Employee motivation and service quality in a selected municipality in the Western Cape Province, South Africa

Abstract

The delivery of exceptional services is vital to organisations’ sustained competitive advantage in today’s setting. When organisations are able to provide high quality services, they are able to meet customer expectations and satisfy them. Employees employed at service-orientated organisations frequently interact with consumers during which they represent both the organisation and the service provided. Satisfied consumers and motivated employees are of great importance in ensuring that government departments and municipalities meet their obligations. The objective of the study was to determine how employee motivation influences service delivery. The study found a positive association between employee motivation and service quality, leading to the conclusion that motivated employees deliver quality services. Thus, it is important for executives of organisations to ensure that employees are continuously motivated. The findings and conclusion lead to recommendations towards improving employee motivation to ensure improved service delivery.