Innovation must be created by PT Telekomunikasi Indonesia, Tbk in order to improve company’s performance, both financially and operationally. Thus, Telkom is able to face more competitive competitions. One of the factors that influence the company’s performance of is the Information Technology (IT). Telkom has transformed its IT through the Infusion 2008 (Indonesia Flexible & Unified Business Solutions), with TiCARES system. TiCARES system is an application system of IT Customer Support System (CSS). The purpose of this research is to determine the satisfaction and expectation of TiCARES system’s performance, and its influence to its individual users’ performance. Performance’s aspect to be measured in this study is based on End User Computing Satisfaction dimension, consists of: content, accuracy, format, ease of use, and timeliness.
The research methods used in this study are descriptive analysis, analysis of the level of satisfaction, and path analysis. The research population is the TiCARES users who are from the Enterprise Service Division and the Division of Business Services with total 932 people. A sample of 90 people is obtained using Slovin’s formula. The sampling method used in this study is probability sampling with simple random sampling approach.
The result of the descriptive analysis shows that the level of satisfaction (existing condition) for variable content, accuracy, format, ease of use, and timeliness are at the high category, while the interest rate (expectation) for the five variables are at very high category. So is the users’ performance. The highest total satisfaction level of the variables is the format variable and the lowest is the accuracy variable. After the path and trimming process analysis are done, these are the results: 1) Content and Ease of Use have significant influence on the individual performance simultaneously with the coefficient of determination 20.1%; 2) Content has a positive significant influence on the individual performance with the path coefficient of 0.241 and total influence of 9.5%; 3) Ease of Use has a positive significant influence on the individual performance with the path coefficient of 0.264 and total influence of 10.6%.
Keywords: content, accuracy, format, ease of use, timeliness, performance of individual