Please use this identifier to cite or link to this item: https://hdl.handle.net/10321/2909
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dc.contributor.authorNgobese, Ndabazinhleen_US
dc.contributor.authorMason, Roger Bruceen_US
dc.contributor.authorMaharaj, Mandushaen_US
dc.date.accessioned2017-11-27T05:42:38Z-
dc.date.available2017-11-27T05:42:38Z-
dc.date.issued2017-
dc.identifier.citationNgobese, N., Mason, R., Maharaj, M. (2017). The effect of service delivery in public ‘community service centres’: A case of an emerging economy. Risk governance & control: financial markets & institutions. 7(3): 44-54. doi:10.22495/rgcv7i3p5en_US
dc.identifier.issn2077-429X (print)-
dc.identifier.issn2077-4303 (online)-
dc.identifier.urihttp://hdl.handle.net/10321/2909-
dc.description.abstractThis study investigated public perceptions of the service delivery provided by the Community Service Centres (CSC) of the South African Police Service (SAPS) Durban, South Africa. The study focuses on measuring service quality and service delivery. SERVQUAL was used to compare clients’ perceptions against expectations of service quality. Four hundred respondents were surveyed at three community service centres (previously known as ‘police stations’), with expectations and perceptions being assessed via the dimensions of tangibility, reliability, responsiveness, assurance and empathy. The results indicate that in all five dimensions there is a significant negative quality gap, implying that the quality of service received is below what is expected by clients. Improvements are required in all five dimensions if service delivery is to be improved. Actions needed to improve service quality include regular assessment and monitoring of clients’ experiences, as well as employees’ behaviour.en_US
dc.format.extent11 pen_US
dc.language.isoenen_US
dc.publisherVirtus Interpressen_US
dc.relation.ispartofRisk governance & control: financial markets & institutions (Online)en_US
dc.subjectService Qualityen_US
dc.subjectSAPSen_US
dc.subjectSERVQUALen_US
dc.subjectClient Serviceen_US
dc.subjectCommunity Policiingen_US
dc.subjectService Deliveryen_US
dc.titleThe effect of service delivery in public ‘community service centres’: A case of an emerging economyen_US
dc.typeArticleen_US
dc.identifier.doihttps://doi.org/10.22495/rgcv7i3p5-
item.grantfulltextopen-
item.cerifentitytypePublications-
item.fulltextWith Fulltext-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.languageiso639-1en-
item.openairetypeArticle-
Appears in Collections:Research Publications (Management Sciences)
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