Mediating Factors Of Municipal Service Excellence

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Zeleke Worku

Abstract

The City of Tshwane renders municipal services to about 3 million people. The perception of people who live and work in the City was assessed by gathering data from a sample of 402  people who live in the City on 57 indicators of satisfaction with the quality, affordability and efficiency of municipal services (water, sanitation, electricity, waste removal, safety and security, and the maintenance of roads, street lights and municipal infrastructure. The study found that about 76% of respondents were happy with the quality of municipal services provided to them. Perceived satisfaction with various aspects of municipal services was measured by using a measurement tool defined by Ananda and Pawsey (2019).  The results identified 3 influential mediating factors of service excellence. The three influential mediating factors were resolving queries from customers on municipal accounts promptly, the effective use of the Help Desk for assisting customers who require help, and the effective collection of municipal bills from customers.

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