User Acceptance Evaluation Model of IT Service Management Information Systems (SIMFONI) at BPJS Ketenagakerjaan based on Self-Efficacy and Cognitive Absorption
Dhika Primayuda, Ditdit Nugeraha Utama · International Journal of Engineering Trends and Technology · 2023
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.