Mustaffa, Jamaludin and Ngah, Kamarudin and Zakaria, Zaherawati and Nordin, Nazni and Mohamed Sawal, Mohd Zool Hilmie (2014) Satisfaction on municipal services: A voice of MPSPK's residents. In: International Conference on Governance (ICG2014), 13-15 February 2014, Hotel Sri Pan Pacific, Jakarta Indonesia. (Unpublished)

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Abstract

In Malaysia, there has been growing media attention and discussion on cases of poor service quality given by public sector including local government agencies.The agencies involved have been pushed to improve the quality of public service delivery. Realizing that some actions has taken place in responding to the public complaint, thus, this study is done to determine to what extent residents of Majlis Perbandaran Sungai Petani (MPSPK) satisfy with municipal services, such as, waste management, cleanliness, culverts and drainage in Sungai Petani. The findings in this study ore derived from quantitative method and shows that households has a positive association with municipal services offered by the council. The results prove that the respondents were proud to be a Sungai Petani's citizen. The findings also indicated that, overall, the households were satisfied with services offered even though got some department that create dissatisfaction to them. For the policy recommendations, the genuine service improvement is sought.In future research, the engagement between all parties should be concerned on local government, private and voluntary sectors, service providers and private citizens in enhancing the levels of customer's satisfaction.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	Organized by: Accounting Department Faculty of Economics Trisakti University
Uncontrolled Keywords:	Customer, Satisfaction, Local Government, Municipal Services, Service Quality
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Applied Psychology, Social Work & Policy
Depositing User:	Prof. Dr. Jamaludin Mustaffa
Date Deposited:	22 Jul 2014 02:23
Last Modified:	23 May 2016 07:16
URI:	https://repo.uum.edu.my/id/eprint/11654

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