Government Communication Strategy: A Study Towards Goods and Services Tax (GST) Implementation in Malaysia

Ahmad Maslan; Nik Adzrieman  Abdul Rahman; Suhaini Muda

Keywords:

Government Communication

Planning and Strategy

Information Content

Failure Factors and Suggestion

Abstract

The research is conducted to study the effectiveness of government communication in implementing government policy, namely the Goods and Services (GST) taxation system. To detect the effectiveness of government communication from strategic planning strategies, to explore the content, the failure factors, and the recommendations from the informants for the future. The qualitative study involves 16 informants using in depth interview as a tool to collect the data. The findings show there are the weaknesses on the strategic planning, the content and social media control. However, there are some suggestions from the informant such as the strengthening of the strategies, communication, engagement, people sentiments and tax rate evaluation. The strategic planning is needed for the effective communication. Government communication is not only sending the persuasive messages to the public but also to convince them to accept the policy.
References
1. Abd Mansor, N. H., Mohamed, I. S., Ling, L. M., & Kasim, N. (2016). Information technology sophistication and goods and services tax in Malaysia. Procedia Economics and Finance, 35, 2-9.
2. Abdullah, H., dan Perbankan, K., Perniagaan, K., Idrus, A. A. M., & Mehat, N. (2013). Kefahaman dan kesediaan pengguna terhadap pelaksanaan Cukai Barang dan Perkhidmatan (GST): Satu tinjauan awal. Prosiding Persidangan Kebangsaan Ekonomi Malaysia Ke VIII, 689.
3. Andrews, M. (2022). This is how to think about and achieve public policy success.
4. Altourah, A. F., Chen, K. W., & Al-Kandari, A. A. (2021). The relationship between media use, perceptions and regime preference in post-Arab Spring countries. Global Media and Communication, 17(2), 231-259.
5. Amoatey, C., & Hayibor, M. V. K. (2017). Critical success factors for local government project stakeholder management. Built Environment Project and Asset Management, 7(2), 143-156.
6. Ataguba, O. A., & Ataguba, J. E. (2020). Social determinants of health: the role of effective communication in the COVID-19 pandemic in developing countries. Global health action, 13(1), 1788263.
7. Burnham, T. A., Ridinger, G., Carpenter, A., & Choi, L. (2020). Consumer suggestion sharing: helpful, pragmatic and conditional. European Journal of Marketing, 55(3), 726-762.
8. Besar, J. A., & Jali, M. F. M. (2010). Pemansuhan Dasar PPSMI: Tinjauan daripada Persepsi Parti Politik, Ahli Akademik dan NGO serta Pengalaman di Sekolah. Jurnal Melayu, 5(5), 177-197.
9. Campos, P. A., & Reich, M. R. (2019). Political analysis for health policy implementation. Health Systems & Reform, 5(3), 224-235.
10. Case, A. S., Kang, E., Krutsch, J., Bhojwani, J., Fanok, S., & Contreras, S. (2022). Stepping in and up to meet community needs: How community‐based college access and success programs responded to COVID‐19. Journal of Community Psychology, 50(7), 3023-3043.
11. Creswell, J. W., Fetters, M. D., & Ivankova, N. V. (2004). Designing a mixed methods study in primary care. The Annals of Family Medicine, 2(1), 7-12.
12. Critchlow, N., Moodie, C., Stead, M., Morgan, A., Newall, P. W., & Dobbie, F. (2020). Visibility of age restriction warnings, harm reduction messages and terms and conditions: a content analysis of paid-for gambling advertising in the United Kingdom. Public Health, 184, 79-88.
13. Ernst, N., Blassnig, S., Engesser, S., Büchel, F., & Esser, F. (2019). Populists prefer social media over talk shows: An analysis of populist messages and stylistic elements across six countries. Social media+ society, 5(1), 2056305118823358.
14. Fareed, M., Ahmad A., S. S. M. M., Noor, W. S. W. M. & Isa, M. F. M. (2022). What Makes Human Resource Professionals Effective? An Exploratory Lesson from Techno-Based Telco Firms of a Developing Country. Front. Psychol. 13:774165. doi: 10.3389/fpsyg.2022.774165.
15. Fareed, M., Ahmad, A., Salleh, S. S. M. M., & Saoula, O. (2019). What makes HR Professionals Effective? Qualitative Evidence from Telecom Sector of a Developing Country. Revista Argentina de Clínica Psicológica, 28(4), 603-617.
16. George, B., Walker, R. M., & Monster, J. (2019). Does strategic planning improve organizational performance? A meta‐analysis. Public Administration Review, 79(6), 810-819.
17. Godovykh, M., & Tasci, A. D. (2020). Customer experience in tourism: A review of definitions, components, and measurements. Tourism Management Perspectives, 35, 100694.
18. Hudson, B., Hunter, D., & Peckham, S. (2019). Policy failure and the policy-implementation gap: can policy support programs help?. Policy design and practice, 2(1), 1-14.
19. Hyland-Wood, B., Gardner, J., Leask, J., & Ecker, U. K. (2021). Toward effective government communication strategies in the era of COVID-19. Humanities and Social Sciences Communications, 8(1).
20. Ibrahim, S. N. L., Yusoff, Y. M., & Hassan, Z. (2021). Covid-19: Sikap, Motivasi dan Halangan Dalam Pelaksanaan Pengajaran dan Pembelajaran Dalam Talian (PdPDT) Pelajar Kolej Komuniti Semasa Perintah Kawalan Pergerakan (PKP). Jurnal Dunia Pendidikan, 3(4), 77-91.
21. Lerouge, R., Lema, M. D., & Arnaboldi, M. (2023). The role played by government communication on the level of public fear in social media: An investigation into the Covid-19 crisis in Italy. Government Information Quarterly, 101798.
22. Li, Y., & Xie, Y. (2020). Is a picture worth a thousand words? An empirical study of image content and social media engagement. Journal of Marketing Research, 57(1), 1-19.
23. Mahbob, M. H., Ali, N. A. S. M., Sulaiman, W. I. W., & Mahmud, W. A. W. (2019). Komunikasi strategik dan peranannya untuk mewujudkan komunikasi berkesan dalam organisasi. Jurnal Komunikasi, 35(2), 49-67.
24. Palil, M. R., & Ibrahim, M. A. (2011). The impacts of goods and services tax (GST) on middle income earners in Malaysia. World Review of Business Research, 1(3), 192-206.
25. Pikkarainen, M., Hyrkäs, E., & Martin, M. (2020). Success factors of demand-driven open innovation as a policy instrument in the case of the healthcare industry. Journal of Open Innovation: Technology, Market, and Complexity, 6(2), 39.
26. Pasquier, M. and J.-P. Villeneuve (2011). Marketing Management and Communications in the Public Sector, New York, Routledge.
27. Shahbaznezhad, H., Dolan, R., & Rashidirad, M. (2021). The role of social media content format and platform in users’ engagement behavior. Journal of Interactive Marketing, 53(1), 47-65.
28. Tashakkori, A., & Creswell, J. W. (2007). Exploring the nature of research questions in mixed methods research. Journal of mixed methods research, 1(3), 207-211.

