A Comparative Study on User Satisfaction from Manual to Online Information System using Define-Measure-Analyze-Improve-Control (DMAIC) in Service Administrative Process

Abstract

Efficient application processes are crucial for enhancing user satisfaction in organizational systems. However, manual processes often result in inefficiencies, user dissatisfaction and delays, as observed in this case study. This research aimed to improve the application process by leveraging the Online Information System (OIS) and utilizing the Define, Measure, Analyze, Improve, Control (DMAIC) methodology to address identified inefficiencies systematically. The study adopted a structured approach through the DMAIC phases to identify root causes of dissatisfaction, prioritize issues and implement targeted solutions. Key findings indicated significant improvements in user satisfaction metrics, with usability increasing by 70.21 %, accessibility by 61.04 %, consistency by 44.12 % and response time by 51.95 %. The implementation of OIS played a significant role in these outcomes by automating processes, reducing errors, eliminating redundant steps, simplifying the application process and making it more reliable and accessible. The discussion highlighted the critical role of DMAIC in guiding the improvement efforts, particularly in aligning solutions with user needs and ensuring sustainability through standardization and training. Despite these successes, the study faced limitations such as the restricted scope of user testing to a specific context and potential adaptability issues in broader applications. Future research should explore the scalability of the OIS and its integration with other organizational processes to ensure comprehensive usability and effectiveness.