An evaluation of the Road Transport Department counter service towards the quality of RTD'S customers satisfaction in Kota Kinabalu

Jimmy Daukit Yangus (2007) An evaluation of the Road Transport Department counter service towards the quality of RTD'S customers satisfaction in Kota Kinabalu. Masters thesis, Universiti Malaysia Sabah.

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Abstract

The Road Transport Department, Sabah (RTD) has undergone various evolutionary changes and has become a rather complex organization since it inception on February 27, 1963. The RTD has always made an effort to improve and enhance the quality of its customer services. Despite these efforts, RTD still receives numerous complaints from unsatisfied customers. The purpose of this research is to identify the significant relationship between the satisfaction of RTD customers towards the quality of staff's attitude, queuing (waiting time) and facility. A total of 200 questionnaires were distributed to RTD customers in Bundusan Road Penampang, Kota Kinabalu, but only 172 questionnaires were returned for analysis. The findings show that quality of staff attitudes, queuing (waiting time), and counter facility are not a strong determinant towards RTD customers' satisfaction. The findings in this research will be used as a guideline for RTD to seek for relevant remedies for unsatisfied customers and formulate strategies to deliver customer service excellence.

Item Type:	Thesis (Masters)
Keyword:	Road Transport Department, Customer satisfaction, Public sector services, Service quality, Queuing time
Subjects:	H Social Sciences > HF Commerce > HF1-6182 Commerce > HF5001-6182 Business > HF5410-5417.5 Marketing. Distribution of products
Department:	SCHOOL > School of Business and Economics
Depositing User:	DG MASNIAH AHMAD -
Date Deposited:	15 Jul 2025 12:32
Last Modified:	15 Jul 2025 12:32
URI:	https://eprints.ums.edu.my/id/eprint/44450

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