Contact Us

For Marketing, Sales and Subscriptions Inquiries
2637 E Atlantic Blvd #43110
Pompano Beach, FL 33062
USA

Conference List

Quality Management Practices towards Customer Satisfaction in Local Authority Public Services Website

Ahmad Abdul Nadzir Romli

,

Syuhaida Ismail

Ahmad Abdul Nadzir Romli 1
Syuhaida Ismail 2

  1. Faculty of Civil Engineering, Universiti Teknologi Malaysia, Johor Bahru, Malaysia 1

  2. UTM Razak School of Engineering and Advanced Technology, Universiti Teknologi Malaysia, Kuala Lumpur, Malaysia 2


Abstract:

Malaysian national government undertook a comprehensive initiative in total quality management (TQM) that led to extensive implementation of TQM process in many of the government agencies. However, after more than 20 years of the ‘Excellence Work Culture’ program has been launched, the performance of local governments in Malaysia still receives much criticisms and complaints, suggesting the inability of these institutions in delivering high quality services to meet the expectation of public at large. Hence, this paper investigates the effectiveness of such program via its objectives of determining the current implementation of Quality Management Systems (QMS) at local governments’ organization and evaluating the effect towards the improvement of the Malaysian public service organization. This paper adopts questionnaire survey, websites observations and interviews as its research methodology. Respondents are selected from the people that involved as customers in Kuala Kangsar Municipal Council public services website. There are various backgrounds of people such as executives, non-executives and self-employs. Questionnaire forms were sent out to 100 people throughout Kuala Kangsar. From 63 copies of usable questionnaire, the overall service quality is rating agreeable. The assurance dimension has the highest gap difference between perception and expectation. However, overall results have high expectation on all dimensions of quality management practices towards customer satisfaction in Kuala Kangsar Municipal Council public services website. The outcomes of the study will help local governments in Malaysia understanding better for a process that leads to continual improvements in the organization that, in turn, result in customer satisfaction.
Contribution/ Originality

Keywords:


Reference:

  1. Abd Majid, M.Z. and R. McCaffer, 1997. Assessment of work performance of maintenance contractors in Saudi Arabia. Journal of Management in Engineering. ASCE. USA: American Society of Civil Engineers, 13: 91.
  2. Annan, K., 2002. Information and communication development. Information Society Surmit: 7. Available from http://www.int/wsis/annan.html [Accessed March 3].
  3. Bruce, O., 1995. Internet with a difference: Getting people hooked up. Available from www.zwren.org.zw/publications/information.
  4. Chua, R.Y.J. and S.S. Iyengar, 2006. Empowerment through choice: A critical analysis of the effects of choice in organizations. Res. Organisation Behaviour. New York, USA: Columbia University, 27: 41-79.
  5. Geralis, M. and M. Terziowski, 2003. A quantitative analysis of the relationship between empowerment practices and service quality customers. Total Quality Management & Business Excellence, 14(1): 45-62.
  6. Gronroos, C., 1990. Service management and marketing: Managing the moments of truth in service competition. Lexington, MA: Lexington Books.
  7. Hezri, A.A., 2004. Sustainability indicator system and policy process in Malaysia: A framework for utilization and learning. Journal of Environmental Management. USA: Elsevier, 73: 357-371.
  8. Ibrahim, F.W. and M.Z. Abd Karim, 2004. Efficiency of local governments in Malaysia and its correlates. International Journal of Management Studies, 11(1): 57-70.
  9. Malaysia Government Portals and Websites Assessment (MGPWA), n.d. Available from http://www.matrade.gov.my/en/about-matrade/matrades-success-story/malaysia-government-portals-and-websites-assessment-mgpwa [Accessed March 5].
  10. Martin, J.W., 1988. The information society. London: Aslib. pp: 179.
  11. Martin, J.W., 1995. The global information society. England: Aslib. pp: 3.
  12. Mohd-Ali, M.N., M.R. Mohd-Ishak, S.S. Syed-Ismail Aljefri, F.H. Fadzil, F.Z. Abdul-Hamid and M.S. Ismail, 2006. Corporate social responsibility awareness among accountants of local government in Malaysia local government’s accountant Conference, Langkawi, Kedah, Malaysia: 9-11.  [Accessed July, 2006].
  13. Official Portal of Public Complaints Bureau, 2013. Prime Minister Department. Available from www.pcb.gov.my [Accessed March 12].
  14. Official Website of Kuala Kangsar Municipal Council, 2014. Available from www.mpkkpk.gov.my [Accessed March 5].
  15. Sim, S., 2012. Penang Institute. Available from https://www.gooogle.com/search?hl=en&safe=off&site=&source=hp&q=Penang+Institute++Decentralization+in+Malaysia+%E2%80%93+Asking+the+difficult+questions&oq=Penang+Institute+Decentralization+in+Malaysia+%E2%80%93+Asking+the+difficult+questions&gs_l=hp.3. [Accessed May 25, 2012].
  16. Sureshchandar, G.S., C. Rajendran and R.N. Anantharaman, 2001a. A conceptual model for total quality management in service organizations. Total Quality Management, 12(3): 343-363.
  17. Sureshchandar, G.S., C. Rajendran and R.N. Anantharaman, 2001b. A holistic model for total quality service. International Journal of Service Industry Management, 12(3/4): 378-412.
  18. Sureshchandar, G.S., C. Rajendran and R.N. Anantharaman, 2002. The relationship between management’s perception of total quality services and customer perceptions of service quality. Total Quality Management, 13(1): 69-88.
  19. Wicks, A.M., 2009. A satisfaction-based definition of quality. Journal of Business and Economic Studies, 15(1): 82-97.
  20. Zeithaml, V.A., A. Parasuraman and L.L. Berry, 1990. Delivering service quality. New York: The Free Press.
  21. Zeithaml, V.A., A. Parasuraman and L.L. Berry, 1996. The behavioral consequences of service quality. Journal of Marketing. USA: American Marketing Society, 60: 31–46.

