Perceptions and expectations of regional office health employees regarding quality of internal head office services

[摘要] ENGLISH ABSTRACT:The purpose of this thesis is to determine the perceptions and expectations ofemployees at regional offices about the service delivered to them by central headoffice.A further objective is to establish what employees at regional offices expect fromhead office, attempting thereby to establish the current position of the head office(perceived image) in relation to their expectations (ideal image).The method of data collection is quantitative with a survey design technique inthe form of questionnaires to be completed by all employees at regional offices inorder to assess their perceptions and expectations.The basis of the theoretical and legislative framework of this research is servicedelivery. It is within the context of service delivery that internal customer servicewithin the organisation, in particular, is conferred. The legislative framework isalso dedicated to Batho Pele and the eight principles to highlight public servicedelivery. These principles should equally be applied when it comes to internalcustomer service.The main findings from this study are that employees and the four regional officesper se have different perceptions and expectations about the internal servicedelivered by central head office. This must be taken cognisance of becauseperceptions can be the core element of most organisational behaviour and the expectations that employees hold is important for the morale and effectiveness oforganisations.The following objectives were achieved:A review of the policies, documents and annual reports to determine to whatextent the central head office delivers an internal service to the regionaloffices.An evaluation as to how internal service delivery is being perceived.An evaluation of the ideal central head office.Established the shortcomings of the current internal service being delivered.It is also recommended that future research can be to ascertain how thosenegative feelings impacts on job satisfaction and commitment to the organisationand how it affects employee turnover.

[发布机构] Stellenbosch University