ABSTRACT

In this project, we carrying out a research about level of ethics and professionalism
among civil servants as it becoming crucial issue nowadays. Different information was heard
regarding work ethics and professionalism among civil servants. The purpose of this
questionnaire is to find out the reality of their work ethics and professionalism. Hence, this
study will investigate the level of ethic and professionalism among them. The objectives of
this study are to investigate the level of ethics and professionalism in civil servants to
determine the importance level of ethics and professionalism in civil servants, to identify how
civil servants improve their level of ethics and professionalism and to study the effect of the
level of ethics and professionalism to public. A survey was carried out by giving
questionnaires to public and civil servants with relevant questions related to our objectives.
50 respondents have answered the questionnaire. Then, all the answer from respondent is
being analysis and charts are produced to show the results obtained. Conclusions and
recommendations are made for each question and respond from respondent answers.
1.0 ACKNOWLEDGEMENT

We would like to acknowledgement our project to dedicated lecturer Madam Raihan binti
Musa for guiding us in handling this research work from beginning until the end of this
project. Her comments, critiques and guidance help a lot in finishing this research. We also
would like to thanks group members, friends and people who willingly to give cooperation,
advices and answering questionnaire that we gave.

Besides, we would like to thanks and appreciate our families’ members for giving us moral
and financial support. Without their help, we could facing hardship to finish this project as it
consume a lot of time and money. Lastly, appreciation to ourselves as all group members
giving full commitment and sacrificing time in completing this project.
2.0 INTRODUCTION
Malaysia has been a successful developing country and has achieved success in many fields.
It now aims to become a fully developed nation by its own mould by 2020. In order to
become a successful nation and to further strengthen its achievement towards excellence,
glory and distinction technological progress. It also needs progress in social, cultural,
intellectual and spiritual realm. To achieve this, the enhancement of ethics and
professionalism to ensure that they become part of the society’s culture is absolutely
necessary. Oxford dictionary (2010) define ethics as moral principles that govern a person’s
behavior or the conducting of an activity. Basically, ethics is centering on right and wrong
practice and how it was conducted and will be judged as good or bad.

The ethics of public relations include the application of professional and personal
values of individuals beside the values of the public and clients or organizations. Nearly all
public relations national organizations or associations have their professional code of ethics.
Most of these organizations emphasize educating their members about professional standards.
They have the right to blame or expel practitioners who violate their professional ethics, or
who has been convicted of a crime in a court of law (Wilcox & Cmeron, 2009).

Many countries have also established legal frameworks for civil service systems. In
fact, a series of laws are often added to the initial basic legal framework for civil service
systems in the course of establishing and developing civil service systems. New laws are
often introduced when major civil service reforms are initiated. In Japan, for example, the
National Public Service Law was enacted in 1947 as Act No. 120 which was the initial legal
framework for Japanese civil service system (Division for Public Administration and
Development Management/Department of Economic and Social Affairs, 2006b). The law
continues to provide a basic framework for the Japanese civil service system with revisions
(Act No. 50 of 2006). The law stipulates central personnel administrative agencies, standards
for government positions (general rules, position classification, examinations, appointment
and dismissal, remuneration, employment status, and disciplinary action). (M. Jae Moon &
Changho Hwang, 2013).

A lot of effort has been done by Malaysian Government to add value in providing
service to public especially to cultivate the ethical manners in the public sector organization.
Among the efforts are organizing talk, seminars and campaign since 1980’s such as Bersih,
Cekap dan Amanah (1982), Kempen Kepimpinan Melalui Tauladan (1983), Dasar Penerapan
Nilai-nilai Islam Dalam Pentadbiran (1985), Etika Kerja Islam (1987) and Gerakan Kerja
Cemerlang (1989). In 1991, Modernization and Planning Management Unit of Malaysia
(MAMPU) had issued the Public Circular (Pekeliling Kemajuan Pentadbiran Awam) in order
to increase the quality and the productivity of public sector service.

Other circular that had been issued are the Overall Quality Management for Public
Sector Guideline (1992) and the Implementation of MS ISO 9000 in Public Sector Guideline
(1996). Publication was also published in objective to enhance the ethical culture in public
sector for example the Value and Ethics of Public Sector, Twelve Principles, Philosophy,
Value and Ethics in Public Sector and Development of Islamic Work Ethics (Surat
Perkeliling Perkhidmatan, 2009). In 2009, Malaysia’s Prime Minister, Dato’ Sri Mohd Najib
bin Tun Hj Abdul Razak had introduced the concept of ‘Work Culture, Performance Now’
which is part of the Gagasan 1Malaysia Project. This concept is an improvement to the
second pillar in the Ninth Malaysia Plan (RMK-9) which aims to enhance the knowledge and
encourage innovation to develop a world class mind among the government servant. (N.T
Fikhriah , A.S Sri Wahyu Sakina , & T.T Suhaila , 2015.
3.0 OBJECTIVES

a) To investigate the level of ethics and professionalism in civil servants.

Every civil servant has different work attitudes. Some of them could give their best in order
to provide services to the public and some are not. In this research, we would like to
investigate the factors that could affect their level of ethics and professionalism among civil
servants. We analysed this issue by comparing both public and civil servants opinions by
answering questionnaire.

b) To determine the importance level of ethics and professionalism in civil servants.

There are many importance level of ethics and professionalism in civil servant that can
benefits country and public. Professionalism in the public service is an overarching value
that determines how its activities will be carried out. It encompasses all other values that
guide the public service such as loyalty, neutrality, transparency, diligence, punctuality,
effectiveness, impartiality, and other values that may be specific to individual countries.
Meanwhile, ethics in the public service are broad norms that indicate how public servants
should exercise judgment and discretion in carrying out their official duties. Therefore,
through the analysis done from the research, we can determine how well the civil servant
performing their job and implementing these in their work environment.

c) To identify how civil servants improve their level of ethics and professionalism.

To identify how civil servants improve their level of ethics and professionalism.
Every developing country needs to stabilize their nations’ behavior to become a successful
country. Building an effective ethics management system is an ongoing effort, not a one-time
project. Therefore, there are many ways to improve level of ethics and professionalism
among civil servant such as improvising their level of education, skills, basic knowledge and
experience in public relation.

d) To study the effect of the level of ethics and professionalism to public.

The effect of the level of ethics and professionalism to public can contribute to the society
and country. For society it can handling organization and acting with intergrity. It also can
contribute to development of the country and lower the level of corruption.
4.0 LITERATURE REVIEW
A research entitled ‘Determinants of Ethical Behaviour among Public Sector Auditors in
Malaysia’ (Nursia Yuhanis, 2016) she has mentioned that ethical is significance to all
professions for both private and public sectors. She has studied the influence of ethical
climate professional commitment. She stated that the public sector has a great responsibility
to public such as education, defense, health, communication and transportation. The role of
public sector auditors is crucial to help government organizations improve their level of
quality, accountability and integrity (Buang, 2011). Ethics is the code of moral principles that
govern an individual’s behavior in regards to what is ethically right or wrong (Aaker, 1989).

Ethics is crucial to all professions and ethical decision making is an essential

professional attribute. Numerous studies have been conducted to examine factors influencing
ethical behavior and ethical decision making of individuals. Prior studies have analyzed
demographic variable such as age (Banerjee, Jones and Cronan, 1996; Honeycutt, Glassman
and Karande, 2001; Roman and Munuera, 2005) and education Honeycutt, Glassman and
Karande, 2001; Roman and Munuera, 2005). Other factors tested include organizational
learning capability (Camps and Majocchi, 2010) and performance appraisals (Jacob,
Belschak and Hartog, 2014).

