PERCEPTIONS OF PUBLIC SERVICE DELIVERY AT LOCAL GOVERNMENT LEVEL: INITIAL FINDINGS
Main Article Content
Abstract
There is a growing consensus to view the gap between the service provider and service recipients over the standard of public service delivery by local government authorities (LGAs). In Malaysia, comparing the perception of these two parties is crucial as the government aspires to develop a meaningful mechanism aiming at improving LGAs accountability and performance. The objective of this paper is to identify the perception gap between the service provider and service recipients of the standard of LGAs service delivery. The perception of both parties was measured based on their satisfaction on service delivery provided by LGAs. In total, 347 service recipients (the public) and 105 service providers (the LGAs’ staffs) in three selected LGAs in Kedah have participated in this survey. The findings of this study indicated that there are gaps in perception between the community respondents and the LGAs staff with regards to the delivery of services provided by LGAs. This study contributes to the initial understanding of expectation differences in local service delivery between the service provider and service recipients.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
References
Abdul Manaf, H. Abdul Mutalib, R., Mohamed, A. M., Othman, Z., Ismail, S., & Ismail, N. S. A. (2018). Achieving quality service delivery: a selected study in Perak local government. The Journal of Social Sciences Research, 965-972. Retrieved from https://ideas.repec.org/a/arp/tjssrr/2018p965-972.html
Abdul Manaf, H., Mad Zan, Z., & Ananthan, S. S. (2017). Measuring the governance of local government from the perspective of community in Malaysia. International Journal of Development and Sustainability, 6(11), 1576-1586. Retrieved from : https://isdsnet.com/ijds-v6n11.html
Asha, Aklilu A. "Attitudes and Perceptions Towards Local Government Service Delivery Efforts in Limpopo Province, South Africa." Mediterranean Journal of Social Sciences 5, no. 20 (2014): 224. Retrieved from https://pdfs.semanticscholar.org/c0dc/e0b2eef7a4a35a898d06da2917f376d2b95a.pdf
Chen, Z., Li, D., & Wang, J. (2010). Citizens' attitudes toward local government public services: a comparative analysis between the City of Xiamen and the City of Phoenix. Public Performance & Management Review, 34(2), 221-235. Retrieved from http://www.jstor.com/stable/41104058
Dawood, S. R. S., Ghazali, S., & Samat, N. (2019). Digital Divide and Poverty Eradication in the Rural Region of the Northern Peninsular Malaysia. The Indonesian Journal of Geography, 51(2), 67-77. Retrieved from https://www.researchgate.net/publication/335721681_Digital_Divide_and_Poverty_Eradication _in_the_Rural_Region_of_Northern_Peninsular_Malaysia
Humphreys, P. C. (1998). Improving Public Service Delivery (Vol. 7). Institute of Public Administration. Retrieved from https://www.ipa.ie/_fileUpload/Documents/CPMR_DP_7_Improving_PublicService_ Delivery.pdf
IGI Global Publisher. (2020). What is public service delivery. Retrieved from https://www.igi-global.com/dictionary/public-service-delivery/33101
Jabatan Perancangan Bandar dan Desa Kedah, 2019a. Terma Rujukan Rancangan Tempatan Daerah Kubang Pasu, Kedah (2035) (Penggantian). Diakses daripada http://irep.iium.edu.my/69005/6/TOR%20K-Pasu.pdf
Malaysian Local Government Department. (2020). List of Local Authorities. https://jkt.kpkt.gov.my/indexphp/en/ SUK%26PBT/Senarai/SenaraiPBT
MAMPU. (2013). Memperkasa Penyampaian Perkhidmatan PBT Menerusi Penggunaan ICT. Retrieved from https://www.mampu.gov.my/en/penerbitan-mampu/send/36-books/468-20-memperkasakan-penyampaian-perkhidmatan-pbt-menerusi-penggunaan-ict
