Assessment on factors affecting Service Quality of Information Technology on Service Delivery at Naledi Local Municipality

Abstract

<p>In the South African post-apartheid era, there continues to be high expectations of government in respect of improved delivery of service and of closer consultation with citizens. Public service delivery provision has been under the spotlight. South African policy makers, public servants and the media have urged government to make a concerted national effort to address service inefficiencies. This scenario thus calls for the need to ascertain municipalities' expectation and perception of the quality of IS support services rendered to them by either the Service Providers or the Department and also to measure the gap thereof. The main objective of the research was to assess the factors affecting Service Quality of Information Technology at Naledi Local Municipality which serves under Dr Ruth Segomotsi Mompati District Municipality. During the investigations it was noted that the most imperative tools that should be used to measure constructs with regard to service quality, are internal customer satisfaction, management commitment, customer productivity, system, policy and procedure, human resource management, infrastructure and environmental factor ( consisting with technology, equipment and facilities), overall service quality and performance, which the municipality has, complimented by the assistance from National Treasury. There were a total of 21 respondents who participated in the research and all of the questionaires were answered. The population consisted of the Mayor, Municipal Manager (Accounting Officer); Chief Financial Officer; Deputy Financial Officer; Budget and Treasury Officers; all section 57 Managers; and other municipal officials. The researcher conducted the study in a quantitative perspective and the data collected from the respondents, through questionnaires, was used as an analysis to this study.</p>