Beyond the Barrier: Decoding Public Satisfaction of the Snatch-P Automated Parking System in Kangar, Perlis, Malaysia.

Abstract

The efficacy of digital public services is increasingly measured by the level of end-user satisfaction. Despite the rapid shift towards digitalized municipal services, user resistance and system efficiency remain critical challenges. This study is conducted to identify the determinants of public users' satisfaction in using the Automated Barrier Parking System implemented by the Kangar Municipal Council (KMC), Perlis, managed by third-party service provider Snatch Park Bizsolutions Sdn. Bhd (known as Snatch-P). A quantitative cross-sectional research design was adopted for this study, in which data were collected using a structured questionnaire from a sample of 367 public users who were selected using a purposive sampling method, aligned with rule of thumb suggested by Krejcie and Morgan. Descriptive statistics, Pearson correlation analysis, and multiple regression analysis with SPSS version 30 were used in this study. The results showed that user-friendly system, payment system, parking space provision, and traffic flow are positively related to public users' level of satisfaction, and user-friendly system is identified as the most dominant factor compared to others. The finding implies that public users' level of satisfaction is largely driven by system friendliness and payment convenience facilitated by provision and optimization of parking space and traffic flow management. This research offers critical insights for local authorities and digital service providers in refining smart parking ecosystems for more effective digital governance