Previous studies have found different results in regards to the influence of ethical
climate on ethical behaviour. Wimbush and Shepard (1994) have suggested that the ethical
climate of an organization could be used to predict not only unethical behaviour but also
counterproductive behaviour. In general, the instrumental climate was the most related to
unethical behaviour (Wimbush et al., 1997). Peterson (2002) outcome from a research state
that low adherence to company rules and laws would be more likely to foster deviant
behaviour related to misuse of organizational property. Organizations that adopt a caring
climate are less likely to experience problems such as gossiping and blame others.
Meanwhile, rules climate can lead to misuse of organizations’ belonging for personal use,
and instrumental climate can lead to deviant such as work slower on purpose and doing
personal things during work. Another study by (Peterson, 2002) stated that an egoism,
particularly self-interest, climate had a significantly positive relationship with unethical
behaviour. Thus, organizations that have higher self-interest need to alter the ethical climate
in order to reduce unethical behaviour.
 Abdullah, Sulong and Mohd Said (2014) conducted a questionnaire survey to analyze
the influence of ethical climate on ethical judgment and unethical behaviour in the Malaysian
public sector. A total of 151 questionnaires were returned and analyzed 13 using regression
analysis; the result revealed a positive significant relationship between ethical climate and
ethical judgment of employees’ behaviour in selected public sector auditors. Abdullah &
Threadgold (2008) mentioned that it is important to view the nature and requirement of
professionalism to seek the integration of professional and educational standards of public
sectors.
Muhammed Fadel (2016) mentioned that education and length of service were factors
that influenced professionalism and code of ethics. The findings shows that practitioner with
a high level of education and had been long in service found accepted professionalism in their
practice and also were acceptable to be guided and governed by ethical conduct. From their
study, a majority of them are members of professional associations it also meant that they
accepted ethical practice in the conduct of their work. Professional values are correlated with
professionalism and code of ethics. It was evident that practitioners who aim to have
professional values in their practice must begin with accepting professionalism and the code
of ethics.
5.0 METHODOLOGY

We have defined methods for data collection to obtain public and civil servants opinion and
perception toward the issue regarding level of ethics and professionalism among civil
servants. Our aim is to gain people thoughts from various background so we can obtain many
data that may be useful for this research.

Method that being used:

Primary Data.

 Giving questionnaire

Questionnaires were been given to public and civil servants with various background in order
to obtain various type of perception among them regarding this issue.

Questionnaires type:

(a) Close-Ended Question

i. Likert-scale question
ii. Ranking question
iii. Category question
iv. Yes-No question
v. Multiple choices question

(b) Open-Ended Question

Ask respondents opinion related to level of ethics and professionalism among civil
servants.
6.0 FINDINGS
6.1 CIVIL SERVANT

PART A: CIVIL SERVANT AS RESPONDENT

6.1.1. Gender

MALE
40%

FEMALE
60%

Figure 1: Percentage of Respondents

This questionnaire involved 25 respondents with 40% male and 60% female among civil
servants.

6.1.2. Age

56 & above 18-25

8% 16%
41-55
12%

26-31
28%

32-40
36%

18-25 26-31 32-40 41-55 56 & above

Figure 2: Percentage of Respondents

This questionnaire involves five different range of age. First group involve from the age 18 to
25 with 16%. The age from 26-31 have the percentage of 28%. This is followed by the age
from 32 to 40 with 36% from total respondents. Besides, 12% of the respondents involve
from age 41 to 55. Lastly, 8% were contributed by the age of 56 and above.

6.1.3. Education Background

POSTGRADUATE
20%
SPM
32%

UNDERGRADUA
TE
48%

SPM UNDERGRADUATE POSTGRADUATE

Figure 3: Percentage of Respondents

This questionnaire is classified to three types of education background which are Sijil
Pelajaran Malaysia (SPM), undergraduate and postgraduate. About 48% involving civil
servants with undergraduate qualification. This was followed by SPM and postgraduate with
32% and 20% respectively.
6.1.4 Do the civil servants’ organization have a written ethics policy?
Yes No

0%

100%

Figure 4: Percentage of Respondents

The pie chart above shows the percentage of respondents that has written ethics policy in
their organization. 100% of respondents voted that they have written ethics policy in their
organization.

6.1.5 Do the civil servants follow orders regardless if they appear unethical?

Yes No

32%

68%

Figure 5: Percentage of Respondents

The pie chart above shows the percentage of respondents that follow the order regardless if
they appear unethical. There are 32% of respondents that refuse to follow the order and 68%
of respondents agreed to follow the order regardless if they appear unethical.

6.1.6 Do the executives in civil servants’ organization lead by example?

 Yes No

32%

68%

Figure 6: Percentage of Respondents

The pie chart above shows the percentage of respondent opinion about the executives in their
organization lead by example. There are 68% of respondents who are agreed and 32% of
respondents who are disagreed that their executives lead by example.

6.1.7 Do the leader in civil servants’ organization are honest?

Yes No

23%

77%

Figure 7: Percentage of Respondents

The pie chart above shows the percentage of respondents about the honesty of their leader in
organization. There are 77% of respondents agreed and 23% of respondents disagreed that
their leader honest in their organization.
6.1.8 Do the leaders in civil servants’ organization employ favoritism?
 Yes No

48%
52%

Figure 8: Percentage of Respondents

The pie chart above shows the percentage of respondent about the favoritism among their
leader in the organization. There are 48% of respondents agreed and 52% disagreed that their
leader practices favoritism in the organization.

6.1.9 Do civil servants often greet customers/clients with smile and greetings?

Yes No

0%

100%

Figure 9: Percentage of Respondents

The pie chart above shows the percentage of the respondent that they often greet
customers/client with smile and greetings. All the respondents voted for yes that they often
smile and greet customers/client during serving them.

6.1.10 Ethical training is important for civil servant to prevent corruption and to provide
good public service.

Table 1: Number of respondent

 Option Number of respondents
Strongly Agree 14
Agree 7
Disagree 2
Strongly Disagree 2

Strongly Disagree
8%

Disagree
8%

Strongly Agree
Agree 56%
28%

Strongly Agree Agree Disagree Strongly Disagree

Figure 10: Percentage of respondent

The pie chart above shows the percentage of respondents’ opinion about statements regarding
training for civil servants. There are about 56% respondents choose to strongly agree that
whether training is important for civil servant to prevent corruption and to provide good
public service while respondents who choose to agree are 28%. On the other side,
respondents who object this statement are 8% for both disagree and strongly disagree option.

6.1.11 Civil servant can be professional without integrity or without ethics.

Table 2: Number of respondents

Option Number of respondents

Strongly Agree 1
 Agree 5
Disagree 11
Strongly Disagree 8

Strongly Agree
4%
Strongly
Disagree Agree
32% 20%

Disagree
44%
Strongly Agree Agree Disagree Strongly Disagree

Figure 11: Percentage of respondent

The pie chart above shows the percentage of respondents’ opinion regarding civil servant can
be professional without integrity or without ethics. Mostly respondents disapprove this
statement with 44% chose strongly disagree while 32% chose to disagree. On the other side,
respondents who chose agree and strongly disagree are 20% and 4% respectively.

6.1.12 Leakage of confidential information is caused by lack of integrity.

Table 3: Number of respondent

Option Number of respondents

Strongly Agree 15
 Agree 6
Disagree 2

Strongly Disagree 2

Strongly Disagree
8%
Disagree
8%

Agree
24% Strongly Agree
60%

Strongly Agree Agree Disagree Strongly Disagree

Figure 12: Percentage of respondent

The pie chart above shows the percentage of respondents’ thoughts about the leakage of
confidential information is caused by lack of integrity. Majority of respondents with 60%
voted strongly disagree while 24& chose agree. Some respondents show their agreement by
chose option for agree and strongly agree with 24% and 8% strongly disagree.

6.1.13 Civil servant should use social and electronic media as a medium to expose their
customers’ privacy.

Table 4: Number of respondent

Option Number of respondent

Strongly Agree 1
Agree 2
Disagree 9
 Strongly Disagree 13

Strongly Agree
4% Agree
8%

Strongly Disagree
52%
Disagree
36%

Strongly Agree Agree Disagree Strongly Disagree

Figure 13: Percentage of respondent

The pie chart above shows the percentage of respondents’ thoughts about statement civil
servant should use social and electronic media as a medium to expose their customers’
privacy. It shows there are about 52% respondents who are strongly disagree and 36%
disagree that civil servants do such thing. Meanwhile, respondents that choose agree and
strongly agree are 8% and 4% respectively.

6.1.14. Leader should demonstrate traits of honesty, trustworthiness and integrity towards
their co-worker.
Table 5: Number of respondent

Option Number of respondent

Strongly Agree 16
Agree 8
Disagree 1
Strongly Disagree 0
 Disagree
Strongly Disagree
4% 0%

Agree
32%

Strongly Agree
64%

Strongly Agree Agree Disagree Strongly Disagree

Figure 14: Percentage of respondent

The pie chart above shows the percentage of respondents’ thoughts about statement leader
should demonstrate traits of honesty, trustworthiness and integrity towards their co-worker.
Most of the respondents chose strongly agree with 64% while 32% agree with the statement.
Meanwhile, no one shows disagreement based on the result of questionnaire.

