The Truth Behind Malaysia’s Touch ‘N Go Electronic Toll Collection: A Viewpoint from the Netizens

With the rapid advancement of electronic toll payment technologies in Malaysia, Touch 'n Go (TnG), a local electronic toll collection (ETC) solution provider offering cashless toll payments for road users via prepaid TnG cards, SmartTag devices, and RFID (radio frequency identification) stickers. While widely praised for its convenience and efficiency, especially in urban areas, public discourse on social media reflects mixed reactions regarding its implementation and service quality. Despite its widespread use, limited studies have examined public sentiment over the netizens in Malaysia towards TnG’s toll management and performance.
This study analyzes netizen comments on the official Facebook pages of major Malaysian online news portals. In recent years, social media has become a valuable data source for qualitative research, offering deep insights into user experiences and public opinion. Guided by the Theory of Road Pricing and the Theory of Decomposed Planned Behaviour, the study uses qualitative data analysis software, ATLAS.ti, to code and interpret the data the netizens’ concerns related to TnG’s toll practices and identify improvement areas. The findings are expected to provide valuable insights for TnG’s management to enhance their services, as well as assist policymakers in formulating effective strategies and policies for toll collection in Malaysia.

Social Media, Electronic Toll collection management, Touch 'n Go, Theory

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