This study concerned on the process of issuance and renewal of business licences in PJ Municipal Council (MBPJ). This study examined the relationship between operational issues in MBPJ and client satisfaction, the mediating effect of the intermediaries between operational issues in MBPJ and client satisfaction, and levels of client satisfaction with the intermediaries. The target respondents were businessmen in PJ who had experience of dealing with BPJ and services of intermediaries. A purposive sampling technique was used for this study and 123 respondents answered the questionnaire.