Kementerian Perumahan dan Kerajaan Tempatan (2019). Statistik Pencapaian Bintang PBT Dalam Penilaian Sistem Penarafan Bintang Mengikut Negeri http://www.data.gov.my/data/ms_MY/dataset/statistik-pencapaian-bintang-pbt-dalam-penilaian-sistem-penarafan-bintang-mengikut-negeri/resource/fb538428-0204-47be-af2f-32ccf6c6241e
Jusoh, H., & Ahmad, H. (2017). Keefisienan perkhidmatan pihak berkuasa tempatan di Wilayah Bandaraya Kuala Lumpur: Perspektif komuniti (The efficiency of local authorities in providing se rvices in the Kuala Lumpur city: A community perspective). Geografia-Malaysian Journal of Society and Space, 5(1). Retrieved from http://ejournals.ukm.my/gmjss/article/view/17898
Lim, S., Malek, J. A., & Tahir, Z. (2017). Understanding local authority performance through role theory. Planning Malaysia, 15(4), 127-138. Retrieved from planningmalaysia.org
Malaysia Malaysian Communications and Multimedia Commission. (2018). The Internet Users Survey (IUS). Retrieved from https://www.mcmc.gov.my/skmmgovmy/media/General/pdf/Internet-Users-Survey-2018.pdf
Mohammadi, S. H., Norazizan, S., & Nikkhah, H. A. (2018). Conflicting perceptions on participation between citizens and members of local government. Quality & quantity, 52(4), 1761-1778. Retrieved from https://link.springer.com/article/10.1007/s11135-017-0565-9
Mmutle, T. & Shonhe, L. (2017). Customers' perception of service quality and its impact on reputation in the hospitality industry. Retrived from https://www.researchgate.net/publication/319208588_Customers'_perception_of_Service_Quality_and_its_impact _on_reputation_in_the_Hospitality_Industry/link/599c02c8a6fdcc500349d4d4/download
Moletsane, A. M., de Klerk, N., & Bevan-Dye, A. L. (2014). Community expectations and perceptions of municipal service delivery: A case study in a South African Municipality. Mediterranean Journal of Social Sciences, 5(21), 281-281. Retrieved from https://core.ac.uk/download/pdf/228545319.pdf
Osman, M. M., Bachok, S., Bakri, N. I. M., & Harun, N. Z. (2014). Government delivery system: effectiveness of local authorities in Perak, Malaysia. Procedia-Social and Behavioral Sciences, 153, 452-462. Retrieved from https://www.sciencedirect.com/science/article/pii/S1877042814055219
Osman, S. (2018). Impak insentif ekonomi terhadap golongan berpendapatan rendah Program Perumahan Rakyat, Kuala Lumpur (The implications of economic incentives toward low income peoples at People Housing Project, Kuala Lumpur). Geografia-Malaysian Journal of Society and Space, 14(1). Retrieved from http://ejournals.ukm.my/gmjss/article/view/21439
Phang, S. N. (2008). Decentralisation or Recentralisation? Trends in local government in Malaysia. Commonwealth Journal of Local Governance, 126-132. Retrieved from http://epress.lib.uts.edu.au/ojs/index.php/cjlg
Prime Minister's Office. (2020). The Malaysia Plan. Retrieved from https://www.pmo.gov.my/the-malaysia-plan/Ramseook-Munhurrun, P., Lukea-Bhiwajee, S. D., & Naidoo, P. (2010). Service quality in the public service. International journal of management and marketing research, 3(1), 37-50. Retrieved from http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v3n1-2010/IJMMR-V3N1-2010-3.pdf
Yusup, M., Ishak, N. S. A., Arshad, A. F., & Abdullah, Y. A. (2016). Local Authority Empowerment towards Quality Living Environment for Coastal Reclamation Area. In MATEC Web of Conferences (Vol. 66, p. 00037). EDP Sciences. Retrieved through https://www.matec-conferences.org/articlesmatecconf/abs/2016/29/matecconf_ibcc2016_00037/matecconf ibcc2016_00037.html
Zakaria, M.N. & Che Razak, R. (2011). Pengaruh Penyederhana Amalan Pembangunan Sumber Manusia Terhadap Hubungan Amalan Operasi Perkhidmatan dan Prestasi Pihak Berkuasa Tempatan di Semenanjung Malaysia (Doctoral dissertation, Universiti Utara Malaysia). Retrieved from http://etd.uum.edu.my/3514/