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POLITEKNIK SEBERANG PERAI

               DEPARTMENT OF INFORMATION TECHNOLOGY
                          & COMMUNICATION




                         MINI PROJECT
TOPIC :

Customer feedback on service at the Land Office Kulaijaya, Johor.



                          NAME                            MATRIX NUMBER
      1. SHAFI’AH BINTI JANTAN                              10DIP11S2002
      2. ROSNIZA BINTI AHMAD                                10DIP11S2004
      3. NURUL ATIKAH BINTI ADNAN                           10DIP11S2008
      4. NURUL NADIA BINTI MD RADZI                         10DIP11S2009




      CLASS               : DIP 5 (KSS)
      LECTURER            :
      DATE                : 15.09.2012
NO                      CONTENTS       PAGE

1    List Of Diagram                     1

2    Gantt Chart                         2

3    Introduction                        3

4    Objective                           4

     Body
5                                        5
        -   Methodology / Respondent
     Content
6                                       6-3
        -   Graph

7    Conclusion                          14

8    Recomendation                       15

9    Attachment                        16 - 34
NO                          DIAGRAM                                     PAGE

1    Diagram 1 : Gender Of Pay Quit Rent                                   6

2    Diagram 2 : Level Age have deal at counter                            7

3    Diagram 3 : The level of service satisfaction                         8

4    Diagram 4 : Awareness About Billing                                   9

     Diagram 5 : Knowledge about counter is open on
5                                                                         10
     weekend

6    Diagram 6 : Agree or not bill issued on January                      11

7    Diagram 7 : Agree or not payment online                              12

8    Diagram 8 : Know or not about compound                               13




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GANTT CHART :

                   Gannt chart show the schedule for completing a project "Service At Pejabat Tanah Kulai Jaya, Johor

       Tasks                 Week 4                 Week 5                 Week 6            Week 7              Week 8              Week 9

Decided topic &
respondents
                            11-Aug-12

Prepair
Questionaire
                                                   18-Aug-12

Distribute
Questionaire to
respondents
                                                                          18-Aug-12         1-Sept-12

Analyse Data
                                                                          18-Aug-12         1-Sept-12


Write Report
                                                                          18-Aug-12         1-Sept-12

Prepare for oral
presentation
                                                                                                               8-Aug-12



                                                                                                        miniprojectAE501CommunicativeEnglish
                                                                                                                            shafyniezaikanadia
INTRODUCTION :



       Formerly Pejabat    Tanah    Daerah     Kulaijaya known      as Pejabat    Tanah      Daerah
Kecil Kulai. Daerah Kecil Kulai was gazetted as Daerah Kecil like Warta Government Bil.
630 dated 5th of May, 1985 under section 11National Land Code 1965 that consisting of
Mukim Senai Kulai (PW 216) and Mukim Sedenak (PW 217) in Daerah Johor Bahru. Majlis
Mesyuarat    Johore Government in 18th of         October 2006 approved to upgrade Daerah
Kecil Kulai to total area. District establishment Kulaijaya gazette on 28th of March 2007 and
officiated by DYMM Al-Marhum Sultan Iskandar Ibni Al-Marhum Sultan Ismail on 21st of
June 2008. Kulaijaya District is also 10th in State Johor Darul Ta'zim. Pejabat Tanah Daerah
Kulaijaya started operating officially on 1st of January 2008.




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OBJECTIVE :


     To improve the efficiency of the counter consumer payments.
     To improve the quality of services provided to consumers.
     Customer comfort when dealing with staff.




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METHODOLOGY / RESPONDENT :


When the research start?
   -   The research start at Pejabat Tanah Daerah Kulaijaya starting from 18 August 2012
       until 1st September 2012




Who is the Responden?
   -   public who come for quit rent payment transaction.


Respondens?


Respondents were men and women, and the multi-racial Malay, Chinese, india and others.
Respondents also made a variety of backgrounds such as individuals, government
departments and private companies. Apart from the business to pay taxes, some of which
come to make new grants and grant application due to missing parts, take a grant, making
the permit application, pay the land premium and inquire about land tax.




