MIC3ST 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
Virtual Conference on Melaka International Social Sciences, Science and Technology 2025
ISSN: 2454-6186 | DOI: 10.47772/IJRISS | Special Issue | Volume IX Issue XXIII October 2025
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An Integrated Framework for Improving Online Counseling System
Quality: A Case Study Using HOT-FIT, ISO/IEC 25010, and SPBE
Models
Alexius Endy Budianto
1
, Mohd Fairuz Iskandar Othman
2
, Nor Azman Mat Ariff
3
, Intan Maizura Abdul
Rashid
4
1,2,3
Faculty of Information and Communication Technology, Universiti Teknikal Malaysia Melaka, Hang
Tuah Jaya, 76100, Durian Tunggal, Melaka, Malaysia
DOI: https://dx.doi.org/10.47772/IJRISS.2025.923MIC3ST25009
Received: 12 August 2025; Accepted: 20 August 2025; Published: 24 October 2025
ABSTRACT
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.
Keywords— system framework, online counseling, HOT-Fit, ISO/IEC 25010, SPBE regulation
INTRODUCTION
Online counseling has become one of the important breakthroughs in modern psychological services,
especially in the context of the rapid development of information technology and the community's need for
service flexibility. Digital transformation in the mental health and education sectors has encouraged the use of
technology to reach clients in various locations and times efficiently.
The main advantages of online counseling services lie in accessibility, time flexibility, and user convenience.
However, this system also faces significant challenges, such as vulnerability to data privacy violations,
limitations in interpreting non-verbal cues, and disparities in digital infrastructure. In addition, many online
counseling systems have not been fully integrated with software quality standards or national regulations
related to electronic system governance.
In facing these challenges, a multidimensional approach is needed to design an online counseling system that
is not only efficient and safe but also in accordance with user needs and government policies. This study
proposes the integration of three main frameworks: (1) the Human–Organization–Technology Fit (HOT-Fit)
model to evaluate the alignment between users, organizations, and technology; (2) ISO/IEC 25010 as an
international standard for software quality; and (3) regulation of the Electronic-Based Government System
(SPBE) as the basis for system compliance with national policies. The main objective of this study is to
develop a comprehensive online counseling system service quality framework, oriented towards efficiency,
effectiveness, security, and regulatory compliance. Through this integrative approach, the study is expected to
provide theoretical and practical contributions to the development of a sustainable and highly competitive
digital counseling service system.
MIC3ST 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
Virtual Conference on Melaka International Social Sciences, Science and Technology 2025
ISSN: 2454-6186 | DOI: 10.47772/IJRISS | Special Issue | Volume IX Issue XXIII October 2025
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LITERATURE REVIEW
Previous studies have shown that online counseling systems often face various obstacles in their
implementation and application. The main challenges recorded include those related to personal data security,
the quality of user experience, and the suitability of the system to the real needs of users[1].
One important issue is data privacy protection. Devianto and Munaldi (2021) stated that many online
counseling systems have not implemented adequate security protocols, thus creating the potential for sensitive
information leakage. In addition, limitations in technology training for counselors and minimal integration
with organizational needs are obstacles in themselves[2].
In the Indonesian context, regulations related to the Electronic-Based Government System (SPBE) as stated in
Presidential Regulation Number 132 of 2022 and Regulation of the Minister of Communication and
Informatics Number 1 of 2023 are the main guidelines in the development of digital systems in the public
sector[3], [4]. This regulation emphasizes the importance of the principles of transparency, efficiency, security,
and accountability in public service information systems.
The Human–Organization–Technology Fit (HOT-Fit) model is an evaluative approach that considers the
alignment between humans (users), organizations (policy support and structures), and technology (systems and
software)[5]. This model has been widely used to assess the effectiveness of information system
implementation in various public service contexts.
In addition, ISO/IEC 25010 is an international standard used to assess software quality. This standard covers
eight main characteristics: functionality, reliability, usability, performance efficiency, compatibility, security,
maintainability, and portability[6]. Integrating ISO/IEC 25010 into the system framework will ensure that the
technical aspects of the system are developed based on measurable and validated quality parameters.
By combining the three approaches—HOT-Fit, ISO/IEC 25010, and SPBE—this study offers a new
perspective in designing a comprehensive, regulation-based online counseling system that is oriented towards
user satisfaction and service efficiency.
METHODOLOGY
This study uses a conceptual design-based system engineering approach with a focus on developing a service
quality framework for an online counseling system. The methodology applied consists of seven main stages
that are interconnected and aim to ensure the system's suitability to user needs, technical standards, and
government regulations. The following are the steps taken as shown in Fig. 1:
Fig 1: Research Framework
User and Organizational Needs Analysis: This initial stage is carried out to identify the main needs of system
users (counselors and clients) and the strategic needs of the counseling service organization. Data is collected
through interviews, observations, and documentation studies. The main focus is on aspects of accessibility,
data security, user experience, and integration with the organization's internal policies[7].
