Effectiveness of Logistics Information System Use and Logistics
Information System Quality on User Performance through User Satisfaction
Revina1, Nofrisel2, Zaenal Abidin3
Institut Transportasi dan
Logistik Trisakti, Jakarta, Indonesia
|
Keywords |
Abstract |
|
Logistics Information
System, Usage Effectiveness, System Quality, User Satisfaction, User
Performance |
The effective use of information systems in
logistics companies will assist company management in changing business
growth strategies. Information system quality is a measurement that focuses
on the output processed by the system. This study aims to determine the
effectiveness of using the Logistics Information System and its impact on
performance and user satisfaction. The research method uses a quantitative
approach. The research was conducted at Puninar Logistics with a sample size
of 100 employees. Data was collected through a questionnaire with a Likert
scale model that had been tested. The data analysis method used is SmartPLS
(Partial Least Square) 4.0. The effectiveness of the Logistics Information
System cannot be separated from information systems and information
technology. The presence of information technology systems has had a lot of
influence on an individual/ organization, not only on individuals/ organizations, but
this influence extends to business processes and organizational transactions.
In addition, effectiveness is a very important concept in organizations
because it is a measure of the success of the organization in achieving its
goals. This means that it can be said that effectiveness is directly related
to achieving goals and is the key to the success of an organization. Research
on the effect of information system effectiveness on employee performance has
been carried out in many previous studies, but there are inconsistencies in
research results regarding this relationship. Research results such as in
research show that the effectiveness of the use of information systems has a
positive effect on employee performance. |
Corresponding Author: Revina
E-mail: [email protected]
INTRODUCTION
The
logistics industry is undergoing a digital transformation. As time goes by, new
and innovative technology continues to be developed, one of which aims to
improve employee performance as users report the position of goods sent in
real-time to customers (Tubis & Rohman, 2023).
Figure 1 Logistics Industry 4.0
Source: (dailysocial.id, 2019)
According
to researchers ,
Industry 4.0 has a significant influence on logistics, which can be seen in
Figure 1.1. Individual demand for goods and services will continue to increase (Manavalan & Jayakrishna, 2019). Therefore, logistics both within and outside the
industrial system must change to adapt to the changing environment. Logistics
information systems will become increasingly complex so that planning and
control practices usually cannot handle them.
The
use of information technology in a company to support information systems has
an influence on employee performance. Because employees are the main drivers of
company operations and performance, employees must have expertise in their
field of work (Tjahjono, Hermanto, & Kurnia, 2019). According to researchers, Employee performance as a user is the
result of an employee's work which is measured based on quality, quantity, working
time and cooperation to achieve company goals (Julvia, 2017).
Employee
performance is one of the influencing factors in improving the quality and
progress of the company. Employee performance can influence the level of
success of a job because with the results achieved we can find out how much an
employee's performance is. Efforts to improve individual performance from a
logistics perspective include providing accurate and real-time delivery reports
that can be used as information and a basis for decision making (Tjahjono et al., 2019).
The
progress of an information system must also be supported by many factors that
are expected to provide success for the system. However, two things happen when
implementing a system in an organization: success or failure. The way the
system is run, the ease of the system for its users, and the technology used
influence the success of a company's information system application (Zarkasi, Rijal, & Iswahyuningsih, 2023).
The use
of computers as data processing tools is used in work management because it has
been proven to speed up performance. As a business that uses information
technology, logistics companies must pay attention that the success of
information systems can improve employee and organizational performance as a
whole
(Zarkasi et al., 2023).
Figure 2 Image of the PFEVO Logistics Information
System
Source: (Puninar Logistics, 2023)
Logistics
Information System (PFEVO) is a software/application program that utilizes
information and communication technology to facilitate Puninar Logistics'
operational activities, especially in shipping via land transportation.
Logistics Information System Software called Puninar Evolution (PFEVO) which
can help and ease the work of employees can be seen in Figure 1.2. This is very
important; especially to serve customers in meeting their necessary needs to
make the service process easier and faster.
Logistics
information systems must be able to meet different information needs.
