| dc.description.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. | en_ZW |
