p–ISSN: 2723 – 6609 e-ISSN: 2745-5254
Vol. 5, No. 12, December 2024 http://jist.publikasiindonesia.id/
Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2024 5598
Application of the Pieces Method in the Analysis and
Evaluation of Satisfaction Levels in SMARD Applications
Krisnantia Putra Setyawan
1*
, Frederik Samuel Papilaya
2
Universitas Kristen Satya Wacana, Indonesia
Email: [email protected]
*Correspondence
ABSTRACT
Keywords: user
satisfaction, SMARD,
PIECES, population, and
civil registration office
hungarian.
At this time, technological advances are developing rapidly,
and many have taken advantage of technology to help and
facilitate the data processing process for users, one of which
is in the office. There is a data processing and data
transmission application developed by official
organizations, the Population and Civil Registration Office
of Semarang Regency has a division or section that develops
a data processing application called SMARD. This study
aims to obtain what affects the satisfaction of every SMARD
application user. The method used to analyze and evaluate
the level of user satisfaction in the SMARD application is
PIECES (performance, information, economics, control,
efficiency, and service). This study uses a quantitative
approach, performance, information, economy, control,
efficiency, and service. The average result of SMARD
application user satisfaction reached 4.03. It means that users
are satisfied with the SMARD application.
Introduction
Technological advances are something that cannot be avoided in daily life because
every technology is created to provide benefits in human life. Technology provides a lot
of convenience and flexibility for every human activity. Every human being has enjoyed
the many benefits that have been produced by every technology with innovations that are
always evolving. In the current era, technology is a reference for every country so that it
can be considered a developed country. Meanwhile, a country that cannot adapt to
technology is considered a failed country (Alshaheen, 2018).
The development of applications by each service institution is the first step in the
development of information systems in the service, where the sending of population data
is an important means that aims to accelerate the service performance process. The
Population and Civil Registration Office (Disdukcapil) of Semarang Regency is one of
the implementers of public administration services in the Semarang Regency area. This
population service includes population registration and civil registration. Registration
includes the creation of Family Cards (KK), Electronic Identity Cards (KTP-EL), moving
letters, and Child Identity Cards (KIA), while civil registration includes making citations
Application of the Pieces Method in the Analysis and Evaluation of Satisfaction Levels in
SMARD Applications
Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2024 5599
of birth certificates, citations of death certificates, citations of divorce certificates,
recording of child recognition and legalization of children, recording of name changes,
and recording of changes in nationality (Alshaheen, 2018).
The Population and Civil Registration Office has created an application innovation
that can facilitate the sending of data and files from villages, sub-districts, and offices.
SMARD is an application from the Capil Office formed by the Capil Office Information
System section team. SMARD was originally an application used by villages and sub-
districts to the Civil Service Office, but now SMARD has been developed into a service
application from each village which will later be directed by village officials to operators
from each sub-district and delivered directly to the district office. The apparatus from the
village is of course not as long as it is appointed which must meet the criteria and later
will be chosen by the regent, while the sub-district operator is selected from the capital
office.
With the SMARD application that has been developed, of course, it is necessary to
identify problems to find out the satisfaction of operator users and the efficiency of the
SMARD application. One of the methods that can be used to evaluate is to use the
PIECES method which has variables, namely performance, information, economics,
control, efficiency, and service (Aggelidis & Chatzoglou, 2012). By conducting an
analysis using the PIECES method, it is hoped that it can provide an assessment of the
application of SMARD, and it is hoped that it can be a reference for continuous
development (Arvianto, 2023). The SMARD application itself has had several
complaints over the past 1 year that have made users troublesome, complaints that often
occur include bugs in the application, difficulty connecting databases, and database
errors.
The purpose of this study is to evaluate the level of user satisfaction and efficiency
of the SMARD application. This study will discuss what are the problems that often occur
in the use of the SMARD application and also user satisfaction from the variables
Performance, Information, Data, Economy, Control, Efficiency, and Service of the
SMARD application
PIECES evaluation is a framework developed by James Weatherby to analyze both
manual and computerized systems (Brown, 2023). By using PIECES as a system analysis
tool (Putri & Indriyanti, 2021), a detailed and comprehensive system will receive special
attention, so that the strengths and weaknesses of the system can be known to later be
used as a reference for the company's future progress.
