Kajian Penggunaan Sistem Informasi Customer Service dengan Technology Acceptance Model (Studi Kasus Pada PT. SMARTFREN Semarang)

  • Johan Kemal Sahala Martua Universitas Gadjah Mada
  • Selo Universitas Gadjah Mada
Keywords: TAM, Telekomunikasi, CDMA, Sistem

Abstract

PT. Smartfren Telecom, Tbk. is a provider of telecommunications services based on CDMA technology that is the largest licensed cellular and limited mobility (fixed wireless access), and has network coverage CDMA EV-DO (equivalent broadband mobile network with 3G) in Indonesia. Smartfren also the first telecom operator in the world that provides CDMA EV-DO Rev. B (equivalent to 3.5 G with download speeds up to 14.7 Mbps) and the first CDMA operators providing Blackberry services. This research covers what are the factors that influence the use of information systems to identify the level of customer service and customer service information system acceptance in the telecommunications industry. Factors affecting the public who had used the customer service information system PT. Smartfren Semarang is a benefit to using the customer service information system, the ease in using the customer service information system, the purposes in the customer service information system usage, frequency of use of customer information service system, the interest to use the customer information system service, and the rates in accordance with the benefits received in the customer service information system.

References

Ang, J. and S. Koh. 1997. “Exploring the Relationships Between User

Information Satisfaction”. International Journal of Information Management 17(3), 169-177.

Adams, D. A., Nelson, R. R., & Todd, P. A. (1992). Perceived usefulness, ease of use, and usage of information: A replication. MIS Quarterly, 16(2), 227-247.

Barney, J. 1991. “Firm Resources and Sustainable Competitive Advantage”. Journal of Management 17 (1), 99–120.

Burn, J. M. 1990. “The Strategic Use of IT in Hong Kong Organizations: An Analysis of Applications in Small to Medium Sized Organizations”. Proceedings of International Conference on IT.

Blili S., Raymond, L. and Rivard, S. Impact of task uncertainty, enduser involvement, and competence on the success of end-user computing. Information & Management 33 (1998) pp. 137-153.

Collin, S. M. H. and P. H. Collin. 1987. Dictionary of Information Technology. Teddington: Peter Collin Publishing.

Conner, K. 1991. “A Historical Comparison of Resource-Based Theory and Five Schools of Thought Within Industrial Organization Economics: Do We Have a New Theory.

Caldeira, Mario M. and John M. Ward. 2003. “Using resource-based theory to interpret the successful adoption and use of information systems and technology in manufacturing smalol and medium-sized enterprises”. European Journal of Information Systems, 12, 127-141.

Davis F.D. A technology acceptance model for empirically testing new end-user information systems: Theory and results. Ph.D. dissertation, Sloan School of Management, Massachusetts Inst. of Technology, Cambridge, MA, 1986

Davis, F.D 1989. Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, Vol 13, No. 3, PP 319-340.

Laudon, Kenneth C. and Jane P. Laudon. 2002. Management Information Systems: Managing the Digital Firm, 7th ed. New Jersey, Prentice-Hall.

LaLonde, B.J., Cooper, M.C. and Noordewier, T.G. (1988), Customer Service: A Management Perspective, Council of Logistics Management, Oak Brook, IL

Michael W, Brent Furneaux. Theoretical Constructs and relationships in Information System Research, York University, Canada.

Heny. 2012. Inspiration, Smart, Solution Call Center, Alex media Komputindo.

James E. Hunton, Stephanie Bryant. 2004. Core Concept of Information Technology Auditing.

How to Cite
Johan Kemal Sahala Martua, & Selo. (1). Kajian Penggunaan Sistem Informasi Customer Service dengan Technology Acceptance Model (Studi Kasus Pada PT. SMARTFREN Semarang). Jurnal Nasional Teknik Elektro Dan Teknologi Informasi, 2(3), 14-19. Retrieved from https://jurnal.ugm.ac.id/v3/JNTETI/article/view/3126
Section
Articles