Comparison between perceived and expectation citizen-centric public service satisfaction during pandemic outbreak in Malaysia

• Published in: AIP Conference Proceedings
• Main Author: Wahid S.D.M.; Amin S.H.M.; Ali A.J.M.; Abdullah A.; Ali S.M.; Azis S.N.A.
• Format: Conference paper
• Language: English
• Published: American Institute of Physics Inc. 2021
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85111391779&doi=10.1063%2f5.0053810&partnerID=40&md5=e6b054fd877315b19842f956aa8db66b

Citizen-centric is a concept that defines as shifting of service delivery from government's interest to citizen's interest. The citizens of different socioeconomic classes may experience a similar quality of public services, but they may reach different conclusions about a service because their evaluations are shaped by different sets of perceived and expectation performance. Past scholars confirmed that the comparisons between citizen's perceived-expectation relationship were not intensively explored and required further investigation. Therefore, this paper aim to compare the impact of citizen-centric public service satisfaction among citizen on what they perceived as compared to their expectation. Utilizing, the expectancy-disconfirmation model of satisfaction, this paper offers a quantitative approach by providing intensive comparison for citizen's perceived-expectation relationship. We employ paired sample t-test to answer the mean differences between tested relationship. This paper successfully identifies six mean differences namely performance, responsiveness, reliability, information quality, service quality and participation on the relationship between perceived and expectation. We believe this paper can benefit the supply side in conducting requirement in gathering and designing of citizen-centric public service satisfaction model in the future. © 2021 Author(s).