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Title: The effect of service delivery in public ‘community service centres’: A case of an emerging economy
Authors: Ngobese, Ndabazinhle 
Mason, Roger Bruce 
Maharaj, Mandusha 
Keywords: Service Quality;SAPS;SERVQUAL;Client Service;Community Policiing;Service Delivery
Issue Date: 2017
Publisher: Virtus Interpress
Source: Ngobese, N., Mason, R., Maharaj, M. (2017). The effect of service delivery in public ‘community service centres’: A case of an emerging economy. Risk governance & control: financial markets & institutions. 7(3): 44-54. doi:10.22495/rgcv7i3p5
Journal: Risk governance & control: financial markets & institutions (Online) 
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 negative quality gap, implying that the quality of service received is below what is expected by clients. Improvements are required in all five dimensions if service delivery is to be improved. Actions needed to improve service quality include regular assessment and monitoring of clients’ experiences, as well as employees’ behaviour.
ISSN: 2077-429X (print)
2077-4303 (online)
Appears in Collections:Research Publications (Management Sciences)

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