n Journal of Public Administration - Citizen perception of service quality : an exploration of client satisfaction of service levels within selected national departments in South Africa

Volume 47, Issue 2
  • ISSN : 0036-0767



Clients hold experiences and perceptions from their service encounters and interaction with the public services. The service quality is judged either good or bad, or the client might be indifferent. Public sector reform measures and management strategies have been implemented that give effect to citizens as clients of the public service. Policy frameworks such as the White Paper on the Transformation of the Public Service of 1997 set the framework for the quality of public service that South African citizens can expect. The citizens, as clients in the South African developmental context are expected to be responsive in terms of service needs; they are required to define, influence as well as express levels of satisfaction or dissatisfaction with service quality. The objective of this article is to contextualise the relevance of and criteria for service quality in the public service, which aims to inspire confidence in citizens. Two service quality models will be analysed with the aim of focusing on the functional quality and organisational image that stem from experience and perception with service quality. The second aim is to review the findings of the satisfaction survey conducted by the Public Service Commission in 2010 by reflecting on three national departments.The findings of the study conducted reveal that clients were generally satisfied with the public services experienced. The analysis of the findings will identify the gaps in client satisfaction with service quality. Finally, gap analysis will lead to recommendations for improved client satisfaction with service quality.

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