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Title: Investigations into the quality of public services in Malaysia
Author: Bahari, Azimuddin Bin
ISNI:       0000 0001 3435 4702
Awarding Body: University of Stirling
Current Institution: University of Stirling
Date of Award: 1999
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This thesis emerged as a result from the desire to know how the Public Service of Malaysia is coping up with the demands of quality services from the public. The Public Service, in meeting the aspirations of the Government, on providing quality services to the public, has introduced a number of quality programmes. In spite of this positive move to inculcate a quality work culture among the Public Service employees, the public is said to be still complaining about public services. In this situation, investigations are required to determine the true status of the level of quality of services delivered by the Public Service. These investigations involved measuring service quality and the SERVQUAL instrument of measuring service quality, which has been tested for its reliability, has been introduced. After obtaining the measurements, shown in the form of service quality gaps, further investigations was carried out to identify the cause of the service quality gaps. It was discovered that service quality can be affected by the internal service gaps and in this case, the service performance gap is the main cause of the service quality gap. Further investigations narrowed down the cause of the service quality gap to performance appraisal. Therefore insight was gained about the improper implementation of performance appraisal which can affect quality. The invaluable findings obtained from the thesis about the Public Service prompted suggestions to be made about ways of improving quality services delivered by the Public Service.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available
Keywords: Social services Malaysia Administration ; Public administration Malaysia ; Public utilities Malaysia