A model for enhancing customer satisfaction for quality services and awareness through community participation

Customer satisfaction as a means of measuring government performance has been on top of global debates of developmental programs at local government. The background of this study highlighted the position of customer satisfaction in many municipal coun-cils in the world and with special focus on Batu...

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Main Author:	Umar Bello, Muhammad
Format:	Thesis
Language:	English English English
Published:	2018
Subjects:	HF Commerce
Online Access:	http://eprints.uthm.edu.my/233/1/24p%20MUHAMMAD%20UMAR%20BELLO.pdf http://eprints.uthm.edu.my/233/2/MUHAMMAD%20UMAR%20BELLO%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/233/3/MUHAMMAD%20UMAR%20BELLO%20WATERMARK.pdf
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id	my-uthm-ep.233
record_format	uketd_dc
spelling	my-uthm-ep.2332021-07-13T03:13:50Z A model for enhancing customer satisfaction for quality services and awareness through community participation 2018-02 Umar Bello, Muhammad HF Commerce Customer satisfaction as a means of measuring government performance has been on top of global debates of developmental programs at local government. The background of this study highlighted the position of customer satisfaction in many municipal coun-cils in the world and with special focus on Batu Pahat Municipal Council (BPMC). The research problem statement was that it has been observed that municipal aware-ness and community participation have not been harnessed for customer satisfaction for municipal councils’ service delivery. The aim and objectives of the study were to investigate the effects of Community Participation (CP) on customer satisfaction. Four research questions and five hypotheses were formulated to guide the study. The study population was 401,902 defined as a group of service users who are directly involved in receiving the services provided by the BPMC. The sample for the study was 400 survey respondents from the citizens living within BPMC. A structured questionnaire was presented to the respondents, selected through simple random sampling. Explor-atory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA) were used to test the validity and reliability of the conceptual research model. The survey results sup-ported three hypotheses (H1, H2, H3) confirming that community participation has a mediating effect on customer satisfaction in BPMC. Hypothesis five (H5) was sup-ported in the main research, which indicates that CP has a mediating effects on cus-tomer satisfaction and also confirmed the pilot study that municipal awareness has an effect on customer satisfaction. The unique finding of the study is that, it has espoused the importance of CP as a mediator towards achieving customer satisfaction. This re-search has only been applied to BPMC, and further testing across different MC’s in Malaysia is needed to generalise the findings. The researcher concludes that commu-nity participation can enhance customer satisfaction through comprehensive model at the grass root level. 2018-02 Thesis http://eprints.uthm.edu.my/233/ http://eprints.uthm.edu.my/233/1/24p%20MUHAMMAD%20UMAR%20BELLO.pdf text en public http://eprints.uthm.edu.my/233/2/MUHAMMAD%20UMAR%20BELLO%20COPYRIGHT%20DECLARATION.pdf text en staffonly http://eprints.uthm.edu.my/233/3/MUHAMMAD%20UMAR%20BELLO%20WATERMARK.pdf text en validuser phd doctoral Universiti Tun Hussein Onn Malaysia Fakulti Pengurusan Teknologi dan Perniagaan
institution	Universiti Tun Hussein Onn Malaysia
collection	UTHM Institutional Repository
language	English English English
topic	HF Commerce
spellingShingle	HF Commerce Umar Bello, Muhammad A model for enhancing customer satisfaction for quality services and awareness through community participation
description	Customer satisfaction as a means of measuring government performance has been on top of global debates of developmental programs at local government. The background of this study highlighted the position of customer satisfaction in many municipal coun-cils in the world and with special focus on Batu Pahat Municipal Council (BPMC). The research problem statement was that it has been observed that municipal aware-ness and community participation have not been harnessed for customer satisfaction for municipal councils’ service delivery. The aim and objectives of the study were to investigate the effects of Community Participation (CP) on customer satisfaction. Four research questions and five hypotheses were formulated to guide the study. The study population was 401,902 defined as a group of service users who are directly involved in receiving the services provided by the BPMC. The sample for the study was 400 survey respondents from the citizens living within BPMC. A structured questionnaire was presented to the respondents, selected through simple random sampling. Explor-atory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA) were used to test the validity and reliability of the conceptual research model. The survey results sup-ported three hypotheses (H1, H2, H3) confirming that community participation has a mediating effect on customer satisfaction in BPMC. Hypothesis five (H5) was sup-ported in the main research, which indicates that CP has a mediating effects on cus-tomer satisfaction and also confirmed the pilot study that municipal awareness has an effect on customer satisfaction. The unique finding of the study is that, it has espoused the importance of CP as a mediator towards achieving customer satisfaction. This re-search has only been applied to BPMC, and further testing across different MC’s in Malaysia is needed to generalise the findings. The researcher concludes that commu-nity participation can enhance customer satisfaction through comprehensive model at the grass root level.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Umar Bello, Muhammad
author_facet	Umar Bello, Muhammad
author_sort	Umar Bello, Muhammad
title	A model for enhancing customer satisfaction for quality services and awareness through community participation
title_short	A model for enhancing customer satisfaction for quality services and awareness through community participation
title_full	A model for enhancing customer satisfaction for quality services and awareness through community participation
title_fullStr	A model for enhancing customer satisfaction for quality services and awareness through community participation
title_full_unstemmed	A model for enhancing customer satisfaction for quality services and awareness through community participation
title_sort	model for enhancing customer satisfaction for quality services and awareness through community participation
granting_institution	Universiti Tun Hussein Onn Malaysia
granting_department	Fakulti Pengurusan Teknologi dan Perniagaan
publishDate	2018
url	http://eprints.uthm.edu.my/233/1/24p%20MUHAMMAD%20UMAR%20BELLO.pdf http://eprints.uthm.edu.my/233/2/MUHAMMAD%20UMAR%20BELLO%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/233/3/MUHAMMAD%20UMAR%20BELLO%20WATERMARK.pdf
_version_	1747830560485539840

A model for enhancing customer satisfaction for quality services and awareness through community participation

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