Persepsi Kakitangan Awam terhadap Penggunaan Media Sosial dalam Penyampaian Barang dan Perkhidmatan Awam

Abstract

Objektif kajian ini adalah untuk mengenalpasti persepsi pekerja atau kakitangan awam terhadap penggunaan media sosial dalam penyampaian barang dan perkhidmatan di sektor awam. Kajian ini mengaplikasikan kaedah kualitatif dengan menggunakan soal selidik yang diedarkan kepada responden dalam kalangan kakitangan (penjawat) awam yang bertugas di kawasan Lembah Klang. Menerusi analisis deskriptif terhadap 331 sampel pekerja sektor awam, dapatan membuktikan kebanyakan pekerja sektor awam menggunakan telefon pintar dalam urusan kerja. Walaupun mereka memiliki lebih daripada satu akaun media sosial, tetapi Whatsapp lebih kerap digunakan dalam urusan kerja. Media sosial juga lebih banyak digunakan untuk tujuan komunikasi dengan rakan sekerja dan ketua. Malah media sosial membolehkan kerja dapat diselesaikan tanpa bersemuka. Manakala barang dan perkhidmatan awam pula turut boleh disampaikan kepada masyarakat tanpa perlu ke lokasi menerusi penggunaan media sosial. Apa yang menarik juga adalah penggunaan media sosial dapat mengurangkan tekanan pekerja dalam membuat kerja dan menjimatkan kos telekomunikasi mahupun pengangkutan. Berpandukan kepada dapatan di atas, jelas sekali bahawa media sosial sesuai digunakan dalam operasi sektor awam termasuklah dalam penyampaian barang awam kepada masyarakat.

Kata kunci: Sektor awam; analisis deskriptif; media sosial; Lembah Klang; barang dan perkhidmatan awam

Abstract: The objective of this study is to identify the perception of employees or civil servants towards the use of social media in the delivery of goods and services in the public sector. This study applies a qualitative method by using a questionnaire distributed to respondents among civil servants who are on duty in the Klang Valley area. Through a descriptive analysis of 331 samples of public sector workers, the findings indicate that the majority of public sector workers use smartphones for work-related tasks. Although they have more than one social media account, Whatsapp is the most frequently used platform for work-related matters. Social media is also primarily used for communication purposes with colleagues and superiors. Additionally, social media allows work to be completed remotely without the need for face-to-face interactions. Furthermore, goods and public services can be delivered to the public without physically going to the location through the use of social media. Interestingly, the use of social media can reduce work-related stress and save costs on telecommunication and transportation. Based on the findings above, it is clear that social media is suitable for use in public sector operations including in the delivery of public goods to the community.

Keywords: Public sector; descriptive analysis; social media; Klang Valley; goods and public services

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