The customer satisfaction status towards core governmental services in Malaysia
This present study examines the level of customer satisfaction of three government agencies Royal Malaysian Police (RMP), National Registration Department (NRD), and the Public Works Department (PWD) in Malaysia. Studies on these three government agencies were conducted in Selangor, Johor, Perak, an...
| Main Authors: | , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Canadian Center of Science and Education
2016
|
| Online Access: | http://psasir.upm.edu.my/id/eprint/52961/1/The%20customer%20satisfaction%20status%20towards%20core%20governmental%20services%20in%20Malaysia.pdf |
| _version_ | 1825930783067471872 |
|---|---|
| author | Selvanathan, Mahiswaran Selladurai, Sugumaran Gill, Sarjit S. Kunasekaran, Puvaneswaran Pei, Jun Tan |
| author_facet | Selvanathan, Mahiswaran Selladurai, Sugumaran Gill, Sarjit S. Kunasekaran, Puvaneswaran Pei, Jun Tan |
| author_sort | Selvanathan, Mahiswaran |
| collection | UPM |
| description | This present study examines the level of customer satisfaction of three government agencies Royal Malaysian Police (RMP), National Registration Department (NRD), and the Public Works Department (PWD) in Malaysia. Studies on these three government agencies were conducted in Selangor, Johor, Perak, and Pulau Pinang since these agencies in these states received the highest complaint from consumers. A total of 270 employees and 627 customers from these three agencies of the four states were the respondents of the present study. Results showed customers are not satisfied with the services given by the government agencies (RMP, NRD, and PWD). Therefore, efforts to improve employee’s attitudes, and more reforms in the areas of work should be continued by the Government of Malaysia in government agencies in order to maintain the excellent work. |
| first_indexed | 2024-03-06T09:16:48Z |
| format | Article |
| id | upm.eprints-52961 |
| institution | Universiti Putra Malaysia |
| language | English |
| last_indexed | 2024-03-06T09:16:48Z |
| publishDate | 2016 |
| publisher | Canadian Center of Science and Education |
| record_format | dspace |
| spelling | upm.eprints-529612018-04-30T13:44:18Z http://psasir.upm.edu.my/id/eprint/52961/ The customer satisfaction status towards core governmental services in Malaysia Selvanathan, Mahiswaran Selladurai, Sugumaran Gill, Sarjit S. Kunasekaran, Puvaneswaran Pei, Jun Tan This present study examines the level of customer satisfaction of three government agencies Royal Malaysian Police (RMP), National Registration Department (NRD), and the Public Works Department (PWD) in Malaysia. Studies on these three government agencies were conducted in Selangor, Johor, Perak, and Pulau Pinang since these agencies in these states received the highest complaint from consumers. A total of 270 employees and 627 customers from these three agencies of the four states were the respondents of the present study. Results showed customers are not satisfied with the services given by the government agencies (RMP, NRD, and PWD). Therefore, efforts to improve employee’s attitudes, and more reforms in the areas of work should be continued by the Government of Malaysia in government agencies in order to maintain the excellent work. Canadian Center of Science and Education 2016 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/52961/1/The%20customer%20satisfaction%20status%20towards%20core%20governmental%20services%20in%20Malaysia.pdf Selvanathan, Mahiswaran and Selladurai, Sugumaran and Gill, Sarjit S. and Kunasekaran, Puvaneswaran and Pei, Jun Tan (2016) The customer satisfaction status towards core governmental services in Malaysia. International Journal of Business and Management, 11 (5). pp. 211-218. ISSN 1833-3850; ESSN: 1833-8119 10.5539/ijbm.v11n5p211 |
| spellingShingle | Selvanathan, Mahiswaran Selladurai, Sugumaran Gill, Sarjit S. Kunasekaran, Puvaneswaran Pei, Jun Tan The customer satisfaction status towards core governmental services in Malaysia |
| title | The customer satisfaction status towards core governmental services in Malaysia |
| title_full | The customer satisfaction status towards core governmental services in Malaysia |
| title_fullStr | The customer satisfaction status towards core governmental services in Malaysia |
| title_full_unstemmed | The customer satisfaction status towards core governmental services in Malaysia |
| title_short | The customer satisfaction status towards core governmental services in Malaysia |
| title_sort | customer satisfaction status towards core governmental services in malaysia |
| url | http://psasir.upm.edu.my/id/eprint/52961/1/The%20customer%20satisfaction%20status%20towards%20core%20governmental%20services%20in%20Malaysia.pdf |
| work_keys_str_mv | AT selvanathanmahiswaran thecustomersatisfactionstatustowardscoregovernmentalservicesinmalaysia AT selladuraisugumaran thecustomersatisfactionstatustowardscoregovernmentalservicesinmalaysia AT gillsarjits thecustomersatisfactionstatustowardscoregovernmentalservicesinmalaysia AT kunasekaranpuvaneswaran thecustomersatisfactionstatustowardscoregovernmentalservicesinmalaysia AT peijuntan thecustomersatisfactionstatustowardscoregovernmentalservicesinmalaysia AT selvanathanmahiswaran customersatisfactionstatustowardscoregovernmentalservicesinmalaysia AT selladuraisugumaran customersatisfactionstatustowardscoregovernmentalservicesinmalaysia AT gillsarjits customersatisfactionstatustowardscoregovernmentalservicesinmalaysia AT kunasekaranpuvaneswaran customersatisfactionstatustowardscoregovernmentalservicesinmalaysia AT peijuntan customersatisfactionstatustowardscoregovernmentalservicesinmalaysia |