EVALUATION OF THE IMPLEMENTATION OF SERVICE MANAGEMENT SYSTEMS IN GOVERNMENT AGENCIES USING THE DELONE AND MCLEAN MODEL

Abstract

The implementation of service management systems plays a crucial role in maintaining and enhancing the quality of services for users, including within government institutions. However, challenges such as slow system access and suboptimal features can affect service quality and user satisfaction. This study aims to evaluate the implementation of service management systems in government agencies using the DeLone and McLean model as the evaluation framework. A quantitative approach was employed through a survey method, involving respondents who are system users within the selected government institution. The research instrument was developed based on the six dimensions of the DeLone and McLean model: system quality, information quality, service quality, use, user satisfaction, and net benefits. The collected data were analyzed using Structural Equation Modeling - Partial Least Squares (SEM-PLS) to examine the relationships among variables. The results indicate that service quality and information quality have a significant impact on user satisfaction, while system quality does not significantly affect user satisfaction. Furthermore, user satisfaction and system use positively contribute to the net benefits perceived by the organization. These findings suggest that optimizing the service management system should focus on improving quality and meeting user needs. The contribution of this research is to provide data-driven recommendations for policymakers in optimizing service management systems in government agencies.