Public Complaints on Municipal Services: A Perspectives from Internal and External Customers
The previous studies mainly address the lack of efforts and initiatives of the authorities in organizing effective participation programs in waste management, cleanliness, drainage and culverts affairs.The Public Complaints Bureau stepped up efforts to promptly deal with complaints received from the...
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Published: |
American Scientific Publishers
2017
|
| Subjects: |
| _version_ | 1825805068706775040 |
|---|---|
| author | Zakaria, Zaherawati Ngah, Kamarudin Noordin, Nazni Aminuddin, Adnan |
| author_facet | Zakaria, Zaherawati Ngah, Kamarudin Noordin, Nazni Aminuddin, Adnan |
| author_sort | Zakaria, Zaherawati |
| collection | UUM |
| description | The previous studies mainly address the lack of efforts and initiatives of the authorities in organizing effective participation programs in waste management, cleanliness, drainage and culverts affairs.The Public Complaints Bureau stepped up efforts to promptly deal with complaints received from the public.On average, 50 percent of complaints received were on the failure or delays in attending or responding to the needs of customers effectively.By using the quantitative and qualitative methods approach, this study attempts to examine the satisfaction of public complaints process that influences the community in Sungai Petani.The extent of satisfaction level in municipal services, both from internal customers and external customers attempt to establish association between customer satisfaction and social characteristics such as feedback towards complaint and information channel as resident and customer.Based on the findings, in order to make customer satisfaction on municipal services, future strategies need to be done in order to more satisfactory by the focus groups. |
| first_indexed | 2024-07-04T06:25:51Z |
| format | Article |
| id | uum-24216 |
| institution | Universiti Utara Malaysia |
| last_indexed | 2024-07-04T06:25:51Z |
| publishDate | 2017 |
| publisher | American Scientific Publishers |
| record_format | eprints |
| spelling | uum-242162018-06-04T01:30:33Z https://repo.uum.edu.my/id/eprint/24216/ Public Complaints on Municipal Services: A Perspectives from Internal and External Customers Zakaria, Zaherawati Ngah, Kamarudin Noordin, Nazni Aminuddin, Adnan HD28 Management. Industrial Management The previous studies mainly address the lack of efforts and initiatives of the authorities in organizing effective participation programs in waste management, cleanliness, drainage and culverts affairs.The Public Complaints Bureau stepped up efforts to promptly deal with complaints received from the public.On average, 50 percent of complaints received were on the failure or delays in attending or responding to the needs of customers effectively.By using the quantitative and qualitative methods approach, this study attempts to examine the satisfaction of public complaints process that influences the community in Sungai Petani.The extent of satisfaction level in municipal services, both from internal customers and external customers attempt to establish association between customer satisfaction and social characteristics such as feedback towards complaint and information channel as resident and customer.Based on the findings, in order to make customer satisfaction on municipal services, future strategies need to be done in order to more satisfactory by the focus groups. American Scientific Publishers 2017 Article PeerReviewed Zakaria, Zaherawati and Ngah, Kamarudin and Noordin, Nazni and Aminuddin, Adnan (2017) Public Complaints on Municipal Services: A Perspectives from Internal and External Customers. Advanced Science Letters, 23 (8). pp. 7464-7467. ISSN 1936-6612 http://doi.org/10.1166/asl.2017.9499 doi:10.1166/asl.2017.9499 doi:10.1166/asl.2017.9499 |
| spellingShingle | HD28 Management. Industrial Management Zakaria, Zaherawati Ngah, Kamarudin Noordin, Nazni Aminuddin, Adnan Public Complaints on Municipal Services: A Perspectives from Internal and External Customers |
| title | Public Complaints on Municipal Services: A Perspectives from Internal and External Customers |
| title_full | Public Complaints on Municipal Services: A Perspectives from Internal and External Customers |
| title_fullStr | Public Complaints on Municipal Services: A Perspectives from Internal and External Customers |
| title_full_unstemmed | Public Complaints on Municipal Services: A Perspectives from Internal and External Customers |
| title_short | Public Complaints on Municipal Services: A Perspectives from Internal and External Customers |
| title_sort | public complaints on municipal services a perspectives from internal and external customers |
| topic | HD28 Management. Industrial Management |
| work_keys_str_mv | AT zakariazaherawati publiccomplaintsonmunicipalservicesaperspectivesfrominternalandexternalcustomers AT ngahkamarudin publiccomplaintsonmunicipalservicesaperspectivesfrominternalandexternalcustomers AT noordinnazni publiccomplaintsonmunicipalservicesaperspectivesfrominternalandexternalcustomers AT aminuddinadnan publiccomplaintsonmunicipalservicesaperspectivesfrominternalandexternalcustomers |