Pengaruh kualiti perkhidmatan dan tadbir urus yang baik terhadap kepuasan pelanggan di MBAS

• Main Author: Bohari, Md Yusof
• Format: Thesis
• Language: English; English; English
• Published: 2018
• Subjects: HD58.9 Organizational Effectiveness.; HF5415.33 Consumer Behavior.; HF5546-5548.6 Office Management
• Online Access: https://etd.uum.edu.my/9945/1/s821920_01.pdf; https://etd.uum.edu.my/9945/2/s821920_02.pdf; https://etd.uum.edu.my/9945/3/s821920_rujukan.docx; https://etd.uum.edu.my/9945/

The focus of the study is to review the relationship and influence of the quality of service and good governance towards customer satisfaction in local authority areas. The motivation of this study was driven by previous research highlights showing that there is still little research on joint implementation of the basic elements of good governance and service quality dimensions affecting the satisfaction of local authority customers. Therefore, this study uses the Agency Theory and the Servqual Model to review the likelihood of the influence and the relationship between independent variables on customer satisfaction in the conceptual framework. With a quantitative approach, a questionnaire was developed through a detailed review of the work by involving a population of 124,948 residents living in Alor Setar. A total of 384 respondents have responded to this study. Data were analyzed using SPSS software. The findings show that service quality has a positive relationship with customer satisfaction, and good governance also has a positive relationship with customer satisfaction. While good governance elements and service quality dimensions simultaneously have also shown a positive impact on customer satisfaction. Customer satisfaction increases when the organization performs significant dimensions, responsiveness, assurance, empathy and reliability together with accountability, transparency and efficiency. This study demonstrates that the quality of service and good governance is complementary to ensuring the best service delivery. Local authorities are advised to focus on programs related to service quality dimensions and good governance elements. The findings contributed theoretically, practically and methodologically by implicating academics, policy makers and local authorities. In the future, it is proposed that research involving all local authorities in Malaysia be conducted so that the findings are more focused and comprehensive.