Implementation of an information system will be in vain if the information
produced is not in accordance with user needs. On the other hand, if the
information produced is in accordance with the user's needs, the user will feel
they have quality information. If this can be achieved, then the objectives of
the logistics information system can also be achieved (Zarkasi et al., 2023).
Due to the
complexity of the problems, the obstacles faced by the Puninar Logistics Company
as a company operating in the transportation and logistics sector are in terms
of delivery preparation and delivery tracking (Qasem & Zayid, 2019). Processes such
as driver attendance are still carried out using an attendance form which means
drivers are not present on time. Then the process of checking the driver's
health before delivery is still manually carried out at the clinic by the
doctor on duty. The Tool Box Meeting activity, which discusses the latest
issues related to traffic conditions, is only held weekly, face to face, which
is not effective because traffic conditions change rapidly every day. Drivers
are also given work order documents, resulting in the use of a lot of paper for
deliveries every day. Unit checking activities before leaving and after leaving
are carried out using the daily Inspection and Checking form and then collected
in the document collection box and will be recapitulated later by the
maintenance team, so if there is damage or abnormality to the unit the
information will not be circulated in real time between the driver and the
maintenance team.
Delivery tracking
also still relies on GPS and if the GPS condition is damaged then the tracking
process is still carried out manually by the operations team contacting the
driver to ask where the unit is so that information on the position of the
goods cannot be conveyed in a timely manner to the customer. Then the road
money settlement process is still done manually by submitting petrol or toll
receipts to the cashier.
So in 2018
Puninar Logistics began trying to transform towards digital by launching
Logistics Information System Software called Puninar Evolution (PFEVO) which
can help and ease the work of its employees, which can be seen in Figure 1.2.
This is very important; especially to serve customers in meeting their
necessary needs to make the service process easier and faster.
Using the
Logistics Information System (PFEVO) application will provide higher quality
information. Complex Logistics Information System (PFEVO) application activities
are usually managed effectively because complexity requires effective
arrangements, procedures and documentation. This usually produces higher
quality and faster information for company management. Puninar Logistics
believes that the information produced by the Logistics Information System
(PFEVO) application is reliable, Puninar Logistics management will use this
information for better management decisions.
Logistics
Information System (PFEVO) is a software/application program that utilizes
information and communication technology to facilitate Puninar Logistics'
operational activities, especially in shipping via land transportation. Users
of this application consist of Drivers, Operations Division, HSSE Division,
Fleet Workshop Division and Finance Division. Initially this application was
created only to support the needs of the HSSE (Health, Safety, Security, and
Environment) Division which included reporting Unsafe Action, Unsafe Condition,
Potential Incident, Pre Trip Discussion and Fit To Work where previously
drivers filled out the form manually, collected into box then H+1 Safety
Officer collects the form from the box and inputs manually in Microsoft Excel.
With the
Logistics Information System (PFEVO) facilitated with a web-based network on
the intranet and an interface developed for Android, drivers can report in real
time on the system, so that in the process of achieving information which
includes reporting Unsafe Action, Unsafe Condition, Potential Incident, Pre
Trip Discussion and Fit To Work for the HSSE Division and customers carried out
by Puninar Logistics can be carried out quickly and accurately, thereby
expediting the information process for driver partners, customers, the
Operations Division and Puninar Logistics management quickly. Apart from that,
the Logistics Information System (PFEVO) was also developed to facilitate the
performance of the Operations Division in planning truck units, scheduling
drivers, issuing electronic work orders and Monitoring DWH (Driver Working
Hours)
Figure 3 Flowchart of the Running PFEVO Logistics
Information System
Source: (Puninar Logistics, 2023)
Apart from that,
the Logistics Information System (PFEVO) was also developed to facilitate the
performance of the Operational Division in planning truck units, scheduling
drivers, issuing electronic work orders and Monitoring DWH (Driver Working
Hours) Logsheet Delivery All Base which can be seen in Figure 1.4. The
Logistics Information System (PFEVO) was also developed to assist the
performance of the Fleet Workshop Division to carry out E-maintenance, monitor
preventive maintenance schedules and monitor license validity periods.
