Organizational Citizenship Behaviour and Demographic Profiling: An Exploration Study among Local Government Workforce in Terengganu, Malaysia

Local authority is the manager of urban environment and ranks last under the Malaysia government
structure after Federal and State governments. The main duty of local authority is to stimulate
economic growth and social development of a district. However, the operational roles that these local
authorities supposed to portray have to some extent do not meet the public expectations, resulting in
various complaints being filed as evidenced from Public Complaint Bureau statistics. In response to
the public outcry for better service delivery, the objective of this research is to investigate the effect of
demographic factors (gender, age, working experience, supervision period and service group) in
influencing the exhibition of citizenship behaviour among local authority workforce in east coast
region of Malaysia. 167 respondents from four local authority in Terengganu have participated where
data were collected using stratified random sampling approach. Empirical results revealed that only
supervision period has significant influence in elevating employees’ Organizational Citizenship
Behaviour, hence, supporting social exchange theory. Therefore, management should undertake
hands-on actions in warranting that these demographic variables be strengthened in invoking
employees’ citizenship behaviour towards instilling community confidence towards diverse services
provided by local authorities.