FACULTY OF BUSINESS AND MANAGEMENT

BA 232

PRO 410 : PRINCIPLES OF PUBLIC RELATIONS

INDIVIDUAL ASSIGNMENT
Using Social Media For Public Relation
TOUCH N GO eWALLET

LECTURER : MR ANUAR BIN ALI

STUDENT’S NAME : NURAIN FASLINDA BINTI MOHD SEPIAN
STUDENT’S ID : 2018423522
DATE : 30TH JAN 2021
INTRODUCTION
All About Touch And Go

Touch 'n Go was developed by Teras Teknologi Sdn Bhd while the brand and the
Real Time Gross Settlement (central clearing house systems) are owned and
operated by Rangkaian Segar Sdn Bhd as now known as Touch 'n Go Sdn Bhd. The
first Touch 'n Go system was installed and used at Jalan Pahang Toll Plaza on 18
March 1997. It was then immediately extended to Jalan Cheras toll plaza and the
E37 East–West Link Expressway toll plaza on 15 April 1997. The Touch 'N Go toll
payment system was fully implemented throughout the 848 km E1 E2 North–South
Expressway on 15 November 1998. This was made possible when the service was
extended to the northern sections of the highway from Jelapang to Jitra. As such the
smart card can be used to pay toll from Kempas in Johor to Jitra in Kedah, making it
one of the world's longest single stretches of expressway to have electronic toll
payment systems. The official launch was done at the Sungai Dua toll plaza and
officiated by Rangkaian Segar Sdn Bhd's then chairman, Datuk Dr Ramli Mohamad.

The Touch 'n Go system was implemented in Cityliner Sdn Bhd, a stage bus service
in Klang Valley in 2000.[dubious – discuss] Touch 'n Go card users enjoyed discount
fares of 10% when it was first introduced. Due to the needs to further consolidate
company operations, card users were required to pay full fare prices after 13
November 2003. However, the Touch 'n Go card reader system on board buses was
not well maintained by the bus operator. Card readers often malfunctioned and were
not updated. Another subsidiary of Park May Berhad, City Profile Sdn Bhd, a feeder
bus service (service known as Putraline) for PUTRA LRT was also introduced and
the system was successfully implemented until the Rapid KL bus revamp program
took place.

The Touch 'n Go facility was also embedded in Buy N Fly loyalty card rewards
program for Malaysia Airlines retail arm, Golden Boutiques Sdn Bhd's which was
launched in December 1999. The hybrid cards have multi function on rewards
airpoint, MEPS Cash & Touch 'n Go. However, on 16 July 2002, Malaysia Airlines
announced that "Buy N Fly" Programme had ceased operations and consolidated its
loyalty rewards into one entity; Malaysia Airlines Enrich Frequent Flyer Programme.
Buy N Fly cards are no longer issued but active hybrid card users are still able to use
them to perform transaction
 Touch ‘n Go

Touch ‘n Go has been a part of Malaysia’s mobility journey for over two decades.
With 25 million active cards, 1.2 million active TNG RFID users, and 13 million
unique customers, Touch ‘n Go continues to champion Malaysia’s mobility
ecosystem through tolling, parking and transit powered by innovative technology.

Vision Statement

To be No. 1 in the electronic payment system for micro payment towards realising a
cashless society.

Mission Statement

To provide secure, swift and convenient cashless payment mode to all.

Quality Policy

TNGSB aims to enhance customer satisfaction by complying with the requirement of

the Quality Management System (QMS) and continually improving the effectiveness
of QMS.

Values

Integrity, Customer Focused, Teamwork & Passion for success.

Touch ‘n Go Sdn Bhd is a wholly owned subsidiary of CIMB Group Holdings Berhad
 Touch n Go eWallet
As we know Touch N Go have so many product. The products divides three
categories, Personal Product, Corporate Products and Goverment Products. For this
task I choose Touch n Go eWallet and it is from Personal Product. Its is because
almost Malaysian use this apps.

The first thing we think when we connect with the Touch and Go eWallet is Toll and
Touch n Go Card. So lets we thru together how Touch n Go eWallet working.