6.1.15 Positive attitude of civil servant can ensure their work more efficient and increased
productivity.

Table 6: Number of respondent

Option Number of respondent

Strongly Agree 15
Agree 7
Disagree 2
Strongly Disagree 1
 Strongly Disagree
4%
Disagree
8%

Agree
28%
Strongly Agree
60%

Strongly Agree Agree Disagree Strongly Disagree

Figure 15: Percentage of respondent

The pie chart above shows the percentage of respondents’ thoughts about statement regarding
positive attitude of civil servant can ensure their work more efficient and increased
productivity. Majority of respondents with 60% strongly agree that attitude of civil servant
can ensure their work more efficient and increased productivity. Besides, 28% agree, 8%
disagree and 4% strongly disagree were voted among respondents.
6.1.16 Civil servant who has high level of education and had been long in service is more
implementing work ethics and professionalism.

Table 7: Number of respondent

Option Number of respondent

Strongly Agree 5
Agree 11
Disagree 6
Strongly Disagree 3
 Strongly Disagree
12% Strongly Agree
20%

Disagree
24%

Agree
44%

Strongly Agree Agree Disagree Strongly Disagree

Figure 16: Percentage of respondent

The pie chart above shows the percentage of respondents’ thoughts about statement regarding
civil servant who has high level of education and had been long in service is more
implementing work ethics and professionalism. Based on figure above, the most voted option
with 44% agree were chosen by the respondents. The result followed by strongly disagree,
strongly agree, strongly disagree with 24%, 20% and 12% respectively.

6.1.17 Misused of organizations’ belonging for personal use among civil servant obviously
happened in our society.

Table 8: Number of respondent

Option Number of respondent

Strongly Agree 6
Agree 13
Disagree 5
Strongly Disagree 1
 Strongly Disagree
4%
Strongly Agree
Disagree 24%
20%

Agree
52%
Strongly Agree Agree Disagree Strongly Disagree

Figure 17: Percentage of respondent

The pie chart above shows the percentage of respondents’ opinion about statements regarding
the misused of organizations’ belonging for personal use among civil servant obviously
happened in our society. The result shows that 52% agree with the statement while 24%
chose to strongly agree. Other the other side, for option disagree and strongly disagree were
voted by the respondents with 20% and 4% respectively.
6.1.18. I like my job serving for customers.

Table 9: Number of respondent

Option Number of respondent

Strongly Agree 7
Agree 15
Disagree 2
Strongly Disagree 1

Strongly Disagree
4%
Disagree
8% Strongly Agree
28%
 Figure 18: Percentage of respondent

The pie chart above shows the percentage of respondents’ opinion about whether they like
their job serving for customers. Most of the respondents like doing their job with 60% agree
with this statement. The results are followed by strongly agree, disagree and strongly disagree
with 28%, 8% and 4% respectively.

6.1.19 Civil servants always provide complete and accurate information for
customers/clients.

Table 10: Number of respondent

Number of
Option
respondent
Strongly Agree 8
Agree 15
Disagree 1
Strongly
1
Disagree
 Strongly Disagree
4%
Disagree
4% Strongly Agree
32%

Agree
60%

Strongly Agree Agree Disagree Strongly Disagree

Figure 19: Percentage of respondent

The pie chart above shows the percentage of respondents’ opinion about always provide
complete and accurate information for customers/clients. From the results above, 60%
respondents voted for agree followed by strongly agree with 32%. The option for strongly
disagree and disagree shared the same percentage with 4% each.

6.1.20 Ways to improve the quality of service delivery to public among civil servants

Table 11: percentage of respondents

Attend staff Have clear Good Highly Accept

training understanding cooperation committed criticism
of service with with their
quality colleagues work
Ranking 1 32% 24% 20% 28% 16%
Ranking 2 20% 20% 8% 20% 24%
Ranking 3 12% 28% 20% 20% 16%
Ranking 4 12% 20% 28% 8% 24%
Ranking 5 23% 8% 24% 25% 20%
 35
THE PERCENTAGE OF RESPONDENTS (%)

30

25

20
Ranking 1
15
Ranking 2
10 Ranking 3
5 Ranking 4
Ranking 5
0
Attend staff Have clear Good Highly Accept criticism
training understanding cooperation committed with
of service with colleagues their work
quality
WAYS TO IMPROVE THE QUALITY SERVICE DELIVERY TO PUBLIC

Figure 20: Percentage of Respondents on Ways to Improve Quality of Service Delivery to

Public

The histogram above shows the frequency level for the ways to improve the quality of service
delivery to public among civil servants. It shows that for Ranking 1 for the best way to
improve the quality service delivery among the civil servants is to attend staff training with
value 32%. It followed by highly committed with their work is 28%, have clear
understanding is 24%, good cooperation with colleagues is 20% and accept criticism is 16%.
Then, Ranking 2 shows the accept critism obtained the highest percentage which the value is
24%. It followed by have clear understanding of service quality, attend staff training, and
highly committed with their work which their values are same which is 20% and lastly 8%
for value of good cooperation with colleagues. After that, Ranking 3 shows that have clear
understanding of service quality have the highest value which are 28% for the methods of
performing better quality service to customer. It followed by good cooperation with
colleagues and highly committed with their work, which share the same values which is 20%,
then followed by accept criticism which is 16% and attend staff training which is12%. Next,
for Ranking 4, good cooperation with colleagues reaches the highest percentage value which
is 28%. It followed by accept criticism is 24%, have clear understanding of service quality is
20%, attend staff training is 12% and highly committed with their work is 8%. Lastly, for
Ranking 5 highlighted that highly committed with their work reaches the highest percentage
value which is 25%. Then, it followed by good cooperation with colleagues which is 24%,
attend staff training is 23%, accept criticism is 20% and have clear understanding of service
quality is 8%.

6.1.21. Civil servant spent time on lunch break

24%
28%
Less than 1 hour
1 hour
More than hour

48%

Figure 21: Percentage of Respondents

The pie chart above shows the percentage of respondent regarding on period of time spent on
their lunch break. There are 24% of respondents voted for more than 1 hour and 28% of
respondents voted for less than 1 hour spent time for their lunch break. After that, 48% of
respondents voted to spend time 1 hour during their lunch break.
6.1.22. How many times civil servant spent in attending course or talk on leadership training?

4%

32% Weekly
Monthly
Once a year
64%

Figure 22: Percentage of Respondents

The pie chart above shows the percentage of respondent on attending course or talk on
leadership training. There are 64% of respondents chose to attend course or talk on leadership
training for once a year while 32% of respondents chose to attend the training for monthly.
Then, 4% of respondents chose weekly to attend the leadership training.

6.1.23 First thing civil servants did when working hours start?

20%
Taking breakfast with my
colleagues at café
44%
Start doing work

Checking my emails
36%

Figure 23: Percentage of Respondents

The pie chart above shows the percentage of respondent about the first thing done when
working hours start. There are 44% of respondents that voted for first thing done when
working hours start with checking their emails, 36% of respondents voted for start doing
work and 20% of respondents voted for taking their breakfast with colleagues at the café.

6.1.24. Respondents’ opinion regarding the greatest problems of personal and professional
conduct among civil servant.

Respondent 1 Integrity
Respondent 2 Lack of integrity and lack of discipline
Respondent 3 Dishonesty
Respondent 4 Kleptocracy
Respondent 5 Lack of integrity
Respondent 6 No respect feelings between others
Respondent 7 Does not have a consistency on doing their job
Respondent 8 Most professional having a hard time to deal
with their daily activities as it is difficult for
them to monitor other’s performance.

Respondent 9 Misconduct or abuse of power for personal

interest
 Respondent 10 Less of cooperation
Respondent 11 Egoistic element
Respondent 12 Lack of commitment
Respondent 13 It is difficult for professional to maintain their
reputation

Respondent 14 Lack of commitment towards their works

Respondent 15 Doing job with hidden agenda, most accurate is
not being honest.

