From Customer Satisfaction to Citizen Satisfaction: Rethinking Local Government Service Delivery in Malaysia
Bibliographic record
Abstract
The Producer-Customer Paradigm within which much of the service improvement efforts have been undertaken is a highly circumscribed and problematic paradigm for local government services. It views citizens as customers of local government services and seeks to be more efficient in its delivery through process improvements. While the Producer-Customer Paradigm has spotlighted the service delivery side of the local government, it leaves the policy making and political side of local government, so central to the nature and role of government largely beyond its scope. This artificial but politically convenient truncation or limitation has been soundly criticized in the west for distorting the role of the local citizen and the local government. Citizen satisfaction and not merely customer satisfaction is the key indicator of local government quality. An expanded service quality paradigm i.e. Government-Citizen Model is needed to place service quality within a framework of political and social values. The ultimate test of local government quality is a population which is satisfied as a user (personal satisfaction) and citizen (social satisfaction).
Fetched live from OpenAlex and de-inverted. Abstracts are not stored in this database: the inverted indexes are 8.6 GB of the frame’s 9.3 GB of text, and the host has 13 GB free.
How this classification was reachedexpand
Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.001 | 0.000 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.000 | 0.002 |
| Science and technology studies | 0.001 | 0.000 |
| Scholarly communication | 0.000 | 0.001 |
| Open science | 0.000 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.000 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one teacher head, not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".