Online Booking Systems To Manage Queue At Road Transport Department

Long waiting time has long been subjected as one of the main issues at the public sector service counter. This situation was not time justification and may trigger citizen to charge bad perceptions on the service provided which lead to downgraded reputation of the public sector. Road Transport Depar...

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Main Author:	Jiga, Iviana
Format:	Thesis
Language:	English English
Published:	2016
Subjects:	Q Science (General) QA76 Computer software
Online Access:	http://eprints.utem.edu.my/id/eprint/20763/1/Online%20Booking%20Systems%20To%20Manage%20Queue%20At%20Road%20Transport%20Department%20-%20Iviana%20Jiga%20-%2024%20Pages.pdf http://eprints.utem.edu.my/id/eprint/20763/2/Online%20Booking%20Systems%20To%20Manage%20Queue%20At%20Road%20Transport%20Department%20-%20Iviana%20Jiga.pdf
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id	my-utem-ep.20763
record_format	uketd_dc
institution	Universiti Teknikal Malaysia Melaka
collection	UTeM Repository
language	English English
topic	Q Science (General) QA76 Computer software
spellingShingle	Q Science (General) QA76 Computer software Jiga, Iviana Online Booking Systems To Manage Queue At Road Transport Department
description	Long waiting time has long been subjected as one of the main issues at the public sector service counter. This situation was not time justification and may trigger citizen to charge bad perceptions on the service provided which lead to downgraded reputation of the public sector. Road Transport Department (RTD) is one of the public sectors in Malaysia that has been experiencing the issue of excessive waits at their service counter. There were several alternatives that had been introduced to restrain this problem such as the implementation of e-government service through RTD official portal and providing other units to segregate demand such as commencement of other agencies including UTC and myEG. However, this situation still takes place and become one of the most pressing policy issues affecting RTD. Thus, the purpose of this study is to propose an online system that will aid in managing queue during the service and hence, to optimize the waiting time. There was few methods involved in order to achieve the objectives, including conducting observation, semi-structure interview and time study at RTD Bukit Katil, Melaka, develop the online system by using Adobe Dream Weaver, Adobe Cold Fusion and Oracle SQL Developer software, and verify and validate the system through questionnaire and usability study. The first online system is through online queue number booking system. Through this system, clients are able to book their queue number through online system. Besides that, this system also provides the waiting time duration to the clients so that they are able to present at the counter just in time before their service. The second proposal is by using an online queuing system. This system enables clients to book their appointments with the RTD staff according to the specific time. This system also allows client to come and to be attended on time. Through this system, in hope that the waiting time at the RTD could be optimize, besides improving the customer satisfaction and can be a reference for other government agencies to improve their services.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Jiga, Iviana
author_facet	Jiga, Iviana
author_sort	Jiga, Iviana
title	Online Booking Systems To Manage Queue At Road Transport Department
title_short	Online Booking Systems To Manage Queue At Road Transport Department
title_full	Online Booking Systems To Manage Queue At Road Transport Department
title_fullStr	Online Booking Systems To Manage Queue At Road Transport Department
title_full_unstemmed	Online Booking Systems To Manage Queue At Road Transport Department
title_sort	online booking systems to manage queue at road transport department
granting_institution	Universiti Teknikal Malaysia Melaka
granting_department	Faculty of Manufacturing Engineering
publishDate	2016
url	http://eprints.utem.edu.my/id/eprint/20763/1/Online%20Booking%20Systems%20To%20Manage%20Queue%20At%20Road%20Transport%20Department%20-%20Iviana%20Jiga%20-%2024%20Pages.pdf http://eprints.utem.edu.my/id/eprint/20763/2/Online%20Booking%20Systems%20To%20Manage%20Queue%20At%20Road%20Transport%20Department%20-%20Iviana%20Jiga.pdf
_version_	1747834001522950144
spelling	my-utem-ep.207632021-10-08T16:50:18Z Online Booking Systems To Manage Queue At Road Transport Department 2016 Jiga, Iviana Q Science (General) QA76 Computer software Long waiting time has long been subjected as one of the main issues at the public sector service counter. This situation was not time justification and may trigger citizen to charge bad perceptions on the service provided which lead to downgraded reputation of the public sector. Road Transport Department (RTD) is one of the public sectors in Malaysia that has been experiencing the issue of excessive waits at their service counter. There were several alternatives that had been introduced to restrain this problem such as the implementation of e-government service through RTD official portal and providing other units to segregate demand such as commencement of other agencies including UTC and myEG. However, this situation still takes place and become one of the most pressing policy issues affecting RTD. Thus, the purpose of this study is to propose an online system that will aid in managing queue during the service and hence, to optimize the waiting time. There was few methods involved in order to achieve the objectives, including conducting observation, semi-structure interview and time study at RTD Bukit Katil, Melaka, develop the online system by using Adobe Dream Weaver, Adobe Cold Fusion and Oracle SQL Developer software, and verify and validate the system through questionnaire and usability study. The first online system is through online queue number booking system. Through this system, clients are able to book their queue number through online system. Besides that, this system also provides the waiting time duration to the clients so that they are able to present at the counter just in time before their service. The second proposal is by using an online queuing system. This system enables clients to book their appointments with the RTD staff according to the specific time. This system also allows client to come and to be attended on time. Through this system, in hope that the waiting time at the RTD could be optimize, besides improving the customer satisfaction and can be a reference for other government agencies to improve their services. 2016 Thesis http://eprints.utem.edu.my/id/eprint/20763/ http://eprints.utem.edu.my/id/eprint/20763/1/Online%20Booking%20Systems%20To%20Manage%20Queue%20At%20Road%20Transport%20Department%20-%20Iviana%20Jiga%20-%2024%20Pages.pdf text en public http://eprints.utem.edu.my/id/eprint/20763/2/Online%20Booking%20Systems%20To%20Manage%20Queue%20At%20Road%20Transport%20Department%20-%20Iviana%20Jiga.pdf text en validuser https://plh.utem.edu.my/cgi-bin/koha/opac-detail.pl?biblionumber=104941 mphil masters Universiti Teknikal Malaysia Melaka Faculty of Manufacturing Engineering 1. Abdullah, M.H., 2005. Study on Outpatients’ Waiting Time in Hospital University Kebangsaan Malaysia (HUKM) Through the Six Sigma Approach1. 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