Formation of citizen-centric public service satisfaction model during pandemic crisis in Malaysia: An ideology

Abstract

The aim of this study is to produce a citizen-centric public service satisfaction model during the pandemic crisis in Malaysia. To develop the model, this study has gone through exploratory analysis using previous literature. Four components have been proposed that can benefit the supply side in conducting requirement gathering and designing of citizen-centric public service satisfaction model. This study can be useful in conceptual studies analysing the cognitive perspective of citizen satisfaction pertaining to the public administration during the pandemic crisis. This study provides a new integrative model reflecting citizen-centric public service satisfaction during a pandemic crisis. This study provides a new integrative model reflecting citizen-centric public service satisfaction during a pandemic crisis.