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to cite

Maslan, A., Abdul Rahman, N. A., & Muda, S. (2023). Government Communication Strategy: A Study Towards Goods and Services Tax (GST) Implementation in Malaysia. Multidisciplinary Science Journal, (| Accepted Articles). Retrieved from https://malque.pub/ojs/index.php/msj/article/view/3611

[1] Abd Mansor, N. H., Mohamed, I. S., Ling, L. M., & Kasim, N. (2016). Information technology sophistication and goods and services tax in Malaysia. Procedia Economics and Finance, 35, 2-9.

[2] Abdullah, H., dan Perbankan, K., Perniagaan, K., Idrus, A. A. M., & Mehat, N. (2013). Kefahaman dan kesediaan pengguna terhadap pelaksanaan Cukai Barang dan Perkhidmatan (GST): Satu tinjauan awal. Prosiding Persidangan Kebangsaan Ekonomi Malaysia Ke VIII, 689.

[3] Andrews, M. (2022). This is how to think about and achieve public policy success.

[4] Altourah, A. F., Chen, K. W., & Al-Kandari, A. A. (2021). The relationship between media use, perceptions and regime preference in post-Arab Spring countries. Global Media and Communication, 17(2), 231-259.

[5] Amoatey, C., & Hayibor, M. V. K. (2017). Critical success factors for local government project stakeholder management. Built Environment Project and Asset Management, 7(2), 143-156.

[6] Ataguba, O. A., & Ataguba, J. E. (2020). Social determinants of health: the role of effective communication in the COVID-19 pandemic in developing countries. Global health action, 13(1), 1788263.

[7] Burnham, T. A., Ridinger, G., Carpenter, A., & Choi, L. (2020). Consumer suggestion sharing: helpful, pragmatic and conditional. European Journal of Marketing, 55(3), 726-762.

[8] Besar, J. A., & Jali, M. F. M. (2010). Pemansuhan Dasar PPSMI: Tinjauan daripada Persepsi Parti Politik, Ahli Akademik dan NGO serta Pengalaman di Sekolah. Jurnal Melayu, 5(5), 177-197.