Respondent 16 Insecurity of doing work

Respondent 17 Lack of skills
Respondent 18 Wrongdoings among them
Respondent 19 Untrustworthiness
Respondent 20 Self-centered
Respondent 21 Lack of teamwork in group
Respondent 22 Hard to maintain reputation
Respondent 23 Lack of discipline
Respondent 24 Exposing customer private information
Respondent 25 Too much interacting on social media

Answer Classification:

Respondents’ opinion regarding the greatest problems of personal and professional conduct
among civil servant.
No Lack of integrity No Lack of skill No Misbehavior
1. Integrity 1 Less of cooperation 1 Misconduct or abuse
of power for personal
interest.
2. Lack of integrity and 2 Does not have a 2. No respect feelings
lack of discipline consistency on doing their between others
job

3. Dishonest 3. Less of cooperation 3. Egoistic element

4. Lack of integrity 4. Most professional having a 4. Wrongdoings among

hard time to deal with their them
daily activities as it is
difficult for them to
monitor other’s
performance.
5. Kleptocracy 5. Lack of commitment 5. Self-centered

6. Doing job with hidden 6. It is difficult for 6. Too much interacting

agenda, most accurate professional to maintain on social media
is not being honest. their reputation.

7. Untrustworthiness 7. Lack of commitment

towards their works

8. Exposing customer 8. Insecurity of doing work

private information
9. Lack of skills

10. Lack of teamwork in

group

11. Lack of discipline

12. Hard to maintain

reputation

Respondents' opinion regarding the greatest problems of personal and proffesional

conduct among civil servant

23%
31%

Lack of intergrity

Lack of skill

Misbehavior

46%

Figure 24: Percentage of Respondents

From the pie chart above, we can classify three types of greatest problems of personal and
professional conduct among civil servants according to respondents’ feedback. The most
problem stated by respondents is lack of skill such as lack of commitment, lack of
cooperation and lack of discipline with 46%. This is followed by lack of integrity were stated
by the 8 respondents with percentage of 31%. Lastly, the greatest problem among civil
servants is misbehavior such as abuse of power for personal interest and self-centered with
percentage of 23%.

6.1.25. Respondents opinion on corruption happening among civil servant in Malaysia

nowadays

Respondent 1 So bad, because everybody going for money

rather than sincere in doing their job.
Respondent 2 People do not want to work hard but want
benefits.
Respondent 3 Bad and need to do something.
Respondent 4 Less faith. Ilmu tauhid amongst Muslim civil
servant.
Respondent 5 Worse especially the authority one.
Respondent 6 The very top leader in the government is the
one who lead our leaders in sub department
to do corruption just like them.
Respondent 7 Corruption becomes worst among civil
servant.
Respondent 8 The corruption happened because lack of
awareness from government
Respondent 9 The corruption produces an unhonest and less
 integrity personal.
Respondent 10 It is because people in Malaysia lack of
human sense. All they know is only
education but not ethics.
Respondent 11 Something need to be done to prevent
corruption from getting worse as it will be
bring down Malaysia
Respondent 12 Become prevalent
Respondent 13 It can be helped because more worse
Respondent 14 Many civil servant involve in corruption
Respondent 15 Become more serious
Respondent 16 People do not want to work hard but want
more benefits.
Respondent 17 The corruption happened because lack of
faith among civil servant
Respondent 18 They think cash is king so corruption become
more worse among them
Respondent 19 Less integrity cause corruption
Respondent 20 More serious among them
Respondent 21 Don’t care about ethics but money come first
Respondent 22 Becomes more worse because insincere when
working
Respondent 23 The very top leader in the government gives
order and urges them to do corruption.
Respondent 24 Worse especially the authority one.
Respondent 25 Become more serious

Answer Classification:

Respondents opinion on corruption happening among civil servant in Malaysia nowadays

No. Become worse No. Money comes No. Lack of No. Lack of faith
and prevalent first before government
 ethics awareness
1. Bad and need 1. So bad, because 1. The very top 1. Less integrity
to do everybody going leader in the cause
something. for money rather government is corruption
than sincere in the one who
doing their job. lead our leaders
in sub
department to
do corruption
just like them.
2. Corruption 2. They think cash 2. The corruption 2. The corruption
becomes worse is king so happened happened
among civil corruption because lack of because lack of
servant. become more awareness from faith among
worse among government civil servant
them
3. Something 3. Don’t care about 3. The very top 3. It is because
need to be done ethics but leader in the people in
to prevent money come government Malaysia lack
corruption first gives order and of human
from getting urges them to sense. All they
worse as it will do corruption. know is only
be bring down education but
Malaysia not ethics.
4. Become 4. People do not 4. Worse 4. The corruption
prevalent want to work especially the produces an
hard but want authority one. unhonest and
benefits. less integrity
personal.
5. It can be 5. People do not 5. Less faith.
helped because want to work Ilmu tauhid
more worse hard but want amongst
more benefits. Muslim civil
 servant.
6. Many civil 6. Becomes more
servant involve worse because
in corruption insincere when
working
7. Become more 7. People do not
serious want to work
hard but want
more benefits.
8. More serious
among them
9. Become more
serious

Respondents’ opinion on corruption happening among civil servant in Malaysia

nowadays

Become worse and prevalent Money comes first before ethics

Lack of government awareness Lack of faith

6%

19%
42%

33%

Figure 25: Percentage of Respondents

The pie chart above shows the percentage of respondent regarding on corruption happening
among civil servant in Malaysia nowadays. There are 42% of respondent states that
corruption is become worse and prevalent. Other than that, 33% of respondent chose money
comes first before ethics, followed by 19% of respondent chose lack of government
awareness and 6% of respondent chose lack of faith as their opinion about corruption among
civil servants.

6.2 PUBLIC

6.2.1 Gender

36%
Male
64% Female

Figure: Percentage of Gender.

The pie chart shows the percentage of respondent’s gender. There are 36% of male and 64%
of female.

6.2.2 Occupation
 12% 8%

16% Public Sector

Private Sector
Student
Others

64%

Figure: Percentage of Respondent’s Occupation.

The pie chart shows the percentage of respondent’s occupation. There are 8% of public
sector, 16% of student, 64% of private sector and 12% of others which are housewives and
self-employed.

6.2.3 Age

4%
8%
28%
18-25
26-31

28% 32-40
41-55
56 and above

32%

Figure: Percentage of Respondent’s Ages (years).

The pie chart shows the percentage of respondent’s age range. Based on this pie chart, there
are 28% respondents who are 18-25 years old and 32-40 years old respectively, 32%
respondents who are 26-31 years old, 8% respondents who are 41-55 years old and 4%
respondents who are 56 years old and above.

6.2.4 Education Background

20%

32% SPM
Undergraduate
Postgraduate

48%

Figure: Percentage of Respondent’s Education.

The pie chart shows the percentage based on respondent’s education. There are 32% are SPM
level, 48% are undergraduate level and 20% of them are postgraduate level.
Yes -No Question

6.2.5 Have you ever used services from civil servant?

28%

Yes
No
72%

Figure: Percentage of Respondent.

Based on the pie chart, there were 72% of respondents had used services from civil servant
while there were 28% of them had never used the services.

6.2.6 Do you feel welcomed during your visit? (Greeted, smile)

 48% Yes
52%
No

Figure: Percentage of Respondent.

Based on the pie chart shown above, there were 52% of respondents feel welcomed during
their visit to civil servant services while 48% of them feel unwelcome during their visit.

6.2.7 Do you think that ethics and professionalism among civil servants will contribute to the
country development?

36% Yes
No
64%

Figure: Percentage of Respondent.

Based on the pie chart above, there were 64% of respondents thought that ethics and
professionalism among civil servant will contribute to the country development while 36% of
them were not.

6.2.8 Do you think different races and religion affect the service from civil servant?

28%
Yes
No

72%

Figure: Percentage of Respondent.

This pie chart shows that there were 72% of respondents object that different races and
religion affect the services from civil servant while 28% of them thought that service from
civil servant will be differ based on races and religion.

6.2.9 Is the civil servant very patient and committed in giving services to you?
 26%
Yes
No

74%

Figure: Percentage of Respondent.

Based on the pie chart above, there were 74% of respondents agree that civil servant were
very patient and committed in giving services to them while 26% of the respondents were
not.

Likert-Type Scale Question

6.2.10 Civil servants willing to fulfil your demands.

Option Respondent Percentage (%)

Strongly Agree 3 12

Agree 17 68

Disagree 5 20

Strongly Disagree - -
 0%
12%
20%

Strongly Agree
Agree
Disagree
Strongly Disagree
68%

Figure: Percentage of Respondent.