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CONTENT :


                                       Graph 1 :



                           GENDER OF PAY QUIT RENT
                      70
                      60
                      50                                                  GENDER
            Percent




                      40
                      30
                      20
                      10
                       0
                             MALE                  FEMALE                Gender



                           Diagram 1 : Gender Of Pay Quit Rent




  Explaination :


     The graph shows the responses of costumer feedback concern service at Pejabat
  Tanah Daerah Kulaijaya. About 50 costumers different gender are pay quit rent. Were
  used as the respondent of the survey. 60% of respondent are male. 40% of respondent
  are female. From the graphs we can see that the percentage of respondents men more
  than women pay quit rent because men more easily make payment than women




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Graph 2 :



                         AGE HAVE DEAL AT COUNTER
                  60

                  50

                  40
        Percent




                  30

                  20                                                             AGE

                  10

                   0
                                                                             Level Age
                       Level Age 23-30   Level Age 31-45   Level Age 46-60




                         Diagram 2 : Level Age have deal at counter


Explaination :


    Graph shows the age of the customers who have deal counter quit rent. Age level
23 to 30 is about 10% of the counter quit rent. Level of age of 31 to 45 is about 40% of
the counter quit rent. Level of age of 46 to 60 is about 50% only dealing in land tax
payment counter. This is because, at this age, most of the customers were having their
own land. When customers already have their own land, they have to pay land tax.




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Graph 3 :



                       THE LEVEL OF SERVICE SATISFACTION
                      70
                      60
                      50
                      40
            Percent




                      30                                                       MALE
                      20                                                       FEMALE
                      10
                       0
                             SATISFACTION                                  Gender




                           Diagram 3 : The level of service satisfaction


Explaination :


       The graph is about the level of service satisfaction at Pejabat Tanah Daerah
Kulaijaya. From the graph we know that Female more satisfaction compared Male. About It is
because only 40% for male and 60% for female. It is because Male more picky compared
Female. So, no wonder Male not satisfaction about the service.




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Graph 4 :



                          AWARENESS ABOUT BILLING
                     80
                     70
                     60
                     50
           Percent




                     40
                                                                             MALE
                     30
                     20                                                      FEMALE

                     10
                      0
                                                                        Gender
                                        AWARENESS




                            Diagram 4 : Awareness About Billing


Explaination :
       The graph show awareness about billing issued from Pejabat Tanah Kulaijaya. From
the graph we know that Male more aware compared female. 70% for Male aware with the
billing while 30% for female not aware about that. It is because Male more allert n vulnarable
compared female. The percentage of respondents who aware is the highest and respondents
who not aware about the bill is were the lowest percentage in the survey.




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Graph 5 :



                          KNOWLEDGE ABOUT COUNTER IS
                              OPEN ON WEEKEND
                     60
                     50
                     40
           Percent




                     30
                                                                            MALE
                     20
                                                                            FEMALE
                     10
                      0
                                                                       Gender
                                         KNOWLEGDE




                     Diagram 5 : Knowledge about counter is open on weekend


Explaination :


   The graph shows the knowledge counters open on weekends. Survey results sexes are
equal to 50%. They do not know is due to the opening weekend of the month counter at the
end of January until May This is due to the lack of dissemination to the public and do not
know. This is also likely to know people more government departments are often closed on
weekends ie Saturday and Sunday. This causes the public does not know the counter
opened.




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Graph 6 :



                           AGREE OR NOT BILL ISSUED ON
                                    JANUARY
                      80
                      70
                      60
                      50
            Percent




                      40
                      30                                                        MALE
                      20                                                        FEMALE
                      10
                       0
                                                                             Gender
                                              AGREE




                           Diagram 6 : Agree or not bill issued on January


Explaination :


   The graph shows that more women will agree with the bill issued by the land office on a
month january basis by more than 70% compared with men at 30%. This allows them to
know the amount of tax imposed on the owner. they are also easier to make payments
because they already know the amount of tax imposed on them. they do not need to go to
the land office for review. This will reduce the time taken. for men they are less agree
Because they are more alert, for example they like to hang out and chat with a friend while
reminding each other.




