Customer satisfaction on municipal services: A case study of Sungai Petani

Kementerian Perumahan dan Kerajaan Tempatan telah memperkenalkan “Key Performance Indicators” (KPIs) untuk meningkatkan mutu perkhidmatan awam kepada pelanggan dan pihak-pihak berkepentingan. Berdasarkan kepada pencapaian di dalam projek-projek terpilih di bawah KPIs, satu pekeliling pentadbiran tel...

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Main Author:	Zakaria, Zaherawati
Format:	Thesis
Language:	English
Published:	2013
Subjects:	H1-99 Social sciences (General)
Online Access:	http://eprints.usm.my/37205/1/ZAHERAWATI_ZAKARIA_24.pdf
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id	my-usm-ep.37205
record_format	uketd_dc
spelling	my-usm-ep.372052019-04-12T05:26:10Z Customer satisfaction on municipal services: A case study of Sungai Petani 2013-10 Zakaria, Zaherawati H1-99 Social sciences (General) Kementerian Perumahan dan Kerajaan Tempatan telah memperkenalkan “Key Performance Indicators” (KPIs) untuk meningkatkan mutu perkhidmatan awam kepada pelanggan dan pihak-pihak berkepentingan. Berdasarkan kepada pencapaian di dalam projek-projek terpilih di bawah KPIs, satu pekeliling pentadbiran telah dikeluarkan pada Mei 2005 bagi menyediakan panduan dan arahan di dalam pelaksanaan KPIs untuk mengukur kecekapan dan keberkesanan kepuasan pelanggan. Di samping itu, Biro Pengaduan Awam (BPA) telah diperkenalkan dalam usaha mengendalikan aduan yang diterima daripada orang ramai. Secara purata, 50 peratus daripada aduan yang diterima adalah melibatkan kegagalan atau kelewatan memberi maklumbalas terhadap keperluan pelanggan secara efektif. Walaubagaimanapun, di sebalik penambahbaikan yang diperkenalkan, banyak kajian dalam kepuasan pelanggan di Malaysia masih lagi di tahap rendah terutamanya dalam perkhidmatan perbandaran. Ministry of Housing and Local Government has introduced the Key Performance Indicators (KPIs) to as enhance the delivery of public services to customers and stakeholders. Based on the results of the pilot projects under KPIs, an administration circular was issued in May 2005 to provide guidelines on the implementation of KPIs as to measure the efficiency and effectiveness of customer satisfaction. In particular, the Public Complaints Bureau stepped up efforts to promptly deal with complaints received from the public. On average, 50 per cent of complaints received were on the failure or delays in attending or responding to the needs of customers effectively. However, despite these efforts, past studies on customer satisfaction in Malaysia highlight low awareness from the public in municipal services. 2013-10 Thesis http://eprints.usm.my/37205/ http://eprints.usm.my/37205/1/ZAHERAWATI_ZAKARIA_24.pdf application/pdf en public phd doctoral Universiti Sains Malaysia Pusat Penyelidikan Dasar & Kajian Antarabangsa (Centre for Policy Research and International CenPRIS)
institution	Universiti Sains Malaysia
collection	USM Institutional Repository
language	English
topic	H1-99 Social sciences (General)
spellingShingle	H1-99 Social sciences (General) Zakaria, Zaherawati Customer satisfaction on municipal services: A case study of Sungai Petani
description	Kementerian Perumahan dan Kerajaan Tempatan telah memperkenalkan “Key Performance Indicators” (KPIs) untuk meningkatkan mutu perkhidmatan awam kepada pelanggan dan pihak-pihak berkepentingan. Berdasarkan kepada pencapaian di dalam projek-projek terpilih di bawah KPIs, satu pekeliling pentadbiran telah dikeluarkan pada Mei 2005 bagi menyediakan panduan dan arahan di dalam pelaksanaan KPIs untuk mengukur kecekapan dan keberkesanan kepuasan pelanggan. Di samping itu, Biro Pengaduan Awam (BPA) telah diperkenalkan dalam usaha mengendalikan aduan yang diterima daripada orang ramai. Secara purata, 50 peratus daripada aduan yang diterima adalah melibatkan kegagalan atau kelewatan memberi maklumbalas terhadap keperluan pelanggan secara efektif. Walaubagaimanapun, di sebalik penambahbaikan yang diperkenalkan, banyak kajian dalam kepuasan pelanggan di Malaysia masih lagi di tahap rendah terutamanya dalam perkhidmatan perbandaran. Ministry of Housing and Local Government has introduced the Key Performance Indicators (KPIs) to as enhance the delivery of public services to customers and stakeholders. Based on the results of the pilot projects under KPIs, an administration circular was issued in May 2005 to provide guidelines on the implementation of KPIs as to measure the efficiency and effectiveness of customer satisfaction. In particular, the Public Complaints Bureau stepped up efforts to promptly deal with complaints received from the public. On average, 50 per cent of complaints received were on the failure or delays in attending or responding to the needs of customers effectively. However, despite these efforts, past studies on customer satisfaction in Malaysia highlight low awareness from the public in municipal services.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Zakaria, Zaherawati
author_facet	Zakaria, Zaherawati
author_sort	Zakaria, Zaherawati
title	Customer satisfaction on municipal services: A case study of Sungai Petani
title_short	Customer satisfaction on municipal services: A case study of Sungai Petani
title_full	Customer satisfaction on municipal services: A case study of Sungai Petani
title_fullStr	Customer satisfaction on municipal services: A case study of Sungai Petani
title_full_unstemmed	Customer satisfaction on municipal services: A case study of Sungai Petani
title_sort	customer satisfaction on municipal services: a case study of sungai petani
granting_institution	Universiti Sains Malaysia
granting_department	Pusat Penyelidikan Dasar & Kajian Antarabangsa (Centre for Policy Research and International CenPRIS)
publishDate	2013
url	http://eprints.usm.my/37205/1/ZAHERAWATI_ZAKARIA_24.pdf
_version_	1747820654617427968

Customer satisfaction on municipal services: A case study of Sungai Petani

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