The impact of vandalism and theft on service delivery in Zimbabwe’s State Owned Enterprises: A case study of ZETDC Harare region

Abstract

The study was focused on the impact of vandalism and theft on service delivery in Zimbabwe’s State Owned Enterprises using a Case Study of ZETDC Harare Region. The motivation to do the study was because ZETDC reportedly lost US$5 million worth of equipment due to vandalism. Up to 30 000 households were without power due to theft and vandalism of about 4 000 transformers, cables and associated materials. The study objectives were focused on assessing the impact of vandalism and theft on ZETDC’s service delivery and reputation. In addition, the study examined factors leading to increased vandalism and theft of ZETDC equipment and strategies to curb vandalism and theft. The study was anchored on the SERVQUAL model of assessing service quality. Mixed methods in research were considered. The study adopted both the inductive and deductive research approaches and a descriptive case study design. The study considered all the levels of management which fall under ZETDC Head Office and the Harare region. Customers of the Harare Region were also considered. The study sample was made up of 54 management respondents and 80 customers. The study made use of interviews and questionnaires to collect data.. The study concludes that ZETDC was not providing good service to customers as a result of vandalism and theft. Customers lowly rated service quality at ZETDC with regard to Empathy, Responsiveness, Reliability and Assurance. This was reflected by means of 2.475, 1.7, 2.075 and 2.175 respectively. With the P – Value of 0.061 compared to alpha level of 0.05 it can be concluded that, the independent variables Empathy, Tangibility, Responsiveness, Reliability, Assurance do not reliably predict the dependent variable that is service delivery. Therefore the Null hypothesis Vandalism and theft does not affect ZETDC’s service quality was rejected. The study concludes that majority of customers had negative perception on ZETDC. The study concludes that factors leading to increased vandalism and theft at ZETDC were lack of security, multi-use of ZETDC equipment, lucrative market for ZETDC equipment and lack of resources to mount security. The study recommends customers and communities to assists ZETDC through safe keeping of ZETDC property. Policy makers should craft policies that give stiffer penalties to perpetrators of vandalism and theft of ZETDC property. ZETDC needs to engage the security sector so as to curb and eliminate vandalism and theft of ZETDC property. There is need for collaboration with security departments of the country. The study recommends further studies on the impact of vandalism and theft on ZETDC’s service delivery outside Harare region.