M.A. / The aim of this study was to gain an understanding of the nature and problems of metropolitan service delivery in South Africa. The dissertation provided a broad overview of the nature of metropolitan local government and the external environment within which local government operates. It deals with the relationship between local and other spheres of Government, as well as with the legislation that creates, defines and regulates local government. The dissertation focuses on the functioning of the sphere of local government (within its constituent structures, namely municipalities) within given regulatory and structural parameters. This enquiry is premised on the view that studying metropolitan government and administration in general, and in South Africa in particular, as well as specific factors that have a profound effect on such government-based structures should be taken into account. In the light of the above argument, the overarching perspective this study was based on was that of a documentary and conceptual analysis using qualitative research methods to explore the specific requirements that are set for the service delivery needs of citizens within metropolitan municipalities. This study aimed to provide a conceptual framework gained from the literature in order to explain the issues, concerns and challenges surrounding metropolitan service delivery and its application in municipal settings. In conceptualising local governance and management, the study focused on unravelling the concept from the perspective of clarifying and enhancing the understanding of the phenomenon, as well as exploring the inputs that may influence effective and efficient metropolitan service delivery both positively and negatively. Constant comparative data analysis methods were also used to search for recurring variables and themes. Due to the interdependence of all levels of Government, any discussion of constitutional mandates will inevitably touch on certain matters that will not only affect the other government levels in general, but also the total legislative and policy effort in particular.

The lack of service delivery by South African municipalities has received much attention in recent years. In South Africa, service quality within local government is perceived as being generally poor. According to the South African Constitution, the mandate of a municipality is to ensure service deliveries through satisfying citizens‟ basic needs. Therefore, an understanding of customers‟ expectations and perceptions is vital for any service organisation’s success. The research undertaken in this study was deemed necessary, given that service delivery by South African municipalities is widely considered to be lacking in various areas. The research was conducted against the backdrop of the White Paper on Local Government that calls for the provision of services to communities in a sustainable manner. The primary objective of the study was to provide a view on the community’s expectations and perceptions of the service quality delivery by the Emfuleni Local Municipality in order to identify any potential service quality gaps. The study follows a descriptive research design approach. The literature review comprised published research relating to service quality and service quality models. The literature review provides information on service quality from the perspective of general service industries, as well as an overview of the current South African local spheres of government. The outcomes of the literature review served to provide the theoretical framework for the empirical study. A questionnaire survey was utilised to gather the required data for the empirical portion of this study. Residents of the Emfuleni Local Municipality formed the sampling frame of this study. The questionnaire included the SERVQUAL measuring scale. Self-administered questionnaires using the mall-intercept survey method were employed as the data collection method. In accordance with the delineated scope of the study, this study was confined to the Vereeniging and Vanderbijlpark pay points of the Emfuleni Local Municipality. The study is cross-sectional in nature (data were collected in December 2010) and, as such, the results are representative of that point in time. The findings indicate that customers of the Emfuleni Local Municipality have negative perceptions of the quality of services delivered by the municipality. A statistical and practical significant difference was computed between expectations and perceptions on all of the service quality dimensions concerning service-quality delivery by the Emfuleni Local Municipality, thereby indicating service quality gaps that need to be addressed. The recommendations provided in this study focus on suggesting possible ways in which municipalities in South Africa in general, and in the Emfuleni Local Municipality in particular, may improve their service-quality delivery in order to decrease the gaps between expectations and perceptions, and doing so, increase customer satisfaction. Recommendations for closing these gaps include increasing marketing research, upgrading and maintaining the physical facilities, improving collaboration, co-ordination and co-operation between departments, keeping up-dated records, improving communication programmes, and implementing management and leadership training for management team. In addition, it is recommended that municipalities recruit qualified personnel who are willing to help, and that they engage in on-going staff training and motivation initiatives. / MCom, Business Management, North-West University, Vaal Triangle Campus, 2012

