Factors influencing service delivery in speech and audiology services in Polokwane, Limpopo Province

Abstract

The delivery of quality service is a challenging area in both private and government sectors. The purpose of this research study was to determine if Modiba KO Speech and Audiology Services deliver services as per clients’ expectations and perceptions. It also aimed at determining if there is/are a gap/s between clients expectations’ and what was offered at the clinic. In order to achieve these aims, questionnaires were administered to clients seen at the clinic. The sample was comprised of clients seen at Modiba KO Speech and Audiology Services only. The participants were asked to indicate their expectations and perceptions about the service offered at the clinic. Findings from the research showed that there are gaps between clients’ expectations and perceptions of quality service delivery. KEY WORDS Quality Service, Speed, Flexibility, Dependability, Costs, Quality, Gaps