Effectiveness of corporate social responsibility activities on service delivery: a case of Harare city, Zimbabwe

Abstract

The study sought to measure the effectiveness of Corporates Social Responsibility Activities on service delivery among the companies operating in Harare. The problem to be investigated emanates from the criticism the City of Harare had suffered over failure to deliver the anticipated services to the residents. Most companies are operating without much consideration to the environment and society within which they operate and some operations have led to outbreak of diseases through air and water pollution, road damages among other effects. This investigation therefore seeks to find out the visible and notable activities being carried out by companies in Harare as a way of ploughing back to the community (social responsibility). Also to note is the extent to which these activities have helped in improving the service delivery system in Harare. The main objectives of the study were to identify the corporate social responsibility practices done by companies in Harare, to assess the effectiveness of corporate social responsibility activities on service delivery as well as to identify ways in which to improve corporates’ social responsibility practices. A case study research design was used to allow the researcher to examine the case under study and within the context as well. A total number of five companies was used as sample population to represent the rest of other companies in Harare in this research and explore the corporate social responsibility activities that are being practiced by such companies. The non-probability sampling technique was used to allow the researcher to gather the relevant data required in the research. Questionnaires and interviews were used as research instruments. The study found out that there is a significant contribution through CSR activities that are carried in Harare. The assistance provided by corporates range from refuse collection, road maintenance and provision of water services. The study revealed that a considerable number of boreholes were drilled mainly by churches to reduce problems of water shortages. Also a number of litter bins were installed in various places within the city especially in the Central Business District to enhance refuse collection. In addition roads were also being maintained by corporates to ensure accessibility. A number of recommendations were made in line with CSR practices. Some of the recommendations include the following; corporate social responsibility practices should be sustainable. For instance if boreholes are drilled they should be maintained. It should not just be for publicity but should be a solution to problem. The political environment should be friendly enough to enable corporate social responsibility practices. There is need to have an effective corporate social responsibility policies that govern the operations of companies and also stating exactly what the companies are expected to do as part of corporate social responsibility. The economic policies of the nation should be accommodative and user friendly to stimulate effective business operations thus paving way effective CSR. For example the profit sharing system under the indigenization policy is not fair companies as such they become reluctant on the aspect of CSR.