Factors Influencing User Satisfaction with the Academic Information System (SIAKAD) Using the DeLone & McLean Model
DOI:
https://doi.org/10.63822/s45r4151Keywords:
SIAKAD, DeLone and McLean, System Quality, Service Quality, Information Quality, User SatisfactionAbstract
This study examines the influence of System Quality, Service Quality, and Information Quality on the usage and user satisfaction regarding the Academic Information System (SIAKAD) at U iversitas Negeri Jakarta (UNJ), utilizing the DeLone and McLean Information Systems Success Model (2003) as a conceptual framework. Although SIAKAD supports critical academic activities, it has encountered operational issues, including system disruptions and access-related complaints during course registration periods. This quantitative study employed a survey method involving 185 students from the Digital Business program (cohorts 2022–2024). Data were analyzed using Partial Least Squares Structural Equation Modeling (SEM-PLS) with SmartPLS software. The results indicate that all seven proposed hypotheses were supported: system quality, service quality, and information quality each exert a positive and significant influence on usage and user satisfaction, while usage has a positive and significant influence on user satisfaction. Information Quality emerged as the strongest predictor of Usage, whereas Usage was the strongest predictor of User Satisfaction. These findings confirm the relevance of the DeLone and McLean model in the context of an academic information system with mandatory usage, and provide empirical insights for improving the quality of SIAKAD services at Universitas Negeri Jakarta.
References
Abdulkareem, A. K., & Mohd Ramli, R. (2022). Does trust in e-government influence the performance of e-government? An integration of information system success model and public value theory. Transforming Government: People, Process and Policy, 16(1), 1–17. https://doi.org/10.1108/TG-01-2021-0001
Aji, K. P., Purnomo, A. S., Nurkumalawati, I., Wiraputra, A. R., Bawono, S. K., & Wilonotomo, S. (2024). Investigating the role of e-service quality and information quality on e-government user satisfaction in the immigration department. International Journal of Data and Network Science, 8(4), 2499–2508. https://doi.org/10.5267/j.ijdns.2024.5.008
Al-Adwan, A. S., Nofal, M., Akram, H., Albelbisi, N. A., & Al-Okaily, M. (2022). Towards A Sustainable Adoption of E-Learning Systems: The Role of Self-Directed Learning. Journal of Information Technology Education: Research, 21, 245–267. https://doi.org/10.28945/4980
Alduaij, M. Y., Alterkait, M. A., & Alainati, S. (2024). Using the Delone and McLean Success Model to Evaluate Moodle’s Information System Success. Engineering, Technology and Applied Science Research, 14(4), 15008–15015. https://doi.org/10.48084/etasr.7300
Al-Hattami, H. M. (2024). The influence of accounting information system on management control effectiveness: The perspective of SMEs in Yemen. Information Development, 40(1), 75–93. https://doi.org/10.1177/02666669221087184
Al-Okaily, A., Al-Okaily, M., Ai Ping, T., Al-Mawali, H., & Zaidan, H. (2021). An empirical investigation of enterprise system user satisfaction antecedents in Jordanian commercial banks. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1918847
Al-Okaily, M., Al-Kofahi, M., Shiyyab, F. S., & Al-Okaily, A. (2025). Determinants of user satisfaction with financial information systems in the digital transformation era: insights from emerging markets. Global Knowledge, Memory and Communication, 74(3–4), 1171–1190. https://doi.org/10.1108/GKMC-12-2022-0285
Al-Okaily, M., & Al-Okaily, A. (2022). An empirical assessment of enterprise information systems success in a developing country: the Jordanian experience. TQM Journal, 34(6), 1958–1975. https://doi.org/10.1108/TQM-09-2021-0267
Al-Rahmi, A. M., Shamsuddin, A., Alturki, U., Aldraiweesh, A., Yusof, F. M., Al-Rahmi, W. M., & Aljeraiwi, A. A. (2021). The influence of information system success and technology acceptance model on social media factors in education. Sustainability (Switzerland), 13(14). https://doi.org/10.3390/su13147770
Çelik, K., & Ayaz, A. (2022). Validation of the Delone and McLean information systems success model: a study on student information system. Education and Information Technologies, 27(4), 4709–4727. https://doi.org/10.1007/s10639-021-10798-4
DeLone, W. H., & McLean, E. R. (1992). Information Systems Success: The Quest for the Dependent Variable. Information Systems Research, 3(1), 60–95. https://doi.org/10.1287/isre.3.1.60
Delone, W. H., & Mclean, E. R. (2003). The DeLone and McLean Model of Information Systems Success: A Ten-Year Update. In Communications of the ACM. DATABASE. Han>aril Business Review (Vol. 19).
