IJIMT 2010 Vol.1(3): 339-342  ISSN: 2010-0248
DOI: 10.7763/IJIMT.2010.V1.62

The Multidimensionality of the Quality of Customer Service Delivery Construct by Local Authority

Zikri Muhammad and Katiman Rostam

Abstract—A case is made to measure the quality of customer service delivery construct by local authority. This is measured based on service delivery information provided from Kajang Municipal Council Annual Report 2006. An exploratory factor analysis with varimax rotation was employed to assess the dimensionality of the quality of customer service delivery. The analysis extracted seven factors explaining 73.71 percent of the variation. The seven factors extracted can be grouped under complaining services, community development services, law enforcement services, environmental management services,basic amenities services, community health services, and street and light services. The factors extracted showed strong validity and reliability. The study recommends that the future studies are required to consider this quality of customer service delivery construct from the perspective of local authority.

Index Terms—Malaysia, quality of customer service delivery, local authority, validity, reliability.

Zikri Muhammad is with the School of Humanities, Universiti Sains Malaysia, 11800 USM, Pulau Pinang, Malaysia
Katiman Rostam is with the Faculty of Social Sciences and Humanities, Universiti Kebangsaan Malaysia, 43600 UKM Bangi, Selangor, Malaysia

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Cite: Zikri Muhammad and Katiman Rostam, " The Multidimensionality of the Quality of Customer Service Delivery Construct by Local Authority," International Journal of Innovation, Management and Technology vol. 1, no. 3, pp. 339-342, 2010.

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