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Citizen report card as a social accountability tool towards customer satisfaction / Marni Ghazali and Haris Abd Wahab

Making public services more accountable and responsive to the needs and expectations of citizens could improve public service delivery. Thus, this study aims to identify the level of customer satisfaction in relation to service received. Secondly is to identify the level of implementation of the cit...

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Main Authors: Ghazali, Marni, Abd Wahab, Haris
Format: Article
Language:English
Published: Universiti Teknologi MARA, Shah Alam 2017
Subjects:
Public policy (General). Policy sciences
Research
Methodology
Online Access:http://ir.uitm.edu.my/id/eprint/46275/1/46275.pdf
http://ir.uitm.edu.my/id/eprint/46275/
https://jas.uitm.edu.my/index.php/14-archieve-2015/42-volume-14-no-1-june-2017
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spelling my.uitm.ir.462752021-05-11T06:41:39Z http://ir.uitm.edu.my/id/eprint/46275/ Citizen report card as a social accountability tool towards customer satisfaction / Marni Ghazali and Haris Abd Wahab Ghazali, Marni Abd Wahab, Haris Public policy (General). Policy sciences Research Methodology Making public services more accountable and responsive to the needs and expectations of citizens could improve public service delivery. Thus, this study aims to identify the level of customer satisfaction in relation to service received. Secondly is to identify the level of implementation of the citizen report cards used and lastly to examine the effect of citizen report cards used on customers’ satisfaction at one of the Malaysian government agency. The target population is service users. Data was collected through a structured questionnaire to 400 service users specifically at one of the government agency in Selangor. The main analysis involved descriptive and inferential statistics in order to achieve the research objectives of the study. The findings from the study revealed that the level of customer satisfaction in relation to service received is at moderately high, while the level of implementation of the citizen report cards used is also at moderately high. Results also confirmed that the use of citizen report cards was significantly related to customer satisfaction, produces positive but very weak relationship with customer satisfaction. Therefore, the study findings provide significant insights especially to government agency to devote on continuous improvement and development with regards to the use of citizen report cards and its impact on customers’ satisfaction in relation to public service delivery. Universiti Teknologi MARA, Shah Alam 2017-06 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/46275/1/46275.pdf ID46275 Ghazali, Marni and Abd Wahab, Haris (2017) Citizen report card as a social accountability tool towards customer satisfaction / Marni Ghazali and Haris Abd Wahab. Journal of Administrative Science, 14 (1). pp. 1-15. ISSN 1675-1302 https://jas.uitm.edu.my/index.php/14-archieve-2015/42-volume-14-no-1-june-2017
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 Public policy (General). Policy sciences
Research
Methodology
spellingShingle Public policy (General). Policy sciences
Research
Methodology
Ghazali, Marni
Abd Wahab, Haris
Citizen report card as a social accountability tool towards customer satisfaction / Marni Ghazali and Haris Abd Wahab
description Making public services more accountable and responsive to the needs and expectations of citizens could improve public service delivery. Thus, this study aims to identify the level of customer satisfaction in relation to service received. Secondly is to identify the level of implementation of the citizen report cards used and lastly to examine the effect of citizen report cards used on customers’ satisfaction at one of the Malaysian government agency. The target population is service users. Data was collected through a structured questionnaire to 400 service users specifically at one of the government agency in Selangor. The main analysis involved descriptive and inferential statistics in order to achieve the research objectives of the study. The findings from the study revealed that the level of customer satisfaction in relation to service received is at moderately high, while the level of implementation of the citizen report cards used is also at moderately high. Results also confirmed that the use of citizen report cards was significantly related to customer satisfaction, produces positive but very weak relationship with customer satisfaction. Therefore, the study findings provide significant insights especially to government agency to devote on continuous improvement and development with regards to the use of citizen report cards and its impact on customers’ satisfaction in relation to public service delivery.
format Article
author Ghazali, Marni
Abd Wahab, Haris
author_facet Ghazali, Marni
Abd Wahab, Haris
author_sort Ghazali, Marni
title Citizen report card as a social accountability tool towards customer satisfaction / Marni Ghazali and Haris Abd Wahab
title_short Citizen report card as a social accountability tool towards customer satisfaction / Marni Ghazali and Haris Abd Wahab
title_full Citizen report card as a social accountability tool towards customer satisfaction / Marni Ghazali and Haris Abd Wahab
title_fullStr Citizen report card as a social accountability tool towards customer satisfaction / Marni Ghazali and Haris Abd Wahab
title_full_unstemmed Citizen report card as a social accountability tool towards customer satisfaction / Marni Ghazali and Haris Abd Wahab
title_sort citizen report card as a social accountability tool towards customer satisfaction / marni ghazali and haris abd wahab
publisher Universiti Teknologi MARA, Shah Alam
publishDate 2017
url http://ir.uitm.edu.my/id/eprint/46275/1/46275.pdf
http://ir.uitm.edu.my/id/eprint/46275/
https://jas.uitm.edu.my/index.php/14-archieve-2015/42-volume-14-no-1-june-2017
_version_ 1701165867459411968
score 13.211869

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