Integrasi Model IS Success, ServQual dan TTF dalam Penyederhanaan Katalog Layanan TI di Lembaga Pendidikan Non-Formal
DOI:
https://doi.org/10.26418/jp.v11i1.88700Keywords:
Katalog Layanan TI, IS Success Model, ServQual Model, Task-Technology Fit, Studi KasusAbstract
Penelitian ini berangkat dari permasalahan yang dihadapi lembaga pendidikan non-formal dalam mengelola beragam layanan teknologi informasi (TI). Studi kasus dilakukan pada sebuah lembaga kursus di Jakarta yang mengalami kesulitan akibat kompleksnya katalog layanan TI yang mereka gunakan. Meski telah mengadopsi lebih dari 15 jenis layanan TI, pengorganisasian yang kurang baik membuat pengguna kesulitan memahami dan mengaksesnya. Dengan mengintegrasikan tiga kerangka teoritis (Information Systems Success Model, ServQual Model, dan Task-Technology Fit), penelitian ini mengkaji dampak penyederhanaan katalog terhadap persepsi pengguna dan efisiensi operasional lembaga. Data dikumpulkan melalui wawancara dengan 11 narasumber dan survei terhadap pengguna sebelum dan sesudah penyederhanaan katalog. Hasil penelitian menunjukkan perbaikan signifikan setelah penyederhanaan katalog. Kepuasan pengguna meningkat dari 3,0 menjadi 4,3 pada skala 5 poin. Efisiensi operasional bertambah sekitar 35%, sementara keluhan teknis berkurang 60%. Pengguna juga melaporkan kesesuaian yang lebih baik antara teknologi dan tugas mereka, dengan skor yang naik dari 3,4 menjadi 4,5. Temuan ini memperkaya pemahaman tentang bagaimana kualitas informasi dalam katalog layanan dapat mempengaruhi kepuasan pengguna dan efektivitas sistem TI. Penelitian ini menunjukkan bahwa lembaga pendidikan non-formal dapat mengoptimalkan investasi TI yang ada melalui penyederhanaan katalog, tanpa harus melakukan perubahan besar pada infrastruktur teknologi yang sudah ada.References
L. Thanos, P. Gallos, E. Zoulias, and J. Mantas, “Investigating the Success of ‘Asklepieio Voulas’ Hospital Information System,†in Studies in Health Technology and Informatics, J. Mantas, L. Stoicu-Tivadar, C. Chronaki, A. Hasman, P. Weber, P. Gallos, M. Crişan-Vida, E. Zoulias, and O. S. Chirila, Eds., IOS Press, 2021. doi: 10.3233/SHTI210245.
N. W. S. C. Dewi, “Implementation of the Tri Hita Karana culture in Delone and McLean models to assess the success of using accounting information systems,†Journal of Economics Finance and Management Studies, vol. 04, no. 11, Nov. 2021, doi: 10.47191/jefms/v4-i11-02.
E. A. Anaam, A. A. H. Alyam, Y. A. A. Ali, M. Dauwed, A. Alshahrani, and W. J. A. Al-Nidawi, “Application of the updated DeLone and McLean IS success method to investigate e-CRM effectiveness,†International Journal of ADVANCED AND APPLIED SCIENCES, vol. 10, no. 2, pp. 128–138, Feb. 2023, doi: 10.21833/ijaas.2023.02.016.
M. Miri, M. Omidvari, A. Sadeghi, and H. Haleh, “DEVELOPING ANP TO RANK THE BRANCHES OF AN INSURANCE COMPANY BASED ON SERVQUAL,†Int. J. Anal. Hierarchy Process, vol. 6, no. 1, Oct. 2014, doi: 10.13033/ijahp.v6i1.218.
M. M. Hossain, “Pervasiveness of SERVQUAL and its potential for the standards for functional quality of service,†Int. J. Serv. Stand., vol. 9, no. 1, p. 67, 2014, doi: 10.1504/IJSS.2014.061061.
Z. L. Hamzah, S. P. Lee, and S. Moghavvemi, “Elucidating perceived overall service quality in retail banking,†Int. J. Bank Mark., vol. 35, no. 5, pp. 781–804, Jul. 2017, doi: 10.1108/IJBM-12-2015-0204.
H. A. Khorshidi, S. Nikfalazar, and I. Gunawan, “Statistical process control application on service quality using SERVQUAL and QFD with a case study in trains’ services,†TQM J., vol. 28, no. 2, pp. 195–215, Mar. 2016, doi: 10.1108/TQM-02-2014-0026.
I. Y. Alyoussef, “Acceptance of e-learning in higher education: The role of task-technology fit with the information systems success model,†Heliyon, vol. 9, no. 3, p. e13751, Mar. 2023, doi: 10.1016/j.heliyon.2023.e13751.
E. Putro and J. Averil, “Measuring the Benefits of the Skill Academy’s Online Training Platform,†J. Inf. Syst. Inform., vol. 5, no. 4, pp. 1644–1657, Dec. 2023, doi: 10.51519/journalisi.v5i4.614.
S. Ratna, E. S. Astuti, H. N. Utami, K. Rahardjo, and Z. Arifin, “Characteristics of tasks and technology as a driver of task-technology fit and the use of the hotel reservation information system,†VINE J. Inf. Knowl. Manag. Syst., vol. 48, no. 4, pp. 579–595, Nov. 2018, doi: 10.1108/VJIKMS-05-2018-0035.
