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The role of perceived usefulness in moderating the relationship between the

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The role of perceived usefulness in moderating the relationship between the DeLone and McLean
model and user satisfaction

Muhartini Salima*, Lizar Alfansia, Sularsih Anggarawatia, Fachri Eka Saputraa and Chairil
Afandya

a
Department of Management, Faculty of Economics and Business, University of Bengkulu, Indonesia
CHRONICLE ABSTRACT

Article history: The aim of this paper is to examine one of the most crucial factors in the “Technology
Received November 8, 2020 Acceptance Model” proposed by Davis (perceived usefulness) in moderating the “DeLone and
Received in revised format McLean” success model in the context of educational portal in Higher Education. Questionnaires
January, 28, 2021
were distributed online to 200 respondents and deserved to be analyzed. The respondents were
Accepted March 28 2021
Available online regular students at the University of Bengkulu. Data analysis used Smart-PLS version 3.2.9. The
May 4 2021 research findings indicated an influence of “system quality, information quality, and service
Keywords: quality partially on user satisfaction” of the educational portal information systems. The result
System quality shows that perceived usefulness can strengthen the relationship between system quality,
Information quality information quality, and service quality to the satisfaction of customer. This research contributes
Service quality to the development of perceived usefulness variable as a moderating variable affecting the quality
User satisfaction of a system, quality of information, and quality of service partially on user satisfaction and
Perceived usefulness finding strategies needed by the University of Bengkulu effective and efficient information
system.
© 2021 by the authors; license Growing Science, Canada.

1. Introduction

The data system is currently developing rapidly, creating institutions' tendency to use it to attain acceptable performance.
Information is easy to obtain because of the advancement of information and communication technology. Technological
developments have contributed positively to the utilization of a data system. The consequences of data technology
encourage organizations to use technology. Technically, a system can be characterized as "a group of interrelated
components that collect or retrieve, process, store, and distribute information to support decision-making and control in a
business" (Laudon & Laudon, 2014). The model proposed during this study aims to research factors that influence the data
system’s success. The Delone & Mclean (1992) model is well-known within the academic literature, very appropriate for
organizing studies on an information system's success. Higher education must hold a good, equitable, and quality education
for the community. Thus, the knowledge system makes a big impact on the implementation of the education sector. The
successful use of data systems in tertiary institutions will provide useful tertiary stakeholders, like students, lecturers,
tertiary institutions, and community organizers. User satisfaction is that the user’s response and feedback after using the
information system (Petter et al., 2008). A user, satisfied with the information system, will affect his performance.
According to Amoli & Farhoomand (1996), "organizational performance and individual performance are judged by
satisfaction when using information systems." Students in higher education, as one of the information system users, need
to increase their satisfaction. If they are satisfied, they have the motivation to improve their performance by completing
quality courses. According to Dessler (2017), an indication of performance inorganizations refers to completing quality
work. User satisfaction in an information system is different from consumer satisfaction in marketing theory. Consumer
satisfaction will affect loyalty. According to Van Vuuren et al.(2011), if consumers are satisfied, it will affect loyalty.
* Corresponding author
E-mail address: muhartinisalim@unib.ac.id (M. Salim)

© 2021 by the authors; licensee Growing Science.

