IDEAS home Printed from
   My bibliography  Save this article

The Customer Satisfaction Status towards Core Governmental Services in Malaysia


  • Mahiswaran Selvanathan
  • Sugumaran Selladurai
  • Sarjit Gill
  • Puvaneswaran Kunasekaran
  • Pei Jun Tan


This present study examines the level of customer satisfaction of three government agencies Royal Malaysian Police (RMP), National Registration Department (NRD), and the Public Works Department (PWD) in Malaysia. Studies on these three government agencies were conducted in Selangor, Johor, Perak, and Pulau Pinang since these agencies in these states received the highest complaint from consumers. A total of 270 employees and 627 customers from these three agencies of the four states were the respondents of the present study. Results showed customers are not satisfied with the services given by the government agencies (RMP, NRD, and PWD). Therefore, efforts to improve employee’s attitudes, and more reforms in the areas of work should be continued by the Government of Malaysia in government agencies in order to maintain the excellent work.

Suggested Citation

  • Mahiswaran Selvanathan & Sugumaran Selladurai & Sarjit Gill & Puvaneswaran Kunasekaran & Pei Jun Tan, 2016. "The Customer Satisfaction Status towards Core Governmental Services in Malaysia," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(5), pages 211-211, April.
  • Handle: RePEc:ibn:ijbmjn:v:11:y:2016:i:5:p:211

    Download full text from publisher

    File URL:
    Download Restriction: no

    File URL:
    Download Restriction: no

    References listed on IDEAS

    1. Olgun Kitapci & Ibrahim Taylan Dortyol & Zührem Yaman & Mustafa Gulmez, 2013. "The paths from service quality dimensions to customer loyalty," Management Research Review, Emerald Group Publishing Limited, vol. 36(3), pages 239-255, March.
    2. Mihaiu, Diana Marieta & Opreana, Alin & Cristescu, Marian Pompiliu, 2010. "Efficiency, Effectiveness and Performance of the Public Sector," Journal for Economic Forecasting, Institute for Economic Forecasting, vol. 0(4), pages 132-147, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Bongsuk Sung & Myung-Bae Yeom & Hong-Gi Kim, 2017. "Eco-Efficiency of Government Policy and Exports in the Bioenergy Technology Market," Sustainability, MDPI, vol. 9(9), pages 1-18, September.
    2. MIHAIU Diana Marieta, 2015. "Considerations Regarding Performance Measurement In The Public Sector," Revista Economica, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 67(Supplemen), pages 70-86, September.
    3. Raed A. M. Iriqat & Mohannad A. M. Abu Daqar, 2017. "The Impact of Customer Relationship Management on Long-term Customers’ Loyalty in the Palestinian Banking Industry," International Business Research, Canadian Center of Science and Education, vol. 10(11), pages 139-147, November.
    4. NakHyeok Choi & Kyujin Jung, 2017. "Measuring Efficiency and Effectiveness of Highway Management in Sustainability," Sustainability, MDPI, vol. 9(8), pages 1-15, August.
    5. Sharma, Piyush & Ueno, Akiko & Kingshott, Russel, 2021. "Self-service technology in supermarkets – Do frontline staff still matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    6. Mohsin Shahzad & Muhammad Shaukat Malik & Muhammad Irfan, 2019. "Quality and Customer Loyalty in Islamic Banks: Religiosity as a Moderator by using Andrew Hayes model," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 7(4), pages :379-396, December.
    7. Jeremiah Kau Makokoane, 2020. "Evaluating Productivity and Efficiency Contradictions of Metrorail South Africa," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 6(3), pages 7-19, March.
    8. Vázquez-Suárez, Luis & Mejía-Vásquez, Pericles Ramón & Serafim da Silva, Sheila & Sánchez-Gómez, Roberto, 2022. "Gender’s moderating role in the relationship between organisational form and performance in the Spanish supermarket industry," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    9. Arora, Nitin & Talwar, Shubhendra Jit, 2020. "Modelling efficiency in budget allocations for Indian states using window based non-radial non-concave metafrontier data envelopment analysis," Socio-Economic Planning Sciences, Elsevier, vol. 70(C).
    10. Ali M. S. Al-Raqadi, 2020. "Progressive evolutionary frameworks: application of ‘a system of forces’ and EoT for OPMP/SURSP," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 11(1), pages 155-174, February.
    11. Rawan Alafeshat & Uju Violet Alola, 2018. "Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 167-176, September.
    12. Ali Saleh Ahmed Alarussi, 2021. "Effectiveness, Efficiency and Executive Directors’ Compensation Among Listed Companies in Malaysia," SAGE Open, , vol. 11(4), pages 21582440211, October.
    13. Luciano Marchi & Manuela Bertei, 2016. "Performance Audit in the Public Sector. What is the contribution to the Performance Management?," MANAGEMENT CONTROL, FrancoAngeli Editore, vol. 2016(3), pages 49-63.
    14. Patricia Kefilwe Madigele, 2018. "Efficiency of common-pool resource institutions: focusing on water users associations in South Africa," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 20(2), pages 825-840, April.
    15. Fuad Cergic, 2019. "An Impact of Public Policy on the Financial Performance of Public Institutions," Eurasian Journal of Business and Management, Eurasian Publications, vol. 7(4), pages 21-27.
    16. Wu He & Xin Tian & Andy Hung & Vasudeva Akula & Weidong Zhang, 2018. "Measuring and comparing service quality metrics through social media analytics: a case study," Information Systems and e-Business Management, Springer, vol. 16(3), pages 579-600, August.
    17. Andreea Hancu-Budui & Ana Zorio-Grima & Jose Blanco-Vega, 2020. "Audit Institutions in the European Union: Public Service Promotion, Environmental Engagement and COVID Crisis Communication through Social Media," Sustainability, MDPI, vol. 12(23), pages 1-32, November.
    18. Sebastian Ion Ceptureanu & Eduard Gabriel Ceptureanu & Cristian Eugen Luchian & Iuliana Luchian, 2018. "Community Based Programs Sustainability. A Multidimensional Analysis of Sustainability Factors," Sustainability, MDPI, vol. 10(3), pages 1-15, March.
    19. Pavol Ochotnický & Jozef Jankech, 2020. "Úspešné koncepty politiky redukcie verejných dlhov po kríze [Successful Concepts of Post-Crisis Public Debt Reduction Policy]," Politická ekonomie, Prague University of Economics and Business, vol. 2020(2), pages 168-193.
    20. Godwin Kwemarira & Munene J. C. Kigozi & Joseph Mpeera Ntayi & Isaac Wazinge Magoola, 2021. "Accountability as a Mediator between Deontological Ethical Orientations and Public Interest in Ugandan Public Primary Schools," Public Organization Review, Springer, vol. 21(3), pages 491-509, September.

    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General


    Access and download statistics


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ibn:ijbmjn:v:11:y:2016:i:5:p:211. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Canadian Center of Science and Education (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.