Analysis of CEISA Services User Satisfaction Using the EUCS Method in The Directorate General of Customs and Excise

Muryan Awaludin, Natasya Erent Yolanda


The purpose of this study is to analyze the factors that influence the satisfaction of users of CEISA services (Customs & Excise Information System and Automation) at the Directorate General of Customs and Excise (DGCE). CEISA uses Single Sign-On (SSO) technology, meaning that users only do one login to be able to access all applications in accordance with their authority. Therefore, the CEISA database and server are centrally managed so that they can be accessed throughout the DGCE office. But in practice there are still DGCE offices that develop independent applications. User satisfaction is one of the important factors that influence the success of implementing an information system. This study uses the End-User Computing Satisfaction (EUCS) method as an indicator of research. The variables tested in this study were 100 respondents as samples taken from employees at the Tanjung Priok Type A Customs and Excise Service Office (CESO). Data analysis using Multiple Linear Regression Test with IBM SPSS Statistics 25 as a tool to process data. There are five hypotheses proposed in this study. The results showed that all proposed hypotheses were accepted. That is, all variables in the EUCS method have a positive and significant effect on CEISA service user satisfaction in the DGCE environment.


User Satisfaction, End-User Computing Satisfaction (EUCS)

Full Text:



McHaney, R., Hightower, R., & Pearson, J. (2002). A validation of the end-user computing satisfaction instrument in Taiwan. Information and Management, 39(6), 503–511.

Doll, W. J., & Torkzadeh, G. (1988). The Measurement of End-User Computing Satisfaction. MIS Quarterly, 12(2), 259.

Ives, B., Olson, M. H., & Baroudi, J. J. (1983). The Measurement of User lnformation Satisfaction. Communications of the ACM, 26, 785–793.

Seddon, P., & Yip, S.-K. (1989). An Empirical Evaluation of User Information Satisfaction (UIS) Measures for Use with General Ledger Accounting Software. Journal of Information System 6(1), 75–98.

Fitriansyah, A., & Harris, I. (2018). Pengukuran Kepuasan Pengguna Situs Web Dengan Metode End User Computing Satisfaction (EUCS). Jurnal Sistem Informasi, 2(1), 1–8.

Harrison, A. W., & Rainer Jr, R. K. (1992). The influence of individual differences on skill in end-user computing. Journal of Management Information Systems, 9(1), 93–111

Lefkovits, C. H. C., Martin, E. C., Univac, S., Payden, K. D., Corporation, T. M., Connolly, J. T., … Associates, K. (1976). A Status Report on the Activities of the Codasyl End User Facilities Committee FC ).

DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60–95.

Byun, D. H., & Finnie, G. (2011). Evaluating usability, user satisfaction and intention to revisit for successful e-government websites. Electronic Government, an International Journal, 8(1), 1.

Feoh, G., Linawati, & Wirastuti, N. M. A. E. D. (2015). Indeks Kepuasan Pengguna Situs Web E-Gov Di Bali Dengan Metode EUCS dan CSI. Konferensi Nasional Sistem & Informatika, 9–10.

Koohi, E., Mohammad, E. N., Mohammadi, A., & Koohi, A. (2016). The Study of Effective Reasons of the Customer Satisfaction Increase in the Acceptance and Use of Green Electronic Banking Services with EUCS Model (Case Study : Parsian Bank ), 4(4), 43–59.

Lim, K., Lim, J.-S., & Heinrichs, J. H. (2008). Validating an End-User Computing Satisfaction Instrument: A Confirmatory Factor Analysis Approach Using International Data. Journal of International Technology and Information Management, 17(2), 153–165.

Article Metrics

Abstract view : 420 times
PDF - 427 times


  • There are currently no refbacks.