Public service quality sparked a new debate among academics as it emerged in public affairs in the post-New Public Management with diverse contexts. Public service in South Africa is determined by the goods and services offered by various government departments to improve and develop the general quality (Aritonang 2017:100). In the context of this article, public service quality is measured through the SERVIQUAL approach by measuring the determinants that illustrate the communities’ desires versus the municipality’s capability to provide services that will reach the level of their expectations and desires. Alzaydi et al. (2018) assert that service quality is not easy to define even though it involves uncontrollable intangible factors that determine how the customer can be satisfied after receiving goods or services. Public affairs seldom use SERVIQUAL in determining the standard of services. Quality standards in public affairs have been evaluated through a qualitative monitoring and reporting process. The determinants of SERVIQUAL as a tool to measure and evaluate the quality of water are demonstrated in Table 1. All the dimensions explained in Table 1 are part of the SERVIQUAL tool borrowed from a standard quantitative technique and are now adopted in Public Affairs disciplines. To respond to the aim of this study, these dimensions were used to investigate the perceptions of water users as they form the quality of services. Parasuraman, Zeithalm and Berry (1985, 1988, 1991) are some scholars who extended the scholarly debate on using SEVIQUAL in business management to improve the productivity and performance of a product and services. They argue that an organisation must be able to satisfy customers or clients when most of the determinants for service quality are met. There is a growing need for public agencies and organisations such as municipalities to adopt SEVIQUAL determinants to improve customer satisfaction and the quality of their services. According to Masitenyane and Mokoena (2023), municipalities must embrace service quality and allow customer interaction to rate them to improve their service quality.

The Parasuraman, Zeithalm and Berry (PZB) model in Table 1 tabulates SERVIQUAL dimensions cited by diverse scholars in business and management studies, education, IT, and public affairs disciplines. Bhattacharya, Saha and Banerjee (2016:2) concur with this model by asserting that organisations must commit to delivering services and utilities, stressing the SERVIQUAL principles to achieve their goals. Kassa et al. (2017) assert that SERVIQUAL comprises the use of 10 dimensions – reliability, responsiveness, competence, access, courtesy, communication, credibility, security, customer understanding, and tangibles – applied by the SERVQUAL model to assess the quality of services. In addition, the customers are sometimes aware of these dimensions for the most part and have some experience in assessing levels that range from ideal to wholly undesirable. Ohwo and Agusomu (2018) argue that an organisation can properly assess itself and pinpoint the main factors that raise customer happiness by measuring customer satisfaction using SERVIQUAL. Likewise, Cetin (2020) observes that customer loyalty and happiness in services are grounded on both quality and experience.

To understand SERVIQUAL as a tool, Haider, Sadiq and Tesfamariam (2016) viewed water quality by measuring intangibles in service quality that focused on customer satisfaction. Likewise, Shireen et al. (2021) assessed the bulk water providing service in the Palestinian Water Authority-West Bank Water Department (PWA-WBWD) based on the SERVQUAL framework and reasoned that SERVIQUAL is imperative to evaluate water provision service quality, to reduce the discrepancies between customer expectations and perceptions. To effectively deliver products and services with integrity, service quality is centred around people, and is compatible with their needs and desires, particularly those of the most disadvantaged (Holla, Koziol & Srinivasan 2011; Ringold et al. 2013). Other scholars view the dimensions of service quality as determinants that can be evaluated to understand if customers’ needs are met (Bueno et al. 2019).

Ordinary people in South Africa started benefiting from the clean and adequate water supply post-1994. Ocampo et al. (2019:2) agree that it is the responsibility of the state to provide fair distribution of clean and safe water. The measuring of water quality standards using service quality in South Africa is at the incipient stage. Mahlasela, Oke and Madonsela (2020) agree that the use of all the dimensions of service quality such as: (1) tangibles, (2) consistency, (3) receptiveness, (4) guarantee, and (5) responsiveness are detrimental to a successful delivery that will satisfy the needs of the consumers. Malakoana, Qwabe and Zondi (2020) also agree with the measurement of service quality that is based on the dimensions of tangibles that can reveal how satisfied the customers surveyed in KwaZulu-Natal are.

