Assessment of service delivery challenges: a case study of Inxuba local municipality in the Eastern Cape Province (2008-2010)
- Authors: Ndala, David
- Date: 2012-01
- Subjects: Municipal services -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , Public administration -- South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10353/29193 , vital:77539
- Description: The study is aimed at assessing service delivery challenges at Nxuba Local Municipality. By doing the project, the researcher is hoping to get sense as to what caused the municipality failed to provide services to the people. The development of the community of Nxuba Local Municipality depends to the social allocation of resources by National Treasury and the Department of Local Government and Traditional Affairs. The background for the study was undertaken to provide a foundation for the proper research that will follow. The data which was collected from different respondents in wards of the municipality gave project diagnoses why the municipality failed to provide services. Having noted the causes, possible remedial actions were recommended. The research has come up with the very sensitive findings: which are political Instability and non-involvement of community in the municipal decision making processes. , Thesis (MCom) -- Faculty of Management and Commerce, 2012
- Full Text:
- Authors: Ndala, David
- Date: 2012-01
- Subjects: Municipal services -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , Public administration -- South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10353/29193 , vital:77539
- Description: The study is aimed at assessing service delivery challenges at Nxuba Local Municipality. By doing the project, the researcher is hoping to get sense as to what caused the municipality failed to provide services to the people. The development of the community of Nxuba Local Municipality depends to the social allocation of resources by National Treasury and the Department of Local Government and Traditional Affairs. The background for the study was undertaken to provide a foundation for the proper research that will follow. The data which was collected from different respondents in wards of the municipality gave project diagnoses why the municipality failed to provide services. Having noted the causes, possible remedial actions were recommended. The research has come up with the very sensitive findings: which are political Instability and non-involvement of community in the municipal decision making processes. , Thesis (MCom) -- Faculty of Management and Commerce, 2012
- Full Text:
Challenges in the implementation of affirmative action policy at a municipality
- Authors: Baqo, Zukelwa
- Date: 2012-01
- Subjects: Affirmative action programs -- Law and legislation -- South Africa , Affirmative action programs -- Government policy -- South Africa
- Language: English
- Type: Master's Thesis , text
- Identifier: http://hdl.handle.net/10353/26368 , vital:65295
- Description: A survey of 50 employees was conducted to identify challenges in the implementation of affirmative action, as well as intervention that have been implemented to escalate its implementation at Nkonkobe Municipality in the Eastern Cape. A closed questionnaire containing 26 items was used to collect date form respondents. The results of the study were analysed and interpreted using descriptive statistics and inferential statistics, that is, Chi square test to measure association between demographic responses to each of the variables. Results indicated that lack of top management commitment to transformation, poor perception about affirmative action by managers about affirmative action, failure to link affirmative action to business strategy and poor representation of relevant stakeholders in the Employment Equity committee, are the fundamental factors that contribute to the sluggish implementation of affirmative action at Nkonkobe Municipality. Findings also revealed that successful implementation of affirmative action also depend on capacitating managers with the skills necessary to implement plans effectively, commitment of top management to making transformation a strategies priority, as well as investment in training and development is necessary to assist beneficiaries to catch up with those employees that have has a better education. , Thesis (MCom) -- Faculty of Management and Commerce, 2012
- Full Text:
- Authors: Baqo, Zukelwa
- Date: 2012-01
- Subjects: Affirmative action programs -- Law and legislation -- South Africa , Affirmative action programs -- Government policy -- South Africa
- Language: English
- Type: Master's Thesis , text
- Identifier: http://hdl.handle.net/10353/26368 , vital:65295
- Description: A survey of 50 employees was conducted to identify challenges in the implementation of affirmative action, as well as intervention that have been implemented to escalate its implementation at Nkonkobe Municipality in the Eastern Cape. A closed questionnaire containing 26 items was used to collect date form respondents. The results of the study were analysed and interpreted using descriptive statistics and inferential statistics, that is, Chi square test to measure association between demographic responses to each of the variables. Results indicated that lack of top management commitment to transformation, poor perception about affirmative action by managers about affirmative action, failure to link affirmative action to business strategy and poor representation of relevant stakeholders in the Employment Equity committee, are the fundamental factors that contribute to the sluggish implementation of affirmative action at Nkonkobe Municipality. Findings also revealed that successful implementation of affirmative action also depend on capacitating managers with the skills necessary to implement plans effectively, commitment of top management to making transformation a strategies priority, as well as investment in training and development is necessary to assist beneficiaries to catch up with those employees that have has a better education. , Thesis (MCom) -- Faculty of Management and Commerce, 2012