HOT-Fit Framework Design: The HOT-Fit model is used to develop a system framework that balances three
main components: 1) Human: End users of the system, training, ease of interface. 2) Organization:
Management support structure, policies, SOPs. 3) Technology: Technical capabilities of information systems,
scalability, interoperability.
MIC3ST 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
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ISO/IEC 25010 Integration: The software quality characteristics of ISO/IEC 25010 are integrated into the
system design, including Functionality; Reliability; Usability; Performance efficiency; Compatibility; Security;
Maintainability; and Portability. This evaluation aims to ensure that the system meets relevant technical quality
criteria and is reliable in its operation.
SPBE Compliance Adaptation: The system is designed in accordance with the SPBE principles stated in
national regulations, namely: Efficiency: Optimization of resources and processes, Effectiveness: Maximum
achievement of service objectives, Transparency and Accountability: Auditable digital footprint and system
reporting, Accessibility: Ease of access from various devices and locations.
System Architecture and Infrastructure Design: This stage includes modeling the system architecture using a
service-oriented architecture approach and selecting IT infrastructure that supports security, scalability, and
high performance.
Prototype Development and Implementation: The system prototype is built as a real form of the designed
framework. Trials are carried out using the user acceptance testing (UAT) method to evaluate the ease of use;
Response time; Completeness of features; and User satisfaction[8].
Conceptual Framework and Model Validation: System evaluation was conducted using a measurement
instrument developed based on HOT-Fit and ISO/IEC 25010. Data analysis was conducted using the
Generalized Structured Component Analysis (GSCA) approach to validate the relationship between variables
and the effectiveness of the framework model[9].
RESULTS
This section presents the results of the implementation and evaluation of the online counseling system based
on the stages of the methodology that have been carried out, as well as an in-depth analysis of the main
findings in the context of the application of the proposed framework.
User and Organizational Needs Analysis. The results of the analysis show that counselors want a system that is
intuitive, accessible at any time, and supports client data privacy and security. Meanwhile, from the
organizational side, the main needs lie in operational efficiency, ease of reporting, and support for digital
service policies. The challenges identified include the digital skills gap, unstable internet connections, and
concerns about data breaches.
Identification of the main elements of HOT Fit integration, ISO/IEC 25010 and Government Regulation on
Electronic-Based System Providers (SPBE) is shown in Table 1[10]. Table 1 also shows the results of the
needs analysis.
Table 1 Identification of Main Elements of Hot-Fit Model Integration, Iso/Iec 25010, And Spbe
Aspects
Key Elements
Models/Standards
Needs/Problems
Human
- Intuitive interface
- Accessibility anytime
- Increased digital
literacy [11]
- HOT-Fit (Human)
- ISO 25010
(Usability,
Accessibility) [12]
- Easy to use system
- Digital skills gap
MIC3ST 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
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Organizatio
n
- Operational efficiency
- Ease of reporting
- Compliance with
digital
service policies [13]
- HOT-Fit
(Organization)
- SPBE
- Managerial support
- Digital reporting
process
- Implementation of
SPBE policies
Technology
- Data security and privacy
- System interoperability
- Connection and system
reliability [14]
- HOT-Fit (Technology)
- ISO 25010 (Security,
Reliability,
Compatibility)
- SPBE
- User data protection
- Connection
disruption
- Integration between
systems
Quality
Attributes
- Security
- Availability
- Usability [12]
- ISO/IEC 25010
- Threat of data breach
- The system must be
stable and easy to use
Governmen
t
Regulation
(SPBE)
- Compliance with
security standards
- Support for
interoperability between
government systems [3]
- SPBE
- Support digital
transformation
policies
- Cross-sector
integration
Implementation of the HOT-Fit Model. The implementation of the HOT-Fit framework successfully aligns the
human, organizational, and technological aspects. Interventions on the human side include counselor training
and user-friendly interface design. On the organizational side, privacy25 policies and management support are
systematically developed. The technology used pays attention to reliability, scalability, and interoperability
with existing systems. As a result, users show increased satisfaction with the implemented system. The
relationship between components are shown in Table 2.
Table 2 Relationship Between Components
Implemented Aspects
Purpose/Effect
Results
- Counsellor training
- User-friendly
interface
design
Improve system usage
skills and user comfort
Users feel more
comfortable and
easy to use the
system
- Privacy policy
Ensuring data security
and organizational
Increase system
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development
- Systematic
management
support
commitment
trust and adoption
- System reliability
- Scalability
- Interoperability with
existing systems[15]
Ensure the system runs
stably and is easy to
develop
Improved user
experience; well
integrated system
- Improved user
satisfaction
Evaluation of
implementation success
The system is
considered
successful from
the user's
perspective
System Quality Based on ISO/IEC 25010. System Quality based on ISO/IEC 25010 shows that the system
meets seven of the eight quality characteristics. Functionality, security, efficiency, and usability are highly
required, while based on user feedback and technical testing. Portability and maintainability show room for
improvement, especially in the context of cross-device compatibility and ease of updating. Table 3 shows the
current status when compared to Quality Characteristics in ISO/IEC 25010.
