The Impact of Digitalisation of Road Transport Department (RTD) Service to Organization Effectiveness

The Road Transport Department of Malaysia is a government land division department which is supervised by Ministry of Transport Malaysia. The department is responsible in enforcing the Road Transport Act 1987 to ensure the safety of road users. Issuing of car plate numbers, road tax and licensing of drivers are part of the responsibility of this department. The organization undertakes the responsibility of providing a high quality service and management of revenue collection through a highly transparent and efficient approach. Being one of the government agencies that provides various services to the public, digitalization process is a must and significant to provide high quality services to customer. In a busy organisation like the RTD, it is important that the management can file, find, and store documents in a quick and effective way. However, it should be noted that the success of implementation of digital transformation in RTD would influence the organization effectiveness. Thus, this research is focusing on investigating the factors that influences the successfulness of digitalization in RTD. In order to achieve the objective, this research utilizes Technology Acceptance Model (TAM) to study the user’s behavior. Perceived usefulness, perceived ease of use, relative advantage, compatibility and trustworthiness was identified as the factors that influence behavior intention to use among the staff in RTD. This research managed to develop six hypotheses. A quantitative research design was chosen with a 5 point Likert scale survey questions as the primary research tool. 208 respondents were selected within the staff of RTD in Melaka. The results of analysis showed that relative advantage, compatibility and trustworthiness are positively significant to the behavior intention to use. In addition, behavior intention to use is positively significant to the organization effectiveness. As for perceived usefulness and perceived ease of use, the analysis showed no significant impact. Hence, the management should always encourage the usage of digitalization throughout the RTD agency. Consistent training and continuous learning of digital system will help the staff to favor digital system and continue doing so.