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An Assessment of the Relationship between the Voluntary Organisations Service Delivery and the Flood Affected Community Satisfaction in Kelantan

On 24 December 2012, massive floods occurred in Kelantan in the districts of Jeli, Kota Bharu, Kuala Krai, Machang, Pasir Mas, Pasir Puteh, Tanah Merah, and Tumpat. This disaster affected 7,127 people. They were accommodated at various flood relief evacuation centres. A research was conducted in...

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Main Author: Azuddin, Bahari
Format: Thesis
Language:English
English
Published: 2015
Subjects:
HV Social pathology. Social and public welfare
Online Access:http://ur.aeu.edu.my/89/1/An%20assessment%20of%20the%20relationship%20between%20the%20voluntary%20organisations%20service%20delivery%20and%20the%20flood%20affected%20community%20satisfaction%20in%20Kelantan.pdf
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spelling my-aeu-eprints.892020-08-05T03:29:33Z http://ur.aeu.edu.my/89/ An Assessment of the Relationship between the Voluntary Organisations Service Delivery and the Flood Affected Community Satisfaction in Kelantan Azuddin, Bahari HV Social pathology. Social and public welfare On 24 December 2012, massive floods occurred in Kelantan in the districts of Jeli, Kota Bharu, Kuala Krai, Machang, Pasir Mas, Pasir Puteh, Tanah Merah, and Tumpat. This disaster affected 7,127 people. They were accommodated at various flood relief evacuation centres. A research was conducted in Kelantan to identify the flood-affected community satisfaction towards the voluntary organisations’ service delivery, whether gender, age, and race of the flood-affected communities affect satisfaction of the voluntary organisations performance and whether service quality dimensions act as a moderator towards the relationship between service delivery and flood-affected community satisfaction. SERVQUAL model and disaster management model were used in this research. Disaster management model was used to identify the service delivery activities. SERVQUAL model was used to measure satisfaction and the moderating relationship between service delivery and flood-affected community satisfaction. The research was performed using questionnaires. The samples for this study were 400 flood-affected communities. Eight hypotheses were tested using ANOVA, Tukey Test, t test, and SEM-AMOS depending on its appropriateness. The results indicate that to study flood-affected community satisfactions, three interconnected elements must be present, namely indicators, measurement instrument, and database. Indicators refer to the dimensions of performance: availability, timely, quick, responsive, skilful, and competence. Measurement instruments refer to the questionnaires and the Likert scale used in the questionnaire survey. Database refers to the data used to produce information to make decisions. The outcomes from the amalgamation of the three elements indicate that the flood-affected communities were satisfied with the service delivery and age, and gender influences satisfaction while race does not. Service quality dimension does not act as a moderator affecting the relationship between service delivery and flood-affected community satisfaction. Simultaneously, this study revealed that disaster model and SERVQUAL model can be amalgamated to study customer satisfaction. The research also unveiled a comprehensive questionnaire for measuring flood-affected community satisfaction, which can be applied in any other research to study customer satisfaction in a particular disaster scenario. Likewise, an innovative hypothetical framework was also unveiled from this research. 2015 Thesis NonPeerReviewed text en http://ur.aeu.edu.my/89/1/An%20assessment%20of%20the%20relationship%20between%20the%20voluntary%20organisations%20service%20delivery%20and%20the%20flood%20affected%20community%20satisfaction%20in%20Kelantan.pdf text en http://ur.aeu.edu.my/89/6/An%20assessment%20of%20the%20relationship%20between%20the%20voluntary%20organisations%20service%20delivery%20and%20the%20flood%20affected%20community%20satisfaction%20in%20Kelantan.pdf Azuddin, Bahari (2015) An Assessment of the Relationship between the Voluntary Organisations Service Delivery and the Flood Affected Community Satisfaction in Kelantan. Doctoral thesis, Asia e University. https://online.fliphtml5.com/sppgg/slgv/?1596598234688
institution Asia e University
building AEU Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Asia e University