- Full Text:
Critical analysis of anti-corruption strategies, policies, plans and practices- in the selected municipalities in the case of the Eastern Cape, Joe Gqabi District (2008-2011)
- Authors: Nonjola, Mcebisi Patrick
- Date: 2012-01
- Subjects: Local government -- South Africa -- Eastern Cape , Municipal services -- South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10353/25959 , vital:64637
- Description: Corruption is a virus that has infected all sectors of society not only in South Africa but also in the whole world. The various spheres of government are seemingly not immune against this scourge and its paralysing effect on service delivery. There is no universally acceptable definition of corruption. Its causes are diverse, ranging from administrative to socio-economic, and it manifests itself in various ways. The plethora of anti-corruption legislation and agencies has only served to minimise but not to eradicate corruption from the face of the public institutions. In order to scale up its fight against corruption, the Department of Public Service and Administration developed a strategy aimed at preventing, detecting and investigating corruption in government departments. Subsequently, the Department of Local Government and Traditional Affairs, now called Co-operative Governance and Traditional Affairs, developed a similar strategy for the municipalities. The strategy requires inter alia municipalities to develop minimum anti-corruption capacity which entail developing strategies, systems, policies, procedures and plans to prevent, detect and investigate fraud and corruption. The study sought to establish, in selected municipalities in Joe Gqabi District municipality, whether or not they have established the minimum capacity envisaged in the National anti-corruption strategy. The study found municipalities to have progressed at different stages of establishing and ensuring functioning of those systems, policies and plans but none of them had developed anti-corruption strategy. Consequently, the study recommends inter alia that the establishment of minimum anti-corruption capacity be made one of the national key performance indicators which must be incorporated in the performance agreements of the Senior management of municipalities. , Thesis (MPA) -- Faculty of Management and Commerce, 2012
- Full Text:
- Authors: Nonjola, Mcebisi Patrick
- Date: 2012-01
- Subjects: Local government -- South Africa -- Eastern Cape , Municipal services -- South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10353/25959 , vital:64637
- Description: Corruption is a virus that has infected all sectors of society not only in South Africa but also in the whole world. The various spheres of government are seemingly not immune against this scourge and its paralysing effect on service delivery. There is no universally acceptable definition of corruption. Its causes are diverse, ranging from administrative to socio-economic, and it manifests itself in various ways. The plethora of anti-corruption legislation and agencies has only served to minimise but not to eradicate corruption from the face of the public institutions. In order to scale up its fight against corruption, the Department of Public Service and Administration developed a strategy aimed at preventing, detecting and investigating corruption in government departments. Subsequently, the Department of Local Government and Traditional Affairs, now called Co-operative Governance and Traditional Affairs, developed a similar strategy for the municipalities. The strategy requires inter alia municipalities to develop minimum anti-corruption capacity which entail developing strategies, systems, policies, procedures and plans to prevent, detect and investigate fraud and corruption. The study sought to establish, in selected municipalities in Joe Gqabi District municipality, whether or not they have established the minimum capacity envisaged in the National anti-corruption strategy. The study found municipalities to have progressed at different stages of establishing and ensuring functioning of those systems, policies and plans but none of them had developed anti-corruption strategy. Consequently, the study recommends inter alia that the establishment of minimum anti-corruption capacity be made one of the national key performance indicators which must be incorporated in the performance agreements of the Senior management of municipalities. , Thesis (MPA) -- Faculty of Management and Commerce, 2012
- Full Text:
Impact of performance evaluation on service rendering by the Department of Education in the Lady Frere District at selected schools (2010-2011)
- Authors: Ngodwane, Anele Anthony
- Date: 2012-01
- Subjects: Performance standards , Education and state , School management and organization
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10353/26437 , vital:65312
