An evaluation of the maintenance on government properties in Mpumalanga Province : a service quality perspective.

Thesis (MBA)-University of KwaZulu-Natal, Westville, 2010.This research sought to evaluate and analyse customers perceptions with regard to service quality they receive on the maintenance of government properties within Ehlanzeni District, Mpumalanga Province. The purpose of the study was to establish whether the Department of Public Works (DPW) provides the promised service dependably and reliably; prompt service; caring and individualized attention; and had knowledge and courtesy. The study was based on the survey that used a quantitative approach. The research population was for both DPWs. officials and the customers (tenants) occupying the government properties residing within the Ehlanzeni District area. A probability sample of 97 respondents was drawn with a population size of 200 occupants. The sample was composed of 50.6% males and 49.4% females. Of the sample, 70.7% were tenants of the government residential houses and 29.3% were government officials. Data was collected using the structured questionnaire, from both the DPW officials and tenants about their perceptions on the service quality. The SERVQUAL instrument developed by Parasuraman contained Seven Gaps was adopted to compare the extent of service quality delivered by DPW to its customers. The researcher realized that there were discrepancies between employees perceptions and management perceptions and it advises the management to focus on building effective communication channels. The gaps identified (i.e. Gap1, Gap 2, Gap 3, Gap 4, Gap 5, Gap 6 and Gap 7) formed key framework for the evaluation of service quality on the maintenance of government properties. It is recommended that the future improvement be identified to address the challenges. Key Words: Customers. Perception, Service Quality, Service Quality Gap Analysis, Property, Preventive Maintenance and Maintenance Backlog