SATISFACTION WITH KUALA LUMPUR CITY HALL SERVICES: A STUDY ON PUBLIC HOUSING SRI SABAH VIA CSMS MODEL

Abstract

This study focuses on the factors influencing the satisfaction of public services offered by the Kuala Lumpur City Hall, Malaysia. The area of study is the public housing at Sri Sabah, which is located in Kuala Lumpur, the capital of Malaysia. This quantitative study is based on data collected from a survey involving 343 Malaysian citizens who are currently residing in the Sri Sabah neighbourhood. CSMS research framework was employed and analysed utilizing PLS-SEM statistical tool for data analysis purposes. The findings strongly support the attainment of all three objectives outlined in this study. The first finding indicates that the relationship between the KL City Hall and Sri Sabah citizens has a significant influence on the respective community’s quality of life. The next outcome is that the Sri Sabah citizens’ attachment to the neighbourhood affects their quality of life significantly. Finally, the relationship between the KL City Hall and citizens, quality of life, and attachment to the neighbourhood have a significant influence on the satisfaction with public services that are provided by the KL City Hall of the city.