An Evaluation Of Helpdesk With Gamification Using Indeks Kepuasan Masyarakat (IKM)

Achmad Muhtadibillah • Husni Teja Sukmana • Nurul Faizah Rozy
Journal article IAIC Transactions on Sustainable Digital Innovation • 2019 Endonezya

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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.





IAIC Transactions on Sustainable Digital Innovation

IAIC Transactions on Sustainable Digital Innovation (ITSDI) is a peer-reviewed, open access journ... see more