Operational Issues in Malaysian Local Authority: Value of Intermediaries Services toward Client Satisfaction

This paper aims to determine the value of intermediaries’ services toward the client satisfaction in the Local Authority in Malaysia in the process of issuance and renewal of business licenses in Petaling Jaya City Council (PJCC). The mediating effect of the intermediaries between the operational issues in PJCC and client satisfaction was evaluated. A purposive sampling technique was used in this study. The findings show that there is an effect of intermediaries towards operational issues and the client satisfaction. Finally, the study highlights some recommendations that can help top management of PJCC in ensuring higher level of satisfaction among the clients.