Training and development as a tool for improving basic service delivery; the case of a selected municipality


  • Mthokozisi Mpofu University of Fort Hare, Alice, South Africa
  • Clifford Kendrick Hlatywayo University of Fort Hare, Alice, South Africa


Employee training and development, Service delivery


Municipal employees have come under fire for poor performance and conduct in their work as some engage in corruption and others are not qualified enough to discharge their duties to the required levels. Employee training and development has become one of the key aspects in improving employee performance in organisations, thus leading to improved organizational performance and growth. The study investigated the relationship between the quality of employee training and development on service delivery in a selected municipality with data collected from 150 employees. The results indicated the need for effective employee training and development systems and processes to achieve improved employee performance thus improved provision of basic services to the communities.



Download data is not yet available.


Burger, J. (2010). The reasons behind service delivery protests in South Africa. Tshwane, Pretoria, South Africa: Institute for security studies. Available: May 31, 2011 from url:. (

Constitution of the Republic of South Africa, Act 108 of 1996.

Cropazano, R., & Mitchell, M. S. (2005). Social exchange theory: An interdisciplinary review. Journal of Management, 31(6), 874–900.

Ekot, E. (2010). Employee training and development: Reasons and benefits. Institute of legal secretaries and PA’s. Retrieved on November 16, 2011 from: training and development.

Heeter, D. (2006). A review of employee training and development. University of Phoenix. Retrieved on November 16, 2011 from essay.

Hollensen, S. (2003). Marketing management - A relationship approach. Essex: Pearson.

Kuvaas, B., & Dysvik, A. (2009). Exploring alternative relationships between perceived investment in employee development, intrinsic motivation and work performance. Human Resource Management Journal, 19(3), 217–236.

Laabs, J. K. (2001). Serving up a new level of customer service. Workforce, a Magazine for Leaders in Human Resources, 80(3), 40–41.

Lamb, W. C. (2004). Marketing. New York: Oxford University Press.

Marquardt, M. J., Nissley, N., Ozag, R., & Taylor, T. L. (June 2000). Training and development in the United States. International Journal of Training and Development,4(2), 138–149.

Matarirano, O. (2005). An analysis of customer satisfaction and loyalty levels at Standard Bank - A focus on Alice and KingWilliams town branches.Alice: University of Fort Hare. Unpublished honours dissertation

Muhammad, A.I. (N/d). Introduction to employee training and development. Retrieved on November 23, 2010 from

Naris, S. N., & Ukpere, W. I. (2009). The effectiveness of an HR code: staff development and training at the Polytechnic of Namibia. Cape Peninsula University of Technology. Business Papers and Reports.

Nel, P. S., Werner, A., Haasbroek, G. D., Poisat, P., Sono, T., & Schultz, H. B. (2008). Human Resource Management (7th edition). Southern Africa Oxford University Press.

News 24 (2011). Service delivery protests. Retrieved from: http://www.news24. com/SouthAfrica/News/Service-delivery-protests-flare-up-again-20110308.

Nisha, S.(2009). The need for continuous (competency-based)training and development of library staff in a public library. Pretoria: University of South Africa. Unpublished dissertation

Nutting, R.(2000). Teaching tips to make your training lessons stick. HR Focus Journal, 77(10), 11–13.

Palmer, A. (1998). Principles of services marketing. Berkshire: McGraw-Hill.

Pretorious, D., & Schurink, W. (2007). Enhancing service delivery in local Government: The case of a district municipality. Department of Human Resource

Management, University of Johannesburg. Journal of Human Resource Management, 5(3), 19–29. Ramalibana, K. T.(2009). An investigation into the effectiveness ofthe staff development

policies and programs of the Unisa Library. Pretoria: University of South Africa. Unpublished dissertation.

Stredwick, J. (2005). An introduction to Human Resource Management (2nd edition). Burlington: Butterworth-Heinemann.

Ukpere,W.I., & Naris, S. N.(2009). Distinctiveness of globalization and itimplications for labour markets: An analysis of economic history from 1990-2007. The Indian Economic Journal, 56(4), 1–20.

Wachira, F.N. (2010). HRD challenges and responses in Africa. Paper presented during the 14th Public Sector Trainers forum/Conference The International Convention Centre, East London, East Cape Province, South Africa.

Zulkifli, I., & Duasa, J. (2009). Derteminants of training and the impact of training on company performance level: Evidence from MSC Malaysia status companies. In In the Proceeding of Singapore Economic Conference (SERC) 2009 6-9 August,





How to Cite

Mpofu, M. ., & Hlatywayo, . C. K. . (2015). Training and development as a tool for improving basic service delivery; the case of a selected municipality. Journal of Economics, Finance and Administrative Science, 20(39), 133–136. Retrieved from