Assessing Service Satisfaction: Insights from Pasir Gudang Municipal Council

Abstract

In the dynamic socio-economic context, demand for high-quality government services is rising. Despite Malaysian government reforms, public dissatisfaction persists with government agency services. This study uses Parasuraman, Zeithaml, and Berry's service quality model to examine the gap between public expectations and satisfaction, specifically with Pasir Gudang Municipal Council's services. It aims to evaluate the council's service quality and public satisfaction levels. Significant findings reveal disparities between the council's services and public expectations, especially in "empathetic concerns," "dependable responses," and "physical facilities." While the council meets basic service needs, enhancing focus on the public's specific needs is crucial for improving overall satisfaction.

Keywords: Pasir Gudang Municipal Council, Service Quality, Degree of Expectation, Satisfaction

DOI: 10.7176/PPAR/14-1-01

Publication date: January 31^st 2024