文章基本信息

标题：Service Quality and Public Satisfaction at Urban Transformation Centre (UTC) Kuala Lumpur (KL)
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作者：Nabilaa Mohamed ; Abdul Jalil Mohamed Ali
期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2019
卷号：9
期号：6
页码：1262-1276
DOI：10.6007/IJARBSS/v9-i6/6152
语种：English
出版社：Human Resource Management Academic Research Society
摘要：This study deals with the analysis of service quality and public satisfaction at UTC KL. This is a quantitative study where 341 questionnaires were distributed to the public directly when getting services at UTC KL. This study was conducted to examine the level of service quality provided to customers, to identify which part of the service provided was most influential to public satisfaction and to investigate whether the service quality provided by public organizations located at UTC KL can influence public satisfaction. Based on the research findings the level of service quality provided is moderate. This means they must strive to increase their service quality delivery. Besides that, the empathy dimension of service quality is the dimension that most influences public satisfaction compared to other dimensions. Lastly, the researcher found that empathy and responsiveness have a correlation to public satisfaction and the other three dimensions of service quality do not correlate with public satisfaction. The public organizations located at UTC KL should be more responsive to the public in order to increase the satisfaction of public toward government services. The government should understand public’s needs in order to increase the level of service quality as well as public satisfaction.