Digitization and service delivery in the South African Post Office: A case study focusing in the Limpopo and Mpumalanga Province

Charles Khotsa and William Mabitsela
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Charles Khotsa: Tshwane University of Technology, Soshanguve South Campus, Soshanguve K, Republic of South Africa
William Mabitsela: University of South Africa, Pretoria, Republic of South Africa

International Journal of Research in Business and Social Science (2147-4478), 2023, vol. 12, issue 10, 69-77

Abstract: This article argues that digitization of services is increasingly becoming an international phenomenon. As a case in point, the South African Post Office by its very nature and as part of the global institution requires a serious conversion from traditional service provision to digital and electronic services provision. This article is based on the study that was conducted in the South African Post Office in the Limpopo and Mpumalanga Province. From the South African Post Office perspective, Limpopo and Mpumalanga Provinces are referred to as North Region. The primary objective of the study was to investigate the implications of digitization on service delivery in the South African Post Office, focusing in the Limpopo and Mpumalanga Provinces (North Region). The study found that service delivery is adversely affected due to non-digitization of postal services. The study recommended interventions that can be employed to improve postal service delivery. The research method employed in the study was of both quantitative and qualitative method. The majority of the respondents strongly agreed that digitization of postal services could improve service delivery and brings more income and service improvement to clients. The article concludes by providing suggestions towards improving service delivery in the South African Post Office by digitizing postal services. Key Words:Digitization, Service Delivery, E- Business; Profit Margin

Date: 2023
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