Abstract
One of the biggest challenges in public sector is to make the customer satisfied. The service provider of public sector in Malaysia face greater challenge in making their customers happy due to the lame systems. This paper attempts to develop a general framework by examining the concepts of professionalism, accountability, work quality, and customer satisfaction. The main purpose of this study is to increase the customer satisfaction by focusing on effectiveness, efficiency and productivity of a RMP staff through professionalism and accountability. In this study, the convenience sampling is used for data collection. A total of 86 respondents were participated in this research. The data has been gathered from the respective employees of the front-line services to measure the customer satisfaction based on the employees. The attempt of this paper is to improve the Effectiveness, Efficiency, and Productivity for the service delivery in public sector.
Highlights
Public service delivery is viewed as an essential factor, in which it mirrors a country’s image (Selvanathan, 2015)
According to the Public Complaints Bureau (2016) statistics, the public seemed to be displeased with the police the most, which can be seen whereby the Royal Malaysian Police was ranked at 1st place among government agencies polled
The result output is discussed as follows: The Kolmogorov-Smirnov test is used to verify the normal distribution of work quality and customer satisfaction
Summary
Public service delivery is viewed as an essential factor, in which it mirrors a country’s image (Selvanathan, 2015). Public services are often seen as a failure in many nations such as certain countries in Europe (Van de Walle, 2016), Taiwan (Kim & Jang, 2016), China (Xu & Wu, 2016), U.S (Sachs, 2009), Malaysia (Selvanathan, Balasubramaniam, & Thanaraju, 2012), and so on. In Malaysia, public’s impression towards the public services are generally poor. This can be seen through the complaints from the public towards the government agencies (Selvanathan, 2015). According to the Public Complaints Bureau (2016) statistics, the public seemed to be displeased with the police the most, which can be seen whereby the Royal Malaysian Police was ranked at 1st place among government agencies polled. This study aims to examine attitude (professionalism and accountability among government agency staff) in Royal Malaysian Police, which could help improve the work quality of the government agency, while surveying on public’s satisfaction towards Royal Malaysian Police
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