publication . Article . 2017

The effect of service delivery in public ‘community service centres’: A case of an emerging economy

Ndabazinhle Ngobese; Roger Bruce Mason; Mandusha Maharaj;
Open Access
  • Published: 01 Jul 2017 Journal: Risk Governance and Control: Financial Markets and Institutions, volume 7, pages 44-54 (issn: 2077-429X, eissn: 2077-4303, Copyright policy)
  • Publisher: Virtus Interpress
<jats:p>This 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...
Persistent Identifiers
free text keywords: Strategy and Management, Economics and Econometrics, Finance, SAPS, Client Service, Community Policing, Service Delivery, Business, Marketing, Service level requirement, Emerging markets, Service design, business.industry, Service provider, Service quality, Service delivery framework, Service system, SERVQUAL, lcsh:Finance, lcsh:HG1-9999
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