An Explanatory Study of User Satisfaction

In achieving one of Brunei Vision 2035, which is to be among the top 10 in the world for quality of life, Ministry of Health (MOH) Brunei Darussalam has responded by implementing Brunei Healthcare Information and Management System (Bru-HIMS) that is equivalent to international best practices. Bru-HIMS has been implemented for about eight years since it first launched on 11 September 2012 where the outcome to user experience is unknown. Hence, this chapter investigates user satisfaction on Bru-HIMS specifically at RIPAS hospital and studies improvement towards providing quality healthcare in Brunei. DeLone and McLean Information System framework is applied to evaluate Bru-HIMS user satisfaction based on the six variables: information quality, system quality, service quality, intention to use and usage, perceived net benefits, and user satisfaction. Questionnaire survey was conducted to obtain primary data from Bru-HIMS. The findings demonstrate positive relationships between the six variables, which indicates Bru-HIMS has positively influenced Bru-HIMS users.

Assessing individual behavior towards adoption of telemedicine application during COVID-19 pandemic: evidence from emerging market

PurposeThis study attempts to gain insight into what factors influence individual behavior towards the adoption of telemedicine application during coronavirus disease 2019 (COVID-19) pandemic. The research model incorporates two well-known theories namely the extended unified theory of acceptance and use of technology (UTAUT2) and DeLone and McLean information success model to examine individual behavior towards the adoption of telemedicine application.Design/methodology/approachThe research design of this study is based on quantitative research approach. During research survey, 350 valid responses were received from Pakistani citizens and examined to understand citizen's behavior towards the adoption of telemedicine applications. The research model was empirically tested with the latest statistical approach namely variance-based structural equation modeling (VB-SEM).FindingsThe results of the structural equation modeling have revealed that altogether performance expectancy, social influence, effort expectancy, facilitating condition, habit, hedonic motivation, price values, information quality, system quality and service quality explained 77.9% variance in determining user behavior towards adoption of telemedicine application. The predictive relevance of the research model was found substantial in measuring user behavior to adopt telemedicine applications. The research framework is further extended with moderating role of perceived severity between the relationship of user intention and actual usage behavior. Results confirmed that the positive relationship between intention to adopt telemedicine health application and usage behavior will be stronger when perceived severity is higher.Practical implicationsTheoretically, this study integrates extended UTAUT2 and DeLone and McLean information success model and contributes to e-health literature. Practically, this research suggests that by improving user performance expectancy and effort expectancy, managers and healthcare professionals can boost user confidence towards the adoption of telemedicine applications.Originality/valueThis study is unique as it integrates the extended UTAUT2 with DeLone and McLean information success model and perceived severity to investigate user behavior towards adoption of telemedicine application during COVID-19 pandemic. Additionally, the integration of theories contributes to information system literature in the context of the adoption of telemedicine applications.

Evaluating user satisfaction with the e-payment gateway system in Tanzania

Background: The Government of Tanzania through the Ministry of Finance and Planning implemented the Government Electronic Payment Gateway (GePG) system to improve the whole cycle of revenue management. As of June 2020, the system has been implemented in 660 institutions, 28 commercial banks, and 6 mobile money operators. Whilst the initial acceptance of this system is positive, relatively no study has evaluated its effectiveness in meeting the expected benefits. Elsewhere, similar systems showed initial acceptance at the beginning, followed by failures after some years of use. Therefore, it is important to evaluate the effectiveness of GePG system to find out how effectively public money is spent.Objective: The objective of this study was to evaluate the success of GePG system using users’ satisfaction as a success measure.Method: The study adapted the updated Delone and Mclean Information Systems success model whereby perceived usefulness and trust in system were added as new factors. The sequential explanatory design research design integrating quantitative and qualitative data within a single investigation was adopted. A total of 442 users from 271 institutions in 11 regions in Tanzania participated in the study.Results: Trust in system, information quality, and perceived usefulness had a significant positive impact on users’ satisfaction with GePG system, whilst service quality had a significant negative impact. In contrast, system quality did not have an effect.Conclusion: The study shows that trust in system and perceived usefulness are important factors in the updated Delone and Mclean IS success model in evaluating user satisfaction with revenue collection systems. The findings from the open-ended questions and implications of the findings are discussed.

