Citizens' expectations and perceptions of municipal service delivery in Mutare Municipality, Zimbabwe

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.