The pie chart above shows the percentage of respondents opinion on willingness of civil
servant in fulfil their demands. Based on the pie chart, 68% of the respondents were agree
that civil servant fulfil their demands and 12% of them were strongly agree with that
statement. Meanwhile, there were 20% of the respondents were disagree with the statement.

6.2.11 Civil servants follow their working hours. (eg: Punctual)

Option Respondent Percentage (%)

Strongly Agree 4 16

Agree 15 60

Disagree 6 24

Strongly Disagree 0 0
 0%
16%
24%

Strongly Agree
Agree
Disagree
Strongly Disagree

60%

Figure: Percentage of Respondent.

The pie chart shows that the percentage of respondent’s observation on civil servants
following their working hours. Based on this pie chart, there were 60% of the respondents
agree with the statement stated and 16% of them were strongly agree that civil servant were
following their working hours. Meanwhile, there were 24% of respondents disagree with the
statement.

6.2.12 The staffs provided complete, accurate information to you.

Option Respondent Percentage (%)

Strongly Agree 2 8

Agree 10 40

Disagree 13 52

Strongly Disagree 0 0
 0% 8%

Strongly Agree
Agree
52% Disagree
40%
Strongly Disagree

Figure: Percentage of Respondent.

The pie chart shows that the percentage of respondent’s opinion on the staffs provided
complete, accurate information to you. Based on this pie chart, there were 40% of the
respondents agree with the statement stated and only 8% of them were strongly agree.
Meanwhile, there were 52% of respondents disagree with the statement.

6.2.13 The civil servant always keep your information private.

Option Respondent Percentage (%)

Strongly Agree 4 16

Agree 17 68

Disagree 4 16

Strongly Disagree 0 0
 0%

16%
16%
Strongly Agree
Agree
Disagree
Strongly Disagree

68%

Figure: Percentage of Respondent.

The pie chart above shows the percentage of respondents’ opinion on the civil servant always
keep your information private. Based on the pie chart, 68% of the respondents were agree
that civil servant keep their information private and 16% of them were strongly agree with
that statement. Meanwhile, there were also 16% of the respondents were disagree with the
statement.

6. 2.14 You feel satisfied with the services given by the civil servants.

Option Respondent Percentage (%)

Strongly Agree 3 12

Agree 15 60

Disagree 7 28

Strongly Disagree 0 0
 0%
12%
28% Strongly Agree

Agree

Disagree

Strongly
60% Disagree

Figure: Percentage of Respondent.

The pie chart shows that the percentage of respondent’s feel satisfied with the services given
by the civil servants. Based on this pie chart, there were 60% of the respondents agree with
the statement stated and 12% of them were strongly agree that they feel satisfied with the
service given by civil servants. Meanwhile, there were 28% of respondents disagree with the
statement.

6.2.15 Civil servants in Malaysia should improve their skills, education, basic knowledge and
experience in the public relation fields when playing major role in an organization.

Option Respondent Percentage (%)

Strongly Agree 18 72

Agree 7 28

Disagree 0 0

Strongly Disagree 0 0
 0%

28% Strongly Agree

Agree

Disagree
72%
Strongly
Disagree

Figure: Percentage of Respondent.

The pie chart above shows the percentage of respondents’ opinion on civil servants in
Malaysia should improve their skills, education, basic knowledge and experience in the
public relation fields when playing major role in an organization. Based on the pie chart, 72%
of the respondents were strongly agree with the statement. Meanwhile, there were 28% of the
respondents were agree with the statement.

6.2.16 Cheating is synonymous with civil servant in Malaysia (ex: cheating on medical
certificates).

Option Respondent Percentage (%)

Strongly Agree 4 16

Agree 8 32

Disagree 11 44

Strongly Disagree 2 8
 8% 16%
Strongly
Agree
Agree

Disagree
44% 32%
Strongly
Disagree

Figure: Percentage of Respondent.

The pie chart above shows the percentage of respondents’ opinion on cheating is synonymous
with civil servant in Malaysia (ex: cheating on medical certificates). Based on the pie chart,
32% of the respondents were agree cheating is synonymous with civil servant and 16% of
them were strongly agree with that statement. Meanwhile, there were also 44% of the
respondents were disagree and 8% of the respondent were strongly disagree with the
statement.

6.2.17 Civil servants involved in unethical issue (eg: corruption) due to lack of authority from
government policies.

Option Respondent Percentage (%)

Strongly Agree 1 4

Agree 7 28

Disagree 7 28

Strongly Disagree 0 0
 0%

7% Strongly
Agree

Agree
47%
46%
Disagree

Strongly
Disagree

Figure: Percentage of Respondent.

The pie chart shows that the percentage of respondent opinion on civil servants involved in
unethical issue (eg: corruption) due to lack of authority from government policies. Based on
this pie chart, there were 46% of the respondents agree with the statement stated and only 7%
of them were strongly agree on civil servants involved in unethical issue due to lack of
authority from government policies. Meanwhile, there were 47% of respondents disagree
with the statement.

Multiple Choices Questions

6.2.18 Why there are many complaints about the capability of the civil service management?

Option Respondent Percentage (%)

Not systematic and efficient 34 27.2

Unfriendly service 27 21.6

Late to fulfill public demands 32 25.6

Not professional 22 17.6

Others, please specify 10 8

 Not systematic and
5% efficient
26%
21% Unfriendly service

Late to fulfill public

demands
Not professional
23%
25% Others, please specify

Figure: Percentage of Respondents

Based on the pie chart above, it shows the percentage of respondents on types of complaints
of the civil service management. The highest complaint was 26% which the civil servant
management was not systematic and efficient. There 25% complaint on the late to fulfill
public demands, 23% was unfriendly service and 21% was civil servant management was not
professional. Other than that, there were 5% of respondents chose other complaint such as
poor service.

6.2.19 Which part of government’s service that give you worse experience in your whole life.

Respondent Percentage (%)

Option
Hospital 23 18.4

Police Station 24 19.2

Majlis Perbandaran/Daerah 19 15.2

School/University 20 16

Others, please specify 4 3.2

 4%
Hospital
26%
22% Police Station

Majlis
Perbandaran/Daerah
School/University

21% Others, please specify

27%

Figure: Percentage of Respondents.

Based on the pie chart, the percentage of respondents on government’s service that give
worse experience in their whole life. The worst government’s service that being chose by
respondents was police station which was 27%. The second worse percentage was 26%
percent which service provided by the hospital. There were 22% of respondents state that
school also gave worse service to them and 21% of respondents chose Majlis Perbandaran/
Daerah. The least percentage was 4% which was other service that gave them worse
experience such as Jabatan Pengankutan Awam(JPJ) and Jabatan Kastam.

6.2.20 How do you know about ethical and professionalism?

Option Respondent Percentage (%)

Social Interaction 24 19.2

Media 20 16

Talk 15 12

Books 8 6.4

Others, please specify 0 0

 12%
0%
Social Interaction
36%
Media
22%
Talk
Books
30%
Others, please specify

Figure: Percentage of respondents

Based on the pie chart above, it shows that the percentage of respondents on sources of
knowledge about ethical and professionalism. Most of the respondents knew about ethical
and professionalism by social interaction with the highest percentage which was 36%. Other
than that, 30% of them knew about ethical and professionalism from media, 22% was from
attending talk and 12% was from the books.

6.2.21 How would you rate the standard of proficiency civil services in Malaysia?

Option Respondent Percentage (%)

Very Low 0 0

Low 3 12

Moderate 17 68

High 5 20

Very High 0 0
 0%
12%
20%

Very Low
Low
Moderate
High
Very High

68%

Figure: Percentage of Respondent.

The pie chart above shows the percentage of respondents’ rate the standard of proficiency
civil services in Malaysia. Based on the pie chart, 68% of the respondents rate moderate.
Meanwhile, there were 20% of the respondents’ rate high and 12% rate low as the standard of
proficiency civil services in Malaysia.

6.2.22 How frequent you deal with civil servants?

Option Respondent Percentage (%)

Everyday 1 4

Every week 5 20

Ever month 16 64

Others, please specify 3 12

 4%
12% Everyday
20%
Every week

Ever month

Others, please
specify
64%

Figure: Percentage of Respondent.

he pie chart above shows the percentage of respondents on how frequent they deal with civil
servants. Based on the pie chart, 64% of the respondents chose every month. There were 20%
of the respondents chose every week and 12% chose others on how frequent they deal with
civil servants. Meanwhile, only 4% choose everyday they deal with civil servants.

