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You searched Library Catalogue - Author: Waters, Alan
Call Number (WOU) SP CEMPA 2017 3
Author Kan, Pei Ying
Title A study on the satisfaction level toward local government service delivery system in Mersing, Johor / Kan Pei Ying
Abstract The purpose of this paper is to examine the satisfaction level of local citizens toward the service delivery systems of local government in Mersing, Johor. There are five key factors being influenced the satisfaction level of the local citizens toward the service delivery systems of local government, i.e. the leadership, responsiveness, accountability, the recognition of public participation of local citizens, and the competency of human resource. The significant of study is to understand the satisfaction level and the perceptions of local citizens toward the services provided by MDM and also raise up the voice of citizens for better service delivery. This study was carried out in Mersing town, Endau and Jemaluang areas which serviced by the local government Mersing or Majlis Daerah Mersing (MDM). 200 respondents chose from the target population that the local citizens who living at the study areas and 202 feedbacks received to process data analysis. The questionnaire survey method was applied to collect the qualitative and quantitative data with paper printing or electronic forms. There was adopted the probability sampling methods such as Simple Random Sampling and Stratified Sampling in this research study. The descriptive analysis was adopted to identify the frequency of the demographical data. Inferential analysis suggested five hypotheses were make inferences about the relationship between the five factors and the satisfaction level of citizens. Person Chi-Square and Person Correlation were adopted to test the significant relationship and positive or negative relationship between the satisfaction level of local citizens and the five factors.This study revealed that significant positive relationships were existed between the five factors such as leadership, responsiveness, accountability, recognition of human resource, and the competency of human resource against the satisfaction level of local citizens toward service delivery local government. There were some findings revealed in this study and the recommendations were made to overcome issues and improve the quality of service delivery of local government. The limitation of study and the suggestions for future study have covered in this study as well.
Notes Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Public Administration (CeMPA).
Publisher/Year Penang : School of Business and Administration, Wawasan Open University, 2017
Subject Civil service -- Malaysia.

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