An Integrated Framework for Improving Online Counseling System Quality: A Case Study Using HOT-FIT, ISO/IEC 25010, and SPBE Models

This study proposes a comprehensive framework to enhance the quality of online counseling systems by integrating three key models: the Human-Organization-Technology Fit (HOT-Fit) model, the ISO/IEC 25010 software quality standard, and the Electronic-Based Government System (SPBE) regulation. The research follows a structured approach comprising needs analysis, framework design, prototype development, system evaluation, and model integration. Using Generalized Structured Component Analysis (GSCA) on data from system users, the findings confirm that the integrated framework enhances system usability, aligns with organizational objectives, and ensures compliance with national digital service standards. Overall, 17 of 21 tested hypotheses were supported, and the model demonstrated good reliability, validity, and overall fit (FIT = 0.386; GFI = 0.943). These results provide practical guidance for developers and policymakers in building secure, user-friendly, and regulation-compliant online counseling platforms.

system framework, online counseling, HOT-Fit, ISO/IEC 25010

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