Table 3. System Requirements Framework Based on Iso/Iec 25010
Quality Characteristics
(ISO/IEC 25010)
Current Status
System Requirements
Functional Suitability
Fulfilled
The system must support all online
counseling functions appropriately and
completely. [15]
Security
Fulfilled
Client data protection and strong
authentication. [15]
Performance Efficiency
Fulfilled
System response must be fast and
resource efficient [15]
Usability
Fulfilled
The interface is easy to use by counselors
and users [15]
Reliability
Fulfilled
The system must be stable and have
minimal interference [15]
Compatibility
Not yet optimal
The system must be able to operate
together with other systems. [16]
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Maintainability
Needs to be improved
The system is easy to update and modify
[16]
Portability
Needs to be improved
Can be run on various platforms and
devices [16]
Integration of SPBE Regulations. The implementation of SPBE principles, such as efficiency, effectiveness,
transparency, and accountability, is reflected in the automatic reporting feature, activity log system, and role-
based access policy. The system has also been equipped with audit and access control mechanisms to ensure
security and compliance with national regulations. Table 4
Table 4 Integration of Spbe Regulations in the Online Counseling System [3]
SPBE Principles
Implementation in the System
Objectives/Contributions
Efficiency
Automated reporting features
Reduce manual workload and speed up
administrative processes
Effectiveness
Activity logging and interaction
tracking system
Improve service monitoring and data-
driven decision-making
Transparency
User access logs and system logs
available for audit
Ensure transparency in the use of
systems and data flows
Accountability
Role-based access control
policies
Ensure the responsibility of each user
according to their function
Security and
Compliance
Audit mechanisms, access
control, and data encryption
Ensure data protection and compliance
with national regulations
System Architecture and Infrastructure Design. The design of a system architecture based on Service-Oriented
Architecture (SOA) ensures modularity and scalability of the system that supports service efficiency. This
architecture is aligned with the HOT-Fit model, integrating user needs, organizational strategy, and technology
readiness[5]. System Quality evaluation refers to ISO/IEC 25010 to ensure security, interoperability, and
usability[17], and meets the SPBE principles according to Presidential Regulation No. 132/2022[3], including
the integration of digital services and efficient data governance. This approach produces a system that is safe,
adaptive, and supports sustainable digital transformation. Table 5 below shows the integration between the
HOT-Fit, ISO/IEC 25010, and Government Regulation No. 132/2022 (SPBE).
Table 5 Integration of System Architecture & Infrastructure with Hot-Fit, Iso/Iec 25010, And Government
Regulation No. 132/2022 (Spbe)
System Architecture
Component
HOT-Fit
Dimension
ISO/IEC 25010
Aspect
Alignment With SPBE
Presentation Layer (UI/UX)
Human
Usability,
Accessibility
User-Based Services:
SPBE must be accessible
and inclusive
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Application Layer
(Counseling Services,
Authentication, Scheduling,
Notifications)
Human
Functional
Suitability,
Performance
Efficiency
SPBE service: supports
service specific functions
and response speed
Integration Layer (API
Gateway, Service Bus,
Message Queue)
Technology
Compatibility,
Interoperability
Interoperability: supports
integration between
applications and agencies
Data Layer (Database, Backup,
Logging)
Organization,
Technology
Security,
Reliability
SPBE Data Management:
Security, privacy, and
accountable data retention
Infrastructure Layer (Cloud,
Server, Storage, CDN)
Technology
Portability,
Performance
Efficiency
SPBE Infrastructure:
Scalability, deployment
flexibility, resource
efficiency
Security Layer (IAM, RBAC,
OAuth2, TLS, Audit Trail)
Organization,
Technology
Security
(Confidentiality,
Integrity,
Availability)
SPBE Security: Data
protection, role-based
access, and identity control
Monitoring & DevOps Layer
(CI/CD, Observability, Alerts)
Organization
Maintainability,
Operability
SPBE Governance &
Operations: Real-time
monitoring, service audits,
management efficiency
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Prototype Development and Implementation. Develop a system prototype that can be tested and adjusted based
on user input[8]. In the Information System Success Model (ISSM) proposed by DeLone and McLean[18],
there are six points that determine the quality of an information system, namely: 1) System Quality; 2)
Information Quality; 3) Usage; 4) User Satisfaction; 5) Individual Impact; 6) Organizational Impact, as shown
in Fig. 2 below.
Fig. 2. Updated delone and mclean is success model[18]
One of the well-known IT-organization fit models is the MIT90s[19]. The framework of this model, shown in
Figure 3, explains that balancing the management of six aspects is critical to the success of an organization's
information technology implementation, namely: 1) External environment; 2) Organizational strategy; 3)
Individuals and their roles; 4) Organizational structure; 5) Technology used; 6) Management process[19].
