IDEAS home Printed from https://ideas.repec.org/a/igg/jamse0/v8y2021i1p52-71.html
   My bibliography  Save this article

The Effects of Organisational Culture on Service Delivery in Public Institutions in Namibia: A Case Study

Author

Listed:
  • Efigenia Madalena Semente

    (Namibia University of Science and Technology, Namibia)

  • Immanuel Jacob Muronga

    (Namibia University of Science and Technology, Namibia)

Abstract

This study examined the effects of organisational culture on service delivery at public institutions in Namibia. The organisational culture assessment instrument (OCAI) was used to identify the organisational culture type. The study found hierarchy culture to be the dominant culture type. Further, a customer satisfaction survey based on the SERVQUAL metrics was used to measure the client's perception of the reliability, assurance, empathy, tangibles, and responsiveness of the chosen public institution. In total, 106 staff and clients participated in this study. Most of the clients felt that the chosen institution's empathy and assurance in service delivery were unsatisfactory suggesting that the institution's employees neither display a caring attitude nor politeness when dealing with the clients. The study concluded that lack of assurance and empathy from this hierarchical public institution culture type is the possible cause of poor service delivery among public institutions in Namibia since the study found strong relationship between organisational culture and service delivery.

Suggested Citation

  • Efigenia Madalena Semente & Immanuel Jacob Muronga, 2021. "The Effects of Organisational Culture on Service Delivery in Public Institutions in Namibia: A Case Study," International Journal of Applied Management Sciences and Engineering (IJAMSE), IGI Global, vol. 8(1), pages 52-71, January.
    • Handle: RePEc:igg:jamse0:v:8:y:2021:i:1:p:52-71
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJAMSE.2021010103
    Download Restriction: no
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:igg:jamse0:v:8:y:2021:i:1:p:52-71. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.