In Malaysia, there is growing phenomenon where the quality of services provided by
the government organization reported as declining. Citizen and public as a consumer
of government services demanded to have better services. In the year 2013, Public
Complaints Bureau (PCB) had investigated 900 complaints against State Agencies and
Departments compared with 734 complaints in the year 2012 and this figure are said
to be increasing over year. The government had initiated quite a number of program
and government structuring in order to address the problem of poor service quality.
One of the medium was by implementing the good governance principles. In order to
study the good governance principle and it effects towards the quality of service by a
government organization, this study is focusing on the Majlis Bandaraya Shah Alam
(MBSA) as it the main reference and to look how good governance principle being
practiced there. Respondents are selected in the area of territorial jurisdiction of
MBSA and those who are the non-resident students of UiTM Shah Alam. This study
has main objectives of examining the relationship between the principles of rule of
law, transparency and accountability with the quality of services provided by MBSA.
Apart from that, this study also examined the most influential principles among rule of
law, transparency and accountability towards the quality of services provided by
MBSA. The correlation and regression analysis was conducted to answer the research
objectives and found that all three principles highlighted have a significant
relationship with the services quality in MBSA and rule of law appeared to be the
most influential factor among all. This study may provide a valuable study in the area
of public service quality in Malaysia and how government organization can improve
their service quality by the implementation of good governance.