The impact of government officials’ attitudes on service delivery: A case study of South African Social Security Agency (SASSA)
Halala Buthelezi · Zamokuhle Mbandlwa ORCID ↗
International Journal of Business Ecosystem & Strategy · 2026 · Vol. 8 / Issue 1 · 49-57
Publication metrics
External links open provider records or DOI searches. Provider counts are not combined. Mendeley readership measures saves, not citations.
Dimensions
Live provider badge. If unavailable, use the Dimensions link above.
Observed 21 Oct 2026, 00:14 UTC
Observed 21 Oct 2026 00:14 UTC
OpenAlex and Mendeley observations refresh on article visits, at most once per 24 hours. Unavailable data is not zero. Google Scholar opens a DOI search.
Citations received by this article, grouped by the year of the citing work. Crossref and OpenAlex lifetime totals remain separate in Publication metrics.
2017–2026 Annual history last updated:
Citations received
OpenAlex · year of the citing work
Hover over a year or focus the chart and use arrow keys to inspect values.
2017–2026 annual-history window. 2026 is year to date. Unknown years have gaps.
View data & coverage
2026 is incomplete. Within a successfully fetched ten-year window, omitted years mean zero. Years beyond a saved observation’s window remain unknown (—). Older citations are excluded, so this chart’s sum may differ from the OpenAlex lifetime total. The date above belongs to this annual history; an unsuccessful refresh keeps the previous observation.
Abstract
The quality of public service provision in South Africa remains a major challenge particularly among institution mandated to assist vulnerable population. This study investigated the impact of public officials’ attitude on the effectiveness of service provision using South African Social Security Agency as a case study. Although structural and resource-based issues are commonly mentioned in the literature, this study suggests that the frontline official’s attitude, behavior and work ethics are important in assessing citizen experience and institutional performance. The systematic literature review approach has been adopted using existing literature including journals from previous scholars, reports available about customer satisfaction, poor communication and lack of accountability compromise the quality of services, create delays and erode public trust. On the other hand, despite structural limitations, driven and sympathetic government officials help to provide improved service delivery. The study shows that an organization culture, service outcomes and employee morale have a strong relationship.
Keywords: {'name': 'Attitudes of government officials, service delivery quality, public trust and satisfaction, organizational culture and morale, accountability and communication'}
Authors & affiliations
Halala Buthelezi
Durban University of Technology
Zamokuhle Mbandlwa
Durban University of Technology
Deposited references
Supplied references, not a list of publications citing this article.
No reference list supplied.