An Examination of Relationship between Quality Municipal Services and Citizen Satisfaction in Malaysian Local Council, Batu Pahat in Perspective

• Authors: Bello Muhammad Umar , Martin David , Kasim Rozila , Abubakar Muhammad , Umar Muhammad Akilu
• Languages of publication: EN

Abstracts

This study examines the relationships that exist between quality municipal service and citizen satisfaction. This paper is, therefore, an examination of Relationship between quality Municipal Service and citizen satisfaction in Batu Pahat, Malaysia. It argues that the constitutional mandate of local council in terms of “function performance” has not been translated into reality in many occasions. Hypothesis was postulated for the study. The methodology adopted is quantitative in nature, 100 questionnaires were administered and 89 were retrieved. Systematic random sampling technic was used to retrieve the respondents’ responses. This study applies SPSS statistical tests and AMOS version 23 and Structural Equation Modeling (SEM) software was used for further analysis. The relationship between these two constructs was then evaluated. The findings in this paper are that quality municipal services have direct effect on citizen satisfaction. The paper shows that, on average quality municipal service enhanced citizen satisfaction. The paper has developed valid and reliable constructs that can be used to measure the effect of quality municipal services on citizen satisfaction with municipal council service delivery. Thus, the paper concludes and recommends that municipal council must attempt to overcome the challenges that have by-passed their performance. The study recommends that there is needs for local municipal to strategies to makes the local council more robust for enhancing the lives of inhabitants and to foster good relationship between the management and local people in the study area. The study also gives recommendation to municipal council to strategies on other factors to enhance citizen welfare.

Keywords

EN

government; municipal services; local community and citizen satisfaction

• Publisher: Altezoro s.r.o. (Slovak Republic) and Publishing Center "Dialog" (Ukraine)
• Journal: Path of Science
• Year: 2017
• Volume: 3
• Issue: 5
• Pages: 2.1-2.4

Dates

published

2017-05-12

Contributors

author

Bello Muhammad Umar

• Universiti Tun Hussein Onn Malaysia

author

Martin David

• Universiti Tun Hussein Onn Malaysia

author

Kasim Rozila

• Universiti Tun Hussein Onn Malaysia

author

Abubakar Muhammad

• Abubakar Tatari Ali Polytechnic

author

Umar Muhammad Akilu

• Abubakar Tatari Ali Polytechnic

References

• Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective (7th ed.). Upper Saddle River: Pearson.
• Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate Data Analysis (6th ed.). Upper Saddle River: Pearson Prentice Hall.
• Kaliannan, A., Puteh, F., & Dorasamy, M. (2014, August). Measuring service quality in Malaysian local government: the SERVQUAL approach. In Proceedings of Knowledge Management International Conference, Langkawi, Malaysia (pp. 30–34). Langkawi: Sintok College of Art and Sciences, Universiti Utara Malaysia.
• OECD. (2010). Strategies to Improve Rural Service Delivery. Paris: OECD Pub. doi: 10.1787/9789264083967-en
• Omar, M. S., Ariffin, H. F., & Ahmad, R. (2016). Service Quality, Customers’ Satisfaction and the Moderating Effects of Gender: A Study of Arabic Restaurants. Procedia – Social and Behavioral Sciences, 224, 384–392. doi: 10.1016/j.sbspro.2016.05.393
• 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. doi: 10.1016/j.sbspro.2014.10.079
• Osman, M. M., Jusoh, N. N., Bachok, S., & Bakri, N. I. (2014). An assessment of local authority performance in delivering their services: Case study of Ipoh City Council. Journal of Architecture, Planning & Construction Management, 4(2), 58–76.
• Pallant, J. (2011). SPSS Survival Manual: A step by step guide to data analysis using the SPSS program (4th ed.). Crows Nest: Allen & Unwin.
• United Nations. (2017). Sustainable Development Goals. Retrieved April 1, 2017, from http://www.un.org/sustainabledevelopment/health

Identifiers

DOI

10.22178/pos.22-2