An evaluation of public satisfaction with local government services in Maiduguri Local Government Area, Borno State
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Chapter One: Introduction
1.1 Background of the Study
The role of local governments in providing essential public services is crucial to the overall development and well-being of any community. In Nigeria, local governments are positioned as the closest administrative units to the people, making them key players in the delivery of social services such as healthcare, education, sanitation, infrastructure, and security (Ogunyemi, 2023). However, the effectiveness of these services often depends on various factors, including leadership, resource allocation, and the engagement of the public. Maiduguri Local Government Area (LGA), located in Borno State, Nigeria, has witnessed considerable changes in its local government operations due to the socio-political challenges in the region. The insurgency that has plagued Borno State has created significant barriers to the provision of basic services, resulting in strained public relations and dissatisfaction (Aliyu & Abubakar, 2024). While local government services in Maiduguri are designed to cater to the needs of its citizens, the growing population and the effects of internal displacement pose immense challenges. Public satisfaction with these services is a critical measure of governance and the effectiveness of local government policies (Ngwu, 2023). Public perception often reflects the extent to which local governments are meeting the needs of the people, and in the case of Maiduguri, where security concerns and economic challenges persist, this satisfaction is increasingly becoming a point of concern. Given the volatile security landscape, understanding the level of satisfaction with local government services is essential to address gaps in service delivery and improve governance. As such, this study seeks to evaluate public satisfaction with the local government’s efforts in providing services to the citizens of Maiduguri, focusing on areas like infrastructure, sanitation, education, and healthcare, as well as assessing the transparency and accountability of the local administration (Musa, 2023). This evaluation is not only timely but also critical for fostering improved public service delivery and enhancing the relationship between the local government and the people it serves.
1.2 Statement of the Problem
Despite significant efforts by the Maiduguri local government to improve public services, there remains a noticeable disconnect between government actions and public expectations. The insurgency and its subsequent displacement of communities have compounded the delivery of essential services, and there is a growing sense of disillusionment among the people regarding the effectiveness of these services (Adamu, 2024). This has prompted concerns about the adequacy of local governance and its impact on public satisfaction. There is an urgent need to critically assess the levels of satisfaction with the services provided by the local government to identify specific areas of improvement. Furthermore, the lack of empirical studies on public satisfaction in Maiduguri makes it challenging to develop data-driven strategies for enhancing service delivery (Nwachukwu & Chika, 2023). This study seeks to fill this gap by evaluating public satisfaction with local government services and determining the factors that contribute to dissatisfaction.
1.3 Objectives of the Study
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To assess the level of public satisfaction with local government services in Maiduguri Local Government Area.
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To identify the factors influencing public satisfaction with local government services in Maiduguri.
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To evaluate the impact of the local government’s service delivery on the daily lives of residents in Maiduguri.
1.4 Research Questions
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What is the level of public satisfaction with the local government services in Maiduguri?
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What are the factors influencing public satisfaction with these services in Maiduguri?
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How does the quality of local government services impact the daily lives of the people in Maiduguri?
1.5 Research Hypothesis
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There is a significant relationship between the level of public satisfaction and the quality of local government services in Maiduguri.
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Factors such as infrastructure, healthcare, and security significantly influence public satisfaction with local government services in Maiduguri.
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Public satisfaction with local government services in Maiduguri impacts residents' overall well-being.
1.6 Significance of the Study
This study is significant in several ways. First, it will provide local government authorities in Maiduguri with valuable insights into the public’s perception of their service delivery. Understanding the levels of satisfaction and dissatisfaction can inform policy adjustments and help prioritize areas that need immediate attention. Secondly, this research will contribute to the growing body of knowledge on local government effectiveness in Nigeria, especially in conflict-affected regions like Maiduguri. It will shed light on the challenges local governments face in providing services amidst socio-economic and security issues, providing evidence for future policymaking. By assessing key public service sectors such as healthcare, education, and infrastructure, the study will offer actionable recommendations that could lead to better governance and improved living conditions for the citizens. Furthermore, the findings of the study will serve as a resource for scholars and researchers in the fields of public administration and governance, offering data on local government performance and citizen satisfaction. In the broader context, improving local government services will help strengthen democratic processes by fostering trust between the government and its people, ultimately contributing to societal peace and stability in Maiduguri.
1.7 Scope and Limitations of the Study
This study is limited to the evaluation of public satisfaction with local government services within Maiduguri Local Government Area, Borno State. It focuses primarily on services related to infrastructure, healthcare, education, and security. The scope is confined to residents within the LGA, excluding those in neighboring regions, and covers only current local government activities. Limitations may arise due to the difficulty of accessing displaced persons or individuals in remote areas affected by insurgency, which may influence the comprehensiveness of the data collected.
1.8 Operational Definition of Terms
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Public Satisfaction: The level of contentment or approval that citizens have regarding the services provided by the local government.
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Local Government Services: Services such as healthcare, education, infrastructure, and security that are provided by the local government to meet the needs of the public.
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Insurgency: A violent and prolonged rebellion or uprising against the government, which in this context, refers to the Boko Haram insurgency affecting Borno State.
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