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Exploring the Influence of Supplier Relationship Quality on South African Municipalities’ Service Delivery Performance


Affiliations
1 Department of Marketing, University of the Witwatersrand, Johannesburg, 2000, South Africa
2 Department of Business Management, University of Venda, University Rd, Thohoyandou, 0950, South Africa

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Most South African municipalities are yet to perform at the desired level. Service delivery protests have been a permanent feature in the South African media for years. Apprehending the factors influencing relationship quality may help municipalities enhance their performance and reduce service delivery problems. The study adopted a quantitative approach within the South African municipality setting. The respondents were sampled using stratified random sampling and snowball sampling. Data were collected from 205 respondents using a structured 5-point Likert scale questionnaire. The data were coded and analyzed using descriptive statistics, SPSS, and AMOS statistical software. The main finding was that relationship quality influenced service delivery performance from the management’s perspective. The composite relationship quality variables (cooperation, trust, commitment, and satisfaction) significantly influenced the relationship quality. The implication is that the quality of the relational interactions between the municipalities and their suppliers significantly impacted the quality-of-service delivery performance.

Keywords

Management Practices, Relationship, Quality, Satisfaction, Service Delivery, Performance.

JEL Classification Codes : M1, M2, M3

Paper Submission Date : December 30, 2021 ; Paper sent back for Revision : February 22, 2022 ; Paper Acceptance Date : August 10, 2022 ; Paper Published Online : December 15, 2022

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  • Exploring the Influence of Supplier Relationship Quality on South African Municipalities’ Service Delivery Performance

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Authors

Stanford Kasai
Department of Marketing, University of the Witwatersrand, Johannesburg, 2000, South Africa
Norman Chiliya
Department of Business Management, University of Venda, University Rd, Thohoyandou, 0950, South Africa

Abstract


Most South African municipalities are yet to perform at the desired level. Service delivery protests have been a permanent feature in the South African media for years. Apprehending the factors influencing relationship quality may help municipalities enhance their performance and reduce service delivery problems. The study adopted a quantitative approach within the South African municipality setting. The respondents were sampled using stratified random sampling and snowball sampling. Data were collected from 205 respondents using a structured 5-point Likert scale questionnaire. The data were coded and analyzed using descriptive statistics, SPSS, and AMOS statistical software. The main finding was that relationship quality influenced service delivery performance from the management’s perspective. The composite relationship quality variables (cooperation, trust, commitment, and satisfaction) significantly influenced the relationship quality. The implication is that the quality of the relational interactions between the municipalities and their suppliers significantly impacted the quality-of-service delivery performance.

Keywords


Management Practices, Relationship, Quality, Satisfaction, Service Delivery, Performance.

JEL Classification Codes : M1, M2, M3

Paper Submission Date : December 30, 2021 ; Paper sent back for Revision : February 22, 2022 ; Paper Acceptance Date : August 10, 2022 ; Paper Published Online : December 15, 2022


References





DOI: https://doi.org/10.17010/ijf%2F2022%2Fv16i12%2F172571