notably, deficiencies in the quality of service delivery are a prevalent problem for municipalities, including the Nelson Mandela Bay Municipality. Insufficient strategic leadership skills in management lead to a lack of satisfaction, motivation and a loss of loyalty among employees, which leads to poor quality of services delivered to the community. In order to understand the relationship between employee loyalty, employee satisfaction, leadership styles, and quality of service delivery, this study aimed to evaluate the factors influencing the quality of service delivery in the Nelson Mandela Bay Municipality with the intention to enhance these from the employee’s perspective. This study followed a quantitative approach with stratified random sampling. Online surveys were used to collect data from sampled Nelson Mandela Bay Municipality employees. The sample size was 110 respondents, and a 66.09% response rate was achieved. Data analysis techniques used in the study included exploratory factor analysis (EFA) to extract statistically significant factors. Multiple regression analysis was employed to evaluate the predictive power of independent variables (Employee Empowerment, Loyalty of Employees, Employee Satisfaction, Transformational Leadership) over the dependent variable (Quality of Service). The Pearson Product Moment Correlation analysis was used to determine the relationship between the independent and dependent variables. The findings revealed that Employee Empowerment did not influence the quality of service in the Nelson Mandela Bay Municipality. The study's findings reveal that at 95% confidence level and alpha = 0.05, Loyalty of Employees, Employee Satisfaction, and Transformational Leadership significantly positively influence the Quality of Service. The study recommends that Nelson Mandela Bay Municipality management must embark on initiatives like life-work balance, organisational commitment, innovation behaviour, and benchmarking to improve the quality of service delivery. The study has contributed to the existing body of knowledge on quality of service by introducing Loyalty of Employees, Employee Satisfaction, and Transformational Leadership as factors significantly positively influencing the quality of service delivery compared to the renowned SERVQUAL dimensions (Empathy, Responsiveness, Assurance, Reliability, and Tangibility). The study's finding indicated , Thesis (MBA) -- Faculty of Business and Economic Sciences, Business School, 2024
- Full Text:
- Date Issued: 2024-04
Exploring e-governance effectiveness in the Nelson Mandela Bay Municipality
- Authors: Sithole-Somfula, Busiswa
- Date: 2014
- Subjects: Municipal services -- South Africa -- Port Elizabeth , Corporate governance -- South Africa -- Port Elizabeth , Metropolitan government -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8929 , http://hdl.handle.net/10948/d1021178
- Description: E-governance is a comprehensive and well-thought out notion as it brings forth a change in the way governments communicate to citizens and to each other. Since the RSA government relies on regular consultations with the citizens in order to improve service delivery, e-governance approaches inspires citizens to be active agent of local democracy by means of providing information and participation on issues that matters the most to the society. The effectiveness of e-governance takes into account four systemic intentions which are as follows: Increased government accountability; Increased government transparency; Increased government efficiency and; Increased citizen’s trust In order for the RSA government, more particularly at the local level, to ensure quality of life to the citizens, the modernisation of government services and operations is very important. E-governance can now be considered as a source or tool for sharing ideas and initiatives that deliver a mutual enrichment. In other words, the citizens are the determining factor and actors for the rules and the role of the local bureaucrats as well as for the corresponding ICT tools persist to be developed. This treatise undertakes a strategic view and an evaluation of e- governance in local municipalities as the means of improving and transforming the delivery of services and access to information for citizens. Consequently this paper affords an exploratory analysis between e-governance and the six core elements of technology (i.e. e-strategy, e-skills development, e-services, IT governance and ICT infrastructure and e-leadership) believed to contribute positively in the effectiveness of e-governance. Finally, recommendations are made as a result of analysing the literature study and empirical study to ensure the implementation of the key initiatives of e-governance that can add value to the Nelson Mandela Bay Municipality (NMBM).
