Unlocking User Satisfaction: A Delone & Mclean Is Success Model Approach To It Helpdesk Ticketing System Adoption
DOI:
https://doi.org/10.37385/jaets.v6i1.4469Keywords:
IT Helpdesk, User Satisfaction, DeLone & McLean IS Success Model, Level of UseAbstract
The IT Helpdesk Ticketing System application is used to submit requests for IT services and handle technical problems related to these services. This research aims to understand the factors that influence user satisfaction with this application, which is triggered by user dissatisfaction. The research method used is qualitative using the DeLone & McLean IS Success Model, which is implemented through the Partial Least Squares Structural Equation Modeling (SEM) framework. The research was conducted on 231 respondents who were surveyed online. The results showed that system quality, service quality, and level of system usage significantly affect user satisfaction. System and service quality contribute positively to user satisfaction, while the level of system usage also has a key role in determining the level of satisfaction. The implications of the findings emphasize the importance of paying attention to these aspects in system development and improvement, while increasing the level of usage to meet the needs and increase user satisfaction more effectively.
Downloads
References
Adrianto, S., & Fajar, A. N. (2023). Evaluation Of The Success Of Business Travel Management System Using Delone & Mclean Approach. Journal Of System And Management Sciences, 13(4), 199–213. Https://Doi.Org/10.33168/Jsms.2023.0412
Al-Hawari, F., & Barham, H. (2021). A Machine Learning Based Help Desk System For It Service Management. Journal Of King Saud University - Computer And Information Sciences, 33(6), 702–718. Https://Doi.Org/10.1016/J.Jksuci.2019.04.001
Alotaibi, R. S., & Alshahrani, S. M. (2022). An Extended Delone And Mclean’s Model To Determine The Success Factors Of E-Learning Platform. Peerj Computer Science, 8. Https://Doi.Org/10.7717/Peerj-Cs.876
Angelina, R. J., Hermawan, A., & Suroso, A. I. (2019). Analyzing E-Commerce Success Using Delone And Mclean Model. Journal Of Information Systems Engineering And Business Intelligence, 5(2), 156. Https://Doi.Org/10.20473/Jisebi.5.2.156-162
Apriyanto, R., Rahmawati, I. I., Setiawan, H., Budi, & Haryono. (2019). Application Of Case-Based Reasoning In Helpdesk Systems. 2019 Fourth International Conference On Informatics And Computing (Icic), 1–7. Https://Doi.Org/10.1109/Icic47613.2019.8985881
Bashiri, A., Shirdeli, M., Niknam, F., Naderi, S., & Zare, S. (2023). Evaluating The Success Of Iran Electronic Health Record System (Sepas) Based On The Delone And Mclean Model: A Cross-Sectional Descriptive Study. Bmc Medical Informatics And Decision Making, 23(1). Https://Doi.Org/10.1186/S12911-023-02100-Y
Brahmantyo, K. F., Paguna, B., & Prawati, L. D. (2023). Measuring The Success Of Corporate Annual Tax Online Reporting: Applying The Delone & Mclean Information System Success Model. E3s Web Of Conferences, 426. Https://Doi.Org/10.1051/E3sconf/202342601094
Cassandra, C., Hartono, S., & Karsen, M. (2019). Online Helpdesk Support System For Handling Complaints And Service. 2019 International Conference On Information Management And Technology (Icimtech), 314–319. Https://Doi.Org/10.1109/Icimtech.2019.8843726
Çelik, K., & Ayaz, A. (2022). Validation Of The Delone And Mclean Information Systems Success Model: A Study On Student Information System. Education And Information Technologies, 27(4), 4709–4727. Https://Doi.Org/10.1007/S10639-021-10798-4
Delone, W. H., & Mclean, E. R. (1992). Information Systems Success: The Quest For The Dependent Variable. Information Systems Research, 3(1), 60–95. Https://Doi.Org/10.1287/Isre.3.1.60
Delone, W. H., & Mclean, E. R. (2003). The Delone And Mclean Model Of Information Systems Success: A Ten-Year Update. Journal Of Management Information Systems, 19(4), 9–30. Https://Doi.Org/10.1080/07421222.2003.11045748
Dzihni, A. S., Andreswari, R., & Hasibuan, M. A. (2019). Business Process Analysis And Academic Information System Audit Of Helpdesk Application Using Genetic Algorithms A Process Mining Approach. Procedia Computer Science, 161, 903–909. Https://Doi.Org/10.1016/J.Procs.2019.11.198
Elysa, N. S., Arini, L., Murad, D. F., & Leandros, R. (2023). User Experience Satisfaction Analysis Of Customers On The Bri Mobile Application (Brimo). Procedia Computer Science, 227, 680–689. Https://Doi.Org/10.1016/J.Procs.2023.10.572
Falah, S., & Napitupulu, T. A. (2023). Evaluation Of The Level Of Use Of It Helpdesk Application: A Case Study. Journal Of System And Management Sciences, 13(1), 575–604. Https://Doi.Org/10.33168/Jsms.2023.0129
Girsang, A. S., Kuncoro, Y., Saragih, M. H., & Fajar, A. N. (2018). Implementation Helpdesk System Using Information Technology Infrastructure Library Framework On Software Company. Iop Conference Series: Materials Science And Engineering, 420(1). Https://Doi.Org/10.1088/1757-899x/420/1/012106
Górski, J., & Kami?ski, M. (2018). Towards Automation Of It Systems Repairs. Software Quality Journal, 26(1), 67–96. Https://Doi.Org/10.1007/S11219-016-9335-5
Hair, J. F. (2014). A Primer On Partial Least Squares Structural Equations Modeling (Pls-Sem). Sage.
