Tingkat Kepuasan Kinerja IT Support di Divisi Marketing pada PT. Jalatama Artha Berjangka menggunakan Metode Service Quality

Mohamad Hilal Monoaarfa; Rouli Doharma

doi:10.59581/jusiik-widyakarya.v2i4.4279

Authors

Mohamad Hilal Monoaarfa STMIK Widuri
Rouli Doharma STMIK Widuri

DOI:

https://doi.org/10.59581/jusiik-widyakarya.v2i4.4279

Keywords:

IT support, Satisfaction level, Performance

Abstract

In this study, the researcher uses a quantitative research type, namely the researcher collects data on a certain population or sample. While the study was conducted in the marketing division at PT. Jalatama Artha Berjangka to analyze and calculate statistics using the service quality method. The results of this study are in the marketing division of PT Jalatama Artha Berjangka, I can draw the following conclusions: indicating that the satisfaction of IT Support performance in the Marketing Division at PT. Jalatama Artha Berjangka has not met expectations. Evaluation using the Service Quality method reveals a gap between expectations and performance provided by IT Support services and improvements and enhancements in IT Support services in the marketing division need to be prioritized to improve service quality and achieve a better level of satisfaction. Thus, this study provides an understanding of the condition of IT Support performance satisfaction in the Marketing Division of PT. Jalatama Artha Berjangka and highlights the importance of improvement efforts to increase user satisfaction with IT Support services.

References

Aisyah, S., Cakranegara, P. A., & Sani, A. (2022). Pengaruh lingkungan kerja dan insentif terhadap kinerja karyawan PT. Capella Medan. Remik, 6(4), 864–874. https://doi.org/10.33395/remik.v6i4.11872

Ariani, D. W. (2016). Modul konsep kualitas (pp. 1–23). Pustaka Universitas Terbuka.

Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Dimas, M., Naufal, D., Nalurita, S., & Unsurya, D. M. (2023). Jurnal ilmiah M-progress. 13, 23–34.

Fariha Fauziah, D., Aries Mujiburohman, D., Tinggi Pertanahan Nasional, S., & Aries Mujiburohman Sekolah Tinggi Pertanahan Nasional, D. (2023). Pentingnya peran support system dalam perkuliahan terhadap proses belajar. 7, 187–195. https://doi.org/10.26418/jurnalkpk.v7i2.68153

Hartati, H., Destriana, D., Aryanti, S., & Destriani, D. (2018). Macro flash-based multimedia for improvement the learning result of volleyball game. ICTTE, 262, 233–236. https://doi.org/10.2991/ictte-18.2018.41

Husain, T., & Sani, A. (2020). Kepuasan pelanggan toko online yang dipengaruhi kualitas produk dan layanan. JITK (Jurnal Ilmu Pengetahuan dan Teknologi Komputer), 5(2), 291–296. https://doi.org/10.33480/jitk.v5i2.614

Liharja, Y., Sari, A. O., & Satriansyah, A. (2022). Rancang bangun sistem informasi helpdesk IT support berbasis website. Infotek: Jurnal Informatika dan Teknologi, 5(1), 157–166. https://doi.org/10.29408/jit.v5i1.4738

Norhermaya, et al. (2019). Analisis pengaruh kepuasan pelanggan terhadap kepercayaan dan loyalitas pelanggan untuk meningkatkan minat beli ulang (Studi pada online store Lazada.co.id). Diponegoro Journal of Management, 5(3), 1–13.

Pusparini, N. N., & Sani, A. (2021). Mengukur keberhasilan penerapan sistem informasi akademik dengan model kesuksesan Delon and Mclean. METHOMIKA Jurnal Manajemen Informatika dan Komputerisasi Akuntansi, 4(2), 149–155. https://doi.org/10.46880/jmika.vol4no2.pp149-155

Putri Primawanti, E., & Ali, H. (2022). Pengaruh teknologi informasi, sistem informasi berbasis web dan knowledge management terhadap kinerja karyawan (Literature review executive support system (ESS) for business). Jurnal Ekonomi Manajemen Sistem Informasi, 3(3), 267–285. https://doi.org/10.31933/jemsi.v3i3.818

Rahmah, C. A. (2020). Kepuasan pelanggan. Jurnal Manajemen Tools, 12(2).

Umri, T., Samsudin, S., & Harahap, A. (2024). Sistem informasi pemesanan Nita Wedding Organizer dengan penerapan customer relationship management berbasis web. Journal of Science and Social Research, 4307(2), 573–580. https://www.mendeley.com/catalogue/a1c3bed4-9226-3a59-a25a-11ebd2198766/

Zuraidah, E. (2018). Analisis kualitas pelayanan restoran cepat saji dengan metode Servqual (Service Quality). Prosisko, 5(2), 137–139. https://e-jurnal.lppmunsera.org/index.php/PROSISKO/article/view/726/756