estudo sobre artigo - qualidade do serviço público na malásia

8/6/2019 Estudo sobre artigo - Qualidade do Servio Pblico na Malsia

1/26

Fmrk ao _}oeàoam akr Rmy|`kr îe`bkr do GoeròMr}ak rkiym Oy`fk

_}oeàoam dk Rmy|`k îe`bk ' Mr}ak Ofkrk ' 9>??

Od ms~ekyokyp r}ap kl rmy|`bm q}oe`p `d cm Goeopròd ~}ie`b rmy|`bm rmbky

@dmydo`kdoe Hk}ydoe kl _}oe`p , Yme oi e`p Godofmgmd% \ke$ 91 #9)% 9>>6
http://www.brasiladmin.com/


2/26



Odoe`roak ~ky

M_]@^MIYOR@EOAG@D


3/26



Ykm`yk

Goerò8 `dlkygomr ir`bor

K Mr}ak mg _}mrk

Boyobmyr`bor fmyo`r

Bkdbm`kr'bco|m

Gmkakekfò

Ymr}eoakr m `g~e`bomr

E`gòmr ok Mr}ak

Bkdbe}rk
http://www.brasiladmin.com/http://www.brasiladmin.com/


4/26




5/26



Goerò

Bo~òe

J}oeo E}g~}y

Boyobmyr`bor ak Fk|mydk

ôyeogmdoy`rgk lmamyo`|k amgkby`bk bkg }go

gkdoyq}ò bkdr`}b`kdoe mem`|o #ym`) @dam~mdadbò

2? Ofk ?0=6

R}ia`|`rmr

?2 Mroakr m 2 myy`y`kr

^k~}eok 93%2 gècmr #9>?>)

^@I #9>>0)

]RA ?0?%1 gècmr #20)

Mdò -

Goeo`k =2%2

Bc`dr 9

@dafmdo ??%3

@daòdk 6%6

K}ykr ?%9

Yme`f`k -

@re %1

I}a`rgk ?0%9

By`r 0%?

C`da}rgk

Lkdqm8 ]R Am~oyqgmdq kl Rqoqm A`~ekgobp `d Obq`kd #?)


6/26

^mykdor Qkvmyr% a`ym`o% bkg 1=9g% o 1 go`ky ao o}oe`aoam


7/26



K Mr}ak mg _}mrk


8/26



Rkiym kr O}kymr

Od ms~ekyokyp r}ap kl rmy|`bm q}oe`p `d cm Goeopròd ~}ie`b rmy|`bm rmbky@dmydo kdoe Hk}ydoe kl _}oe`p , Ymeòi e`p Godofmgmd% \ke$ 91 #9)% ~~$ ?66'?0>$

Oyovo` Of}r

Rbckke kl I}r`dmrr Godofmgmd% Lob}ep kl Mbkdkg`br oda I}r`dmrr% Do`kdoe]d`|myr`p kl Goeoprò% Iodf`% Goeorpo

Hop Jodaog~}eepKc`k Rom ]d`|myr`p% Bke}gi}r% Kc`k% ]RO

R}dò IoyjmyBmdym lky I}r`dmrr Ymrmoybc% Amoj`d ]d`|myr`p% Goe|myd%O}ryoeò


9/26



Kimy }g gmecky mdmda`gmdk

rkiym mg q}m gmaào o q}oeàoam

ak rmy|`k~mygmò k rmky ~ie`bkao Goerò% ~ky gm`k akem|odogmdk obmybo ao~mybm~k

am fmymdmr m be`mdmr rkiymq}oeàoam ak rmy|`k ~ymroak$Z?W

Kihm`|k ak Mr}ak


10/26



Bkdbm`kr'bco|m

_}oeàoam ak Rmy|`k Bkdràmyoao o ~oy`y am a`gmdrmr ak rmy|`k q}m amy`|og ao bo~obàoam

q}m or ~y`bor kyfod`xob`kdo`r% bkdh}foaor bkg k bkg~kyogmdk akr rm}rymb}yrkr c}godkr% g mg `dle}mdbòy k amrmg~mdck ak rmy|`k m oro`rlok ak be`mdm% am ammyg`doao kyfod`xok

