The Mediating Role of Information Technology in Service Quality and User Satisfaction: Evidence from Indonesia's SEHATI 2.0 Digital Licensing System

Rahmanita, Myrza (2026) The Mediating Role of Information Technology in Service Quality and User Satisfaction: Evidence from Indonesia's SEHATI 2.0 Digital Licensing System. Journal of Logistics, Informatics and Service Science, 13 (1). pp. 220-241. ISSN 2409-2665

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Abstract

This study examined the influence of service quality dimensions on user satisfaction in the Indonesia’s SEHATI 2.0 digital licensing system, with a focus on the mediating role of information technology (IT). SEHATI 2.0, developed by the Directorate General of Sea Transportation, managed permits for Special Terminals (TERSUS) and Terminals for Self-Interest (TUKS). Although designed to streamline the licensing processes, many users still reported delays, unclear requirements, and technical problems, indicating a gap between the system design and the user expectations. Data was collected through an online survey of 311 respondents directly involved in the licensing processes. Structural Equation Modeling (SEM-AMOS) was applied to evaluate seven constructs: reliability, responsiveness, credibility, security, user understanding, IT quality, and satisfaction. The findings reveal that service quality significantly influenced user satisfaction both directly and indirectly through IT mediation. Reliability and credibility demonstrated the strongest indirect effects, with the path coefficients ranging from 0.42 to 0.57 (p < 0.01). The structural model achieved excellent fit indices (χ²/df = 1.243, CFI = 0.967, TLI = 0.958, RMSEA = 0.042, SRMR = 0.038), while the explained variance for satisfaction reached R² = 0.911. These results confirmed the critical role of IT in enhancing the relationship between service quality and satisfaction in the digital government services. Practically, the study underscored the need to strengthen IT reliability, adopt user-centered design, and establish clearer regulatory frameworks to improve licensing efficiency which theoretically enriched digital service research and provided actionable insights for improving Indonesia’s maritime sector competitiveness.

Item Type:	Article
Subjects:	F Hospitality & Tourism > F1001 Tourism
Divisions:	Pariwisata > Doktoral
Depositing User:	Prof. Dr. MYRZA RAHMANITA
Date Deposited:	28 Jan 2026 09:31
Last Modified:	28 Jan 2026 09:31
URI:	http://repository.iptrisakti.ac.id/id/eprint/5637

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