Antecedentservice Quality Towards User Satisfaction Through Sehati 2.0 Application System Information Technology Special Terminals And Tuks

Agustina Manurung, Ram
Thamrin, HM
Siahaan, Denny
Rahmanita, Myrza

Dinasti International Journal of Education Management and Social Science
Vol. 6 No. 1 (2024): Dinasti International Journal of Education Management and Social Science (Octob

This study was motivated by various issues faced by the managers of special terminals and TUKS regarding the low user satisfaction with the Sehati 2.0 application. Several problems identified include system unreliability, slow response, as well as a lack of security and user trust in the application. Additionally, a lack of understanding of the users' needs has also been a factor hindering the optimal use of this application. Therefore, this study aims to analyze the impact of service quality on user satisfaction through information technology in the Sehati 2.0 application used in special terminals and TUKS. The research was conducted using a quantitative approach with a sample of 311 managers of special terminals and TUKS. Five constructs were examined: Reliability, Responsiveness, Credibility, Security, and Understanding the Community, and their effects on Information Technology and User Satisfaction. The study employed 11 hypotheses to test the relationships among these variables. The research instrument was a questionnaire with a Likert scale of 1-5, distributed between June 2023 and November 202. Data was processed using SEM AMOS version 23. The model testing results show that reliability, responsiveness, credibility, security, and understanding the community each have a significant impact on user satisfaction with the Sehati 2.0 application. Additionally, these five variables also have a significant influence on information technology within the Sehati 2.0 system, which ultimately has a significant impact on user satisfaction. Regression analysis indicates that the dominant variable most affecting information technology is Reliability, contributing the most to the model. Furthermore, information technology serves as a strong mediating variable in the relationship between service quality and user satisfaction. The determination value (R²) of this model is 78%, indicating that 78% of the variation in user satisfaction can be explained by the independent variables examined in this study.