The Perception of Retail Business Operators about the Quality of Municipal Services Provided to them by the City of Johannesburg

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Zeleke Worku


This study investigates the perception held by a random sample of size 586 retail business operators in Braamfontein, Johannesburg about the quality of municipal services that are provided to retail business operators by municipal employees of the City of Johannesburg. The study was conducted by calculating gap scores for 5 dimensions and 22 items that are commonly used in service quality assessment studies. The five dimensions were reliability (with 5 items), responsiveness (with 4 items), assurance (with 4 items), empathy (with 5 items), and tangibles (with 4 items). Data was gathered from each retail operator on expected and actual levels of service delivery. Gap scores were used for measuring gaps between expected levels of municipal service and perceived levels of municipal service. The results showed significant discrepancies with regards to the ability to maintain accurate records, the ability to provide prompt services to retailers, and the ability to resolve queries from retailers promptly.

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