The level of awareness and preparedness of a unit to respond to customers’ needs and wants.
Published in Chapter:
Roadmap to Gaining Customer Satisfaction: A Case of Talian Darussalam
Dk Nurrahimah Pg Japar (Universiti Brunei Darussalam, Brunei), Noor Hazwani Awang Matkasim (Universiti Brunei Darussalam, Brunei), Nor A'shiqeen Haji Rabaie (Universiti Brunei Darussalam, Brunei), Nur Izzah Hasna Farihin @ Hamiza Hamdani (Universiti Brunei Darussalam, Brunei), and Nurhazimah Haji Ahmad (Universiti Brunei Darussalam, Brunei)
Copyright: © 2021
|Pages: 18
DOI: 10.4018/978-1-7998-4984-1.ch017
Abstract
The provision of reliable and accurate data through a competent communication tool encourages the significantly competitive public sector and nurtures a prosperous society. The chapter discusses the optimization of digital assets, specifically, allocating accessible two-way communication between the government and its stakeholders which can lead to far-sighted information processing and resourceful decision-making. Simultaneously, it aims to recognize and suggest solutions to the prevailing strains towards the digitalization of operations in the said industry. Accompanied by a thematic analysis of data collected from literature, a qualitative in-depth interview was deployed with a relevant agency to gain enlightenment of the public service in its real context. The results of the study present an essence of the advanced process sophistication, the comprehensiveness, and flexibility of the IT system, the reuse of knowledge, as well as the quality of customer orientation response capabilities.