The influence of self-efficacy and locus of control towards self-motivation and self-performance in the land administration delivery system in Kedah, Malaysia

In Malaysia, public servants perform the role of the government's representatives, delivering services to the public as a whole. With the enormous cooperation of the public servants, the public are accessible to the efficient and effective service delivery. Therefore, this study aims to investigate the influence of self-efficacy and locus of control towards self-motivation and self-performance among public servants in the land administration delivery system in Kedah; as well as to develop a comprehensive model for the enhancement of land service delivery quality. The current mixed methods study comprised 260 public servants affiliated with several land administration departments at the federal, state, and district levels. More specifically, 248 participants were part of the quantitative study via an online survey, whereas 12 respondents participated in the qualitative study via a Focus Group Discussion. Result from quantitative study indicated that there are significant influences and relationships of self-efficacy, locus of control, self motivation and self performance among public servants. However, further investigation indicates that there are no significant differences in terms of all variables by gender. The qualitative data gathered was evaluated thematically with four key themes emerged. Respondents from focus group discussion presented higher attention to the department head and land law courses, and the majority of them indicated that they felt like quitting for an array of reasons. Data from mixed-methods research, in addition to data from existing service delivery models or frameworks, went through analysis and merged to develop the novel service delivery instrument, Kedah Land Administration Service (KELAS), which was developed exclusively for Kedah's land administration departments. KELAS additionally contributes to deliver land services with improved efficiency and effectiveness. Overall, the establishment of KELAS has provided a new viewpoint for identifying relevant training and courses through the functions of the Human Resources (HR) unit, as well as incorporating the 'voices' of public servants to improve land service delivery.