Analyzing User Satisfaction with the Helpdesk System of PT. Matahari Department Store: An Evaluation Study

Abstract

Helpdesk systems play a crucial role in improving operational efficiency and user experience in businesses. PT. Matahari Department Store has developed a helpdesk system to support its employees' technical needs. However, the level of user satisfaction with the system remains unclear, necessitating an evaluation to identify areas for improvement. This study aims to assess user satisfaction by analyzing Perceived Usefulness (PU), Perceived Ease of Use (PEU), System Quality (SQ), and Continued Use Intention (CUI). Using Partial Least Squares Structural Equation Modeling (PLS-SEM), data were collected from employees and analyzed for validity and reliability. The research follows structured steps, including data collection, hypothesis formulation, and model evaluation. The findings indicate that Perceived Usefulness (PU) and System Quality (SQ) significantly impact user satisfaction, while Perceived Ease of Use (PEU) has a weaker influence. Additionally, Continued Use Intention (CUI) is highly correlated with satisfaction, emphasizing the need for system improvements to enhance long-term adoption. These insights provide valuable recommendations for optimizing the helpdesk system to meet user needs effectively. The study highlights the importance of system customization and technical support in increasing user engagement and operational efficiency.