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An Analysis of the Facilitating and Constraining Factors Affecting Quality Service Delivery in a Selected Namibian Parastatal

Author

Listed:
  • Christopher Simasiku

    (Southern Business School)

  • Nico Schutte

    (GIFT Research Niche Area North-West University)

Abstract

The main objective of this research was to explore the facilitating and constraining factors affecting the quality service delivery of a selected Namibian parastatal. A Job characteristics inventory and SERVQUAL was administered among employees and customers of the selected parastatal (N=128). The results show that on average the constraining factors in this study include high workloads, emotional demands relating to the work environment, job insecurity and poor compensation. Enabling factors included a high level of colleague support, followed by supervisor support, access to information and performance management. The customers were less satisfied with the responsiveness and reliability of the service. High workload significantly reduced the reliability and responsiveness relating to service quality. Colleague support enhanced the responsiveness of service quality. Recommendations are made.

Suggested Citation

  • Christopher Simasiku & Nico Schutte, 2017. "An Analysis of the Facilitating and Constraining Factors Affecting Quality Service Delivery in a Selected Namibian Parastatal," Proceedings of International Academic Conferences 5908283, International Institute of Social and Economic Sciences.
    • Handle: RePEc:sek:iacpro:5908283
    as

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    References listed on IDEAS

    as
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    More about this item

    Keywords

    Government; Job Demands; Job Resources; Performance; Service Quality;
    All these keywords.

    JEL classification:

    • J24 - Labor and Demographic Economics - - Demand and Supply of Labor - - - Human Capital; Skills; Occupational Choice; Labor Productivity

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