The use of
information technology can be seen in that most transactions carried out in
organizations are no longer carried out via paper, but are made paperless
(reducing paper use) such as e-SPK (Electronic Work Order), e-FTW (Electronic
Fit To Work form), e -PTD (Electronic form Pre Trip Discussion), e-TBM
(Electronic Form Tool Box Meeting) and e-Cashless & e-Toll (Travel Money
Settlement). All these transactions can be carried out via internet access.
Thus, Puninar
Logistics hopes that the Logistics Information System Software (PFEVO) will
contribute to achieving employee performance, namely providing reports related
to daily transactions. To determine the success of the Logistics Information
System (PFEVO) in achieving optimal employee performance, it can be seen from
several employee performance indicators as explained by researchers, including:
Accomplish tasks more quickly, Improve Job Performance, Increase Productivity,
Increase Effectiveness on Job , Easier Undertake Task, Useful In Job (Fragouli & Ilia, 2019). From several of
these indicators, it is hoped that employees will have the ability to use
Logistics Information System Software (PFEVO) including data/information
analysis, evaluating work and completing work on time so as not to hamper the
process of conveying information to customers and Puninar Logistics management.
The effectiveness
of Logistics Information Systems cannot be separated from information systems
and information technology. The presence of information technology systems has
had a lot of influence on an individual/organization, not just the
individual/organization, but this influence extends to business processes and
organizational transactions. Apart from that, effectiveness is a very important
concept in organizations because it is a measure of the organization's success
in achieving its goals. This means that it can be said that effectiveness is
directly linked to achieving goals and is the key to the success of an
organization. Research regarding the influence of information system effectiveness
on employee performance has been carried out in previous research but there are
inconsistencies in research results regarding this relationship. Research
results such as in research show that the effectiveness of using information
systems has a positive effect on employee performance (Astika & Dwirandra, 2020). However, on the
other hand, there is also research which shows that the adoption of information
systems cannot improve performance as in research (Tarhini et al., 2015).
System quality
means the combination of hardware and software in an information system. The
focus is system performance, which refers to how well the information system
hardware, software, policies and procedures can meet user needs (McKnight, Lankton, Nicolaou, & Price, 2017). Good quality
information systems are one of the advantages possessed by the company.
Research conducted stated that the quality of information system implementation
carried out had a significant positive effect on employee performance (McKnight et al., 2017). However, there
are inconsistencies in research results regarding the relationship between information
system quality and employee performance, namely research which states that
information system quality has no significant positive effect on company
performance (Wijaya, Pratami, Yudiastra, & Arista, 2019).
User satisfaction
is used as an intervening variable to determine the extent to which user
satisfaction is expected to influence individual performance and whether it is
possible to significantly influence the effectiveness of using logistics
information systems and the quality of logistics information systems and
ultimately improve user performance substantially. Research conducted states
that user satisfaction mediates the quality of information system
implementation which has a significant positive effect on employee performance (Wijaya et al., 2019).
The
implementation of AIS will not be free from problems such as users not
understanding how to operate the system so that the performance of the
information system implemented will not be optimal as expected, and the system
used in a company is not suitable. The success of a company's information
system depends on how the system is run, the ease of the system for its users,
and the use of the technology used.
From the
description above, it is clear that the Effectiveness of Using Logistics
Information Systems and the Quality of Logistics Information Systems must be
evaluated and improved to make users satisfied and improve users' performance
as employees if they receive what is expected.
RESEARCH
METHODS
The SEM method used is Partial Least Squares (PLS)
- Structural Equation Modeling (SEM). SmartPLS 3.0 software will be used to
analyze the relationship between variables for each hypothesis. PLS is a
multivariate statistical technique that compares multiple dependent variables
and multiple independent variables. If ratios are used in the same model, the
sample does not have to be large, and the data does not have to be multivariate
normally distributed (indicators with theoretical, ordinal, or interval scales).
