IJSEGCE

VOL 2, No.2 July 2019

ISSN: 2656- 3037
http://www.journals.segce.com/index.php/IJSEGCE
DOI: https://doi.org/10.1234/ijsegce.v3i1.97

DETERMINANT OF USER SATISFACTION MANAGEMENT AND ACCOUNTING INFORMATION SYSTEMS

APPLICATION FOR OWNED OF STATE WEALTH BY STATE ON SCOPE OFFICE SERVICE AND DENPASAR
AUCTION

Author
I Gusti Made Ngurah Meiada
ngurahmeiada@gmail.com
Post Graduate of Mahasarawati Denpasar University

Anik Yuesti
anikyuesti@unmas.ac.id
Post Graduate of Mahasarawati Denpasar University

I Nengah Suardhika
suardhikanengah@unmas.ac.id
Post Graduate of Mahasarawati Denpasar University

ABSTRACT

This research aims to analyze, examine, and explain the moderating role of human resource competencies on the
effect of system quality, information quality and service quality on user satisfaction. This research was conducted at
the office of National Wealth and Auction Service of Denpasar City. The research population is 178 employees, with
data collection techniques used is questionnaire. The research sample used is 64 employees and subsequently
analyzed using Structural Equation Modeling PLS. This study results indicate that service quality is the most
important variable that determines user satisfaction, in addition to system quality. On the contrary, information quality
cannot increase user satisfaction. On the other hand, human resources competencies is able to strengthen the role
of information quality in determining user satisfaction at the office of National Wealth and Auction Service of
Denpasar City. This finding provides supporting evidence which enrich the success model of information systems
DeLone and McLean (2003) that apply quality systems variable, information quality and service quality to user
satisfaction. Furthermore, this study incorporates human resources competencies as moderating variable.

Keywords: system quality, information quality, service quality, user satisfaction

I. INTRODUCTION SIMAK-BMN is a system created to facilitate the

SIMAK-BMN produces information as a basis for
the preparation of the State Ministry / Institutional
Balance Sheet and Information for needs planning and
budgeting, procurement, use, utilization, security and
maintenance, assessment, deletion, alienation,
guidance, supervision and control in accordance with the
Minister of Finance Regulation Number 171 of 2007 part
four concerning the Central Government Accounting and
Financial Reporting System.
SIMAK-BMN (Management Information System
and Accounting for State Property) is an application that
combines manual and computerized procedures in order
to produce transaction data to support the preparation of
balance sheet reports and can also be useful to support
BMN management functions (Rahardiyanti, 2012).
government in terms of managing state assets so that
they are well-inventory. What is meant by management
is a series of activities that have core planning,
organizing, mobilizing and monitoring aimed at exploring
and utilizing natural resources effectively to achieve
organizational goals that have been determined (Afandi
and Sulastri, 2012).
SIMAK-BMN itself has experienced several
changes before. In 2004 the Ministry of Finance of the
Republic of Indonesia socialized the State Property
Accounting System (SABMN) aimed at managing BMN,
but in 2007 the SABMN was changed to SIMAK-BMN
with various changes aimed at improving the
management of State Property (Rahayu et al, 2014) .
To find out the success of a system can be seen
from what factors influence the effectiveness of the
system so that it can meet the satisfaction of users.

