Following the enhancement of technology, there is a pressure to develop the existence system

Abstract

Following the enhancement of technology, there is a pressure to develop the existence system, includes on the telecommunication industry. Almost every telco company recently has launched their own self service application aims to helps customer to easily check balance, browse and buy quota in order to continue the development to remain competitive. MyTelkomsel application can now be developed so that the number of users can reach the target users, which is the total Telkomsel cellular users.This research aims to identify and analyzing factors that affecting user acceptance and user satisfaction for further improvement. This research is a quantitative study using modification of Delone& McClean, TAM, and UTAUT model with MyTelkomsel application as research subjects. This research conducted a survey method and resulted in 403 respondents indicated that User Satisfaction was influenced by various reasons related to Popularity, Information Quality, Perfomance Expectancy, Perceived Usefulness, Subjective Norms, System Quality, and Intention to Use/Use among others. To find out which factors are the most dominant, a factor analysis is needed by first submitting a number of hypotheses on factors that are theoretically considered to influence the success of the system and user satisfaction. Data processing results show that 7 of 9 hypotheses are considered to be proven, namely that user satisfaction is strongly influenced by second main factors as follows: information quality, performance expectancy, subjective norms, system quality, popularity and Intention to Use/Use, and the remaining any 2 hypothesis are rejected. Managerial implications that can be carried out by the MyTelkomsel developer regarding the MyTelkomsel application as an information system for customer relationship management as self service apps at PT Telkomsel. This study's outcomes enhance the current knowledge about MyTelkomsel apps as an Self-Service apps should be useful for daily use of celluler‟suser . It can also be used by PT Telkomsel to devise appropriate strategies to improve the quality of MyTelkomsel apps in order to increase the number of user.