This study deals with the analysis of service quality and public satisfaction of Malaysia government agencies focussing on public organisations located at Urban Transformation Centre (UCT) Kuala Lumpur. This study used quantitative study through 341 questionnaires distribution to the public directly when getting service at one of the public organizations located at UTC Kuala Lumpur. This study has been conducted to examine the level of service quality provided to the customers, to identify which part of the service provided was most influential to public satisfaction and to investigate whether the service quality provided by public organisations located at UTC Kuala Lumpur can influence public satisfaction. Based on the research findings the level of service quality provided is moderate level only. This means they must strive to increase their service quality delivery. Besides that, the empathy dimension of service quality is the dimension that most influences the public satisfaction to compare to other dimensions, therefore it means among public organizations located at UTC Kuala Lumpur it proved that they lack understanding of public’s needs the most. Lastly, the researcher found that the empathy and responsiveness have a correlation to public satisfaction and the other three dimensions of service quality do not correlate with public satisfaction. The public organizations located at UTC Kuala Lumpur should be more responsive on every service delivery to the public in order to increase the satisfaction of public toward government services. The government should understand public’s needs in order to increase the level of service quality as well as public satisfaction.