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Effectiveness is a basic element to achieve the goals or
targets that have been determined in each organization
(Sitoresmi, 2013).
The information system success model that is
widely used is the DeLone and McLean (2003) model
which states that information quality, system quality and
service quality will positively influence user satisfaction.
Research conducted by Iivari (2005) that empirically
tested the DeLone and McLean models, the results
prove that the success of information systems is
influenced by the quality of the information system and
the quality of information produced from the system
concerned (Yuesti & Kepramareni, 2019).
The quality of the system is a combination of
hardware and software that is owned by the information
system (DeLone and Mclean, 1992). The results of
research conducted by Saleh et al. (2012) found that the
quality of information systems affect user satisfaction,
the better the information system that is run the more
increasing the user satisfaction of the software. In line
with the study of Darmawan (2010), Istianingsih and
Wijanto (2008), Dwivedi (2012), Hsiu Fen Lin (2010)
while insignificant relationships were found from Tan et
al. (2015), Jiule song et al. (2017) ), Sudarmadi (2010).
The higher the quality of information produced by
an information system, the more it will increase user
satisfaction (DeLone, 2004). This opinion is supported
by the results of the study of Saleh et al. (2012) which
shows that information quality influences user
satisfaction. Quality information provides information that
is accurate, clear, detailed, relevant, easy to implement,
easy to obtain, timely, up to date and in accordance with
user needs thereby increasing user satisfaction in using
the information generated.
The results of this study are also supported by
Nursudi and Sudarno (2013), Istianingsih and Wijanto
(2008), Dwivedi (2012), Sudarmadi (2010), while
insignificant relationships were found from Tan et al.
(2015), Darmawan (2010), Yasa and Ariyanto (2017).
The application of the SIMAK-BMN application is
still experiencing problems since the application was
launched to the Satker (Work Unit) because the
application is still not perfect and must be launched to
the Satker due to regulations that require using this
system. This application is still under development, so it
often requires an update to install the application to
update existing features.
Before the latest application can be updated, the
data input process is done manually because of the
application update there are some account codes that
have changed. Sometimes instructions for updating an
application have been published, but the application
update file has not come out, so the user must wait until
the application can be updated. If the application update
is late the reconciliation process is also late. Barriers and
obstacles can also arise due to lack of coordination and
understanding of information about governance and
administration of state property using the Management
and Accounting Information System for State Property
IJSEGCE
VOL 2, No.2 July 2019
ISSN: 2656- 3037
http://www.journals.segce.com/index.php/IJSEGCE
DOI: https://doi.org/10.1234/ijsegce.v3i1.97
(SIMAK-BMN) and the possibility of imperfect SIMAK-
BMN applications.
Based on this, measuring tools are needed to
determine the success of the Management Information
System and Accounting for State Property (SIMAK-
BMN) so that the satisfaction of users of the information
system is achieved.
Based on the background description above, the
researcher is interested in researching about Factors
Influencing User Satisfaction Management and
Accounting Applications for State Property (SIMAK-
BMN) with HR Competence as a Moderating Variable in
Working Units in the Denpasar KPKNL Regional
Environment.
II. LITERATURE REVIEW
SIMAK-BMN
The Management and Accounting Information
System for State Property (SIMAK-BMN) is held with the
aim of producing financial information reports that are
needed as a means of accountability for the
implementation of the APBN Budget and management /
control of BMN controlled by an accounting unit of goods
users (Pamungkas et al., 2011)
User Satisfaction
Information system user satisfaction in this study
is the level of user satisfaction of the software used and
the output produced by the software. Satisfaction
according to the Indonesian dictionary is satisfied;
feeling happy; subject (things that are fun, relief and so
on). Satisfaction can be interpreted as a person's sense
of pleasure and relief due to consuming a product or
service to get the service of a service. According to Arifin
and Rahayu (2011) Satisfaction is the level of a person's
perceived condition which is the result of comparing
perceived products in relation to one's expectations.
DeLone and McLean (2003) state that user satisfaction
is the response of the recipient (user) to the use of the
output of the information system.
Information Quality
The purpose of information systems is to
produce information. Information (information) is data
that is processed into a form that is useful for its users,
both regarding management and routine decisions and
are strategic. Information quality refers to the output of
the information system, this concerns the value, benefits,
relevance and urgency of the information produced
(DeLone and McLean, 2003).
According to Suwardjono (2010: 165) that
information will be useful if the information is linked to
decisions that are targeted by information. Information
will be useful if the information is understood and used
by users. Information will also be useful if the user trusts
the information.
The quality of information intended in this study
is the quality of the financial statements produced by the
22

