PUBLIC SERVICE DELIVERY IN LOCAL GOVERNMENT: FINDINGS FROM LOCAL AUTHORITIES IN MALAYSIA

Abstract

This article examines the effectiveness of public service delivery at the local government level in Malaysia, with a focus on the Sungai Petani Kedah Municipal Council (MPSPK). This study aims to identify the determinants that influence public satisfaction and provide insights for policy development in local government. A quantitative cross-sectional survey approach is used to investigate how variables such as responsiveness, tangibles, assurance, reliability, and empathy influence the effectiveness of public service delivery. This study highlights the importance of these service quality characteristics in improving the efficiency and quality of services offered by MPSPK. The findings of the study show a positive relationship between all independent variables and the effectiveness of public service delivery, indicating the importance of these elements in shaping public satisfaction. This study also reveals the limitations of the study, particularly those related to data collection, and suggests areas for further research, such as improving the sampling method and investigating additional variables. Overall, this study adds significant insight into the elements that influence local government service delivery and makes concrete recommendations for improving service quality to better meet public expectations.