1.1 Introduction
While the world populace waits for Technology and Artificial Intelligence to fully automate most jobs, understanding organisational behavioural concepts remain one of the skills that every individual in an organisation needs to have for competitive advantage. Understanding human behaviour in a work context helps managers plan, coordinate, and formulate strategies that ensure achievement of organisational goals. Previous studies have highlighted a multitude of Organisational factors that affect service delivery. There is a range of Factors based on the type of organisation, industry and sector in which an organisation operates (Rashmi & Renuka, 2018). Although the factors are many, this study focuses on the organisational culture of a chosen public institution in Namibia and the effect of this culture on service delivery. Cultural phenomena is said to permeate all aspects of daily life, which makes it an important aspect in organisational studies. This study uses the globally adopted Competing Value Framework (CVF) to identify the type of organisational culture of the chosen public institution in Namibia. It further explores the chosen public institution’s previous and current clients’ perception of their service experience in relation to the SERQUAL dimensions.
Public services in many countries are generally described as poor and unreliable, which consequently adds to inappropriate wealth distribution, insufficient economic growth and high levels of poverty (Palmer, 2019). In order to improve on service delivery, it is important to understand how different factors within an organisation affect service delivery. For instance, factors such lack of courtesy, responsiveness, customer knowledge, reliability and client recovery are often cited as the main causes of poor customer service provision by public institutions (Shinovene, 2018). Hence, exploring the relationship between organisational culture and service delivery in the public sector is set to provide additional flair to notion of service delivery vis-à-vis customer satisfaction which is often overlooked in the literature. Thus, the study is set to contribute to the body of knowledge and towards developing strategies that can improve service delivery in the public.
2.1 Introduction to Literature Review
Bhattacherjee says that a literature review has three purposes: “(1) to survey the current state of knowledge in the area of inquiry, (2) to identify key authors, articles, theories, and findings in that area, and (3) to identify gaps in the knowledge in that research area” (Bhattacherjee, 2012). This section puts an emphasis on the literature around organisational culture, from the perspectives of different authors and different periods. The purpose is to engage critically with the ideas of other writers with the intention of identifying the gaps in the existing body of knowledge that needs more research (Bryman, 2012).