Determining Service Quality and Customer Satisfaction at eThekwini Municipality in South Africa

Proceedings of The 2nd World Conference on Management, Business, and Economics

Year: 2021


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Determining Service Quality and Customer Satisfaction at eThekwini Municipality in South Africa

Nonhlanhla Nxumalo and Professor Muhammad Hoque



This study proposed to assess service quality, customer satisfaction and the performance of service rendered by the eThekwini Municipality Water and Sanitation Unit.   The research adopted a quantitative research approach using a structured questionnaire survey to collect data. The researcher collected data from four out of the eight walk-in centres and two hundred and eleven respondents were interviewed. Sampling was not undertaken since all the customers who came for service and could be approached were requested to complete the questionnaire. The focus of the study was to assess service quality and customer satisfaction at these four walk-in centres. The data collected were analysed using the SPSS statistical tool.  The results indicated that most customers indicated that the service met their expectations in each of the five service quality dimensions; (tangible, reliability, responsiveness, assurance and empathy) and more than 50% of the respondents agreed that they were satisfied with the quality of service they were receiving from the Unit.  The unit management would be advised to attend to a few areas of service quality dimensions that are outlined in the research. One was the concerns raised regarding the long queues at the walk-in centres when printing statement of accounts.  The study also highlighted the walk-in centre that received the lowest service quality and the customers’ satisfaction score.  Overall ratings for service quality and customer satisfaction were presented and recommendations made to the municipality to maintain good ratings.

keywords: Customer expectations; public-sector delivery; repurchase decisions.