The Impact of Technology Acceptance Factors on Employee Performance
The Mediating Role of Customer Satisfaction in Maritime Traffic and Transportation
DOI:
https://doi.org/10.55606/ijemr.v3i3.542Keywords:
Digital Transformation, Employee Performance, Maritime Transportation, Perceived Usefulness, SEM-PLSAbstract
The digital transformation of public services necessitates the adoption of technology that is not only functional but also aligned with user expectations and operational goals. In this context, this study investigates the influence of perceived usefulness (PU) and perceived ease of use (PEOU) of the Marine Traffic and Transportation Management Information System (SIMLALA) on employee performance at the Directorate of Marine Traffic and Transportation, with customer satisfaction serving as a mediating variable. As digital platforms become integral to public service delivery, understanding the user-centric aspects of system implementation is crucial. Adopting a quantitative research approach, data were collected through structured questionnaires distributed to 152 system users affiliated with marine transportation companies across Indonesia. The analytical method employed was Structural Equation Modeling with Partial Least Squares (SEM-PLS), enabling the examination of complex relationships between constructs. The results indicate that both PU and PEOU significantly and positively affect customer satisfaction. Furthermore, customer satisfaction is shown to have a substantial positive impact on employee performance. PU and PEOU also directly influence employee performance, indicating that the effectiveness and usability of SIMLALA contribute not only to external user satisfaction but also to internal organizational efficiency. Importantly, customer satisfaction acts as a strong mediating variable, bridging the effects of PU and PEOU on performance outcomes. This implies that improving the user experience through functional, intuitive systems can enhance service quality and employee productivity. The study contributes to the growing body of literature on technology acceptance and public sector digitalization, particularly in maritime transportation. It also provides practical recommendations for policymakers and system developers to prioritize usability and customer experience in designing and implementing digital public services, thereby ensuring both user satisfaction and enhanced institutional performance.
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