doi: 10.5267/j.uscm.2021.4.002
756
Satisfaction contains a positive and significant impact on the loyalty of customers. Three factors are essential in the
determined Information System (IS) qualities: "the quality of system, the quality of service, and the quality of information"
(Delone & Mclean, 2003). These three factors are considered necessary for influencing user satisfaction. This research used
the updated successful level theory from DeLone and McLean data system model consisting of 6variables: "quality of
system, quality of information, quality of service, user experience, user satisfaction, and net profit" (Delone & Mclean,
2003). Technological Acceptance Model (TAM), developed by Davis, F.D, combined with behavioral theory. According
to Davis (1989), TAM consists of 3 components: "perceived ease of use" (PEU), "perceived usefulness" (PU), and Attitude
toward Using. However, this research only used the perceived usefulness variable as a moderating variable. There are many
studies on a system that used the success model of DeLone & McLean. Chiuet al. (2007); Seddon & Min-Yen Kiew (2020);
Michel & Cocula (2017) stated that Information quality encompasses a positive and significant impact on the satisfaction
of users. The quality of the system has a positive and essential influence on the satisfaction of users(Negash et al., 2003;
Petter et al., 2008). The quality of service has a positive and significant effect on customer satisfaction (Yakubu & Dasuki,
2018; Tajuddin, 2015;Jaafreh, 2017).We use perceived usefulness as a moderating variable to find if it strengthens or
weakens the effect quality of a system, quality of information, and quality of service partially on user satisfaction. Previous
studies have not looked at the role of perceived usefulness as a moderating variable in influencing the result to the best of
our knowledge. Therefore, our work contributes to the literature by studying perceived usefulness. University of Bengkulu,
Indonesia, since 2009, has used an information system, namely the University of Bengkulu Portal System. It consists of 8
portals, one of which is the academic portal of the University of Bengkulu. This academic portal covers all the processes
starting from student admission until graduation, documented by a computer application. All the students must be served
well to their satisfaction to increase student performance. The University of Bengkulu academic portal tries to provide good
service, but students say that this portal has shortcomings and constraints. The interviews with several University of
Bengkulu students indicated some drawbacks such as errors when opening the portal, the notice of class attendance saying
the class is full. Still, it is not, so students have to go to the faculty building or LPTIK UNIB, the internet is often slow, so
students need to use their internet quota, and internet access points are not the same. Based on these interview results, it was
necessary to analyze the success of the University of Bengkulu academic portal. The research aimed to determine whether
system quality, information quality, and service quality partially affect user satisfaction and the perceived usefulness
variable moderating the influence of system quality, information quality, and service quality partially on user satisfaction.
Besides, this research was necessary because its findings will contribute academically to the development of perceived
usefulness variable theory as a moderating variable affecting the quality of system, the quality of information, and the
quality of service partially on user satisfaction. This research's last objective was to seek out strategies needed by the
University of Bengkulu to produce an effective and efficient data system (academic portal).
2. Review of Relevant Literatures and Hypothesis Development

2.1 Information System

The developments of information technology encourage institutions to use technology as processors and information
providers. The current information system (IS) in universities has become necessary to support the educational process,
such as an academic portal. According to O’Brien & Marakas (2011), an information system is “combinations that are
regulated by humans, hardware, software, communication networks, and data to collect, change, and disseminate
information within an organization. In line with Delone & Mclean (1992), the standard of information is produced by the
knowledge system used. The D&M model has also proven useful as a framework for regulating the measurement of
information system success. This model has been widely employed by system researchers to grasp and measure data
system success (Petter et al., 2008).

2.2 Quality System

System quality usually focuses on the characteristics of system performance. DeLone and Mclean (2003) stated that quality
of system is “a characteristic of the system's preferred quality and information quality desired by-product characteristics”.
System quality is used to calculate the quality of the information system itself, both software and hardware. It is the system's
performance, which alludes to how well the capabilities of the equipment, program, arrangements, and methods of the data
framework can give data on client needs (DeLone & Mclean, 1992). System quality is measured subjectively by the users,
so what is used is perceived system quality. Indicators used were the replication from Gable et al. (2008) that consists of
five measurement scales: ease of use, flexibility, reliability, speed of get to (response time), and framework security.

2.3 Information Quality

According to DeLone and Mclean (1992), “the quality of information is the output produced by the information system
used. The performance dimension of the quality of information is a desirable function of the output of the information
system. The quality of information is "the production quality in the type of information supplied by the device used”. The
knowledge is not data-related. Data is information that has been processed in a relevant way to the user and helpful in
making current or future decisions. Research of DeLone and Mclean (1992) states that information quality is “a system that
can affect satisfaction of user”. Indicators of measuring the quality of information used are the replication of Research of
 M. Salim et al. /Uncertain Supply Chain Management 9 (2021) 757
Gable et al. (2008) consisting of 5 (five) measurement scales, namely: availability of information completeness, ease of
understanding, presentation of information, the relevance of needs, and information accuracy.