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Graph 7 :



                          AGREE OR NOT PAYMENT ONLINE
                     90
                     80
                     70
                     60
           Percent




                     50
                     40
                                                                             MALE
                     30
                                                                             FEMALE
                     20
                     10
                      0
                                           AGREE                        Gender




                            Diagram 7 : Agree or not payment online


Expalination :




   The graph shows the responses based on feedback from customers who have been
   made when customers pay quit rent at the land office. This shows that 80% of female
   clients agree to make payments online while only 20% of male clients only agree to pay
   online. This means that female clients prefer to pay quit rent online for faster and faster
   without wasting time to go to the land office and queue.




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Graph 8 :



                          KNOW OR NOT ABOUT COMPOUND
                     80
                     70
                     60
                     50
           Percent




                     40
                     30                                                     MALE

                     20                                                     FEMALE
                     10
                      0
                                             YES                        Gender




                             Diagram 8 : Know or not about compound


Expalination :


   The graph shows the response of customer feedback whether or not the customer know
about the compound. About 60 different costumers gender pay land tax was used as
respondents. Respodent is 70% among men who know about the compound will be, while
the woman who knows about the compound of 30% .. This means respodent men more
aware than women respodent.




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CONCLUSION :


       It cans be concluded the survey of which was carried out at the District Land Office
Kulaijaya. Getting positive feedback from the public's awareness of land rental payments. we
will increase the quality of service. will be more announcements that will be advertised to
allow people more aware of the counter will be open on weekends.




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RECOMANDATION :


From survey that our       group do on       customer feedback on          service in district      land
office kulaijaya, we find out a few improvement should be done. Among improve that in do
was :-


   1) create quit rent bill issued every year on january. This aims to provide reminder to
         individuals, government department, housing companies and society especially to
         pay quit rent before 31st of May in each year.


   2) Make       an    announcement       on    radio    station and television about       quit     rent
         payment before     31st      may each      year and    about      counter that     in open on
         every saturday and sunday.


   3) Open mobile         counter for quit rent payment at remote n rural areas. This is
         to facilitate individuals to be doing quit rent payment.