Some other scholars have not reviewed the SERVIQUAL dimensions as a generic tool that can be used uniformly. Rivett, Champanis and Wilson-Jones (2013) measured the quality of drinking water using a communication device as a monitoring tool such as a cellphone, instead of determinants of SERVIQUAL, to monitor the progress of service delivery by each component in the value chain of water service delivery. However, the responsiveness of each stakeholder in service provision is imperative for the quality of water provision. Ngobeni and Breitenbach (2021) measured water quality by assessing the value chain of competing components and linking it with water resources and water sanitation. According to Ngobeni and Breitenbach, determinants of water service quality lie within the performance of stakeholders competing in fulfilling their responsibilities within the value chain of water service delivery. Likewise, Winter (2023) asserts that the treatment of water and proper infrastructure are the main determinants for providing water service quality in rural South Africa. It has also come up from the literature that measuring service quality is connected to measuring the efficiency and effective use of water by consumers. Malakoana et al. (2020) observed that a lack of efficiency in water service quality can result in social service protests in South Africa because of discontentment of communities as far as services offered by municipalities are concerned.

As a developmental state, South Africa is mandated to provide services, especially in previously disadvantaged rural areas far from service points, as part of equity and redistribution.

The South African Constitution (1996), which serves as the country’s ultimate legislation, divides the government into three spheres. These spheres of government have a constitutional relationship to manage water affairs as national, provincial, and local government. According to the constitution, the three governmental realms are distinct, interdependent, and interlinked (Republic of South Africa 1996). This study demonstrates the intersectoral arrangement in water distribution by observing stakeholders’ role in water governance stipulated by the South African Constitution (1996). However, these three spheres of government also collaborate with water boards, public service partners, and private service providers to fulfil the constitutional mandate of the right to clean water to some extent. This falls under the umbrella of cooperative governance, which is defined in the constitution as the political and legal obligation of all branches of government in South Africa to assist and respond to one another on topics of common interest, to cooperate, and to form sociable groups (Republic of South Africa 1996).

The South African government structure is inherited from the British unitary system that denotes that powers are centralised to the national government. Although some forces are devolved to the provincial government, the local government has no full autonomy. The national government apportions grants to provinces to execute water policies and legal prescripts. The president oversees the cabinet and the legislature, which goes with all the nine regions and the 39 national departments. A legally binding prescript also delegates the provincial legislature and executive to execute water policies by sharing their revenues (Public Service Act 103, 1994). The provincial government is expected to oversee local governments’ water affairs through delegated responsibility. The Water Service Act (1994) and the National Water Act (1998) are the most prominent pieces of legislation that ensure the delivery and governance of water affairs in South Africa (Republic of South Africa 1998).

Local government at the lowest level has partial policy autonomy. Each municipality is only mandated to adopt by-laws that apply to its jurisdiction. Hence, it is interdependent and interrelated with the provincial and national spheres of government in managing water affairs. Municipal councils operate these municipalities, with the legislative and executive responsibility for issues affecting their residents. In addition, the local government has government departments that ensure policies are carried out effectively. However, municipal government strategies and action plans must adhere to national and provincial regulations to preserve the state’s continuation. There are 283 municipalities in South Africa, classified into three groups by law: metropolitan, district, and local municipalities. Section 152 of the Constitution (1996) outlines the purpose of local government as:

Water service provision is primarily the responsibility of the local government. According to section 84 of the Municipal Act (Act 117, 1998), district and metropolitan municipalities are responsible for providing water services. The constitution’s Schedule Four, Section B, authorises municipal governments to provide water, but only to provide drinking water. These municipalities have been designated as water service authorities. Municipalities must fulfil the right to a primary water supply (Water Service Act 108, 1997). The Water Service Act stipulates that municipalities are responsible for water supply. The Act specifies that:

Water services authorities are also in charge of guaranteeing that the right to essential water services is gradually implemented by available resources and developing a framework for developing a water services structure to ensure inexorably significant, efficient, cost-effective, and sustainable water access (Water Services Act 108, 1997). Moreover, water service providers collect, procure, and contract services rendered. As a service authority, the local municipality can assign the service provider role to an independent agency (private sector) operating within its jurisdiction. The Municipal System Act governs the procedure of hiring an external agency. Finally, customers must be educated about the value of water as a vital resource (Act 32, 2000).

