Crisis-Era Financial System Evaluation: A Management Case Study Using the DeLone & McLean Model

• Arunkumar Yadava

  Author

Due to the COVID-19 pandemic, higher education institutions had to rapidly adapt their administrative and financial operations to remote working. The purpose of this study is to find out the performance and success of SIMAKU, the financial management information system of an Indonesian university, during the pandemic period using the DeLone & McLean information systems success model. The researcher used a qualitative case study design, which involved semi-structured interviews with twelve system users: budget planners, finance administrators, reporting staff, and system administrators. The analysis used a comprehensive six-dimensional framework for system success, comprising System Quality, Information Quality, Service Quality, System Usage, User Satisfaction, and Net Benefits of the system.  The findings show SIMAKU is capable of supporting financial operations in a crisis. The budget can be executed, and payments and reports are processed even if work from the office (WFO) is unsuccessful. The system’s reliability, information accuracy and remote accessibility received high satisfaction scores from users. Nonetheless, there were a number of challenges, including dependence on an internet connection, limited integration with cost accounting and fixed asset systems, constraints in remote technical support, and insufficient online training resources. The research shows the importance of resilient digital infrastructure, integrated financial platforms, and remote-ready support mechanisms for the continuity of organisations during crises and gives practical recommendations to buttress future financial system resilience.

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