Usability evaluation on Complaint Management System at Penang Development Corporation / Nurrul Hidayah Abu Bakar

Usability evaluation on Complaint Management System at Penang Development Corporation / Nurrul Hidayah Abu Bakar

Complaints are a source of innovation and creativity to bring about systemic improvement in public service delivery. Therefore, Penang Development Corporation will continue to serve as the key focal point between the organization and the people in managing public complaint. Existing system known as...

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Main Author: Abu Bakar, Nurrul Hidayah
Format: Thesis
Language:English
Published: 2016
Online Access:https://ir.uitm.edu.my/id/eprint/63890/1/63890.PDF
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spelling my-uitm-ir.638902023-08-28T04:45:07Z Usability evaluation on Complaint Management System at Penang Development Corporation / Nurrul Hidayah Abu Bakar 2016 Abu Bakar, Nurrul Hidayah Complaints are a source of innovation and creativity to bring about systemic improvement in public service delivery. Therefore, Penang Development Corporation will continue to serve as the key focal point between the organization and the people in managing public complaint. Existing system known as Complaint Management System was developed since 2008 for managing the complaint. The objectives of this study are to investigate the current issues with Complaint Management System(CMS), to evaluate usability of Complaint Management System (CMS) and to improve Complaint Management System at Penang Development Corporation (PDC).This study also aims to provide design recommendation to improve the usability of system function in CMS. The evaluation method used in this study is query techniques where an interview was conducted to find out the usability problems in CMS. Results show a number of usability problem encountered by evaluators which can be categorized into three usability attributes of effectiveness, efficiency and satisfaction. From the findings, there are some recommendations given in order to improve and enhance the CMS for better functioning. 2016 Thesis https://ir.uitm.edu.my/id/eprint/63890/ https://ir.uitm.edu.my/id/eprint/63890/1/63890.PDF text en public masters Universiti Teknologi MARA (UiTM) Faculty of Computer and Mathematical Sciences Abdul Majid, Rogayah
institution Universiti Teknologi MARA
collection UiTM Institutional Repository
language English
advisor Abdul Majid, Rogayah
description Complaints are a source of innovation and creativity to bring about systemic improvement in public service delivery. Therefore, Penang Development Corporation will continue to serve as the key focal point between the organization and the people in managing public complaint. Existing system known as Complaint Management System was developed since 2008 for managing the complaint. The objectives of this study are to investigate the current issues with Complaint Management System(CMS), to evaluate usability of Complaint Management System (CMS) and to improve Complaint Management System at Penang Development Corporation (PDC).This study also aims to provide design recommendation to improve the usability of system function in CMS. The evaluation method used in this study is query techniques where an interview was conducted to find out the usability problems in CMS. Results show a number of usability problem encountered by evaluators which can be categorized into three usability attributes of effectiveness, efficiency and satisfaction. From the findings, there are some recommendations given in order to improve and enhance the CMS for better functioning.
format Thesis
qualification_level Master's degree
author Abu Bakar, Nurrul Hidayah
spellingShingle Abu Bakar, Nurrul Hidayah
Usability evaluation on Complaint Management System at Penang Development Corporation / Nurrul Hidayah Abu Bakar
author_facet Abu Bakar, Nurrul Hidayah
author_sort Abu Bakar, Nurrul Hidayah
title Usability evaluation on Complaint Management System at Penang Development Corporation / Nurrul Hidayah Abu Bakar
title_short Usability evaluation on Complaint Management System at Penang Development Corporation / Nurrul Hidayah Abu Bakar
title_full Usability evaluation on Complaint Management System at Penang Development Corporation / Nurrul Hidayah Abu Bakar
title_fullStr Usability evaluation on Complaint Management System at Penang Development Corporation / Nurrul Hidayah Abu Bakar
title_full_unstemmed Usability evaluation on Complaint Management System at Penang Development Corporation / Nurrul Hidayah Abu Bakar
title_sort usability evaluation on complaint management system at penang development corporation / nurrul hidayah abu bakar
granting_institution Universiti Teknologi MARA (UiTM)
granting_department Faculty of Computer and Mathematical Sciences
publishDate 2016
url https://ir.uitm.edu.my/id/eprint/63890/1/63890.PDF
_version_ 1783735360522551296

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