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2015 | vol. 7, nr 1,2 | 14--26
Tytuł artykułu

The Effects of Employees' Attitude on Excellent Work Quality among Malaysian Government Employees towards Customers' Satisfaction

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This study consists of three government agencies, Royal Malaysian Police (RMP), National Registration Department (NRD) and the Public Works Department (PWD) in Malaysia. Studies on the three government agencies are covering services provided, functions, effectiveness, and efficiency of the employees working in these agencies. A total of 270 respondents from three government agencies of Royal Malaysian Police (RMP), National Registration Department (NRD) and the Public Works Department (PWD) in Malaysia were selected to answer the questionnaire in this study. Results showed that empowerment has a positive relationship with effectiveness, efficiency and productivity of an employee. Meanwhile, responsiveness has a positive relationship with effectiveness and efficiency of an employee. Customer satisfaction showed a negative correlation with effectiveness, efficiency and productivity of an employee. Employees' attitude is important in government agencies in improving the quality of the excellent work of a government agency. Thus, the attitude of these workers should be given serious attention by the government to improve the quality of services of government agencies in Malaysia. In addition, the government agency in Malaysia should also give attention to the customer so that customer satisfaction can be improved. (original abstract)
Opis fizyczny
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