The Effect of Perceived Ease of Use and Perceived Usefulness on User Satisfaction with the CEISA 4.0 System at KPPBC TMP B Bandar Lampung

Pengaruh Persepsi Kemudahan Penggunaan dan Persepsi Kegunaan terhadap Kepuasan Pengguna Sistem CEISA 4.0 pada KPPBC TMP B Bandar Lampung

Abstrak

Abstract: The Directorate General of Customs and Excise (DJBC) developed the Customs Excise Information System and Automation (CEISA) 4.0 as an integrated, web-based successor to the earlier modular CEISA application, intended to provide real-time, integrated customs and excise services (Rahmi et al. 2025; Sudarmadi et al. 2022). Although the Service User Satisfaction Survey (SKPJ) at KPPBC Type Madya Pabean (TMP) B Bandar Lampung for the 2023-2025 period remained in the "very good" category, nearly all service indicators declined year on year, and thousands of CEISA CARE tickets continued to be logged both nationally and at the unit level, indicating that improvements in system technology have not automatically translated into a better user experience.

Objective: This article aims to analyze the partial and simultaneous effects of perceived ease of use and perceived usefulness on user satisfaction with the CEISA 4.0 system, and to measure the level of user satisfaction using the System Usability Scale (SUS), at KPPBC TMP B Bandar Lampung.

Methodology: This is an explanatory quantitative study on external users of CEISA 4.0 (importers/exporters, bonded storage operators, customs brokers, transportation service providers, and excise service users). From a population of 794 users, a sampling frame of 418 eligible users was formed through purposive sampling, from which a Slovin-based proportionate stratified random sample was drawn; an online questionnaire (Google Form) ultimately produced 91 valid responses. Data were analyzed using validity and reliability tests, classical assumption tests, multiple linear regression, partial (t) and simultaneous (F) hypothesis tests at the 5% significance level, and SUS scoring.

Research Results:  Perceived ease of use (t = 5.475; Sig. = 0.000) and perceived usefulness (t = 5.448; Sig. = 0.000) each have a positive and significant partial effect on user satisfaction, and jointly have a significant simultaneous effect (F = 47.935; Sig. = 0.000), together explaining 51.1% of the variance in user satisfaction (Adjusted R² = 0.511). The SUS analysis produced a mean score of 74.45, placing CEISA 4.0 in the Acceptable category with Grade B and an overall "Good" adjective rating, although 49.5% of respondents still rated the system as only Marginal.