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Evaluating the impact of training and development on customer service in Namibia : the case study of the Ministry of Veterans Affairs
Thesis (MPA)--Stellenbosch University, 2020.
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| Format: | Thesis |
| Language: | en_ZA |
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Stellenbosch : Stellenbosch University
2020
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| _version_ | 1867613899287691264 |
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| access_status_str | Open Access |
| author | Endjala, Frankhilde Twiifikeni |
| author2 | Isaacs, Deyana |
| author_browse | Endjala, Frankhilde Twiifikeni Isaacs, Deyana |
| author_facet | Isaacs, Deyana Endjala, Frankhilde Twiifikeni |
| author_sort | Endjala, Frankhilde Twiifikeni |
| collection | Thesis |
| dc_rights_str_mv | Stellenbosch University |
| description | Thesis (MPA)--Stellenbosch University, 2020. |
| format | Thesis |
| id | oai:scholar.sun.ac.za:10019.1/109360 |
| institution | Stellenbosch University (South Africa) |
| language | en_ZA |
| last_indexed | 2026-06-10T12:43:28.625Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from SUNScholar — Stellenbosch University Repository |
| publishDate | 2020 |
| publishDateRange | 2020 |
| publishDateSort | 2020 |
| publisher | Stellenbosch : Stellenbosch University |
| publisherStr | Stellenbosch : Stellenbosch University |
| record_format | dspace |
| source_str | SUNScholar — Stellenbosch University Repository |
| spelling | oai:scholar.sun.ac.za:10019.1/109360 Evaluating the impact of training and development on customer service in Namibia : the case study of the Ministry of Veterans Affairs Endjala, Frankhilde Twiifikeni Isaacs, Deyana Stellenbosch University. Faculty of Economic and Management Sciences. School of Public Leadership. Employees -- Training of -- Namibia Namibia. Ministry of Veterans Affairs -- Case studies Customer services -- Evaluation -- Namibia Civil service -- Evaluation -- Namibia UCTD Thesis (MPA)--Stellenbosch University, 2020. ENGLISH SUMMARY : Training and development is one of the essential areas of personal and professional growth and makes a meaningful contribution to institutional growth if it is managed well. This study evaluated the impact of training and development on customer service in the Ministry of Veterans Affairs (MoVA) in the Namibian government. The main purpose of the study was to investigate whether the customer care training that was provided to MoVA employees brought about changes within the institution and how it capacitated employees with the necessary skills to improve service delivery. The six regions, Khomas, Otjozondjupa, Oshana, Omusati, Ohangwena and Oshikoto formed the target population for veterans while MoVA employees based at head office represented MoVA employees. A purposive sample was used as only veterans between the age of 58 and 70 years who are benefiting in more than one of the available projects or programmes facilitated by the MoVA. Questionnaires were used for the whole group to collect responses from respondents. The main findings of the study indicated that customer care training provided to MoVA employees brought changes and minimised complaints from clients. MoVA employees can now handle difficult clients without complaints, while 83% of veterans confirmed that MoVA employees have changed after attending the training. The participants of the study also suggested that related skills training should be provided at least once every two years to refresh employees’ skills and minds and to address barriers that hinder quality service rendered by the institution. Furthermore, communication and time management skills were shown as additional skills acquired from the training that improved the working conditions for MoVA employees. Based on the findings, the researcher recommended that related skills training, such as time management and proper planning, should be provided to improve service delivery. AFRIKAANSE OPSOMMING : Opleiding en ontwikkeling is twee van die mees noodsaaklike persoonlike en professionele groeiareas wat ’n noodsaaklike bydrae tot die institusionele groei lewer indien dit goed hanteer word. Hierdie studie het die trefkrag van opleiding en ontwikkeling op die kliëntediens van die Departement van Veteraanaangeleenthede (MoVA) in die Namibiese regering geëvalueer. Die hoofdoelwit van die studie was om vas te stel of die opleiding van die kliëntediens wat aan die MoVA-werknemers gebied word, veranderinge binne die instansie teweeggebring het en hoe laasgenoemde werknemers met die noodsaaklike vaardighede toegerus is om dienslewering te verbeter. Die volgende ses streke het die teikenbevolking vir veterane gevorm: die Khomas-, Otjozondjupa-, Oshana-, Omusati-, Ohangwena- en Oshikoto-streek. Werknemers van die Departement van Veteraangeleenthede, gestasioneer by die hoofkantoor, het die MoVA-werknemers verteenwoordig. ’n Steekproef is gebruik aangesien slegs veterane tussen die ouderdomme van 58 en 70 jaar voordeel trek uit meer as een projek of programme wat deur die MoVA gefasiliteer word. Semigestruktureerde vraelyste is vir die hele groep gebruik om sodoende antwoorde van respondente te versamel. Die hoofbevindings van die studie het aangedui dat die kliëntediensopleiding wat aan die MoVA-werknemers gebied word, veranderinge teweeggebring het en die kliënte se klagtes geminimaliseer het. Die MoVA-werknemers is nou in staat om moeilike kliënte sonder klagtes te hanteer terwyl 83% van die veterane bevestig het dat die werknemers se houding na hulle opleiding verander het. Opleiding ten opsigte van verbandhoudende vaardighede behoort ten minste een maal elke twee jaar aangebied te word om die werknemers se vaardighede op te skerp, hulle geheue te verfris en aangeleenthede uit die weg te ruim wat verhinder dat kwaliteitsdiens deur die instansie gelewer word. Voorts het geblyk dat kommunikasie- en tydsbestuurs-vaardighede bykomende vaardighede is wat noodsaaklik is wat deur opleiding verkry moet word om die werksomstandighede van die MoVA-werknemers te verbeter. Masters 2020-12-02T14:53:04Z 2021-01-31T19:46:34Z 2020-12-02T14:53:04Z 2021-01-31T19:46:34Z 2020-12 Thesis http://hdl.handle.net/10019.1/109360 en_ZA Stellenbosch University xiv, 132 pages ; illustrations, includes annexures application/pdf Stellenbosch : Stellenbosch University |
| spellingShingle | Employees -- Training of -- Namibia Namibia. Ministry of Veterans Affairs -- Case studies Customer services -- Evaluation -- Namibia Civil service -- Evaluation -- Namibia UCTD Endjala, Frankhilde Twiifikeni Evaluating the impact of training and development on customer service in Namibia : the case study of the Ministry of Veterans Affairs |
| title | Evaluating the impact of training and development on customer service in Namibia : the case study of the Ministry of Veterans Affairs |
| title_full | Evaluating the impact of training and development on customer service in Namibia : the case study of the Ministry of Veterans Affairs |
| title_fullStr | Evaluating the impact of training and development on customer service in Namibia : the case study of the Ministry of Veterans Affairs |
| title_full_unstemmed | Evaluating the impact of training and development on customer service in Namibia : the case study of the Ministry of Veterans Affairs |
| title_short | Evaluating the impact of training and development on customer service in Namibia : the case study of the Ministry of Veterans Affairs |
| title_sort | evaluating the impact of training and development on customer service in namibia the case study of the ministry of veterans affairs |
| topic | Employees -- Training of -- Namibia Namibia. Ministry of Veterans Affairs -- Case studies Customer services -- Evaluation -- Namibia Civil service -- Evaluation -- Namibia UCTD |
| url | http://hdl.handle.net/10019.1/109360 |
| work_keys_str_mv | AT endjalafrankhildetwiifikeni evaluatingtheimpactoftraininganddevelopmentoncustomerserviceinnamibiathecasestudyoftheministryofveteransaffairs |