- Full Text:
- Date Issued: 2014
- Authors: Sithole-Somfula, Busiswa
- Date: 2014
- Subjects: Municipal services -- South Africa -- Port Elizabeth , Corporate governance -- South Africa -- Port Elizabeth , Metropolitan government -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8929 , http://hdl.handle.net/10948/d1021178
- Description: E-governance is a comprehensive and well-thought out notion as it brings forth a change in the way governments communicate to citizens and to each other. Since the RSA government relies on regular consultations with the citizens in order to improve service delivery, e-governance approaches inspires citizens to be active agent of local democracy by means of providing information and participation on issues that matters the most to the society. The effectiveness of e-governance takes into account four systemic intentions which are as follows: Increased government accountability; Increased government transparency; Increased government efficiency and; Increased citizen’s trust In order for the RSA government, more particularly at the local level, to ensure quality of life to the citizens, the modernisation of government services and operations is very important. E-governance can now be considered as a source or tool for sharing ideas and initiatives that deliver a mutual enrichment. In other words, the citizens are the determining factor and actors for the rules and the role of the local bureaucrats as well as for the corresponding ICT tools persist to be developed. This treatise undertakes a strategic view and an evaluation of e- governance in local municipalities as the means of improving and transforming the delivery of services and access to information for citizens. Consequently this paper affords an exploratory analysis between e-governance and the six core elements of technology (i.e. e-strategy, e-skills development, e-services, IT governance and ICT infrastructure and e-leadership) believed to contribute positively in the effectiveness of e-governance. Finally, recommendations are made as a result of analysing the literature study and empirical study to ensure the implementation of the key initiatives of e-governance that can add value to the Nelson Mandela Bay Municipality (NMBM).
- Full Text:
- Date Issued: 2014
Investigating the devolution of decision-making in the Nelson Mandela Bay Municipality
- Authors: Adams, Sandiswa
- Date: 2012
- Subjects: Decentralization in government -- South Africa -- Port Elizabeth , Decision making -- South Africa -- Port Elizabeth , Local government --South Africa -- Port Elizabeth , Municipal services -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9053 , http://hdl.handle.net/10948/d1006783 , Decentralization in government -- South Africa -- Port Elizabeth , Decision making -- South Africa -- Port Elizabeth , Local government --South Africa -- Port Elizabeth , Municipal services -- South Africa -- Port Elizabeth
- Description: The research investigates the devolution of decision-making at the Nelson Mandela Bay Municipality (NMBM). The research sets out to investigate the extent to which the Municipality offers resources to its politically elected representatives and whether the support enables a devolution that includes local citizens in decision-making. The study was demarcated within the NMBM, using an empirical survey, a population group composed of councillors and officials who work very closely with politicians in mobilizing the community in public participation. The data collection tool of choice for the study was a selfadministered questionnaire, supplemented by document analysis, unstructured interviews and the researcher’s observations. The purpose of the study is to investigate reasons why devolution is not having the desired results at NMBM, Investigate and find alternatives to how devolved decision-making can be enhanced, using the viable local political process at the NMBM and similar municipalities. The study argues from a theoretical base of good governance and public participation. The findings made were inter alia: Politicians in public office are not using the resources at their disposal optimally; tussles amongst politicians and with officials do have a negative effect on devolved decision-making; and vandalism and closing down of ward council offices are not purely a reflection of a ward councillor’s failure to account to the constituency, and the ward committee system at NMBM has not since 2009. The recommendation is that deliberate efforts need to be made to establish democratically elected ward committees in all sixty wards of NMBM. The establishment of ward committees has to be a joint effort between political office bearers, the broader political landscape and officials as previous efforts have failed to produce legitimate structures. The politicians and officials need to work together to win over public opinion and community buy-in towards the establishment of ward committees that are representative and functional.
- Full Text:
- Date Issued: 2012
- Authors: Adams, Sandiswa
- Date: 2012
- Subjects: Decentralization in government -- South Africa -- Port Elizabeth , Decision making -- South Africa -- Port Elizabeth , Local government --South Africa -- Port Elizabeth , Municipal services -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9053 , http://hdl.handle.net/10948/d1006783 , Decentralization in government -- South Africa -- Port Elizabeth , Decision making -- South Africa -- Port Elizabeth , Local government --South Africa -- Port Elizabeth , Municipal services -- South Africa -- Port Elizabeth
- Description: The research investigates the devolution of decision-making at the Nelson Mandela Bay Municipality (NMBM). The research sets out to investigate the extent to which the Municipality offers resources to its politically elected representatives and whether the support enables a devolution that includes local citizens in decision-making. The study was demarcated within the NMBM, using an empirical survey, a population group composed of councillors and officials who work very closely with politicians in mobilizing the community in public participation. The data collection tool of choice for the study was a selfadministered questionnaire, supplemented by document analysis, unstructured interviews and the researcher’s observations. The purpose of the study is to investigate reasons why devolution is not having the desired results at NMBM, Investigate and find alternatives to how devolved decision-making can be enhanced, using the viable local political process at the NMBM and similar municipalities. The study argues from a theoretical base of good governance and public participation. The findings made were inter alia: Politicians in public office are not using the resources at their disposal optimally; tussles amongst politicians and with officials do have a negative effect on devolved decision-making; and vandalism and closing down of ward council offices are not purely a reflection of a ward councillor’s failure to account to the constituency, and the ward committee system at NMBM has not since 2009. The recommendation is that deliberate efforts need to be made to establish democratically elected ward committees in all sixty wards of NMBM. The establishment of ward committees has to be a joint effort between political office bearers, the broader political landscape and officials as previous efforts have failed to produce legitimate structures. The politicians and officials need to work together to win over public opinion and community buy-in towards the establishment of ward committees that are representative and functional.