The lack of service delivery by South African municipalities has received much attention in recent years. In South Africa, service quality within local government is perceived as being generally poor. According to the South African Constitution, the mandate of a municipality is to ensure service deliveries through satisfying citizens‟ basic needs. Therefore, an understanding of customers‟ expectations and perceptions is vital for any service organisation’s success. The research undertaken in this study was deemed necessary, given that service delivery by South African municipalities is widely considered to be lacking in various areas. The research was conducted against the backdrop of the White Paper on Local Government that calls for the provision of services to communities in a sustainable manner. The primary objective of the study was to provide a view on the community’s expectations and perceptions of the service quality delivery by the Emfuleni Local Municipality in order to identify any potential service quality gaps. The study follows a descriptive research design approach. The literature review comprised published research relating to service quality and service quality models. The literature review provides information on service quality from the perspective of general service industries, as well as an overview of the current South African local spheres of government. The outcomes of the literature review served to provide the theoretical framework for the empirical study. A questionnaire survey was utilised to gather the required data for the empirical portion of this study. Residents of the Emfuleni Local Municipality formed the sampling frame of this study. The questionnaire included the SERVQUAL measuring scale. Self-administered questionnaires using the mall-intercept survey method were employed as the data collection method. In accordance with the delineated scope of the study, this study was confined to the Vereeniging and Vanderbijlpark pay points of the Emfuleni Local Municipality. The study is cross-sectional in nature (data were collected in December 2010) and, as such, the results are representative of that point in time. The findings indicate that customers of the Emfuleni Local Municipality have negative perceptions of the quality of services delivered by the municipality. A statistical and practical significant difference was computed between expectations and perceptions on all of the service quality dimensions concerning service-quality delivery by the Emfuleni Local Municipality, thereby indicating service quality gaps that need to be addressed. The recommendations provided in this study focus on suggesting possible ways in which municipalities in South Africa in general, and in the Emfuleni Local Municipality in particular, may improve their service-quality delivery in order to decrease the gaps between expectations and perceptions, and doing so, increase customer satisfaction. Recommendations for closing these gaps include increasing marketing research, upgrading and maintaining the physical facilities, improving collaboration, co-ordination and co-operation between departments, keeping up-dated records, improving communication programmes, and implementing management and leadership training for management team. In addition, it is recommended that municipalities recruit qualified personnel who are willing to help, and that they engage in on-going staff training and motivation initiatives. / MCom, Business Management, North-West University, Vaal Triangle Campus, 2012

This thesis explored the role of traditional leaders in the promotion of municipal service delivery. The study focuses on three main areas, namely the history and development of public administration, the effects of government environment on traditional leaders and a case study of the Royal Bafokeng Administration. To achieve the objectives of the study, it is necessary to indicate the objective of local government outlined in the Constitution of the Republic of South Africa 1996. The Constitution states the following objectives: the provision of services to communities in a sustainable manner, the promotion of social and economic development, as well as the involvement of communities and community organisations in the matters of local government. The quest for a better municipal service delivery cannot be achieved in isolation from the integration of traditional leaders into the South African Public Service. The integration of traditional leaders into the South African Public Service is to ensure that municipal services are rendered equitably, efficiently and effectively. A comparative analysis of the role of traditional leaders in the Republic of South Africa, Namibia, Swaziland, Lesotho and Botswana shows that, should African traditional leadership and governance be fully integrated into the South African Public Service structures, municipal service delivery will be accelerated. The study suggests that recognition of the role of traditional leaders in the promotion of service delivery will help to expedite the redress of municipal service delivery imbalances and inequities in the rural disadvantaged communities in South Africa. The study analyses the following question: to what extent can traditional leaders provide and add value in the promotion of municipal service delivery which will contribute to the new constitutional democracy in South Africa? The study examines the present state of the role of traditional leaders in the promotion of municipal services by studying three local government cases namely, Botswana tribal authorities, the Modjadji Tribal Authority and the Royal Bafokeng Administration. The study suggests that there is an urgent need to integrate traditional leaders into the local government structures to assist in clearing the municipal service delivery backlog. This thesis also suggests that the South African traditional leadership system be compared with its Southern African counterparts such as Botswana. / Thesis (DAdmin)--University of Pretoria, 2009. / School of Public Management and Administration (SPMA) / Unrestricted