INTERNATIONAL JOURNAL OF ACCOUNTING, FINANCE AND SOCIAL TAXATION (IJAFST)
The Effect of Service Quality and System Quality on Online Registration Application on User Satisfaction with Usage Frequency as an Intervening Variable
E-ISSN: 2316-422X
P-ISSN: 3982-0997
DOI: https://iigdpublishers.com/article/1083
This research aims to incestigate the impact of sysment quality and service quality on user satisfaction, specifically examining the mediating role of usage frequency in an online registration information system for hospital queues. This research used an analystic observational design with a cross-sectional approach. Data were collected from 96 patients attending a private hospital in Malang City from May to July 2022. The data were analyzed using multiple linear regression and path analysis, including the Sobel test and causal step. The results of this research indicate that neither service quality (t-teststatistic = -1.458, t-stat < 1.96) nor system quality (t-test statistic = 0.448, t-stat < 1.96) directly affected user satisfaction through usage frequency between service quality, system quality and user satisfaction. This research highlights the importance of service quality and system quality in online registration application services. Improving these aspects could enhance user satisfaction, even though usage frequency may not directly mediate this relationship. This research contributes to the understanding of factors influencing user satisafaction in online registration systems for healthcare services. The findings suggest that service providers should focus on improving system quality and service quality to enhance user satisfaction, independent of usage frequency.
Erlan Anugrah Pratama, Eko Ganis Sukoharsono & Harun Al Rasyid
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Alam N. (2018). Integration of Mobile Based Queing System. JITU; 1 (2): 54-61. Alferi B, Wulan TD, dan Susanto FA. (2020). Evaluasi Kesuksesan Sistem Pendaftaran Online di RSI Surabaya Dengan Menggunakan Metode Delone & McLean. NCU;1 (1): Alzahrani AI, et al. 2017. Modelling digital library success using the DeLone and McLean Information System Success Model. Journal of Librarianship and Information Science; 51(2): 1 – 16. Ameen A, et al. (2019). Impact of System Quality, Information Quality, and Service Quality on
