The mediating effect of perceived value between service delivery and citizens’ satisfaction on urban transformation centre (UTC) in Malaysia / Ummi Farhani Firdaus

This study addresses the limited research on the mediating role of perceived value in the context of Urban Transformation Centres (UTCs) in Malaysia. Focused on factors influencing service delivery and citizens' satisfaction, the research examines the relationship between service delivery facto...

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Main Author:	Firdaus, Ummi Farhani
Format:	Thesis
Language:	English
Published:	2024
Subjects:	Malaysia
Online Access:	https://ir.uitm.edu.my/id/eprint/107259/1/107259.pdf
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id	my-uitm-ir.107259
record_format	uketd_dc
spelling	my-uitm-ir.1072592024-12-04T08:33:34Z The mediating effect of perceived value between service delivery and citizens’ satisfaction on urban transformation centre (UTC) in Malaysia / Ummi Farhani Firdaus 2024 Firdaus, Ummi Farhani Malaysia Customer services. Customer relations This study addresses the limited research on the mediating role of perceived value in the context of Urban Transformation Centres (UTCs) in Malaysia. Focused on factors influencing service delivery and citizens' satisfaction, the research examines the relationship between service delivery factors and citizens' satisfaction, emphasizing the mediating effect of perceived value. The objectives include assessing citizens' satisfaction levels in UTCs, determine the relationship between service delivery factors and satisfaction, and investigating the mediating role of perceived value. Additionally, the study gauges service providers and policy makers' perceptions of factors influencing citizens' satisfaction. Factors under service delivery, such as service quality, offered services, and social media, serve as independent variables. The study spans all UTCs in Malaysia, employing a Mixed Method Sequential Explanatory Design with 500 quantitative survey respondents (50 per UTC) and qualitative insights from six participants, including service providers and a policy maker. Analysis involves SPSS V26 for quantitative data and Thematic Analysis for qualitative findings. 2024 Thesis https://ir.uitm.edu.my/id/eprint/107259/ https://ir.uitm.edu.my/id/eprint/107259/1/107259.pdf text en public phd doctoral Universiti Teknologi MARA (UiTM) Faculty of Administrative Science and Policy Studies
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Malaysia Malaysia
spellingShingle	Malaysia Malaysia Firdaus, Ummi Farhani The mediating effect of perceived value between service delivery and citizens’ satisfaction on urban transformation centre (UTC) in Malaysia / Ummi Farhani Firdaus
description	This study addresses the limited research on the mediating role of perceived value in the context of Urban Transformation Centres (UTCs) in Malaysia. Focused on factors influencing service delivery and citizens' satisfaction, the research examines the relationship between service delivery factors and citizens' satisfaction, emphasizing the mediating effect of perceived value. The objectives include assessing citizens' satisfaction levels in UTCs, determine the relationship between service delivery factors and satisfaction, and investigating the mediating role of perceived value. Additionally, the study gauges service providers and policy makers' perceptions of factors influencing citizens' satisfaction. Factors under service delivery, such as service quality, offered services, and social media, serve as independent variables. The study spans all UTCs in Malaysia, employing a Mixed Method Sequential Explanatory Design with 500 quantitative survey respondents (50 per UTC) and qualitative insights from six participants, including service providers and a policy maker. Analysis involves SPSS V26 for quantitative data and Thematic Analysis for qualitative findings.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Firdaus, Ummi Farhani
author_facet	Firdaus, Ummi Farhani
author_sort	Firdaus, Ummi Farhani
title	The mediating effect of perceived value between service delivery and citizens’ satisfaction on urban transformation centre (UTC) in Malaysia / Ummi Farhani Firdaus
title_short	The mediating effect of perceived value between service delivery and citizens’ satisfaction on urban transformation centre (UTC) in Malaysia / Ummi Farhani Firdaus
title_full	The mediating effect of perceived value between service delivery and citizens’ satisfaction on urban transformation centre (UTC) in Malaysia / Ummi Farhani Firdaus
title_fullStr	The mediating effect of perceived value between service delivery and citizens’ satisfaction on urban transformation centre (UTC) in Malaysia / Ummi Farhani Firdaus
title_full_unstemmed	The mediating effect of perceived value between service delivery and citizens’ satisfaction on urban transformation centre (UTC) in Malaysia / Ummi Farhani Firdaus
title_sort	mediating effect of perceived value between service delivery and citizens’ satisfaction on urban transformation centre (utc) in malaysia / ummi farhani firdaus
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Faculty of Administrative Science and Policy Studies
publishDate	2024
url	https://ir.uitm.edu.my/id/eprint/107259/1/107259.pdf
_version_	1818588217854656512

The mediating effect of perceived value between service delivery and citizens’ satisfaction on urban transformation centre (UTC) in Malaysia / Ummi Farhani Firdaus

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