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Miniproject bisem5

  • 1. POLITEKNIK SEBERANG PERAI DEPARTMENT OF INFORMATION TECHNOLOGY & COMMUNICATION MINI PROJECT TOPIC : Customer feedback on service at the Land Office Kulaijaya, Johor. NAME MATRIX NUMBER 1. SHAFI’AH BINTI JANTAN 10DIP11S2002 2. ROSNIZA BINTI AHMAD 10DIP11S2004 3. NURUL ATIKAH BINTI ADNAN 10DIP11S2008 4. NURUL NADIA BINTI MD RADZI 10DIP11S2009 CLASS : DIP 5 (KSS) LECTURER : DATE : 15.09.2012
  • 2. NO CONTENTS PAGE 1 List Of Diagram 1 2 Gantt Chart 2 3 Introduction 3 4 Objective 4 Body 5 5 - Methodology / Respondent Content 6 6-3 - Graph 7 Conclusion 14 8 Recomendation 15 9 Attachment 16 - 34
  • 3. NO DIAGRAM PAGE 1 Diagram 1 : Gender Of Pay Quit Rent 6 2 Diagram 2 : Level Age have deal at counter 7 3 Diagram 3 : The level of service satisfaction 8 4 Diagram 4 : Awareness About Billing 9 Diagram 5 : Knowledge about counter is open on 5 10 weekend 6 Diagram 6 : Agree or not bill issued on January 11 7 Diagram 7 : Agree or not payment online 12 8 Diagram 8 : Know or not about compound 13 miniprojectAE501CommunicativeEnglish 1 shafyniezaikanadia
  • 4. GANTT CHART : Gannt chart show the schedule for completing a project "Service At Pejabat Tanah Kulai Jaya, Johor Tasks Week 4 Week 5 Week 6 Week 7 Week 8 Week 9 Decided topic & respondents 11-Aug-12 Prepair Questionaire 18-Aug-12 Distribute Questionaire to respondents 18-Aug-12 1-Sept-12 Analyse Data 18-Aug-12 1-Sept-12 Write Report 18-Aug-12 1-Sept-12 Prepare for oral presentation 8-Aug-12 miniprojectAE501CommunicativeEnglish shafyniezaikanadia
  • 5. INTRODUCTION : Formerly Pejabat Tanah Daerah Kulaijaya known as Pejabat Tanah Daerah Kecil Kulai. Daerah Kecil Kulai was gazetted as Daerah Kecil like Warta Government Bil. 630 dated 5th of May, 1985 under section 11National Land Code 1965 that consisting of Mukim Senai Kulai (PW 216) and Mukim Sedenak (PW 217) in Daerah Johor Bahru. Majlis Mesyuarat Johore Government in 18th of October 2006 approved to upgrade Daerah Kecil Kulai to total area. District establishment Kulaijaya gazette on 28th of March 2007 and officiated by DYMM Al-Marhum Sultan Iskandar Ibni Al-Marhum Sultan Ismail on 21st of June 2008. Kulaijaya District is also 10th in State Johor Darul Ta'zim. Pejabat Tanah Daerah Kulaijaya started operating officially on 1st of January 2008. miniprojectAE501CommunicativeEnglish 3 shafyniezaikanadia
  • 6. OBJECTIVE :  To improve the efficiency of the counter consumer payments.  To improve the quality of services provided to consumers.  Customer comfort when dealing with staff. miniprojectAE501CommunicativeEnglish 4 shafyniezaikanadia
  • 7. METHODOLOGY / RESPONDENT : When the research start? - The research start at Pejabat Tanah Daerah Kulaijaya starting from 18 August 2012 until 1st September 2012 Who is the Responden? - public who come for quit rent payment transaction. Respondens? Respondents were men and women, and the multi-racial Malay, Chinese, india and others. Respondents also made a variety of backgrounds such as individuals, government departments and private companies. Apart from the business to pay taxes, some of which come to make new grants and grant application due to missing parts, take a grant, making the permit application, pay the land premium and inquire about land tax. miniprojectAE501CommunicativeEnglish 5 shafyniezaikanadia
  • 8. CONTENT : Graph 1 : GENDER OF PAY QUIT RENT 70 60 50 GENDER Percent 40 30 20 10 0 MALE FEMALE Gender Diagram 1 : Gender Of Pay Quit Rent Explaination : The graph shows the responses of costumer feedback concern service at Pejabat Tanah Daerah Kulaijaya. About 50 costumers different gender are pay quit rent. Were used as the respondent of the survey. 60% of respondent are male. 40% of respondent are female. From the graphs we can see that the percentage of respondents men more than women pay quit rent because men more easily make payment than women miniprojectAE501CommunicativeEnglish 6 shafyniezaikanadia
  • 9. Graph 2 : AGE HAVE DEAL AT COUNTER 60 50 40 Percent 30 20 AGE 10 0 Level Age Level Age 23-30 Level Age 31-45 Level Age 46-60 Diagram 2 : Level Age have deal at counter Explaination : Graph shows the age of the customers who have deal counter quit rent. Age level 23 to 30 is about 10% of the counter quit rent. Level of age of 31 to 45 is about 40% of the counter quit rent. Level of age of 46 to 60 is about 50% only dealing in land tax payment counter. This is because, at this age, most of the customers were having their own land. When customers already have their own land, they have to pay land tax. miniprojectAE501CommunicativeEnglish 7 shafyniezaikanadia
