THE EFFECT OF SYSTEM QUALITY, INFORMATION QUALITY,

SERVICE QUALITY AND PERFORMANCE EXPECTATIONS ON USER

SATISFACTION IN THE APPLICATION OF INFORMATION
TECHNOLOGY SYSTEMS TO COOPERATIVES IN
PEMATANGSIANTAR CITY
 Group Name:

AGA AGITH ASMARA (2271100006)

ALVIN ROFID ZULFIKAR (2271100007)
ARYANTO ASHA PERDANA (2271100025)
DWI YOGA RADITYA DHARMA PUTRA (2271100028)
NOUVAL BINTANG JOUSAN MUHAMAD (2271100032)
MUHAMMAD FAISHAL AL FARUQ (2271100037)
Introduction
The development of the national economy faced by the business world,
including cooperatives and small and medium enterprises, is currently very fast
and dynamic. Cooperatives are a form of business entity that is in accordance
with the personality of the Indonesian nation that deserves to be developed as
an important business entity and not as a last alternative .One of the policies
that can be taken to help the development of cooperatives is to increase
effectiveness through the application of Information Technology.
The touch of information technology that switches from a manual
bookkeeping system to an integrated information technology system leads to
changes in cooperatives to prosper members and the community so that can
improve performance, both services to the community, the needs of members
and increase the competitiveness of cooperatives.
Research Methods
The sample selection method used in this study was "Purposive Sampling, which is the withdrawal of
samples with certain considerations" (Suharyadi, 2004: 332). Such considerations are based on the interests or
objectives of the research. The sample that will be used in this study is only internal users or staff / employees
at cooperative offices in the Pematangsiantar area which amount to 225 (two hundred and twenty-five), who
meet criteria as follows:

1. Cooperative offices in the Pematangsiantar area that already have an information technology system
2. Staff / employees in the field of information technology systems who work at cooperative offices in the
Pematangsiantar area and have a minimum of two years of work experience. Chosen to have worked two
years, because he has had the time and experience to adapt and assess the conditions of his work
environment.
a. The dependent variable in this study is user satisfaction (user satisfaction) is the user's response to the
use of information system output. Independent Variables : 1. System quality is the quality of the
combination of hardware and software in an information system
3. Information Quality refers to the quality of the output or output of the system that produces information to
the user
4. Service quality is an activity that occurs in direct interaction between a person and another person or machine
physically, and provides customer satisfaction
5. Performance expectation is the level at which an individual believes that using an information system will
help in improving his performance
Results
Hypothesis Test of the Coefficient of Determination
Coefficient of Determination to find out how much the independent variable is capable of
explaining the dependent variable, the coefficient of determination (Adjusted R square) is
used

Simultaneous Hypothesis Testing (F Test)

This test is carried out to find out whether all independent variables together
(simultaneously) can affect the dependent variables.

Partial Hypothesis Testing (t-test)

This partial hypothesis testing is carried out to determine whether each independent
variable (system quality, information quality, service quality and performance expectations)
affects dependent variables (user satisfaction).
CONCLUSION
The results of hypotheses regarding the influence of system quality, information quality, service
quality and performance expectations are obtained simultaneously the variables of system
quality , information quality , Service quality and performance expectations have a significant
effect on user satisfaction. It partially indicates that the quality of the system has a positive and
significant effect on user satisfaction. It is predicted that the higher the quality of the system
used, the higher the level of user satisfaction. It partially indicates that the variable quality of
information has no effect on user satisfaction. This shows that the information is inaccurate and
not on target in making decisions because the respondents lack intention and interest and do
not have the ability to utilizing the existing system in the cooperative so that the use of the
system does not achieve maximum output or output results. Partially shows that the variable of
service quality has a positive and significant effect on user satisfaction. Performance expectation
variables have a positive and significant effect on user satisfaction.

Limitations in using fundamental factors represented from the four independent variables
(system quality, information quality, service quality and performance expectations), with the
possibility of There are many other factors that affect user satisfaction. The selection of data
collection methods is by the survey method, where the survey method contains weaknesses
because filling out the answers on the questionnaire does not reflect the actual situation or
actually happens so it's less flexible.