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Evidence of Municipal Awareness as a Construct for Enhancing Citizen Satisfaction in Municipal Council of Malaysia

Author

Listed:
  • Muhammad Umar Bello

    (Abubakar Tafawa Balewa University)

  • David Martin @ Daud Juanil

    (Universiti Tun Hussein Onn Malaysia)

  • Rozilah Kasim

    (Universiti Tun Hussein Onn Malaysia)

  • Muhammad Najib Razali

    (Universiti Teknologi Malaysia)

  • Yunos Ngadiman

    (Universiti Tun Hussein Onn Malaysia)

  • Talib Bon

    (Universiti Tun Hussein Onn Malaysia)

Abstract

This research study critically analysed the existing literature on municipal awareness relevancy of Municipal councils’ service delivery for the purpose of enhancing citizen satisfaction. The purpose of the study is the investigation of citizen satisfaction level of municipal services. Analysis of the existing literature on the relationship between municipal awareness and citizen satisfaction. The Material and methods were carried out using secondary data and were meticulously and critically analysed to come up with reliable results. The study shows the relevancy of the public awareness, citizen satisfaction and municipal council performance in Malaysia. It is evident in the research that citizen consent is important before municipal services should be provided in the local community. The research study highlighted many discrepancies in many kinds of literature related to the existing research study, the evidence-based analysis was carried out to buttress importance and significance of the related study to the research work. The literature was reviewed to ascertain the current happening in the area of local government service delivery. The study shows that many municipal councils in Malaysia provide adequate and satisfactory services to their citizens’. The study also revealed that municipal council plays an important role in citizen awareness of municipal service delivery. The study concludes that municipal service delivery can be enhanced through citizen awareness campaign, to sensitise the local community on various aspects of service delivery including maintenance of the facilities provided. The study also concludes that Municipal councils lack awareness section affects their performance in service delivery process. The study recommends that Municipal councils officials need to be consulted the citizen for their needs and wants; awareness campaign needs to be regularly carried out to maintain cordial relationship between Municipal councils and their citizen; it is also recommended that municipal services should be delivered the needed services by the local inhabitants’ after duly consultation.

Suggested Citation

  • Muhammad Umar Bello & David Martin @ Daud Juanil & Rozilah Kasim & Muhammad Najib Razali & Yunos Ngadiman & Talib Bon, 2018. "Evidence of Municipal Awareness as a Construct for Enhancing Citizen Satisfaction in Municipal Council of Malaysia," Traektoriâ Nauki = Path of Science, Altezoro, s.r.o. & Dialog, vol. 4(2), pages 1001-1012, February.
    • Handle: RePEc:pos:journl:31-1
    DOI: 10.22178/pos.31-2
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    References listed on IDEAS

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    Cited by:

    1. Bostancı, Bülent & Erdem, Nuri, 2020. "Investigating the satisfaction of citizens in municipality services using fuzzy modelling," Socio-Economic Planning Sciences, Elsevier, vol. 69(C).

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    More about this item

    Keywords

    municipal awareness; municipal councils; service delivery; local community; service quality.;
    All these keywords.

    JEL classification:

    • L85 - Industrial Organization - - Industry Studies: Services - - - Real Estate Services
    • R3 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Real Estate Markets, Spatial Production Analysis, and Firm Location

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