MENANGANI PERSEPSI
NEGATIF MASYARAKAT
TERHADAP PERKHIDMATAN
AWAM
1.
BASIC NEEDS
4.
REPRESENTATION
6.
2.
3.
5.
INFORMATION
7.
8.
UNITED NATIONS GUIDELINES TO
CONSUMER PROTECTION
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PUBLIC TRANSPORT
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Expectations
of response
Comparison
Is there a
Complaints
Satisfaction?
Perceived
Response
WHAT DOES AN INCREASE IN COMPLAINTS MEAN?
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MORE EDUCATED AND MOBILE
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GREATER ACCESS TO INFORMATION
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INTERNET
GREATER EASE OF COMMUNICATION
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SOCIAL MEDIA
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LESS “CONTROLLED” TO TRADITIONS AND THE PAST
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“ME” GENERATION – WANTS THINGS NOW
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NOT TIED TO ANY IDEOLOGY/PRODUCTS/SERVICES
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WORK/POLITICS/PRODUCTS
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MOVE ON
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