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The relationship between citizen satisfaction with assessment rates & rate-related services. a case study, Mukah division, Sarawak


Junaidi @ Saudi, Narani (2016) The relationship between citizen satisfaction with assessment rates & rate-related services. a case study, Mukah division, Sarawak. Doctoral thesis, Asia e University.

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Abstract

This study investigates the relationship between citizen satisfaction with assessment rates and rate-related services provided by Dalat and Mukah District Council (DMDC) in Mukah Division, Sarawak. These services namely the general purpose services, the street lighting services, the scavenging services, and the road maintenance services are charged in the annual assessment bills. The current trend of high defaults in payment of rates is leading to substantial arreas. Data collection methods were the mainly personal survey method based on structured questionnaire and semi-structured interviews. The analysis were based on two hundred (200) respondents. Twenty (20) respondents were interviewed using semi-structured interview questions. The Cronbach's Alpha levels for the overall constructs were above 0.80, which proved that the scores obtained from the instrument were reliable. The result from EFA shows that the IMO for overall services range from 0.78 to 0.85 with Bartlett Test of Sphericity which recorded significant value at 0.00 and Eigen values range between 0.81 to 4.50 respectively. The study shows that there are significant relationships between citizen satisfacion on AR with GP Services (r-0.49, p-0.00) and SC services (r-0.28, p=0.00). However, the study has revealed that there was no significant relationship between AR with SL (r-0.15, p-0.04) and RM services (r=-0.01, p-0.85). Statistics of the study finding reveals that there were significant differences between assessment rates with General Purpose and Scavenging services, and no significant difference with Street Lighting and Road Maintenance services. The general citizen satisfaction level with related rate-services within the jurisdictions of DMDC in the study year (2012) based on Saudi General Satisfaction Formula® was at 72.1 percent. The citizenry of Dalat and Mukah Districts are generally satisfied at almost the third quarter percentile. When DMDC were to place emphasis on improving citizen satisfaction on the rate-related services, focus should be on General Purpose and Scavenging services. From findings and discussions, four recommendations were suggested to be adopted by the authority to enhance the citizen satisfaction level on assessment rates and rate-related services.

Item Type: Thesis (Doctoral)
Subjects: H Social Sciences > HM Sociology
Divisions: School of Management
Depositing User: Ms Nur Liyana Abd Halil
Date Deposited: 16 Aug 2017 09:10
Last Modified: 27 Nov 2017 02:50
URI: http://ur.aeu.edu.my/id/eprint/63

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