- Full Text:
- Date Issued: 2012
Slow delivery of low-income housing at munipal level with special reference to the Nelson Mandela Bay Munipality
- Authors: Scheepers, Mario Jacques
- Date: 2011
- Subjects: SLow-income housing -- South Africa -- Port Elizabeth , Municipal services -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9671 , http://hdl.handle.net/10948/d1015968
- Description: The provision of adequate housing is an important part of government's commitment towards providing a better quality of life to the people of South Africa. Housing delivery is, however, not taking place to the extent and speed that will eliminate the backlog in housing delivery. The researcher aims to (i) evaluate and investigate the reasons why housing delivery at municipal level is slow, (ii) discuss the effect of inefficient implementation on delivery, (iii) examine the influence of the lack of infrastructure and the lack of skilled municipal officials and employees of construction organisations and the processes followed to make a success of housing delivery. Chapter 2, Section 26(1), Act 108 0f 1996 of the Constitution of South Africa states that everyone has the right to have access to adequate housing. This places an obligation on government to provide adequate housing to all citizens, within the restriction of available resources. The lack of land hampers the speed at which municipalities can deliver low-income housing. Housing and basic infrastructure (water, sewer and roads) form an integral part of the governments commitment to reduce poverty and improve the quality of life of South Africans. The fact that municipalities do not have capacity to address housing delivery and the fact that most artisans are near retirement age also influence the rate that houses can be delivered. Adequate housing processes are needed for housing delivery to take place, without it government will not succeed in delivering adequate housing. The results of the survey and the literature review confirm that housing delivery at municipality level is slow, that municipal officials need training and more employees to insure that housing delivery improves. The results also show the importance of infrastructure and land, the importance of implementing housing policies and processes adequately.
- Full Text:
- Date Issued: 2011
- Authors: Scheepers, Mario Jacques
- Date: 2011
- Subjects: SLow-income housing -- South Africa -- Port Elizabeth , Municipal services -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9671 , http://hdl.handle.net/10948/d1015968
- Description: The provision of adequate housing is an important part of government's commitment towards providing a better quality of life to the people of South Africa. Housing delivery is, however, not taking place to the extent and speed that will eliminate the backlog in housing delivery. The researcher aims to (i) evaluate and investigate the reasons why housing delivery at municipal level is slow, (ii) discuss the effect of inefficient implementation on delivery, (iii) examine the influence of the lack of infrastructure and the lack of skilled municipal officials and employees of construction organisations and the processes followed to make a success of housing delivery. Chapter 2, Section 26(1), Act 108 0f 1996 of the Constitution of South Africa states that everyone has the right to have access to adequate housing. This places an obligation on government to provide adequate housing to all citizens, within the restriction of available resources. The lack of land hampers the speed at which municipalities can deliver low-income housing. Housing and basic infrastructure (water, sewer and roads) form an integral part of the governments commitment to reduce poverty and improve the quality of life of South Africans. The fact that municipalities do not have capacity to address housing delivery and the fact that most artisans are near retirement age also influence the rate that houses can be delivered. Adequate housing processes are needed for housing delivery to take place, without it government will not succeed in delivering adequate housing. The results of the survey and the literature review confirm that housing delivery at municipality level is slow, that municipal officials need training and more employees to insure that housing delivery improves. The results also show the importance of infrastructure and land, the importance of implementing housing policies and processes adequately.