Amrmg~mdck ak Rmy|`k

Ym~ymrmdo o o|oeòk% ~yka}xào ~mekr ymr~kdr|m`r am }g rmy|`k% mdak~ky iorm o q}oeàoam m o yo~àmx am r}o msmb}k $

A`gmdrmr ak Rmy|`k

Rk or |oy`|m`r bkdràmyoaor ymem|odmr ~oyo o ode`rm m o|oeòk am }grmy|`k$

Lkyog }è`xoaor 0 |oy`|m`r ak gkamek RMY\_]OE$


11/26



Bkdbm`kr'bco|m

#Qrm m V`ekd% ?003% ~$9>1)

Ro`rlok ak

Be`mdm

Ms~mbo`|or

rkiym k

amrmg~mdck am

}g rmy|`k%

odmr akbkdr}gk

O ~mybm~k

rkiym k

amrmg~mdck%

amrrm rmy|`k%o~r k bkdr}gk

Ro`rlok ak Be`mdm


12/26



Ms~ekyo or ymeomr mdqym o q}oeàoam akr rmy|`kr%amrmg~mdck akr rmy|`kr m ro`rlok ak

be`mdm % dk bkdqmsqk akr rmy|`kr ~ie`bkr ao

Goerò$

K gkamek am ode`rm oakoak ~mekr o}kymr lkàmrmd|ke|àk o ~oy`y ak gkamek RMY\_]OE amôyor}yogod m oe#?033)$

K gkamek oakoak }è`xo dk|m aor amxa`gmdrmr am rmy|`kr ~yk~krkr ~kyôyor}yogod m oe#?033)$

Boyobmyr`bor Fmyo`r ak Mr}ak


13/26



K Gkamek RMY\_]OE

Gkamek bkdbm`}oe amrmd|ke|àk ~ky8 O$ ôyor}yogod

\oeoy`m O$ Xm`coge

Emkdoya E$ Imyyp

? oy`fk ' ?03=8 O bkdbm~}oe gkame kl rmy|`bm q}oe`p oda `r `g~e`bo`kdr

lky l}}ym ymrmoybc

Mrboeo am ge`~ekr `mdr #ky`f`doegmdm ?>) }è`xoakr~oyo gma`k ao ~mybm~k ao q}oeàoam ak rmy|`k~mek be`mdm$

]roak og~eogmdm amdyk ao `daryò am rmy|`kr$


14/26



K Gkamek RMY\_]OE Ky`f`doe #?03=)

?> a`gmdrmr ao q}oe`aoam ak rmy|`k


15/26



K Gkamek RMY\_]OE Ym|`roak #?033)

= a`gmdrmr ao q}oe`aoam ak rmy|`k


16/26



K Gkamek RMY\_]OE ]`e`xoak

0 a`gmdrmr ao q}oe`aoam ak rmy|`k


17/26



Q`~kr am Be`mdm ak Rmky îe`bk Z?W

Kr q}m ~ofog ~mek lkydmb`gmdk ak rmy|`k f}o% e}x% fr% e`g~mxo% mb$

Kr q}m dk ~ofog ~mek lkydmb`gmdk ak rmy|`k Mrbkeo% Rmf}yodo% Amlmro% mb$

Rmy|`kr ~ie`bkr bkiyoakrrk go`r ~yk||m`r am mroymgmg bkg~m`kbkg rmy|`kr

klmymbàkr dkrmky ~y`|oak% klmymbmdak }gooemydo`|ook bkdr}gàky$ Qoe r`}ok lkyo o }go

go`ky ymem|dbò ao q}oeàoamdoq}mem rmy|`k ~ie`bk$

@d|myrogmdm% ~kam'rm oyf}gmdoy q}m krrmy|`kr ~ie`bkr fyo}`kr rk gmdkr ~yk~mdrkr o

oakoy ~y`bor am q}oeàoam% o dk rmy ~ky `g~kr`k aoamgodao ak be`mdmk} ~ky lkyo am

emf`reok$


18/26



Q`~kr am _}oeàoam Z?W

O q}oeàoam am rmy|`k dk rmky ~ie`bk mdam oymlmymdbòy 2 ymor am q}oeàoam8

_}oeàoam ak Be`mdm8

k q}m mem q}myak rmy|`k;

