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The customer satisfaction status towards core governmental services in Malaysia

This present study examines the level of customer satisfaction of three government agencies Royal Malaysian Police (RMP), National Registration Department (NRD), and the Public Works Department (PWD) in Malaysia. Studies on these three government agencies were conducted in Selangor, Johor, Perak, an...

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Main Authors: Selvanathan, Mahiswaran, Selladurai, Sugumaran, Gill, Sarjit S., Kunasekaran, Puvaneswaran, Pei, Jun Tan
Format: Article
Language:English
Published: Canadian Center of Science and Education 2016
Online Access:http://psasir.upm.edu.my/id/eprint/52961/1/The%20customer%20satisfaction%20status%20towards%20core%20governmental%20services%20in%20Malaysia.pdf
http://psasir.upm.edu.my/id/eprint/52961/
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spelling my.upm.eprints.529612018-04-30T13:44:18Z http://psasir.upm.edu.my/id/eprint/52961/ The customer satisfaction status towards core governmental services in Malaysia Selvanathan, Mahiswaran Selladurai, Sugumaran Gill, Sarjit S. Kunasekaran, Puvaneswaran Pei, Jun Tan This present study examines the level of customer satisfaction of three government agencies Royal Malaysian Police (RMP), National Registration Department (NRD), and the Public Works Department (PWD) in Malaysia. Studies on these three government agencies were conducted in Selangor, Johor, Perak, and Pulau Pinang since these agencies in these states received the highest complaint from consumers. A total of 270 employees and 627 customers from these three agencies of the four states were the respondents of the present study. Results showed customers are not satisfied with the services given by the government agencies (RMP, NRD, and PWD). Therefore, efforts to improve employee’s attitudes, and more reforms in the areas of work should be continued by the Government of Malaysia in government agencies in order to maintain the excellent work. Canadian Center of Science and Education 2016 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/52961/1/The%20customer%20satisfaction%20status%20towards%20core%20governmental%20services%20in%20Malaysia.pdf Selvanathan, Mahiswaran and Selladurai, Sugumaran and Gill, Sarjit S. and Kunasekaran, Puvaneswaran and Pei, Jun Tan (2016) The customer satisfaction status towards core governmental services in Malaysia. International Journal of Business and Management, 11 (5). pp. 211-218. ISSN 1833-3850; ESSN: 1833-8119 10.5539/ijbm.v11n5p211
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description This present study examines the level of customer satisfaction of three government agencies Royal Malaysian Police (RMP), National Registration Department (NRD), and the Public Works Department (PWD) in Malaysia. Studies on these three government agencies were conducted in Selangor, Johor, Perak, and Pulau Pinang since these agencies in these states received the highest complaint from consumers. A total of 270 employees and 627 customers from these three agencies of the four states were the respondents of the present study. Results showed customers are not satisfied with the services given by the government agencies (RMP, NRD, and PWD). Therefore, efforts to improve employee’s attitudes, and more reforms in the areas of work should be continued by the Government of Malaysia in government agencies in order to maintain the excellent work.
format Article
author Selvanathan, Mahiswaran
Selladurai, Sugumaran
Gill, Sarjit S.
Kunasekaran, Puvaneswaran
Pei, Jun Tan
spellingShingle Selvanathan, Mahiswaran
Selladurai, Sugumaran
Gill, Sarjit S.
Kunasekaran, Puvaneswaran
Pei, Jun Tan
The customer satisfaction status towards core governmental services in Malaysia
author_facet Selvanathan, Mahiswaran
Selladurai, Sugumaran
Gill, Sarjit S.
Kunasekaran, Puvaneswaran
Pei, Jun Tan
author_sort Selvanathan, Mahiswaran
title The customer satisfaction status towards core governmental services in Malaysia
title_short The customer satisfaction status towards core governmental services in Malaysia
title_full The customer satisfaction status towards core governmental services in Malaysia
title_fullStr The customer satisfaction status towards core governmental services in Malaysia
title_full_unstemmed The customer satisfaction status towards core governmental services in Malaysia
title_sort customer satisfaction status towards core governmental services in malaysia
publisher Canadian Center of Science and Education
publishDate 2016
url http://psasir.upm.edu.my/id/eprint/52961/1/The%20customer%20satisfaction%20status%20towards%20core%20governmental%20services%20in%20Malaysia.pdf
http://psasir.upm.edu.my/id/eprint/52961/
_version_ 1643835304020279296
score 13.211869

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