The PIECES framework has six categories in calculation and problem-solving, namely
Performance, Information and Data, Economics, Control and Security, Efficiency, and
Service (Fahmi, Zulkieflimansyah, & Esabella, 2022). This variable will be used to find
out the problems that occur in the application.
Krisnantia Putra Setyawan, Frederik Samuel Papilaya
Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2024 5600
Method
This study uses a data collection methodology and data analysis method, the results
of data collection, then the data obtained will be analyzed, to present the data or
information needed to overcome the problems and shortcomings in this research.
Figure 1. Research Stages
The stages of research carried out as shown in the example image above start from
collecting data from each sub-district and civil registry office regarding problems that
often occur when operating the SMARD application. Next is the data analysis process
where the data from the survey results will later be processed by the PIECES Framework
(Arfian, Yana, Sulaiman, & Astrilyana, 2022), then the results of the data analysis will be
presented in the form of information on what problems often occur from each sub-district
and population and civil registry office.
There are 3 data collection methods used in this study, namely observation,
interviews, and questionnaires. Observation is a method of collecting data by observing
directly in the field (Apriliawati, Irawati, & Styati, 2020). This study conducts
observations and surveys by paying attention to and following every technological
guidance carried out in each sub-district (Ranjan & Vinayak, 2020), accompanied by
recording the necessary data. Interviews for data collection regarding the system and
database used were conducted directly with resource persons who understood the
SMARD application, as well as discussing problems that often occurred and also
solutions for the development of the SMARD application. Furthermore, a questionnaire
will be shared where each question containing the PIECES domain will be shared to get
more valid data (Putra, 2018).
The method used in this study uses the PIECES method because, in the PIECES
analysis, there is a framework to classify problems or problems based on performance,
information, economics, control, efficiency, and service (Muliansah & Budihartanti,
2020). The data used in data collection uses a Likert scale which is to measure the
perception or level of satisfaction about the condition of the application. Later the score
selection will be rated as follows:
Table 1
Likert Scale
Data Collection
Data Analysis
Data Presentation
Application of the Pieces Method in the Analysis and Evaluation of Satisfaction Levels in
SMARD Applications
Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2024 5601
Answer
Criterion
Score
Highly satisfied
SP
5
Agree Satisfied
P
4
Enough
C
3
Dissatisfied
TP
2
Very Dissatisfied
STEP
1
The research in analyzing the use of SMARD applications uses the PIECES
method. The researcher chose this method as a data analysis technique to measure the
level of satisfaction which has six variables. Performance on this variable is analyzed to
find out how the application system performs. The information on this variable is
analyzed to find out how much and how the information has been obtained. Economics
on this variable is an analysis carried out to find out whether the quality of service is
proportional to the cost or tariff incurred for application development. Control and
Security variables are used to analyze and later be able to find out the level of difficulty
and security when using the application. Efficiency is an analysis that is carried out to
find out whether the variable is efficient or not with a small input can produce a
satisfactory output. The last is the service where continua will be analyzed, this is done
to find out how the service is carried out to find out how the service is provided and
problems or service disruptions.
To get the average satisfaction level of SMARD application users, you can use the
formula (Ledro, Nosella, & Vinelli, 2022):
𝑅𝐾 =
𝐽𝑆𝐾
𝐽𝐾
Where:
RK = Average satisfaction
JSK = Total Score from the questionnaire
JK = Number of questionnaires
In PIECES, there are 6 variables including Performance, Information, Economy,
Control, Efficiency, and Service. The following are the variable tables and the
characteristics of the PIECES method:
Table 2
Number of Questions for Each Variable
Variable
Performance
Information
Economy
Control
Efficacy
Service
Krisnantia Putra Setyawan, Frederik Samuel Papilaya
Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2024 5602
In determining the level of satisfaction analysis, it is necessary to calculate the
average score of each questionnaire that has been prepared. Therefore, the model created
by Kaplan and Norton [13] was used. It can be seen in the table below:
Table 3
Assessment Characteristics
Scale
Valuation
4.92 – 5
Highly satisfied
3.4 – 4.91
Satisfied
2.6 – 3.39
Enough
1.8 – 2.59
Dissatisfied
1 – 1.79
Very Dissatisfied
Results and Discussion
Based on the results of the questionnaire adapted to the users of the analysis
application in measuring user satisfaction with the SMARD application, it can be
measured using the Likert scale to determine the level of satisfaction with the SMARD
application. The following are the results of the analysis of user satisfaction reduction
data on the SMARD application using the PIECES method:
Performance
Table 4. Performance Indicators
It
Question
Respondents
SP
P
C
TP
ST
EP
1
SMARD Information System is very accessible to users
12
18
2
The performance of the SMARD information system
has been running stably
2
21
7
3
The time used when processing data to produce
information has been done quickly
8
22
4
The amount of data that can be processed by the
SMARD information system in a unit of time is by
expectations.
