MEASURING CUSTOMER PERCEPTION TOWARDS ROAD TRANSPORT DEPARTMENT BRANCHES BASED ON CONTENT ANALYSIS
Wan Aqmal Azhar W Abd Aziz1, S.Sarifah Radiah Shariff2* and Wan Mazlina Wan
Mohamed3
1,2,3Malaysia Institute of Transport (MITRANS), Universiti Teknologi MARA (UiTM),
40450 Shah Alam, Selangor, Malaysia
1Bahagian Penguatkuasa JPJ Negeri Perak, Jalan Kompleks Sukan, 30620 Ipoh, Perak,
Malaysia
2Faculty of Computer & Mathematical Sciences, Universiti Teknologi MARA, Shah Alam
1This email address is being protected from spambots. You need JavaScript enabled to view it., 2*This email address is being protected from spambots. You need JavaScript enabled to view it., 3This email address is being protected from spambots. You need JavaScript enabled to view it.
ABSTRACT
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.
Keywords: Content Analysis, Customer Perception, Google Map Review, Star Rating.
Published On: 31 March 2022