6.2.23 Respondents’ experienced any bad situations when dealing with civil servant.

Respondent 1 Emotional service.

Respondent 2 Pernah (unfriendly service).
Respondent 3 Unfriendly.
Respondent 4 No.
Respondent 5 Unfriendly and unprofessional services.
Respondent 6 Dealing with post office service.
Respondent 7 No.
Respondent 8 They probably don’t really know how to communicate with the public.
Respondent 9 Tak.
Respondent 10 Not friendly and timing.
Respondent 11 No.
Respondent 12 Unfriendly staff.
Respondent 13 Poor service (immigration & hospital) – worsen with my kampung.
Respondent 14 I haven’t in the current moment.
 Respondent 15 No.
Respondent 16 Unfriendly worker.
Respondent 17 No.
Respondent 18 Staff not smile to customer.
Respondent 19 No.
Respondent 20 Not friendly.
Respondent 21 They do work slow and does not respect customer time.
Respondent 22 Not communicate with customer properly.
Respondent 23 Never.
Respondent 24 Work carelessly.
Respondent 25 Not use respect tone with the customer and act arrogant.

Respondents’ experienced any bad situations when dealing with civil servant.
No Unfriendly staff No Poor services No No experienced
1. Unfriendly 1 Emotional service 1 No
2. They probably don’t 2 Pernah (unfriendly service) 2. No
really know how to
communicate with the
public.

3. Not friendly and timing. 3. Unfriendly and 3. Tak

unprofessional service.

4. Unfriendly staff. 4. Dealing with post office 4. No

service.
5. Unfriendly worker. 5. Poor service (immigration & 5. I haven’t in the current
hospital) – worsen with my moment.
kampung.
6. Staff not smile to 6. They do work slow and does 6. No
customer. not respect customer time.

7. Not friendly. 7. Not communicate with 7. No

customer properly.
8. Work carelessly. 8. No
9. Not use respect tone 9. Never.
with the customer and
act arrogant.
Answer Classification:

The percentage of Respondents' experienced any bad situations

when dealing with civil servant

Unfriendly staff
36% 36%
Poor services

No experienced

28%

The pie chart above shows that 36% of unfriendly staff and no experienced as the bad
situations when dealing with civil servant. While, 28% respondent choose poor services.
6.2.24 Respondents’ opinion to have services from civil service again based on their
experienced.

Respondent 1 Yes, everywhere we will found/see a civil servant to do some work.

Respondent 2 Masih memerlukan dan kerajaan lebih murah,
Respondent 3 Maybe.
Respondent 4 Yes, because it is way more fast.
Respondent 5 Yes. Because the services fast and efficient than government.
Respondent 6 Yes, I have too.
Respondent 7 Of course yes.
Respondent 8 Yes, having formed to have their service because of this survey maybe
may improve their services.
Respondent 9 Nak menggunakan perkhidmatan.
Respondent 10 Have too.
Respondent 11 Yes.
Respondent 12 Yes, cheapest than private service.
Respondent 13 Have to. No choice.
Respondent 14 I may have their service again because we are just human, always make
mistake.
Respondent 15 Yes, good services.
 Respondent 16 Yes, but depends on the current situations, they also need be more
friendly.
Respondent 17 Yes, the service easy to get
Respondent 18 Maybe, only want their services if they not smile not my problem.
Respondent 19 Yes, many things can be get done with civil service.
Respondent 20 Maybe.
Respondent 21 Need to, but hope for improvement in their services.
Respondent 22 Yes, have too.
Respondent 23 Yes, affordable.
Respondent 24 Maybe, don’t have many choice.
Respondent 25 Maybe but they really need to improve their manner, btw their service
are not that good.
Answer Classification:

Respondents’ opinion to have services from civil service again based on their
experienced.
No Yes No In need No Maybe

1. Yes, everywhere we 1 Masih memerlukan 1 Maybe.

will found/see a civil dan kerajaan lebih
servant to do some murah,
work.
2. Yes, because it is way 2 Yes, I have too. 2. I may have their
more fast. service again because
we are just human,
always make mistake

3. Yes. Because the 3. Have too. 3. Maybe, only want

services fast and their services if they
efficient than not smile not my
government. problem.
4. Of course yes. 4. Have to. No choice. 4. Maybe.
5. Yes, having formed to 5. Need to, but hope for 5. Yes, affordable.
have their service improvement in their
because of this survey services.
maybe may improve
their services.
6. Nak menggunakan 6. Yes, have too 6. Maybe, don’t have
perkhidmatan. many choice.
7. Yes. 7. Maybe but they really
need to improve their
manner, btw their
service are not that
good.
8. Yes, cheapest than
private service.
9. Yes, good services.
10. Yes, but depends on the
current situations, they
also need be more
friendly.

11 Yes, the service easy to

get
12. Yes, many things can
be get done with civil
service.
13. Yes, affordable.
 The percentage of Respondents' opinion to have services
from civil service again based on their experienced.

Yes
28%
In need
Maybe
52%

24%

The pie chart above shows the percentage of respondent regarding their opinion to have
services from civil service again based on their experienced. There are 52% of respondent
choose yes to have service from civil service again based on their experiences. While 24%
respondent choose in need and 28% choose maybe to have service from civil services again
based on their experienced.
7.0 CONCLUSION
7.1 CIVIL SERVANT

7.1.1 Organization Ethics Policy

From the finding, all of civil servants have their own written organization ethics policy in
their workplace. The policy can be used as guideline for them to implement ethics and
avoiding misbehavior while working and giving their service to customers/client.

7.1.2 Orders should be followed regardless if they appear unethical

Most of civil servants chose not to follow order from their leader or colleagues if they appear
unethical based on the analysis done. This is because unethical order is against law/policy
and should be reported to the authority one so that it can prevent from any threatened for
them in the workplace. Others who agreed to follow the unethical order is because they afraid
to lose their job.

7.1.3 Executives/leaders in civil servants’ organization lead by example

We also find out that majority of civil servants agreed that executives in their organization
lead by example. Executive/leader who is showing their respect, honesty and interest in every
individual in the team will give good impact the environment working. Besides that, the
leader who is demonstrating integrity and stay calm under pressure will influence their
subordinate to follow it rather than just tell them to practice it.

7.1.4 Favoritism among the leaders in organization

From the analysis done, we find out that half of civil servants state that the favoritism among
their leader is exist in the workplace. Favoritism can be shown when the leader give their
favourite subordinates desired duties, or more authority and status. Good points of their
favourite subordinates will be continually praised and their mistake rarely be blamed. But, if
the unfavourite co-workers, their good points just be ignored.

7.1.5 Greet customers/clients with smile and greetings

Majority of the civil servants are showing their interest to the customer with smile and
greetings. This is to ensure the customer comfortable to communicate with them. Besides
that, the customer will feel happy to have the civil servants services. This will give good
image of their professionalism to the public.

7.1.6 Ethical training is important for civil servant.

From the findings, ethical training is important in order to prevent corruption and to provide
good public service among civil servants. Majority of respondents know that significance of
ethical training for better services. Very few think that ethical training is not important and it
will not improve their level of ethics.

7.1.7 Integrity is crucial in order to develop ethical and professional behavior among
civil servants.

Most of respondents think that civil servants with integrity will not leak confidential
information of their organization or customer. For example, they should not expose
customers’ privacy on social media. They should not leakage any confidential information in
any form of methods.

7.1.8 Leaders should demonstrate traits of honesty, trustworthiness and integrity

towards their co-worker.

Leaders are a responsible person to be role model and should demonstrate their good traits
towards their co-workers. Most of respondents think leaders play important role to increase
the level of ethics and professionalism among civil servants in order to provide good services
for their customers.

7.1.9 Positive attitude of civil servant can ensure work efficiency and increase
productivity.
Majority of respondents think that work efficiency and productivity of civil servants can be
enhanced by implementing positive attitude while working. For example, be friendly towards
their co-workers and customers and being honest can improve level of ethics among civil
servants.

