Customer Satisfaction On Municipal Services: A Case Study Of Sungai Petani
| dc.contributor.author | Zakaria, Zaherawati | |
| dc.date.accessioned | 2017-10-13T08:06:10Z | |
| dc.date.available | 2017-10-13T08:06:10Z | |
| dc.date.issued | 2013-10 | |
| dc.description.abstract | Ministry of Housing and Local Government has introduced the Key Performance Indicators (KPIs) to as enhance the delivery of public services to customers and stakeholders. Based on the results of the pilot projects under KPIs, an administration circular was issued in May 2005 to provide guidelines on the implementation of KPIs as to measure the efficiency and effectiveness of customer satisfaction. In particular, the Public Complaints Bureau stepped up efforts to promptly deal with complaints received from the public. On average, 50 per cent of complaints received were on the failure or delays in attending or responding to the needs of customers effectively. However, despite these efforts, past studies on customer satisfaction in Malaysia highlight low awareness from the public in municipal services. The previous studies mainly address the lack of efforts and initiatives of the authorities in organizing effective participation programs in waste management, cleanliness, drainage and culverts affairs. However, the scenario of low turns up among customers in local activities raise the question whether the authorities are alone blamed for these problems? If the government provide adequate platform and opportunities for the public, will that encourage to higher respond from their localities? By using the mixed-methods approach, this study attempts to examine the factors that influence the community in Sungai Petani and this may help to explain the tendencies to satisfy on municipal services. It is strongly felt that close relationship among the community leaders and associations and positive feeling among neighbourhood do have influence in making people to be more satisfied towards municipal services. The extent of satisfaction level in municipal services, both from internal customers and external customers attempt to establish association between customer satisfaction and social characteristics which categorized by factors of such as awareness and satisfaction, feedback towards complaint, information channel, participation and expectation as well as perception as resident and customer of Sungai Petani. Apart of analyzing these factors, this study explains the issues that arise when people get involved in the issue of the transparency of the whole customer satisfaction process, the quality of municipal services programs and authorities interest are being put forward by the residents. Based on the findings in this study, it is thought that in order to make customer satisfaction increase on municipal services, future strategies need to be done by focussing on making customer satisfaction exercise more satisfactory and people more satisfy and participative. | en_US |
| dc.identifier.uri | http://hdl.handle.net/123456789/4914 | |
| dc.language.iso | en | en_US |
| dc.publisher | Universiti Sains Malaysia | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.subject | On Municipal Services | en_US |
| dc.title | Customer Satisfaction On Municipal Services: A Case Study Of Sungai Petani | en_US |
| dc.type | Thesis | en_US |
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