Fig. 3. Mit90s it-organizational fit model[20]
Human, Organization, and Technology-Fit. In 2006[5], created a framework that combines the ISSM concept
with the IT-Organizational Fit Model. In addition, information systems must be supported and equipped with
technology. Organizations must also have the ability to prepare workers or staff to adapt to new technologies
or changes that occur. Fig. 4 shows the HOT-Fit evaluation framework.
Fig. 4 Hot Suitability Evaluation Framework[5]
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RESEARCH HYPOTHESIS
In the HOT-Fit Model Framework [5] there are three main dominances, namely: 1) Human: includes system
use and user satisfaction., 2) Organization: includes structure and environment. 3) Technology: includes
system quality, information quality, and service quality. In HOT-Fit [5] Focus on internal evaluation of the
implementation of health information systems, but can also be adapted for other information systems. Does not
explicitly consider external regulations or compliance with government standards. The model focuses on
technical quality, information quality, user perception, and organizational support. Furthermore, the researcher
developed based on a literature study on System Quality Based on ISO/IEC 25010 and Integration of SPBE
Regulations, thus modifying the HOT-Fit model with the addition of strengthening the Technology domain
through ISO/IEC 25010 and the addition of the Compliance (SPBE) dimension. So that the modified model
not only expands the scope of technology, but also adjusts to the government mandate in the implementation of
SPBE. But also, ISO/IEC 25010 Integration provides an internationally standardized technical evaluation
framework and Compliance Addition (SPBE) fills an important gap in the evaluation of public sector
information systems that are required to comply with laws and regulations. A comparison between the original
HOT-Fit model with the modified version, is shown in Table 6 below.
Table 6 Hot-Fit Model Comparison
Components
HOT-Fit
HOT-Fit Modifications
Human
- System Use
- User Satisfaction
Similar
Organization
- Structure
- Environment
Similar
Technology
- System Quality
- Information Quality
- Service Quality
Reinforced with ISO/IEC 25010 standards:
Reliability, Security, Usability, Functional
Suitability, Performance Efficiency,
Compatibility, Maintainability, Portability
[12]
Compliance (SPBE)
Nothing
Additional based on Literature Review
Analysis:
• SPBE Regulation (Presidential Regulation
132/2022, Ministerial Regulation 1/2023)
[3], [4]
• Public service standards
• Interoperability
• National digital compliance (Peraturan
Menteri Komunikasi dan Informatika
Nomor 1, 2023; Peraturan Presiden 132,
2022) [3], [4]
From the results of the literature study, the framework for online counseling services is as shown in Figure 5
below, which contains 21 hypotheses.
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Fig. 5. The conceptual framework
Based on the relationship between the existing variables, the following twenty-one hypotheses are obtained in
Table 7.
Table 7. Relationship Between Variables and Twenty-One Hypotheses
Hypothesis
Variables
Hypothesis 1 (H1):
System Quality has a positive effect on system use
Hypothesis 2 (H2):
System Quality has a positive effect on user satisfaction
Hypothesis 3 (H3):
System Quality has a positive effect on organizational
structure
Hypothesis 4 (H4):
System Quality has a positive effect on the structure of
government regulations (SPBE)
Hypothesis 5 (H5):
Information quality has a positive effect on system use
Hypothesis 6 (H6):
Information quality has a positive effect on user
satisfaction
Hypothesis 7 (H7):
Information quality has a positive effect on
organizational structure
Hypothesis 8 (H8):
Information quality has a positive effect on the structure
of government regulations (SPBE)
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Hypothesis 9 (H9):
Service quality quality) has a positive effect on system
use
Hypothesis 10 (H10):
Service quality has a positive effect on user satisfaction
Hypothesis 11 (H11):
Service quality has a positive effect on organizational
structure
Hypothesis 12 (H12):
Service quality has a positive effect on government
regulation structure (SPBE)
Hypothesis 13 (H13):
System use has a positive effect on user satisfaction
Hypothesis 14 (H14):
User satisfaction has a positive effect on system use
Hypothesis 15 (H15):
Organizational structure has a positive effect on
organizational environment
Hypothesis 16 (H16):
Organizational environment has a oppositive effect on
organizational structure
Hypothesis 17 (H17):
System use has a positive effect on benefits (QoS
benefits)
Hypothesis 18 (H18):
User satisfaction has a positive effect on benefits (QoS
benefits)
Hypothesis 19 (H19):
Organizational structure (structure) has a positive effect
on benefits (QoS benefits)
Hypothesis 20 (H20):
Environment has a positive effect on benefits (QoS
benefits)
Hypothesis 21 (H21):
Government regulations (SPBE) have a positive effect on
benefits (QoS benefits)
From the relationship between the existing variables, twenty-one hypotheses were obtained, then research
instruments were obtained as in Figure 6 below:
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Fig. 6.: the conceptual framework
RESEARCH INSTRUMENTS
After determining the research variables and knowing the relationship between variables to form a research
hypothesis, the next step is to determine the indicators. Several indicators and statements were adapted from
existing literature to ensure alignment with established constructs such as accuracy, completeness, and
compatibility. In addition, several new items were developed by the researcher to capture context-specific
dimensions. These self-developed items were formulated based on a synthesis of relevant literature and
tailored to fit the specific context of this study. Each item was reviewed for clarity, relevance, and construct
alignment to ensure content validity. The full list of research indicators is provided in Table A1 in the
Data Analysis and Conceptual Framework. Generalized Structured Component Analysis (GSCA) is a
component-based approach to SEM in which latent variables are analogous to components or weights of
observed variables[21]. The goal is to replace factors with linear combinations of indicators (real variables) in
SEM analysis[21].
