Public complaints: An instrument to improve services in public institution of higher learning in post modern era. Case study: Student Affairs Department in Universiti Utara Malaysia

• Main Authors: Mohd. Noor, Noor Farihah, Syed Ibrahim, Sharifah Sofiah 'Atiqah
• Format: Conference or Workshop Item
• Language: English
• Published: 2004
• Subjects: LB2300 Higher Education
• Online Access: http://repo.uum.edu.my/1898/1/45.pdf; http://repo.uum.edu.my/1898/

Jurgen Habermas dan Anthony Giddens are among other postmodern thinkers have proposed the theory of public sphere and social reflexivity. Because postmodenism has undermined the structure and function of the society and gives extra power to the periphery and individuals, the rise for individual participation in voicing out their need and wants is seen as important so that decision made at the top rung of the society reflect the masses. According to Habermas, in post modern era where tradition is lacking, people are losing trust and confidence in an abstract system – the system governing them beyond their immediate surrounding. To encounter it, citizen should be given power to participate in decision making. Habermas idea is supported by Giddens with his social reflexivity concept that suggests inputting public trust back into social institution. In coherence with this argument, the paper will discuss on the public complaint in public institution which is seen as a way to improve public services. The study is carried out in Student Affairs department in Universiti Utara Malaysia in 2003. The objectives of the study is to measure the level of awareness of the services offered at the Complaint Unit HEP and complaints by the students of the university. The paper will then discuss the findings and suggests ways to improve existing systems so that the quality of service is further enhanced.