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specialty journal of urban planning and development
Volume 4, 2019, Issue 2
The Position of Facility Management Services on Customer Loyalty on Malaysian Municipal Council Service Delivery
Muhammad Umar Bello, David Martin, Rozilah Kasim
Pages: 17-27


Government was established primarily to provide life Line services that will make life worth living to their customers. Accordingly, local administration as third tier government in Malaysia are fashioned to bring government closer to the local communities’ at the grassroots and for development and transformation of lives at the rural level. Facilities management services One of the ways of bringing government closer to the people at the grassroots is through the delivery of public and social amenities as a satisfactory, timely, effective and adequate manner. This paper is therefore tried to review some existing literature on Local administration and Public and Social Service Delivery in Malaysia. It argues that the constitutional mandate of local council in terms of “functional performance” has not been translated into reality in many occasions. Thus, the paper after extensive review concludes and recommends that Local administration must attempt to prevail over the serious challenges that have bypassed their day to day performance. It is only by innovations this can be positioned to render cutting services in a timely, effective, adequate, prompt and satisfactory manner to justify their continuous existence and huge financial allocation to them. Customer responsiveness also gives a sense of satisfaction of the customers. The study recommends that there is needs for local administration to be facilities management strategies to makes the local administration more vigorous for enhancing the lives of inhabitants and to foster good relationship between the management, professionals and local people in the area. The study also gives recommendation of enlighten the local community on the important of community participation in provision and maintenance of public service delivery.

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specialty journal of urban planning and development
Issue 2, Volume 4, 2019