information system used, the information generated
must be beneficial to the organization in decision
making.
Quality of Service
Service according to Mahmoedin (2010: 2) is an
activity or a series of invisible activities that occur as a
result of interactions between consumers and
employees or other things provided by the service
provider companies intended to solve the problems of
consumers / customers.
Different educational backgrounds of application
users require the support and services of Electronic Data
Processing (EDP) staff who specifically provide service
support for the implementation of Agency Information
Systems (SIA). In this study, what is meant by EDP staff
support and services is the service provided by KPKNL
to the satker operators related to the operational
application of SIMAK-BMN.
The KPKNL services include training and
application technical guidance, application consulting,
active communication services, and the technical ability
of KPKNL staff in providing solutions to application
problems. KPKNL services related to the operation of
government reporting applications are an integral part of
KPKNL's excellent service as a whole. According to
Nursudi and Sudarno's research (2013) shows that
service quality has a positive influence on user
satisfaction.
Human Resource Competencies
Competence by Spencer cited by Moeheriono
(2014: 5) is as an underlying characteristic of a person
related to the effectiveness of individual performance in
his work or basic characteristics of individuals who have
a causal relationship or as a cause and effect with the
criteria used as a reference.
Human resources (HR) is one of the most
important factors that cannot be separated from an
organization, either a company or an institution. In
addition, HR is also a factor that influences the
development of a company. In essence, HR is a human
being employed in an organization that will later become
a mobilizer to be able to achieve the goals of the
organization itself.
Hypothesis
Figure 1 Hypothesis
IJSEGCE
VOL 2, No.2 July 2019
ISSN: 2656- 3037
http://www.journals.segce.com/index.php/IJSEGCE
DOI: https://doi.org/10.1234/ijsegce.v3i1.97
1. Hypothesis 1 The quality of the system has a
positive effect on the level of user satisfaction.
2. Hypothesis 2 The quality of information has a
positive effect on the level of user satisfaction.
3. Hypothesis 3 Service quality has a positive effect on
the level of user satisfaction.
4. Hypothesis 4 Competence of human resources is
able to moderate the effect of the quality of the
information system on the level of user satisfaction
5. Hypothesis 5 Human resource competence is able
to moderate the influence of information quality on
the level of user satisfaction
6. Hypothesis 4 Competence of human resources is
able to moderate the effect of information service
quality on the level of user satisfaction
III. RESEACH METHOD
The study was conducted at the Satker in the
Denpasar KPKNL (Office of State Assets and Auction
Services). The object of research is the user operator
application SIMAK-BMN (Accounting Information
Systems and State Property). The population in this
study is the operator of the Management and Accounting
System for State Property (SIMAK-BMN) in the work unit
in the Denpasar KPKNL area with a total of 178 work
units, where each work unit will be given 1 (one)
questionnaire to be filled out by the operator work unit,
so the number of population in this study were 178
people (respondents). Based on calculations with the
Slovin formula above, the minimum number of samples
targeted in the study was 64 people. The sampling
method in this study is proportionate sampling or
proportional sampling of each operator. While the
determination of respondents uses random sampling
(random sampling). Inferential analysis techniques are
used to test empirical models and hypotheses proposed
in this study (Yuesti & Agung, 2019). The analysis
technique used is a structural equation model (Structural
Equation Modeling - SEM) based on variance or
component based SEM, known as Partial Least Square
(PLS).
IV. RESEARCH RESULT
Analysis Result
Figure 2 Analysis Result
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Hypothesis Testing
Based on Figure 2 above, it can be conveyed
research findings that service quality most determines
user satisfaction besides system quality. Meanwhile, the
quality of information is not able to increase user
satisfaction. On the other hand, human resource
competencies are able to strengthen the quality of
information in determining user satisfaction at the
Denpasar KPKNL scope of work. This finding is able to
enrich the success model of DeLone and McLean (2003)
information systems that use system quality, information
quality and service quality variables to user satisfaction,
in this study adding the moderating variable of
competence in human resources.
The results of hypothesis testing indicate that
the quality of the system has a positive and significant
effect on user satisfaction. These results mean that the
better the quality of the system from the application will
increase user satisfaction at the Denpasar KPKNL
scope of work. The results of this study illustrate that the
quality of the system prioritizes security, reliability, ease
of use, flexibility, speed of access can increase user
satisfaction. The results of this study support the results
of research conducted by Dwivedi et al (2012) with the
title RFID systems in libraries: An empirical examination
of factors affecting system use and user satisfaction.
The results of the study stated that if the quality of the
system is good, it will trigger an increase in usage and
result in higher user satisfaction.
Hypothesis testing results indicate that the
quality of information has no effect on user satisfaction.
These results mean that the quality of information
generated from applications cannot improve user
satisfaction. The quality of information measured by
indicators that are timely, accurate, relevant is an
objective quality of information quality. This is because
the information generated by the application is in
accordance with the required format, so users only input
in accordance with existing data. In another study the
moderation examination showed that human resource
competencies were able to moderate the effects of
information quality in determining the satisfaction of
SIMAK-BMN users at the KPKNL scope. The results of
this study are in line with research conducted by
Djuhono Tan et al. (2015) entitled Testing the Success
of the DeLone & McLean Model Information System in
the Public Sector during August-September 2014 as
many as 62 people. Profile of Respondents described
includes age, gender, education, length of work, length
of time using SIKD by using PLS analysis states that the
quality of information has no effect on user satisfaction.
The results of hypothesis testing indicate that
service quality has a positive and significant effect on
user satisfaction. These results mean that the better the
quality of service from the application provider, it will
increase user satisfaction. The results of this study
illustrate that the quality of service puts forward the
guarantee, reliability, responsiveness, direct evidence,
empathy increases user satisfaction. The results of this
IJSEGCE
VOL 2, No.2 July 2019
ISSN: 2656- 3037
http://www.journals.segce.com/index.php/IJSEGCE
DOI: https://doi.org/10.1234/ijsegce.v3i1.97
study are in line with the results of research conducted
by Istianingsih and Wiwik (2009) about the effect of
information system user satisfaction on individual
performance (Empirical Study of Users of Accounting
Information System Application Program Packages in
Indonesia). Of the 400 questionnaires sent to
respondents ,. The number of final samples obtained
that can be included in the test is 204 respondents or
51% of the total intended respondents.
Discussion
Security is the most important dimension of
system quality. It can be concluded that the quality of a
good system lies in the security of the system itself. But
this is not in accordance with the existing reality where in
fact the average reliability is the highest average of
4,109 of the respondents' statements. Thus the quality of
the SIMAK-BMN application system within the scope of
the Denpasar KPKNL can be declared inadequate. This
can be used as input to the makers of the SIMAK BMN
system to pay more attention to the reliability of the
system, for example, when an application is used it
rarely hangs / crashes so that the quality of the system
will be better without ignoring other indicators such as
ease of use, speed of access, flexibility and security.
Timely indicators are the most important
indicators in the quality of information. It can further be
interpreted that the quality of information is said to be
good if the information produced by an application is
timely and up to date. But in reality where the accurate
average is the highest mean of 4,164 of the
respondents' responses. Thus the quality of information
from the SIMAK-BMN application can be declared
inadequate. This can be used as input to the makers of
the SIMAK BMN system to pay more attention to the
accuracy of the information generated from the
application, so that the information generated can be
trusted by its users. Thus the quality of information will
be better without ignoring other indicators such as on
time and relevance.
Guarantee indicator is the most important
indicator in service quality. Thus it can be interpreted
that the quality of service is said to be good if the
personnel / staff of the Denpasar KPKNL have sufficient
knowledge in answering questions or solving problems,
so users are sure and trust in the information provided.
But in reality where the average direct evidence
is the highest mean of 4,291 of the respondents'
responses. Thus the quality of service from the SIMAK-
BMN application can be declared inadequate. This can
be used as input for Denpasar KPKNL personnel to pay
more attention to direct evidence of the services
provided, so that the services provided can be further
improved. Thus the quality of service will be better
without ignoring other indicators such as reliability,
responsiveness, assurance and empathy.
In accordance with reality, the reality is that the
average skills and attitudes are the highest mean, each
24