content_source AEU University Repository
url_provider http://ur.aeu.edu.my/
language English
English
topic HV Social pathology. Social and public welfare
spellingShingle HV Social pathology. Social and public welfare
Azuddin, Bahari
An Assessment of the Relationship between the Voluntary Organisations Service Delivery and the Flood Affected Community Satisfaction in Kelantan
description On 24 December 2012, massive floods occurred in Kelantan in the districts of Jeli, Kota Bharu, Kuala Krai, Machang, Pasir Mas, Pasir Puteh, Tanah Merah, and Tumpat. This disaster affected 7,127 people. They were accommodated at various flood relief evacuation centres. A research was conducted in Kelantan to identify the flood-affected community satisfaction towards the voluntary organisations’ service delivery, whether gender, age, and race of the flood-affected communities affect satisfaction of the voluntary organisations performance and whether service quality dimensions act as a moderator towards the relationship between service delivery and flood-affected community satisfaction. SERVQUAL model and disaster management model were used in this research. Disaster management model was used to identify the service delivery activities. SERVQUAL model was used to measure satisfaction and the moderating relationship between service delivery and flood-affected community satisfaction. The research was performed using questionnaires. The samples for this study were 400 flood-affected communities. Eight hypotheses were tested using ANOVA, Tukey Test, t test, and SEM-AMOS depending on its appropriateness. The results indicate that to study flood-affected community satisfactions, three interconnected elements must be present, namely indicators, measurement instrument, and database. Indicators refer to the dimensions of performance: availability, timely, quick, responsive, skilful, and competence. Measurement instruments refer to the questionnaires and the Likert scale used in the questionnaire survey. Database refers to the data used to produce information to make decisions. The outcomes from the amalgamation of the three elements indicate that the flood-affected communities were satisfied with the service delivery and age, and gender influences satisfaction while race does not. Service quality dimension does not act as a moderator affecting the relationship between service delivery and flood-affected community satisfaction. Simultaneously, this study revealed that disaster model and SERVQUAL model can be amalgamated to study customer satisfaction. The research also unveiled a comprehensive questionnaire for measuring flood-affected community satisfaction, which can be applied in any other research to study customer satisfaction in a particular disaster scenario. Likewise, an innovative hypothetical framework was also unveiled from this research.
format Thesis
author Azuddin, Bahari
author_facet Azuddin, Bahari
author_sort Azuddin, Bahari
title An Assessment of the Relationship between the Voluntary Organisations Service Delivery and the Flood Affected Community Satisfaction in Kelantan
title_short An Assessment of the Relationship between the Voluntary Organisations Service Delivery and the Flood Affected Community Satisfaction in Kelantan
title_full An Assessment of the Relationship between the Voluntary Organisations Service Delivery and the Flood Affected Community Satisfaction in Kelantan
title_fullStr An Assessment of the Relationship between the Voluntary Organisations Service Delivery and the Flood Affected Community Satisfaction in Kelantan
title_full_unstemmed An Assessment of the Relationship between the Voluntary Organisations Service Delivery and the Flood Affected Community Satisfaction in Kelantan
title_sort assessment of the relationship between the voluntary organisations service delivery and the flood affected community satisfaction in kelantan
publishDate 2015
url http://ur.aeu.edu.my/89/1/An%20assessment%20of%20the%20relationship%20between%20the%20voluntary%20organisations%20service%20delivery%20and%20the%20flood%20affected%20community%20satisfaction%20in%20Kelantan.pdf
http://ur.aeu.edu.my/89/6/An%20assessment%20of%20the%20relationship%20between%20the%20voluntary%20organisations%20service%20delivery%20and%20the%20flood%20affected%20community%20satisfaction%20in%20Kelantan.pdf
http://ur.aeu.edu.my/89/
https://online.fliphtml5.com/sppgg/slgv/?1596598234688
_version_ 1675331438797389824
score 13.211869

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