- Description: The aim of this study is to evaluate the impact of performance evaluation on the service rendering by the department of education. There have been studies made around performance management system but to my knowledge it was the first of this nature in Lady Frere District. Performance Management System has not been a success ever since its implementation. A lot had happened in our country from apartheid era to the present democratic dispensation. Among the achievements South Africa masters is the ability to formulate or the formulation of policies but its weakness is on the implementation. Performance management system is among the policies that were developed but its implementation has never been a success. Its main aim is to enhance service delivery and attempt to make government effective and efficient. This research considers if performance management system and performance evaluation might address the question of service delivery in the Department of Education in Lady Frere District. Findings on this research spell it out that effective implementation performance management system will lead to an enhanced service delivery. , Thesis (MPA) -- Faculty of Management and Commerce , 2012
- Full Text:
- Authors: Ngodwane, Anele Anthony
- Date: 2012-01
- Subjects: Performance standards , Education and state , School management and organization
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10353/26437 , vital:65312
- Description: The aim of this study is to evaluate the impact of performance evaluation on the service rendering by the department of education. There have been studies made around performance management system but to my knowledge it was the first of this nature in Lady Frere District. Performance Management System has not been a success ever since its implementation. A lot had happened in our country from apartheid era to the present democratic dispensation. Among the achievements South Africa masters is the ability to formulate or the formulation of policies but its weakness is on the implementation. Performance management system is among the policies that were developed but its implementation has never been a success. Its main aim is to enhance service delivery and attempt to make government effective and efficient. This research considers if performance management system and performance evaluation might address the question of service delivery in the Department of Education in Lady Frere District. Findings on this research spell it out that effective implementation performance management system will lead to an enhanced service delivery. , Thesis (MPA) -- Faculty of Management and Commerce , 2012
- Full Text:
The capacity of Nelson Mandela Bay Municipality in refuse management: a policy investigation
- Authors: Pafa, Zolekile Willie
- Date: 2012-01
- Subjects: Refuse and refuse disposal--Government policy , Municipal services--Management
- Language: English
- Type: Doctoral theses , text
- Identifier: http://hdl.handle.net/10353/24969 , vital:63763
- Description: In this dissertation, a study is undertaken to investigate the effectiveness of the public participation in the policy process at the Nelson Mandela Bay Municipality. The study presents an overview of the legislative framework and the role the public can play in the policy process. This is followed by the theoretical framework of the municipal policy process. Based on the theoretical framework presented, an analysis is then made to prove whether the public do participate in the policy process in the Nelson Mandela Bay Municipality. It is envisaged that this study will promote the involvement of the public in the policy process in the Nelson Mandela Bay Municipality. Secondly, the study presents an overview of the legislative framework and the role the public can play in the management of refuse. This is followed by the theoretical framework of refuse management as functional area. Based on the theoretical framework presented, an analysis is then made to prove whether the public is involved in the management of refuse at the Nelson Mandela Bay Municipality. It is envisaged that this study will promote the active involvement of the public in refuse management in the Nelson Mandela Bay Municipality. Finally, the study ends by providing recommendations that will not only assist Nelson Mandela Bay Municipality alone, but the population and the government of the Republic of South Africa. , Thesis (PhD) -- Faculty of Management and Commerce, 2012
- Full Text:
- Authors: Pafa, Zolekile Willie
- Date: 2012-01
- Subjects: Refuse and refuse disposal--Government policy , Municipal services--Management
- Language: English
- Type: Doctoral theses , text
- Identifier: http://hdl.handle.net/10353/24969 , vital:63763
- Description: In this dissertation, a study is undertaken to investigate the effectiveness of the public participation in the policy process at the Nelson Mandela Bay Municipality. The study presents an overview of the legislative framework and the role the public can play in the policy process. This is followed by the theoretical framework of the municipal policy process. Based on the theoretical framework presented, an analysis is then made to prove whether the public do participate in the policy process in the Nelson Mandela Bay Municipality. It is envisaged that this study will promote the involvement of the public in the policy process in the Nelson Mandela Bay Municipality. Secondly, the study presents an overview of the legislative framework and the role the public can play in the management of refuse. This is followed by the theoretical framework of refuse management as functional area. Based on the theoretical framework presented, an analysis is then made to prove whether the public is involved in the management of refuse at the Nelson Mandela Bay Municipality. It is envisaged that this study will promote the active involvement of the public in refuse management in the Nelson Mandela Bay Municipality. Finally, the study ends by providing recommendations that will not only assist Nelson Mandela Bay Municipality alone, but the population and the government of the Republic of South Africa. , Thesis (PhD) -- Faculty of Management and Commerce, 2012
- Full Text:
The mediating role of mobile technology in the linkage between customer satisfaction and customer loyalty.
