SERVICE AND GOVERNANCE QUALITY OF MALAYSIAN LOCAL AUTHORITIES : A SURVEY OF TWO CITY COUNCILS / By HAZMAN SHAH ABDULLAH
By: Hazman Shah Abdullah [author].
Material type:
BookPutrajaya, Wilayah Persekutuan, Malaysia : Perdana Leadership Foundation, ©2017Description: 158 pages : illustrations, charts, maps ; 22 cm.Content type: rdacontent Media type: rdamedia Carrier type: rdacarrierISBN: 9789670821023.Subject(s): Corporate governance -- Malaysia | Total government management -- Malaysia | Municipal government -- MalaysiaSummary: Since the 1980's the New Public Management (NPM)-inspired reforms have mainly focused on public delivery systems. This consumerist and outcomes-based approach has, without a doubt, resulted in considerable improvements in public service quality. The implicit theory S that improving citizen satisfaction with public services will enhance support for, and trust in, government. Paradoxically, rising citizen satisfaction with public services co-exist with declining trust in authority or government. It is submitted that service quality changes are not enough to improve public trust. Governance quality (rule of law, transparency, accountability, integrity and participation) rather than service quality the primary driver of trust. This study examines the perceptions of a selected group of residents in two local authorities, Johor Bahru and Kota Bharu, with respect to the service and governance quality of their respective local authorities (LA). Twenty residents from the two LAS were also interviewed to gain deeper insight about the very same issues surveyed. The findings supported the argument that service quality had little influence on trust.
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Bibliography: pages 121-137
Since the 1980's the New Public Management (NPM)-inspired reforms have mainly focused on public delivery systems. This consumerist and outcomes-based approach has, without a doubt, resulted in considerable improvements in public service quality. The implicit theory S that improving citizen satisfaction with public services will enhance support for, and trust in, government. Paradoxically, rising citizen satisfaction with public services co-exist with declining trust in authority or government. It is submitted that service quality changes are not enough to improve public trust. Governance quality (rule of law, transparency, accountability, integrity and participation) rather than service quality the primary driver of trust. This study examines the perceptions of a selected group of residents in two local authorities, Johor Bahru and Kota Bharu, with respect to the service and governance quality of their respective local authorities (LA). Twenty residents from the two LAS were also interviewed to gain deeper insight about the very same issues surveyed. The findings supported the argument that service quality had little influence on trust.
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