_}oeàoam ^ykl`rr`kdoe8

~ykbmrrkr }roakr ~oyo omdamy r

dmbmrràoamr ak be`mdm$ _}oeàoam do Fmrk8

}rk akr ymb}yrkr ~oyo omdamy r

dmbmrràoamr ak be`mdm$


19/26



Gmkakekfò8 C`~mrmr

C?8

O q}oeàoam ak rmy|`k `dle}mdbò~kr``|ogmdm o ro`rlok ak be`mdm m kamrmg~mdck ak rmy|`k$

C98

K amrmg~mdck ak rmy|`k `dle}dbò~kr``|ogmdm o ro`rlok ak be`mdm$

C28 Bmyor a`gmdrmr ak rmy|`k #dk|m

mrbkecàor) `dle}mdbòg ~kr``|ogmdm oq}oeàoam ak rmy|`k$


20/26



Gkamek Bkdbm`}oe

_}oeàoam ak

Rmy|`k

Ro`rlok ak

Be`mdm

Amrmg~mdck ak

Rmy|`k

Qodfìèàoam

Bkg~mdbò

Obmrrk

^ykdàk

Bkymrò

Bkg}d`bok

Bkdlòièàoam

Bymaìèàoam

Bkg~ymmdamy k

be`mdm

Bkg k Am~oyogmdk

Bkg k L}db`kdy`k

Bkg k Qmg~k mg lèo

e$ 2 odkr% mg~k am lmmaiobj m`dlkygok a`g`d}`}

e$ 2 odkr% rmy|`kr klmymbàkr~mekr l}db`kdy`kr gmeckyoyog

e$ 2 odkr% mg~kr ~oyo ymrke|my~ykiemgor ak be`mdm gmeckyk}

e$ 2 odkr% q}oeàoam ak rmy|`k dog`dco kyfod`xok gmeckyk}

A@GM

DRMR

RMY

\_]OE

C?

C?

C9

C2

a e a a a ie e


21/26



A}or ~mrq}`ror mry}}yoaor8 fmymdmr m be`mdmr$ _}mr`kdy`kr lkyog a`ryì}akr o 1=> fmymdmr

mr~oecoakr ~ky 3< ofdbòr am }g ammyg`doak

G`d`ry`k$ ôyo boao fmymdm q}m ymr~kdam} k q}mr`kdy`k% }g

be`mdm lk` mrbkecàk% oemokyògmdm%~oyo bkg~emgmdoy o ~mrq}`ro$

Amro lkygo% 12> fmymdmr m12> be`mdmr lkyog ~mrq}`roakr$

Gmkakekfò8 Mry}}yo m Ogkryofmg

F a _ eà a a R ` îe` G e `


22/26



Ymr}eoakr m @g~e`bomr

Bkyymeok8

Amrmg~mdck ak rmy|`k Bymaìèàoam

^ykdàk

Bkg~mdbò

Ro`rlok ak be`mdm Bkg}d`bok

Bymaìèàoam

Bkg~mdbò

Be}rmy8

Msbmemdm ^ykdàk

Bymaìèàoam

Obmrrk

F a _ eà a a R ` îe` G e `


23/26



Ymr}eoakr m @g~e`bomr

Ymr}eoakr bkdl`ygoyog k ymeob`kdogmdk mdym q}oeàoam ak

rmy|`k% amrmg~mdck ak rmy|`k m ro`rlok ak be`mdm$

L`bk} m|àmdm% ogig% o `g~kydbò ak ~o~me ak mg~ymfoak#~ykdàk% bkymrò m bymaìèàoam) do gmeckyò ao ro`rlok ak

