The conceptual model presented here is based on service concept relationships
that have already been established within the private sector. The purpose of this
paper is therefore to test these relationships within the context of the public sector,
particularly that of Malaysia. For the purpose of the evaluation of the model, service
performance is evaluated by service managers on the basis of the quality and speed
of service delivery. In contrast, satisfaction is evaluated in the present study by the
customer on the basis of the quality of the service