Service Quality and Customer Satisfaction in Public Land Administration in Malaysia

Abstract

Service quality is a critical determinant of public sector performance, directly influencing citizen satisfaction, institutional trust, and the legitimacy of government agencies. This study examines customer satisfaction at the Sri Aman Division of the Land and Survey Department by applying the SERVQUAL model, which evaluates service quality through five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Using a quantitative survey approach, data were collected from frontline service users to assess the relationship between these dimensions and overall customer satisfaction. The findings provide empirical insights into which aspects of service quality most significantly impact satisfaction, offering actionable guidance for department managers to enhance counter services. Additionally, the study contributes to the academic discourse by extending the application of SERVQUAL to a localized Malaysian public sector context, bridging a gap in existing literature. The results have practical and policy implications for improving service efficiency, citizen engagement, and public trust in land administration services.