The effect of mental workload towards mental fatigue on customer care agent using electroencephalogram

Shafira Karamina Alifah; Pande Bagus Widyantara; Maya Arlini Puspasari

doi:10.1145/3364335.3364367

The effect of mental workload towards mental fatigue on customer care agent using electroencephalogram

Shafira Karamina Alifah, Pande Bagus Widyantara, Maya Arlini Puspasari

Department of Industrial Engineering

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

2 Citations (Scopus)

Abstract

High mental workload can lead to fatigue and further result in decreased concentration and work performance. This study is conducted to see the effects of mental workload towards mental fatigue. Mental fatigue measurement was conducted at the first and the last 10 minutes of the working time using electroencephalogram, while mental workload measurement was conducted after the work is completed using the NASA-TLX questionnaire. The result shows that there is an increase in alpha band which indicates an increase in mental fatigue. This study also shows absolute alpha is more sensitive compared to the relative alpha. This study proves that there is a relationship between mental workload and mental fatigue although not relatively strong.

Original language	English
Title of host publication	2019 the 5th International Conference on Industrial and Business Engineering, ICIBE 2019
Publisher	Association for Computing Machinery
Pages	173-177
Number of pages	5
ISBN (Electronic)	9781450376532
DOIs	https://doi.org/10.1145/3364335.3364367
Publication status	Published - 27 Sept 2019
Event	5th International Conference on Industrial and Business Engineering, ICIBE 2019 - Hong Kong, Hong Kong Duration: 27 Sept 2019 → 29 Sept 2019

Publication series

Name	ACM International Conference Proceeding Series

Conference

Conference	5th International Conference on Industrial and Business Engineering, ICIBE 2019
Country/Territory	Hong Kong
City	Hong Kong
Period	27/09/19 → 29/09/19

Keywords

Customer Care Agents
Electroencephalogram
Mental Workload
NASA-TLX
Work Performance

Access to Document

10.1145/3364335.3364367

Cite this

Alifah, S. K., Widyantara, P. B., & Puspasari, M. A. (2019). The effect of mental workload towards mental fatigue on customer care agent using electroencephalogram. In 2019 the 5th International Conference on Industrial and Business Engineering, ICIBE 2019 (pp. 173-177). (ACM International Conference Proceeding Series). Association for Computing Machinery. https://doi.org/10.1145/3364335.3364367

Alifah, Shafira Karamina ; Widyantara, Pande Bagus ; Puspasari, Maya Arlini. / The effect of mental workload towards mental fatigue on customer care agent using electroencephalogram. 2019 the 5th International Conference on Industrial and Business Engineering, ICIBE 2019. Association for Computing Machinery, 2019. pp. 173-177 (ACM International Conference Proceeding Series).

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abstract = "High mental workload can lead to fatigue and further result in decreased concentration and work performance. This study is conducted to see the effects of mental workload towards mental fatigue. Mental fatigue measurement was conducted at the first and the last 10 minutes of the working time using electroencephalogram, while mental workload measurement was conducted after the work is completed using the NASA-TLX questionnaire. The result shows that there is an increase in alpha band which indicates an increase in mental fatigue. This study also shows absolute alpha is more sensitive compared to the relative alpha. This study proves that there is a relationship between mental workload and mental fatigue although not relatively strong.",

keywords = "Customer Care Agents, Electroencephalogram, Mental Workload, NASA-TLX, Work Performance",

author = "Alifah, {Shafira Karamina} and Widyantara, {Pande Bagus} and Puspasari, {Maya Arlini}",

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Alifah, SK, Widyantara, PB & Puspasari, MA 2019, The effect of mental workload towards mental fatigue on customer care agent using electroencephalogram. in 2019 the 5th International Conference on Industrial and Business Engineering, ICIBE 2019. ACM International Conference Proceeding Series, Association for Computing Machinery, pp. 173-177, 5th International Conference on Industrial and Business Engineering, ICIBE 2019, Hong Kong, Hong Kong, 27/09/19. https://doi.org/10.1145/3364335.3364367

The effect of mental workload towards mental fatigue on customer care agent using electroencephalogram. / Alifah, Shafira Karamina; Widyantara, Pande Bagus; Puspasari, Maya Arlini.
2019 the 5th International Conference on Industrial and Business Engineering, ICIBE 2019. Association for Computing Machinery, 2019. p. 173-177 (ACM International Conference Proceeding Series).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AU - Puspasari, Maya Arlini

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N2 - High mental workload can lead to fatigue and further result in decreased concentration and work performance. This study is conducted to see the effects of mental workload towards mental fatigue. Mental fatigue measurement was conducted at the first and the last 10 minutes of the working time using electroencephalogram, while mental workload measurement was conducted after the work is completed using the NASA-TLX questionnaire. The result shows that there is an increase in alpha band which indicates an increase in mental fatigue. This study also shows absolute alpha is more sensitive compared to the relative alpha. This study proves that there is a relationship between mental workload and mental fatigue although not relatively strong.

AB - High mental workload can lead to fatigue and further result in decreased concentration and work performance. This study is conducted to see the effects of mental workload towards mental fatigue. Mental fatigue measurement was conducted at the first and the last 10 minutes of the working time using electroencephalogram, while mental workload measurement was conducted after the work is completed using the NASA-TLX questionnaire. The result shows that there is an increase in alpha band which indicates an increase in mental fatigue. This study also shows absolute alpha is more sensitive compared to the relative alpha. This study proves that there is a relationship between mental workload and mental fatigue although not relatively strong.

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Alifah SK, Widyantara PB, Puspasari MA. The effect of mental workload towards mental fatigue on customer care agent using electroencephalogram. In 2019 the 5th International Conference on Industrial and Business Engineering, ICIBE 2019. Association for Computing Machinery. 2019. p. 173-177. (ACM International Conference Proceeding Series). doi: 10.1145/3364335.3364367

The effect of mental workload towards mental fatigue on customer care agent using electroencephalogram

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