Hardianto, H., Shofi, I. M., Khairani, D., Subchi, I., Ginanto, D. E., & Hidayati, A. (2021). Integration Of The Helpdesk System With Messaging Service: A Case Study Approach. 2021 9th International Conference On Cyber And It Service Management (Citsm), 1–5. Https://Doi.Org/10.1109/Citsm52892.2021.9588843
Hendri, N., Irawan, A., Sa’diah, K., Jodi, I. W. G. A. S., Hidayat, A., Nasution, S. W. P., & Mujiani, S. (2022). Evaluation Of Financial Management Information System Using Modification Of The Delone & Mclean Model During The Covid-19 Pandemic. International Journal Of Professional Business Review, 7(5). Https://Doi.Org/10.26668/Businessreview/2022.V7i5.E732
Huynh, T. N., Van Nguyen, P., Nguyen, Q. N., & Dinh, P. U. (2023). Technology Innovation, Technology Complexity, And Co-Creation Effects On Organizational Performance: The Role Of Government Influence And Co-Creation. Journal Of Open Innovation: Technology, Market, And Complexity, 9(4), 100150. Https://Doi.Org/10.1016/J.Joitmc.2023.100150
Iivari, J. (2005). An Empirical Test Of The Delone-Mclean Model Of Information System Success. Data Base For Advances In Information Systems, 36(2), 8–27. Https://Doi.Org/10.1145/1066149.1066152
Kitsios, F., Stefanakakis, S., Kamariotou, M., & Dermentzoglou, L. (2023). Digital Service Platform And Innovation In Healthcare: Measuring Users’ Satisfaction And Implications. Electronics (Switzerland), 12(3). Https://Doi.Org/10.3390/Electronics12030662
Kotler Philip, & Keller Kevin Lane. (2016). Marketing Management (15, Global Edition). Boston: Pearson.
Lutfi, A. (2023). Factors Affecting The Success Of Accounting Information System From The Lens Of Delone And Mclean Is Model. International Journal Of Information Management Data Insights, 3(2). Https://Doi.Org/10.1016/J.Jjimei.2023.100202
Mater, W., Aldwairi, M., Matar, N., & Al-Rahmi, W. M. (2024). Developing A Success Model Of A Social Student Relationship Management System. Heliyon, 10(4). Https://Doi.Org/10.1016/J.Heliyon.2024.E25941
Mir, K., Figueroa, R. B., & Zuhairi, A. (2024). An Evaluation Of Virtual Learning Environments In Three Open Universities In Asia.
Mukhtar, M., Sudarmi, S., Wahyudi, M., & Burmansah, B. (2020). The Information System Development Based On Knowledge Management In Higher Education Institution. International Journal Of Higher Education, 9(3), 98–108. Https://Doi.Org/10.5430/Ijhe.V9n3p98
Nam, M., Song, T., Kim, D., Jang, K., Kim, J., Koo, B., Lee, J., & Chung, M. (2023). Effects Of Content Characteristics And Improvement In User Satisfaction On The Reuse Of Home Fitness Application. Sustainability (Switzerland), 15(10). Https://Doi.Org/10.3390/Su15108371
Nicholls, R., Fellows, R., Battle, S., & Ihshaish, H. (2022). Problem Classification For Tailored Helpdesk Auto-Replies. Https://Doi.Org/10.1007/978-3-031-15937-4_37
Ningsih, A. K., & Kurniawan, Y. (2023). Evaluating Successful Implementation Of Fleet Management System. Journal Of System And Management Sciences, 13(6), 322–335. Https://Doi.Org/10.33168/Jsms.2023.0619
Nugraheni, D. M. K., & Bayastura, S. F. (2021). Analysis Of Factors That Influence Satisfaction And Usefulness For Attendance System With The Delone & Mclean Model (Case Study: Attendance System At Diponegoro University). Journal Of Physics: Conference Series, 1943(1). Https://Doi.Org/10.1088/1742-6596/1943/1/012108
Paramesh S.P, Ramya C, & Shreedhara, K. S. (2018). 3rd International Conference On Computational Systems And Information Technology For Sustainable Solutions (Csitss). Ieee.
