Citizen Perceptions and Public Servant Accountability of Local Government Service Delivery in Malaysia

Halimah Abdul Manaf, Ahmad Martadha Mohamed, William S Harvey*

*Corresponding author for this work

Research output: Contribution to journalArticle (Academic Journal)peer-review

5 Citations (Scopus)
326 Downloads (Pure)


This research examines the perceptions of citizens and public servant accountability of delivering local government services in Malaysia. The study employed a quantitative approach, with 1,160 questionnaire responses from citizens and public servants in local government. The findings reveal that respondents are generally satisfied with the services provided to society. However, there were three accountability concerns: first, the inadequacy of citizens’ participation in programs; second, the actions in relation to complaints, and third, the slow response to repair dilapidated basic infrastructure. Theoretically, this study contributes to the public management literature concerning the connection between expectations by citizens and the accountability of employees in delivering services to the public. Practically, we recommend that local governments engage their citizens in decision making processes so they can directly monitor local government service delivery by public servants.
Original languageEnglish
Number of pages11
JournalInternational Journal of Public Administration
Early online date21 Jan 2022
Publication statusE-pub ahead of print - 21 Jan 2022

Bibliographical note

Funding Information:
This research was supported by Ministry of Higher Education (MoHE) of Malaysia through Fundamental Research Grant Scheme (FRGS/1/2018/SS02/UUM/02/2).

Publisher Copyright:
© 2022 The Author(s). Published with license by Taylor & Francis Group, LLC.


  • citizen participation
  • accountability
  • local government
  • Malaysia
  • questionnaire


Dive into the research topics of 'Citizen Perceptions and Public Servant Accountability of Local Government Service Delivery in Malaysia'. Together they form a unique fingerprint.

Cite this