Analysis of User Satisfaction with the Academic and Student Affairs Information System Using the End-User Computing Satisfaction (EUCS) Model
Downloads
Digital transformation in higher education has driven the adoption of academic information systems. The Jembrana Polytechnic of Marine and Fisheries implemented the Academic and Student Affairs Information System (SIKADEK). Objective technical indicators revealed areas for improvement, including a relatively slow loading time based on GTmetrix testing, broken link, and helpdesk tickets; however, user satisfaction was notably high, indicating an objective-subjective quality gap. This study analyzed the influence of the five End-User Computing Satisfaction (EUCS) dimensions on user satisfaction with SIKADEK, and examined the moderating role of user category. The study was grounded in an integrated theoretical framework: the DeLone & McLean IS Success Model as the grand theory, EUCS as the measurement instrument, Expectation-Confirmation Theory as the explanatory framework, and Task-Technology Fit as the justification for moderation. A quantitative approach was applied using a Likert-scale questionnaire with 167 respondents, analyzed through multiple linear regression and Moderated Regression Analysis. The results show that all EUCS dimensions had a positive and significant influence on user satisfaction, with timeliness (B = 0.276) and ease of use (B = 0.262) as the most dominant factors, and R² = 0.815. User category significantly moderated all relationships, with influence patterns differing across groups according to their task profiles. The gap between objective technical quality and subjective satisfaction is explained through the expectation-confirmation mechanism. These findings highlight the need for a differentiated system development approach.
Aggelidis, V. P., & Chatzoglou, P. D. (2012). Hospital information systems: Measuring end user computing satisfaction (EUCS). Journal of Biomedical Informatics, 45(3), 566–579. https://doi.org/10.1016/j.jbi.2012.02.009
Ahsyar, T. K., & Afani, D. (2019). Evaluasi usability website berita online menggunakan metode heuristic evaluation. Jurnal Ilmiah Rekayasa dan Manajemen Sistem Informasi, 5(1), 34. https://doi.org/10.24014/rmsi.v5i1.7373
Ariska, A. S., & Rudi Sanjaya, M. (2024). Analisis tingkat kepuasan pengguna aplikasi Sistem Informasi Akademik (SIAKAD) berbasis website menggunakan metode end-user computing satisfaction (EUCS). Indonesian Journal of Computer Science, 12(6). https://doi.org/10.33022/ijcs.v12i6.3583
Beno, J., Santoso, A. D., & Harianto, B. B. (2023). Analysis of cadet parent satisfaction in educational services at Politeknik Pelayaran Surabaya. Technium Social Sciences Journal, 51, 123.
Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351–370. https://doi.org/10.2307/3250921
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748
Doll, W. J., & Torkzadeh, G. (1988). The measurement of end-user computing satisfaction. MIS Quarterly, 12(2), 259–274. https://doi.org/10.2307/248851
Fernández, A., Gómez, B., Binjaku, K., & Meçe, E. K. (2023). Digital transformation initiatives in higher education institutions: A multivocal literature review. Education and Information Technologies, 28(10), 12351–12382.
Goodhue, D. L., & Thompson, R. L. (1995). Task-technology fit and individual performance. MIS Quarterly, 19(2), 213–236. https://doi.org/10.2307/249689
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2013). Multivariate data analysis (7th ed.). Pearson Education Limited.
Indrajit, R. E. (2011). Peranan teknologi informasi dan internet. Andi Offset.
Kaputa, V., Loučanová, E., & Tejerina-Gaite, F. A. (2022). Digital transformation in higher education institutions as a driver of social oriented innovations. In Social innovation in higher education: Landscape, practices, and opportunities (pp. 61–85). Springer.
Khairani, R., Ahsyar, T. K., & Saputra, E. (2022). Analisis tingkat kepuasan pengguna sistem pembelajaran daring menggunakan metode end user computing satisfaction. Building of Informatics, Technology and Science (BITS), 4(2). https://doi.org/10.47065/bits.v4i2.1865
Mabotha, P. A. P., & Ngcamu, B. S. (2025). Digital transformation in the higher education sector: A systematic literature review. Administrative Sciences, 16(1), 1.
Mohamed Hashim, M. A., Tlemsani, I., & Duncan Matthews, R. (2022). A sustainable university: Digital transformation and beyond. Education and Information Technologies, 27(7), 8961–8996.
Nugraha, I. M. A., & Desnanjaya, I. G. M. N. (2025). Implementation of information and communication technology utilization in the learning process of cadets in the laboratory. JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika), 10(4), 3200–3210.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.2307/3150499
Pratama, F. W., Wulandari, A. I., Syam, M. A., Wahidah, J., Agusty, C. L., & Syahab, H. (2025). Strategic human capital development for maritime infrastructure through enhanced CAD competency in vocational education. Indonesian Journal of Maritime Technology, 3(2).
Rulinawaty et al. (2024). Investigating the influence of the updated DeLone and McLean information system (IS) success model on the effectiveness of learning management system (LMS) implementation. Cogent Education, 11(1). https://doi.org/10.1080/2331186X.2024.2365611
Shard, Kumar, D., & Koul, S. (2024). Digital transformation in higher education: A comprehensive review of e-learning adoption. Human Systems Management, 43(4), 433–454.
Suranti, N. M. Y. (2020). Variations of models and learning platforms for prospective teachers during the COVID-19 pandemic period. Indonesian Journal of Teacher Education. https://corona.ntbprov.go.id/
Copyright (c) 2026 I Putu Wahyu Giri Kusuma, Erma Suryani
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
