Service Quality in Malaysian Public Organizations

By Ilhaamie Abdul Ghani Azmi.

Published by The Organization Collection

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Article: Print $US10.00
Article: Electronic $US5.00

Service quality is important in public sector due to the new public management policy which needs public organizations to compete among themselves. Given the limited budgets, service quality is the answer to the effectiveness and efficiency problems. Therefore, this study is conducted in Malaysian public service where the external customers are the best assessors. Using convenience sampling technique, 3,000 copies of SERVQUAL instrument were distributed to 300 public organizations located throughout Malaysia. About 992 useable questionnaires were collected. From the validity test, it shows that there are three dimensions of service quality found in the Malaysian public organizations which are service provisions, tangible and empathy. The overall service quality is quite good and tangible is the most important dimension. However, due to the expectation disconfirmation paradigm or theory used, customers’ expectations exceed their perceptions. Therefore, they are not satisfied with the services provided by these organizations especially in tangible dimension. However, majority of the respondents do not complain either to the Public Complaint Bureau or to the other public agencies. In line with Ndubisi & Tam (2005)’s findings, consumers who choose to complain are found to be relatively younger, receive higher income and are more educated.

Keywords: Service Quality, SERVQUAL, Satisfaction, Public Service, Malaysia

International Journal of Knowledge, Culture and Change Management, Volume 8, Issue 5, pp.129-138. Article: Print (Spiral Bound). Article: Electronic (PDF File; 566.590KB).

Dr. Ilhaamie Abdul Ghani Azmi

Head/Lecturer, Department of Syariah and Management, Academy of Islamic Studies, Universiti Malaya, Kuala Lumpur, Malaysia

Currently, I am the Head of Department of Syariah and Management starting from January 2008. Previously, I hold the same post for two years from 2002-2003. I am a PhD, MBA, BBA and DESL holder. My fields of interest are service quality, competency and human resource management in public sector. Recently, I presented papers in international conferences in Malaysia, Thailand and UAE on human resource management and service quality in Malaysian public organizations.


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