I. Muslimin, S. P. Hadi, and E. Nugroho, “An Evaluation Model Using Perceived User Technology Organization Fit Variable for Evaluating the Success of Information Systems,†Sci. J. Inform., vol. 4, no. 2, pp. 86–94, Nov. 2017, doi: 10.15294/sji.v4i2.12012.
O. Isaac, Z. Abdullah, T. Ramayah, and A. M. Mutahar, “Internet usage, user satisfaction, task-technology fit, and performance impact among public sector employees in Yemen,†Int. J. Inf. Learn. Technol., vol. 34, no. 3, pp. 210–241, May 2017, doi: 10.1108/IJILT-11-2016-0051.
M. Yang and Z. Shi, “Research on cooperation network and theme evolution of education Digital transformation based on CiteSpace,†Procedia Comput. Sci., vol. 242, pp. 729–736, 2024, doi: 10.1016/j.procs.2024.08.154.
N. Khatir and H. Madani, “The impact of digital transformation on achieving outstanding performance in educational administration,†Int. J. Educ. Manag., vol. 38, no. 7, pp. 1821–1838, Dec. 2024, doi: 10.1108/IJEM-06-2023-0289.
Y. Wang, D. Hong, and J. Huang, “A Diffusion of Innovation Perspective for Digital Transformation on Education,†Procedia Comput. Sci., vol. 225, pp. 2439–2448, 2023, doi: 10.1016/j.procs.2023.10.235.
E. Mukul and G. Büyüközkan, “Digital transformation in education: A systematic review of education 4.0,†Technol. Forecast. Soc. Change, vol. 194, p. 122664, Sep. 2023, doi: 10.1016/j.techfore.2023.122664.
M. A. A. Budi, M. G. L. Putra, and L. H. Atrinawati, “Improving Helpdesk Capability in Perum Peruri Through Service Catalog Management Based on ITIL V3,†Int. J. Cyber IT Serv. Manag., vol. 2, no. 2, pp. 117–126, Aug. 2022, doi: 10.34306/ijcitsm.v2i2.106.
C. Mera MacÃas and I. Aguilar Alonso, “Proposal for the Identification of Information Technology Services in Public Organizations,†Symmetry, vol. 11, no. 10, p. 1269, Oct. 2019, doi: 10.3390/sym11101269.
M. Arcilla, J. A. Calvo-Manzano, and T. San Feliu, “Building an IT service catalog in a small company as the main input for the IT financial management,†Comput. Stand. Interfaces, vol. 36, no. 1, pp. 42–53, Nov. 2013, doi: 10.1016/j.csi.2013.07.003.
A. Vahteristo and V. Jylhä, “Effects of User Participation in the Development of Health Information Systems on Their Evaluation Within Occupational Health Services,†in Studies in Health Technology and Informatics, A. Värri, J. Delgado, P. Gallos, M. Hägglund, K. Häyrinen, U.-M. Kinnunen, L. B. Pape-Haugaard, L.-M. Peltonen, K. Saranto, and P. Scott, Eds., IOS Press, 2020. doi: 10.3233/SHTI200724.
P. D. Nusantara, N. A. Gayatri, and M. Suhartana, “Combining Two Models of Successful Information System Measurement,†TELKOMNIKA Telecommun. Comput. Electron. Control, vol. 16, no. 4, p. 1793, Aug. 2018, doi: 10.12928/telkomnika.v16i4.7737.
K. Karitis, P. Gallos, I. S. Triantafyllou, and V. Plagianakos, “Chios Hospital Information System Assessment,†in Studies in Health Technology and Informatics, J. Delgado, A. Benis, P. De Toledo, P. Gallos, M. Giacomini, A. MartÃnez-GarcÃa, and D. Salvi, Eds., IOS Press, 2021. doi: 10.3233/SHTI210837.
S. C. Viontita and M. Er, “Evaluation of Surabaya population administration & civil registration systems using DeLone & McLean information system success model,†Procedia Comput. Sci., vol. 234, pp. 1154–1163, 2024, doi: 10.1016/j.procs.2024.03.111.
A. Lutfi, “Factors affecting the success of accounting information system from the lens of DeLone and McLean IS model,†Int. J. Inf. Manag. Data Insights, vol. 3, no. 2, p. 100202, Nov. 2023, doi: 10.1016/j.jjimei.2023.100202.
A. Jeyaraj, “DeLone & McLean models of information system success: Critical meta-review and research directions,†Int. J. Inf. Manag., vol. 54, p. 102139, Oct. 2020, doi: 10.1016/j.ijinfomgt.2020.102139.
R. Cant, S. Gazula, and C. Ryan, “Predictors of nursing student satisfaction as a key quality indicator of tertiary students’ education experience: An integrative review,†Nurse Educ. Today, vol. 126, p. 105806, Jul. 2023, doi: 10.1016/j.nedt.2023.105806.
X. Sun, C. Zheng, S. Wandelt, and A. Zhang, “Airline competition: A comprehensive review of recent research,†J. Air Transp. Res. Soc., vol. 2, p. 100013, Jun. 2024, doi: 10.1016/j.jatrs.2024.100013.
J. A. Akuu and M. A. Amagnya, “Community-based management of acute malnutrition: Implementation quality, and staff and user satisfaction with services,†J. Taibah Univ. Med. Sci., vol. 18, no. 5, pp. 988–996, Oct. 2023, doi: 10.1016/j.jtumed.2023.02.002.
G. Muchenje and M. Seppänen, “Unpacking task-technology fit to explore the business value of big data analytics,†Int. J. Inf. Manag., vol. 69, p. 102619, Apr. 2023, doi: 10.1016/j.ijinfomgt.2022.102619.