Touch 'n Go eWallet is a Malaysian digital

wallet and online payment platform,
established in Kuala Lumpur, Malaysia, in July
2017 as a joint venture between Touch 'n
Go and Ant Financial. It allows users to make
payments at over 280,000 merchant touch
points via QR code; pay for tolls, street
parking, payment on e-hailing, car-sharing
apps or taxis via RFID or PayDirect; pay
bills,top-up mobile prepaid; pay for purchases
on e-commerce websites or apps,order food
delivery, perform peer-to-peer money
transfers,renew car insurance and purchase
unique insurance plans; and purchase movie,
bus, trains, and airline tickets
WHAT IS WORKING?

APPS APPREARANCE IS ATTRACTIVE AND EASY TO NOTICE.

The appearance of an app is one of the most important thing if you want to
sell a product. The colour, font, pictures play an important role. Touch n Go is
applying a good creative design that people will first notice how an app looks
like, even before downloading. That moment of the first impression will affect
the entire user experience and consequently, it will determine the ultimate
success of the entire app story.

The apps easy to find in our smartphone because the

colour and the font,
The apps also organize with by categories of
services what we want to find, so make the apps
more friendly user easy to use. It also not waste
our time tu find the service we want to use
What Is Working?

To be honest Touch N Go eWallet have many function and useful in our daily
activities. Like the others eWallet, Touch N Go eWallet is cashless but not
just for paying , with Touch n Go eWallet u also allow to send and receive
money. The best thing is use Touch N Go eWallet , user can use its
alternative for toll payments, cars with the Touch 'n Go RFID Tag can pass
through toll gates at RFID toll booths to make toll payments. Toll fares are
deducted from the eWallet balance. But Not All the toll have the RFID. In
addition, Touch 'n Go eWallet allows users to view their remaining balance on
their physical Touch 'n Go cards, although users will not be able to reload
their physical cards using the app. Touch 'n Go eWallet is also supported on
taxi-hailing mobile apps and online food delivery services. Touch 'n Go
eWallet can be used to pay for car parking and street parking at the following
areas
WHAT IS NOT WORKING.

Most using Touch n Go eWallet think about is for toll but unfortunately many
comment regarding customers are unhappy over the service’s mobile application,
which cannot transfer money to the physical card. This is more crucial now than later
since direct payment from ewallet are not availables at places where user want to
use it most such as for tolls and parking or public transporattion because we can
only pay cash or Touch n Go Cards.

WHAT IS MISSING.

FEEDBACK FORM

Feedback form also plays important role in every apps in order to let
customers feel heard and care about their opinion. Touch N Go is missing this
feature. With feedback form customers feel heard based on their answers.
Those that are not satisfied are invited to leave further feedback, and those
that are pleased get even further incentive. Echoing the customer’s response
back to them is a crucial part of making surveys effective, so they don’t feel
just like cursory data collection.

PROBLEM WHEN RELOAD THROUGH ONLINE BANKING.

When you reload Touch N Go through online banking its take time Touch N
Go received that reload. So many complain about that.
CANT WITHDRAW ACCOUNT BALANCE TO SAVING ACCOUNT.

Touch N Go eWallet no withdrawn function available. You only can cancel or

proceed account balance.
What Is Next.

Put the promotion easy to notice and

find because some promotion have
duedate
 Touch n Go eWallet should make
user more easier with can reload the
TNG card through Touch N Go
eWallet.

Make sure all toll in Malaysia can use PayDirect

and RFID.
CONCLUSION

Touch ‘n Go eWallet comes out on top as the firm favourite for Malaysians
overall. 
In the survey, Touch ‘n Go eWallet triumphed over all other Malaysian eWallets
throughout all categories – groceries, online shopping, in-store purchases, petrol and
dining in. Touch N Go has achieved an impressive engagement level and reach on
all these channels which reflect its popularity and customer loyalty. Social media
channels provide attractive opportunities of marketing and growth. Brands can grow
their user base and reach millions of fans and followers around the world easily.

REFERENCES

1. https://www.tngdigital.com.my/
2. Google Play
3. Touch N Go eWallet Apps
4. https://www.touchngo.com.my/CMS/Home/About-Us/Our-Story/