The impact of collection and dissemination of information towards public complaint on municipal services
The Ministry of Housing and Local Government (MHLG) has introduced the Key Performance Indicators (KPIs) to as enhance the delivery of public services to customers due to 50 per cent of complaints received were on the failure or delays in attending or responding to the needs of customers.By using...
| Main Authors: | , , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
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2016
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| Online Access: | https://repo.uum.edu.my/id/eprint/20026/1/KMICe2016%2044%2048.pdf |
| _version_ | 1825804293322571776 |
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| author | Zakaria, Zaherawati Ngah, Kamarudin Noordin, Nazni Mohamed Sawal, Mohd Zool Hilmie |
| author_facet | Zakaria, Zaherawati Ngah, Kamarudin Noordin, Nazni Mohamed Sawal, Mohd Zool Hilmie |
| author_sort | Zakaria, Zaherawati |
| collection | UUM |
| description | The Ministry of Housing and Local Government (MHLG) has introduced the Key Performance Indicators (KPIs) to as enhance the delivery of public services to customers due to 50 per cent of complaints received were on the failure or
delays in attending or responding to the needs of
customers.By using quantitative method, this study
attempts to examine the extent of collection and
dissemination of information towards public complaints on municipal services.The finding shows the strong association between customer satisfaction and social characteristics of feedback towards complaint and information channel in Majlis Perbandaran Sungai Petani,
Kedah (MPSPK).Based on the findings, in order to make customer satisfaction increase on municipal services, future strategies need to be done by focussing on the way of collection and dissemination of information among households. |
| first_indexed | 2024-07-04T06:12:12Z |
| format | Conference or Workshop Item |
| id | uum-20026 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:12:12Z |
| publishDate | 2016 |
| record_format | eprints |
| spelling | uum-200262016-11-24T01:31:59Z https://repo.uum.edu.my/id/eprint/20026/ The impact of collection and dissemination of information towards public complaint on municipal services Zakaria, Zaherawati Ngah, Kamarudin Noordin, Nazni Mohamed Sawal, Mohd Zool Hilmie JS Local government Municipal government The Ministry of Housing and Local Government (MHLG) has introduced the Key Performance Indicators (KPIs) to as enhance the delivery of public services to customers due to 50 per cent of complaints received were on the failure or delays in attending or responding to the needs of customers.By using quantitative method, this study attempts to examine the extent of collection and dissemination of information towards public complaints on municipal services.The finding shows the strong association between customer satisfaction and social characteristics of feedback towards complaint and information channel in Majlis Perbandaran Sungai Petani, Kedah (MPSPK).Based on the findings, in order to make customer satisfaction increase on municipal services, future strategies need to be done by focussing on the way of collection and dissemination of information among households. 2016-08-29 Conference or Workshop Item PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/20026/1/KMICe2016%2044%2048.pdf Zakaria, Zaherawati and Ngah, Kamarudin and Noordin, Nazni and Mohamed Sawal, Mohd Zool Hilmie (2016) The impact of collection and dissemination of information towards public complaint on municipal services. In: Knowledge Management International Conference (KMICe) 2016, 29 – 30 August 2016, Chiang Mai, Thailand. http://www.kmice.cms.net.my/kmice2016/files/KMICe2016_eproceeding.pdf |
| spellingShingle | JS Local government Municipal government Zakaria, Zaherawati Ngah, Kamarudin Noordin, Nazni Mohamed Sawal, Mohd Zool Hilmie The impact of collection and dissemination of information towards public complaint on municipal services |
| title | The impact of collection and dissemination of information towards public complaint on municipal services |
| title_full | The impact of collection and dissemination of information towards public complaint on municipal services |
| title_fullStr | The impact of collection and dissemination of information towards public complaint on municipal services |
| title_full_unstemmed | The impact of collection and dissemination of information towards public complaint on municipal services |
| title_short | The impact of collection and dissemination of information towards public complaint on municipal services |
| title_sort | impact of collection and dissemination of information towards public complaint on municipal services |
| topic | JS Local government Municipal government |
| url | https://repo.uum.edu.my/id/eprint/20026/1/KMICe2016%2044%2048.pdf |
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