ANALISIS EFEKTIVITAS PENGGUNAAN PORTAL RESMI MERDEKA BELAJAR KAMPUS MERDEKA MENGGUNAKAN MODEL DELONE AND MCLEAN

Merdeka Belajar Kampus Merdeka (MBKM) merupakan program pemerintah yang telah diselenggarakan sebagai kebijakan dalam pembelajaran di Perguruan Tinggi. MBKM merupakan wujud pembelajaran di perguruan tinggi yang otonom dan fleksibel sehingga tercipta kultur belajar yang inovatif, tidak mengekang dan sesuai dengan kebutuhan mahasiswa. Untuk mendukung keberlangsungan nya, tentunya program ini juga didukung dengan sistem terintegrasi yang dirancang khusus untuk mengakomodir kegiatan MBKM. Portal resmi MBKM memuat segala informasi dan proses pelaksanaan kegiatan MBKM bagi mahasiswa, dosen maupun Universitas seluruh Indonesia. Namun sejauh ini belum terdapat data yang menyajikan tentang bagaimana efektivitas portal resmi tersebut dan hal apakah yang dapat dikembangkan berdasarkan persepsi pengguna. Penelitian ini bertujuan untuk menganalisis faktor-faktor yang mempengaruhi minat untuk menggunakan portal resmi kampus merdeka dan efektivitas penggunaan dengan menggunakan model Kesuksesan Sistem Informasi. Penelitian ini dikembangkan dengan metode kuantitatif dengan proses pengembangan variabel dan indikator-indikator dari model yang dikembangkan. Untuk mendapatkan data primer, penulis menyebarkan kuesioner kepada 136 orang responden dan melakukan analisis data menggunakan perangkat lunak SmartPLS. Hasil analisis menunjukkan bahwa sebagian besar variabel terkait dapat mempengaruhi efektivitas penggunaan sistem. Dari keseluruhan hipotesis, delapan hipotesis diterima dan menyatakan pengaruh signifikan pada model yang diteliti, serta hanya terdapat satu hipotesis yang menyatakan tidak berpengaruh signifikan, yakni kualitas layanan terhadap niat untuk menggunakan. Hal ini dapat diartikan bahwa minat pengguna untuk mengadopsi portal resmi kampus merdeka cukup besar dan efektivitas sistem masih dapat dikembangkan lagi. Implikasi dari penelitian ini relevan bagi pihak pengembang agar memperhatikan kembali faktor-faktor yang mempengaruhi minat individu dan mengetahui efektivitas sistem untuk pengembangan sistem ke depannya.

Analysis of the Success of the Personnel Management Information System at the Purwakarta District Attorney with the Delone and Mclean Method

Management information system is an information provider system that is used to support the operating system in the process of returning certain decisions within an institution/organization. The application of technology in government agencies is needed to create an accountable, transparent and trustworthy government. The personnel management information system is a useful application for managing administrative data, based on the Decree of the Attorney General of the Republic of Indonesia Number: KEP-155/J.A/12/1997 concerning the operational organization of the management information system of the Indonesian Attorney General's Office. This study aims to determine the success rate of the personnel management system at the Purwakarta District Attorney's Office using the Delone and McLean information system success model. The variables used in this research are system quality, information quality, service quality and user satisfaction. This research is a type of descriptive analysis research that is used to interpret the data that has been processed quantitatively. Based on the results of the study, there is a successful implementation of the Personnel Management Information System (SIMPEG) using the Delone and Mclean method, the quality of information has a positive and significant impact on user satisfaction of the Personnel Management System (SIMPEG), with a significance value of 0.007 <0.05 and a t value of 2,838 > t table 2,021.

Meta-analysis of the DeLone and McLean models in e-learning success: the moderating role of user type

PurposeReviewing the existing literature in the field of e-learning success reveals a considerable number of studies that primarily investigate the causal relationships proposed by the DeLone and McLean (D&M) information system (IS) success model. However, the various relationships in the D&M model have found different levels of support or even contradictory results within the empirical literature. To synthesize the existing knowledge in the field of e-learning success, the authors have conducted a meta-analysis of e-learning success studies using D&M to combine the quantitative results and validate the model in this field. Furthermore, a moderator analysis involving user types was performed to examine the situation under which they may have different effects.Design/methodology/approachFor this purpose, through a systematic review of the studies, 44 independent studies were selected from 29 qualified related journals. In order to analyze the quantitative results of the studies, the meta-analysis of the effect sizes of the casual relationships in the D&M model has been used.FindingsThe findings indicated that all relationships of the model were supported. It was also revealed that the extent of effect sizes of the examined relationships depends on the type of user. Except for one relationship (user satisfaction and net benefit), all effect sizes of employees were more than those of students and teachers.Research limitations/implicationsThis meta-analysis reviewed the relationships found in the literature on D&M constructs in e-learning contexts. This study better explains the e-learning success factors by consolidating contradictory findings in the past researches and contributes to the existing e-learning success literature. The findings can assist educational institutions and organizations in decision-making because the findings resulting from the meta-analysis are more consistent than previous primary researches.Originality/valueDespite the widespread use of the D&M model in the field of e-learning success, no study has yet consolidated the quantitative findings of these studies and the current field abounds in some controversies and inconsistent findings. This paper integrates the results of empirical studies that examined the relationships within the D&M model. The main contribution of this paper, which is the first of its kind, is to apply meta-analysis to reconcile the conflicting findings, investigate the strengths of the relationships in the D&M model and provide a consolidated view.