Effect of Mental Workload on Work Productivity of Internet Assurance Technician in Handling Customer Complaints

Lucitasari, Dyah Rachmawati and Berlianty, Intan and Fidiyanti, Latifah Nur (2022) Effect of Mental Workload on Work Productivity of Internet Assurance Technician in Handling Customer Complaints. In: 1st International Conference on Engineering Optimization and Management in Industrial Applications "Advancement of Optimization, Engineering Technology, and Management for Sustainable Environment", 29 Oct 2022, Yogyakarta.

Text 2-Dyah Rachmawati Lucitasari.pdf - Published Version Download (276kB)

Abstract

Internet high consumption in Indonesia with problem of the large number of incoming customer complaints. PT Telkom Indonesia as internet providers in Indonesia provide best service to its customers by deploying technicians to handle customer complaints, namely assurance technicians. PT Telkom Witel Kudus is one of the service branches in Kudus. High number of customer complaints reports and a disproportionate number of technicians. They must work quickly and precisely so have fairly solid job. From ergonomics point of view, humans have limitations not only in terms of physical but also in terms of mental. So need to research technician’s mental workload. Work productivity related to output that able to produce. Low productivity will affect company’s achievement. This study conducted on 16 assurance technicians. Purpose of this study to analyze assurance technician’s mental workload in handling customer complaints and their effect on work productivity. This study uses the NASA-TLX method to calculate the mental workload and then uses multiple linear regression analysis to prove the influence of mental workload on work productivity and uses Structural Equation Modeling (SEM) with software SmartPLS to see the most influential indikator factors. Results showed that 7 technicians had very high mental workload and 9 technicians had high scores. There is influence from mental demand, physical demand, temporal demand, own performance, effort, and frustration on work productivity which is 74.6% while other 25.4% is influenced by other variables. Most influential factor is frustration variable with the X6.2 indicator technicians experiencing pressure caused by customer demands.

Item Type:	Conference or Workshop Item (Paper)
Uncontrolled Keywords:	Ergonomics, Mental Workload, NASA-TLX, Multiple Regression, SmartPLS
Subjects:	T Technology > T Technology (General)
Depositing User:	ST, M.Sc Astrid Wahyu Adventri Wibowo
Date Deposited:	17 Jan 2023 08:27
Last Modified:	17 Jan 2023 08:28
URI:	http://eprints.upnyk.ac.id/id/eprint/32184

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