at 4,203 from the responses of respondents. Thus the
HR competencies of users can be stated to be
adequate. This gives instructions to pay more attention
to skills and attitudes to improve HR competencies. It
can further be interpreted that HR competencies are
said to be good if users are able to work together and
communicate well with colleagues in solving problems
and have high responsibility and discipline towards work.
User satisfaction is said to be satisfied if the
application can provide information in accordance with
the format needed and can be clearly understood by the
user. But in reality where the average ease and on time
are the highest averages of 4.234 from the responses of
respondents.
Thus user satisfaction from the SIMAK-BMN
application can be declared inadequate. This can be
used as a clue to the application provider to pay more
attention to the ease and on time. Thus user satisfaction
will be better without ignoring other indicators such as
content, accuracy and form
V. CONCLUSIONS AND RECOMMENDATIONS
Conclusions
Based on the results of research and discussion
above, it can be concluded as follows:
1. The quality of the system has a positive and
significant impact on the satisfaction of users of the
State Property Management Information System at
the Denpasar KPKNL scope. These results mean
that the better the quality of the system the
application will increase user satisfaction.
2. Information quality does not affect the satisfaction of
users of the State Property Management Information
System at the Denpasar KPKNL scope. These
results mean that the quality of information
generated from applications cannot improve user
satisfaction. But the interaction of human resource
competencies on the quality of information can
determine user satisfaction.
3. Quality of service has a positive and significant
effect on user satisfaction of the State Property
Management Information System application at the
Denpasar KPKNL scope of work. These results
mean that the better the quality of service from the
application provider, it will increase user satisfaction.
Recommendation
Some suggestions from researchers are as follows:
1. KPKNL Denpasar needs to pay attention to
components in providing services which include
direct evidence, reliability, responsiveness,
assurance, and empathy, this needs to be done
considering the service quality variable is the main
variable determining user satisfaction. This can be
used as input for KPKNL personnel to pay more
attention to direct evidence of the services provided,
so that the services provided can be further
improved. Thus the quality of service will be better
IJSEGCE
VOL 2, No.2 July 2019
ISSN: 2656- 3037
http://www.journals.segce.com/index.php/IJSEGCE
DOI: https://doi.org/10.1234/ijsegce.v3i1.97
without ignoring other indicators such as reliability,
responsiveness, assurance and empathy.
2. The makers of the SIMAK BMN application system
should pay more attention to the accuracy of the
information generated from the application, so that
the information generated can be trusted by its
users. Thus the quality of information will be better
without ignoring other indicators such as on time and
relevance.
3. The reliability of a system is the most important thing
from the quality of the system without ignoring other
indicators such as ease of use, speed of access,
flexibility and security. Because when the application
is used rarely occurs problems such as hang / crash
in the program it will increase user satisfaction
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