Effectiveness Analysis of Using The Vehicle Tools Feature on ERP Systems with Delone & McLean Approach at PT. Putra Mulia Telecommunication

PT. Putra Mulia Telecommunication (PMT) developed Enterprise Resource Planning (ERP) to simplify business processes. The company finds that the use of the feature is not effective based on the results of the data recap generated by the ERP system. The company expect these features can be more useful cause this feature is one of core features. PT. PMT never analyzed the use of the system to find out the satisfaction and benefits. This study aims to analyze the level of effectiveness of the system, especially the Vehicle Tools feature. The measurement and evaluation method uses the DeLone & McLean approach with 6 variables: Information Quality (IQ), System Quality (SQ), Service Quality (SEQ), Use (U), User Satisfaction (US) and Net Benefit (NB). Data sourced from observations, interviews, questionnaires, and literature studies. In the questionnaire, digital questions were asked to 154 samples of the employee on the use of the Vehicle Tools feature. In conclusion, that customer satisfaction is influenced by information quality, service quality, system use, and net benefits. Based on the results, our suggestions is to socialization and retraining related to the vehicle tools feature. In addition, it is also necessary to pay attention to the Standard Operating Procedure (SOP) and the appropriate instructions. The company also needs to pay attention to the system maintenance schedule on a regular basis to anticipate possible errors and needs to conduct periodic surveys regarding the use of the system to all employees to find out if there are suggestions or other criticisms.