2.4. Service Quality

According to Kotler and Keller (2015), “Service quality is the totality of characteristics of goods and services that
demonstrate the ability to satisfy the needs of customers both explicitly and implicitly”. Researchers can combine a model
of the service improvement quality with the DeLone and McLean success model. Quality of service is “an instrument of the
marketing literature, and it has become prominent in the literature of the success of an information system” (Petter et al.
2008). The fundamental of service quality in the information systems literature comes from researchers in marketing.
Parasurahman et al. (1988) highlighted five dimensions the quality of service: reliability, responsiveness, assurance,
empathy, and tangible. Reliability is “the ability to perform the promised service is reliable and accurate”. Responsive is
“willingness to help customers and provide fast service”. Assurance is “knowledge and courtesy of employees and their
abilities to inspire confidence and self-confidence”. Empathy is “caring, individual attention provided by the company to
its customers”. Tangible is “physical facilities, equipment, and personal appearance” (Parasurahman et al., 1988). However,
this research's service quality indicators were replicated from April and Pather (2008), namely responsiveness, assurance,
and empathy.

2.5. User Satisfaction

Petter et al. (2013) define satisfaction of users as “the level of user satisfaction with IS”. DeLone and McLean (1992) define
satisfaction of the user as “the recipient's response to using the information system's output”. In information systems studies,
researchers have adopted user satisfaction measures based on repetition rates, which function as overall satisfaction with
information system applications (Delone & Mclean, 1992; Petter et al., 2013). Many researchers tend to use “user
satisfaction” as a measure of results (Bokhari, 2005). In using the system, user satisfaction can improve productivity,
performance, and effectiveness (DeLone & Mclean, 2003). The level of user satisfaction when using an information system
is the success dimension of user satisfaction. However, the indicators used in this research are replicated by Almutairi and
Subramanian (2005), which consists of efficiency, effectiveness, and overall satisfaction.

2.6. Perceived Usefulness (PU)

PU is the perception that people believe that certain subjects' use will improve their work performance (Davis, 1989). It is
also among the variables TAM of Davis's. TAM is “the research model most often used to examine the adoption of
information technology.” Granić & Marangunić (2019) clarify that TAM has been the most common model in the past 18
years and has been commonly used in different studies related to the adoption of information technology. Hsu and Chiu
(2004) agree that perceived utility in their research is a determining factor for user satisfaction. The indicators used in this
analysis, however, were based on Davis (1989), which consists of effective, quality, and ease.

2.7. System Quality Impacts Customer Satisfaction

According to Iivari (2005), the consistency of the framework and user satisfaction in individual analyst units was strongly
supported. System quality is “the quality of an information system's combination of hardware and software”. Previous
studies have shown that satisfaction of users is affected significantly by device efficiency (Ho et al., 2019; Iivari, 2005).
The provisional allegation in this research was based on the theory, and description presented:

H1 : System quality has a significant influence on the satisfaction of users.

2.8. The Quality of Information Affects Customer Satisfaction

The quality of information according to user requirements would increase the degree of user satisfaction. Delone and
Mclean's IS performance model (1992) illustrates that the higher the degree of knowledge quality, the greater the satisfaction
of the customer. In individual research units, studies have found a clear link between the quality of knowledge and user
satisfaction (Almutairi & Subramanian, 2005; Halawi et al., 2007). A beneficial function of information system performance
is the dimension of information quality success. Previous research has shown that the quality of information significantly
affects consumer satisfaction ( Jaafreh, 2017; Fitzgerald & Russo, 2005; Yim & Shin, 2014 ). Based on the theory and
description presented, the provisional allegation in this research was:

H2 : Information quality has a significant influence on the satisfaction of users.

2.9. Service Quality Influences user satisfaction

Parasurahman et al. ( 1988) say that consumer satisfaction is improved by a higher degree of service quality. Halawi et al.
( 2007) found a significant association between service quality and user satisfaction assessed using SERVQUAL. Previous
758
research has shown that user satisfaction is greatly impacted by the standard of service (Kuo et al. , 2018; Angelina et al.,
2019; Santouridis et al., 2009; Lin et al., 2011). Based on the above theory and definition, in this analysis, the tentative
allegation was:

H3 : Service quality has a significant influence on the satisfaction of users.

