Citizen assessment on expectation and performance among frontliners before and during the first wave of Covid-19 catastrophe / Siti Hajjar Mohd Amin ... [et al.]

• Main Authors: Mohd Amin, Siti Hajjar, Abdullah, Aida, Mohamed Ali, Abdul Jalil, Mohd Shafie, Siti Aishah, Mohd Wahid, Siti Daleela
• Format: Conference or Workshop Item
• Language: English
• Published: 2021
• Subjects: Perception; Motivation; Affection. Feeling. Emotion; Statistical data
• Online Access: https://ir.uitm.edu.my/id/eprint/54268/1/54268.pdf; https://ir.uitm.edu.my/id/eprint/54268/

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.