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Paper "Ekpresi Religi Melalui Budaya Lokal di HKTY Ganjuran Yogyakarta"

Heripracoyo, Sulistyo

978-1-5090-3352-2/16/$31.00 ©2016 IEEE 16-18 November 2016, Aston Tropicana Hotel, Bandung, Indonesia 
2016 International Conference on Information Management and Technology (ICIMTech) 
Page 102 
Model of Measuring the Influence of Knowledge 
Management System to IT Complaints, Case Study in 
Telecomunication Company 
 
Sulistyo Heripracoyo, Fenny Meilia, Candra Ronny,  Umar Eko Prasetyo 
Information Systems Department 
Bina Nusantara University 
Jakarta, Indonesia 
hpracoyo@binus.edu, {fenny.meilia, chandraronisinaga, umareko27}@gmail.com 
Abstract— The purpose of this study is to investigate the best 
practices in the transdisciplinary field of knowledge management 
system implementation and measurement of IT Complain in a 
telecommunication company (PT Telkomsel). This paper 
examines three variables of Knowledge Management (People, 
Process and Technology) and IT Complain Variable. This 
research used two methods such as a qualitative and quantitative 
method. Qualitative methods of interviewing and observation 
and quantitative method by gave a questionnaire to respondent. 
As for analysis research used descriptive and verificative method. 
The goal of this research will be used to know how useful the role 
and influence of the knowledge management system for customer 
complaint. This paper is   intended to provide a model to 
measure the effect of Knowledge Management to IT complain 
especially in Telecommunication Company.  
Keywords—Verificative Analysis, Descriptive Analysis, 
observation, IT Service Management Centre, Knowledge 
Management 
I. BACKGROUND 
At PT Telkomsel, Knowledge management plays an 
important role in elevating and reducing job in IT Service 
Management Center Department. IT Service Management 
Center Department is a department assigned to handle any 
customer complaints that need to be addressed in terms of IT. 
The complains that enters into IT Service Management Center 
Department are  the form of a ticket (remedy) which will be 
completed by the IT Service Desk and the solutions will be 
delivered back to the customer.     
IT Service Desk utilizing the knowledge management to 
reduce the remedy ticket incoming by creating problem-solving 
tutorials are included on a website and also conducts 
knowledge sharing among employees so that any updated 
information can be disseminated quickly so that it can help the 
IT Service Desk for resolving complaints incoming 
Therefore, the purpose of this study is to help the 
telecommunications company (Telkomsel) in answering the 
need for the complaint management. The flow of complaint 
handling process as follows :  
 
 
Fig. 1. The Complaint Handling Process 
 
II. LITERATE STUDY 
A. Knowledge  
Knowledge is divided into two interrelated parts, namely 
theoretical knowledge and practical knowledge [1]. Based on 
the type of knowledge is divided into tacit and explicit 
knowledge [2].  
B. Knowledge Management 
Knowledge management involves activities that have 
relevance to capture, user and sharing of knowledge within the 
company [3]. The implementation of knowledge management 
in the organization involves three components: People, 
Processes and Technology. [4].  The notion of the importance 
of knowledge work has also drawn attention to the 
management of knowledge workers [5]. Knowledge  is  
defined  as  a  justified  belief  that  increases  an  entity’s  
capability  for  effective  action [2,6].  There  are  two  
dimensions  of  knowledge in organizations: tacit knowledge 
and explicit   knowledge.   Tacit   knowledge   is   
978-1-5090-3352-2/16/$31.00 ©2016 IEEE 16-18 November 2016, Aston Tropicana Hotel, Bandung, Indonesia 
2016 International Conference on Information Management and Technology (ICIMTech) 
Page 103 
subconsciously  understood  and  applied,  difficult  to  
articulate,  developed  from  direct  experience  and  action [6].  
 