Statistics:

Google Scholor ideas Microsoft Academic Search bing Google Scholor

Funding:

Competing Interests:

Acknowledgement:


Related Article

( 1 ) Importance of Corporate Governance Quality and Voluntary Disclosures of Corporate Governance Information in Listed Malaysian Family Controlled Businesses
( 2 ) New Evidence on the Link Between Income Inequality and Misery Index: A Nonlinear Time Series Analysis
( 3 ) Ensuring Quality Provision of Education for All: Discovering Challenges Faced by Teachers of Students with Learning Disabilities in Regular Primary Schools in Masvingo District
( 4 ) Quality Management Practices towards Customer Satisfaction in Local Authority Public Services Website
( 5 ) Development, Preference Change, and Inequality in an Integrated Walrasian-General-Equilibrium and Neoclassical-Growth Theory
( 6 ) Measuring the Quality of Islamic Banks Services and Its Impact on Customers Satisfaction A Survey Study on the Islamic Banks Customers in Lattakia-Syria
( 7 ) The Effect of Access and Quality of Education on Economic Development in Botswana
( 8 ) Quality of Accounting Reporting After the IFRS Adoption in Nigeria
( 9 ) Impact of FDI on Environmental Quality of China
( 10 ) The Effect of Personal Factors on the Customer Rating of the Quality of Services of the Islamic Banks Operating in the Syrian Coast
( 11 ) Panel Data Analysis of the Impact of Economic Freedom as Well as Economic Conditions, The Quality of Life, and Public Education Spending on U.S. Undocumented Immigrant Settlement Patterns
( 12 ) Measuring the Quality of Health Services in Lattakia Province Patients' Perspective (Field Study of Health Centers in Jableh City)
( 13 ) Specifying Quality of Governance in Transition Economies with Cluster Analysis
( 14 ) Service Quality and Outpatients Satisfaction in Public Hospitals in Malaysia
( 15 ) Investigate Airport Service Quality- A Case Study of Airports in Shanghai
( 16 ) The Dimensions of the Quality Perceived by Users in a Clinical Analysis Laboratory of A University Hospital
( 17 ) Factors Influencing Audit Expense and Quality in an Emerging Economy: A Study on Bangladesh
( 18 ) The Development of Participated Environmental Education Model for Sustainable Mangrove Forest Management on Eastern Part of Thailand
( 19 ) Earnings Management and Stock Market Returns
( 21 ) The Influence of Information Technology and Communication Supply Chain Management Performance for Greater SME Manufacturing in Aguascalientes
( 22 ) Benefit-Cost Analysis of Alternative Insect Pests Management in Cashew and Mango Orchards in Tanzania
( 23 ) Moderating Effects of Project Management Experience, Project Team Size, Project Duration and Project Value Size on the Relationship between Project Manager’s Leadership Roles and Project Team Effectiveness in Malaysia
( 24 ) The Role of Strategic Planning on the Management of Organizational Change
( 25 ) Determinants of Share Price Movement in Nigeria -The Management Perspective
( 26 ) Various International Experiences in Waste Management - Useful Lessons for Algeria
( 27 ) A Negative Rational Pigs Game and its Applications to Website Management
( 28 ) Decision-Making on Working Capital Management, Based on Industry Differences
( 29 ) Africa's Human Capital Development: Is Public Finance Management an Effective Strategy?
( 30 ) Activity Cost Management and its Effect on Enterprise Productivity
( 31 ) Determinant Analysis of Productivity on Rice Management in Indonesia
( 32 ) Management of The CFA Franc: What are the Fundamentals of the Real Exchange Rate in West African Economic and Monetary Union (WAEMU)?
( 33 ) Up or Down! House Management and Public Finance Theory from America’s Era of Hastert
