Original Research

A customer-centric approach towards evaluating single-choice information technology service provision to the parastatal sector of South Africa

MC Cant, JW Strydom, VM Moodley, DH Tustin
South African Journal of Economic and Management Sciences | Vol 9, No 4 | a1030 | DOI: https://doi.org/10.4102/sajems.v9i4.1030 | © 2014 MC Cant, JW Strydom, VM Moodley, DH Tustin | This work is licensed under CC Attribution 4.0
Submitted: 10 May 2014 | Published: 22 May 2014

About the author(s)

MC Cant, UNISA, South Africa
JW Strydom, UNISA, South Africa
VM Moodley,, South Africa
DH Tustin, UNISA, South Africa

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The article presents a case study whereby the service performance of a single-choice information technology service provider in the parastatal industry of South Africa is measured against multi-choice private service providers without any provisional agreements.  The outcome of the case study reveals that single-choice service provision options with provisional agreements have a limited chance of success if they are not supported by strong service user inputs.  In fact, provisional strategies that disallow sound competition among service providers are bound to impact negatively on user preferences as well as information technology skills development opportunities that  are required to improve service provision generally and long-term survival in particular.


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