The role of knowledge sharing in raising service delivery awareness: a case of Mayville, Durban.
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Date
2023
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Abstract
It has been determined that knowledge sharing is the fundamental method for managing knowledge.
The goal of this research was to investigate the role of knowledge sharing behaviour in the Mayville
Community. Evidence suggests that knowledge sharing from government departments to the
communities has been limited over the years in Ward 29 of the Mayville Community, which was used
as a reference point for this study. Four objectives were formulated and achieved in this study. The
objectives were: to determine the motivational factors influencing knowledge sharing, establish the
relationship between indigenous knowledge and knowledge sharing behaviour, examine the association
between knowledge shared through information and communication technology (ICT), and awareness
about service delivery. Additionally, this research contributed to the body of knowledge on information
sharing between Government agencies and the communities they serve. In this study, both qualitative
and quantitative methodologies were employed as this study utilised mixed research methods. For data
collection, a simultaneous mixed method approach was adopted. The numerical data were gathered
through structured surveys, while the qualitative data was gathered using an interview schedule that
was semi-structured. The population surveyed consisted of 1 councillor, 20 community liaisons and
316 community members from Ward 29 of the Mayville Community. The Statistical Package for the
Social Science (SPSS) version 26 software program was used to establish the results for the quantitative
analysis, which was conducted separately from the qualitative data analysis. In order to analyse nonnumeric
qualitative data, the NVivo software was used. The research findings exposed that techniques
used to share knowledge in the community influence knowledge sharing behaviour and awareness on
service delivery. Recommendations were provided at the study's conclusion which were established
from the study’s results and findings. These findings included the necessity for enhancements in ICT
usage as well as other information-sharing systems in the contemporary world, the creation of
knowledge repositories for ensuring access to organizational memory, and the establishment of
knowledge-sharing methods.