The data used does not have to meet the multivariate normality assumption test; indicators with categorical,
ordinal, interval to ratio scales can be used in the same model; and the sample does not have to be large[22].
GSCA is a website-based software program for analyzing structured components (GSCA) using the SEM
approach[11], [23].
Given that the model developed in this study includes a number of theoretically interrelated constructs, GSCA
analysis is an appropriate method to empirically test the strength and direction of the relationship between
variables. However, since this paper focuses on the initial development of the model and the preparation of the
instrument, the implementation of GSCA will be carried out in the next stage of the study as part of the
quantitative validation of the model.
GSCA ANALYSIS
Respondent Data Testing Using GSCA, namely with data <200 respondents (30–200 respondents).. GSCA was
developed by: Hwang, H., & Takane, Y. [37] The researcher collected respondent data starting from March 29,
2025 - June 1, 2025, getting 164 respondents.
Table 8 Respondents by Age
AGE
Respondents
>45
11
35-45
23
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25-35
38
18-25
81
>18
11
Total
164
Table 9 Respondents by Profession
Status on System
Percentage
User
126,00
Counsellor
7,00
IT Division
14,00
IT Expert
4,00
Counselling Expert
2,00
Government
11,00
Total
164,00
Table 10 Outer Model Test (Convergent Validity & Reliability)
Construct
AVE
CR
Interpretation
SYSQ (System Quality)
0.613
0.929
Valid & Reliable
(quite high)
INFQ (Information Quality)
0.670
0.964
Very Good (CR very
high)
SERQ (Service Quality)
0.645
0.938
Valid & Reliable
SYSUSE (System Use)
0.684
0.915
Valid & Reliable
USAT (User Satisfaction)
0.552
0.855
Good Enough (lower
limit still acceptable)
STRUCT (Structure)
0.798
0.952
Very Good
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ENV (Environment)
0.783
0.935
Very Good
COMP (Compliance/SPBE)
0.770
0.930
Very Good
QOS (QoS Benefits)
0.774
0.953
Very Good
Table 11 Inner Model Test (R² For Endogenous Variables)
Endogenous Variable
R²
Interpretation
System Use (SYSUSE)
0.44
Moderate – explained by SYSQ, INFQ,
SERQ
User Satisfaction (USAT)
0.27
Weak–Moderate – explained by SYSQ,
INFQ, SERQ, SYSUSE, COMP
Structure (STRUCT)
0.16
Weak – explained by SYSQ, INFQ, SERQ
Environment (ENV)
0.22
Weak – explained by STRUCT
Compliance (COMP)
0.07
Very Weak – explained by SYSQ, INFQ,
SERQ
QoS Benefits (QOS)
0.36
Moderate – explained by SYSUSE, USAT,
STRUCT, ENV, COMP
SYSQ, INFQ, SERQ
–
Exogenous – No R² value
Table 12 Overall Goodness of Fit
Index
Value
Interpretation
FIT
0.386
Moderately
Good Fit
AFIT
0.370
Acceptable Fit
GFI
0.943
Very Good Fit
Table 13 Hypothesis Testing (Path Coefficient Results)
No
Path
β
p-value
R²
Decision
H1
SYSQ →
SYSUSE
0.61
0.003
0.37
Accepted
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H2
SYSQ →
USAT
0.44
0.041
0.19
Accepted
H3
SYSQ →
STRUCT
0.30
0.061
0.09
Rejected
H4
SYSQ →
COMP
0.22
0.089
0.05
Rejected
H5
INFQ →
SYSUSE
0.57
0.005
0.32
Accepted
H6
INFQ →
USAT
0.39
0.037
0.15
Accepted
H7
INFQ →
STRUCT
0.35
0.045
0.12
Accepted
H8
INFQ →
COMP
0.21
0.093
0.04
Rejected
H9
SERQ →
SYSUSE
0.66
0.002
0.44
Accepted
H10
SERQ →
USAT
0.51
0.009
0.26
Accepted
H11
SERQ →
STRUCT
0.40
0.020
0.16
Accepted
H12
SERQ →
COMP
0.26
0.071
0.07
Rejected
H13
SYSUSE →
USAT
0.49
0.018
0.24
Accepted
H14
USAT →
SYSUSE
0.45
0.022
0.20
Accepted
H15
STRUCT →
ENV
0.53
0.006
0.28
Accepted
H16
ENV →
STRUCT
0.47
0.020
0.22
Accepted
H17
SYSUSE →
QOS
0.60
0.001
0.36
Accepted
H18
USAT →
QOS
0.52
0.004
0.27
Accepted
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H19
STRUCT →
QOS
0.50
0.013
0.25
Accepted
H20
ENV →
QOS
0.38
0.027
0.14
Accepted
H21
COMP →
QOS
0.42
0.034
0.18
Accepted
The results of the GSCA analysis are:
The outer model is valid and reliable (CR > 0.85; AVE > 0.5). This aligns with the convergent validity criteria
suggested by Fornell & Larcker [33] and construct reliability according to Hair et al. [36].
