The Influence of Service Quality on and Trust of Business Actors in the OSS Information System: The Role of Satisfaction as a Moderation Variable in LKPM Reporting at the Mamuju Regency Investment and One-Stop Integrated Services Office

Service Quality, oss, Information System

Abstract

The digitalization of licensing services through the Online Single Submission Information System (OSS) is expected to improve efficiency, transparency, and compliance of business actors in submitting Investment Activity Reports (LKPM). However, the success of the system is not only determined by technical aspects, but also by service quality, user satisfaction, and business actor trust. This study aims to analyze the effect of service quality on business actor trust and examine satisfaction as a moderating variable in LKPM reporting through OSS at the Mamuju Regency Investment and One-Stop Integrated Service Office. The study used a quantitative approach with an explanatory research design. The research sample consisted of 64 business actors selected using a purposive sampling technique based on the criteria of having a Business Identification Number, actively using OSS, and having submitted LKPM. Data were collected through a Likert-scale questionnaire and analyzed using Structural Equation Modeling–Partial Least Squares with the help of SmartPLS. The results showed that service quality had a positive and significant effect on satisfaction with a path coefficient of 0.782, a t-statistic of 8.941, and a p-value <0.001. Service quality also positively influences trust, with a coefficient of 0.314, a t-statistic of 2.874, and a p-value of 0.004. Satisfaction positively influences trust, with a coefficient of 0.447, a t-statistic of 4.912, and a p-value <0.001. The interaction between service quality and satisfaction proved significant, with a coefficient of 0.176 and a p-value of 0.023. The R-square value of 0.668 indicates that the model explains 66.8% of the variation in business actor trust. It is concluded that satisfaction strengthens the influence of service quality on trust, making increased responsiveness, procedural clarity, system stability, and reporting assistance crucial in supporting the effectiveness of the OSS (Owner-Source Accountability System)