User Behaviour Analysis of Information Technology in Higher Education
- 10.2991/gcbme-16.2016.94How to use a DOI?
- ICT, Service Quality
Information Technology Systems as part of the components of the organization together with human resources, interact with one another. Where in these interactions, there are two potential impacts, the first system to be optimal and the performance become effective as well as an efficient or optimal system becomes human because users of these systems refuse or do not want to use it. Rejection of the information system being developed will have an impact on the low utilization of information systems, which in turn leads to lower returns on investments in information technology. This study aims to gain insight about the user feedback about the attributes of the services offered by the ICT Unit, the level of user satisfaction with the services offered by the ICT Unit and ICT service models that can improve user satisfaction. The research subjects consisted of faculty, students and staff Academician UPI. Total sample of 171 people taken by simple random sampling. Descriptive analysis using frequency distribution and percentage through Likert scale, customer satisfaction index and analysis of important performance analysis. The results showed that the tangible dimension is the dimension that is considered the most important services, and is considered to have the highest performance compared to the dimensions of other services. ICT satisfaction index 61.96 percent, this indicates generally quite satisfied with the service users of ICT, while the result of measurement of each dimension of service shows that reliability dimension has a level of performance that comes closest to the user's expectations is 73.08 percent, In order to improve the satisfaction of users of ICT services is needed improvements to maximize the number of attributes (1) Free access to information, (2) The connection quality systems currently in use, (3) Security when accessing, (4) Completeness of physical facilities UPInet, (5) Free providing services and dealing with customers, (6) hours of services provided ICT Unit, and (7) Staff Unit ICT capability to understand customer need
- © 2016, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Ratih Hurriyati AU - Sulastri Sulastri AU - Titik Respati PY - 2016/08 DA - 2016/08 TI - User Behaviour Analysis of Information Technology in Higher Education BT - Proceedings of the 2016 Global Conference on Business, Management and Entrepreneurship PB - Atlantis Press SP - 517 EP - 524 SN - 2352-5428 UR - https://doi.org/10.2991/gcbme-16.2016.94 DO - 10.2991/gcbme-16.2016.94 ID - Hurriyati2016/08 ER -