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All Journal TEKNIK INFORMATIKA Jurnal Teknologi Informasi dan Ilmu Komputer Cyber Security dan Forensik Digital (CSFD) IAIC Transactions on Sustainable Digital Innovation (ITSDI)
Nurul Faizah Rozy
UIN Syarif Hidayatullah Jakarta
Computer Science & IT Control & Systems Engineering Electrical & Electronics Engineering Engineering Library & Information Science Materials Science & Nanotechnology

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Journal : IAIC Transactions on Sustainable Digital Innovation (ITSDI)

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An Evaluation Of Helpdesk With Gamification Using Indeks Kepuasan Masyarakat (IKM) Achmad Muhtadibillah; Husni Teja Sukmana; Nurul Faizah Rozy
IAIC Transactions on Sustainable Digital Innovation (ITSDI) Vol 1 No 1 (2019): October
Publisher : Pandawan Sejahtera Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/itsdi.v1i1.8

Abstract

Gamification is a concept of game element that is applied to non-game contexts, Helpdesk is an IT (Information Technology) section. It is first contacted by a user when someone has questions or problems related to IT services. UIN Syarif Hidayatullah Jakarta as a tertiary institution also has a help desk facilities as the tools to solve problems related to IT service. Based on study, the problem that common occurs is, the user is aware of the helpdesk service facilities on campus, but they prefer to make complaints directly to the relevant division. The concept of gamification with elements of points, badges, levels, leaderboard, and rewards is applied to the helpdesk system through the RAD (Rapid Application Development) development method. The method of evaluating the helpdesk system is done in two stages, first pre-test and second post-test. It through two application which is game based helpdesk and non-game based help desk applications. Using Indeks Kepuasan Masyarakat (IKM) as the calculation method of gamification helpdesk and End User Computing Satisfaction (EUCS) as an indicator service of the IKM that will be tested.
Co-Authors Achmad Muhtadibillah Anggraini, Nenny Arini Arini Ariq Cahya Wardhana Husni Teja Sukmana Iik Muhammad Malik Matin Sholahuddin Alisyahbana