User Acceptance Evaluation Model of IT Service Management Information Systems (SIMFONI) at BPJS Ketenagakerjaan based on Self-Efficacy and Cognitive Absorption

 

User Acceptance Evaluation Model of IT Service Management Information Systems (SIMFONI) at BPJS Ketenagakerjaan based on Self-Efficacy and Cognitive Absorption
  IJETT-book-cover           
  
© 2023 by IJETT Journal
Volume-71 Issue-12
Year of Publication : 2023
Author : Dhika Primayuda, Ditdit Nugeraha Utama
DOI : 10.14445/22315381/IJETT-V71I12P223

How to Cite?

Dhika Primayuda, Ditdit Nugeraha Utama, "User Acceptance Evaluation Model of IT Service Management Information Systems (SIMFONI) at BPJS Ketenagakerjaan based on Self-Efficacy and Cognitive Absorption," International Journal of Engineering Trends and Technology, vol. 71, no. 12, pp. 233-247, 2023. Crossref, https://doi.org/10.14445/22315381/IJETT-V71I12P223

Abstract
As information technology progresses, BPJS Ketenagakerjaan is required to improve its effectiveness and efficiency in all business processes through digitalization. BPJS Ketenagakerjaan changed the organizational structure by centralizing IT staff in Regional Offices and Head Offices and substituting the IT Service Management Information System (SIMFONI) for them under Directors’ Regulation No. 37 of 2020. According to a SIMFONI user satisfaction survey, there was a yearly decline in satisfaction, as shown in the BPJS Ketenagakerjaan data for February 2023. This study uses the Technology Adoption Model (TAM) and the external variables of self-efficacy and cognitive absorption to evaluate user adoption of SIMFONI and identify the elements that contribute to its success. This study employed a quantitative method with data from 400 respondents that was collected through a broadcast questionnaire distributed to all SIMFONI users and processed using SEM-PLS3. According to the study’s findings, Self-Efficacy (SE) and Cognitive Absorption (CA) have a significant and favorable impact on perceived usefulness (PU) and perceived ease of use (PEU), as well as PEU on PU and behavioral intention (BI), which are both significantly positively influenced by PU and PEU. This shows that the self-confidence and involvement of non-IT employees toward SIMFONI affect their perceived ease of use, usefulness, and intention to use SIMFONI. Regarding this, BPJS Ketenagakerjaan’s non-IT staff have adopted the SIMFONI system. This study significantly advances BPJS Ketenagakerjaan’s understanding of the variables affecting institutional information system acceptability and implementation. Institutions can find effective approaches and interventions to boost the use of SIMFONI by focusing on self-efficacy and cognitive absorption. This study differs from earlier studies and offers theoretical advances in understanding the user acceptability of information systems.

Keywords
Helpdesk systems, Technology acceptance model, Acceptance system information, Self-efficacy, Cognitive absorption.

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