be`mdm m ak amrmg~mdck ak rmy|`k$ K mr}ak amrobo o dmbmrràoam ak }rk am oikyaofmdr ky`mdoaor

ok be`mdm q}m lkboe`xmg do gmeckyò ao q}oeàoam ak rmy|`k~ie`bk lkydmbàk$

Gmeckyòr ak rmy|`k ~ky gm`k am }go

ky`mdook ok be`mdm aoyk ok rmky ~ie`bk }go

k~ky}dàoam am fodcoy bkdlòdo ak bàoak$

Fmrk ao _}oeàoam akr Rmy|`kr îe`bkr do Goerò


24/26



E`gòmr ok Mr}ak

Lkbk o~mdor mg fmymdmr m be`mdmr%msbe}`dak l}db`kdy`kr ao e`dco am

lymdqm$

Or ~mybm~mr akr fmymdmr ~kamgmy ràk r}~mymr`goaor$

]go d`bo o|oeòk ao roq`rlok ak

be`mdqm lk` lm`qo ~oyo boao rmy|`k amioebk$

O}rdbò am ~mybm~k akrrojmckeamyr$

Dk ck}|m a`lmymdbòk mdymrmy|`kr ~ie`bkr ~ofkr m dk'~ofkr$

Ambeoyoaor

~mekr o}kymr

O gmaào aor ms~mbo`|or m ao o|oeòklkyog lmòr o~r o }è`xok akrrmy|`kr% k q}m ~kam my md|`mroak orymr~kror$ Z2W

O ~mybm~k obmybo aor dk|m a`gmdrmr}è`xoaor ~kam mroy md|`mroao ~mekor~mbk b}e}yoe$ Z2W

G}òr aor a`gmdrmr }è`xoaor rk`dmyam~mdamdmr$

Or dk|m a`gmdrmr bòaor dk rkr}l`b`mdmr ~oyo aml`d`y }g rmy|`k amq}oeàoam$

^ky rm yooy ak rmky ~ie`bk% oq}oeàoam ~kam mroy md|`mroao ~meoak}y`do ak ~oyàk dk ~kamy$

Dkoaor ~meo

IyorèOag`d



25/26



Bkdbe}rk ^mek q}m rm kirmy|k} ak mr}ak mg q}mrk% o ro`rlok ak

bàoak goeo`k bkg k rmky am rmy|`k ak rmy|`k ~ie`bk amrm} ~or lkymgmdm am~mdamdm ao ~ykdàk% bkymrò mbymaìèàoam am rm}r l}db`kdy`kr ~ie`bkr$

O~mroy akr ikdr ymr}eoakr kiàkr% k mr}ak dk amgkdryk}rmy r}l`b`mdmgmdm ~ykl}dak #o}rdbòr rmdàor: og~e`}amyma}xào)$

C e`gòmr ok gkamek }è`xoak #RMY\_]OE) m ok rm} y`fky

b`mdl`bk% o~mroy am rm} `dmdrk }rk ~meo `daryò am rmy|`kr$ Gmrgk orr`g% k obkg~odcogmdk m bkdykem ao q}oeàoam

akr rmy|`kr ~ie`bkr mg ymlemskr ~kr``|kr ~oyo k bàoak#}mdm)$



26/26


Ymlmydbòr

?$ Of}r%Oyovo`: Ioyjmy%R}dò: Jodaog~}eep% Hop$ 9>>6$ Odms~ekyokyp r}ap kl rmy|`bm q}oe`p `d cm Goeopròd ~}ie`brmy|`bm rmbky mg @dmydo`kdoe Hk}ydoe kl _}oe`p ,Ymeòiè`p Godofmgmd% \ke$ 91 #9)% )% ~~$ ?66'?0>$

9$ A`r~kd|me mg c~8++vvv$rom$fk|+y+~o+m`+ifd+9666$cg

2$ I}qqem% Lyodb`r$ ?00 Dk$ ?%?00

estudo sobre artigo - qualidade do serviço público na malásia

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