  • 10. Graph 3 : THE LEVEL OF SERVICE SATISFACTION 70 60 50 40 Percent 30 MALE 20 FEMALE 10 0 SATISFACTION Gender Diagram 3 : The level of service satisfaction Explaination : The graph is about the level of service satisfaction at Pejabat Tanah Daerah Kulaijaya. From the graph we know that Female more satisfaction compared Male. About It is because only 40% for male and 60% for female. It is because Male more picky compared Female. So, no wonder Male not satisfaction about the service. miniprojectAE501CommunicativeEnglish 8 shafyniezaikanadia
  • 11. Graph 4 : AWARENESS ABOUT BILLING 80 70 60 50 Percent 40 MALE 30 20 FEMALE 10 0 Gender AWARENESS Diagram 4 : Awareness About Billing Explaination : The graph show awareness about billing issued from Pejabat Tanah Kulaijaya. From the graph we know that Male more aware compared female. 70% for Male aware with the billing while 30% for female not aware about that. It is because Male more allert n vulnarable compared female. The percentage of respondents who aware is the highest and respondents who not aware about the bill is were the lowest percentage in the survey. miniprojectAE501CommunicativeEnglish 9 shafyniezaikanadia
  • 12. Graph 5 : KNOWLEDGE ABOUT COUNTER IS OPEN ON WEEKEND 60 50 40 Percent 30 MALE 20 FEMALE 10 0 Gender KNOWLEGDE Diagram 5 : Knowledge about counter is open on weekend Explaination : The graph shows the knowledge counters open on weekends. Survey results sexes are equal to 50%. They do not know is due to the opening weekend of the month counter at the end of January until May This is due to the lack of dissemination to the public and do not know. This is also likely to know people more government departments are often closed on weekends ie Saturday and Sunday. This causes the public does not know the counter opened. miniprojectAE501CommunicativeEnglish 10 shafyniezaikanadia
  • 13. Graph 6 : AGREE OR NOT BILL ISSUED ON JANUARY 80 70 60 50 Percent 40 30 MALE 20 FEMALE 10 0 Gender AGREE Diagram 6 : Agree or not bill issued on January Explaination : The graph shows that more women will agree with the bill issued by the land office on a month january basis by more than 70% compared with men at 30%. This allows them to know the amount of tax imposed on the owner. they are also easier to make payments because they already know the amount of tax imposed on them. they do not need to go to the land office for review. This will reduce the time taken. for men they are less agree Because they are more alert, for example they like to hang out and chat with a friend while reminding each other. miniprojectAE501CommunicativeEnglish 11 shafyniezaikanadia
  • 14. Graph 7 : AGREE OR NOT PAYMENT ONLINE 90 80 70 60 Percent 50 40 MALE 30 FEMALE 20 10 0 AGREE Gender Diagram 7 : Agree or not payment online Expalination : The graph shows the responses based on feedback from customers who have been made when customers pay quit rent at the land office. This shows that 80% of female clients agree to make payments online while only 20% of male clients only agree to pay online. This means that female clients prefer to pay quit rent online for faster and faster without wasting time to go to the land office and queue. miniprojectAE501CommunicativeEnglish 12 shafyniezaikanadia
  • 15. Graph 8 : KNOW OR NOT ABOUT COMPOUND 80 70 60 50 Percent 40 30 MALE 20 FEMALE 10 0 YES Gender Diagram 8 : Know or not about compound Expalination : The graph shows the response of customer feedback whether or not the customer know about the compound. About 60 different costumers gender pay land tax was used as respondents. Respodent is 70% among men who know about the compound will be, while the woman who knows about the compound of 30% .. This means respodent men more aware than women respodent. miniprojectAE501CommunicativeEnglish 13 shafyniezaikanadia
  • 16. CONCLUSION : It cans be concluded the survey of which was carried out at the District Land Office Kulaijaya. Getting positive feedback from the public's awareness of land rental payments. we will increase the quality of service. will be more announcements that will be advertised to allow people more aware of the counter will be open on weekends. miniprojectAE501CommunicativeEnglish 14 shafyniezaikanadia
  • 17. RECOMANDATION : From survey that our group do on customer feedback on service in district land office kulaijaya, we find out a few improvement should be done. Among improve that in do was :- 1) create quit rent bill issued every year on january. This aims to provide reminder to individuals, government department, housing companies and society especially to pay quit rent before 31st of May in each year. 2) Make an announcement on radio station and television about quit rent payment before 31st may each year and about counter that in open on every saturday and sunday. 3) Open mobile counter for quit rent payment at remote n rural areas. This is to facilitate individuals to be doing quit rent payment. miniprojectAE501CommunicativeEnglish 15 shafyniezaikanadia