Human resource service quality in the North West Department Local Government and Traditional Affairs : Mmabatho, South Africa

Abstract

Importance of the study The study aims to help both employees and the management of the Department of Local Government and Traditional Affairs to understand the quality of services offered by the Directorate of Human Resource Management. The study will also aim to instil and sustain a service quality culture in public service and ensure that activities of human resource directorate are performed well. The study was undertaken to determine the quality of service provided by Human Resource Service in the Department of Local Government and Traditional Affairs. Findings Taking into account the chapter four results and the objective of the study, it shows that the quality of service offered by the Department of Human Resources within the Ministry of Local Government and Traditional Affairs is fairly adequate although there are still room for improvement. It was revealed that 74% costs of participants were employees at the lower levels, as only 2% of the senior managers participated. Key recommendations Several recommendations and suggestions were made in order to improve the operational and satisfaction of other employees within the department. Findings reveal that quality of service does effect the customer satisfaction up to some certain level as both concepts are distinct and the relationship found between them is casual. To improve performance system, department should focus more on introducing employee oriented policies by establishing a service culture followed by a strong strategy in place and by removing gaps between management and employees.