The Development of a Computer Repair Request System

Abstract

This research aimed to: 1) develop an internal computer repair request system; 2) facilitate users in reporting problems and tracking repair status; and 3) enable users to evaluate post-repair service quality systematically. The research employed a developmental research approach. The population consisted of employees and IT staff within the organization who regularly used computer systems in their work. The sample group included 30 general system users and 5 IT staff members, selected through purposive sampling as they were directly involved with the repair process. Data were collected using user satisfaction questionnaires and system evaluation forms based on software quality criteria such as accuracy, usability, speed, and reliability. Descriptive statistics, including means and standard deviations, were used to analyze the data.The findings revealed that: the developed system was functional and effectively addressed issues inherent in traditional repair processes; users expressed a high level of satisfaction regarding ease of use, repair status tracking, and the ability to provide feedback (overall mean = 4.54); IT staff assessed the system’s performance as highly effective in all aspects of repair management, with an overall mean score of 4.58.