Public Awareness and Quality of Service Delivery in Selected Ogun State Agencies

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dc.contributor.authorOluwabukunmi Adedotun ADESANYA
dc.date.accessioned2025-11-05T15:40:42Z
dc.date.available2025-11-05T15:40:42Z
dc.date.issued2025-12
dc.description.abstractThis study appraises the impact of agencification in public service delivery by examining the perceptions of residents in Abeokuta, Ogun State. The background of this research stems from Nigeria's ongoing pursuit of better public service delivery, which has led to the adoption of "agencification," the creation of semi-autonomous government agencies. However, its success is often debated, with concerns about public awareness, accessibility, and accountability. Unlike previous research that focuses on internal performance metrics, this study addresses a critical gap by focusing on the public's satisfaction with these agencies. Guided by the principles of New Public Management theory, the research employed a descriptive survey design, collecting data from a sample of 384 residents via structured questionnaires. The data was analysed using descriptive statistics, including frequencies and percentages, to assess how public awareness and service accessibility influence residents' interaction with these agencies, their perceptions of service quality, and their satisfaction with accountability and responsiveness. The findings reveal a significant gap between the agencies' service delivery and public expectations. Specifically, residents have a limited understanding of the specific roles and functions of these agencies. The study also found that, despite some satisfactory services, notable issues exist, such as irregular waste collection byOGWAMA and poor road maintenance by OGPWA. Furthermore, public satisfaction with the agencies’ accountability and responsiveness was found to be generally low, with many residents feeling that their feedback and complaints are not adequately addressed. The study concludes that the practical effectiveness of agencification depends heavily on public perception. For it to be truly effective, the study recommends that agencies like OGWAMA and OGPWA must improve public awareness, enhance service quality, and establish robust mechanisms for accountability and responsiveness. Keywords: Agencification, Service Delivery, Public Works, New Public Management, Autonomy, Accountability, Public Satisfaction Word Count: 278
dc.identifier.citationkate Turabian
dc.identifier.otherM.Sc
dc.identifier.urihttps://repository.lcu.edu.ng/handle/123456789/1209
dc.language.isoen
dc.publisherLead City University, Ibadan
dc.relation.ispartofseriesM.Sc
dc.subjectAgencification
dc.subjectService Delivery
dc.subjectPublic Works
dc.subjectNew Public Management
dc.subjectAutonomy
dc.subjectAccountability
dc.subjectPublic Satisfaction
dc.titlePublic Awareness and Quality of Service Delivery in Selected Ogun State Agencies
dc.typeThesis

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