Universiti Teknologi Malaysia Institutional Repository

Evidence of municipal awareness as a construct for enhancing citizen satisfaction in municipal council of Malaysia

Bello, Muhammad Umar and Juanil, David Martin @ Daud and Kasim, Rozilah and Mohamed Razali, Muhammad Najib and Ngadiman, Yunos and Bon, Talib (2018) Evidence of municipal awareness as a construct for enhancing citizen satisfaction in municipal council of Malaysia. Path Of Science: International Electronic Scientific Journal, 4 (2). pp. 1001-1012. ISSN 2413-9009

Full text not available from this repository.

Official URL: http://dx.doi.org/10.22178/pos.31-2


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.

Item Type:Article
Uncontrolled Keywords:municipal awareness, municipal councils, service delivery, local community, service quality
Subjects:H Social Sciences > H Social Sciences (General)
Q Science > Q Science (General)
Divisions:Built Environment
ID Code:82008
Deposited By: Yanti Mohd Shah
Deposited On:30 Sep 2019 09:00
Last Modified:14 Oct 2019 04:05

Repository Staff Only: item control page