According to Section 11 of the Water Services Act (1997), the local government must provide the necessary facilities and infrastructure to meet people’s demands. This act is imperative as it adopted a guide that has strengthened the legal framework within which water governance can be observed by municipalities and stakeholders in their operations. This ensures collaborative arrangement among water users, departments, and water service authorities in providing customer care, reliable water service provision, reasonable cost of delivering water, and sustainable measures to ensure water quality and development of water strategy for reasonable and proper water service delivery methods.

A number of municipalities is staggering with the provisioning of water service quality. Hamer et al. (2018:609–611) confirmed mixed feelings of responses from water users on their access and availability of water to the residents of the Vukani municipality. Their satisfaction profiles on water availability are based on how they rated the municipal response to the needs of the residents and municipal response on access to essential services such as water during numerous disruptions. Numerous cases also demonstrate how residents echoed their dissatisfaction with the municipality’s responsiveness to water complaints (Breen & Gillanders 2022). It surfaced that water service delivery affects water quality in some municipalities (Robati & Rezaei 2022). It appears that communities are treated differently because some communities receive good responses from the municipalities while others do not.

Residents’ new culture of non-payment for municipal services has also crippled water service delivery in some municipalities (Enwereji & Potgieter 2018). Municipalities have accused some communities of deliberately ignoring their warnings to pay rates and services to prevent the water and electricity supply from being cut off. In the meantime, community members also accused municipalities of maladministration and for providing faulty invoices; hence, they retaliated by ignoring warnings from the municipality to cut off their supply because of failing to pay their services and rates. Majuru (2015:23) asserts that when the community faces technical water challenges, such as a lack of booster pumps to enhance the pressure of water given to the community, the municipality is compelled to step in and address the issues.

A case in point is the study by Mogakane (2018:iv), which observes that the community of Hlulekani objected to water access and the efficiency of the municipality’s water services. The study also discovered a gap between what municipal managers reported about the efficiency of their water services and what communities observed. The district claimed that the water delivery system was ineffective and inefficient, but the manager claimed it was efficient. In another case, Malatjie (2016:66) also discovered that the community in Giyani Municipality viewed water service delivery as ineffective. There needs to be more contact between municipal officials, councillors, and communities, which also hampered effective water service delivery.

The SDGs are interconnected with providing clean and safe water to humans, which is also a human rights issue. This means that the delivery of water can result in significant trade-offs and synergies between the objectives of the 2030 SDG and their underlying targets. This article aims to examine the perception of users on water service quality. Analysing the case interlinkages of 2030 SDGs to water service quality implies the role of the municipality. According to research, their importance is projected to grow on near-global scales in an emerging nation such as South Africa, and there is a necessity to monitor SDG indicators for the provision of water.

This study investigates communities’ perception of water service quality at the uMgungundlovu district municipality. This study intends to recommend strategies to enhance water service provision at uMgungundlovu district municipality.

uMgungundlovu district municipality is located near Pietermaritzburg, the capital city in KwaZulu-Natal province, with 11 municipalities. Therefore, uMgungundlovu is the seat of Pietermaritzburg. The Zulu language is dominant in the area as most of the 1 million people are Zulus. The uMgungundlovu district municipality is a Category C municipality located in the KwaZulu-Natal Midlands with the local municipalities in the accompanying towns: Impendle – Impendle, Mkhambathini – Camperdown, Mpofana – Mooi River, Msunduzi – Pietermaritzburg, Richmond – Richmond, uMngeni – Howick, and uMshwathi – New Hanover/Wartburg.

