Sengboon Lim, Jalaluddin Abdul Malek, Zurinah Tahir


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. This was an exploratory case study on Kulim Hi-tech Local Authority, Malaysia. The mixed method approaches were firstly carried out by questionnaire surveys, followed by interviewing stakeholders and ended with site observations. Descriptive analyses were applied to the random samples. Findings showed that the LA has executed its roles of control and collect very well. However, it did not fare well in the role of publish.


Local Authority, Service Performance, Satisfaction, Behaviour, Role Taking

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