Service operations practice and performance of local authorities in malaysia

This study aims to investigate the influence of service operations practices on the performance of local
authorities in Peninsular Malaysia. This study used a cross-sectional design and employed the stratified random sampling
method to collect data from a total of 202 respondents who are directors or department heads of 300 selected City Councils
and Municipal Councils in Peninsular Malaysia. The findings of this study indicate that leadership practice, organizational
culture, push-pull orientation, services design and development as well as specialized human resources have a significant
positive effect on the performance of local authorities. Therefore, the management should strengthen the practices and
provide a strong commitment to the implementation of these practices in order to improve the performance of local
authorities in Peninsular Malaysia.