2.10. Perceived Usefulness as Moderating Variable

One of TAM's variables is perceived usefulness. Perceived usefulness is described, according to Davis ( 1989), “as the
degree to which an individual believes that the use of certain information systems can enhance efficiency”. Based on this
concept, it is understood that perceived usefulness is a belief in the process of decision-making. If anyone thinks that it is
useful for the scheme, he will use it. If anyone feels that the information system is less sound, on the other hand, they will
not use it. Negash et al. (2003) state that “user satisfaction has proven useful in evaluating the effects of IS and internet/web
systems and is also a major factor in the intention to use new technology”.

In this study, the perceived usefulness was used as a moderating variable to see if the effect of system quality, information
quality, and service quality on the satisfaction of users can be strengthened or weakened. The perceived usefulness as a
moderating variable was not explored by previous research. The preliminary allegations in this research were based on the
theory and explanation:

H4: The perceived usefulness moderates the impact of system quality on the satisfaction of users.
H5: The perceived usefulness moderates the impact of information quality on the satisfaction of users.
H6: The perceived usefulness moderates the impact of service quality on the satisfaction of users.
2.11. Thinking Framework

Based on the previous studies, the framework of thinking of this research is displayed in the following Fig 1.

Perceived
Usefulness

H4
H5
H6

System Quality

H1

Information User
Quality H2
Satisfaction

Service Quality H3

Fig. 1. Thinking Framework

Influencing Variable x and Variable y

Moderation

3. Research Method

3.1. Type of Research

Since the information was gathered from respondents using a questionnaire, this research was survey
research. In this analysis, an online survey was used.
 M. Salim et al. /Uncertain Supply Chain Management 9 (2021) 759

3.2 Sampling Technique

In this analysis, the population was 15,307 regular students in the Bachelor Program (S1) of Bengkulu
University. The sampling technique used was the snowball sampling technique. The social media
platform involved was WhatsApp, where many students of the University of Bengkulu use it. The
questionnaires would begin to spread widely based on the related correlation to the research
respondents. The number of samples in this Research was 200 respondents.

3.3 Validity and Reliability Tests

3.3.1 Test of Validity

This study used convergent validity, with reflective measures evaluated based on factors that measure
these constructs (correlation between item scores/component scores and contract scores). Hair et al.
(2010) stated that “the value of loading factors greater than ± 0.30 is considered to meet the minimum
level, the value of loading factors ± 0.40 is considered better and following the rule of thumb used by
the researchers, and loading factors > 0.50 are considered significant”. The basic rule of thumb used
for the validity of convergence is outer loading > 0.70, communal loading > 0.50, and "Average
Variance Extracted" (AVE) > 0.50 (Chin, 1998). The validity test calculations that researchers had
done can be seen in the following Table 1.

Table 1
Summary of validity test result
Item Factor Loading AVE Communality
"System Quality" 0.809 0.945
Ease of use 0.921
Flexibility 0.908
System Reliability 0.893
Speed of Acces 0.911
System Security 0.862
"Information Quality" 0.651 0.871
Availabilty 0.759
Ease of undestanding 0.898
Presentation of Information 0.885
Relevan of need 0.746
Information Accurate 0.813
"Service Quality" 0.704 0.902
Reponsiveness 0.769
Assurance 0.835
Emphaty 0.907
"User Satisfaction" 0.726 0.828
Efficiency 0.889
Effectiveness 0.792
Overal Satisfaction 0.872
"Perceived Usefulness" 0.701 0.794
Effective 0.836
Quality 0.833
Ease 0.842

Based on Table 1, all variables have a communality value of > 0.5 and AVE > 0.5. The result has met
the criteria of convergent validity so that all indicators are valid and can be used to further analysis.

