Analysis of factors affecting user satisfaction with employee self-service applications: Case study of PT Waskita Karya (Persero) Tbk

Waskita Employee Self-Service Technology (WEST) is a supporting application for the Human Capital Management Division (HCM) in human resource management to become more transparent and process faster. In addition to the WEST application, which has benefits in improving the work performance of the HCM Division, the rental costs are not small. There is a target for the strategic plan for the HCM division in 2020-2024 related to WEST application development and operational efficiency cost in application implementation. Therefore, developing WEST application optimally based on user expectations is necessary. The level of user satisfaction is an essential factor in developing an application, whether the application gets acceptance or rejection by application users. Therefore, studying the factors influencing user satisfaction with WEST application is necessary. The goal is that all employees are satisfied and that using the budget is also more efficient. The research method was used quantitatively by distributing questionnaires to 1,754 permanent employees of PT Waskita Karya (Persero) Tbk online using Google Forms. A total of 654 respondent data were collected, then the data were analyzed using the CB-SEM method with software AMOS version 22 and SPSS version 22. The analysis results show that user satisfaction factors are system quality, information quality, top management support, and social influence. The results of this study can be input and evaluated for Waskita in developing a more optimal WEST application and can be a reference for further research on factors that affect application user satisfaction.