Project Title The Saudi General Satisfaction Formula for Measuring Citizen Satisfaction with Rate-Related Services in Local Authorities
Project Category Innovation
Abstract Services providers like local authorities must obtain feedbacks from their customers or citizens they served in order to stay relevant. The citizens are becoming very sensitive to poor quality services and this contributed to poor revenue collections when taxpayers are reluctant to pay and ignore the payment of annual assessment rates. The Saudi General Satisfaction Formula (SGSF) is developed to assists local authorities to determine citizen satisfaction level on rate-related services such as General Purpose, Street Lighting, Scavenging and Road Maintenance services. The formula is conceptualized and manipulated from arithmetic average where the sum of the mean values of rate-related services divided by the total sum of full satisfaction based on five-band Likert’s scale to give the satisfaction level in percentage. The formula has been tested on the ground with Mukah and Dalat District Council and has produced the result. Implementing the formula saves time and cost compared to similar conventional research. This innovation helps the local authorities to stay relevant in the new digital economy era of the Fourth Industrial Revolution, and beyond.
Validation Status Validated
Validation Date 2020-02-29


Staff Status
Noorfadhleen binti Mahmud Member
Junaidi @ Saudi B. Haji Narani, Dr Leader
Tang Howe Eng, Dr. Member


Event Name Event Date Event Level Achievement Event Venue
Innovation Technology Expo 2019 (InTEX 2019) 2019-07-24 State Silver Hotel Imperial Kuching
Invention, Innovation and Design Exposition 2019 (IIDEx 2019) 2019-09-10 National Bronze Dewan Agung Tuanku Canselor, UiTM Shah Alam
The Invention, Innovation and Design Pre-Selection Competition 2019-08-01 Campus Participation UiTMCS, Kampus Mukah