- Title
- An evaluation of the impact of communication on service delivery and customer satisfaction in selected municipalities, Eastern Cape, South Africa
- Creator
- Tyembile, Sandiso
- Subject
- Community development -- South Africa
- Subject
- Human services
- Subject
- Political participation -- South Africa
- Date
- 2015-01
- Type
- Master's theses
- Type
- text
- Identifier
- http://hdl.handle.net/10353/26270
- Identifier
- vital:65226
- Description
- Local government has a legal obligation and a political responsibility to ensure regular and effective communication with the community. The Constitution of the Republic of South Africa Act 1996 and other statutory enactments all impose an obligation on local government communicators and require high levels of transparency, accountability, openness, participatory democracy and direct communication with the communities to improve service delivery and the lives of all. However, this study was to assess the impact of communication on service delivery and customer satisfaction in the selected municipalities in Eastern Cape Province of South Africa. The research involved the collection of qualitative and quantitative data through simple random and convenience samplings. The data were collected using survey questionnaires, focus groups and in-depth interviews at two municipalities namely; Lukhanji local municipality and Intsika Yethu local municipality. Subsequently, data were analysed using descriptive and Statistical Package for Social Science (SPSS) and through thematic analysis. The findings of this study showed that municipal executive, management, supervisors and the citizens or customers value communication in government because it gives support to service delivery and most of the communication programmes are effective. Nevertheless, the findings showed that a lot still needs to be done to improve municipal communication and also ensure more direct engagements and feedback with the communities.
- Description
- Thesis (MSoc) -- Faculty of Social Sciences and Humanities, 2015
- Format
- computer
- Format
- online resource
- Format
- application/pdf
- Format
- 1 online resource (171 leaves)
- Format
- Publisher
- University of Fort Hare
- Publisher
- Faculty of Social Sciences and Humanities
- Language
- English
- Rights
- University of Fort Hare
- Rights
- All Rights Reserved
- Rights
- Open Access
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Collections
UFH Department of Communication
| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | Full Masters Dissertation.pdf | 2 MB | Adobe Acrobat PDF | View Details Download |