Thesis (MPA (School of Public Management and Planning))--University of Stellenbosch, 2009. / ENGLISH ABSTRACT:
The purpose of this thesis is to determine the perceptions and expectations of
employees at regional offices about the service delivered to them by central head
office.
A further objective is to establish what employees at regional offices expect from
head office, attempting thereby to establish the current position of the head office
(perceived image) in relation to their expectations (ideal image).
The method of data collection is quantitative with a survey design technique in
the form of questionnaires to be completed by all employees at regional offices in
order to assess their perceptions and expectations.
The basis of the theoretical and legislative framework of this research is service
delivery. It is within the context of service delivery that internal customer service
within the organisation, in particular, is conferred. The legislative framework is
also dedicated to Batho Pele and the eight principles to highlight public service
delivery. These principles should equally be applied when it comes to internal
customer service.
The main findings from this study are that employees and the four regional offices
per se have different perceptions and expectations about the internal service
delivered by central head office. This must be taken cognisance of because
perceptions can be the core element of most organisational behaviour and the expectations that employees hold is important for the morale and effectiveness of
organisations.
The following objectives were achieved:
A review of the policies, documents and annual reports to determine to what
extent the central head office delivers an internal service to the regional
offices.
An evaluation as to how internal service delivery is being perceived.
An evaluation of the ideal central head office.
Established the shortcomings of the current internal service being delivered.
It is also recommended that future research can be to ascertain how those
negative feelings impacts on job satisfaction and commitment to the organisation
and how it affects employee turnover. / AFRIKAANSE OPSOMMING:
Die doel van hierdie tesis is om die persepsies en verwagtinge van werknemers
by die streekkantore, oor die diens wat aan hulle verskaf deur sentrale
hoofkantoor, te bepaal.
'n Verdere doel is om vas te stel wat werknemers by die streekkantore verwag
van hoofkantoor. Sodoende probeer om vas te stel wat die huidige stand van die
hoofkantoor (waargenome beeld) in verhouding tot hul (werknemers) verwagtinge
(ideaal beeld) is.
Die metode van data-insameling is kwantitatief met 'n opname ontwerp in die
vorm van vraelyste. Hierdie vraelyste sal deur alle werknemers by die
streekkantore voltooi word, om hul persepsies en verwagtinge te assesseer.
Die basis van die teoretiese en die wetgewende raamwerk van hierdie navorsing
is dienslewering. Dit is binne die konteks van dienslewering wat interne kliënte
diens binne die organisasie, in die besonder, toegeken word. Die wetgewende
raamwerk is ook toegewyd aan die agt beginsels van Batho Pele en dus
openbare dienslewering te versterk. Hierdie beginsels moet ook toegepas word
wanneer dit kom by die interne kliënte diens.
Die belangrikste bevindings van hierdie studie is dat die werknemers en die vier
streekkantore as sulks het verskillende persepsies en verwagtinge oor die interne
diens gelewer deur die sentrale hoofkantoor. Dit moet kennis geneem word want
persepsies kan die kern element van meeste organisatoriese gedrag wees en die
verwagtinge wat werknemers hou is belangrik vir die moraal en doeltreffendheid
van organisasies.
Die volgende doelwitte was bereik:
„n Hersiening van die beleid, dokumente en die jaarlikse verslae om te
bepaal tot watter mate die sentrale hoofkantoor „n interne diens aan die
streekkantore lewer.
„n Evaluering oor hoe interne dienslewering waargeneem word.
„n Evaluering van die ideale sentrale hoofkantoor.
Die tekortkominge van die huidige interne diens wat gelewer word is
vasgestel.
Dit word aanbeveel dat toekomstige navorsing toegewy word om vas te stel hoe
negatiewe gevoelens impak op werkstevredenheid en verbintenis tot die
organisasie en ook hoe dit werknemer omset beïnvloed.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:sun/oai:scholar.sun.ac.za:10019.1/1967 |
| Date | 12 1900 |
| Creators | Adams, Vanessa |
| Contributors | Ketel, Belinda, University of Stellenbosch. Faculty of Economic and Management Sciences. School of Public Management and Planning. |
| Publisher | Stellenbosch : University of Stellenbosch |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | Unknown |
| Type | Thesis |
| Rights | University of Stellenbosch |
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