III. RESEARCH METHOD 
The method used to collect data is qualitative method with 
observation, interviews, literature studies, another method is 
quantitative method with questionnaires. In this study, the 
construct being measured is based on the factor people, 
processes and technology that are broken into multiple 
dimensions as follows: 
Table 1. Variable and Dimension [4]  
Variable Dimension 
People 
Knowledge Sharing behavior 
Knowledge Sharing Activity 
Awareness 
Participation in Activities 
Process 
Quality of Knowledge  
Efficiency as a result of new process
Incentive 
Contributor 
Technology 
Active involvement 
Knowledge Structure 
Usability 
IT Complain 
Speed complaint handling 
Problem solving satisfactorily
Ease of filing a complaint procedure
 
Based on the above construction, can be described a model 
for measuring of variables such as the following: 
 
 
 
Fig. 2. Research Model 
Hypothesis: 
The hypothesis of this study are as follows:  
H1 : Variable People affect the IT Complaint 
H2 : Variable Process affect the IT Complaint. 
H3 : Variable Technology affect the IT Complaint. 
H4 : Variable people, process and Technology affect 
simultaneously to IT Complaint. 
Data used for primary data analysis is based on the results 
of questionnaires to the sample of 41 people, according to our 
model. All data were analyzed using statistical analysis, i.e. 
descriptive statistical analysis and verification of statistical 
analysis to explain the influence between variables studied, 
namely the normality test, validity, reliability testing, 
regression analysis. 
 
IV. RESULTS 
Based on the results of descriptive statistical analysis, the 
respondents was 90% (37) male and 10% (4) female. Based on 
the education level 34% (Diploma), 61% (Strata 1) and 5% 
(Strata 2). Based on working hours, 17% (office hour), 83% 
(Shifting). Based on the job, 73% (Agent), 10% (Analyst), 5% 
(Leader), 2% (manager), 10% (Officer). 
All data has been testing the validity and reliability. Only 
valid data is used to take measurements. 
To test the reliability of these three variables, namely 
People, Process, Technology and IT, the result is as follows: 
 
 
 
 
 
Reliability Statistics 
Cronbach's Alpha N of Items 
.744 11 
978-1-5090-3352-2/16/$31.00 ©2016 IEEE 16-18 November 2016, Aston Tropicana Hotel, Bandung, Indonesia 
2016 International Conference on Information Management and Technology (ICIMTech) 
Page 104 
 
 
 
Cronbach's Alpha People variable has a value of > 0.7 
(0.744 > 0.7). Measurement for this variable has a good 
reliability. 
 
 
 
 
 
 
Cronbach's Alpha Process variable has a value of > 0.7 
(0.881 > 0.7). Measurement for this variable has a good 
reliability. 
 
 
 
 
Cronbach's Alpha Technology variable has a value of > 0.7 
(0.786 > 0.7). Measurement for this variable has a good 
reliability. 
As for the hypothesis test is done by using a regression test 
is done partially and simultaneously.  
Based on a model that has been defined above, the results 
of the regression analysis is as follows:  
According to the table above, the value of R Square is 
0.409, indicating that the three variables People, Process and 
Technology provides simultaneous effect of 40.9% of the IT 
Complain. 
While the level of significance of the statistical analysis to 
be obtained the following data: 
 
 
 
 
 
ANOVAa 
Model
Sum of 
Squares Df 
Mean 
Square  F Sig.
Regression 122.212 3  40.737 8.532 .000b
Residual 176.666 37  4.775
Total 298.878 40   
a. Dependent Variable: IT_Complain 
b. Predictors: (Constant), Process, People, Technology
 
