User Satisfaction Evaluation as an Effort to Improve Performance in the Use of the System Application and Product (SAP) Application at PT KAI (PERSERO) Daop 8 Surabaya
Evaluasi Kepuasan User Sebagai Upaya Peningkatan Kinerja pada Penggunaan Aplikasi System Application and Product (SAP) di PT KAI (Persero) Daop 8 Surabaya
DOI:
https://doi.org/10.21070/ups.11160Keywords:
User Satisfaction, System Application and Products in Data Processing (SAP), Employee Perfomance, accounting, PT KAIAbstract
The rapid development of information technology encourages organizations to optimize digital-based systems to enhance efficiency and employee performance. PT Kereta Api Indonesia (Persero) Daop 8 Surabaya has implemented the SAP system to integrate procurement, inventory, and accounting processes, improving speed, accuracy, and transparency. This study aims to analyze user satisfaction and its impact on employee performance at the Sidotopo locomotive depot. Using a qualitative descriptive approach, data were collected through interviews, observations, and documentation involving eight SAP users.
The results show that SAP improves work effectiveness and the reliability of accounting reports. Users generally express high satisfaction, especially regarding information completeness and reliability. However, challenges remain, including interface complexity and reduced efficiency during high transaction volumes. SAP implementation also positively impacts employee performance, reflected in improved work quality, quantity, punctuality, competence, independence, and commitment. Overall, SAP serves as a strategic tool to enhance productivity, professionalism, and effective information management.
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