Citizen assessment on expectation and performance among frontliners before and during the first wave of Covid-19 catastrophe / Siti Hajjar Mohd Amin ... [et al.]
Numerous studies have characterised citizen happiness in various ways. Citizens' satisfaction has long been disputed in numerous situations, which might impact government and public service providers (Elrehail et al., 2019; Jilke, 2018; Li et al., 2013; Suchánek & Králová, 2018; Wang, 2010;...
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| Main Authors: | , , , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2021
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/54268/1/54268.pdf https://ir.uitm.edu.my/id/eprint/54268/ |
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| Summary: | Numerous studies have characterised citizen happiness in various ways. Citizens' satisfaction has long been disputed in numerous situations, which might impact government and public service providers (Elrehail et al., 2019; Jilke, 2018; Li et al., 2013; Suchánek & Králová, 2018; Wang, 2010; Zenker & Rütter, 2014). Citizens may evaluate services purely for their advantage or the benefit of all users (Song et al., 2020). Expectations, experiences, and prior attitudes all play a part in citizen satisfaction. A crisis is one factor that influences citizen satisfaction (Lakovic, 2021; Venetoklis, 2021). A crisis underlines the need for comprehensive crisis preparedness and management in the public sector. Amid great uncertainty, political and administrative authorities perceive a threat to society's fundamental ideals and/or life-sustaining institutions (Rosenthal et al., 1989). Malaysia has been in shock for about two years due to political and epidemic events, with severe socio-political repercussions. |
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