The Effect of Information System Service Quality on User Satisfaction: Evidence from a Telkomsel Retail Outlet

Abstrak

This study examines the effect of information system service quality, comprising reliability, responsiveness, assurance, and empathy, on user satisfaction among employees of a Telkomsel retail outlet in Surabaya, Indonesia, and identifies which of the four dimensions has the strongest individual effect. Primary data were collected through a questionnaire administered to all 35 employees of the outlet, selected through purposive sampling based on computer based information system use and tenure of two to five years, and analyzed using multiple linear regression. All instruments were valid and reliable, and the classical assumption tests indicated the regression model was free of multivariate outliers, non normality, multicollinearity, autocorrelation, and heteroscedasticity. The results show that reliability, responsiveness, assurance, and empathy jointly have a significant effect on user satisfaction, explaining about 35 percent of its variance. However, when tested individually, only empathy has a significant effect on user satisfaction, while reliability, responsiveness, and assurance do not, so the hypothesis that reliability is the dominant dimension is not supported. These findings suggest that, in this setting, the interpersonal and attentive aspects of service quality matter more for user satisfaction than the accuracy, responsiveness, or assurance dimensions considered individually.