Assessing service quality in the public sector services in Malaysia

• Main Authors: Impira, Alim, Yahya, Khulida Kirana, Mohd Shamsudin, Faridahwati
• Format: Conference or Workshop Item
• Language: English
• Published: 2008
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/9203/1/20.pdf; http://repo.uum.edu.my/9203/
• Institution: Universiti Utara Malaysia

The Malaysian government has implemented various administrative measures to upgrade and enhance efficiency and effectiveness of the public sector in providing quality service to its citizenry. Citizens are demanding more value for their money, better and fast service.A service delivery system that emphasizes on efficiency and quality is one of the most important determinants contributing to satisfaction with the services provided by the public sector in Malaysia.This study examined the relationship between service quality and customer satisfaction in the public sector in Malaysia.The study was conducted in a government department in the northern state of Malaysia. Questionnaire was administered to 40 respondents who are registered as external customers of the department.The Pearson correlation was used to measure the significance of the relationship between service quality and customer satisfaction. The findings show that responsiveness was rated as the most dominant dimension of service quality followed by courtesy, reliability, access, tangibles, and security. The dimension of credibility, communication, understanding knowing the customer, and competence has non-significant relationship with customer satisfaction. This study concludes that these service quality dimensions should never be taken for granted in an effort to ensure customer satisfaction with the services provided by the public sector in Malaysia.