PLS can not only be used to confirm the theory but can also explain whether
there is a relationship between variables. The purpose of this research
analysis technique using PLS is to measure whether there is an influence
between variables or correlation between constructs through the t test of PLS
itself. The PLS-SEM evaluation in this study, in terms of outer model
evaluation, uses a reflective model evaluation. This evaluation includes: (i)
Indicator reliability, provided that the outer loading must be between 0.5-0.7
because this research is exploratory research; (ii) Discriminant validity,
provided that the cross loading of indicator variables on latent variables must
have a greater value on other latent variables. (iii) Internal consistency,
provided that the composite reliability ≥ 0.7 because it is for
exploratory research; Cronbrach's alpha must be ≥ 0.7 because it is for
exploratory research, and (iv) Convergent validity, provided that the Average
Variance Extracted (AVE) must be greater than 0.5 (Widarjono, 2015, pp.
277-278).
RESULTS AND
DISCUSSION
The results of testing the first hypothesis found that
the effectiveness of using the logistics information system has a direct
positive and significant effect on user performance at Puninar Logistics.
The
effectiveness of information systems, especially in today's Industry 4.0,
definitely influences a company's logistics management performance. With
today's technology and internet networks, everything has become automatic and
easy. Therefore, Puninar Logistics launched a Logistics Information System
(PFEVO) which makes employee performance easier as users by using an online
information system, which can be accessed via the web or application. User
performance is the result of the interaction between ability and desire to use
information technology.
Based
on the results of cross loading, the effectiveness of using the logistics
information system shows that the highest value is in the information indicator
according to the rules. It can be seen that the Logistics Information System
(PFEVO) is effective in its use because it provides information that complies
with the rules. In terms of user performance, the highest value is in indicator
Y.5, which is related to Easier Undertake Task, meaning that the use of
Logistics Information Systems (PFEVO) makes it easier for users to complete
work needs.
According
to users, the effectiveness of using the Logistics Information System (PFEVO)
helps improve employee performance as users in completing work easily and according
to the rules. However, some users feel that using this system has not been
effective in improving user performance, especially in terms of speeding up
work completion. This is due to the transition from manual processes to
technology, which requires adaptation in the future when they are used to
involving the system in their work. will simplify and speed up user performance
and it is necessary to periodically refresh the use of the Logistics
Information System (PEVO) in a persuasive manner and create a System
Implementation Instructions Module.
The
results of testing the second hypothesis found that the quality of the
logistics information system (PFEVO) had a negative and insignificant effect on
user performance at Puninar Logistics.
System
quality refers to how well the information system itself is processed. System
quality is defined as desirable features in an information system from a user
and technical perspective that indicate how well the system can work. Users see
system quality as a need that must be met so that the system can help and make
work easier. Employees with good performance have a big impact on goodness and
the achievement of organizational goals will always be maintained. Performance
is the ability, motivation and opportunity to use information technology in
carrying out their duties in accordance with the responsibilities given to
them. To achieve the organization's initial goals, employee performance must be
optimized.
Based
on the cross loading results, the quality of the logistics information system
shows that the highest value is in the integration indicator. It can be seen
that an integrated Logistics Information System (PFEVO) can show transparency
of shipping activities which helps improve user performance. In terms of user
performance, the highest value is in indicator Y.5, which is related to Easier
Undertake Task, meaning that the use of a Logistics Information System (PFEVO)
makes it easier for users to complete work needs supported by system
integration so that delivery activities can be monitored transparently.
Whether
the quality of the system is good or not is also influenced by the user's own
performance. If users delay updating information in the system, it can affect
the Quality of the Logistics Information System (PFEVO). To prevent this from
happening, the e-News feature provides reminders to users to always run the
Logistics Information System (PFEVO) and provides warnings or warnings to users
who do not update the system on time.
The
results of testing the third hypothesis found that the effectiveness of using
the logistics information system (PFEVO) has a direct positive and significant
effect on user satisfaction at Puninar Logistics.
