The Relationship Between Service Quality Dimensions and Customer Satisfaction in The Malaysian Public Service
DOI:
https://doi.org/10.24191/0x4ptk77Keywords:
customer satisfaction, government service delivery, malaysia, public service, service quality, servqualAbstract
This study investigates the impact of service quality dimensions on customer satisfaction within the Malaysian Public Service (MPS), utilizing the SERVQUAL framework. A quantitative, cross-sectional design was applied to a sample of 210 respondents who received services from government agencies in the semi-urban, historical context of Taiping, Perak. Data were analyzed using Pearson correlation and multiple regression via SPSS version 26. While Pearson correlation indicated that all five dimensions (Tangibility, Reliability, Responsiveness, Assurance, and Empathy) significantly correlate with satisfaction , multiple regression revealed that only Reliability and Empathy are significant predictors. Reliability emerged as the most dominant factor. Results suggest that in semi-urban administrative hubs, citizens prioritize the accuracy and dependability of service over physical infrastructure or speed. Public sector managers should prioritize "first-time right" service delivery and soft-skill training to enhance public trust.
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