7.1.10 Civil servant who has high level of education and had been long in service is more
implementing work ethics and professionalism.
Most of respondents think that the level of ethics and professionalism are influenced by their
experiences in servicing customers and education background among civil servants. The one
who has higher level of education background and has more experience in their work field
area tend to be more ethical and professional.

7.1.11 The misused of organizations’ belonging for personal use among civil servant.
Most respondents’ feedback state that the misused of organizations’ belonging for personal
use among civil servant obviously happened in our society. For example, some of them use
company’s car for their personal reason and do online shopping using organization’s
computer.

7.1.12 Civil servants like their job serving for customers.

Most of respondents think that they like their job serving for customers. We can say that they
actually think that customers are their priority while working. They implementing the tagline
‘Customers always right’ and always try to solve any customers’ issue.

7.1.13 Civil servants always provide complete and accurate information for customers.
Level of ethics and professionalism among civil servant can be measured when they dealing
with customers. For example, they need to provide complete and accurate information for
customers. Most of respondents agree with this statement. Customers have rights to now
important information related to their affairs.

7.1.14 Ways to improve the quality of service delivery to public

Based on the research done, in order to improve the quality of service delivery to customer,
mostly said that they need to attend staff training. This is because, training will teach you
details on the ethics and professionalism at work. Others also mentioned civil servant should
accept criticism, have clear understanding of service quality, good cooperation with
colleagues and highly committed with work to improve their service delivery.

7.1.15 Punctuality during work

Based on the survey done, most of the civil servants state that they are punctual during work.
For instance, when the working hours start, they will start doing work or checking their email
to know what the new information from their colleagues or clients instead of taking breakfast
with friends at the cafe. Apart of that, majority of them also spent one hour or less than
during lunch break.
7.1.16 How frequently attending course or talk on leadership training

From the research, majority of the civil servants attending course or talk on leadership
training once a year. While minority said that they involved monthly or weekly on leadership
training. In order to improve their leadership performance during at work, they should attend
more than once a year so that they will obtain more experience and knowledge about it.

7.1.17 Corruption among civil servant in Malaysia nowadays

Regarding on corruption happened among civil servants in Malaysia nowadays, they gave
opinion that this case becomes more serious, worse and prevalence among civil servants.
They also said that some of the civil servants chose money comes first before ethics. Apart of
that, lack of government awareness and lack of faith among civil servant also giving
contribution of highness rate of this corruption cases,
7.2 PUBLIC

From all the finding that have been made, a conclusion is made to generalize and enhance the
understanding about the level of ethic and professionalism among civil servant.

7.2.1 Experienced using service from civil servant

Majority of respondents’ have experienced using services from civil servant before and only
few of them have not experienced using civil servant services. This may be related with their
age. Few of the respondents’ are student which mean they are still young and does not hold
any responsible yet because they are still under the care of parents.

7.2.2 Feeling during visit for the services

From the survey analysis, we can observe that half of respondents’ feel welcomed during
their visit for the services from civil servant. Which means when they visits for the services
the employee greeted them and smile to them. Meanwhile, other half of the respondents’ does
not feel welcomed during their visit, no greeted or smile for them.

7.2.3 Ethics and professionalism contribute to country development

Majority of respondent’s based on this survey think that ethics and professionalism among
civil servant will contribute to the country development. Ethics refers to human conduct as
to make judgments between what is right and what is wrong. Good Ethics is a
fundamental requirement of any profession. Maintaining good ethics is being consistent with
the principles of correct moral conduct constantly.

7.2.4 Effect of different race and religion

From this survey most of respondents’ object that different race and religion affect the service
from civil servant. There is no racism. Meanwhile few thinks that different race and religion
affect the service. It maybe they often deal with unprofessional civil servant.

7.2.5 Patient and committed

Based on the data, most respondents’ think that the civil servant very patient and committed
in giving services to them. Sometimes when dealing with civil servant, there are many
procedures and public are not clear with it. Civil servants need to be patient to make sure that
the process of public to get the services run smoothly.
7.2.6 Fulfill demands.

From the survey, we can find out that most of respondents’ agree that civil servants willing to
fulfill public demands. Great public services meet user needs. They are civil servant, they
should work for everyone. Frequently, the law demands it, but mainly, it’s just the right thing
to do.

7.2.7 Punctuality

Most of respondent’s agree that civil servants often follow their working hours. The typical
operation hour is from 8:00am to 5:00pm or 8:30am to 5:30pm. Most civil servant does not
have problem to obey their working hour.

7.2.8 Accurate information

Based on the data, most of respondent’s disagree that the staffs provided complete, accurate
information to them. Most of the staff patiently deal with the public, they are able to fulfill
public demands but the fail to provide complete and accurate information. They does not
explain in detail about the services public use.

7.2.9 Keep information private

Most of respondents’ agree that civil servants always keep public information private. There
will be significant negative consequences to individuals when public records containing
personally identifiable information are not keep in private and widely available on the
internet. For example identity theft, the crime of identity theft and other types of fraud will be
fueled by easy access to personal identifiers and other personal information via electronic
public records. Such information includes social security numbers, credit card and bank
account numbers, and details about investments.

7.2.10 Satisfies with the service

Most of respondents’ feel satisfy with the services given by the civil servants. They get a
great services where all their demand are fulfill on time. Some of the respondents’ does not
satisfy with the services that is because of unfriendly staff, services are slow and not efficient
and the staff does not fulfill their demands.

7.2.11 Skills, education, knowledge and experiences

Based on the statistics obtained, most of the respondents are strongly agree that civil servants
in Malaysia should improve their skills, education, basic knowledge and experience in the
public relation fields when playing major role in an organization. This is because to improve
employment policies.

7.2.12 Cheating

Most of the respondents disagree with statement that state cheating is synonymous with civil
servants in Malaysia. Cheating should not be practically used by civil servants because they
need to secure their integrity while doing their work done.

7.2.13 Lacks of authority

Based on findings, half of respondents state that they agree that civil servants involved in
unethical issue such as corruption. This may be due to their own opinion and observation
during having services from civil servants. Meanwhile, half of the respondents are disagree
with this statement because civil servants are people who being trained to work
professionally.

7.2.14 Complaints

The highest complaints based on finding is civil servants are not systematic and efficient.
Besides that, late to full fill public demands also a part of complaints that brought up by the
respondents. These complaints need to be overcome in order for civil servants to improve the
services towards their customer.

7.2.15 Worse experienced

Based on finding, the highest government’s service that give worse experience towards
customer is police station. This may due to a lot of reports that need to be settled by the
police officer. Therefore, their stress level and unstable emotions may have give impact
towards their action while servicing their customers. Besides that, according to the
respondents, hospital also offers worse service experience as they do not really servicing their
customer accordingly when there are too much patients.

7.2.16 Knowledge about ethical and professionalism

Most of the respondents choose social interaction as the medium to know about ethical and
professional. These social interaction includes discussion and giving opinions with other.
Meanwhile, there are also some of the state that they know about ethical and professionalism
from media. As we know, media plays big role in modern lifestyle. Therefore, to get
information just at their fingertip. This media include electronic and papers.

7.2.17 Standard of proficiency

Based on findings, most of the respondents chose that standard of proficiency civil services
in Malaysia still in moderate. This means that civil servants ethics and professionalism still
are not in a high level. Besides that, it is considered as a good rate because based on this
rating it seems that their services are not too bad or too good.

7.2.18 Frequency dealing with civil servant

Most of the respondents choose that they have civil servant services monthly. This shows that
they civil servant services are needed for them such as hospital, police station and Majlis
Perbandaran.

7.2.19 Experienced bad situations

There are several bad situation experienced by the the respondents when dealing with civil
servant such as unfriendly staff, poor services and some of them had no bad experienced
when dealing with civil servants. The most bad situation is unfriendly staff. Some of the civil
servants do not treat their customer well. Meanwhile, half of them state that they had no bad
experienced dealing with civil servants.

7.20 Willingness to use civil service

Most of the respondents state that they still want to have services from civil servant because
the cost is affordable. Meanwhile some of them think that they maybe want to have services
from civil servants because they still have other choices. The least is respondents that state
they just want to have services from civil servants because they are just in need.

