- Title
- Determinants of service delivery success at local government: the case of Buffalo City Metropolitan Municipality
- Creator
- Mlotywa, Nosiphiwo Grace
- Subject
- Local government -- South Africa -- Eastern Cape -- Evaluation
- Subject
- Municipal services -- South Africa -- Eastern Cape Civil service -- South Africa
- Date Issued
- 2018
- Date
- 2018
- Type
- Thesis
- Type
- Masters
- Type
- MBA
- Identifier
- http://hdl.handle.net/10948/32215
- Identifier
- vital:31988
- Description
- The aim of the study was to identify the determinants of service delivery in the Buffalo City Metropolitan Municipality (BCMM). This was necessitated by the continuous service delivery protests at the local government level. Numerous reports highlight that service delivery is still a challenge in numerous municipalities around South Africa. A questionnaire was administered to 60 respondents who were randomly sampled at various municipality offices in the BCMM. Based on the study findings, it was found that service delivery was greatly influenced by effective performance management systems, ethical organisational culture, human resource capacity, and committed leadership. Therefore, it is recommendation that the municipality prioritises training and development, leadership and organisational, culture and Human Resource Capacity. These were found to be very important in helping employees to achieve job satisfaction, which may lead to better service delivery in the end. Furthermore, the municipality should look into strengthening its consultative processes to involve the public in the decision-making processes.
- Format
- vii, 84 leaves
- Format
- Publisher
- Nelson Mandela University
- Publisher
- Faculty of Business and Economics Sciences
- Language
- English
- Rights
- Nelson Mandela University
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| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | N Mlotywa Treatise _ Service delivery success _Comments and Corrections 16 March 2018.pdf | 1 MB | Adobe Acrobat PDF | View Details Download |