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Exploring the Challenges and Factors Impeding Effective Public Service Delivery at a Municipality in Namibia

Author

Listed:
  • Johanna Pangeiko Nautwima

    (Namibia Business School, University of Namibia, Windhoek, Namibia)

  • Asa Romeo Asa

    (Faculty of Commerce, Human Sciences and Education, Namibia University of Science and Technology, Windhoek, Namibia)

Abstract

This study explored the challenges and factors impeding effective public service delivery in Namibia, using a municipality in the Otjozondjupa Region as a case representative. The study sought further to devise strategies that can be used to improve customer satisfaction. The study was grounded in the interpretivism philosophy, utilised a case study design, and a mono-qualitative approach. The study used a semi-structured interview guide to conduct one-on-one interviews with eight (8) key municipal employees to collect the data. The data were analysed using reflexive thematic analysis in which occurring themes and patterns in information gathered were identified using ATLAS.ti software. The study found a lack of funds due to poor revenue collection mechanisms, poor municipal planning, poor infrastructure, poor community engagement, lack of serviced land, and inadequate employees as the key challenging factors of effective public service delivery. The causative aspects of these challenges include customers who fail or delay paying their municipal bills, insufficient allocation of funds from the government, and the inability of the management of the municipality to make sound decisions for enhancing public service delivery. The findings show that these challenges can be addressed through constant customer satisfaction surveys, frequent employee training, community involvement, fundraising activities, and sound budgeting. Lastly, the study recommends that the municipality frequently utilise the gap analysis model to identify areas where they fall behind and devise strategies for enhancing effective service delivery.

Suggested Citation

  • Johanna Pangeiko Nautwima & Asa Romeo Asa, 2022. "Exploring the Challenges and Factors Impeding Effective Public Service Delivery at a Municipality in Namibia," International Journal of Innovation and Economic Development, Inovatus Services Ltd., vol. 8(5), pages 15-24, December.
  • Handle: RePEc:mgs:ijoied:v:8:y:2022:i:5:p:15-24
    DOI: 10.18775/ijied.1849-7551-7020.2015.85.2002
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    References listed on IDEAS

    as
    1. Asa Romeo Asa & Harold Campbell & Johanna Pangeiko Nautwima, 2022. "A Critical Review of Organizing Knowledge Management for Innovation," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 8(2), pages 7-15, January.
    2. Diagne, Mame Fatou & Ringold, Dena & Zaidi, Salman, 2012. "Governance and public service delivery in Europe and Central Asia : unofficial payments, utilization and satisfaction," Policy Research Working Paper Series 5994, The World Bank.
    3. Mohammed Al Awadh, 2022. "Utilizing Multi-Criteria Decision Making to Evaluate the Quality of Healthcare Services," Sustainability, MDPI, vol. 14(19), pages 1-21, October.
    4. Karl Markos Biswas & Mohammed Nusari & Abhijit Ghosh, 2019. "The Influence of Website Service Quality on Customer Satisfaction Towards Online Shopping: The Mediating Role of Confirmation of Expectation," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 5(6), pages 7-14, September.
    Full references (including those not matched with items on IDEAS)

    Citations

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    Cited by:

    1. Asa Romeo Asa & Johanna Pangeiko Nautwima & Jesaria Khom-Oabes, 2023. "The Role of Strategic Change Management in Enhancing Academic Institutions’ Sustainability," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 9(3), pages 41-53, March.

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    More about this item

    Keywords

    Public service in Namibia; Service quality; Challenges of effective public service delivery; Customer satisfaction;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General

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