This study focuses on service quality in a public sector, Malaysia. This research is aimed at exploring the relationship between empowerment and responsiveness towards work quality, while reviewing customers' satisfaction towards government services, particularly towards the Royal Malaysian Police agency. This paper describes how the Royal Malaysian Police can use their employee work quality through the effectiveness, efficiency and productivity systems as tools to help them reach the highest level of customer satisfaction. Multivariate multiple regression technique was used to measure the relationship between the empowerment and responsiveness towards work quality of the employee. This study concludes that empowerment factor does significantly affect the work quality of the government employees, but their work quality does not satisfy the customers.

One of the biggest challenges in public sector is to make the customer satisfied. The service provider of public sector in Malaysia face greater challenge in making their customers happy due to the lame systems. This paper attempts to develop a general framework by examining the concepts of professionalism, accountability, work quality, and customer satisfaction. The main purpose of this study is to increase the customer satisfaction by focusing on effectiveness, efficiency and productivity of a RMP staff through professionalism and accountability. In this study, the convenience sampling is used for data collection. A total of 86 respondents were participated in this research. The data has been gathered from the respective employees of the front-line services to measure the customer satisfaction based on the employees. The attempt of this paper is to improve the Effectiveness, Efficiency, and Productivity for the service delivery in public sector.