The effectiveness of the Malaysian public sector service delivery system: an analysis / Roshidi Hassan

Hassan, Roshidi (2010) The effectiveness of the Malaysian public sector service delivery system: an analysis / Roshidi Hassan. Journal of Administrative Science, 7 (2). pp. 1-16. ISSN 1675-1302


The Malaysian public sector has contributed a lot in transforming the country’s low-value added agriculture-based economy 50 years ago into what it is today as acknowledged by many. A shining example of a success story in economic transformation, Malaysia is a country that has sought and achieved economic development while maintaining its traditional culture and values, and it has judiciously adapted the civil service to support its national objectives. In the transformation process, numerous performance enhancement initiatives were undertaken by the public sector in its effort to adapt to the changing internal and external environment. Despite such efforts undertaken, grouses and complaints from unsatisfied stakeholders and customers are often heard. This paper highlights the concepts of customer satisfaction, the role of organizational stakeholders and organizational performance. It also examines from an internal systems approach why performance enhancement initiatives introduced in public sector organizations in Malaysia fall short of producing the desired results as perceived and expected by the stakeholders. Recommended strategies and action plan to remedy the situation are also included for considerations by interested parties.


Item Type: Article
Email / ID Num.
Hassan, Roshidi
Subjects: H Social Sciences > H Social Sciences (General) > Panel analysis
H Social Sciences > H Social Sciences (General) > Research
Divisions: Universiti Teknologi MARA, Shah Alam > Faculty of Administrative Science and Policy Studies
Journal or Publication Title: Journal of Administrative Science
UiTM Journal Collections: UiTM Journal > Journal of Administrative Science (JAS)
ISSN: 1675-1302
Volume: 7
Number: 2
Page Range: pp. 1-16
Keywords: effectiveness of public sector; service delivery system; stakeholders
Date: December 2010
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