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The customer satisfaction status towards core governmental services in Malaysia


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


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.

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Additional Metadata

Item Type: Article
Divisions: Faculty of Human Ecology
Institute of Agricultural and Food Policy Studies
DOI Number: https://doi.org/10.5539/ijbm.v11n5p211
Publisher: Canadian Center of Science and Education
Keywords: Work quality; Customer satisfaction; Effectiveness; Efficiency; Productivity
Depositing User: Ms. Nida Hidayati Ghazali
Date Deposited: 30 Apr 2018 13:44
Last Modified: 30 Apr 2018 13:44
Altmetrics: http://www.altmetric.com/details.php?domain=psasir.upm.edu.my&doi=10.5539/ijbm.v11n5p211
URI: http://psasir.upm.edu.my/id/eprint/52961
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