- Full Text:
- Date Issued: 2011
A critical analysis of challenges facing developmental local government : a case study of the Nelson Mandela Metropolitan Municipality
- Authors: Tsatsire, Israel
- Date: 2008
- Subjects: Nelson Mandela Metropolitan Municipality (Eastern Cape, South Africa) , Local government -- South Africa -- Port Elizabeth , Municipal government -- South Africa -- Port Elizabeth , Municipal services -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: vital:8239 , http://hdl.handle.net/10948/778 , Nelson Mandela Metropolitan Municipality (Eastern Cape, South Africa) , Local government -- South Africa -- Port Elizabeth , Municipal government -- South Africa -- Port Elizabeth , Municipal services -- South Africa -- Port Elizabeth
- Description: This thesis investigates the challenges facing developmental local government in South Africa, using the Nelson Mandela Metropolitan Municipality as a reference. The thesis comprises eight chapters. The study is based on the assumption that the Nelson Mandela Metropolitan Municipality, like other municipalities in South Africa, is confronted by numerous challenges in implementing its constitutional developmental mandate conferred on it by the Constitution of the Republic of South Africa Act 108 of 1996. It is vital that local government understands and contextualises these challenges, so that appropriate interventions may be developed. The widespread recent service delivery protests which, in many instances, have turned violent, have sounded an alarm that cannot be ignored. If local government is already struggling to fulfill its traditional mandate of service delivery, then it would find it difficult to spearhead social and economic transformation and development. This study proposes to provide a brief historical background on the evolution and transformation of local government in South Africa. Issues such as the new status and developmental mandate of local government, the extent to which local government has succeeded in complying with its developmental mandate, as well as the challenges it has encountered along the way, will be addressed. Recommendations are presented on how the existing status quo can be changed to enhance service delivery and development and enable low government to fulfil its developmental role more efficient and effectively, with particular reference to the Nelson Mandela Metropolitan Municipality. The empirical survey and research methodology employed in the study is described. This is followed by the operationalisation of the survey questionnaire used for gathering the data needed for analysis. The research findings of the empirical survey are then statistically analysed and reported. The concept of models is introduced, and selected models are explained. This is followed by an explanation of the proposed normative model for monitoring and evaluating service delivery and development in the Nelson Mandela Metropolitan Municipality, for possible replication in other South African municipalities. Various recommendations flowing from the results of the empirical study, namely the responses made by the respondents during the empirical survey, are proposed in the final chapter. If adopted, these recommendations will enable the Nelson Mandela Metropolitan Municipality to deal with the developmental challenges facing it, ultimately rendering the Municipality a more efficient and effective developmental agent.
- Full Text:
- Date Issued: 2008
- Authors: Tsatsire, Israel
- Date: 2008
- Subjects: Nelson Mandela Metropolitan Municipality (Eastern Cape, South Africa) , Local government -- South Africa -- Port Elizabeth , Municipal government -- South Africa -- Port Elizabeth , Municipal services -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: vital:8239 , http://hdl.handle.net/10948/778 , Nelson Mandela Metropolitan Municipality (Eastern Cape, South Africa) , Local government -- South Africa -- Port Elizabeth , Municipal government -- South Africa -- Port Elizabeth , Municipal services -- South Africa -- Port Elizabeth
- Description: This thesis investigates the challenges facing developmental local government in South Africa, using the Nelson Mandela Metropolitan Municipality as a reference. The thesis comprises eight chapters. The study is based on the assumption that the Nelson Mandela Metropolitan Municipality, like other municipalities in South Africa, is confronted by numerous challenges in implementing its constitutional developmental mandate conferred on it by the Constitution of the Republic of South Africa Act 108 of 1996. It is vital that local government understands and contextualises these challenges, so that appropriate interventions may be developed. The widespread recent service delivery protests which, in many instances, have turned violent, have sounded an alarm that cannot be ignored. If local government is already struggling to fulfill its traditional mandate of service delivery, then it would find it difficult to spearhead social and economic transformation and development. This study proposes to provide a brief historical background on the evolution and transformation of local government in South Africa. Issues such as the new status and developmental mandate of local government, the extent to which local government has succeeded in complying with its developmental mandate, as well as the challenges it has encountered along the way, will be addressed. Recommendations are presented on how the existing status quo can be changed to enhance service delivery and development and enable low government to fulfil its developmental role more efficient and effectively, with particular reference to the Nelson Mandela Metropolitan Municipality. The empirical survey and research methodology employed in the study is described. This is followed by the operationalisation of the survey questionnaire used for gathering the data needed for analysis. The research findings of the empirical survey are then statistically analysed and reported. The concept of models is introduced, and selected models are explained. This is followed by an explanation of the proposed normative model for monitoring and evaluating service delivery and development in the Nelson Mandela Metropolitan Municipality, for possible replication in other South African municipalities. Various recommendations flowing from the results of the empirical study, namely the responses made by the respondents during the empirical survey, are proposed in the final chapter. If adopted, these recommendations will enable the Nelson Mandela Metropolitan Municipality to deal with the developmental challenges facing it, ultimately rendering the Municipality a more efficient and effective developmental agent.
- Full Text:
- Date Issued: 2008
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