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An analysis of citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa

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  • Oludele Akinloye Akinboade
  • Emilie Chanceline Kinfack
  • Mandisa Putuma Mokwena

Abstract

Purpose - The purpose of this paper is to analyze citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa. The municipality consists of three local municipalities, Lesedi, Emfuleni and Midvaal. Design/methodology/approach - The sampling procedure was carefully designed, taking into account the spatial distribution of the population in the Sedibeng district municipality and the three local municipalities. A structured sample of 1,000 respondents was used for the study and descriptive and inferential statistics approaches were used. The focus was on citizen satisfaction with public service delivery in health care, housing, water, electricity, solid waste removal, community services or overall physical appearance of the community, cutting crimes and job creation. Findings - Respondents are most dissatisfied with roads maintenance, government efforts to create jobs and reduce crime. Respondents from Emfuleni local municipality hold more positive feelings about public service delivery in the area of water, electricity, and solid waste. Their most negative feeling is in the area of job creation, roads and the municipality's efforts in cutting down on crime. On balance, respondents from Lesedi hold positive feelings about public service delivery only in the area of water and electricity supplies. Similarly, their most negative feelings are in the area of job creation, roads, and the municipality's efforts in cutting crime. Respondents from Midvaal do not hold positive feelings about public service delivery in their local municipality. Similar to other two local municipalities, their most negative feelings are in the area of job creation, roads, and the municipality's efforts in cutting crime. Overall, the most negative sentiment about public service delivery has been expressed by respondents from Midvaal, followed by Emfuleni and Lesedi. Practical implications - It is important for public service delivery in Sedibeng municipality to improve so that citizens' public confidence can rise. Originality/value - Throughout Africa, governments have been entrusted to finance and provide basic services such as health, education, telecommunications, safe water and modern sanitation. Adequate access to these services enhances development. Public services are a key determinant of quality of life that is not measured in per capita income. They are also an important element of any poverty reduction strategy. Thus, improving public service delivery is one of the biggest challenges in the continent.

Suggested Citation

  • Oludele Akinloye Akinboade & Emilie Chanceline Kinfack & Mandisa Putuma Mokwena, 2012. "An analysis of citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 39(3), pages 182-199, February.
    • Handle: RePEc:eme:ijsepp:v:39:y:2012:i:3:p:182-199
    DOI: 10.1108/03068291211199350
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    References listed on IDEAS

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    2. Muhammad Umar Bello & David Martin @ Daud Juanil & Rozilah Kasim & Muhammad Najib Razali & Yunos Ngadiman & Talib Bon, 2018. "Evidence of Municipal Awareness as a Construct for Enhancing Citizen Satisfaction in Municipal Council of Malaysia," Traektoriâ Nauki = Path of Science, Altezoro, s.r.o. & Dialog, vol. 4(2), pages 1001-1012, February.
    3. Yue Wang & Honggen Zhu & Noshaba Aziz & Yu Liu, 2023. "Does Social Capital Improve the Effectiveness of Public Service? An Insight from Rural-to-Urban Migrants in China," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 165(2), pages 431-452, January.
    4. Waspodo Tjipto Subroto, 2015. "Revitalization of Pancasila Economic System in the Globalization Era," International Journal of Economics and Financial Issues, Econjournals, vol. 5(4), pages 860-868.
    5. Ebrahim Farhan Mubarak Busenan, 2023. "The Relationship between Human Capital and Public Services Performance: The Role of Islamic Work Ethics as a Mediating Variable A Case Study of Public Sector Organizations of Bahrain," Technium Social Sciences Journal, Technium Science, vol. 45(1), pages 481-488, July.
    6. Chengedzai Mafini & Daniel Francois Meyer, 2016. "Satisfaction with Life Amongst the Urban Poor: Empirical Results from South Africa," Acta Universitatis Danubius. OEconomica, Danubius University of Galati, issue 12(5), pages 33-50, OCTOBER.
    7. Yasutoshi Moteki, 2023. "Customer Satisfaction with Branch Office Services in Higashihiroshima, Hiroshima Prefecture," Public Organization Review, Springer, vol. 23(2), pages 805-823, June.

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