Achieving Quality Service Delivery: A Selected study in Perak Local Government

Halimah Abdul Manaf*, Rozita Abdul Mutalib, Ahmad Martadha Mohamed, Zaheruddin Othman, Solahuddin Ismail and Nur Syakiran Akmal Ismail
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Halimah Abdul Manaf*: School Of Government, Universiti Utara Malaysia, 06010 Sintok Kedah, Malaysia
Rozita Abdul Mutalib: School Of Government, Universiti Utara Malaysia, 06010 Sintok Kedah, Malaysia
Ahmad Martadha Mohamed: School Of Government, Universiti Utara Malaysia, 06010 Sintok Kedah, Malaysia
Zaheruddin Othman: School Of Government, Universiti Utara Malaysia, 06010 Sintok Kedah, Malaysia
Solahuddin Ismail: School Of Government, Universiti Utara Malaysia, 06010 Sintok Kedah, Malaysia
Nur Syakiran Akmal Ismail: School Of Government, Universiti Utara Malaysia, 06010 Sintok Kedah, Malaysia

The Journal of Social Sciences Research, 2018, 965-972 Special Issue: 6

Abstract: The quality of government service delivery has been questioned lately. Issues regarding bureaucratic red tape, inefficiency, delay, unresponsive, lack of empathy, and arrogance are some of the complaints received by the Public Complaint Bureau. Based upon this background, this paper attempts to examine the quality of service delivery in some selected local governments in Perak. The study utilizes a quantitative approach in which questionnaire surveys were distributed to local government staff and clients. A total of 500 customers and 150 staff participated in the survey. Using descriptive analysis, the findings demonstrate that the overall quality service delivery is satisfactory. Both citizens and staff feel that the local government involved in the study are able to deliver their services based on the needs of the clients. However, respondents also raise some serious concerns regarding certain issues such as lack of facilities (park and cleanliness ofpublic toilet), improper maintenance (drainage are clogged, recreational facilities are not maintained), and the availability of facilities and program for disable (OKU) group. The study postulates that the different level of satisfaction among the five selected local governments is due to the demographic characteristics of the government. To be specific, the more urban the government, the more it can generate the revenues, thus giving it more flexibility to provide quality service delivery to the customers. On the other hand, with adequate staff training and greater citizen empowerment, local government can always strive to ensure that services delivered are always effective and efficient.

Keywords: Service delivery; Local government; Perak. (search for similar items in EconPapers)
Date: 2018
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