Analisis Pengaruh Kualitas Sistem Terhadap Kepuasan Pengguna Dan Kinerja Operasional Dengan Metode Phinisi
DOI:
https://doi.org/10.33556/jstm.v27i1.581Keywords:
System quality, Information quality, Service quality, User Satisfaction, Operational performanceAbstract
The digitalization of port services through the PHINISI application represented a strategic step in improving operational efficiency and the quality of maritime services. The success of implementing this digital system was influenced by System quality, Information quality, Service quality, and the level of User Satisfaction. This study aimed to analyze the effects of System quality, Information quality, and Service quality on User Satisfaction; examine the effect of User Satisfaction on Operational performance; and assess the role of User Satisfaction as a mediating variable within the PHINISI application. The research employed an explanatory quantitative approach through a closed- ended questionnaire survey administered to 40 employees and internal users of the PHINISI application at the Bunati and Satui Port Units using purposive sampling. Data analysis was conducted using Structural Equation Modeling– Partial Least Square (SEM-PLS) with SmartPLS. The results showed that all three quality variables had positive effects on User Satisfaction, with Information quality emerging as the most dominant factor (β = 0.603), followed by Service quality (β = 0.311), while System quality contributed the smallest effect (β = 0.110). User Satisfaction also had a significant effect on Operational performance (β = 0.486), reflected in increased staff productivity, service efficiency, faster administrative processes, reduced vessel waiting times, and fewer operational errors.
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