Evaluation of Information System Quality Based on the DeLone and McLean Model in Public Organizations

Muhlisa Mahdin; Wahyudi  Ibrahim

Authors

Muhlisa Mahdin Department of Computer Engineering, Telkom University
Wahyudi Ibrahim Department of Computer Engineering, Telkom University

Keywords:

DeLone and McLean, Information Systems Success, Model Information System Quality Public, Organizations User Satisfaction

Abstract

This study examines the quality of information systems in public organizations using the DeLone and McLean Information Systems Success Model as an analytical framework. The research aims to empirically evaluate the relationships among system quality, information quality, service quality, user satisfaction, and perceived net benefits in a governmental context. A quantitative survey was conducted involving employees who actively use internal organizational information systems. Data were analyzed using Structural Equation Modeling to assess both measurement and structural models. The findings indicate that system quality, information quality, and service quality significantly influence user satisfaction. User satisfaction emerges as the strongest predictor of net benefits and partially mediates the relationship between quality dimensions and organizational outcomes. The model demonstrates substantial explanatory power, confirming its robustness in public sector environments. These results reinforce the theoretical propositions advanced by William H. DeLone and Ephraim R. McLean and highlight the importance of adopting a multidimensional evaluation approach. The study provides practical implications for improving digital governance performance through integrated management of technical, informational, and service quality dimensions.

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