The effect of information quality, system quality, service quality on intention to use and user satisfaction, and their effect on net benefits primary care application at primary health facilities in Malang

Abstract

The Indonesian government has serious attention to facilitate the health of its people, one of which is by establishing Badan Penyelenggara Jaminan Sosial (BPJS) hereinafter BPJS. The Government of Indonesia collaborates with several parties including primary health facilities, General and Regional Hospitals, as well as general practitioners and specialists who have been appointed by BPJS. The aim of this study is the user’s perception of Primary Care applications at primary health facilities BPJS in Malang. This study uses the DeLone & McLean (D&M) Update IS Success Model to assess the success of an information system where its use is mandatory at primary health facilities. The model contains 6 dimensions that can measure the success of a system, i.e. Information Quality, System Quality, Service Quality, Use, User Satisfaction and Net Benefits. This research is a quantitative study using a questionnaire with a Likert scale. Purposive sampling is a method used in sampling. The respondents consist of doctors or admins who operate primary care applications at primary health facilities. The results of this study indicate that primary care applications can be categorized as successful information systems for each dimension of success in the D&M Update IS Success Model.