The Effects of Organisational Culture on Service Delivery in Public Institutions in Namibia

Abstract

This study examined the effects of organisational culture on service delivery at public institutions in Namibia. The organisational culture assessment instrument (OCAI) was used to identify the organisational culture type. The study found hierarchy culture to be the dominant culture type. Further, a customer satisfaction survey based on the SERVQUAL metrics was used to measure the client's perception of the reliability, assurance, empathy, tangibles, and responsiveness of the chosen public institution. In total, 106 staff and clients participated in this study. Most of the clients felt that the chosen institution's empathy and assurance in service delivery were unsatisfactory suggesting that the institution's employees neither display a caring attitude nor politeness when dealing with the clients. The study concluded that lack of assurance and empathy from this hierarchical public institution culture type is the possible cause of poor service delivery among public institutions in Namibia since the study found strong relationship between organisational culture and service delivery.