FACTORS INFLUENCING STAFF COMPLYING WITH SOP:
A STUDY AT ROAD TRANSPORT DEPARTMENT (RTD) KOTA BHARU, KELANTAN
Amyzulliana Zulkifli1* ,S.Sarifah Radiah Shariff2
1*,2Malaysia Institute of Transport (MITRANS), Universiti Teknologi MARA (UiTM), 40450 Shah Alam, Selangor, Malaysia
1*Malaysia Road Transport Academy, Kilometer 15, Jalan Tiang Dua, Air Molek, Melaka
1*This email address is being protected from spambots. You need JavaScript enabled to view it., 2This email address is being protected from spambots. You need JavaScript enabled to view it.
ABSTRACT
Standard Operating Procedure (SOP) is an effective tool for controlling everyday transactions in Road Transport Department (RTD). There are in the form of a written document that elaborates every small activity of the RTD transaction from its conception to completion. The SOP helps to create a proper “communication chain” among people working in RTD, which are customers, runners, and RTD personnel. The SOP gives clarity on when and who should implement the activities, SOP is easily formulated and adjusted to the needs of the development of applicable policy. SOP gives an abstract of different activities to be taken in a specific transaction. The step-by-step actions enlisted by SOP are of great assistance in keeping a check on actions taken or transactions to be conducted. Thus, SOP works as a guiding path. Though the use of SOP is inevitable, there is resistance to adopt the stringent principles and practices of SOP. The objectives of this paper are to determine the factors contributing to the non-compliance of the standard operating procedure (SOP) and to study the suitability of instruments used in order to analyse the factors presented in the Literature Review in the context of RTD Branches in Kelantan. Data were collected using an online questionnaire and analysed using Descriptive Analysis, Correlation coefficient, Cronbach´s Alpha, and Multiple Regression Analysis.
Keywords: Disparity Implementation, Non-Compliance, “Prosedur Saman Semula (DNAA)”, Standardization, Standard Operation Procedure
Published On: 10 October 2023
