Research Article
Predicting User Satisfaction Using an Extended EUCS Model (The Case of Customer Application System in Telkom)
@INPROCEEDINGS{10.4108/eai.2-10-2018.2295409, author={Muhammad Qomarul Huda and Evy Nurmiati and Nur Winda Sari}, title={Predicting User Satisfaction Using an Extended EUCS Model (The Case of Customer Application System in Telkom)}, proceedings={Proceedings of the 2nd International Conference on Quran and Hadith Studies Information Technology and Media in Conjunction with the 1st International Conference on Islam, Science and Technology, ICONQUHAS \& ICONIST, Bandung, October 2-4, 2018, Indonesia}, publisher={EAI}, proceedings_a={ICONQUHAS}, year={2020}, month={5}, keywords={user satisfaction telkom eucs pls-sem}, doi={10.4108/eai.2-10-2018.2295409} }- Muhammad Qomarul Huda
Evy Nurmiati
Nur Winda Sari
Year: 2020
Predicting User Satisfaction Using an Extended EUCS Model (The Case of Customer Application System in Telkom)
ICONQUHAS
EAI
DOI: 10.4108/eai.2-10-2018.2295409
Abstract
The user satisfaction construct is an important aspect of the Information Systems field either both research and practice. Additionally, the manner in which to evaluate the user satisfaction of an information system has changed over time as the context and purpose has evolved. Therefore, the various of evaluation model is essential to understand the trends in user satisfaction measurement and what they mean for the future.Measuring user satisfaction in IS research indicated the multidimension approach. This study proposed an extendedEnd-User Computing Satisfaction (EUCS) model that used to predict the user satisfaction in the context of internet service company in Indonesia known as Telkom. Two variables such as security and response speed were incorporated in the inventiveEUCS variable modelbased on past literature. This research employ a quantitative approach with the selected customers were sampled usingsurvey method. The answer from the respondents then analyzed using the IBM-StatisticalPackage for the Social Sciences (SPSS) software version 20. As a result, the level of user satisfaction of the current system is at a fairly satisfied level.
