Zakaria, Zaherawati
(2013)
Customer satisfaction on municipal services: A case study of Sungai Petani.
PhD thesis, Universiti Sains Malaysia.
Abstract
Kementerian Perumahan dan Kerajaan Tempatan telah memperkenalkan “Key Performance Indicators” (KPIs) untuk meningkatkan mutu perkhidmatan awam kepada pelanggan dan pihak-pihak berkepentingan. Berdasarkan kepada pencapaian di dalam projek-projek terpilih di bawah KPIs, satu pekeliling pentadbiran telah dikeluarkan pada Mei 2005 bagi menyediakan panduan dan arahan di dalam pelaksanaan KPIs untuk mengukur kecekapan dan keberkesanan kepuasan pelanggan. Di samping itu, Biro Pengaduan Awam (BPA) telah diperkenalkan dalam usaha mengendalikan aduan yang diterima daripada orang ramai. Secara purata, 50 peratus daripada aduan yang diterima adalah melibatkan kegagalan atau kelewatan memberi maklumbalas terhadap keperluan pelanggan secara efektif. Walaubagaimanapun, di sebalik penambahbaikan yang diperkenalkan, banyak kajian dalam kepuasan pelanggan di Malaysia masih lagi di tahap rendah terutamanya dalam perkhidmatan perbandaran.
Ministry of Housing and Local Government has introduced the Key Performance Indicators (KPIs) to as enhance the delivery of public services to customers and stakeholders. Based on the results of the pilot projects under KPIs, an administration circular was issued in May 2005 to provide guidelines on the implementation of KPIs as to measure the efficiency and effectiveness of customer satisfaction. In particular, the Public Complaints Bureau stepped up efforts to promptly deal with complaints received from the public. On average, 50 per cent of complaints received were on the failure or delays in attending or responding to the needs of customers effectively. However, despite these efforts, past studies on customer satisfaction in Malaysia highlight low awareness from the public in municipal services.
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