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The Customer Satisfaction Status towards Core Governmental Services in Malaysia

Author

Listed:
  • Mahiswaran Selvanathan
  • Sugumaran Selladurai
  • Sarjit Gill
  • Puvaneswaran Kunasekaran
  • Pei Jun Tan

Abstract

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.

Suggested Citation

  • Mahiswaran Selvanathan & Sugumaran Selladurai & Sarjit Gill & Puvaneswaran Kunasekaran & Pei Jun Tan, 2016. "The Customer Satisfaction Status towards Core Governmental Services in Malaysia," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(5), pages 211-211, April.
    • Handle: RePEc:ibn:ijbmjn:v:11:y:2016:i:5:p:211
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    References listed on IDEAS

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    1. Olgun Kitapci & Ibrahim Taylan Dortyol & Zührem Yaman & Mustafa Gulmez, 2013. "The paths from service quality dimensions to customer loyalty," Management Research Review, Emerald Group Publishing Limited, vol. 36(3), pages 239-255, March.
    2. Mihaiu, Diana Marieta & Opreana, Alin & Cristescu, Marian Pompiliu, 2010. "Efficiency, Effectiveness and Performance of the Public Sector," Journal for Economic Forecasting, Institute for Economic Forecasting, vol. 0(4), pages 132-147, December.
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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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