Evaluation of Internal Management Information System Success at Indonesia’s National Zakat Agency: A DeLone and McLean Model Approach

Abstract

Implementing Internal Management Information Systems (Intranets) varies in effectiveness across different organizations and is often influenced by system and information quality and utilization. This study evaluates the effectiveness of the Intranet system at Indonesia’s National Zakat Collection Agency, employing the Information System Success Model developed by  DeLone and McLean. A quantitative approach was employed using survey data from 206 employees, with 67 valid responses (response rate 32.5%). Structural Equation Modelling-Partial Least Squares (SEM-PLS) was used in this study to examine nine hypothesized relationships among system quality, information quality, service quality, use, user satisfaction, and net benefits. The analysis revealed that five hypotheses were supported: (1) information quality significantly influences user satisfaction (β=0.335, p<0.005), (2) service quality positively affects user satisfaction (β=0.540, p<0.001), (3) use significantly impacts net benefits (β=0.326, p<0.005), (4) use positively influences user satisfaction (β=0.762, p<0.001), and (5) user satisfaction significantly affects net benefits (β=0.538, p<0.001). Four hypotheses were rejected, indicating non-significant relationships between information quality-use, service quality-use, system quality-use, and system quality-user satisfaction. The findings suggest that the Intranet’s success is primarily driven by user satisfaction and system usage rather than technical aspects. Management should improve user experience and promote system utilization to enhance organizational benefits.