The Effect of Electronic Service Quality on the System Usability of Salam Application at Kppbc Tmp a Marunda with Digital Transformational Leadership as a Moderating Variable
DOI:
https://doi.org/10.55927/ijems.v4i5.92Keywords:
E-S-QUAL, System Usability Scale (SUS), Digital Transformational Leadership (DTL), Customs and Excise, PLS-SEMAbstract
Digital transformation of e-government in the customs sector is frequently challenged by technical instability in centralized infrastructure, leading to operational disruptions in public services. In response to these challenges, the Customs and Excise Operational Office (KPPBC TMP) A Marunda proactively launched a local innovation named the Marunda Service Application System (SALAM). This study aims to empirically examine and analyze the effect of Electronic Service Quality (E-S-QUAL) on the System Usability Scale (SUS) of the SALAM application with Digital Transformational Leadership (DTL) as a moderating variable. A descriptive-causal quantitative approach with a deductive method was employed. Data were collected via structured questionnaires distributed to 59 active SALAM application users at KPPBC TMP A Marunda using a census (saturated sampling) technique. Data analysis utilized Partial Least Squares - Structural Equation Modeling (PLS-SEM) executed through SmartPLS 4 and Simple Slopes Analysis. The results reveal that E-S-QUAL has a significant direct positive effect on System Usability (SUS) (β = 0.413, p = 0.001). Conversely, the overall moderating effect of DTL is statistically non-significant (β = -0.081, p = 0.611); instead, DTL acts as a quasi-moderator with a strong direct effect (β = 0.393, p = 0.004). Simple slopes analysis demonstrates a masking effect: under low DTL, user satisfaction relies significantly on system reliability, whereas under high DTL, the impact of technical errors is buffered by active leadership agility
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