The uMgungundlovu district municipality hosts the Premier’s office, the Legislative capital chamber of KwaZulu-Natal, and the High Court of Pietermaritzburg. uMgungundlovu is close to KwaZulu-Natal University and the University of Technology and Technical Vocational Education (TVET) Colleges.

This district municipality is a certified water service authority in partnership with the uMngeni water agency. Hence, it is a relevant municipality to conduct research. Water shortages have also impacted this district because of drought and inadequate service delivery (Muthwa 2021). The Department of Water Affairs (2023) promised to improve the provision of water in Pietermaritzburg and other areas of uMgungundlovu that are affected by water service delivery challenges (ILO 2023). The uMgungundlovu district municipality is relevant to this study.

It has all the geographic, social, and economic factors needed for collecting suitable rich data that can respond to the aim of the study. The geographical setting has users of water that other social and economic activities around this area can attract. The district also hosts the annual comrade marathon from Durban to Pietermaritzburg. This event attracts tourists from different countries and South African towns and villages. There are other facilities in this area that boost its economy. These include the retirement mecca for senior citizens in sporting, health, and commercial industries. It is also developing its industrial zones as hubs for timber, dairy, and agriculture with a modern, sophisticated infrastructure with easy access to airports, the N3 arterial, and railway stations.

The combined results in Figure 1 show that the majority of respondents were black people (93.3%), followed by mixed race people (2.3%), Indian people (2.3%), and white people (1.0%), and that the majority of respondents were between the ages of 30 years and 39 years (33.2%), followed by those between the ages of 40 years and 49 years (19.2%), those between the ages of 18 years and 29 years, those between the ages of 50 years and 59 years (15.4%), and those 60 years and older (12.9%).

Age, gender, and race were measured as imperatives to this study. The number of years of participants occupations enabled the researcher to gauge the experiences and exposure of participants on water services. Gender expectations of society enabled the researchers to understand the perceptions of participants of different genders. Race identification can assist researchers in understanding the participants’ views based on their race profiles. These variables can also help the researcher to understand the challenges of viewing them with a traditional perception of society rather than accepting their expositions at that particular point when research is conducted.

Regarding education, most respondents (40%) have graduated from college, while others (31.1%) have finished high school. In addition, as shown in Table 2, some of them (11.2%) have earned tertiary degrees, while others (9.4%) have no formal education and others (7.7%) have completed all or part of their primary schooling. The education level of the participants in this study was significant as it contributed to their understanding of the study’s objectives, the questionnaire, and the interviewing procedure. The figures of educated people in the Table 2 indicate that residents can read and understand communication and information relevant to using services in their context. Water is a natural resource, but it is scarce when it must be paid for and when it is not available to the residents. Education can assist residents in finding ways of using water sparingly and contribute to maintaining a balance between their demands and the water supply by the municipality. A lack of community members’ education can lead to poor health conditions and water hazards.

Regarding employment status, most respondents (71.3%) are either unemployed students, housewives, or pensioners, followed by those employed part-time (13.7%), self-employed (9.7%), and some had full-time employment (5.3%), depicted in Figure 2.

According to Rananga and Gumbo (2015:231), monthly income determines one’s willingness to pay water bills. With the high unemployment status indicated in Table 3, the residents at uMngungundlovu need a source of income to pay for the rates and other expenses.

This section discusses the study’s findings and analysis. Table 1, Table 2, and Table 3 show that the reliability of all five constructs was successful.

