STUDI PENERIMAAN SISTEM MANAJEMEN PENGETAHUAN DI HALO BCA

  • Emanuel Anggit Kristian Nugroho Universitas Bina Nusantara, Jakarta
  • Jarot S. Suroso Universitas Bina Nusantara, Jakarta
  • Puja Hanifah Universitas Bina Nusantara, Jakarta
Keywords: TAM, Acceptance, Contact Center, KMS

Abstract

Contact Center adalah salah satu bentuk Customer Relationship Management, di mana pelanggan dapat  berinteraksi dengan perusahaan melalui satu pintu. Contact Center juga berperan terutama sebagai alat bagi perusahaan untuk mengelola pelayanan terhadap pelanggan. Contact Center pada umumnya dioperasikan oleh banyak Agent Contact Center, dan dapat menerima ribuan panggilan telepon tiap harinya, tergantung pada skala perusahaan dan banyaknya pelanggan perusahaan tersebut. Agar dapat melayani pelanggan dengan baik, Agent perlu memahami banyak pengetahuan yang dimiliki perusahaan. Maka dari itu, Agent harus menguasai Knowledge Management System (KMS) yang dimiliki perusahaan. Ketidakmampuan Agent dalam menggunakan KMS akan menjadi masalah bagi operasional Contact Center dan perusahaan. Dalam penelitian ini kami mempelajari penerimaan Halo Info, salah satu bentuk KMS yang digunakan di Halo BCA, salah satu Contact Center perusahaan perbankan terbesar di Indonesia. Kami menggunakan Technology Acceptance Model (TAM) versi 2 yang kami modifikasi, mengunakan total 11 variabel, 31 indikator, dan 12 hipotesis. Instrumen penelitian berupa kuesioner dengan 31 indikator. Kami berhasil mengumpulkan 283 data responden, kemudian menganalisa data tersebut menggunakan PLS-SEM. Hasil penelitian adalah sebagai berikut: Usage Behaviour (UB) dipengaruhi secara signifikan oleh Intention to Use (IU); IU sangat dipengaruhi oleh Perceived Ease of Use (PEU), Perceived Usefulness (PU), dan Subjective Norm (SN); PEU dipengaruhi secara signifikan oleh System Self-Efficacy (SSE) dan Interface Usability (IUSB); PU dipengaruhi secara signifikan oleh Job Relevance (JR) dan PEU, namun tidak dipengaruhi secara signifikan oleh Output Quality (OQ), Image (I), Result Demonstrability (RD), dan SN

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Published
2018-07-05
How to Cite
[1]
E. Nugroho, J. Suroso, and P. Hanifah, “STUDI PENERIMAAN SISTEM MANAJEMEN PENGETAHUAN DI HALO BCA”, Jurnal Terapan Teknologi Informasi, vol. 2, no. 1, pp. 43-52, Jul. 2018.