Purnamasari, R., Hasanudin, A. I., Zulfikar, R., & Yazid, H. (2024). Do Internal Control And Information Systems Drive Sustainable Rural Development In Indonesia? Journal Of Open Innovation: Technology, Market, And Complexity, 10(1). Https://Doi.Org/10.1016/J.Joitmc.2024.100242
Puspitarini A, & Retnowardhani A. (2022). Extended Delone & Mclean Iss Model To Evaluate It Assistance Application Usage Level. Journal Of Theoretical And Applied Information Technology, Vol.100. No 19.
Purwati, A. A., Mustafa, Z., & Deli, M. M. (2021). Management Information System in Evaluation of BCA Mobile Banking Using DeLone and McLean Model. Journal of Applied Engineering and Technological Science (JAETS), 2(2), 70–77. https://doi.org/10.37385/jaets.v2i2.217
Ratnawati, S., Huda, M. Q., & Sopiana, F. (2021). Evaluation Of It Service Operation For Public Service Using Itil Version 3 And Pdca Cycle. 2021 9th International Conference On Cyber And It Service Management (Citsm), 1–5. Https://Doi.Org/10.1109/Citsm52892.2021.9589017
Sari, Y., Egeten, A. E., Suherman, R. E., & Fakhri, H. R. (2019). Analysis And Design Information System Development Of It Care Application In Astra Credit Company. Journal Of Physics: Conference Series, 1230(1). Https://Doi.Org/10.1088/1742-6596/1230/1/012064
Seta, H. B., Wati, T., Muliawati, A., & Hidayanto, A. N. (2018). E-Learning Success Model: An Extention Of Delone & Mclean Is’ Success Model. Indonesian Journal Of Electrical Engineering And Informatics, 6(3), 281~291. Https://Doi.Org/10.11591/Ijeei.V6i3.505
Shae, Z.-Y., Bergstrom, T., Pinhanez, C., & Podlaseck, M. (2009). Multimedia Chat For Helpdesks: A Requirements Study, A Practical Soa Architecture, And An Interface Prototype.
Sundjaja, A. M., & Wangsa, A. (2023). Understanding The Net Benefit Of Using A Food Delivery Application: Post Application Of Platform Fee. E3s Web Of Conferences, 426. Https://Doi.Org/10.1051/E3sconf/202342601022
Susanto, A., & Meiryani, ; (2019). How Business Use Information Systems? International Journal Of Scientific & Technology Research, 8, 1. Www.Ijstr.Org
Toring, H., Legaspi, G., Omolon, J., Amadeo, R., Amadeo, E., Opolentisima, Q., Barina, V., Cacho, T., Illustrimo, F., & Cortes, S. (2023). Evaluation Of Students’ Satisfaction Toward An Adopted Learning Management System At Indiana Aerospace University: A Structural Equation Modelling Approach. Asia Pacific Management Review, 28(3), 336–346. Https://Doi.Org/10.1016/J.Apmrv.2022.12.002
Trieu, H. D. X., Nguyen, P. Van, Nguyen, T. T. M., Vu, Hait. M., & Tran, Khoat. (2023). Information Technology Capabilities And Organizational Ambidexterity Facilitating Organizational Resilience And Firm Performance Of Smes. Asia Pacific Management Review, 28(4), 544–555. Https://Doi.Org/10.1016/J.Apmrv.2023.03.004
Van Velsen, L. S., Steehouder, M. F., & De Jong, M. D. T. (2007). Evaluation Of User Support: Factors That Affect User Satisfaction With Helpdesks And Helplines. Ieee Transactions On Professional Communication, 50(3), 219–231. Https://Doi.Org/10.1109/Tpc.2007.902660
Varajão, J., Lourenço, J. C., & Gomes, J. (2022). Models And Methods For Information Systems Project Success Evaluation – A Review And Directions For Research. Heliyon, 8(12), E11977. Https://Doi.Org/10.1016/J.Heliyon.2022.E11977
Wibawa, J. C., Prasetyo, E., & Fauzan, R. (2019). Maintenance Helpdesk Information System In Retail Companies. Iop Conference Series: Materials Science And Engineering, 662(2). Https://Doi.Org/10.1088/1757-899x/662/2/022099
Wulandari, S. A., Dewi, A. P., Rizki Pohan, M., Sensuse, D. I., Mishbah, M., & Syamsudin. (2019). Risk Assessment And Recommendation Strategy Based On Cobit 5 For Risk: Case Study Sikn Jikn Helpdesk Service. Procedia Computer Science, 161, 168–177. Https://Doi.Org/10.1016/J.Procs.2019.11.112
Yessi, M., Jaya, A., & Suroso, J. S. (2022). Evaluation Of Successful Erp-Based Information Systems With Delone And Mclean Information Success Model. Journal Of Theoretical And Applied Information Technology, 31(2). Www.Jatit.Org