Abstract—This study tries to identify the most important dimension and to examine the level of service quality, expectation and perception of the external customers towards the Malaysian public services. Ten SERVQUAL instrument was distributed to each 300 public organizations throughout Malaysia. From 992 copies of usable questionnaire, the overall service quality is quite good. It is found that tangible is the most important dimension. It also has the lowest scores of perception. On the other hand, service quality gap is neither the lowest nor the highest. Finally, these external customers have the highest expectation on the reliability of the Malaysian public service.
Index Terms—service quality, public service, SERVQUAL, Malaysia.
A. G. A. Ilhaamie is with Department of Syariah and Management, Academy of Islamic Studies, Unversiti Malaya, 56305 Kuala Lumpur, Malaysia (phone: 603-796-76132; fax: 603-796-76140; e-mail: firstname.lastname@example.org).
Cite: A. G. A. Ilhaamie, Member, IAENG, "A. G. A. Ilhaamie, Member, IAENG," International Journal of Trade, Economics and Finance vol. 1, no. 1, pp. 40-45, 2010.