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Evaluation of Tenaga Nasional Berhad payment kiosk: article / Nadirah Rahmat

Self-service payment kiosks are now widely used in Malaysia including at Tenaga Nasional Berhad (TNB). This payment kiosks become required for TNB to shorten the time of counter services. Hence Tenaga Nasional Berhad is applying this payment kiosk in order to improve customer experience and to gain...

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Main Author: Rahmat, Nadirah
Format: Article
Language:English
Published: 2016
Subjects:
TK Electrical engineering. Electronics. Nuclear engineering
Online Access:https://ir.uitm.edu.my/id/eprint/108564/1/108564.pdf
https://ir.uitm.edu.my/id/eprint/108564/
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spelling my.uitm.ir.1085642025-01-02T15:59:44Z https://ir.uitm.edu.my/id/eprint/108564/ Evaluation of Tenaga Nasional Berhad payment kiosk: article / Nadirah Rahmat Rahmat, Nadirah TK Electrical engineering. Electronics. Nuclear engineering Self-service payment kiosks are now widely used in Malaysia including at Tenaga Nasional Berhad (TNB). This payment kiosks become required for TNB to shorten the time of counter services. Hence Tenaga Nasional Berhad is applying this payment kiosk in order to improve customer experience and to gain trust. However, TNB Payment Kiosk has provided difficulty to the user with several issue such unable to display updated bill amount, no sound and alert when performing a transaction. Users are from various age groups and background which involve a lot in customer relationship. This study is related to usability and this issues is to provide the evaluation of the kiosks. This study also has developed the usability model for evaluation that contains seven factors. With the evaluation has been conducted, recommendations are provided after the issues have been identified so that developers can make enhancement to the system. This will help to improve the payment kiosks are implemented at TNB and enhance the Tenaga Nasional Berhad productivity in the customer service 2016 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/108564/1/108564.pdf Evaluation of Tenaga Nasional Berhad payment kiosk: article / Nadirah Rahmat. (2016) pp. 1-8.
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic TK Electrical engineering. Electronics. Nuclear engineering
spellingShingle TK Electrical engineering. Electronics. Nuclear engineering
Rahmat, Nadirah
Evaluation of Tenaga Nasional Berhad payment kiosk: article / Nadirah Rahmat
description Self-service payment kiosks are now widely used in Malaysia including at Tenaga Nasional Berhad (TNB). This payment kiosks become required for TNB to shorten the time of counter services. Hence Tenaga Nasional Berhad is applying this payment kiosk in order to improve customer experience and to gain trust. However, TNB Payment Kiosk has provided difficulty to the user with several issue such unable to display updated bill amount, no sound and alert when performing a transaction. Users are from various age groups and background which involve a lot in customer relationship. This study is related to usability and this issues is to provide the evaluation of the kiosks. This study also has developed the usability model for evaluation that contains seven factors. With the evaluation has been conducted, recommendations are provided after the issues have been identified so that developers can make enhancement to the system. This will help to improve the payment kiosks are implemented at TNB and enhance the Tenaga Nasional Berhad productivity in the customer service
format Article
author Rahmat, Nadirah
author_facet Rahmat, Nadirah
author_sort Rahmat, Nadirah
title Evaluation of Tenaga Nasional Berhad payment kiosk: article / Nadirah Rahmat
title_short Evaluation of Tenaga Nasional Berhad payment kiosk: article / Nadirah Rahmat
title_full Evaluation of Tenaga Nasional Berhad payment kiosk: article / Nadirah Rahmat
title_fullStr Evaluation of Tenaga Nasional Berhad payment kiosk: article / Nadirah Rahmat
title_full_unstemmed Evaluation of Tenaga Nasional Berhad payment kiosk: article / Nadirah Rahmat
title_sort evaluation of tenaga nasional berhad payment kiosk: article / nadirah rahmat
publishDate 2016
url https://ir.uitm.edu.my/id/eprint/108564/1/108564.pdf
https://ir.uitm.edu.my/id/eprint/108564/
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score 13.226497

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