Pengaruh kualiti perkhidmatan dan tadbir urus yang baik terhadap kepuasan pelanggan di MBAS

The focus of the study is to review the relationship and influence of the quality of service and good governance towards customer satisfaction in local authority areas. The motivation of this study was driven by previous research highlights showing that there is still little research on joint implem...

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Main Author:	Bohari, Md Yusof
Format:	Thesis
Language:	eng eng eng
Published:	2018
Subjects:	HD58.9 Organizational Effectiveness. HF5415.33 Consumer Behavior. HF5546-5548.6 Office Management
Online Access:	https://etd.uum.edu.my/9945/1/s821920_01.pdf https://etd.uum.edu.my/9945/2/s821920_02.pdf https://etd.uum.edu.my/9945/3/s821920_rujukan.docx
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id	my-uum-etd.9945
record_format	uketd_dc
spelling	my-uum-etd.99452022-10-12T01:38:27Z Pengaruh kualiti perkhidmatan dan tadbir urus yang baik terhadap kepuasan pelanggan di MBAS 2018 Bohari, Md Yusof Saad, Rohaizah Hj. Ahmad, Hj. Mohd Akhir School of Technology Management & Logistics School of Technology Management & Logistics HD58.9 Organizational Effectiveness. HF5415.33 Consumer Behavior. HF5546-5548.6 Office Management The focus of the study is to review the relationship and influence of the quality of service and good governance towards customer satisfaction in local authority areas. The motivation of this study was driven by previous research highlights showing that there is still little research on joint implementation of the basic elements of good governance and service quality dimensions affecting the satisfaction of local authority customers. Therefore, this study uses the Agency Theory and the Servqual Model to review the likelihood of the influence and the relationship between independent variables on customer satisfaction in the conceptual framework. With a quantitative approach, a questionnaire was developed through a detailed review of the work by involving a population of 124,948 residents living in Alor Setar. A total of 384 respondents have responded to this study. Data were analyzed using SPSS software. The findings show that service quality has a positive relationship with customer satisfaction, and good governance also has a positive relationship with customer satisfaction. While good governance elements and service quality dimensions simultaneously have also shown a positive impact on customer satisfaction. Customer satisfaction increases when the organization performs significant dimensions, responsiveness, assurance, empathy and reliability together with accountability, transparency and efficiency. This study demonstrates that the quality of service and good governance is complementary to ensuring the best service delivery. Local authorities are advised to focus on programs related to service quality dimensions and good governance elements. The findings contributed theoretically, practically and methodologically by implicating academics, policy makers and local authorities. In the future, it is proposed that research involving all local authorities in Malaysia be conducted so that the findings are more focused and comprehensive. 2018 Thesis https://etd.uum.edu.my/9945/ https://etd.uum.edu.my/9945/1/s821920_01.pdf text eng public https://etd.uum.edu.my/9945/2/s821920_02.pdf text eng public https://etd.uum.edu.my/9945/3/s821920_rujukan.docx text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Saad, Rohaizah Hj. Ahmad, Hj. Mohd Akhir
topic	HD58.9 Organizational Effectiveness. HF5415.33 Consumer Behavior. HF5546-5548.6 Office Management
spellingShingle	HD58.9 Organizational Effectiveness. HF5415.33 Consumer Behavior. HF5546-5548.6 Office Management Bohari, Md Yusof Pengaruh kualiti perkhidmatan dan tadbir urus yang baik terhadap kepuasan pelanggan di MBAS
description	The focus of the study is to review the relationship and influence of the quality of service and good governance towards customer satisfaction in local authority areas. The motivation of this study was driven by previous research highlights showing that there is still little research on joint implementation of the basic elements of good governance and service quality dimensions affecting the satisfaction of local authority customers. Therefore, this study uses the Agency Theory and the Servqual Model to review the likelihood of the influence and the relationship between independent variables on customer satisfaction in the conceptual framework. With a quantitative approach, a questionnaire was developed through a detailed review of the work by involving a population of 124,948 residents living in Alor Setar. A total of 384 respondents have responded to this study. Data were analyzed using SPSS software. The findings show that service quality has a positive relationship with customer satisfaction, and good governance also has a positive relationship with customer satisfaction. While good governance elements and service quality dimensions simultaneously have also shown a positive impact on customer satisfaction. Customer satisfaction increases when the organization performs significant dimensions, responsiveness, assurance, empathy and reliability together with accountability, transparency and efficiency. This study demonstrates that the quality of service and good governance is complementary to ensuring the best service delivery. Local authorities are advised to focus on programs related to service quality dimensions and good governance elements. The findings contributed theoretically, practically and methodologically by implicating academics, policy makers and local authorities. In the future, it is proposed that research involving all local authorities in Malaysia be conducted so that the findings are more focused and comprehensive.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Bohari, Md Yusof
author_facet	Bohari, Md Yusof
author_sort	Bohari, Md Yusof
title	Pengaruh kualiti perkhidmatan dan tadbir urus yang baik terhadap kepuasan pelanggan di MBAS
title_short	Pengaruh kualiti perkhidmatan dan tadbir urus yang baik terhadap kepuasan pelanggan di MBAS
title_full	Pengaruh kualiti perkhidmatan dan tadbir urus yang baik terhadap kepuasan pelanggan di MBAS
title_fullStr	Pengaruh kualiti perkhidmatan dan tadbir urus yang baik terhadap kepuasan pelanggan di MBAS
title_full_unstemmed	Pengaruh kualiti perkhidmatan dan tadbir urus yang baik terhadap kepuasan pelanggan di MBAS
title_sort	pengaruh kualiti perkhidmatan dan tadbir urus yang baik terhadap kepuasan pelanggan di mbas
granting_institution	Universiti Utara Malaysia
granting_department	School of Technology Management & Logistics
publishDate	2018
url	https://etd.uum.edu.my/9945/1/s821920_01.pdf https://etd.uum.edu.my/9945/2/s821920_02.pdf https://etd.uum.edu.my/9945/3/s821920_rujukan.docx
_version_	1747828706842247168

Pengaruh kualiti perkhidmatan dan tadbir urus yang baik terhadap kepuasan pelanggan di MBAS

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