Client satisfaction in the Department of Rural Development and Land Reform in South Africa
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Date
2014-11
Authors
Johannes, Petrus
Journal Title
Journal ISSN
Volume Title
Publisher
University of the Free State
Abstract
It is generally believed that the impact of interior client satisfaction can generate comparative advantages for institutional performance. The primary objective of this survey is to investigate the client satisfaction levels of the workforce of the Department of Rural Development and Land Reform (DRDLR) in South Africa (SA). It is impelled by the continuous complaining of the workforce who comes in direct contact with the exterior clients. Complaints revolve around the correct inputs to their disposal in order for them to respond to concerns of exterior clients.
In this survey a quantitative research approach in the form of a sample survey was used in order to document outcomes based on the respondents‟ responses during the survey. Data was collected from 1 080 employees from the DRDLR in SA through a structured electronic questionnaire. The results were replicated to ensure that the results are constant while the researcher was perceived as being exterior to the research, regardless of his identity.
The extent and acknowledgement of interior client satisfaction in the DRDLR is satisfactory (66.6 %), which revolves around the operations of the Department in terms of the provision of services to interior clients (employees). Although a 66.6 % satisfaction level was achieved, a narrative on additional comments made by the respondents showed that there are challenges with regards to flow of communication, recruitment and labour relation issues and performance appraisals approaches in the Department.
Even if the results were satisfactory, to enhance the interior institutional assistance to the workforce requires continuous research to improve the efficiency of work. In addition and even more significantly, advanced satisfaction levels among exterior as well as interior clients are vital for employee productivity, turnover rate and the Department‟s ability to attract talent.
Description
Keywords
Interior client satisfaction, Dimensions of satisfaction, Client satisfaction levels, Rural development -- South Africa, Employees -- Attitudes, Customer relations, Customer services, Dissertation (MBA (Business Administration))--University of the Free State, 2014