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Customer satisfaction on local affairs among community leaders and resident associations in Sungai Petani local authority


Ngah, Kamarudin and Mustaffa, Jamaludin and Zakaria, Zaherawati and Noordin, Nazni and Mohamed Sawal, Mohd Zool Hilmie (2014) Customer satisfaction on local affairs among community leaders and resident associations in Sungai Petani local authority. In: International Conference on Governance (ICG2014), 13-15 February 2014, Hotel Sri Pan Pacific, Jakarta, Indonesia.

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Abstract

In Malaysia, there has been growing media attention on cases of dissatisfaction by public towards public sector, especially at the local government level.This phenomenon has pushed public agencies to improve the quality of public service delivery and increase the process of governance in local affairs.Thus, this study was presents to determine to what extent public satisfy and participates in municipal services.Community leaders and resident associations were selected as respondents in this study and it focus on waste management, cleanliness, culverts and drainage in Sungai Petani, The findings in this study are derived from qualitative method and show that the respondents has a positive association with municipal services offered by the council and shows that the good governance were practiced by municipal.For the policy recommendations, the genuine service improvement is sought alongside perceived satisfaction something more is required to improve in local affairs.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 and greater good governance will be achieved by the council.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN : 978-979-3634-24-1
Uncontrolled Keywords: Customer, Satisfaction, Local Government, Municipal Services, Service Quality, Governance.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
J Political Science > JS Local government Municipal government
Divisions: College of Law, Government and International Studies
Depositing User: Prof. Dr. Kamarudin Ngah
Date Deposited: 31 Jan 2016 03:29
Last Modified: 31 Jan 2016 03:29
URI: http://repo.uum.edu.my/id/eprint/17026

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