IDEAS home Printed from https://ideas.repec.org/a/mgs/ijoied/v8y2022i5p15-24.html
   My bibliography  Save this article

Exploring the Challenges and Factors Impeding Effective Public Service Delivery at a Municipality in Namibia

Author

Listed:
  • Johanna Pangeiko Nautwima

    (Namibia Business School, University of Namibia, Windhoek, Namibia)

  • Asa Romeo Asa

    (Faculty of Commerce, Human Sciences and Education, Namibia University of Science and Technology, Windhoek, Namibia)

Abstract

This study explored the challenges and factors impeding effective public service delivery in Namibia, using a municipality in the Otjozondjupa Region as a case representative. The study sought further to devise strategies that can be used to improve customer satisfaction. The study was grounded in the interpretivism philosophy, utilised a case study design, and a mono-qualitative approach. The study used a semi-structured interview guide to conduct one-on-one interviews with eight (8) key municipal employees to collect the data. The data were analysed using reflexive thematic analysis in which occurring themes and patterns in information gathered were identified using ATLAS.ti software. The study found a lack of funds due to poor revenue collection mechanisms, poor municipal planning, poor infrastructure, poor community engagement, lack of serviced land, and inadequate employees as the key challenging factors of effective public service delivery. The causative aspects of these challenges include customers who fail or delay paying their municipal bills, insufficient allocation of funds from the government, and the inability of the management of the municipality to make sound decisions for enhancing public service delivery. The findings show that these challenges can be addressed through constant customer satisfaction surveys, frequent employee training, community involvement, fundraising activities, and sound budgeting. Lastly, the study recommends that the municipality frequently utilise the gap analysis model to identify areas where they fall behind and devise strategies for enhancing effective service delivery.

Suggested Citation

  • Johanna Pangeiko Nautwima & Asa Romeo Asa, 2022. "Exploring the Challenges and Factors Impeding Effective Public Service Delivery at a Municipality in Namibia," International Journal of Innovation and Economic Development, Inovatus Services Ltd., vol. 8(5), pages 15-24, December.
  • Handle: RePEc:mgs:ijoied:v:8:y:2022:i:5:p:15-24
    DOI: 10.18775/ijied.1849-7551-7020.2015.85.2002
    as

    Download full text from publisher

    File URL: https://researchleap.com/wp-content/uploads/2023/01/02_Exploring-the-Challenges-and-Factors-Impeding-Effective-Public-Service-Delivery-at-a-Municipality-in-Namibia.pdf
    Download Restriction: no

    File URL: https://researchleap.com/exploring-the-challenges-and-factors-impeding-effective-public-service-delivery-at-a-municipality-in-namibia/
    Download Restriction: no

    File URL: https://libkey.io/10.18775/ijied.1849-7551-7020.2015.85.2002?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Asa Romeo Asa & Harold Campbell & Johanna Pangeiko Nautwima, 2022. "A Critical Review of Organizing Knowledge Management for Innovation," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 8(2), pages 7-15, January.
    2. Diagne, Mame Fatou & Ringold, Dena & Zaidi, Salman, 2012. "Governance and public service delivery in Europe and Central Asia : unofficial payments, utilization and satisfaction," Policy Research Working Paper Series 5994, The World Bank.
    3. Mohammed Al Awadh, 2022. "Utilizing Multi-Criteria Decision Making to Evaluate the Quality of Healthcare Services," Sustainability, MDPI, vol. 14(19), pages 1-21, October.
    4. Karl Markos Biswas & Mohammed Nusari & Abhijit Ghosh, 2019. "The Influence of Website Service Quality on Customer Satisfaction Towards Online Shopping: The Mediating Role of Confirmation of Expectation," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 5(6), pages 7-14, September.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Asa Romeo Asa & Johanna Pangeiko Nautwima & Jesaria Khom-Oabes, 2023. "The Role of Strategic Change Management in Enhancing Academic Institutions’ Sustainability," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 9(3), pages 41-53, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Rao Ma & Wendong Lv & Yao Zhao, 2022. "The Impact of TMT Experience Heterogeneity on Enterprise Innovation Quality: Empirical Analysis on Chinese Listed Companies," Sustainability, MDPI, vol. 14(24), pages 1-22, December.
    2. Habibov, Nazim & Cheung, Alex, 2016. "The impact of unofficial out-of-pocket payments on satisfaction with education in Post-Soviet countries," International Journal of Educational Development, Elsevier, vol. 49(C), pages 70-79.
    3. Josef Milezi & Asa Romeo Asa & Johanna Pangeiko Nautwima & Bojan Obrenovic, 2023. "Assessing the Impact of Management Practices on Organisational Growth at a Multinational Company in Namibia," International Journal of Operations Management, Inovatus Services Ltd., vol. 3(2), pages 22-34, May.
    4. Yanqing Xia, 2023. "How Has Online Digital Technology Influenced the On-Site Visitation Behavior of Tourists during the COVID-19 Pandemic? A Case Study of Online Digital Art Exhibitions in China," Sustainability, MDPI, vol. 15(14), pages 1-20, July.
    5. Asa Romeo Asa & Johanna Pangeiko Nautwima & Jesaria Khom-Oabes, 2023. "The Role of Strategic Change Management in Enhancing Academic Institutions’ Sustainability," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 9(3), pages 41-53, March.
    6. Musharraf Cyan & Michael Price & Mark Rider, 2017. "Building up Municipal Services from a Scratch: Immediate Gains in Citizen Perceptions and Level of Trust in Militancy Prone Tribal City of North-Western Pakistan," International Center for Public Policy Working Paper Series, at AYSPS, GSU paper1706, International Center for Public Policy, Andrew Young School of Policy Studies, Georgia State University.

    More about this item

    Keywords

    Public service in Namibia; Service quality; Challenges of effective public service delivery; Customer satisfaction;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General

    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:mgs:ijoied:v:8:y:2022:i:5:p:15-24. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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: Bojan Obrenovic (email available below). General contact details of provider: https://researchleap.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.