The impact of technology application in the improvement of service delivery: a case study at the Road Transport Department Malaysia law enforcement division of Pulau Pinang

The impact of technology application in the improvement of service delivery: a case study at the Road Transport Department Malaysia law enforcement division of Pulau Pinang

This study is an attempt to learn the impact of ICT in service delivery with the special focus on Road Transport Department (JPJ) Malaysia. It deals with the service sector that implements ICT infrastructure to enhance the services being produced by the application of technology. This study aims to...

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Bibliographic Details
Main Author: Hilmi Rasyad, Mohd Hassan
Format: Undergraduates Project Papers
Language:English
Published: 2013
Subjects:
HD Industries. Land use. Labor
Online Access:http://umpir.ump.edu.my/id/eprint/9173/
http://umpir.ump.edu.my/id/eprint/9173/
http://umpir.ump.edu.my/id/eprint/9173/1/CD8435%20%40%2052.pdf
id ump-9173
recordtype eprints
spelling ump-91732016-05-09T02:27:37Z http://umpir.ump.edu.my/id/eprint/9173/ The impact of technology application in the improvement of service delivery: a case study at the Road Transport Department Malaysia law enforcement division of Pulau Pinang Hilmi Rasyad, Mohd Hassan HD Industries. Land use. Labor This study is an attempt to learn the impact of ICT in service delivery with the special focus on Road Transport Department (JPJ) Malaysia. It deals with the service sector that implements ICT infrastructure to enhance the services being produced by the application of technology. This study aims to understand effectiveness of e-services in terms of improvement in service delivery. The effectiveness of services delivered is recognized through the time factor by delivering time effective services. This study also tries to understand the level of technology absorption of the organization, and do technology application influence the effectiveness of service provided. The technology application means the ICT infrastructure implementation by the department. In other words, the improvement in service delivery is analysed through effectiveness of services to identify the influences of the factors on service delivery improvement. A qualitative method was being used as the research data collection method that has a combination of content analysis, using historical data and survey through in-depth interview. The findings of this study show that the effectiveness of e-services is influenced by time factor. The findings also show that the contributing factor of ICT infrastructure, infrastructure maintenance influences the effectiveness of the services. Meanwhile, the customer satisfaction ensures the effectiveness of services provided. Therefore, the results show that the contributing factors have significant relationship with service delivery improvement. 2013-12 Undergraduates Project Papers NonPeerReviewed application/pdf en http://umpir.ump.edu.my/id/eprint/9173/1/CD8435%20%40%2052.pdf Hilmi Rasyad, Mohd Hassan (2013) The impact of technology application in the improvement of service delivery: a case study at the Road Transport Department Malaysia law enforcement division of Pulau Pinang. Faculty Of Engineering Technology, Universiti Malaysia Pahang. http://iportal.ump.edu.my/lib/item?id=chamo:83211&theme=UMP2
repository_type Digital Repository
institution_category Local University
institution Universiti Malaysia Pahang
building UMP Institutional Repository
collection Online Access
language English
topic HD Industries. Land use. Labor
spellingShingle HD Industries. Land use. Labor
Hilmi Rasyad, Mohd Hassan
The impact of technology application in the improvement of service delivery: a case study at the Road Transport Department Malaysia law enforcement division of Pulau Pinang
description This study is an attempt to learn the impact of ICT in service delivery with the special focus on Road Transport Department (JPJ) Malaysia. It deals with the service sector that implements ICT infrastructure to enhance the services being produced by the application of technology. This study aims to understand effectiveness of e-services in terms of improvement in service delivery. The effectiveness of services delivered is recognized through the time factor by delivering time effective services. This study also tries to understand the level of technology absorption of the organization, and do technology application influence the effectiveness of service provided. The technology application means the ICT infrastructure implementation by the department. In other words, the improvement in service delivery is analysed through effectiveness of services to identify the influences of the factors on service delivery improvement. A qualitative method was being used as the research data collection method that has a combination of content analysis, using historical data and survey through in-depth interview. The findings of this study show that the effectiveness of e-services is influenced by time factor. The findings also show that the contributing factor of ICT infrastructure, infrastructure maintenance influences the effectiveness of the services. Meanwhile, the customer satisfaction ensures the effectiveness of services provided. Therefore, the results show that the contributing factors have significant relationship with service delivery improvement.
format Undergraduates Project Papers
author Hilmi Rasyad, Mohd Hassan
author_facet Hilmi Rasyad, Mohd Hassan
author_sort Hilmi Rasyad, Mohd Hassan
title The impact of technology application in the improvement of service delivery: a case study at the Road Transport Department Malaysia law enforcement division of Pulau Pinang
title_short The impact of technology application in the improvement of service delivery: a case study at the Road Transport Department Malaysia law enforcement division of Pulau Pinang
title_full The impact of technology application in the improvement of service delivery: a case study at the Road Transport Department Malaysia law enforcement division of Pulau Pinang
title_fullStr The impact of technology application in the improvement of service delivery: a case study at the Road Transport Department Malaysia law enforcement division of Pulau Pinang
title_full_unstemmed The impact of technology application in the improvement of service delivery: a case study at the Road Transport Department Malaysia law enforcement division of Pulau Pinang
title_sort impact of technology application in the improvement of service delivery: a case study at the road transport department malaysia law enforcement division of pulau pinang
publishDate 2013
url http://umpir.ump.edu.my/id/eprint/9173/
http://umpir.ump.edu.my/id/eprint/9173/
http://umpir.ump.edu.my/id/eprint/9173/1/CD8435%20%40%2052.pdf
first_indexed 2023-09-18T22:07:28Z
last_indexed 2023-09-18T22:07:28Z
_version_ 1777414804104806400

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