Based on the results in the table above, it can be concluded 
that the model used was appropriate F> Ftable (8532> 2.86), 
and the probability value (sig) is 0.000, meaning that the effect 
of these three variables is significant. Based on the statistical 
analysis of data, shows that Hypothesis 4 (H4) is received. 
For partial testing, use the data in the following table:  
Coefficientsa 
Model
Unstandardized 
Coefficients 
Standardized 
Coefficients
T Sig.B
Std. 
Error Beta
1 (Constant) 6.993 3.661  1.910 .064
People .095 .095 .158 1.004 .322
Technology .108 .093 .187 1.164 .252
Process .223 .063 .472 3.547 .001
a. Dependent Variable: IT_Complain 
 
Partial test carried out on each variable People, Process and 
Technology to IT Complaint. Based on data from the statistical 
process can be explained as follows:  
The influence of the People  Variable to IT Complain 
explained that partially the People variable effect on IT 
Complaint (1,004 <2:02), but the effect was not significant 
(0322> 0.05). Based on these data, the Hypothesis 1 (H1) is 
accepted.  
Influence of Technology to IT Complain explained that 
partially the technology effect on IT Complaint (1164 <2:02), 
but the effect was not significant (0.252> 0.05). Based on these 
data, the Hypothesis 2 (H2) is received. 
The influence of the Process variable to IT Complain 
explained that partially the process  affect the IT Complain 
(3547> 2:02), and the effect was significant (0.001 <0.05). 
Based on these data, the Hypothesis 3 (H3) is received. 
 
 
Based on the analysis of data can be created regression 
equation is as follows: 
Y = 6.635 + 0.136X1 + 0.50X2 + 0.240X3 
Where : 
Y   = IT Complaint 
X1 = People 
Reliability Statistics 
Cronbach's Alpha N of Items 
.881 10 
Reliability Statistics 
Cronbach's Alpha N of Items 
.786 11 
Model Summary 
Model R 
R 
Square 
Adjusted 
R Square 
Std. Error of the 
Estimate
1 .639a .409 .361 2.185
a. Predictors: (Constant), Process, People, Technology 
978-1-5090-3352-2/16/$31.00 ©2016 IEEE 16-18 November 2016, Aston Tropicana Hotel, Bandung, Indonesia 
2016 International Conference on Information Management and Technology (ICIMTech) 
Page 105 
X2 = Technology 
X3 = Process  
 
V. CONCLUSION 
Based on the research that has been done on the three 
indicators that exist in knowledge management obtained the 
following results: 
1. Based on the analysis, it can be concluded that the 
variables that exist in knowledge management is people, 
process, technology simultaneously significantly influence IT 
complaint. The influence is 40.9%. Thus the three variables 
must be implemented simultaneously in order to significantly 
affect the IT complaint. 
2. If from each variable not simultaneously applied only the 
process variables that significantly influence IT complaint. 
 
REFERENCES 
 
[1] Kraiger, K., Ford, J., & Salas, E., Application of cognitive, skill-based, 
and affective theories of learning outcomes to new methods of training 
evaluation. Journal of Applied Psychology, 1993, pp. 28. 
[2] Kenneth C. Loudon, Management Information Systems: Managing the 
Digital Firm (12th Edition), Prentice Hall, 2011. 
[3] Ringel‐Bickelmaier, C., & Ringel, M., Knowledge management in 
international organisations. Journal of  Knowledge Management. 2010. 
[4] Shannak, R. O. (2009). Measuring Knowledge Management 
Performance. European Journal of Scientific Research ISSN 1450-216X 
Vol.35 No.2 (2009), pp.242-253. 
[5] Jussi Okkonen. THE USE OF  PERFORMANCE MEASUREMENT  
IN KNOWLEDGE WORK CONTEXT. 2004. 
[6] Chorng-Shyong Ong, Jung-Yu Lai, Developing an instrument for 
measuring user satisfaction with knowledge management systems, 
Proceedings of the 37th Hawaii International Conference on System 
Sciences, 2004.  
 


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Evidence of Feasible Hardness Test on Mars Using Ratio of Ionic/Neutral Emission Intensities Measured with Laser-Induced Breakdown Spectroscopy in Low Pressure CO2 Ambient Gas