Cover Image

Understanding the service provider perspective towards better service quality in local authorities

Purpose – The paper aims to provide better understanding of internal customer perspectives, i.e. the employees of local authorities (LAs) as a service provider in Malaysia. The research attempts to identify the contributing and the constraining factors affecting the quality of the services to the pu...

Full description

Saved in:
Bibliographic Details
Main Authors: Yusoff, Wan Zahari Wan, Ismail, Maziah, Ali, Azlan Shah
Format: Article
Published: Emerald 2010
Subjects:
HD Industries. Land use. Labor
HF Commerce
Online Access:http://eprints.um.edu.my/22976/
https://doi.org/10.1108/14725961011058857
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.um.eprints.22976
record_format eprints
spelling my.um.eprints.229762019-11-13T05:14:01Z http://eprints.um.edu.my/22976/ Understanding the service provider perspective towards better service quality in local authorities Yusoff, Wan Zahari Wan Ismail, Maziah Ali, Azlan Shah HD Industries. Land use. Labor HF Commerce Purpose – The paper aims to provide better understanding of internal customer perspectives, i.e. the employees of local authorities (LAs) as a service provider in Malaysia. The research attempts to identify the contributing and the constraining factors affecting the quality of the services to the public. Design/methodology/approach – The paper employs a qualitative approach of primary data collection. Data were obtained through semi-structured interviews and open-ended question interviews. The study conducted involved service providers and officials from Johor Bahru City Council in the capital of Johor state, Malaysia. Findings – The paper revealed that substantial measures should be taken to ensure that the service provider is able to provide better service quality in the delivery system. It was also found that before the service providers are able to offer quality services to the public, the service providers have to first overcome the problems they face. Originality/value – The paper suggests that it is equally important to understand internal customer satisfaction in advance before the authors expect the service providers to offer better service delivery processes to the service receiver's, i.e. external customers in LAs. © 2010, © Emerald Group Publishing Limited. Emerald 2010 Article PeerReviewed Yusoff, Wan Zahari Wan and Ismail, Maziah and Ali, Azlan Shah (2010) Understanding the service provider perspective towards better service quality in local authorities. Journal of Facilities Management, 8 (3). pp. 226-238. ISSN 1472-5967 https://doi.org/10.1108/14725961011058857 doi:10.1108/14725961011058857
institution Universiti Malaya
building UM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaya
content_source UM Research Repository
url_provider http://eprints.um.edu.my/
topic HD Industries. Land use. Labor
HF Commerce
spellingShingle HD Industries. Land use. Labor
HF Commerce
Yusoff, Wan Zahari Wan
Ismail, Maziah
Ali, Azlan Shah
Understanding the service provider perspective towards better service quality in local authorities
description Purpose – The paper aims to provide better understanding of internal customer perspectives, i.e. the employees of local authorities (LAs) as a service provider in Malaysia. The research attempts to identify the contributing and the constraining factors affecting the quality of the services to the public. Design/methodology/approach – The paper employs a qualitative approach of primary data collection. Data were obtained through semi-structured interviews and open-ended question interviews. The study conducted involved service providers and officials from Johor Bahru City Council in the capital of Johor state, Malaysia. Findings – The paper revealed that substantial measures should be taken to ensure that the service provider is able to provide better service quality in the delivery system. It was also found that before the service providers are able to offer quality services to the public, the service providers have to first overcome the problems they face. Originality/value – The paper suggests that it is equally important to understand internal customer satisfaction in advance before the authors expect the service providers to offer better service delivery processes to the service receiver's, i.e. external customers in LAs. © 2010, © Emerald Group Publishing Limited.
format Article
author Yusoff, Wan Zahari Wan
Ismail, Maziah
Ali, Azlan Shah
author_facet Yusoff, Wan Zahari Wan
Ismail, Maziah
Ali, Azlan Shah
author_sort Yusoff, Wan Zahari Wan
title Understanding the service provider perspective towards better service quality in local authorities
title_short Understanding the service provider perspective towards better service quality in local authorities
title_full Understanding the service provider perspective towards better service quality in local authorities
title_fullStr Understanding the service provider perspective towards better service quality in local authorities
title_full_unstemmed Understanding the service provider perspective towards better service quality in local authorities
title_sort understanding the service provider perspective towards better service quality in local authorities
publisher Emerald
publishDate 2010
url http://eprints.um.edu.my/22976/
https://doi.org/10.1108/14725961011058857
_version_ 1651867384310398976
score 13.211869

Similar Items