Service quality is an ability of organization to set the service that can achieve the customer’s expectation and to deliver the service at a quality level that can satisfy the users. The local councils in Malaysia continue to face pressure to improve their service delivery. This is because not all the workers are willingly to adapt the new changes. The theory adopted in this study is the SERVQUAL model. This model is relevant to measure the discrepancies between the customers’ expectation towards the service and also the customers’ perception of the service received. This study only focusing on the perception of the customers towards the service received. Therefore, the objectives of this study are to gauge the public’s perception towards the service quality provided by Perbadanan Putrajaya’s counter service (PPj) as well as to discover the relationship between the elements of SERVQUAL model; tangibility, reliability, responsiveness, assurance and empathy with the service quality at PPj’s counter service and lastly is to determine the most dominant element of SERVQUAL model in service quality at PPj’s counter service. The study is a case study that focuses on the service quality after adopting the SERVQUAL model in the service delivery at Perbadanan Putrajaya’s counters service. A set of questionaires has been distributed to the sample of the study which comprised 300 respondents who individually get the service at the PPj’s counter service either at PPj’s building itself or at the Putrajaya Neighbourhood Complexes located at Precinct 9, Precinct 11 and Precinct 16. This research is a quantitative method and data has been analyzed by using ‘SPSS for Windows’. The method used in this study was the convenience sampling technique. The findings revealed that the public’s perception towards the service quality was at the satisfactory level and there were significant correlation between the elements of the SERVQUAL model and the service quality at PPj’s counter service and the most dominant factor led to service quality at PPj was the responsiveness element. As the conclusion, the adoption of SERVQUAL model in service delivery should be continued and comprehensive in improving the service quality at the local council.
