Survey on the satisfaction of municipal services / Zaherawati Zakaria

Zakaria, Zaherawati (2016) Survey on the satisfaction of municipal services / Zaherawati Zakaria. Voice of Academia (VOA), 9 (1). pp. 30-39. ISSN 2682-7840

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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 tries 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 are
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: Article
Email / ID Num.
Zakaria, Zaherawati
Subjects: H Social Sciences > HD Industries. Land use. Labor > Industry > Industrial policy. The state and industrial organization > Municipal services. Municipal public works
Divisions: Universiti Teknologi MARA, Kedah > Sg Petani Campus > Research Management Institute (RMI), UiTM Cawangan Kedah
Journal or Publication Title: Voice of Academia (VOA)
UiTM Journal Collections: UiTM Journal > Voice of Academia (VOA)
ISSN: 2682-7840
Volume: 9
Number: 1
Page Range: pp. 30-39
Keywords: Customer; Satisfaction; Local Government; Municipal Services; Service Quality.
Date: 2016
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