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All Journal INOVTEK Polbeng - Seri Informatika
I Ketut Parnata
Politeknik Negri Bali
Computer Science & IT

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POS System Success Evaluation at a Civil Servant Cooperative: DeLone-McLean Evidence and Perceived Paperless Environmental Benefits Wayan Hesadijaya Utthavi; Ni Luh Ayu Kartika Yuniastari Sarja; Kadek Nita Sumiari; I Ketut Parnata
INOVTEK Polbeng - Seri Informatika Vol. 11 No. 3 (2026): August
Publisher : P3M Politeknik Negeri Bengkalis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35314/79fvv418

Abstract

Information system success models define net benefits mainly in economic and operational terms, leaving the environmental implications of digitalization insufficiently addressed. This study evaluated a centralized Point of Sale (POS) system at the Civil Servants’ Cooperative of Politeknik Negeri Bali using the DeLone and McLean model and examined whether perceived paperless environmental benefit could qualify as an additional net-benefit dimension. A mixed-methods evaluative design involved customers (N = 78), tenants (N = 12), and managers (N = 7). Analyses included validity and reliability testing, correlation analysis, robust path analysis, mediation testing, and the Wilcoxon signed-rank test. Of eighteen stakeholder-specific scales, reliability was adequate for customer scales (α = 0.888–0.961) but unstable for tenant and manager scales, with confidence intervals extending to [0.271, 0.952]. Queue management and comfort were significantly associated with customer satisfaction (β = 0.683, p < 0.001; R² = 0.715), while satisfaction was associated with PPEB (β = 0.773, p < 0.001). Mediation evidence was inconclusive: the indirect path was significant under classical standard errors (Sobel z = 2.31) but not under heteroscedasticity-consistent errors (z = 1.59, p = 0.111), while the direct association remained strong. Sales declined after implementation, but differing measurement bases prevented causal interpretation.
Co-Authors Kadek Nita Sumiari Ni Luh Ayu Kartika Yuniastari Sarja Wayan Hesadijaya Utthavi