8.0 RECCOMENDATION

a) Understand what civil service

Some of the public often use civil service without knowing about this organization. The civil
service is independent of government and composed mainly of career hired on professional
merit rather than appointed or elected, whose institutional tenure typically survives transitions
of political leadership. A civil servant or public servant is a person employed in the public
sector employed for a government department or agency.
b) Understanding about ethic and professionalism in the workplace

Ethics is important as moral principles that govern a person’s behavior or the conducting of
an activity. Basically, ethics is centering on right and wrong practice and how it was
conducted and will be judged as good or bad. Professionalism has to do with the way a
person conducts himself or herself in the workplace. An individual who shows consideration
and respect for others demonstrates a commitment to professionalism. Likewise, a person
who keeps his or her word, demonstrates loyalty, and exceeds expectations is demonstrating
professionalism. So civil servant should apply the value of ethics and professionalism in work
place.

c) No racism when dealing with customer.

There should not have any racism issue between civil servant and public. Civil servants
should dealing with public fairly regardless of race and religion in order to avoid racism
issue.

d) How civil servant should treat public

Public sector organization plays an important role on behalf of public who are the user of the
public services. They should treats public nicely such as greeted and smile to them when they
visit to use the service. Be patient and friendly towards the public and provide the complete
and accurate information to them. Civil servants also should always keep public information
private to avoid negative consequences such as identity theft.

e) Working hour for civil servant.

Civil servants should obey their working hour in order to conduct service for public
smoothly. All government offices are opened 5-days a week. In all states except the states of
Kedah, Kelantan and Terengganu, offices are opened from Mondays to Fridays. Saturdays
and Sundays are considered weekends and hence the offices are closed during these days. The
offices are also closed during the national public holidays and special state holidays. The
typical operation hours of the offices are from 8:00am to 5:00pm or 8:30am to 5:30pm. Only
8 hours of work during weekdays and off during weekends the civil servant should do their
best to provide the great service to the public.
9.0 REFERENCES
1. Aspalaila A and Fatimah W.H, (2016). The influence of work ethic and
counterproductive work
2. Behavior of civil servants. Journal of Technology Management and Business. 3(1), 1-14.
3. Nur Fikhriah T, Sri Wahyu S.AS and The S.T. (2015). Revisited Notes on The
Professional Ethics In Malaysia Public Sector. International Conference on Management.
4. Mohamad Hafiz R. M. Azizal, Frawahida M, Jamaliah S, (2015) .Integrity Systems in
Malaysian
5. Public Sector: An empirical Finding. Procedia Economics and Finance.28, 260-265.
6. Wilcox, D., & Cameron, G. T. (2009). Public relations strategies and tactics (9th edn.).
Boston: Pearson.
7. M. Jae Moon & Changho Hwang (2013).The State of Civil Service Systems in the Asia-
Pacific Region: A Comparative Perspective.

8. Mohammed F. A. & Syed A. I. (2016). Professional Values, Ethics and Professionalism

Of Public Relations Practitioners. Malaysian Journal of Communication. 32(1) 2016:287-
311.

9. Nursia Y. (2016).Determinants of Ethical Behavour among Public Sector Auditors in

Malaysia.

10. https://www.nst.com.my/opinion/letters/2017/12/310786/importance-ethics-civil-service

11. http://www.upm.edu.my/berita/integrity_culture_of_civil_servants-20095?L=en

12. http://www.unpan.org/PublicAdministrationNews/tabid/115/mctl/ArticleView/ModuleID/
1467/articleId/23064/Default.aspx
 PART A: CIVIL SERVANT
QUESTIONNAIRE

Students from Universiti Teknologi MARA (UiTM) Shah Alam would like to conduct a
survey on the practice of ethic and professionalism during working among the public
sector and civil servants at Hospital Seksyen 7, Shah Alam.Different information was
heard regarding work ethics and professionalism among public sectors and civil servant.
The purpose of this questionnaire is to find out the reality of their work ethics and
professionalism. It will determine the level of ethic and professionalism among them. The
data will be kept confidential.

Gender: Male Female

Age: 18-25 26-31 32-40 41-55 56 and above

Education Background: SPM Undergraduate Postgraduate

1) Does your organization have a written ethics policy? Yes No

2) Do you follow orders regardless if they appear unethical? Yes No
3) Do the executives in your organization lead by example? Yes No
4) Are the leaders in your organization honest? Yes No
5) Do the leaders in your organization employ favoritism? Yes No
6) Do you often greet customers/clients with smile and greetings? Yes No

Please indicate the level of agreement with each statement by ticking (√) the appropriate column.

Strongly Agree Disagree Strongly

Agree Disagree

7 Ethical training is important for civil

servant to
prevent corruption and to provide good
public service
8 Civil servant can be professional without
integrity or without ethics
9 Leakage of confidential information is
caused by lack of integrity.

10 Civil servant should use social and

electronic media as a medium to expose
their customers’ privacy.
11 Leader should demonstrate traits of
honesty, trustworthiness and integrity
towards their co-worker.
12 Positive attitude of civil servant can
ensure their work more efficient and
increased productivity.
13 Civil servant who has high level of
education and had been long in service is
more implementing work ethics and
professionalism.

14 The misused of organizations’ belonging

for personal use among civil servant
obviously happened in our society.
15 I like my job serving for customers.

16 I always provide complete and accurate

information for customers/clients.
17) In order to improve the quality of service delivery to public, civil servants must
(would you rank 1-most preferred, 5-least preferred)

Attend staff training

Have clear understanding of service

quality Good cooperation with colleagues

Highly committed with their

work Accept criticism

18) How much do you spend time for lunch break?

Less than one hour
1 hour
More than one hour

19) How many times do you spend in attending course or talk on leadership training.
Weekly
Monthly
Once a year

20) What is the first thing you do when your working hours start?
Taking breakfast with my colleagues at café
Start doing work
Checking my emails

21) What are the greatest problems of personal and professional conduct as you see today?

22) What do you think about corruption happening among civil servant in Malaysia nowadays?
Part B: Public

QUESTIONNAIRE

Students from Universiti Teknologi MARA (UiTM) Shah Alam would like to conduct a survey
on the practice of ethic and professionalism during working among the public sector and civil
servants at Hospital Seksyen 7, Shah Alam. Different information was heard regarding work
ethics and professionalism among public sectors and civil servant. The purpose of this
questionnaire is to find out the reality of their work ethics and professionalism. It will
determine the level of ethic and professionalism among them.

The data will be kept confidential.

Please provide your detail by ticking (√) in the appropriate box.

Gender: Male Female

Occupation: Public Sector Private Sector

Student Others

Age: 18-25 26-31 32-40 41-55 56 and above

Education Background: ____ SPM _ Undergraduate Postgraduate

Please indicate your statement by ticking (√) the appropriate space provided.

1) Have you ever used services from civil servant? Yes No

2) Do you feel welcomed during your visit? Yes No

(eg: greeted, smile)

3) Do you think that ethics and professionalism among

civil servants will contribute to the country development? Yes No

4) Do you think differencet race and religion affect Yes No

the service from civil servant?

5) Is the civil servant very patient and Yes No

committed in giving services to you?
Please indicate the level of agreement with each statement by ticking (√) the appropriate
column.

Strongly Agree Disagree Strongly

Agree Disagree

6 Civil servants willing to fulfil your demands.

7 Civil servants follow their working hours.

(eg: Punctual)
8 The staffs provided complete, accurate information
to you.
9 The civil servant always keep your information
private.

10 You feel satisfied with the services given by the

civil servants.

11 Civil servants in Malaysia should improve their

skills, education, basic knowledge and experience in
the public relation fields when playing major role in
an organization.
12 Cheating is synonymous with civil servant in
Malaysia (ex: cheating on medical certificates)

13 Civil servants involved in unethical issue (eg:

corruption) due to lack of authority from
government policies.
 For the question below, you may tick (√) as many boxes as you think appropriate.

14. Why there are many complaints about the capability of the civil service management?

Not systematic and efficient

Unfriendly service

Late to fulfill public demands

Not professional

Others, please specify

15. Which part of government’s service that give you worse experience in your whole life.
Hospital
Police station
Majlis Perbandaran/ Daerah
School/ university
Others, please specify

16. How do you know about ethical and professionalism?

Social interaction

Media

Talk

Books

Others, please specify

17. How would you rate the standard of proficiency civil services in Malaysia:
Very low
Low
Moderate
High
Very high
18. How frequent you deal with civil servants?

Everyday

Every week

Every month

Others

19. Explain if you have experienced any bad situations when dealing with civil servant.

20. Based on your experience, would you like to have services from civil servant again? Why?