摘要：This study examines customers’ perception with regards to service quality delivery system associated with government properties located within the Mpumalanga Province, Ehlanzeni District in South Africa. The study is based on a survey conducted on a sample of the Department of Public Works (DPW) officials and customers (tenants) occupying government properties residing within the Ehlanzeni District area comprising about 51 per cent males and 49 per cent females. Of the sample, 70.7% were tenants of the government residential houses and 29.3% were government officials. Data were collected using a structured questionnaire, and SERVQUAL instrument was adopted to measure the extent of service quality delivered by DPW to its tenants. Findings show that there were discrepancies between employees’ perceptions and management perceptions, and they reveal the need for the management to focus on building effective communication channels. The gaps identified formed the key framework for the evaluation of service quality on the maintenance of government properties.
关键词：customer perception; service quality; gap analysis; government property; preventive maintenance; maintenance backlog
