User satisfaction analysis for service-now application

2nd Nommensen International Conference on Technology and Engineering

Sfenrianto^1 ; Pitauli, Mutiara^1 ; Wang, Gunawan^1

Information Systems Management Department, BINUS Graduate Program-Master of Information Systems Management, Bina Nusantara University, Jakarta

11480, Indonesia^1

关键词: Application systems;    Ease-of-use;    Importance-performance analysis;    Indonesia;    Operational service;    Quality of information;    User satisfaction;    User's satisfaction;   

Others  :  https://iopscience.iop.org/article/10.1088/1757-899X/420/1/012100/pdf
DOI  :  10.1088/1757-899X/420/1/012100

来源: IOP

【 摘 要 】

A good application system can be seen from the user's satisfaction. Service-Now is an application used by the service desk division at PT Aero System Indonesia for the needs of customer reports. Many employees face obstacles in operational service-now, so the resulting report is not optimal. In this study will measure the level of user satisfaction on the service-now application. The study was conducted by taking a survey involving 32 staff in the service desk division as respondents. An approach the Importance Performance Analysis (IPA) is used to analyse the data. The results of analysis show ease of use, completeness of a function or feature, and timely enough to satisfy the user. Meanwhile, quality of information needs to be increased in service-now applications to improve user satisfaction.