M.Tech. Business Administration. Business School. / The study attempts to identify and quantify factors that affect service delivery by local government counselors in Gauteng and North-West provinces. The study showed that overall satisfaction with the quality of services provided at the two sites of study (Tshwane District and Madibeng municipalities) was influenced by similar factors based on results obtained from data analysis. This shows that there was no significant difference between residents of Tshwane District and Madigeng municipalities with regards to expectations from service providers and elected officials who are responsible for the delivery of municipal services.

Thesis (MBA) -- Stellenbosch University, 2007. / ENGLISH ABSTRACT: This research report is about the implementation of strategy in a developmental orientated municipality. It demonstrates through a case study how the Department of Financial Services implements the long-term goals and objectives of the Naledi Local Municipality. It also demonstrates how the strategic integrated development plan and the budget of the municipality direct the service delivery and budget implementation action plans of the municipality and its departments. A departmental scorecard for the Department of Financial Services and an individual scorecard for the Manager: Financial Services was developed, based on the municipality's corporate scorecard. The Balanced Scorecard as a tool to focus and align resources towards the municipality's strategy was used as implementation model. Key performance areas, key performance indicators and targets were also developed to ensure that strategy to be implemented can be measured. The case study clearly indicates that the municipality is on the right track with regard to the implementation of strategy in theory and in practice. However, certain issues are highlighted as hindrances that will undoubtedly impact on the successful implementation of the municipality's long-term goals and objectives. / AFRIKAANSE OPSOMMING: Hierdie navorsingverslag handel oor 'n gevallestudie van strategie implimentering in 'n ontwikkelingsgerigte munisipaliteij. Die gevaliestudie demonstreer hoe die Departement van Finansiele Dienste die langtermyn doelwilte en doelstellings van die Naledi Plaaslike Munisipaliteit implimenteer. Die gevallestudie demonstreer verder ook hoe die strategiese geIntegreerde ontwikkelingsplan en begroting van die munisipaliteit die dienslewering en begroting-implimenteringsaksieplanne van die munisipaliteit en sy departemente rig. 'n Departementele telkaart vir die Department van Finansiele Dienste en 'n individuele telkaart vir die Bestuurder: Finansiele Dienste, gebaseer op die korporatiewe telkaart, is ook ontwikkei. Die Gebalanseerde Telkaart is gebruik as 'n instrument om hulpbronne te lokus op die munisipaliteit se S6 strategie. Sleutelprestasie-areas, sleutelprestasie-indikatore en -teikens is ontwikkel om te verseker dat die implimentering van strategie gemeet kan word. Die gevaliestudie toon duidelik ook aan dat die munisipaliteit in teorie en in praktyk op die regte spoor is met die implimentering van strategie. Sakere kwessies word egter uitgelig as hindemisse wat die suksesvolle implimentering van die munisipaliteit S6 langtermyn doelwilte en doelsteliings ongetwyfeld sal beInvloed.

The study revolves around factors influencing the perceptions of service delivery by local municipalities in the Central District Municipality in the North West Province. Service delivery in general, as perceived by communities, has been a serious dilemma for most South African local municipalities. Factors in service delivery, as applicable in service marketing, have been examined through a detailed SERVQUAL research method. The focus areas have been service quality dimensions: • Reliability : the ability to deliver the promised service dependably and accurately; • Responsiveness : willingness to help and provide prompt customer service; • Assurance : knowledge, courtesy and ability of service providers to inspire trust and confidence • Empathy : caring and individualised attention given to clients; and • Tangibles : appearance of physical facilities, equipments, personnel and written materials. All five local municipalities in the Central District were involved in the study, and the main findings indicate that the residents in all the affected municipalities do not have confidence in the local government for service delivery. All five municipalities performed badly on the aspect of reliability and there is negative perception on responsiveness and willingness to provide prompt service by all the municipalities. The municipalities are perceived not to be able to command respect and instil confidence on their residents. The performance on empathy, where individual customised services are expected is poor. It is only on tangibles, where physical facilities are regarded as satisfactory. It is recommended that all municipalities should look inwardly and improve on their capacity on skills, financial management as well as bench-marking with international cities and towns for effective municipal service delivery. Service marketing as a management principle should be implemented immediately to save the current situation of loss of clientele and customer confidence. Other areas of quality improvement to be looked at are Total Quality Management and Work Improvement Team Strategy. / (MBA) North-West University, Mafikeng Campus, 2006