Track: Service Systems and Management

Abstract

This research assessed the service quality delivery in selected Namibia local authorities. The objectives of the study were to assess the levels of service quality, derive strategies that can improve service delivery in the two selected local authorities and to compare the current service levels with service standards/levels. The study employed a quantitative survey design based on the FM-SERVQUAL instrument. A sample of 100 residents from two local authorities, that is, Oshakati and Ongwendiva, were drawn on a proportional basis. Systematic random sampling was then used to draw the 50 participants from each local authority. The findings show that 20 service elements were below the service quality level for one local authority and two for the other. Overall, 59 service elements were identified above service quality for both authorities. The findings show that there were 20 service elements identified below Service Quality level for Oshakati and two service elements for Ongwediva town Council. However, 20 service elements in Oshakati town Council and 39 elements in Ongwediva town Council achieved a good service quality level when evaluated at index of the more than 3.0 scale. Overall, 59 service elements were identified above service quality for both Oshakati and Ongwediva town Council.