文章基本信息

标题：Operational Issues in Malaysian Local Authority: Value of Intermediaries Services toward Client Satisfaction
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作者：Sharinaz Samsudin ; Sharinaz Samsudin ; Shireen Haron 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2012
卷号：68
页码：844-854
DOI：10.1016/j.sbspro.2012.12.271
语种：English
出版社：Elsevier
摘要：AbstractThis paper aims to determine the value of intermediaries’ services toward the client satisfaction in the Local Authority in Malaysia in the process of issuance and renewal of business licenses in Petaling Jaya City Council (PJCC). The mediating effect of the intermediaries between the operational issues in PJCC and client satisfaction was evaluated. A purposive sampling technique was used in this study. The findings show that there is an effect of intermediaries towards operational issues and the client satisfaction. Finally, the study highlights some recommendations that can help top management of PJCC in ensuring higher level of satisfaction among the clients.
关键词：Local authority;value of intermediaries;client satisfaction