GOVERNANCE OF THE MUNICIPAL SERVICES TO THE POPULATION: THE CASE OF AN EMERGING ECONOMY

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Abstract

The purpose of this study was to investigate farming community perceptions and expectations of quality of extension services rendered by the Department of Agriculture and Environmental Affairs (DAEA) within the uMngungundlovu District Municipality. In order to achieve the article’s objective, the researcher used a SERVQUAL questionnaire and collected and analyzed the data using Statistical Package for the Social Sciences (SPSS). The results have shown that the customers perceive that they receive superior service from the extension staff. However the negative differences need to be eliminated to exceed the expectations of customers.

Keywords: Customer Satisfaction, Expectations, Marketing Mix, Perceptions, SERVQUAL

How to cite this paper: Ndlovu, L., & Phiri, M. (2016). Governance of the municipal services to the population: The case of an emerging economy. Risk governance & control: financial markets & institutions, 6(4), 84-95. https://doi.org/10.22495/rcgv6i4art11