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

Authors

  • Zaherawati Zakaria Faculty of Administrative Science and Policy Studies, Universiti Teknologi MARA (UiTM) Cawangan Kedah, Malaysia
  • Nurul Amira Azmi Faculty of Business and Management, Universiti Teknologi MARA (UiTM) Cawangan Kedah, Malaysia
  • Irdina Ilmuna Nor Azrin Faculty of Administrative Science and Policy Studies, Universiti Teknologi MARA (UiTM) Cawangan Kedah, Malaysia
  • Nurul Hamizah Kama Azmal Faculty of Administrative Science and Policy Studies, Universiti Teknologi MARA (UiTM) Cawangan Kedah, Malaysia

DOI:

https://doi.org/10.35631/IJLGC.1040049

Keywords:

Local Authority, Local Government, Public Satisfaction, Public Service Delivery, Service Quality

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.

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Published

30-06-2025

How to Cite

Zaherawati Zakaria, Nurul Amira Azmi, Irdina Ilmuna Nor Azrin, & Nurul Hamizah Kama Azmal. (2025). PUBLIC SERVICE DELIVERY IN LOCAL GOVERNMENT: FINDINGS FROM LOCAL AUTHORITIES IN MALAYSIA. INTERNATIONAL JOURNAL OF LAW, GOVERNMENT AND COMMUNICATION (IJLGC), 10(40). https://doi.org/10.35631/IJLGC.1040049