CUSTOMERS’ PERCEPTION OF SERVICE DELIVERY AT A PROVINCIAL GOVERNMENT INVESTMENT PROMOTION AGENCY

This study evaluates customers' perceptions of service delivery at Trade and Investment KwaZulu-Natal (TIKZN), a provincial investment promotion agency in South Africa. Using a quantitative approach, the data were collected via structured questionnaires from a sample of 400 businesses in Durban Central, selected through probability cluster sampling. The SERVQUAL instrument measured customer expectations and perceptions across five service quality dimensions. The data analysis, conducted using SPSS, revealed a consistent negative gap between expectations and perceptions, indicating widespread dissatisfaction with TIKZN’s service delivery. The largest gaps were observed in responsiveness and reliability, suggesting that clients found the agency insufficiently prompt and dependable. Despite high expectations for modern facilities and professional staff, actual service experiences fell short. The study recommends implementing rigorous customer satisfaction measures, regularly monitored by independent auditors, and investing in targeted employee training to improve service quality and responsiveness, thereby enhancing stakeholder satisfaction and institutional performance.