Abstract:
The research study aimed to examine citizens' perceptions and expectations of municipal
services delivery in Mutare municipality. The lack of quality service delivery by Zimbabwean
municipalities is a problem that has become worse in recent years. The quality of services
provided by local governments are thought to be generally poor or non-existent. The researcher
investigated the Mutare urban municipality's nineteen (19) wards. The study determined that
capacity difficulties, which have led to productivity gaps and resulted in Mutare municipality
offering insufficient or no services, were related to citizens' unhappiness with service delivery
in the municipality. Some of the problems include uncollected refuse, a poor road system,
continuous sewer and water bursts, shortage of potable water, poor road maintenance, non functional public streetlights, traffic lights, and poor drainage systems. The researcher collected
quantitative data to examine citizens' perceptions and expectations of service quality. Primary
and secondary data informed the study. Primary data was gathered from a sample of 468
residents in households selected from a total of 47 004 households. Secondary data for the
research was gathered through reports, books, records, newspapers, internet articles and
research articles by other researchers in Mutare. The study found that tangibility, reliability,
responsiveness, assurance, empathy, service performance, service quality provided, and
perceived service quality affect citizens' satisfaction. The researcher also discovered that poor
communication strategies between the municipality and citizens, as well as a lack of citizen
participation in municipal affairs were important factors contributing to service delivery
dissatisfaction. The study concluded that Mutare municipality should conduct citizen
satisfaction surveys regularly as a feedback mechanism for service delivery, involving all
stakeholders in decision-making, service design, and delivery through an extensive
consultative process. The researcher also advised the municipality to implement performance management systems, motivate team members and partnerships, and establish public
participation to increase citizens' service satisfaction levels.
