Municipal Service Quality and Citizen Satisfaction in  Southern Thailand

Mokhlis, Safiek; Aleesa, Yaleakho; Mamat, Ibrahim

doi:10.5296/jpag.v1i1.717

Cited by 23 publications

(22 citation statements)

References 37 publications

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“…The result of this research study support the work of [49,61]. The authenticity of this research work is verified thoroughly, and the results vindicated that similar research come to agree with the conclusion of the results of this research work in many respects.…”

Section: Resultssupporting

confidence: 88%

Evidence of Municipal Awareness as a Construct for Enhancing Citizen Satisfaction in Municipal Council of Malaysia

Bello

Kasim

Razali

et al. 2018

PoS

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Abstract. This research study critically analysed the existing literature on municipal awareness relevancy of Municipal councils' service delivery for the purpose of enhancing citizen satisfaction. The purpose of the study is the investigation of citizen satisfaction level of municipal services. Analysis of the existing literature on the relationship between municipal awareness and citizen satisfaction. The Material and methods were carried out using secondary data and were meticulously and critically analysed to come up with reliable results. The study shows the relevancy of the public awareness, citizen satisfaction and municipal council performance in Malaysia. It is evident in the research that citizen consent is important before municipal services should be provided in the local community. The research study highlighted many discrepancies in many kinds of literature related to the existing research study, the evidence-based analysis was carried out to buttress importance and significance of the related study to the research work. The literature was reviewed to ascertain the current happening in the area of local government service delivery. The study shows that many municipal councils in Malaysia provide adequate and satisfactory services to their citizens'. The study also revealed that municipal council plays an important role in citizen awareness of municipal service delivery. The study concludes that municipal service delivery can be enhanced through citizen awareness campaign, to sensitise the local community on various aspects of service delivery including maintenance of the facilities provided. The study also concludes that Municipal councils lack awareness section affects their performance in service delivery process. The study recommends that Municipal councils officials need to be consulted the citizen for their needs and wants; awareness campaign needs to be regularly carried out to maintain cordial relationship between Municipal councils and their citizen; it is also recommended that municipal services should be delivered the needed services by the local inhabitants' after duly consultation.

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Section: Resultssupporting

confidence: 88%

Evidence of Municipal Awareness as a Construct for Enhancing Citizen Satisfaction in Municipal Council of Malaysia

Bello

Kasim

Razali

et al. 2018

PoS

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show abstract

“…The result of this research study revealed that municipal council in Malaysia provide adequate and satisfactory services to their citizens, but need additional efforts as it was evident in the work of [29,59,58,51]. The authenticity of this research work is verified thoroughly, and the results vindicated that similar research come to agree with the conclusion of the results of this research work in many respects.…”

Section: Resultssupporting

confidence: 80%

“…The satisfaction of vulnerable group among the citizen in many municipal councils in Malaysia are giving more concerned as vindicated by [51]. But creation of awareness team within the municipal councils' staffs would be of help to the communities has revealed in [17].…”

Section: Resultsmentioning

confidence: 99%

Municipal Awareness as an Integral Part for Enhancing Citizen Satisfaction of Malaysian Municipal Councils, Batu Pahat

Bello

Kasim

2017

PoS

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Abstract. This research study critically analysed the existing literature on municipal awareness relevancy of municipal councils' service delivery for the purpose of enhancing citizen satisfaction. The purpose of the study is the investigation of citizen satisfaction level of municipal services through the use of municipal awareness. The Material and methods were carried out using secondary data and were meticulously and critically analysed to come up with reliable results. The study shows the relevance of the public awareness, citizen satisfaction and municipal council performance in Malaysia. It is evidence in the research that citizen consent is important before municipal services should be provided in the local community.The research study highlighted many discrepancies in many kinds of literature related to the existing research study, evidence-based analysis were carried out to buttress importance and significance of the related study to the research work. The literature was reviewed to ascertain the current happening in the area of municipal council service delivery. The study shows that many municipal councils in Malaysia provide adequate and satisfactory services to their citizens'. The results of the study also revealed that municipal awareness plays an important role on citizen satisfactions of municipal service delivery. It is also evident that adequate provision of services has direct bearing with municipal councils. The study concludes that municipal service delivery can be enhanced through citizen awareness campaign, to sensitise the local community on various aspects of service delivery including maintenance of the facilities provided. The study also concludes that local Authorities lack of awareness section affects their performance in service delivery process. The study recommends that municipal councils need to consults the citizen for their needs and wants; awareness campaign needs to be regularly carried out to maintain cordial relationship between local Authorities and their citizen; it is also recommended that municipal services should be delivered the needed services by the local inhabitants' after duly consultation.

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“…Perceived service quality is defined by Zeithaml (1981) as "the judgment of the consumer as to the degree of excellence or superiority attributed to an entity". In this definition, service quality is the ability of an organization to meet or exceed consumer expectations (Mokhlis et al, 2011). This definition is part of the process of confirmation/disconfirmation of expectations as developed by Oliver (1980).…”

Section: Service Quality and Satisfaction With Local Authoritiesmentioning

confidence: 99%

Public Service Quality and Citizen-Client’s Satisfaction in Local Municipalities

2019

JMDC

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The purpose of this study is to identify, describe and evaluate the link between public service quality and citizen-client's satisfaction in local municipalities. The work is based on the revisited SERVQUAL model. A quantitative research is carried out through a questionnaire administered to 1,427 users of local public services in 21 councils. Two layers of analysis are carried out. First, an exploratory and confirmatory factor analysis. Second an analysis through structural equations. Results show that all aspects of service quality do not contribute identically to users 'satisfaction.

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Municipal Service Quality and Citizen Satisfaction in Southern Thailand

Cited by 23 publications

References 37 publications

Evidence of Municipal Awareness as a Construct for Enhancing Citizen Satisfaction in Municipal Council of Malaysia

Evidence of Municipal Awareness as a Construct for Enhancing Citizen Satisfaction in Municipal Council of Malaysia

Municipal Awareness as an Integral Part for Enhancing Citizen Satisfaction of Malaysian Municipal Councils, Batu Pahat

Public Service Quality and Citizen-Client’s Satisfaction in Local Municipalities

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