Examining How Digital Service Quality Affects Employee Performance and Job Satisfaction in HR Management

Muhammad Dedy Miswar () and dan Mursalim Nohong
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Muhammad Dedy Miswar: Hasanuddin University
dan Mursalim Nohong: Hasanuddin University

A chapter in Proceedings of the 10th International Conference on Accounting, Management, and Economics (10th ICAME 2025), 2026, pp 1384-1397 from Springer

Abstract: Abstract Digital transformation has reshaped the human resource management (HRM) function, requiring organizations to provide high-quality digital HR services to improve operational efficiency and employee experience. This study aims to analyze the impact of digital HR service quality on employee performance and job satisfaction in large companies in Asia, while also examining the mediating role of job satisfaction and the moderating effects of mobile-first orientation and collectivistic culture. Using a quantitative approach and Structural Equation Modeling (SEM), data were collected from 508 employees across 12 large organizations. The results show that digital HR service quality—comprising system functionality, information quality, user experience, interaction support, and data security—has a significant positive effect on job satisfaction (β = 0.62, p

Keywords: Digital HR; Service Quality; Job Satisfaction; Employee Perfomance; e-HRM (search for similar items in EconPapers)
Date: 2026
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DOI: 10.2991/978-94-6239-709-5_96

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