Online Support Management System for University of Antique

Abstract

This paper discussed the development of an Online Support Management System to have a centralized system to support the information technology needs of every department of the University of Antique, in effect, to support the needs of the students. The system was developed using the modified Software Development Life Cycle Waterfall Model using six phases – Conceptualization, Technical Feasibility, Development, Pilot Testing, Creation of User’s manual, and Evaluation of Online Support Management System. Each phase must be completed before the next phase can begin and there is no overlapping in the phases.

The researcher anchors the study on Research and Development (R&D) which aims to create a new body of knowledge about existing products or processes, or the creation of an entirely new product. Unstructured interviews, document analysis, and modified survey-questionnaire adapted from ISO/IEC 25010: 2011 Systems and Software Quality Requirements and Evaluation (SQuaRE) - System and software quality models had been conducted for data collection.

The findings showed that three groups of the respondents were satisfied with the features and capabilities of the Online Support Management System and complied with the requirements or specifications based on ISO/IEC 25010: 2011 standards.

Though the respondents are satisfied with their evaluation of the developed Online Support Management System, the result revealed that there was a significant difference noted in the evaluations of the respondents. This result implies that the evaluation made by the three groups of respondents significantly differs from one another in terms of functional suitability, performance efficiency, compatibility, usability, reliability, security, and maintainability.