Factors to enhance a responsible payment culture for municipal services: A qualitative review

Abstract

This study perused the factors that could assist in facilitating the collection of municipal consumer debt from residents that reside in the municipal areas in an endeavour to establish a payment culture for municipal services. A qualitative research method was applied which enhanced the collection of data through semi structured interviews from municipal role-players. Data was transcribed and was analysed using a thematic analysis. Results obtained from the study reveals that policies and legislation, social influence, deterrence, fiscal exchange, payment understanding and education, budget transparency, and services administration are factors influencing payment compliance for municipal services. Additional factors are the collaboration of municipal role-players, traditional leaders and councillors, the application of communication dynamics and lastly, emerging sustainable innovation options also enhance payment culture for municipal services. Based on the findings of this study, it is recommended that municipal role-players should endeavour to effectively promote the identified factors that influence payment compliance and collaborate with all stakeholders in the municipality such as the traditional leaders, councillors, and significant role-players to induce residents to comply with paying for their municipal services in the process of enhancing a sustainable payment culture for municipal services in the North West province.

Key words: Payment compliance; payment culture; strategic management; traditional leadership; communication dynamics; emerging innovation options.