Complaint management in public services: a case study at local district municipal authority in Malaysia

• المؤلفون الرئيسيون: Saad, Shatina, Nizarwan, Muhamad Halim
• التنسيق: Conference or Workshop Item
• اللغة: English
• منشور في: 2016
• الموضوعات: HD28 Management. Industrial Management; JS Local government Municipal government
• الوصول للمادة أونلاين: http://repo.uum.edu.my/20112/1/KMICe2016%20311%20316.pdf; http://repo.uum.edu.my/20112/; http://www.kmice.cms.net.my/kmice2016/files/KMICe2016_eproceeding.pdf

This paper presents a conceptualization of the complaint management that focuses on daily customers' activities, which influencing the local municipal district authority organization’s public image. The aim of this study is to identify the major concerning areas complaints received by the...