DYNAMICS OF PUBLIC PERCEPTION TOWARD THE PERFORMANCE OF MUSLIMAT PAS REPRESENTATIVES: AN ANALYSIS OF SERVICE QUALITY AND POLITICAL LEGITIMACY
Dinamika Persepsi Rakyat Terhadap Prestasi Wakil Rakyat Muslimat PAS: Analisis Kualiti Perkhidmatan dan Legitimasi Politik
Abstract
In Malaysia’s increasingly open political landscape, the role of Muslim women through the Dewan Muslimat PAS has become more prominent as a voice for society and as providers of service grounded in religious values. However, there remains a lack of studies assessing how the public evaluates the quality of service and sincerity of their leadership in managing welfare and fulfilling public trust. Previous studies have largely focused on political participation but have yet to examine the relationship between service quality and public perception of the leaders’ character and leadership capacity. This study aims to examine the relationship between public perception and the quality of service provided by Muslimat PAS representatives within the context of Islamic political leadership by adapting the SERVQUAL model grounded in the values of compassion, trustworthiness, and social responsibility. A cross-sectional survey design was employed, involving 2,846 respondents from Parliamentary and State constituencies represented by Muslimat PAS. Data were analyzed using descriptive statistics and Pearson correlation. Results indicate that service quality was rated highly, while public perception of Muslimat PAS leadership was also positive. The dimensions of compassion and competence recorded the highest scores, followed by assurance and responsiveness. Pearson correlation analysis revealed a strong and significant positive relationship between service quality and public perception. The study demonstrates that leadership characterized by trustworthiness, approachability, and prompt action strengthens public confidence and trust. Human-centered values and communication founded on empathy and responsibility form the basis of political legitimacy and public acceptance of Muslim women’s leadership in Islam.
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