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

ABSTRACT 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.