Evaluating the user satisfaction of using Electronic Pihak Berkuasa Tempatan (EPBT) system among Dewan Bandaraya Kuala Lumpur (DBKL) staff / Muhammad Redzuan Rosli

Many local authorities are customized and enhance their ePBT (Electronic Pihak Berkuasa Tempatan) system due to the specific requirements which are not featured by on-the shelf products. Similarly, Dewan Bandaraya Kuala Lumpur (DBKL) also has its own system to manage the daily works. This research is conducted with the aim to evaluate the satisfaction level of using ePBT (Electronic Pihak Berkuasa Tempatan) system amongst Dewan Bandaraya Kuala Lumpur staffs. This study is also important for researchers to look in-depth the factors that will affect and influence customer satisfaction in the the ePBT (Electronic Pihak Berkuasa Tempatan) system among the DBKL's staff and knowing the different factors that meet customer satisfaction. This study reports are using Servqual model that developed by Parasuraman, Zeithaml and Berry. The model is selected to measure those components and dimensions of user satisfaction. Adopting from the existing literature a set of variables of satisfaction and using a self-administered questionnaire survey to collect data. Descriptive analysis, factor analysis, reliability analysis, correlation analysis, and multiple regression analysis were performed for analyze the data. Also data collections were analyzed with Statistical Package for Social Sciences (SPSS).