Puninar
Logistics, in facing the era of massive digitalization, launched a Logistics
Information System application called PFEVO (Puninar Evolution). Information
systems in the modern business competition climate play an important role in
creating, manipulating and capturing information issues that develop both
internally and externally, where previously this information was manually
reported, took a long time and the reported information was not integrated
between divisions (Berisha-Shaqiri, 2015). However, in implementing the Logistics Information System
(PEVO), the effectiveness of using the system has never been evaluated or
measured whether the system is in accordance with the company's objectives and
provides a sense of satisfaction for users of the Logistics Information System
(PEVO). User satisfaction is a comparison between users' expectations and
reality after experiencing the ease of implementing an information system
carried out by an organization and the impact of interacting directly with the
information system.
Therefore,
through this research, we measure whether the use of the Logistics Information
System (PEVO) is effective and provides a sense of satisfaction for its users.
Based on the results of cross loading, on the effectiveness of using the logistics
information system, the highest value is in the indicator X1.9, which is
relevant. It can be seen that the Logistics Information System (PFEVO) provides
information in accordance with the rules. In terms of user satisfaction, the
highest scores are in indicators Z.4 and Z.6, which are related to User
Expectations, meaning that the Logistics Information System (PFEVO) makes it
easy to find the information needed because the Logistics Information System
(PFEVO) display is easy to learn.
Users
feel that the Logistics Information System (PFEVO) has been used effectively
because it provides information that complies with the rules and feels
satisfied using the system because it makes it easy to find the information
they need because the Logistics Information System (PFEVO) display is easy to
learn. Before this system existed, all work processes were carried out manually
by filling out forms using paper and collecting them in collection boxes. This
can lead to the potential for forms to be scattered, lost and damaged so that
the information cannot be conveyed properly. With this system, work processes
can be carried out paperless and become easier and faster because all work
processes can be carried out one (1) door through this system safely without
worrying about data being lost or damaged.
However,
users feel that the Logistics Information System (PFEVO) is still not effective
in its use because it cannot speed up the completion of work and is difficult
to access on low-bandwidth intranet networks, so quota usage is not too large,
but in fact this system still absorbs high quota usage. This can be optimized
by using the cloud and socializing it to users to eliminate unnecessary
internet activity and system developers updating data backups more regularly outside
operational hours so as not to disrupt network traffic.
The
results of testing the fourth hypothesis found that the quality of the
logistics information system (PFEVO) had a direct positive and significant
effect on user satisfaction at Puninar Logistics.
Logistics
Information System Quality (PFEVO) can be measured by focusing on the output
that has been processed by the system, and is related to user satisfaction and
the use value of the information itself. Based on the results of cross loading,
the quality of the logistics information system shows that the highest value is
in indicator X2.3, namely timeliness. It can be seen that the information
produced by the Logistics Information System (PFEVO) is in the form of reports
on business activities which are updated regularly and systematically. In terms
of user satisfaction, the highest scores are in indicators Z.4 and Z.6, which
are related to User Expectations, meaning that the Logistics Information System
(PFEVO) makes it easy to find the information needed because the Logistics
Information System (PFEVO) display is easy to learn.
Users feel that
the Logistics Information System (PFEVO) is of high quality and are satisfied
because this system produces information in the form of reports on business activities
that are updated regularly and systematically in accordance with user
expectations in finding the information they need, supported by an
easy-to-learn display. However, users feel dissatisfied if the system is
difficult to access on a low-bandwidth internet network, which results in a
low-quality system due to the potential for delays in updating information in
the system.
The
results of testing the fifth hypothesis found that logistics information system
user satisfaction (PFEVO) has a direct positive and significant effect on user
performance at Puninar Logistics.
User satisfaction
is described by how well or poorly the logistics information system performs,
as well as how well the logistics information system matches the user's goals.
User performance is the ability, motivation and opportunity to use information
technology in carrying out their duties in accordance with the responsibilities
given to them (Saputra, Eliyana, Sariwulan, & Buchdadi, 2020). If users are
satisfied with the information system they use, they are likely to feel
comfortable and safe while working with it, which will help them complete tasks
and improve User Performance.
