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The impact of collection and dissemination of information towards public complaint on municipal services


Zakaria, Zaherawati and Ngah, Kamarudin and Noordin, Nazni and Mohamed Sawal, Mohd Zool Hilmie (2016) The impact of collection and dissemination of information towards public complaint on municipal services. In: Knowledge Management International Conference (KMICe) 2016, 29 – 30 August 2016, Chiang Mai, Thailand.

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Abstract

The Ministry of Housing and Local Government (MHLG) has introduced the Key Performance Indicators (KPIs) to as enhance the delivery of public services to customers due to 50 per cent of complaints received were on the failure or delays in attending or responding to the needs of customers.By using quantitative method, this study attempts to examine the extent of collection and dissemination of information towards public complaints on municipal services.The finding shows the strong association between customer satisfaction and social characteristics of feedback towards complaint and information channel in Majlis Perbandaran Sungai Petani, Kedah (MPSPK).Based on the findings, in order to make customer satisfaction increase on municipal services, future strategies need to be done by focussing on the way of collection and dissemination of information among households.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN: 978-967-0910-19-2
Uncontrolled Keywords: Information, Complaint, Knowledge, Customer Satisfaction, Municipal Services.
Subjects: J Political Science > JS Local government Municipal government
Divisions: School of Government
Depositing User: Prof. Dr. Kamarudin Ngah
Date Deposited: 24 Nov 2016 01:31
Last Modified: 24 Nov 2016 01:31
URI: http://repo.uum.edu.my/id/eprint/20026

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