Value of Intermediaries Services and Client Satisfaction in Malaysian Local Government

Sharinaz Samsudin, Shireen Haron, Ahmad Naqiyuddin Bakar
2018 Journal of ASIAN Behavioural Studies  
This paper aims to determine the value of intermediaries' services toward the client satisfaction in the Local Authority in Malaysia in the process of issuance and renewal of business licenses in Petaling Jaya City Council (PJCC). The mediating effect of the intermediaries between the operational issues in PJCC and client satisfaction was evaluated. A purposive sampling technique was used in this study. The findings show that there is an effect of intermediaries towards operational issues and
more » ... e client satisfaction. Finally, the study highlights some recommendations that can help top management of PJCC in ensuring higher level of satisfaction among the clients. Keywords: Local authority; value of intermediaries; client satisfaction eISSN 2514-7528 © 2018. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open-access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.
doi:10.21834/jabs.v3i7.268 fatcat:sbewvfdvuzafzgntf5lwxaqnby