Analisis Dampak Penerapan IT Service Desk pada Bank XYZ

Authors

  • Ario Adi Prasetyo Bina Nusantara University
  • Ford Lumban Gaol Bina Nusantara University

DOI:

https://doi.org/10.21512/comtech.v1i2.2689

Keywords:

Banking, IT-IL, IT Service Desk, Problem Management, Factor Analysis

Abstract

The purpose of this study is to identify the determinants of IT operational performance related to IT Service Desk. And to determine the consideration of implementing IT Service Desk in the company business processes. The population in this study is 1500 employees or users of the IT Service Desk service. By using the Slovin, 100 users were obtained in the sample. The variables in this study include success factors of IT Service Desk and Problem Management. Methods of data collection include using questionnaire s. Analysis of data is conducted using multivariate analysis of the factor analysis. The conclusions of this research is obtained from, among others, the factors of success of the IT Service Desk and Problem Management. There are 9 to 37 variables and indicators. From the research, it is found that there is a relationship between factors. And after the reduction process of 37 indicators four new factors was formed which consist of a quick solution factor, excellent IT Service Desk factor, focus support factor, and excellent staff factor. From all the new factors, quick solution is the most dominant factor.

 

Dimensions

Plum Analytics

References

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Ghozali, I.. (2005). Aplikasi Analisis Multivariate dengan Program SPSS, Edisi ke3, Semarang: Badan Penerbit Universitas Diponegoro.

Ghozali, I. (2006). Aplikasi Analisis Multivariate dengan Program SPSS, Edisi ke4, Semarang: Badan Penerbit Universitas Diponegoro.

Santoso, S., & Tjiptono, F. (2001) Riset Pemasaran: Konsep dan Aplikasi dengan SPSS. Jakarta: Elex Media Komputindo.

Sugiyono. (2007), Metode Penelitian Bisnis. Bandung: Alfabeta.

Supranto, J. (2004) Analisis Multivariat Arti dan Interpretasi, Jakarta: Rineka Cipta.

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Published

2010-12-01

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Articles
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