The inner model shows System Use (R² = 0.44) and QoS Benefits (R² = 0.36) as the strongest variables.
The interpretation of R² follows the guidelines of Chin [34].
Overall Goodness of Fit: FIT = 0.386 (good), AFIT = 0.370 (fair) [34], GFI = 0.943 (very good) [35].
Thus, GSCA confirms 17 significant relationships that support the validity of the HOT-Fit + ISO/IEC 25010 +
SPBE framework [18] although Compliance does not appear to be much influenced by the quality of systems,
information, or services, but rather is more related to regulatory/external factors. [5],[38]
Table 14 Comparative System Evaluation Model
Aspect
DeLone &
McLean IS
Success
Model
Technology
Acceptance
Model
(TAM)
Unified Theory of
Acceptance and Use of
Technology (UTAUT)
Compliance-Enhanced HOT-
Fit (Proposed Framework)
Main
Focus
The success
of an
information
system is
measured by
the quality
of the
system,
information,
services,
usage,
satisfaction,
and net
benefits.
[29],[18].
Technology
acceptance is
based on
perceived
usefulness
and
perceived
ease of use.
[30]
Technology adoption takes
into account Performance
Expectancy, Effort
Expectancy, Social
Influence, and Facilitating
Conditions.
[31]
A comprehensive evaluation of
digital public service systems
by integrating the Human-
Organization-Technology
dimensions, regulatory aspects
(SPBE), and software quality
(ISO/IEC 25010).
[5],[32],[3]
Technical
Dimension
s
System
Quality,
Information
Quality,
Service
Quality.
Ease of Use,
Usefulness.
Effort Expectancy,
Facilitating Conditions.
System Quality (ISO/IEC
25010), Information Quality,
Service Quality.
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Organizati
onal
Dimension
s
Net
Benefits,
Use.
Not focused
on
organization.
Social Influence,
Facilitating Conditions.
Structure, Environment,
Organizational Alignment.
User
Dimension
s
User
Satisfaction,
Use.
Perceived
Usefulness,
Perceived
Ease of Use
→
Behavioral
Intention →
Use.
Behavioral Intention,
Actual Use.
System Use, User Satisfaction,
Adoption Readiness.
Regulatory
and
Complianc
e Aspects
There isn't
any.
There isn't
any.
There isn't any.
There are – Compliance
(SPBE), data security, national
standards for digital services.
Novelty /
Value
Added
The classic
model,
widely used,
does not
take into
account the
national
regulatory
context.
Focus on
technology
acceptance,
less on
assessing
quality and
policy.
Focus on social behavioral
factors, less on technical
and regulatory aspects.
A practical combination of
technical, organizational, user,
and regulatory dimensions →
more comprehensive &
applicable for digital public
services.
DISCUSSION
The GSCA analysis confirms that the proposed compliance-enhanced HOT-Fit framework provides a valid
and reliable basis for evaluating online counseling systems. The outer model demonstrates strong convergent
validity and construct reliability (CR > 0.85; AVE > 0.5), ensuring that the measurement instruments
adequately capture latent constructs.
For the inner model, System Use (R² = 0.44) and QoS Benefits (R² = 0.36) emerged as moderately explained
variables, indicating that the framework effectively captures user adoption and perceived outcomes. User
Satisfaction (R² = 0.27) showed weaker explanatory power, suggesting room for refinement through behavioral
or contextual factors. Structure (0.16), Environment (0.22), and Compliance (0.07) had very weak predictive
values, emphasizing the need for additional organizational and policy-related variables.
Seventeen out of 21 hypotheses were supported, highlighting the critical role of System, Information, and
Service Quality in influencing user adoption and satisfaction. However, four relationships—particularly those
linking quality constructs to Compliance—were insignificant, indicating that compliance is shaped less by
technical quality and more by external regulations and institutional governance.
When compared with existing models, the enhanced HOT-Fit framework demonstrates added value. Unlike
DeLone & McLean, which emphasize quality and benefits without regulatory scope, TAM and UTAUT
remain limited in addressing technical and compliance dimensions. The integration of ISO/IEC 25010 and
SPBE ensures the framework not only meets user-centric and organizational requirements but also aligns with
national digital governance standards.
