Measurement of Digital Service Quality and Success of District Library Information System (SIPERKA) Implementation: Integration of HOT-Fit Model and Service Quality Dimensions

Rian Piarna; Masesa Angga Wijaya; Agin Sugiwa; Liandy L Tobing; Wulan Siti Nurul Masriah; Muthiah Wahyuliana

doi:10.59934/jaiea.v5i2.1896

Authors

Rian Piarna Politeknik Negeri Subang
Masesa Angga Wijaya Politeknik Negeri Subang
Agin Sugiwa Politeknik Negeri Subang
Liandy L Tobing Politeknik Negeri Subang
Wulan Siti Nurul Masriah Politeknik Negeri Subang
Muthiah Wahyuliana Politeknik Negeri Subang

DOI:

https://doi.org/10.59934/jaiea.v5i2.1896

Keywords:

Digital Service Quality, HOT-Fit Model, Library Information System, Service Quality Dimension, Village Library

Abstract

This study evaluates the success of District Library Information System (SIPERKA) implementation in Subang Regency using the integration of HOT-Fit (Human, Organization, Technology-Fit) model and service quality dimensions. Employing SEM-PLS methodology with 115 village librarians and library operators, the research examines how Technology components (system quality, information quality, service quality), Human factors (user satisfaction, user competency, system use), and Organizational aspects (organizational structure, leadership support, environment) collectively influence net benefits. Results demonstrate that service quality exerts the strongest influence (β=0.312) on user satisfaction among technological dimensions, while system use (β=0.468) emerges as the primary determinant of net benefits. The integrated model explains 71.5%-76.8% variance in endogenous variables with Goodness of Fit (GoF) of 0.719, indicating excellent model performance. All ten hypotheses received empirical support (p<0.05). This research contributes theoretically by demonstrating the critical importance of service marketing perspective in public sector information systems evaluation, revealing that service quality supersedes technical quality in determining user satisfaction. Practically, it provides evidence-based recommendations for improving digital service quality in village libraries, with documented Return on Investment (ROI) of 630.8% demonstrating SIPERKA's success in elevating village library data achievement from below 40% to 87%.

Downloads

Download data is not yet available.

References

Anwar S, Maskur S, Jailani M, Pd S. Manajemen perpustakaan. Zahen Publisher; 2019 Mar 1.

Luthfiyah F. Manajemen Perpustakaan Dalam Meningkatkan Layanan Perpustakaan. El-Idare: Journal of Islamic Education Management. 2015;1(2):189-202.

Pamella K, Winoto Y, Khadijah UL. “Program penguatan literasi di Dinas Kearsipan dan Perpustakaan Daerah Kabupaten Subang”. Nautical: Jurnal Ilmiah Multidisiplin Indonesia, 2 (1), 30–34 [Internet]. 2023

Iqbal M, Khoirunnisa N, Ramdhani MI. “Rancang Bangun Sistem Informasi Manajemen dan Klasterisasi Pengadaan Buku Perpustakaan Kabupaten Subang (SIPERSU) Menggunakan Algoritma K-Means”. Jurnal Review Pendidikan Dan Pengajaran, 7(3), 8508–8518.

S. Prabowo, "Fuzzy Tsukamoto dan Mamdani untuk Penentuan Bonus Gaji Pegawai PT. Indonesia IT," INFOS Journal-Information System Journal, vol. 5, no. 2, pp. 25-31, 2019.

M. M. Yusof, J. Kuljis, A. Papazafeiropoulou, and L. K. Stergioulas, "An evaluation framework for Health Information Systems: human, organization and technology-fit factors (HOT-fit)," International Journal of Medical Informatics, vol. 77, no. 6, pp. 386-398, 2008.

A. Ahmad, "Sistem Informasi Notifikasi Monitoring Status Perangkat BTS dan Client serta Datacenter pada ISP PT. Acehlink Media," Jurnal Ilmu Komputer dan Teknologi Informasi, vol. 9, no. 1, pp. 1-12, 2024.

R. F. Ahmed and H. Qaffas, "Internal Marketing and Its Role in Employees' Performance," International Journal of Business and Management, vol. 15, no. 8, pp. 127-136, 2020.

A. Parasuraman, V. A. Zeithaml, and L. L. Berry, "SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality," Journal of Retailing, vol. 64, no. 1, pp. 12-40, 1988.

M. Anggraini, "Analisis Kepuasan Pengguna Terhadap Penerapan OPAC Menggunakan Technology Acceptance Model dan End User Computing Satisfaction (Studi Kasus: Perpustakaan Soeman Hs)," Jurnal Sistem Informasi, vol. 5, no. 3, pp. 248-253, 2021.

