The Effects of System Quality, Information Quality, and Service Quality on Employee Work Performance: The Mediating Role of ERP System User Satisfaction among Professional-Level Authorized Users at the Government Housing Bank

Abstract

This study aimed to examine the effects of system quality, information quality, and service quality on ERP usage satisfaction, serving as a mediating variable influencing the work efficiency of professional-level authorized users at the Government Housing Bank. A quantitative research approach was employed, collecting data from the entire population of 449 respondents. An online questionnaire was used as the research instrument, and data were analyzed using descriptive statistics and Partial Least Squares Structural Equation Modeling (PLS-SEM) to test both direct and indirect effects among independent, mediating, and dependent variables.

The findings revealed that ERP usage satisfaction had the strongest direct influence on work efficiency (Path Coefficient = 0.752, p < 0.01). In contrast, information quality exerted an indirect effect on work efficiency through satisfaction (Indirect Effect = 0.360, p < 0.01), with a total effect of 0.422. System quality and service quality showed the lowest total effects. The study recommends that the bank prioritize designing user-friendly ERP systems, ensuring accurate and reliable data, and continuously enhancing data quality to strengthen user satisfaction. These improvements are expected to sustainably enhance work efficiency and serve as a strategic guideline for policy formulation and ERP system optimization in alignment with organizational needs.