3.3.2. Reliability

In PLS, reliability testing can use two approaches, namely the Cronbach alpha and Composite
reliability. The Cronbach alph" or Composite Reliability rule of thumb must be greater than 0.7, even
though 0.6 is appropriate (Hair et al., 2010). Table 2 can be used as the outcome of the reliability
review.
760

Table 2
Summary table of reliability test result
Item Cronbach Alpha Composite Realibity
System Quality 0,941 0.955
Information Quality 0.888 0.902
Service Quality 0.803 0.876
User Satisfaction 0.811 0.888
Perceived Usefulness 0.788 0.875

Table 2 shows that the Cronbach Alpha and the Composite reliability values are above 0.7 for each
component. So, it can be concluded that the instruments used are reliable.

3.4. Method of Analysis

Analysis of the data used in this research was inferential statistical analysis, namely Structural Equation
Model, referred to as SEM. This SEM was operated through the "Partial Least Square" (PLS) software,
namely version 3.2.9 of Smart-PLS.

4. Data Analysis Results

Data from the test of validity and reliability was then processed to determine the hypothesis testing
results through the Structural Equation Model, which was operated through the "Partial Least Square"
(PLS) software, namely version 3.2.9 of Smart-PLS. The results of the version 3.2.9 of Smart-PLS can
be seen in Fig 2.

5.564; 0.321
2.170;
0.131

3.154; 0.235 2.870;

4.521; 0.188
0.338

3.882; 0.213 2.616; 0.145

Fig. 2. Structural Model Output

Hypothesis 1: System quality has a positive influence on user satisfaction.

Beta coefficient value of 0.321 and t-value of 5,564 were obtained in the results. The t-value of > 1.64
(one-sided hypothesis) indicates that “user satisfaction is positively influenced by system quality”.

Hypothesis 2: Information quality influences user satisfaction.

Beta coefficient value of 0.235 and t-value of 3.154 were obtained in the results. The t-value of > 1.64
(one-sided hypothesis) indicates that “user satisfaction is positively influenced by information quality”.
 M. Salim et al. /Uncertain Supply Chain Management 9 (2021) 761

Hypothesis 3: Service quality influences user satisfaction.

Beta coefficient value of 0.213 and t-value of 3.882 were obtained in the results. The t-value of > 1.64
(one-sided hypothesis) indicates that “user satisfaction is positively influenced by service quality”.

Hypothesis 4: Perceived usefulness in moderating The effects quality of system on the satisfaction of
users.
The results obtained t value of 2.170. The t value of >1.96 (two-sided hypothesis due to moderation)
shows that “the perceived usefulness moderates system quality on user satisfaction”.

Hypothesis 5: Perceived usefulness in moderating the effects of the quality of information on user
satisfaction.
The results obtained t value of 2.870. The t value of >1.96 (two-sided hypothesis due to moderation)
shows that the “PU moderates the effect of the quality of information on user satisfaction”.

Hypothesis 6: Perceived usefulness in moderating the effect of the quality of service on user
satisfaction.
The results obtained t value of 4.521. The t value of >1.96 (two-sided hypothesis due to moderation)
shows that the perceived usefulness moderates service quality's effect on the satisfaction of user.

5. Discussion

The aim of this discussion is to test the hypotheses identified as the aims of this analysis.

5.1.System quality affects positively on user satisfaction

The result demonstrates that the “system's quality has a positive effect on user satisfaction”, which
means that better system quality results in increased user satisfaction. This study is in line with some
previous research suggesting that the satisfaction of user is influenced by the the quality of system
(Tam & Oliveira, 2016; Kim & Lee, 2014; Nugroho & Prasetyo, 2018). The quality of the system is
known as the features of information system processing (Delone & Mclean, 1992)

System consistency is “the degree to which a scheme is easy to use”, according to Chin & Todd (1995).
System efficiency is assessed for websites based on reliability and download time. In two separate
studies, it is very critical for user satisfaction (Palmer, 2002). According to Kim and Lee (2014),
“system quality such as stability, accessibility, response speed, and reliability affect user satisfaction”.
Students of the University of Bengkulu will achieve satisfaction as users of academic portal information
systems to improve their academic performance. The University of Bengkulu must provide a quality
system, such as easy to use, response speed, flexibility (easy to accept changes), and system security
(protection from the risk of illegal action).

