Proceedings of the 34th International Academic Conference, Florence

AN ANALYSIS OF THE FACILITATING AND CONSTRAINING FACTORS AFFECTING QUALITY SERVICE DELIVERY IN A SELECTED NAMIBIAN PARASTATAL

CHRISTOPHER SIMASIKU, NICO SCHUTTE

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.

Keywords: Government, Job Demands, Job Resources, Performance, Service Quality

DOI: 10.20472/IAC.2017.034.050

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