POS System Success Evaluation at a Civil Servant Cooperative: DeLone-McLean Evidence and Perceived Paperless Environmental Benefits

Abstract

Information system success models define net benefits mainly in economic and operational terms, leaving the environmental implications of digitalization insufficiently addressed. This study evaluated a centralized Point of Sale (POS) system at the Civil Servants’ Cooperative of Politeknik Negeri Bali using the DeLone and McLean model and examined whether perceived paperless environmental benefit could qualify as an additional net-benefit dimension. A mixed-methods evaluative design involved customers (N = 78), tenants (N = 12), and managers (N = 7). Analyses included validity and reliability testing, correlation analysis, robust path analysis, mediation testing, and the Wilcoxon signed-rank test. Of eighteen stakeholder-specific scales, reliability was adequate for customer scales (α = 0.888–0.961) but unstable for tenant and manager scales, with confidence intervals extending to [0.271, 0.952]. Queue management and comfort were significantly associated with customer satisfaction (β = 0.683, p < 0.001; R² = 0.715), while satisfaction was associated with PPEB (β = 0.773, p < 0.001). Mediation evidence was inconclusive: the indirect path was significant under classical standard errors (Sobel z = 2.31) but not under heteroscedasticity-consistent errors (z = 1.59, p = 0.111), while the direct association remained strong. Sales declined after implementation, but differing measurement bases prevented causal interpretation.