Browse dissertations and theses

In achieving Vision 2020, Malaysia has undergone various phases of new public management and investment into the country. Malaysia adopts many programs or projects from other country to make sure that service delivery in Malaysia more efficient and effective. One of the projects is the implementation or existence of Urban Transformation Centre (UTC). The researcher has short listed six (6) key attributes based on a literature review that may influence the impact of UTC on citizen and...

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 ...

Corrupt practices and public servants are very common in a developing country. The Malaysian government has come out with many initiatives such as National Key Result Area (NKRA), sanctions and awareness campaign to curb corrupt practices among public servants. Recently our country has climbed up three places on Corruption Perception Index (CPI) to 50th place compared to previous year 53rd place. Even though the results show a good results but our country should perform better with initiat...

In the last few years we have witnesses a substantial growth of the e-government services including LHDNM. One of the key challenges of the LHDNM online services is the user satisfaction on how they manage information quality, system quality, web design quality and service quality, which holds a significant importance to user satisfaction. LHDNM introduced the Self-Assessment System (SAS) in 2004 for individual taxpayers. While STAMPS was introduce in 2009. STAMPS after seven years ...

With the increasing development and maturity of modern organization, employees were no longer fully attached to the organization. The relationship between the organizations had affected the realization and steadiness of the organization. Leader-member exchange (LMX) theory can influence affective commitment of employees towards organization from the social exchange perspectives. Researcher had outlined three (3) dimensions of leader-member exchange (LMX) that may influence level of affecti...