SDCA Asia-Pacific Multidisciplinary Research Journal

Abstract

e-Ticketing system is a new gateway to strengthen the end-user support in which it demonstrates significant impact to the organization’s productivity. Moreover, e-Ticketing system was also interpreted as a tool to help speed-up monitoring the delivery and accomplishment of every IT job-order request. Thus, after the development and deployment of IT job-order e-Ticketing (ITJoSeT) system, the researchers intend to validate the impact of the ITJoSeT based on the end-user satisfaction. IT job order services is also known as “IT service management.” Sustaining an excellent end-user service support can be very critical in most organizations as it is being defined based on the level of end-users satisfaction. Thus, the present existence of the ITJoSeT has been considered now as one of the vital services in the business operation as it serves as a help desk to address the concern of the end-user vis-à-vis the needs and immediate support toward the end-users. In this study, however, it aims to empirically examine the impact of the ITJoSeT system through end-user satisfaction when there is a request for IT job-order service and support. The empirical quantitative results show the importance of each determinants, particularly, end-user IT job-order support, design, end-user satisfaction, user-friendliness, and infrastructure in terms of convenience and usefulness.

Keywords: IT job-order support. e-Ticketing system (ITJoSeT). End-user satisfaction. Design. User friendliness and infrastructure.