An investigation into service quality within the Unemployment Insurance Fund at KwaZulu-Natal Department of Labour.
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Date
2019
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Abstract
The way clients compare between expectations from a service with the experiences of what is
actually delivered by the service provider is important in improving service quality delivery. The
study investigated into service quality within the Unemployment Insurance Fund Division at the
Department of Labour at KwaZulu-Natal Provincial offices. The service quality model was used
to guide the study. An exploratory research design, quantitative research methodology and
cluster sampling was used to select 504 community members. Reliability and validity were
upheld to ensure that the findings are credible. Data was analysed using SPSS version 24.1. The
findings show a significant gap between clients' expectations and experiences: reliability (-3.0);
assurance (-2.88); tangibility (-2.00), empathy (-2.88) and responsiveness (-3.17). The findings
help to understand and deal with the gap between clients’ expectations and experiences of
service quality at the Unemployment Insurance Fund Division at the Department of Labour at
KwaZulu-Natal Provincial offices. The management team at the Unemployment Insurance Fund
Division at the Department of Labour at KwaZulu-Natal Provincial Offices should pay special
attention on the dimension of reliability, assurance, tangibles, empathy and responsiveness as
they influence service quality. The findings in this study may help the Unemployment Insurance
Fund Division at the Department of Labour at KwaZulu-Natal Provincial offices to understand
and enhance the effectiveness of service quality efforts.
Description
Masters Degree. University of KwaZulu-Natal, Pietermaritzburg.