Serving the Local Community Customers: Evidence from Multi-Cultural Malaysia (original) (raw)

2012

Abstract

ABSTRACTThis paper explores the relationships among service quality, trust, communication effectiveness, customer satisfaction and customer loyalty in public service delivery. This paper hopes to understand the service quality in service delivery of a government department (i.e., District Office). The survey research addresses key relationships among service quality dimensions, trust, communication effectiveness customer satisfaction and customer loyalty in the public services. Structured questionnaire was designed and used to collect data from the customers. A total of 200 respondents, reflecting normal distribution based on the population and demographic factors were randomly selected. Respondents were queried on their knowledge and preference level of the service delivered by the District Office. The findings indicate that responsiveness, reliability and empathy are among the important dimensions of the service quality that will influence the customer satisfaction and loyalty. Em...

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