PERSEPSI PENERIMA SKIM BANTUAN TERHADAP PERANAN AGENSI KEBAJIKAN DI MALAYSIA (PERCEPTION OF AID SCHEME RECIPIENTS TOWARDS THE ROLES OF WELFARE AGENCY IN MALAYSIA)

Mohamad Zahir Zainudin, Isma Addi Jumbri

Abstract


Tujuan utama kajian ini ialah untuk mengenal pasti persepsi penerima bantuan terhadap skim bantuan sebuah agensi kebajikan di Malaysia. Seramai 157 responden yang terdiri daripada penerima bantuan telah dipilih secara persampelan mudah. Pengumpulan data menggunakan soal selidik berstruktur. Hasil kajian menunjukkan golongan wanita lebih ramai menerima bantuan berbanding lelaki. Sebahagian besar penerima terdiri daripada etnik Melayu, diikuti India dan Cina, berpendapatan di bawah RM500 sebulan dan majoritinya menerima bantuan di bawah skim Bantuan Am. Kajian juga mendapati terdapat perkaitan yang signifikan di antara persepsi penerima bantuan ke atas perkhidmatan pelanggan dengan agensi bantuan. Dapatan ini menunjukkan persepsi perkhidmatan pelanggan yang lebih baik memberi impak ke atas skim bantuan berkenaan. Dapatan juga menunjukkan wujud hubungan yang signifikan di antara faktor demografi dengan perubahan sosial dan jati diri dan pendapatan keluarga.

 

Kata Kunci: persepsi, perkhidmatan pelanggan, sikap, sosial, jati diri

 

ABSTRACT

The main purpose of this study is to identify the beneficiaries' perception of the aid scheme of a welfare agency in Malaysia. A total of 157 respondents of the beneficiaries were chosen by convenience sampling. Data were collected using a structured questionnaire. The findings show that more women are receiving the aid compared to the men. Most of the recipients are the Malays, followed by the Indian and Chinese, earning below than RM500 a month and they are receiving in under the General Aid scheme. The study also found that there was a significant correlation between the perceptions of beneficiaries and the customer service of the welfare agencies. This finding demonstrates that better customer service perceptions will give impact to the aid scheme. Last but not least, the findings highlight a significant relationship between demographic factors with the social change as well as self-esteem and family income.

Keywords: perception, customer service, attitude, social, identity


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