A STUDY OF KNOWLEDGE MANAGEMENT SYSTEM ACCEPTANCE IN HALO BCA
Contact Center is a form of Customer Relationship Management, where customers can interact with a company through its single point of contact and serves mainly as a tool for the company to maintain its service to the customers. Contact center is generally operated by many Agents and can accepts thou...
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| Format: | Article |
| Language: | Indonesian |
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Universitas Kristen Duta Wacana
2018-07-01
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| Series: | JUTEI (Jurnal Terapan Teknologi Informasi) |
| Subjects: | |
| Online Access: | https://jutei.ukdw.ac.id/index.php/jurnal/article/view/91 |
| _version_ | 1818529434803634176 |
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| author | Emanuel Anggit Kristian Nugroho Jarot S. Suroso Puja Hanifah |
| author_facet | Emanuel Anggit Kristian Nugroho Jarot S. Suroso Puja Hanifah |
| author_sort | Emanuel Anggit Kristian Nugroho |
| collection | DOAJ |
| description | Contact Center is a form of Customer Relationship Management, where customers can interact with a company through its single point of contact and serves mainly as a tool for the company to maintain its service to the customers. Contact center is generally operated by many Agents and can accepts thousands of phone calls every day, depending on the company’s scale and customer base. In order to correctly serve the customers, Agents need to understand many knowledge which the company has, and this is the main reason why Agents need to master the company’s Knowledge Management System (KMS). Inability of Agents to interact with the KMS will be a serious problem for the company. In this paper, we studied the acceptance of Halo Info, a form of KMS in one of the biggest banking contact center in Indonesia, called Halo BCA. We used modified TAM version 2, with a total of 11 variables, 31 indicators, and 12 hypotheses. The research instrument was a 31 items questionnaire. We gathered 283 respondent data, and analyzed it using PLS-SEM. The research findings are: Usage Behaviour (UB) is significantly affected by Intention to Use (IU); IU is proven to be greatly affected by Perceived Ease of Use (PEU), Perceived Usefulness (PU), and Subjective Norm (SN); PEU is significantly affected by System Self-Efficacy (SSE) and Interface Usability (IUSB); PU is significantly affected by Job Relevance (JR) and PEU, but is not significantly affected by Output Quality (OQ), Image (I), Result Demonstrability (RD), and SN. |
| first_indexed | 2024-12-11T17:06:49Z |
| format | Article |
| id | doaj.art-cf0c82cf2ac14983aad406873376ac28 |
| institution | Directory Open Access Journal |
| issn | 2579-3675 2579-5538 |
| language | Indonesian |
| last_indexed | 2024-12-11T17:06:49Z |
| publishDate | 2018-07-01 |
| publisher | Universitas Kristen Duta Wacana |
| record_format | Article |
| series | JUTEI (Jurnal Terapan Teknologi Informasi) |
| spelling | doaj.art-cf0c82cf2ac14983aad406873376ac282022-12-22T00:57:39ZindUniversitas Kristen Duta WacanaJUTEI (Jurnal Terapan Teknologi Informasi)2579-36752579-55382018-07-0121435210.21460/jutei.2018.21.9191A STUDY OF KNOWLEDGE MANAGEMENT SYSTEM ACCEPTANCE IN HALO BCAEmanuel Anggit Kristian Nugroho0Jarot S. Suroso1Puja Hanifah2Universitas Bina NusantaraUniversitas Bina Nusantara, JakartaUniversitas Bina Nusantara, JakartaContact Center is a form of Customer Relationship Management, where customers can interact with a company through its single point of contact and serves mainly as a tool for the company to maintain its service to the customers. Contact center is generally operated by many Agents and can accepts thousands of phone calls every day, depending on the company’s scale and customer base. In order to correctly serve the customers, Agents need to understand many knowledge which the company has, and this is the main reason why Agents need to master the company’s Knowledge Management System (KMS). Inability of Agents to interact with the KMS will be a serious problem for the company. In this paper, we studied the acceptance of Halo Info, a form of KMS in one of the biggest banking contact center in Indonesia, called Halo BCA. We used modified TAM version 2, with a total of 11 variables, 31 indicators, and 12 hypotheses. The research instrument was a 31 items questionnaire. We gathered 283 respondent data, and analyzed it using PLS-SEM. The research findings are: Usage Behaviour (UB) is significantly affected by Intention to Use (IU); IU is proven to be greatly affected by Perceived Ease of Use (PEU), Perceived Usefulness (PU), and Subjective Norm (SN); PEU is significantly affected by System Self-Efficacy (SSE) and Interface Usability (IUSB); PU is significantly affected by Job Relevance (JR) and PEU, but is not significantly affected by Output Quality (OQ), Image (I), Result Demonstrability (RD), and SN.https://jutei.ukdw.ac.id/index.php/jurnal/article/view/91TAMAcceptanceContact CenterKMS |
| spellingShingle | Emanuel Anggit Kristian Nugroho Jarot S. Suroso Puja Hanifah A STUDY OF KNOWLEDGE MANAGEMENT SYSTEM ACCEPTANCE IN HALO BCA JUTEI (Jurnal Terapan Teknologi Informasi) TAM Acceptance Contact Center KMS |
| title | A STUDY OF KNOWLEDGE MANAGEMENT SYSTEM ACCEPTANCE IN HALO BCA |
| title_full | A STUDY OF KNOWLEDGE MANAGEMENT SYSTEM ACCEPTANCE IN HALO BCA |
| title_fullStr | A STUDY OF KNOWLEDGE MANAGEMENT SYSTEM ACCEPTANCE IN HALO BCA |
| title_full_unstemmed | A STUDY OF KNOWLEDGE MANAGEMENT SYSTEM ACCEPTANCE IN HALO BCA |
| title_short | A STUDY OF KNOWLEDGE MANAGEMENT SYSTEM ACCEPTANCE IN HALO BCA |
| title_sort | study of knowledge management system acceptance in halo bca |
| topic | TAM Acceptance Contact Center KMS |
| url | https://jutei.ukdw.ac.id/index.php/jurnal/article/view/91 |
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