A NARRATIVE REVIEW ON GOVERNMENT CRISES MANAGEMENT AND REPUTATION IN FACING PUBLIC PERCEPTION DURING PANDEMIC COVID-19 IN MALAYSIA

Abstract

The public opinion of the government is crucial, and various problems can have a big impact on it. Government personnel that fail to deliver on their promises or engage in unethical behaviour taint the government's image, leading to citizen disenchantment. Accountability is essential for preserving a good reputation. Corruption, abuse of power, or negligence without proper repercussions erode trust in the system. Citizens want their leaders to be held accountable for their acts to keep the government's integrity. Furthermore, mishandling crises or neglecting to handle important concerns on time can amplify bad opinions. Poor crisis management reflects negatively on the government's ability and reactivity, undermining its reputation even more. Thus, the present study aims to identify Malaysia's strategies for handling COVID-19 and public perception in maintaining the government's reputation. To achieve this, the narrative review has been conducted on Google Scholar reviewing previous studies conducted since 2021 onwards. Findings show that Transparency, trust, and accountability are three pillars that influence how the public perceives government. When these aspects fail, it causes a negative perception to spread. One significant concern is a lack of transparency. When the acts, choices, or policies of the government are cloaked in secrecy or presented in an opaque manner, it generates suspicion and erodes trust. The public expects to have access to information that impacts their life, and any attempt to suppress or distort such information undermines credibility. Broken promises or discrepancies between words and behaviour cause trust deficiencies.