The community rated tangibles to assess the physical evidence of water services at uMgungundlovu. The reliability statistics are consistent with the fact that there is a gap between the community’s expectations and what the municipality offers regarding equipment and machinery. Almomani (2018) and Goran (2014) attest that poor infrastructure indicates a gap in tangibles when the community expectations are not met regarding the physical facilities and their appearance as maintained by the municipality. The results reflect a gap in the water services as the community expectations are not met as far as modern technology is used to support the offices where services are delivered. One of the participants expressed her perception of the tangible of water and said:

Even though the community shared their disappointments, some ward committee members attest to their excellent involvement in upgrading the infrastructure to support the community’s desires. It also emerged from the interviews that employees at water service points displayed a professional look by wearing uniforms. There is a need for an upgrade on the provision of correct methods of communication during the COVID-19 lockdown. When municipal officials could not communicate with rural communities by distributing pamphlets or statements, very few households living in the suburbs could read online news and announcements in local papers regarding water supply and shortages.

Findings from the study demonstrate a gap in reliability, which involves consistency of performance by the municipality and dependability. Table 7 and Table 8 and Figure 2 reveal a gap between what communities expect and what the uMgungundlovu district municipality provides concerning water services promised to be delivered on time and sufficiently. Awortwe (2018) supports that a gap in reliability exists when community expectations are met. This study further revealed that the municipality is inconsistent in demonstrating a sincere interest in addressing and solving customers’ water challenges. A gap is identified as the non-attainment of the expectations of the communities. What the municipality has offered for the first time aligns with a study by Kansara (2020). Wahid et al. (2017:46) also agree that reliability accounts for performance expectations and service dependably and accurately.

In Figure 2, as expected, it was found that customers’ perceptions of service quality offered by the uMgungundlovu district municipality did not meet their expectations (all gaps scores are negative in Table 8). Measurements of this study in Figure 2 that reported more significant mean gaps were reliable.

Typically, participants are unsatisfied with the level of services the municipality offers as they have a gap of -1.0033 for this dimension. As depicted in Table 8 and Table 9 and Figure 3, the study reveals an exciting account of experiences that show a gap between their community expectations and experiences and what the uMgungundlovu municipality offers. The responses revealed concerns over less willingness of the municipality to provide timeless services.

Regarding customers, expectations are sabotaged by the need for greater consistency in providing customers with prompt responses during water outrages. Sometimes, employees are willing to offer quick responses, but service providers deliver water tanks late in the villages, and they do not go out of their way to assist the villages; they stick to the terms of their contract agreement with the municipality.

The ward communities altered the following statement during the interview:

Sricharoenpramong (2018) agrees that the provider of services must be willing to respond well and assist customers by providing prompt service. The study demonstrates mixed results regarding the responsiveness of the municipality.

As depicted in Table 10, this study reveals that 24% of participants strongly disagree that the municipality assures them with confidence, while 2.4% strongly agree. This implies a gap between the community’s expectations when they are assured that the behaviour of the municipal employees hardly depicts courtesy and care to make sure that communities feel safe when transacting with them. In the 26 years of democracy, the government provided training on customer service by providing ‘Batho Pele’ principles and other support mechanisms, but there are still public servants who hardly practice those principles. One of the community members attested to the disappointment by saying:

Many ward committees agreed that the uMgungundlovu municipality hires service providers based on their company portfolio without knowing how they will interact with clients. Some are employed because they are politically connected to the team that administers the supply chain. Sricharoenpramong (2018) indicates that assurance must be courteous while serving clients. Employees who practice courtesy can display confidence, politeness, effective communication, and client respect.

As depicted in Table 12 and Table 13 and Figure 4, the study indicates a gap between what the community expects and what the municipality offers by providing individual attention and increasing operating hours to make it convenient to address customers’ needs. Even though the city has the community’s best interests in mind, it experiences a shortage of resources, which leads to the town being transferred to the national administration. Participants on ward committees agreed that no full attention was paid to the community’s water needs. Some barriers to lack of awareness emanate from poor infrastructure and a shortage of resources to work effectively and efficiently while addressing residents’ concerns. One of the municipal officials indicated the following claim:

Sricharoenpramong (2018) alluded to empathy and agreed that there must be care in providing services to the community. Also, empathy involves the interaction and consideration of the well-being and emotional loyalty of the customers by employees.