Cover Image

Discovering the antecedents of engagement for citizen centric public service excellence / Norazlin Mohd Nor...[et al.]

The Malaysian public sector is undergoing vast transformation to provide its citizen with an efficient, transparent, responsive and connected government. The Malaysian government has introduced the Public-Sector Transformation Framework (PSTF) which aims to make it a high performing, trustworthy,...

Full description

Saved in:
Bibliographic Details
Main Authors: Mohd Nor, Norazlin, Tuan Ismail, Tuan Nooraini, Puteh, Fadilah
Format: Article
Language:English
Published: Universiti Teknologi MARA, Kedah 2017
Subjects:
Customer services. Customer relations
JF Political institutions and public administration
Online Access:http://ir.uitm.edu.my/id/eprint/31951/1/AJ_NORAZLIN%20MOHD%20NOR%20VOA%20K%2017.pdf
http://ir.uitm.edu.my/id/eprint/31951/
https://voa.uitm.edu.my/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uitm.ir.31951
record_format eprints
spelling my.uitm.ir.319512021-01-14T17:23:24Z http://ir.uitm.edu.my/id/eprint/31951/ Discovering the antecedents of engagement for citizen centric public service excellence / Norazlin Mohd Nor...[et al.] Mohd Nor, Norazlin Tuan Ismail, Tuan Nooraini Puteh, Fadilah Customer services. Customer relations JF Political institutions and public administration The Malaysian public sector is undergoing vast transformation to provide its citizen with an efficient, transparent, responsive and connected government. The Malaysian government has introduced the Public-Sector Transformation Framework (PSTF) which aims to make it a high performing, trustworthy, dynamic and citizen centric public service. Nevertheless, the biggest challenge faced by the public sector is the people in the service itself. Public employees are being criticized for lacking the desired efficiency and expected performance. Based on the assumption that employees will perform their best when they are “engaged”, this study explores the factors of employee engagement and the European Foundation for Quality Management (EFQM) model for excellence in building a conceptual framework that is conclusive and holistic. Underpinned by the systems theory, this study identifies the factors of leadership, strategy, people, partnerships and resources, processes, products and services, work environment, well-being and work-life balance as the factors that drive engagement towards the realization of citizen centric public service excellence. Universiti Teknologi MARA, Kedah 2017 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/31951/1/AJ_NORAZLIN%20MOHD%20NOR%20VOA%20K%2017.pdf Mohd Nor, Norazlin and Tuan Ismail, Tuan Nooraini and Puteh, Fadilah (2017) Discovering the antecedents of engagement for citizen centric public service excellence / Norazlin Mohd Nor...[et al.]. Voice of Academia (VOA), 12 (2). pp. 52-67. ISSN 1985-5079 https://voa.uitm.edu.my/
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Customer services. Customer relations
JF Political institutions and public administration
spellingShingle Customer services. Customer relations
JF Political institutions and public administration
Mohd Nor, Norazlin
Tuan Ismail, Tuan Nooraini
Puteh, Fadilah
Discovering the antecedents of engagement for citizen centric public service excellence / Norazlin Mohd Nor...[et al.]
description The Malaysian public sector is undergoing vast transformation to provide its citizen with an efficient, transparent, responsive and connected government. The Malaysian government has introduced the Public-Sector Transformation Framework (PSTF) which aims to make it a high performing, trustworthy, dynamic and citizen centric public service. Nevertheless, the biggest challenge faced by the public sector is the people in the service itself. Public employees are being criticized for lacking the desired efficiency and expected performance. Based on the assumption that employees will perform their best when they are “engaged”, this study explores the factors of employee engagement and the European Foundation for Quality Management (EFQM) model for excellence in building a conceptual framework that is conclusive and holistic. Underpinned by the systems theory, this study identifies the factors of leadership, strategy, people, partnerships and resources, processes, products and services, work environment, well-being and work-life balance as the factors that drive engagement towards the realization of citizen centric public service excellence.
format Article
author Mohd Nor, Norazlin
Tuan Ismail, Tuan Nooraini
Puteh, Fadilah
author_facet Mohd Nor, Norazlin
Tuan Ismail, Tuan Nooraini
Puteh, Fadilah
author_sort Mohd Nor, Norazlin
title Discovering the antecedents of engagement for citizen centric public service excellence / Norazlin Mohd Nor...[et al.]
title_short Discovering the antecedents of engagement for citizen centric public service excellence / Norazlin Mohd Nor...[et al.]
title_full Discovering the antecedents of engagement for citizen centric public service excellence / Norazlin Mohd Nor...[et al.]
title_fullStr Discovering the antecedents of engagement for citizen centric public service excellence / Norazlin Mohd Nor...[et al.]
title_full_unstemmed Discovering the antecedents of engagement for citizen centric public service excellence / Norazlin Mohd Nor...[et al.]
title_sort discovering the antecedents of engagement for citizen centric public service excellence / norazlin mohd nor...[et al.]
publisher Universiti Teknologi MARA, Kedah
publishDate 2017
url http://ir.uitm.edu.my/id/eprint/31951/1/AJ_NORAZLIN%20MOHD%20NOR%20VOA%20K%2017.pdf
http://ir.uitm.edu.my/id/eprint/31951/
https://voa.uitm.edu.my/
_version_ 1690374226706432000
score 13.211869

Similar Items