- Title
- Evaluating factors influencing quality of service delivery in the Nelson Mandela Bay Municipality
- Creator
- Tlali, Bernard
- Subject
- Nelson Mandela Bay Municipality (South Africa)
- Subject
- Municipal services -- South Africa -- Port Elizabeth
- Subject
- Local government -- South Africa -- Port Elizabeth
- Subject
- Municipal officials and employees -- Job satisfaction -- South Africa Job satisfaction Employee motivation
- Date Issued
- 2024-04
- Date
- 2024-04
- Type
- Master's theses
- Type
- text
- Identifier
- http://hdl.handle.net/10948/65478
- Identifier
- 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
- Description
- Thesis (MBA) -- Faculty of Business and Economic Sciences, Business School, 2024
- Format
- computer
- Format
- online resource
- Format
- application/pdf
- Format
- 1 online resource (xv, 124 pages)
- Format
- Publisher
- Nelson Mandela University
- Publisher
- Faculty of Business and Economic Sciences
- Language
- English
- Rights
- Nelson Mandela University
- Rights
- All Rights Reserved
- Rights
- Open Access
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- Downloads: 28
Collections
NMU Business School
| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | Tlali, B April 2024.pdf | 2 MB | Adobe Acrobat PDF | View Details Download |