Geebren, A., Jabbar, A., & Luo, M. (2021). Examining the role of consumer satisfaction within mobile eco-systems: Evidence from mobile banking services. Computers in Human Behavior, 114, 106584. https://doi.org/10.1016/j.chb.2020.106584
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) Third Edition (3rd ed.).
Mamakou, X. J., Zaharias, P., & Milesi, M. (2024). Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience. International Journal of Quality and Reliability Management, 41(3), 915–943. https://doi.org/10.1108/IJQRM-07-2021-0215
Mater, W., Aldwairi, M., Matar, N., & Al-Rahmi, W. M. (2024). Developing a success model of a social student relationship management system. Heliyon, 10(4). https://doi.org/10.1016/j.heliyon.2024.e25941
Naveed, Q. N., Alam, M. M., Qahmash, A. I., & Quadri, K. M. (2021). Exploring the determinants of service quality of cloud elearning system for active system usage. Applied Sciences (Switzerland), 11(9). https://doi.org/10.3390/app11094176
Noudoostbeni, A., Kaur, K., & Jenatabadi, H. S. (2018). A comparison of structural equation modeling approaches with DeLone & McLean’s model: A case study of radio-frequency identification user satisfaction in Malaysian university libraries. Sustainability (Switzerland), 10(7). https://doi.org/10.3390/su10072532
Parasuraman, A. P., Zeithaml, V., & Berry, L. (1988). SERVQUAL A Multiple-item Scale for Measuring Consumer Perceptions of Service quality. Journal of Retailing, 64, 12–40.
Sahir, S. H. (2021). Metodologi Penelitian (T. Koryati, Ed.; 1st ed.). Penerbit KBM Indonesia. https://repositori.uma.ac.id/jspui/bitstream/123456789/16455/1/E-Book%20Metodologi%20Penelitian%20Syafrida.pdf
Salam, M., & Farooq, M. S. (2020). Does sociability quality of web-based collaborative learning information system influence students’ satisfaction and system usage? International Journal of Educational Technology in Higher Education, 17(1). https://doi.org/10.1186/s41239-020-00189-z
Saputra, D. E. E., Rahma, V. M., Eliyana, A., Pratama, A. S., Anggraini, R. D., Kamil, N. L. M., & Ismail, I. (2023). Do system quality and information quality affect job performance? The mediation role of users’ perceptions. PLoS ONE, 18(6 JUNE). https://doi.org/10.1371/journal.pone.0285293
Sayaf, A. M. (2023). Adoption of E-learning systems: An integration of ISSM and constructivism theories in higher education. Heliyon, 9(2). https://doi.org/10.1016/j.heliyon.2023.e13014
Shahzad, A., Hassan, R., Aremu, A. Y., Hussain, A., & Lodhi, R. N. (2021). Effects of COVID-19 in E-learning on higher education institution students: the group comparison between male and female. Quality and Quantity, 55(3), 805–826. https://doi.org/10.1007/s11135-020-01028-z
Uzir, M. U. H., Al Halbusi, H., Lim, R., Jerin, I., Abdul Hamid, A. B., Ramayah, T., & Haque, A. (2021). Applied Artificial Intelligence and user satisfaction: Smartwatch usage for healthcare in Bangladesh during COVID-19. Technology in Society, 67, 101780. https://doi.org/10.1016/J.TECHSOC.2021.101780
Varastika, D., Wijaya, M. E., Aurelie, M. S. C., Handayani, P. W., & Fitriani, H. (2025). Mobile passport success in indonesia based on the DeLone–McLean information systems success model. Telematics and Informatics Reports, 20. https://doi.org/10.1016/j.teler.2025.100251
Yakubu, M. N., & Dasuki, S. I. (2018). Assessing eLearning systems success In Nigeria: An application of the Delone And Mclean information systems success model. Journal of Information Technology Education: Research, 17, 183–203. https://doi.org/10.28945/4077
Yoon, S. J., & Kim, M. Y. (2023). A Study on the Improvement Direction of Artificial Intelligence Speakers Applying DeLone and McLean’s Information System Success Model. In Human Behavior and Emerging Technologies (Vol. 2023). Wiley-Hindawi. https://doi.org/10.1155/2023/2683458
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Rahma Fitriana, Adnan Kasofi, Ringga Sentagi Asa (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
