Tujuatl dar~st udi ifli adalah: 1) menguji pengaruh fkgs i l a y mi ufollllasi (Pengetahuan dan Kekrlibatan Pengguna, Kualitas Prod& Sistim Wormasi, Silcap Staf Usisffo dan Layanannya, Keliabilitas Layanan, Empati) terhadap kepuasan pengguna. 2) untuk mengetdiui rata-rata nilai kepuasan pengguna krhadap fungsi layanan idormasi yang disediakan oleh Unit Sistim znformasi. %set ini menggunakan tmri kepuasan pen- dengan fimgsi layanaii' infomasi (Kettinger, Lee, 1994) dimaua tmri ini lebih lengkap daripada kepuasan p e n g a u~in formasi (Olson, Bamudi, 1989). Dengan digunakannya theori ini diharapkan &&pat hasil yang lebih mendalam tentang kepwan jxmgguana layanan sistim lnformasi yang disediakan oleh Unit Sistim Momsi pt Tekom DIVRE II, Jakarta. Fuugsi layanan mformasi didefinisikan sebagai aktivitas prdd- dan layanan yang dilalcthn oleh department sisY;m informasi (Saunders, Jones 1992). Dalam riset ini, kepuasan pengguna dmyatakan sebagai variable tergantung, sedanghn fhgsi layanan bformasi (Pengetahuan Dan Keterlibtan Pengguna, Kualitas Prod& Sistim hformasi, Sikap Staf Usisffo dan Layanarjnya, Reliabilitas Layman, Empati) sebagai variable bebas. Riset ini dilakuk,m berdasarkan populasi pengguna sistim ix$ormasi yang disediakan oleh Unit sitim hlfonnasi di PT Telkom. Respondent &lam riset h i krjumlah 90. Dan rrietoda sampling digunakan adalah yrotxhiiity s,mpiing khususnya simple randon sampling. Sehlum kusimer disebarkan terlebih &ulu dilakukan interview yang mendalam terhadap mauajemen Unit Sitim Infvrmasi maupun para penggunanya. Te1a.h dilakukatl uji wba pa& Instrument riset iUi krhadap 30 respondent awal dengan menggunakan Alpha Cronbach. Untuk menganalisa data secara statist&, dilakukan uji hipotesa menggunakafl repsi berganda. Hipotesa diuji pada 5% +at nyata. Dari had uji didapatkau bahwa hanya dua dimensi dari h g s i layanan dormasi yang berpengaruh secara nyata terhadap kepuasan pengguna. %lain itu dmi rata-rata kepuasan temyata pengguna masib belum puas krhadap fhgsi layanan yang diberikan Disarankan kepada unit sistim informasi agar menaruh perhatian sewa khusus kepda kulaitas pmduk dan reliabilitas layaaanya sedidapatkan kepusan pengguna yang maximal. Dalm riset ini penulis mempunyai beberapa keterbatasan: 1) riset ini hanya dilakukan pada salah satu are layanan Unit Sistim Mormasi yaitu di kantor Daerah Telekomunikasi Tangerang. Aka lebih baik hasilnya bila dilakukan secara inenyeluruh. 2) karena data dari h g h t manajernen atas hanya satu, disardan juga, dalam riset benkutnya kepuasan penggw dapat dibedakan menurut demograti respondent (level management, department, gender, tahun peiigalanzan, usia, sisth informasi yang dipakai, dan lain-ah).

This study had the following objectives: (1). To examine the influence of Information Service Function (Level of User's Knowledge and Involvement, Quality of Information Products, Attitude toward Usisfo Staff and Services, Reliability Services, Empathy) toward user satisfaction. (2). To find out the average value of user satisfaction toward information service fhction that being provided. The research intended to use User Satisfaction with Information Function ( Kettinger and Lee) which more complete than User Information Satisfaction (Baroudi and Orlikowski) in order to get better result of overall Information Service Function User Satisfaction that provided by PT Telkom Divre IT, Jakarta Information System Unit. Information Services Function is defined as the production and service activities performed by a corporate/centralized information systems department (Saunders, Jones 1992). User satisfaction was taken as dependent variable, meanwhile Information Services Function (Level of User's Knowledge and Involvement, Quality of Information Products, Attitude toward Usisfo Staff and Services, Reliability Services, Empathy) were the independent variable. The research was conducted over the population of PT Telkom employee who has used information system service that provided by their Information System Unit (Usisfo). A sample size of 90 respondent was drawn. Probability sampling was conducted, specifically simple random sampling. Depth interviews with Information System Unit management were conducted prior to the determination of questionnaires distribution. Instruments of the research were pre-tested over 30 samples for construct validity and reliability by the use of Cronbach alpha. For hypotheses test, multiple regression tests were applied to analyze data statistically. Hypotheses were tested at 5% significance level. Result of the study shown that two dimensions of information services function that is Quality of information Product and Realibilty Services have significant influence on user satisfaction and users are not satisfied yet with the information service function that being provided by Usisfo. It is recommended that Usisfo give more attention to its services especially Quality of information Product and Reliability Services in order to satisfy information system users. Limitations of the research are: 1) the research only conducted in one area of PT Telkom Divre 11 Information System Units, that is, Tangerang Telecommunication Region Office. More valid result for PT Telkom Divre II Information System Units is achieved when all areas included. 2) Since data’s for top management level only one, it also recommended that the next research can differentiate user satisfaction by varying respondent demographics (i.e., management level, department, gender, experience year, age, information system, etc).

Kata Kunci : Kepuasan Konsumen, Fungsi Layanan Usisfo PT Telkom, Management Information system, User Satisfaction.