- Authors: Chihombori, Rumbidzai
- Date: 2012-01
- Subjects: Mobile Communication Systems--South Africa--Eastern Cape , Mobile Computing South Africa , South Africa Eastern Cape
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10353/25472 , vital:64282
- Description: The main objective of this study was to critically investigate the mediating role that the use of mobile technology plays in the linkage between customer satisfaction and customer loyalty in a semi-urban environment. The research problem focused on the application of mobile technology in the linkage between customer satisfaction and customer loyalty in the clothing industry in King Williams Town. In accomplishing this objective, this research study hypothesised that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty of customers of clothing retailers in South Africa. Multiple regression was conducted to test for the first hypothesis. The first secondary objective aimed at establishing if there is disconfirmation between customer expectations and the performance of clothing retail outlets in King Williams Town. In exploring this objective, it was hypothesised that there is negative disconfirmation between customer expectations and performance. A paired sample test was conducted to test for this hypothesis. In addition, the influence of service quality and customer satisfaction on customer loyalty was explored. To accomplish these, it was hypothesised that both service quality and customer satisfaction have an influence on customer loyalty. Pearson’s Correlation and the Chi-Square Test were applied to test the influence of service quality and Customer satisfaction on Customer loyalty. Data was analysed using the Statistical Package for Social Sciences (SPSS) statistical software. Regression analysis, chi-square tests, Paired sample tests and correlation reports were used to analyse data inferentially. Reliability and validity of the research was also tested using Cronchbach’s alpha test. The results show that mobile phones have become a basic necessity for customers and that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty; however, the mediation is partial. The results also show that there is positive disconfirmation between customer expectations and retailer performance; that both service quality and customer satisfaction have a positive correlation with customer loyalty and that mobile technology enhances customer loyalty. Finally, the results show that the total service experience of customers is favourable because the five components of service quality were rendered at a high level of service quality. The study offers several managerial recommendations. Firstly, retail managers should make strategic investments in mobile technology and use this technology to the full to reap the benefits of technologically advanced mobile communication. Secondly, managers should be creative in their use of this mobile technology to enhance customer satisfaction and, hence, customer loyalty. Thirdly, managers should prioritise the improvement of all five components of service quality in order to enhance customer loyalty. Finally, managers should provide a customer-centred service experience that exceeds customer expectations for service quality and mobile communication, one that maximises customer satisfaction and loyalty. The implementation of these recommendations could result in clothing retailers providing a customer-focused service experience in all five aspects of service quality. To successfully implement these recommendations, clothing retailers should: ensure that expectations created, could be accomplished or exceeded to build and enhance customer satisfaction; create expectations that are realistic to avoid negative disconfirmation and hence customer dissatisfaction; implement innovative and creative mobile communication strategies to build and enhance customer loyalty; and finally, improve loyalty programmes to enlarge the customer base. , Thesis (MA) -- Faculty of Management and Commerce, 2012
- Full Text:
- Authors: Chihombori, Rumbidzai
- Date: 2012-01
- Subjects: Mobile Communication Systems--South Africa--Eastern Cape , Mobile Computing South Africa , South Africa Eastern Cape
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10353/25472 , vital:64282
- Description: The main objective of this study was to critically investigate the mediating role that the use of mobile technology plays in the linkage between customer satisfaction and customer loyalty in a semi-urban environment. The research problem focused on the application of mobile technology in the linkage between customer satisfaction and customer loyalty in the clothing industry in King Williams Town. In accomplishing this objective, this research study hypothesised that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty of customers of clothing retailers in South Africa. Multiple regression was conducted to test for the first hypothesis. The first secondary objective aimed at establishing if there is disconfirmation between customer expectations and the performance of clothing retail outlets in King Williams Town. In exploring this objective, it was hypothesised that there is negative disconfirmation between customer expectations and performance. A paired sample test was conducted to test for this hypothesis. In addition, the influence of service quality and customer satisfaction on customer loyalty was explored. To accomplish these, it was hypothesised that both service quality and customer satisfaction have an influence on customer loyalty. Pearson’s Correlation and the Chi-Square Test were applied to test the influence of service quality and Customer satisfaction on Customer loyalty. Data was analysed using the Statistical Package for Social Sciences (SPSS) statistical software. Regression analysis, chi-square tests, Paired sample tests and correlation reports were used to analyse data inferentially. Reliability and validity of the research was also tested using Cronchbach’s alpha test. The results show that mobile phones have become a basic necessity for customers and that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty; however, the mediation is partial. The results also show that there is positive disconfirmation between customer expectations and retailer performance; that both service quality and customer satisfaction have a positive correlation with customer loyalty and that mobile technology enhances customer loyalty. Finally, the results show that the total service experience of customers is favourable because the five components of service quality were rendered at a high level of service quality. The study offers several managerial recommendations. Firstly, retail managers should make strategic investments in mobile technology and use this technology to the full to reap the benefits of technologically advanced mobile communication. Secondly, managers should be creative in their use of this mobile technology to enhance customer satisfaction and, hence, customer loyalty. Thirdly, managers should prioritise the improvement of all five components of service quality in order to enhance customer loyalty. Finally, managers should provide a customer-centred service experience that exceeds customer expectations for service quality and mobile communication, one that maximises customer satisfaction and loyalty. The implementation of these recommendations could result in clothing retailers providing a customer-focused service experience in all five aspects of service quality. To successfully implement these recommendations, clothing retailers should: ensure that expectations created, could be accomplished or exceeded to build and enhance customer satisfaction; create expectations that are realistic to avoid negative disconfirmation and hence customer dissatisfaction; implement innovative and creative mobile communication strategies to build and enhance customer loyalty; and finally, improve loyalty programmes to enlarge the customer base. , Thesis (MA) -- Faculty of Management and Commerce, 2012
- Full Text:
- «
- ‹
- 1
- ›
- »