Service quality and client’s satisfaction: a case study among employees at a government agency in Kota Samarahan towards counter services in Urban Transformation Centre (UTC) Kuching / Leviana Andrew, Siti Fatimah Abdul Latiff and Haniz Izyan Izzati Ali

The study of service quality and clients’ satisfaction has been used by organisations to deliver better services to their clients. While many studies have been done on this topic from the perspective of the public towards the government service, there were few emphases from the perspective of the go...

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Main Authors: Andrew, Leviana, Abdul Latiff, Siti Fatimah, Ali, Haniz Izyan Izzati
Format: Article
Language:English
Published: 2021
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Online Access:https://ir.uitm.edu.my/id/eprint/87524/1/87524.pdf
https://ir.uitm.edu.my/id/eprint/87524/
https://e-ajuitmct.uitm.edu.my/v3/
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Institution: Universiti Teknologi Mara
Language: English
id my.uitm.ir.87524
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spelling my.uitm.ir.875242023-11-29T09:15:21Z https://ir.uitm.edu.my/id/eprint/87524/ Service quality and client’s satisfaction: a case study among employees at a government agency in Kota Samarahan towards counter services in Urban Transformation Centre (UTC) Kuching / Leviana Andrew, Siti Fatimah Abdul Latiff and Haniz Izyan Izzati Ali eaj Andrew, Leviana Abdul Latiff, Siti Fatimah Ali, Haniz Izyan Izzati Customer services. Customer relations The study of service quality and clients’ satisfaction has been used by organisations to deliver better services to their clients. While many studies have been done on this topic from the perspective of the public towards the government service, there were few emphases from the perspective of the government servants (G2G) towards the government services offered by other government agencies. This study aimed to investigate the relationship between service quality and clients’ satisfaction among employees at a government agency towards counter services at Urban Transformation Centre (UTC) Kuching, Sarawak. The study includes all five elements of Service Quality Dimensions (SERVQUAL) which were Tangible, Reliability, Responsiveness, Assurance, and Empathy. This study includes all employees of a government agency in Kota Samarahan, Sarawak. Questionnaires were distributed to respondents through Google Form with a returned rate of 88%. It was found that empathy and responsiveness variables had a strong and positive correlation with Clients’ Satisfaction while Assurance, Reliability, and Tangibility had a moderate and positive correlation with Clients’ Satisfaction. These findings implied that clients were more satisfied with services that were handled with care and discretion as well as quickly resolving unexpected issues thus providing insights to government agencies to improve their services. 2021 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/87524/1/87524.pdf Service quality and client’s satisfaction: a case study among employees at a government agency in Kota Samarahan towards counter services in Urban Transformation Centre (UTC) Kuching / Leviana Andrew, Siti Fatimah Abdul Latiff and Haniz Izyan Izzati Ali. (2021) e-Academia Journal <https://ir.uitm.edu.my/view/publication/e-Academia_Journal/>, 10 (2). pp. 59-72. ISSN 2289 - 6589 https://e-ajuitmct.uitm.edu.my/v3/
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 Customer services. Customer relations
spellingShingle Customer services. Customer relations
Andrew, Leviana
Abdul Latiff, Siti Fatimah
Ali, Haniz Izyan Izzati
Service quality and client’s satisfaction: a case study among employees at a government agency in Kota Samarahan towards counter services in Urban Transformation Centre (UTC) Kuching / Leviana Andrew, Siti Fatimah Abdul Latiff and Haniz Izyan Izzati Ali
description The study of service quality and clients’ satisfaction has been used by organisations to deliver better services to their clients. While many studies have been done on this topic from the perspective of the public towards the government service, there were few emphases from the perspective of the government servants (G2G) towards the government services offered by other government agencies. This study aimed to investigate the relationship between service quality and clients’ satisfaction among employees at a government agency towards counter services at Urban Transformation Centre (UTC) Kuching, Sarawak. The study includes all five elements of Service Quality Dimensions (SERVQUAL) which were Tangible, Reliability, Responsiveness, Assurance, and Empathy. This study includes all employees of a government agency in Kota Samarahan, Sarawak. Questionnaires were distributed to respondents through Google Form with a returned rate of 88%. It was found that empathy and responsiveness variables had a strong and positive correlation with Clients’ Satisfaction while Assurance, Reliability, and Tangibility had a moderate and positive correlation with Clients’ Satisfaction. These findings implied that clients were more satisfied with services that were handled with care and discretion as well as quickly resolving unexpected issues thus providing insights to government agencies to improve their services.
format Article
author Andrew, Leviana
Abdul Latiff, Siti Fatimah
Ali, Haniz Izyan Izzati
author_facet Andrew, Leviana
Abdul Latiff, Siti Fatimah
Ali, Haniz Izyan Izzati
author_sort Andrew, Leviana
title Service quality and client’s satisfaction: a case study among employees at a government agency in Kota Samarahan towards counter services in Urban Transformation Centre (UTC) Kuching / Leviana Andrew, Siti Fatimah Abdul Latiff and Haniz Izyan Izzati Ali
title_short Service quality and client’s satisfaction: a case study among employees at a government agency in Kota Samarahan towards counter services in Urban Transformation Centre (UTC) Kuching / Leviana Andrew, Siti Fatimah Abdul Latiff and Haniz Izyan Izzati Ali
title_full Service quality and client’s satisfaction: a case study among employees at a government agency in Kota Samarahan towards counter services in Urban Transformation Centre (UTC) Kuching / Leviana Andrew, Siti Fatimah Abdul Latiff and Haniz Izyan Izzati Ali
title_fullStr Service quality and client’s satisfaction: a case study among employees at a government agency in Kota Samarahan towards counter services in Urban Transformation Centre (UTC) Kuching / Leviana Andrew, Siti Fatimah Abdul Latiff and Haniz Izyan Izzati Ali
title_full_unstemmed Service quality and client’s satisfaction: a case study among employees at a government agency in Kota Samarahan towards counter services in Urban Transformation Centre (UTC) Kuching / Leviana Andrew, Siti Fatimah Abdul Latiff and Haniz Izyan Izzati Ali
title_sort service quality and client’s satisfaction: a case study among employees at a government agency in kota samarahan towards counter services in urban transformation centre (utc) kuching / leviana andrew, siti fatimah abdul latiff and haniz izyan izzati ali
publishDate 2021
url https://ir.uitm.edu.my/id/eprint/87524/1/87524.pdf
https://ir.uitm.edu.my/id/eprint/87524/
https://e-ajuitmct.uitm.edu.my/v3/
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