Access to and satisfaction with basic services in informal settlements: results from a baseline assessment survey

SOURCE: International Journal of Environmental Research and Public Health
OUTPUT TYPE: Journal Article
PUBLICATION YEAR: 2020
TITLE AUTHOR(S): C.Mutyambizi, T.Mokhele, C.Ndinda, C.Hongoro
KEYWORDS: CUSTOMER SATISFACTION, INFORMAL SETTLEMENTS, SERVICE DELIVERY
DEPARTMENT: Developmental, Capable and Ethical State (DCES), Human and Social Capabilities (HSC), Deputy CEO: Research (DCEO_R), Deputy CEO: Research (ERKC)
Print: HSRC Library: shelf number 11367
HANDLE: 20.500.11910/15315

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Abstract

: Subjective responses of satisfaction with basic services delivery is an indicator of service delivery performance. This study provides an overview of the status of basic service delivery and determines the factors associated with service delivery satisfaction within informal settlements targeted for upgrading in South Africa. A multinomial logistic regression was used to analyze the relationship between satisfaction with basic services of water, sanitation, refuse and electricity with several predictors including individual factors, household factors, community factors and service-related factors. The most common source of drinking water, toilet facility and refuse disposal method were communal tap (55%) pit latrine (53%) and local authorities (34%), respectively. Approximately 52% of the respondents in the study reported not having access to electricity. Results also show that satisfaction in basic services delivery varies and is influenced by service-related factors. Interventions targeted at improving the quality of basic service provided are essential to meet the targets set out in the sustainable development goals.