The development and implementation of mobile help desk system- usability acceptance and design issues based on Shackel’s model / Siti Raihana Md Noor

In the traditional help desk, one person is responsible in handling calls and sorting problem by resorting to various information and knowledge sources. This process is inefficient because many calls are abandoned due to the phone line being busy. Oftentimes, the person who handles the help desk spe...

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Main Author:	Md Noor, Siti Raihana
Format:	Student Project
Language:	English
Published:	Faculty of Information Technology and Quantitative Sciences 2006
Subjects:	TK Electrical engineering. Electronics. Nuclear engineering General works, treatises, and textbooks
Online Access:	http://ir.uitm.edu.my/id/eprint/706/ http://ir.uitm.edu.my/id/eprint/706/1/PPb_SITI%20RAIHANA%20MD%20NOOR%20CS%2006_5%20P01.pdf

id	uitm-706
recordtype	eprints
spelling	uitm-7062018-10-29T11:17:42Z http://ir.uitm.edu.my/id/eprint/706/ The development and implementation of mobile help desk system- usability acceptance and design issues based on Shackel’s model / Siti Raihana Md Noor Md Noor, Siti Raihana TK Electrical engineering. Electronics. Nuclear engineering General works, treatises, and textbooks In the traditional help desk, one person is responsible in handling calls and sorting problem by resorting to various information and knowledge sources. This process is inefficient because many calls are abandoned due to the phone line being busy. Oftentimes, the person who handles the help desk spent time resolving repeat problems. With the advent of Web technology that can provide dynamic, interactive, hypermedia and platform independent, such traditional method become obsolete. In addition, the widespread of mobile technology such as Short Message Service (SMS) has emerged the need to integrate SMS with internet application for both business and leisure. Therefore, Mobile Help Desk System is introduced to explore the technology and thus eliminates problems with traditional help desk. Usability is an important element to consider before we accept any new system. Therefore a usability testing is performed to evaluate the usability of the mobile help desk system based on Shackel’s model that focus on four usability factors; effectiveness, learnability, flexibility and attitude. From the findings, the results of this study indicated that most of students agreed that the mobile help desk system is effective, learnable and flexible. They also felt satisfied after using the system. From the study, we also found that students acceptance toward the mobile help desk system is most highly in positive level. The gender and online help desk experience do not influence their acceptance. This is because most of them are exposed to the information and communication technology. Overall, the development and implementation of mobile help desk system benefit students and contribute some significance to the faculty and university. Faculty of Information Technology and Quantitative Sciences 2006 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/706/1/PPb_SITI%20RAIHANA%20MD%20NOOR%20CS%2006_5%20P01.pdf Md Noor, Siti Raihana (2006) The development and implementation of mobile help desk system- usability acceptance and design issues based on Shackel’s model / Siti Raihana Md Noor. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	TK Electrical engineering. Electronics. Nuclear engineering General works, treatises, and textbooks
spellingShingle	TK Electrical engineering. Electronics. Nuclear engineering General works, treatises, and textbooks Md Noor, Siti Raihana The development and implementation of mobile help desk system- usability acceptance and design issues based on Shackel’s model / Siti Raihana Md Noor
description	In the traditional help desk, one person is responsible in handling calls and sorting problem by resorting to various information and knowledge sources. This process is inefficient because many calls are abandoned due to the phone line being busy. Oftentimes, the person who handles the help desk spent time resolving repeat problems. With the advent of Web technology that can provide dynamic, interactive, hypermedia and platform independent, such traditional method become obsolete. In addition, the widespread of mobile technology such as Short Message Service (SMS) has emerged the need to integrate SMS with internet application for both business and leisure. Therefore, Mobile Help Desk System is introduced to explore the technology and thus eliminates problems with traditional help desk. Usability is an important element to consider before we accept any new system. Therefore a usability testing is performed to evaluate the usability of the mobile help desk system based on Shackel’s model that focus on four usability factors; effectiveness, learnability, flexibility and attitude. From the findings, the results of this study indicated that most of students agreed that the mobile help desk system is effective, learnable and flexible. They also felt satisfied after using the system. From the study, we also found that students acceptance toward the mobile help desk system is most highly in positive level. The gender and online help desk experience do not influence their acceptance. This is because most of them are exposed to the information and communication technology. Overall, the development and implementation of mobile help desk system benefit students and contribute some significance to the faculty and university.
format	Student Project
author	Md Noor, Siti Raihana
author_facet	Md Noor, Siti Raihana
author_sort	Md Noor, Siti Raihana
title	The development and implementation of mobile help desk system- usability acceptance and design issues based on Shackel’s model / Siti Raihana Md Noor
title_short	The development and implementation of mobile help desk system- usability acceptance and design issues based on Shackel’s model / Siti Raihana Md Noor
title_full	The development and implementation of mobile help desk system- usability acceptance and design issues based on Shackel’s model / Siti Raihana Md Noor
title_fullStr	The development and implementation of mobile help desk system- usability acceptance and design issues based on Shackel’s model / Siti Raihana Md Noor
title_full_unstemmed	The development and implementation of mobile help desk system- usability acceptance and design issues based on Shackel’s model / Siti Raihana Md Noor
title_sort	development and implementation of mobile help desk system- usability acceptance and design issues based on shackel’s model / siti raihana md noor
publisher	Faculty of Information Technology and Quantitative Sciences
publishDate	2006
url	http://ir.uitm.edu.my/id/eprint/706/ http://ir.uitm.edu.my/id/eprint/706/1/PPb_SITI%20RAIHANA%20MD%20NOOR%20CS%2006_5%20P01.pdf
first_indexed	2023-09-18T22:44:55Z
last_indexed	2023-09-18T22:44:55Z
_version_	1777417160131346432

The development and implementation of mobile help desk system- usability acceptance and design issues based on Shackel’s model / Siti Raihana Md Noor

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