JAICT Journal of Applied Communication and Information Technologies, Vol.3, No.2, 2018 1 COMPARISON STUDY OF PERFORMANCE ANALYSIS OF INFORMATION SYSTEM USING THE METHODS OF END-USER COMPUTING SATISFACTION AND IT BALANCE SCORE CARD Roy Sari Milda Siregar 1 , Yanti Faradillah 2 , Rufman A. Rahman 3 , Roberto Kaban 4 , Fajrillah Hasballah 5 1 Faculty of Information Technology, STMIK Harapan Ibu, Aceh, Indonesia 2 Faculty of Information System, Universitas Harapan, Medan, Indonesia 3 Faculty of Information System, STMIK Eresha, Jakarta, Indonesia 4 Faculty of Information Technology, STT Poliprofesi, Medan, Indonesia 5 Sekolah Tinggi Ilmu Ekonomi, IBBI Medan, Indonesia Abstract – Evaluation of information system performance is needed to get an overview of the ease of end-users in utilizing a new technology. This study aims to evaluate the performance of information systems in a state-owned company (PT PLN Madya Langsa) based on an end-user perspective that is separated into two categories: employees and managers. The level of employee satisfaction (primary user) is measured using EUCS (aspect of: content, accuracy, format, ease of use, timeliness, and satisfaction). The manager's satisfaction level (secondary user) is measured by using IT BSC (aspect of: company contribution, user, operational excellence, and future orientation). The evaluation on the primary user showed that it was low at 25.6%, moderate at 56.64% and high at 18%. The percentage of user satisfaction with the information systems is 72.9% of the results expected by users. Meanwhile, evaluation on the secondary user obtained the following results: low at 10.5%, moderate 84.2% and high at 5.3%. The percentage of user satisfaction with the information system was 92.8% of the results that is expected by users. This study also discusses why there are differences in the percentage of primary user satisfaction compare to the secondary user and provides suggestions how to improve the level of satisfaction of the end users in the future. Keyword : End-user computing satisfaction, end user satisfaction, evaluation of information system, IT Balanced Scorecard. 1. Introduction The State-Owned Company Limited Liability Company (PT PLN) of the City of Langsa aims to make electricity as a moderate to improve the quality of people's lives so that PT PLN is proactive in running the electricity business and other related fields. As the carrier of business and social functions), PT PLN always strives to create the best service process (fast, easy, quality). For this reason, PT PLN adopts information system infrastructure to be implemented in their organization. Since 2012, the information system at PT PLN has become uniform, standard, integrated, centralized and web-based, more organized and transparent. Management information system (MIS) is an information system that provides information oriented to management interests that reported based on the transaction process and the organization's operations. The Decision Support System and Executive Information System can assist in decision making and planning as well as assessment of the executive manager. MIS as an organized approach can be used as a company resource that provides fast, precise and accurate. MIS is also used to plan information that facilitates the management process. Information systems that are highly needed by an organization both business and non-business, have the main roles; supporting business operations, supporting managerial decision making, increasing company profits, reducing business costs, increasing efficiency, reducing error rates, increasing security and relationships with consumers and many others [1]. Integrated Customer Service Application (AP2T) integrates all PLN business administration business processes with the company's revenue management and supervision system (P2APST), Enterprise Resource Planning (ERP) systems, prepaid electricity systems, non- electricity billing systems, 123 Contact centers and other features which makes the PLN service easier, faster and more certain. The user of this system is divided into two levels, namely the primary user and secondary users based on age, educational background, and of work experience. Operational employees need data and information to carry out their duties and responsibilities and make decisions. [2]. Primary users are consisted of operational employees/operators. Secondary users are the managers of the company/organization. To measure the level of satisfaction of the end user in the primary user category, the EUCS method is used, while to measure the level of satisfaction of the secondary user, the BSC IT method is used. This is because IT BSC involves more measurements that tend to be more suitable for managers (decision makers). 2. Methods of Research