FACTORS INFLUENCING STAFF COMPLYING WITH SOP: A STUDY AT ROAD TRANSPORT DEPARTMENT (RTD) KOTA BHARU, KELANTAN
DOI:
https://doi.org/10.24191/mjoc.v8i2.20492Keywords:
Disparity Implementation, Non-Compliance, “Prosedur Saman Semula (DNAA)”, Standardization, Standard Operation ProcedureAbstract
Standard Operating Procedure (SOP) is an effective tool for controlling everyday transactions in Road Transport Department (RTD). There are in the form of a written document that elaborates every small activity of the RTD transaction from its conception to completion. The SOP helps to create a proper “communication chain” among people working in RTD, which are customers, runners, and RTD personnel. The SOP gives clarity on when and who should implement the activities, SOP is easily formulated and adjusted to the needs of the development of applicable policy. SOP gives an abstract of different activities to be taken in a specific transaction. The step-by-step actions enlisted by SOP are of great assistance in keeping a check on actions taken or transactions to be conducted. Thus, SOP works as a guiding path. Though the use of SOP is inevitable, there is resistance to adopt the stringent principles and practices of SOP. The objectives of this paper are to determine the factors contributing to the noncompliance of the standard operating procedure (SOP) and to study the suitability of instruments used in order to analyse the factors presented in the Literature Review in the context of RTD Branches in Kelantan. Data were collected using an online questionnaire and analysed using Descriptive Analysis, Correlation coefficient, Cronbach´s Alpha, and Multiple Regression Analysis.
References
Abd Aziz, W. A., Shariff, S. S. R, & Wan Mohamed, W. M. (2022). Measuring customer perception towards road transport department branches based on content analysis. Malaysian Journal of Computing (MJoC), 7(1), 1056-1066.
Akyar, I. (2012). Standard operating procedures (what are they good for?). The Latest Research into Quality Control, 367-391.
Awang, M.I., Dollard, M. F., & Winefield, A. H. (2010). Lay Theory Explanations of Occupational Stress: The Malaysian Context. Cross Cultural Management an International Journal, 17 (2), 135-153.
Bailey, L. (2018). Standard Operating Procedures and their Effect on Confidence Levels. University of North Texas Health Science Center at Fort Worth.
Kurniawan, B.E. (2012). The Myth of SOP and its Implication on NUDC’s Capability to Adapt to Changes and Risk Implementation. Available at : https://www.academia.edu/23190814/The_Myth_of_SOP
Brunsson, N., Rasche, A., & Seidl, D. (2012). The dynamics of standardization: Three perspectives on standards in organization studies. Organization Studies, 33(5-6), 613-632.
Circular of the Chief Registrar (2011, Vol 2) “The Procedure of Handling Traffic Summon Cases and Arrest Warrants in the Subordinate Court”. Available at: https://www.praktis.com.my/practical-tools/practice directions/federal-court-practicedirections-notes/256 2011-chief-registrar-of-the-federal-court%E2%80%99s-ci
Elloy, D. F. & Smith, C. R. (2003). Patterns of Stress, Work Family Conflict, Role Conflict, Role Ambiguity, and Overload among Dual-Career and Single-Career Couple: An Australian Study. Cross-Cultural Management, 10 (1), 55-66.
Irawan, A. (2017). Analysis on Implementation of Standard Operating Procedures (SOP) in the Directorate General of Taxes (DGT), the Ministry of Finance (MoF) of the Republic of Indonesia.
Jin, H., Chen, H., Munechika, M., Sano, M., & Kajihara, C. (2018). The effect of workload on nurses' non‐observance errors in medication administration processes: A cross‐ sectional study. International Journal of Nursing Practice, 24(5), e12679.
Kang, H. J., Park, H., Oh, J. M., & Lee, E. K. (2017). Perception of reporting medication errors including near-misses among Korean hospital pharmacists. Medicine, 96(39).
Nazvia, N., Loekqijana, A., & Kurniawati, J. (2014). Faktor yang mempengaruhi kepatuhan pelaksanaan SOP asuhan keperawatan di ICU-ICCU RSUD Gambiran Kota Kediri. Jurnal Kedokteran Brawijaya, 28(1), 21-25.
Schmidt, R. H., & Pierce, P. D. (2016). The Use of Standard Operating Procedures (SOPs). In Handbook of Hygiene Control in the Food Industry (pp. 221-233). Woodhead Publishing.
Shah, S. S., Jaffari, A. R., Aziz, J., Ejaz, W., Ul-Haq, I., &Raza,S. N. (2011). Interdisciplinary Journal of Contemporary Research in Business.International Research Centre, 3 (4), 1-986.
Steiner (2015). Standard operating procedures (sop) in emergency situations management in health systems. Management in Health, 18(4).
Sutton, S. (2010). The importance of a Strong SOP System in the QC microbiology lab. J GXP Compliance, 14(2), 44-52.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Amyzulliana Zulkifli, S.Sarifah Radiah Shariff
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