Based on the
results of cross loading, user satisfaction shows that the highest value is in
the Z.4 indicator, namely User Expectations. It can be seen that the Logistics
Information System (PFEVO) makes it easy to find the information needed because
the Logistics Information System (PFEVO) display is easy to learn. In terms of
user performance, the highest value is in indicator Y.5, which is related to
Easier Undertake Task, meaning that the use of a Logistics Information System
(PFEVO) makes it easier for users to complete work needs supported by system
integration so that delivery activities can be monitored transparently.
Users are
satisfied with the Logistics Information System (PFEVO) because it makes it
easy to find the information they need and the display is easy to learn, making
it easier for users to complete their work needs, supported by system
integration so that delivery activities can be monitored transparently and is
useful in improving user performance. This can be maintained if users are given
the opportunity to provide opinions and suggestions for improvements related to
performance, so that users psychologically feel that performance is their
responsibility. This sense of responsibility causes users to be better at
improving and developing their performance.
The
results of testing the sixth hypothesis found that user satisfaction mediates
the influence of the effectiveness of using the logistics information system
(PFEVO) on user performance at Puninar Logistics.
Using Logistics
Information Systems to manage information and data. Faster, more accurate,
effective and efficient information can be used to plan various logistics
functions and utilized according to user needs (Wang, Gunasekaran, Ngai, & Papadopoulos, 2016). Several
literatures show that information technology has revolutionized and helped
traditional logistics and supply chains achieve many benefits such as increased
efficiency and responsiveness (Gunasekaran, Subramanian, & Papadopoulos, 2017).
The use of the
Logistics Information System (PFEVO) makes it easier for users to complete
their work needs thereby increasing user performance. This user's performance
is also influenced by the effectiveness of the Logistics Information System
(PFEVO) in providing information in accordance with the rules. Mediated by user
satisfaction because the information needed in the Logistics Information System
(PFEVO) is very easy to obtain, supported by a display that is easy to learn.
To improve user
performance, companies must strive to develop the effectiveness of the
Logistics Information System (PFEVO) in speeding up work completion and making
it easier to access the system. Routinely carry out socialization and
refreshment of the Logistics Information System (PFEVO) to users so that users
have good abilities in completing assigned work
The
results of testing the seventh hypothesis found that user satisfaction mediates
the influence of logistics information system quality (PFEVO) on user
performance at Puninar Logistics.
Using the Logistics Information System (PFEVO)
application will provide higher quality information. Complex Logistics
Information System (PFEVO) application activities are usually managed
effectively because complexity requires effective arrangements, procedures and
documentation. This usually produces higher quality information and can improve
employee performance as users.
The use of the Logistics Information System
(PFEVO) makes it easier for users to complete their work needs thereby
increasing user performance. This user's performance is also influenced by the
quality of the Logistics Information System (PFEVO) in producing information in
the form of reports on business activities which are updated regularly and
systematically. Mediated by user satisfaction because the information needed in
the Logistics Information System (PFEVO) is very easy to obtain, supported by a
display that is easy to learn.
To be able to create a Logistics Information
System (PFEVO) with higher quality and improve user performance, companies must
strive to prioritize user satisfaction by providing easy access to the
Logistics Information System (PFEVO). Developing pop up and notification
features to provide reminders to users to timely update the logistics
information system (PFEVO). Because late updates to the system can potentially
reduce system quality and hinder user performance in completing work.
CONCLUSION
The
effectiveness of using the Logistics Information System (PFEVO) has a positive
and significant effect on user performance. This can be interpreted as meaning
that using the system makes it easier for users to complete work tasks, thereby
improving their performance. User performance is also influenced by the
system's effectiveness in providing information according to the rules. On the
other hand, the quality of the Logistics Information System (PFEVO) does not
have a significant influence in improving user performance. This is caused by
delays in updating information in the system, which can affect the quality of
the system and the information produced. However, system quality has a positive
and significant effect on user satisfaction, because the information produced
is high quality and easy to access. User satisfaction itself has a positive and
significant effect on their performance.
�
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