Overall, these findings support the practicality and adaptability of the model for evaluating digital public
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service systems, while also pointing to future opportunities for refinement through broader institutional testing
and longitudinal analysis.
LIMITATIONS AND FUTURE WORK
This study validated the enhanced HOT-Fit framework with ISO/IEC 25010 and SPBE using GSCA,
confirming good measurement reliability (CR > 0.85; AVE > 0.5), moderate explanatory power for System
Use (R² = 0.44) and QoS Benefits (R² = 0.36), and strong model fit (GFI = 0.943). Seventeen of 21 hypotheses
were significant, while non-significant paths suggest Compliance is shaped more by external regulations than
system quality factors.
Compared with existing models, DeLone & McLean emphasize quality and benefits but lack regulatory
aspects, TAM is simple but weak for public service evaluation, and UTAUT addresses social influence without
technical or compliance dimensions. The enhanced HOT-Fit framework thus offers a more comprehensive and
practical model for digital public services.
Future work should expand pilot testing across institutions, explore longitudinal adoption behavior, and
compare against alternative models while examining integration with broader national digital ecosystems.
CONCLUSIONS
This study confirms that the integrated framework combining HOT-Fit principles, ISO/IEC 25010 software
quality standards, and SPBE regulations is a robust, valid, and relevant model for evaluating online counseling
systems in the context of digital public services. GSCA test results show:
Outer Model → all constructs are valid and reliable.
Inner Model → 17 of 21 hypotheses are significant; The variables System Use (R² = 0.44) and QoS Benefits
(R² = 0.36) had a moderate influence, while Compliance showed a weak influence, confirming that compliance
is more influenced by external regulatory factors than technical quality.
Goodness of Fit → FIT = 0.386, AFIT = 0.370, and GFI = 0.943, indicating a good fit for the model.
Compared to other models (DeLone & McLean, TAM, UTAUT), this framework is more comprehensive
because it not only measures system quality and benefits but also incorporates regulatory aspects and technical
standards.
Practically, this model can serve as a reference for policymakers, system developers, and public institutions in
building digital service systems that are secure, compliant, easy to use, and quality-oriented.
ACKNOWLEDGMENT
The authors would like to express their gratitude to Universiti Teknikal Malaysia Melaka (UTeM) for
providing the necessary resources and support for this research.
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APPENDIX A:
Research Indicator Instruments
Appendix TABLE A1. RESEARCH INDICATOR INSTRUMENTS
No
Indica
tor
Indicator
Description
Statement
Source
System Quality
1
SYQ1
Ease of learning
The Online Counseling Information
System has features that are easy to learn
because of the guidebook and/or help
features.
[24], [25], [26]
2
SYQ2
Ease of learning
Easy to learn in terms of interacting with
the Online Counseling information system
[24], [25], [26]
3
SYQ1
Ease of use
The Online Counseling information system
is easy to use because it is familiar to
everyone.
[27]
4
SYQ4
Ease of use
The Online Counseling information system
uses easy-to-understand language.
[27]
5
NSY
Q3
Ease of use
Online Counseling information system is
difficult to use
[27]
6
SYQ5
Response time
The Online Counseling information system
processes information or data entered into
the system quickly.
[24], [25], [26]
7
SYQ6
Response time
The Online Counseling information system
presents information or data (displayed on
the computer screen) quickly.
[27]
8
SYQ7
Security
Can maintain client data confidentiality
(no client data leaks)
[27]
9
SYQ8
Security
The Online Counseling information system
has never experienced any disruptions
resulting in damage or loss of data.
[24], [25], [26]
Information Quality
1
IQ1
Accuracy
The information on the Online Counseling
information system is accurate (does not
contain any errors)
[19]
2
IQ2
Accuracy
Information on the Online Counseling
information system is easy to find out if
there is an error in the data.
[19]
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3
IQ3
Accuracy
The information on the Online Counseling
information system is clear (easy to
understand)
[19]
4
IQ4
Completeness
Information on the Online Counseling
information system is always complete
(not truncated or lacking)
[19]
5
IQ5
Completeness
The information on the Online Counseling
information system is accurate (according
to my needs)
[19]
6
NIQ3
Accuracy
Information on the Online Counseling
information system is difficult to
understand
[19]
7
IQ6
Availability
Information on the Online Counseling
information system can always be accessed
at any time when needed.
[19]
8
IQ7
Availability
Information on the Online Counseling
information system can always be accessed
from any computer on which the Online
Counseling information system is installed.
[9]
9
IQ8
Timeliness
Information on the Online Counseling
information system is always in
accordance with the access rights of users
of the Online Counseling information
system.
[19]
10
IQ9
Timeliness
Information on the Online Counseling
information system is always up-to-date
[9]
11
IQ10
Compatibility
Information on the Online Counseling
information system can be accessed even if
it has been stored for a long time.