D. Novita and F. Helena, "Analisis Kepuasan Pengguna Aplikasi Traveloka Menggunakan Metode Technology Acceptance Model (TAM) dan End-User Computing Satisfaction (EUCS)," Jurnal Teknologi Sistem Informasi, vol. 2, no. 1, pp. 22-37, 2021.

N. Afiah, L. Syahadiyanti, and C. A. Swastyastu, "Pengukuran Tingkat Kepuasan Kinerja Sistem Informasi Perpustakaan pada Aplikasi OPAC Menggunakan Metode TAM dan EUCS," ZONAsi: Jurnal Sistem Informasi, vol. 6, no. 1, pp. 144-158, 2024.

Y. G. Sofyan, "Rancang Bangun Sistem Informasi Perpustakaan Online Berbasis Web pada Perpustakaan Daerah," Jurnal Ilmiah Sistem Informasi dan Teknik Informatika "JISTI", vol. 9, no. 2, pp. 78-89, 2020.

A. A. Nugroho and N. A. Isnainy, "Penggunaan Aplikasi OPAC untuk Meningkatkan Kualitas Manajemen Pelayanan Perpustakaan," JoIEM (Journal of Islamic Education Management), vol. 1, no. 1, pp. 33-53, 2022.

E. W. Suprihatin, "Desain Sistem Informasi Perpustakaan Desa dalam Rangka Mendukung Program Transformasi Perpustakaan Berbasis Inklusi Sosial," Media Pustakawan, vol. 28, no. 4, pp. 1022-1034, 2021.

P. Suharso, I. P. Arifiyana, and M. D. Wasdiana, "Layanan Perpustakaan Perguruan Tinggi dalam Menghadapi Pandemi Covid-19," Anuva: Jurnal Kajian Budaya, Perpustakaan, dan Informasi, vol. 4, no. 2, pp. 271-286, 2020.

E. Fatmawati, "Peran Perpustakaan Perguruan Tinggi dalam Akreditasi Jurusan/Program Studi," Jurnal Perpustakaan, vol. 2, no. 1, pp. 54-63, 2009.

S. S. Kusumawardani, N. Hidayanto, P. Wenny Anugrah, and Jaya, "Evaluating e-Government System Implementation in Public Health Center Using HOT-Fit Model," Journal of Physics: Conference Series, vol. 1569, no. 2, pp. 022100, 2020.

W. H. DeLone and E. R. McLean, "The DeLone and McLean Model of Information Systems Success: A Ten-Year Update," Journal of Management Information Systems, vol. 19, no. 4, pp. 9-30, 2003.

B. H. Wixom and P. A. Todd, "A Theoretical Integration of User Satisfaction and Technology Acceptance," Information Systems Research, vol. 16, no. 1, pp. 85-102, 2005.

S. Petter, W. DeLone, and E. McLean, "Measuring information systems success: models, dimensions, measures, and interrelationships," European Journal of Information Systems, vol. 17, no. 3, pp. 236-263, 2008.

A. Bhattacherjee, "Understanding Information Systems Continuance: An Expectation-Confirmation Model," MIS Quarterly, vol. 25, no. 3, pp. 351-370, 2001.

V. Venkatesh, M. G. Morris, G. B. Davis, and F. D. Davis, "User Acceptance of Information Technology: Toward a Unified View," MIS Quarterly, vol. 27, no. 3, pp. 425-478, 2003.

I. Ajzen, "The Theory of Planned Behavior," Organizational Behavior and Human Decision Processes, vol. 50, no. 2, pp. 179-211, 1991.

R. M. Walker, "Internal and External Antecedents of Process Innovation: A Review and Extension," Public Management Review, vol. 16, no. 1, pp. 21-44, 2014.

J. P. Kotter, "Leading Change: Why Transformation Efforts Fail," Harvard Business Review, vol. 73, no. 2, pp. 59-67, 1995.

L. G. Tornatzky and M. Fleischer, "The Processes of Technological Innovation," Lexington Books, Lexington, MA, 1990.

P. B. Seddon, "A Respecification and Extension of the DeLone and McLean Model of IS Success," Information Systems Research, vol. 8, no. 3, pp. 240-253, 1997.

V. A. Zeithaml, A. Parasuraman, and L. L. Berry, "Delivering Quality Service: Balancing Customer Perceptions and Expectations," Free Press, New York, 1990.

A. Parasuraman, V. A. Zeithaml, and A. Malhotra, "E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality," Journal of Service Research, vol. 7, no. 3, pp. 213-233, 2005.

