MEASURING CUSTOMER PERCEPTION TOWARDS ROAD TRANSPORT DEPARTMENT BRANCHES BASED ON CONTENT ANALYSIS
Customer perception is an important element for all service providers including government office. The road transport enforcer, Road Transport Department (RTD) Malaysia always ensures that the customers are satisfied with their services especially at their service counters throughout the country. Cu...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
UiTM Press
2022-03-01
|
| Series: | Malaysian Journal of Computing |
| Subjects: |
| _version_ | 1797450960241426432 |
|---|---|
| author | Wan Aqmal Azhar W Abd Aziz S.Sarifah Radiah Sharif Wan Mazlina Wan Mohamed |
| author_facet | Wan Aqmal Azhar W Abd Aziz S.Sarifah Radiah Sharif Wan Mazlina Wan Mohamed |
| author_sort | Wan Aqmal Azhar W Abd Aziz |
| collection | DOAJ |
| description | Customer perception is an important element for all service providers including government office. The road transport enforcer, Road Transport Department (RTD) Malaysia always ensures that the customers are satisfied with their services especially at their service counters throughout the country. Customer perception is shaped by multiple variables including direct and indirect interaction offered by government office like RTD. In this study, customers’ perception towards RTD Perak state is explored. This includes all six branches within Perak state which are UTC Ipoh branch, Taiping Branch, Manjung Branch, Tapah Branch and Teluk Intan Branch, based on google maps review star rating. Details analysis on the comments left by the customers is done using content analysis and correlation analysis. Result shows the positive impact for the RTD especially and all public servant agencies generally. |
| first_indexed | 2024-03-09T14:48:02Z |
| format | Article |
| id | doaj.art-19648fb4d58b407d9f89f66d84162b06 |
| institution | Directory Open Access Journal |
| issn | 2600-8238 |
| language | English |
| last_indexed | 2024-03-09T14:48:02Z |
| publishDate | 2022-03-01 |
| publisher | UiTM Press |
| record_format | Article |
| series | Malaysian Journal of Computing |
| spelling | doaj.art-19648fb4d58b407d9f89f66d84162b062023-11-26T16:29:36ZengUiTM PressMalaysian Journal of Computing2600-82382022-03-01711056106610.24191/mjoc.v7i1.15661MEASURING CUSTOMER PERCEPTION TOWARDS ROAD TRANSPORT DEPARTMENT BRANCHES BASED ON CONTENT ANALYSISWan Aqmal Azhar W Abd Aziz0S.Sarifah Radiah Sharif1Wan Mazlina Wan Mohamed2Malaysia Institute of Transport (MITRANS), Universiti Teknologi MARA (UiTM), 40450 Shah Alam, Selangor, Malaysia, Bahagian Penguatkuasa JPJ Negeri Perak, Jalan Kompleks Sukan, 30620 Ipoh, Perak, MalaysiaMalaysia Institute of Transport (MITRANS), Universiti Teknologi MARA (UiTM), 40450 Shah Alam, Selangor, Malaysia, Faculty of Computer & Mathematical Sciences, Universiti Teknologi MARA, Shah Alam 1wanaqmal@jpj.gov.my, 2*shari990@uitm.edu.my, 3wmazlina@uitm.edu.myMalaysia Institute of Transport (MITRANS), Universiti Teknologi MARA (UiTM), 40450 Shah Alam, Selangor, MalaysiaCustomer perception is an important element for all service providers including government office. The road transport enforcer, Road Transport Department (RTD) Malaysia always ensures that the customers are satisfied with their services especially at their service counters throughout the country. Customer perception is shaped by multiple variables including direct and indirect interaction offered by government office like RTD. In this study, customers’ perception towards RTD Perak state is explored. This includes all six branches within Perak state which are UTC Ipoh branch, Taiping Branch, Manjung Branch, Tapah Branch and Teluk Intan Branch, based on google maps review star rating. Details analysis on the comments left by the customers is done using content analysis and correlation analysis. Result shows the positive impact for the RTD especially and all public servant agencies generally.content analysiscustomer perceptiongoogle map reviewstar rating |
| spellingShingle | Wan Aqmal Azhar W Abd Aziz S.Sarifah Radiah Sharif Wan Mazlina Wan Mohamed MEASURING CUSTOMER PERCEPTION TOWARDS ROAD TRANSPORT DEPARTMENT BRANCHES BASED ON CONTENT ANALYSIS Malaysian Journal of Computing content analysis customer perception google map review star rating |
| title | MEASURING CUSTOMER PERCEPTION TOWARDS ROAD TRANSPORT DEPARTMENT BRANCHES BASED ON CONTENT ANALYSIS |
| title_full | MEASURING CUSTOMER PERCEPTION TOWARDS ROAD TRANSPORT DEPARTMENT BRANCHES BASED ON CONTENT ANALYSIS |
| title_fullStr | MEASURING CUSTOMER PERCEPTION TOWARDS ROAD TRANSPORT DEPARTMENT BRANCHES BASED ON CONTENT ANALYSIS |
| title_full_unstemmed | MEASURING CUSTOMER PERCEPTION TOWARDS ROAD TRANSPORT DEPARTMENT BRANCHES BASED ON CONTENT ANALYSIS |
| title_short | MEASURING CUSTOMER PERCEPTION TOWARDS ROAD TRANSPORT DEPARTMENT BRANCHES BASED ON CONTENT ANALYSIS |
| title_sort | measuring customer perception towards road transport department branches based on content analysis |
| topic | content analysis customer perception google map review star rating |
| work_keys_str_mv | AT wanaqmalazharwabdaziz measuringcustomerperceptiontowardsroadtransportdepartmentbranchesbasedoncontentanalysis AT ssarifahradiahsharif measuringcustomerperceptiontowardsroadtransportdepartmentbranchesbasedoncontentanalysis AT wanmazlinawanmohamed measuringcustomerperceptiontowardsroadtransportdepartmentbranchesbasedoncontentanalysis |