[9] Campos, P. A., & Reich, M. R. (2019). Political analysis for health policy implementation. Health Systems & Reform, 5(3), 224-235.

[10] Case, A. S., Kang, E., Krutsch, J., Bhojwani, J., Fanok, S., & Contreras, S. (2022). Stepping in and up to meet community needs: How community‐based college access and success programs responded to COVID‐19. Journal of Community Psychology, 50(7), 3023-3043.

[11] Creswell, J. W., Fetters, M. D., & Ivankova, N. V. (2004). Designing a mixed methods study in primary care. The Annals of Family Medicine, 2(1), 7-12.

[12] Critchlow, N., Moodie, C., Stead, M., Morgan, A., Newall, P. W., & Dobbie, F. (2020). Visibility of age restriction warnings, harm reduction messages and terms and conditions: a content analysis of paid-for gambling advertising in the United Kingdom. Public Health, 184, 79-88.

[13] Ernst, N., Blassnig, S., Engesser, S., Büchel, F., & Esser, F. (2019). Populists prefer social media over talk shows: An analysis of populist messages and stylistic elements across six countries. Social media+ society, 5(1), 2056305118823358.

[14] Fareed, M., Ahmad A., S. S. M. M., Noor, W. S. W. M. & Isa, M. F. M. (2022). What Makes Human Resource Professionals Effective? An Exploratory Lesson from Techno-Based Telco Firms of a Developing Country. Front. Psychol. 13:774165. doi: 10.3389/fpsyg.2022.774165.

[15] Fareed, M., Ahmad, A., Salleh, S. S. M. M., & Saoula, O. (2019). What makes HR Professionals Effective? Qualitative Evidence from Telecom Sector of a Developing Country. Revista Argentina de Clínica Psicológica, 28(4), 603-617.

[16] George, B., Walker, R. M., & Monster, J. (2019). Does strategic planning improve organizational performance? A meta‐analysis. Public Administration Review, 79(6), 810-819.

[17] Godovykh, M., & Tasci, A. D. (2020). Customer experience in tourism: A review of definitions, components, and measurements. Tourism Management Perspectives, 35, 100694.

[18] Hudson, B., Hunter, D., & Peckham, S. (2019). Policy failure and the policy-implementation gap: can policy support programs help?. Policy design and practice, 2(1), 1-14.

[19] Hyland-Wood, B., Gardner, J., Leask, J., & Ecker, U. K. (2021). Toward effective government communication strategies in the era of COVID-19. Humanities and Social Sciences Communications, 8(1).

[20] Ibrahim, S. N. L., Yusoff, Y. M., & Hassan, Z. (2021). Covid-19: Sikap, Motivasi dan Halangan Dalam Pelaksanaan Pengajaran dan Pembelajaran Dalam Talian (PdPDT) Pelajar Kolej Komuniti Semasa Perintah Kawalan Pergerakan (PKP). Jurnal Dunia Pendidikan, 3(4), 77-91.

[21] Lerouge, R., Lema, M. D., & Arnaboldi, M. (2023). The role played by government communication on the level of public fear in social media: An investigation into the Covid-19 crisis in Italy. Government Information Quarterly, 101798.

[22] Li, Y., & Xie, Y. (2020). Is a picture worth a thousand words? An empirical study of image content and social media engagement. Journal of Marketing Research, 57(1), 1-19.

[23] Mahbob, M. H., Ali, N. A. S. M., Sulaiman, W. I. W., & Mahmud, W. A. W. (2019). Komunikasi strategik dan peranannya untuk mewujudkan komunikasi berkesan dalam organisasi. Jurnal Komunikasi, 35(2), 49-67.

[24] Palil, M. R., & Ibrahim, M. A. (2011). The impacts of goods and services tax (GST) on middle income earners in Malaysia. World Review of Business Research, 1(3), 192-206.

[25] Pikkarainen, M., Hyrkäs, E., & Martin, M. (2020). Success factors of demand-driven open innovation as a policy instrument in the case of the healthcare industry. Journal of Open Innovation: Technology, Market, and Complexity, 6(2), 39.

[26] Pasquier, M. and J.-P. Villeneuve (2011). Marketing Management and Communications in the Public Sector, New York, Routledge.

[27] Shahbaznezhad, H., Dolan, R., & Rashidirad, M. (2021). The role of social media content format and platform in users’ engagement behavior. Journal of Interactive Marketing, 53(1), 47-65.

[28] Tashakkori, A., & Creswell, J. W. (2007). Exploring the nature of research questions in mixed methods research. Journal of mixed methods research, 1(3), 207-211.

Abstract

References

How to cite