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020 _aTHE0001576(Local)
039 9 _a201905271127
_basmadi
_c201502020954
_dfawwaz
_c201411131529
_dtraining2
_c201411101312
_dtraining2
_y201411101245
_ztraining2
040 _aUMP
090 _aHD9980 .H55 2013 r Bc.
100 0 _aHilmi Rasyad Mohd Hassan
245 1 4 _aThe impact of technology application in the improvement of service delivery:
_ba case study at the Road Transport Department Malaysia law enforcement division of Pulau Pinang /
_cHilmi Rasyad Mohd Hassan
260 _aKuantan, Pahang :
_bUMP,
_c2013
300 _axv, 52 p. :
_bill. (some col.) ;
_c30 cm. +
_e1 CD-ROM
500 _aFaculty of Engineering Technology
502 _aProject Paper (Bachelor Degree in Industrial Technology Management with Honours ) -- Universiti Malaysia Pahang – 2013
504 _aBibliography : p. 53-57
520 3 _aThis 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.
650 0 _aInformation tehcnology
650 0 _aService industries
999 _aVIRTUA40
_c5678
_d5684
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