( 34 ) Change Management and Firm Performance of Selected Deposit Money Banks in Owerri, Imo State, Nigeria
( 35 ) The Contingent Fit between Management Control System and Capabilities on Sustainability Performance
( 36 ) Risk Management and Shareholders’ Wealth Maximization
( 37 ) International Financial Reporting Standards Adoption and Earnings Management: The Fundamental Effect Framework
( 39 ) Developing a Conceptual Model for Antecedents of Resistance to Change towards Sustainable Construction Practices
( 40 ) An Enquiry into the Contributions of Microfinance Institutions Towards the Development of Small Scale Business in Nigeria
( 42 ) Managing Public Perception towards Local Government Administration
( 43 ) A Factor Analysis Approach Towards a Study of the Factors Affecting Students’ Choice of Higher Education Institution: A Case Study of a Private Institution (Twintech International University College of Technology)
( 44 ) The Importance of Public Administration Towards Achieving Good Governance for Positive National Development by Using SmartPLS 3
( 45 ) Conceptualisation of Lack of Discipline and Probity as the Main Cause towards Good Governance Practice
( 46 ) Assessing the Perceived Value of Customers for being Satisfied towards the Sustainability of Hypermarket in Malaysia
( 47 ) Effect of Brand Enhancement on Buying Behavior towards the Sport Sponsorship Companies in Riyadh, KSA
( 48 ) Self-Efficacy and Entrepreneurial Mindset: Towards Societal Re-Engineering
( 50 ) Towards a Proposal of a Local Authority Model Based on the Systemic Approach
( 51 ) A Process Model for Conformance of Health Information Systems: Towards National Interoperability
( 54 ) The Internal Branding Process: Customer Reprofiling and Brand Positioning (Empirical Study on Traditional Snack Food in Bandung-Indonesia)
( 55 ) Effect of Media Transportation and Advertising Transportation on Customers Responsiveness
( 58 ) Critical Review of Literature on Brand Equity and Customer Loyalty
( 59 ) Relationships among Team Trust, Team Cohesion, Team Satisfaction and Project Team Effectiveness as Perceived by Project Managers in Malaysia
( 62 ) Effects of Environmental Satisfaction on Family Displacement Case Study: Gohar Dasht Region, Karaj City
( 64 ) Satisfaction with Applications Fuels the Growth of Mobile Wallet Use in Thailand
( 65 ) A Review on Criteria for Green Infrastructure to be Adopted by Local Authorities
( 66 ) Geographical Starting Points the Analysis of Current Rural Problems in Montenegro: Case Study of Rural Local Community Kralje
( 67 ) Conceptual Framework of Green Infrastructure Performance Evaluation for Local Authority
( 69 ) Local Governance and Service Delivery in Zimbabwean Local Authorities: The Case of Harare and Masvingo Urban Municipalities
( 70 ) Promoting Local Acceptability of International Oil Companies (IOCS) Through Corporate Social Responsibility (CSR): The Case of Tullow Oil in Ghana
( 71 ) Rural Saving Mobilizations and Economic Development in Akamkpa Local Government Area of Cross River State - Nigeria
( 73 ) Rural Roads Infrastructure and Agricultural Products Distribution: A Focus on Akure South Local Government Area, Ondo State, Nigeria
( 74 ) A Case Study of Local Government Implementation of the Ward Based Local Economic Development (LED) Program
( 75 ) The Impact of Organisational Culture on Public Sector Performance: A Case Study of Local Authorities in Zimbabwe
( 76 ) Value for Money (VFM) Audit and Public Sector Performance in Afikpo North Local Government Area of Ebonyi State, Nigeria
( 81 ) Public Infrastructure Spending and Economic Growth in Nigeria: An Error Correction Mechanism (ECM) Approach
( 82 ) Social Security; A Public Policy for Good Governance in Nigeria: The Role of Nigerian Legislature