Relationship between leadership and service delivery in the National Water and Sewerage Corporation of Kamwenge. A cross-sectional study.
Résumé
Background The study aims to assess the relationship between leadership and service delivery in the National Water and Sewerage Corporation of Kamwenge. Methodology The study adopted a cross-sectional survey design using both quantitative and qualitative approaches, and employed simple random and purposive sampling to select the respondents from the 5 branches of the Kamwenge area. Results The majority of the respondents, 71.6% (n=86), were 40 years and below. There is a positive relationship between Leadership and Service Delivery. (r=0.613, p<0.05). The relationship is statistically significant at a 95% confidence level. Leadership accounts for 37.1% of the variance in service delivery in NWSC, which means that a unit change of 37.1% in performance contracting (Leadership) affects service delivery. The calculated p-value of 0.000 is less than 0.05; the model was found to be statistically significant (F=108.029, df = 1, p<0.05 (=0.000)). This means that leadership has a significant effect on service delivery. Therefore, the alternative hypothesis stated that: Leadership has a significant effect. The majority of the respondents (94.2%) agreed that NWSC sets clear performance expectations, and 88.3% of the respondents agreed that supervisors regularly monitor performance against set targets. On the other hand, 78.3% agreed that supervisors promote teamwork at the workplace. Surprisingly, 100% of the respondents disagreed that supervisors provide updates of their field visit observations, and 97.5% of the respondents don’t feel comfortable offering suggestions during branch meetings. Conclusions Leadership significantly affects service delivery in NWSC. This implies that if leadership is improved, service delivery in NWSC will consequently improve. Therefore, there is a need to maintain high-quality leadership or even improve on it in order to enhance good service delivery in NWSC. Recommendations There is a need to improve on supervisory documentation and the sharing of feedback from field visits, which can lead to improved service delivery.
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