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Public Governance, Service Delivery and Institutional Image

In: Concepts of Corporate Governance and Public Governance

Author

Listed:
  • Zalfa Laili Hamzah

    (Universiti Malaya, Faculty of Business and Economics)

  • Noor Adwa Sulaiman

    (Universiti Malaya, Faculty of Business and Economics)

  • Maria Mohd Ismail

    (Universiti Malaya, Faculty of Business and Economics)

Abstract

This chapter discusses the pivotal role of public governance in enhancing the efficiency, transparency, and responsiveness of public service delivery performance, that result in public perception of government branding through its institutional image. It begins by outlining the core principles of good governance including accountability, integrity, transparency, participation, and strategic vision. These principles are set as essential foundations for equitable and effective public administration. The chapter examines the reinventing government movement, advocating reforms such as decentralisation, to address outdated bureaucratic systems. Persistent governance challenges are discussed, including non-compliance with laws, corruption, weak transparency, exclusion of marginalised groups, bureaucratic inefficiency, and excessive centralisation that undermines local governance capacity. The analysis highlights how poor governance erodes trust, wastes public resources, and exacerbates inequalities. It also underscores the detrimental impact of political interference, weak institutional frameworks, and economic constraints. The chapter concludes with practical recommendations by strengthening institutions, fostering ethical leadership, engaging citizens, and leveraging digital technology. All these are critical to overcome governance failures and ensure sustainable, citizen-focused public service delivery in a complex and evolving societal context.

Suggested Citation

  • Zalfa Laili Hamzah & Noor Adwa Sulaiman & Maria Mohd Ismail, 2026. "Public Governance, Service Delivery and Institutional Image," Springer Books, in: Concepts of Corporate Governance and Public Governance, chapter 8, pages 155-169, Springer.
    • Handle: RePEc:spr:sprchp:978-981-95-2449-5_8
    DOI: 10.1007/978-981-95-2449-5_8
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