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Local government performance is frequently interpreted through stakeholders' satisfaction measured by statistical analyses. Apart from testing the relationship, the perception of satisfaction on services provided is further influenced by the degree of expectation being met, and understanding the customer behaviour. Thus, this study attempts to explore an alternative explanation on the character of the local authority (LA) and put in perspective through the comprehension of the role theory. Thisdoi:10.21837/pmjournal.v15.i4.323 fatcat:t3ec6nzzjbhizmqpwrezoh6hde