5.2. The quality of information positively affects user satisfaction

The finding indicates that the quality of information has a positive impact on user satisfaction means
that improved the quality of information results in increased the satisfaction of user. This study is in
line with previous research, suggesting that the satisfaction of user is affected by the quality of
information (Chen & Cheng, 2009; Rai et al., 2002). A website must contain specific, useful, current,
and accurate details, according to Lim & Ting (2012). Irrelevant, incomplete, or obsolete information
may affect user satisfaction. Research by Delone & Mclean (1992) indicates that information quality is
a system that can affect user satisfaction. Thus, the University of Bengkulu must provide quality
information on the academic portal information system to be satisfied and improve their academic
762

performance. The quality information must contain complete information, ease of understanding,
information display format, relevance, and data).

5.3. Service quality affects positively on user satisfaction

The findings showing that service quality positively affects user satisfaction mean that improved
service quality contributes to an improvement in user satisfaction. This study is in line with previous
studies that show that the standard of service has a significant influence on customer satisfaction (Lin,
2007; Qin & Prybutok, 2009; Kim et al., 2005; Almarashdeh, 2016). Researchers have recognized the
value of service quality as a measure of information system success since the 1990s (April & Pather,
2008). Pitt et al. (1995) evaluate the instrument from an IS perspective and suggest that constructs of
service quality can be added to the model of D&M. According to Jiang (2002), "Service quality is an
important factor of user satisfaction." Service quality refers to how good information service providers
provide the service. As users of information systems, university students will achieve satisfaction if the
University of Bengkulu offers quality services. Employees have to provide users with fast service.
Employees have enough expertise to perform their work adequately. Employees need to understand
users' specific needs.

5.4. Perceived usefulness in moderating the effect the quality of a system, the quality of information,
and the quality of service partially on user satisfaction.
The outcome of this analysis was:

1. The perceived usefulness reinforces the influence of the quality of system on user satisfaction.
It means that the "perceived usefulness" (effective, quality, and ease) will enhance the
satisfaction of user.
2. The "perceived usefulness" moderates (strengthens) the impact of the quality of information on
user satisfaction. It implies that the perceived utility (effective, quality, and ease) will support
the efficiency of satisfaction details.
3. The perceived usefulness moderates (strengthens) the impact on user satisfaction of the service
quality. It implies that the usefulness perceived (effective, quality, and ease) will improve user
satisfaction.

These three research results are not supported by similar findings from previous research since this
topic has not yet been studied in any research. The perceived usefulness is "the perception in which
people believe that certain subjects' use will improve their work performance" (Davis, 1989). The
University of Bengkulu must provide an academic portal that is useful for students (users), such as an
academic portal that can improve student lectures' effectiveness, improve lectures' quality, and facilitate
lectures.

6. Conclusion

This research obtained: (1) The quality of the system affects user satisfaction with the academic portal
information system. To improve student performance, the University of Bengkulu must provide a
quality system, such as easy to use, response speed, flexibility (easy to accept changes) and system
security (protection from the risk of illegal action); (2) The quality of information on the academic
portal influences the satisfaction of user. To improve student performance, the University of Bengkulu
must provide quality information. The quality information must contain the availability of complete
information, ease of understanding, information display format, relevance, and accuracy of information
availability of completeness, ease of understanding (ease of understanding), presentation of information
(format), the relevance of needs (relevance), and accuracy of information (accurate); (3) Service quality
determines customer satisfaction. If the University of Bengkulu provides quality services such as staff
 M. Salim et al. /Uncertain Supply Chain Management 9 (2021) 763

providing fast service to users, staff have adequate knowledge to conduct their jobs properly; staff need
to understand the particular needs of users, university students as users of the information system can
achieve satisfaction; and (4) Perceived usefulness moderates the relationship between the quality of
system, the quality of information, and the quality of service partially on user satisfaction. Bengkulu
University must provide an academic portal that is useful for students (users) to improve their
performance. This research also contributes to providing guidelines and recommendations to other
researchers in the future.

Acknowledgements

This research was supported by Lembaga Penelitian dan Pengabdian (LPPM) Universitas Bengkulu.
[No:2068/UN30.15/PG/2020]

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