S. Petter, W. DeLone, and E. R. McLean, "Information Systems Success: The Quest for the Independent Variables," Journal of Management Information Systems, vol. 29, no. 4, pp. 7-62, 2013.

L. L. Berry and A. Parasuraman, "Marketing Services: Competing Through Quality," Free Press, New York, 1991.

R. Widiyanti and W. W. Winarno, "Evaluasi Kesuksesan Sistem Informasi Akademik dengan Model HOT Fit," Jurnal Ilmiah MATRIK, vol. 21, no. 1, pp. 73-82, 2019.

Z. Niqotaini, "Analisis Penerimaan Google Classroom Menggunakan Pendekatan Technology Acceptance Model (TAM) dan End-User Computing Satisfaction (EUCS)," Sistemasi, vol. 10, no. 3, pp. 637-651, 2021.

H. Setiawan and D. Novita, "Analisis Kepuasan Pengguna Aplikasi KAI Access sebagai Media Pemesanan Tiket Kereta Api Menggunakan Metode EUCS," Jurnal Teknologi Sistem Informasi, vol. 2, no. 2, pp. 162-175, 2021.

A. Lattu, Sihabuddin, and W. Jatmika, "Analisis Kepuasan Pengguna Terhadap Penggunaan E-Learning dengan Metode TAM dan EUCS," Jurnal Riset Sistem Informasi dan Teknologi Informasi, vol. 4, no. 1, pp. 39-50, 2022.

K. N. M. Masitah and Ilhamsyah, "Evaluasi Kepuasan Pengguna SIAKAD Universitas Tanjungpura Menggunakan Integrasi Technology Acceptance Model (TAM) dan End-User Computing Satisfaction (EUCS)," Coding: Jurnal Komputer dan Aplikasi, vol. 8, no. 2, pp. 134-145, 2020.

D. Pibriana and L. Fitriyani, "Penggunaan Metode EUCS untuk Menganalisis Kepuasan Pengguna E-learning di MTs N 2 Kota Palembang," Jurnal Teknologi Sistem Informasi, vol. 3, no. 1, pp. 81-95, 2022.

B. Suzanto and I. Sidharta, "Pengukuran End-User Computing Satisfaction atas Penggunaan Sistem Informasi Akademik," Jurnal Ekonomi, Bisnis & Entrepreneurship, vol. 9, no. 1, pp. 16-28, 2015.

U. Sekaran and R. Bougie, "Research Methods for Business: A Skill Building Approach," 7th Edition, John Wiley & Sons, United Kingdom, 2016.

J. F. Hair, G. T. M. Hult, C. M. Ringle, and M. Sarstedt, "A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM)," 2nd Edition, SAGE Publications, Thousand Oaks, CA, 2017.

W. W. Chin, "The Partial Least Squares Approach to Structural Equation Modeling," in Modern Methods for Business Research, G. A. Marcoulides, Ed. Lawrence Erlbaum Associates, Mahwah, NJ, pp. 295-336, 1998.

J. Henseler, C. M. Ringle, and M. Sarstedt, "A New Criterion for Assessing Discriminant Validity in Variance-based Structural Equation Modeling," Journal of the Academy of Marketing Science, vol. 43, no. 1, pp. 115-135, 2015.

C. Fornell and D. F. Larcker, "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error," Journal of Marketing Research, vol. 18, no. 1, pp. 39-50, 1981.

D. Gefen, D. Straub, and M. C. Boudreau, "Structural Equation Modeling and Regression: Guidelines for Research Practice," Communications of the Association for Information Systems, vol. 4, no. 7, pp. 1-77, 2000.

J. C. Nunnally and I. H. Bernstein, "Psychometric Theory," 3rd Edition, McGraw-Hill, New York, 1994.

R. P. Bagozzi and Y. Yi, "On the Evaluation of Structural Equation Models," Journal of the Academy of Marketing Science, vol. 16, no. 1, pp. 74-94, 1988.

J. F. Hair, M. Sarstedt, C. M. Ringle, and S. P. Gudergan, "Advanced Issues in Partial Least Squares Structural Equation Modeling," SAGE Publications, Thousand Oaks, CA, 2018.

W. W. Chin and P. R. Newsted, "Structural Equation Modeling Analysis with Small Samples Using Partial Least Squares," in Statistical Strategies for Small Sample Research, R. H. Hoyle, Ed. SAGE Publications, Thousand Oaks, CA, pp. 307-341, 1999.

M. Sarstedt, C. M. Ringle, and J. F. Hair, "Partial Least Squares Structural Equation Modeling," in Handbook of Market Research, C. Homburg, M. Klarmann, and A. Vomberg, Eds. Springer, Cham, pp. 1-40, 2017.