Analysis of Implementation Results of Telkomsel Trouble Ticket as Information System for Decision Supporting System in Telkomsel Jabotabek Against Tower Provider Satisfaction with a Delone And McLean Model Approach
sarman (a*),Achmad Manshur Ali Suyanto (b)
a)School of Economics and Business, Telkom University
Jalan Gegerkalong Hilir No.47, Bandung 40152, Indonesia
*sarman78008[at]gmail.com
b)School of Economics and Business, Telkom University
Jalan Gegerkalong Hilir No.47, Bandung 40152, Indonesia
amasuyanto[at]gmail.com
Abstract
This study examines the results of the Implementation of Telkomsel TOTI (Trouble Ticket) as an Information System for Decision Supporting System in Jabotabek Telkomsel against Tower Provider Satisfaction with the Delone & McLean Model ApproachThis research will prove the influence of information quality, system quality, and service quality on Use and Satisfaction variables. This study will also examine the effect of Use and user satisfaction on the net benefits obtained. The method used is qualitative, with the purpose of verification. Research on 40 Tower Provider Companies with a population of 153 employees who have access to TOTI. Sampling is done using purposive sampling. Data analysis techniques used multivariate dependent variance based matric Structural Equation Modeling (VB-SEM) with AMOS (Analysis Moment of Structure) as the software used. The results of the study show that the independent variables (System Quality, Service Quality, and Information Quality) have an influence on the adequate category of user satisfaction (R-Square 0.681). Whereas User Satisfaction has a very strong influence on the net benefits generated by TOTI (R-square 0.825). In the Hypothesis test Service Quality and Information Quality have a significant influence on User satisfaction. Whereas User Satisfaction influences net benefits.
Keywords: Decision Supporting System, DeLone dan McLean (D&M IS Success Model), Information System
Topic: Digital Technology For Business