Service delivery in public sector : a case study conducted at Labour Department / Noorazilah Ahmad Yusof and Intan Rahimah Kabimbangan

This research is conducted at Labor Department Kota Kinabalu, Sabah. There were 100
respondents. Labor Departments are under the Human Resource Ministry. It is actually
one of the public services concerned in public matters. The public is the respondents in
this research. This research is to measure the level of public satisfaction towards
service delivery and factors that associated with the level of public satisfaction with
service delivery. In this study, researchers used random sampling technique to conduct
the research project. The public satisfactions paramount significance as key aspects of
measurement service provided whether meeting their expectations or achieved desired
goals. The view of public satisfaction presented in the form of data gathered through
questionnaires. The ./eve/ of public satisfaction influence of service quality dimension
that associated with reliability, responsiveness, assurance and empathy as well as
researchers make referring to Service Delivery Concept. As a result, it was shown that
the levels of public satisfaction are moderate for service delivery but did not correlate
with public satisfaction on a few dimensions of service quality such empathy. But
mostly, other dimension such responsiveness, assurance and reliability quite associated
with the service quality that delivered by the Labor Department. From this analysis also,
it shows that the most respondents that are satisfied with the service at Labor
Department is an unemployed citizen as their targeted customer.