Survey on The Effectiveness of Adding Counters or Upgrading Online in Reducing Congestion at The Main Counter of The Johor State Road Transport Department

Abstract

This study aims to assess the effectiveness of the strategy of adding physical counters and improving the online service system in an effort to reduce congestion at the main counter of the Johor Road Transport Department (JPJ). Congestion at the counter is often associated with an increase in the number of customers, a variety of transactions, and the need to obtain immediate services. Therefore, a dual-focus approach, namely increasing the number of counters and improving the quality of digital services, is considered a relevant and effective solution. Through a questionnaire survey method and secondary data analysis, this study found that users showed a higher level of satisfaction when online service options were offered, especially for license renewals and payment of summonses. However, certain customer segments are still more likely to use physical counters due to familiarity and confidence in face-to-face interaction. This finding suggests that the effectiveness of the solution depends on a balanced integration between a user-friendly digital system and the strategic addition of physical counters. In conclusion, digital transformation needs to be combined with counter operations management to ensure overall effectiveness in reducing congestion and increasing customer satisfaction.