Understanding local authority performance through role theory

Sengboon Lim, Jalaluddin Abdul Malek, Zurinah Tahir

Research output: Contribution to journalArticle

Abstract

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.

Original languageEnglish
Pages (from-to)127-138
Number of pages12
JournalPlanning Malaysia
Volume15
Issue number4
Publication statusPublished - 1 Jan 2017

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role theory
stakeholder
performance
questionnaire survey
random sample
local government
Malaysia
pricing
comprehension
customer
questionnaire
local authority

Keywords

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

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Urban Studies

Cite this

Understanding local authority performance through role theory. / Lim, Sengboon; Abdul Malek, Jalaluddin; Tahir, Zurinah.

In: Planning Malaysia, Vol. 15, No. 4, 01.01.2017, p. 127-138.

Research output: Contribution to journalArticle

Lim, Sengboon ; Abdul Malek, Jalaluddin ; Tahir, Zurinah. / Understanding local authority performance through role theory. In: Planning Malaysia. 2017 ; Vol. 15, No. 4. pp. 127-138.
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