SYAH, Rizqi Mulyantara Hidayat and Nurhayati, Oky Dwi and Surarso, Bayu (2026) ANALISIS FAKTOR KEBERHASILAN SISTEM INFORMASI MANAJEMEN WISATA MENGGUNAKAN METODE DELONE & MCLEAN. Masters thesis, UNIVERSITAS DIPONEGORO.

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Abstract

Sistem tiket digital di sektor pariwisata berkembang pesat namun evaluasi keberhasilannya dari perspektif pengguna masih terbatas, sehingga diperlukan kajian empiris komprehensif untuk memastikan sistem memberikan manfaat nyata bagi wisatawan. Penelitian ini mempertanyakan sejauh mana System Quality, Information Quality, dan Service Quality berpengaruh terhadap Use, User Satisfaction, dan Net Benefits. Tujuan penelitian adalah mengevaluasi keberhasilan sistem tiket digital startup STD menggunakan model DeLone & McLean Information Systems Success Model (2003) yang mengukur Net Benefits pada level individu, meliputi efisiensi waktu pemesanan, kemudahan akses informasi, dan peningkatan kenyamanan wisatawan. Penelitian menggunakan pendekatan kuantitatif dengan purposive sampling terhadap 75 wisatawan aktif, validitas Aiken's V = 0,8247, reliabilitas α > 0,70, dan analisis regresi linier berganda pada tiga model persamaan dengan nilai R² masing-masing 0,620, 0,591, dan 0,654. Hasil penelitian menunjukkan tujuh dari delapan hipotesis diterima, dengan Information Quality tidak berpengaruh signifikan terhadap User Satisfaction (β = 0,142, p = 0,147), serta Use sebagai variabel paling dominan terhadap Net Benefits (r = 0,760). Model DeLone & McLean terbukti relevan dalam mengevaluasi keberhasilan sistem tiket digital pada sektor pariwisata. Temuan ini memberikan rekomendasi praktis bagi startup STD untuk memprioritaskan peningkatan System Quality dan Service Quality guna memaksimalkan manfaat yang dirasakan wisatawan sebagai pengguna akhir sistem.
Kata kunci : model DeLone & McLean, pariwisata digital, keberhasilan sistem informasi, sistem manajemen pariwisata, kepuasan pengguna.

Digital ticketing systems in the tourism sector are growing rapidly; however, evaluation of their success from the user's perspective remains limited, necessitating a comprehensive empirical study to ensure that the system genuinely delivers tangible benefits to tourists. This study examines the extent to which System Quality, Information Quality, and Service Quality influence Use, User Satisfaction, and Net Benefits among users. The research aims to evaluate the success of startup STD's digital ticketing system using the DeLone & McLean Information Systems Success Model (2003), measuring Net Benefits at the individual level, encompassing ticketing time efficiency, ease of access to destination information, and improved tourist convenience. The study employs a quantitative approach with purposive sampling of 75 active tourists, Aiken's V validity of 0.8247, reliability of α > 0.70, and multiple linear regression analysis across three equation models yielding R² values of 0.620, 0.591, and 0.654 respectively. The findings indicate that seven out of eight hypotheses were accepted, with Information Quality showing no significant effect on User Satisfaction (β = 0.142, p = 0.147), and Use emerging as the most dominant variable influencing Net Benefits (r = 0.760). The DeLone & McLean model is proven relevant for evaluating the success of digital ticketing systems in the tourism sector. These findings provide practical recommendations for startup STD to prioritize improvements in System Quality and Service Quality in order to maximize the benefits experienced by tourists as end-users of the system.
Kata kunci : DeLone & McLean model, digital tourism, information system success, tourism management system, user satisfaction

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