[19]
12
IQ11
Compatibility
Information on the Online Counseling
information system is always integrated
[19]
13
IQ12
Compatibility
Information on the Online Counseling
information system does not experience
duplicate data (redundant data)
[9]
14
IQ13
Compatibility
Information on the Online Counseling
information system is always in the same
format.
[9]
Service Quality
1
SCQ1
Quick
Responsiveness
The IT division can provide a quick
response when needed.
[19]
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2
SCQ2
Quick
Responsiveness
The IT division always answers questions
appropriately as asked by users regarding
the system.
[19]
3
SCQ3
Empathy
The IT division can show a friendly
attitude in solving problems in the Online
Counseling information system.
[9]
4
NSCQ1
Quick
Responsiveness
IT division is slow to respond when
needed
[28]
5
SCQ4
Empathy
The IT division provides individual
attention to users regarding the use of the
Online Counseling information system.
[28]
6
SCQ5
Follow-up
Service
The IT division can maintain the
infrastructure that supports the Online
Counseling information system.
[9]
7
SCQ6
Follow-up
Service
The IT division contacted me again to ask
about any obstacles I might encounter
when changes are made to the system.
[28]
8
SCQ7
Assurance
The IT division can always be trusted to
solve problems with the Online Counseling
information system.
[19]
9
SCQ8
Assurance
The IT division always behaves politely
when providing services.
[19]
System Use
1
SU1
Level of use
Users only use the Online Counseling
information system every time they enter
data related to a client.
[9]
2
SU2
Level of use
Users often use the Online Counseling
information system in their work.
[9]
3
SU3
Knowledge
Users use computers without asking other
parties for help (without asking other
people)
[28]
4
SU4
Knowledge
Users are accustomed to using computers
in their work.
[28]
5
NSU3
Knowledge
The user asks someone else for help to use
the computer.
[28]
User Satisfaction
1
US1
Perceived
usefulness
All work related to client data recording
can be completed without requiring
[28]
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manual processes.
2
US2
Perceived
usefulness
Users can reduce errors in their work
[9]
3
US3
User satisfaction
Users are satisfied when working using the
system
4
US4
User satisfaction
Users get the best service from the Online
Counseling information system manager
[28]
5
NUS3
User satisfaction
Users are disappointed when working
using the system
[28]
Structure
1
S1
Top management
support
The management of the counseling
institution provides full support in
implementing the online counseling
information system.
[13]
2
S2
Top management
support
The management of the counseling
institution understands the benefits
obtained from implementing the online
counseling information system.
[13]
3
S3
Top management
support
The management of the counseling
institution provides training when using
the online counseling information system.
[13]
4
S4
Strategy
The management of the Counseling
Institute plans to implement an Online
Counseling information system to support
the counseling service program.
[13]
5
S5
Strategy
The management of the counseling
institution has informed of plans to create
an online counseling information system.
[9]
Environment
1
E1
Competition
The application of technology as carried
out by other hospitals encourages the
development of an Online Counseling
information system.
[13]
2
E2
Competition
Factors for improving counseling services
encourage the development of an online
counseling information system.
[9]
3
E3
Communication
Factors that facilitate communication
regarding client data encourage the
development of an online counseling
[13]
MIC3ST 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
Virtual Conference on Melaka International Social Sciences, Science and Technology 2025
ISSN: 2454-6186 | DOI: 10.47772/IJRISS | Special Issue | Volume IX Issue XXIII October 2025
Page 124
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information system.
4
E4
Communication
The factor of facilitating communication
regarding the client data recap process
encourages the development of an online
counseling information system.
[13]
Compliance
1
C1
Service Standards
In the provision of public services, there
need to be principles that must be fulfilled
by the organizers so that they can serve as
guidelines in their implementation.
[13]
2
C2
Service Standards
Apart from being based on the principles
of public service, service providers and
recipients have rights and obligations in
public services as regulated.
[9]
3
C3
Compliance
It should also be noted that the background
and urgency of the Public Service
Compliance Survey is to accelerate
bureaucratic reform.
[9]
4
C4
Strategy
Ultimately, these service standards become
the focus of public service supervision,
which is carried out by the Republic of
Indonesia Ombudsman.
[9]
QoS Benefits
1
QSB1
Effectiveness
Users can improve the effectiveness of my
performance (according to the purpose of
using the system: recapitulating client
data)
[9]
2
QSB2
Effectiveness
Assists in improving the accuracy of client
data recording
[9]
3
QSB3
Efficiency
Can make users complete my work faster
[13]
4
QSB4
Efficiency
Users can find out client data updates from
other sections related to the client quickly.
[13]
5
QSB5
Direct benefits
Can improve the image of the counseling
institution (example: number of clients
increases)
[13]
6
QSB6
Direct benefits
Can improve the quality of counseling
services (example: can reduce complaints
from clients, due to: data accuracy, data
confidentiality and data security)
[9]