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Assessing Service Delivery: Public Perception Of Municipal Service Delivery In South Africa

Author

Listed:
  • Tyanai MASIYA

    (School of Public Management and Administration, University of Pretoria, South Africa)

  • Yul D. DAVIDS

    (Democracy, Governance and Service Delivery Programme, Human Sciences Research Council, South Africa)

  • Mary S. MANGAI

    (School of Public Management and Administration, University of Pretoria, South Africa)

Abstract

Existing research reveals that there has been increasing community impatience related to basic municipal service delivery in developing countries, for example, South Africa. Many scholars have argued that the rise in service delivery protests in South Africa can be attributed to organisational failure to provide satisfactory basic services because many communities remain un-serviced. This article investigates citizen satisfaction with basic municipal service delivery in South Africa and analyses citizen perceptions thereof based on the South African Social Attitude Survey. The study is quantitative in nature. The findings reveal that citizen dissatisfaction with service delivery is influenced by factors such as perceptions of relative deprivation and inequality, unfulfilled political promises, uneven access to services, provision of substandard services and high levels of poverty including disparities which emanate from the post-apartheid regime. The article is relevant at this point because many African municipalities are facing similar service delivery challenges.

Suggested Citation

  • Tyanai MASIYA & Yul D. DAVIDS & Mary S. MANGAI, 2019. "Assessing Service Delivery: Public Perception Of Municipal Service Delivery In South Africa," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 14(2), pages 20-40, May.
    • Handle: RePEc:rom:terumm:v:14:y:2019:i:2:p:20-40
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    References listed on IDEAS

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    1. Oludele A. Akinboade & Mandisa Putuma Mokwena & Emilie C. Kinfack, 2013. "Understanding citizens' participation in service delivery protests in South Africa's Sedibeng district municipality," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 40(5), pages 458-478, April.
    2. Gregg G. Van Ryzin, 2004. "Expectations, performance, and citizen satisfaction with urban services," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 23(3), pages 433-448.
    3. Sultan O. Almarshad, 2015. "Municipal Awareness and Citizen Satisfaction: The Case of Northern Borders in Saudi Arabia," International Review of Management and Marketing, Econjournals, vol. 5(2), pages 94-101.
    4. Oludele A. Akinboade & Mandisa Putuma Mokwena & Emilie C. Kinfack, 2013. "Understanding citizens' participation in service delivery protests in South Africa's Sedibeng district municipality," International Journal of Social Economics, Emerald Group Publishing, vol. 40(5), pages 458-478, May.
    5. Anuradha Joshi & Mick Moore, 2004. "Institutionalised Co-production: Unorthodox Public Service Delivery in Challenging Environments," Journal of Development Studies, Taylor & Francis Journals, vol. 40(4), pages 31-49.
    6. Katarina Roos & Anders Lidström, 2014. "Local policies and local government legitimacy. The Swedish case," Urban Research & Practice, Taylor & Francis Journals, vol. 7(2), pages 137-152, July.
    Full references (including those not matched with items on IDEAS)

    Citations

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    Cited by:

    1. Alice MOTSI & Samuel GUMBE & Noel MUZONDO & Forbes MAKUDZA, 2024. "An Innovative Leadership Model Of Service Delivery In Urban Local Authorities," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 19(1), pages 54-69, February.
    2. Ricardo Hausmann & Federico Sturzenegger & Patricio Goldstein & Frank Muci & Douglas Barrios, 2022. "Macroeconomic risks after a decade of microeconomic turbulence: South Africa (2007-2020)," WIDER Working Paper Series wp-2022-3, World Institute for Development Economic Research (UNU-WIDER).
    3. Snyman, Lourens & Coetzee, Serena, 2024. "Measuring geographic accessibility in data poor rural areas by augmenting the road network with a triangular irregular network – A case study in the O.R. Tambo District Municipality of the Eastern Cap," Journal of Transport Geography, Elsevier, vol. 115(C).
    4. Chipo Mutyambizi & Tholang Mokhele & Catherine Ndinda & Charles Hongoro, 2020. "Access to and Satisfaction with Basic Services in Informal Settlements: Results from a Baseline Assessment Survey," IJERPH, MDPI, vol. 17(12), pages 1-21, June.
    5. John Mamokhere, 2023. "Sending a message to the top: the influence of service delivery protests on service delivery planning in South African municipalities," Insights into Regional Development, VsI Entrepreneurship and Sustainability Center, vol. 5(2), pages 60-71, June.
    6. Md. Al-Fahad BHUIYAN & Md. Ashraful ISLAM, 2023. "Assessment Of Service Quality Of Urban Local Government In Bangladesh: The Case Of Pabna Municipality," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 18(1), pages 85-105, February.

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