15
8
7
Sum:
22
76
15
7
𝑅𝐾 =
(
22 ∗ 5
)
+
(
76 ∗ 4
)
+
(
15 ∗ 3
)
+
(
7 ∗ 2
)
+ (0 ∗ 1)
22 + 76 + 15 + 7
= 3.94
Based on the results of the calculation of the average satisfaction level obtained,
the value is 3.94 on the Performance variable. User satisfaction means that it can be said
to be SATISFIED. We can conclude that the quality of performance provided by the
SMARD application still plays a good role.
Information and Data
Application of the Pieces Method in the Analysis and Evaluation of Satisfaction Levels in
SMARD Applications
Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2024 5603
Table 5
Information and Data Indicators
It
Question
Respondents
SP
P
C
TP
ST
EP
1
The SMARD Information System
cannot store the same data,
resulting in duplication
1
25
4
2
Data containing errors or incorrect
data cannot be stored by the
SMARD information system
16
14
Sum:
17
39
4
𝑅𝐾 =
(
17 ∗ 5
)
+
(
39 ∗ 4
)
+
(
4 ∗ 3
)
+
(
0 ∗ 2
)
+ (0 ∗ 1)
17 + 39 + 4
= 4.21
Based on the results of the calculation of the average satisfaction level obtained,
the value is 4.21 in the Information and Data variable. User satisfaction means that it can
be said to be SATISFIED. We can conclude that the information and data presented by
the SMARD application can be well received.
Economy
Table 6
Economy Indicators
It
Question
Respondents
SP
P
C
TP
STE
P
1
At the time of the construction and
implementation of the SMARD
information system, the costs incurred
by the company were quite high.
26
4
2
There have been significant changes in
terms of development and growth with
the SMARD information system
9
21
Sum:
9
47
4
𝑅𝐾 =
(
9 ∗ 5
)
+
(
47 ∗ 4
)
+
(
4 ∗ 3
)
+
(
0 ∗ 2
)
+ (0 ∗ 1)
9 + 47 + 4
= 4.08
Based on the results of the calculation, the average satisfaction level obtained is
4.08 on the Economy variable. User satisfaction means that it can be said to be
SATISFIED. We can conclude that the economy used can be said to be appropriate and
feasible with the costs incurred.
Control and Security
Krisnantia Putra Setyawan, Frederik Samuel Papilaya
Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2024 5604
Table 7
Control and Security Indicators
It
Question
Respondents
SP
P
C
TP
STE
P
1
The form of security contained in the
SMARD information system can protect
data or information from various forms of
fraud or crime.
6
18
6
2
The security system in the information
system is good.
6
19
5
3
Storage media can organize data well
1
26
3
Sum:
13
63
14
𝑅𝐾 =
(
13 ∗ 5
)
+
(
63 ∗ 4
)
+
(
14 ∗ 3
)
+
(
0 ∗ 2
)
+ (0 ∗ 1)
13 + 63 + 14
= 3.98
Based on the results of the calculation, the average satisfaction level obtained is
3.98 on the Control and Security variables. User satisfaction means that it can be said to
be SATISFIED. We can conclude that the quality of security and control provided by the
SMARD application is good.
Efficiency
Table 8
Efficiency Indicator
It
Question
Respondents
SP
P
C
TP
STE
P
1
The system used now is easier for users
both in terms of cost and time
23
7
2
In operating the system on the daily
SMARD activity, the system can avoid
the corresponding output.
21
9
Sum:
23
28
9
𝑅𝐾 =
(
23 ∗ 5
)
+
(
28 ∗ 4
)
+
(
0 ∗ 3
)
+
(
9 ∗ 2
)
+ (0 ∗ 1)
23 + 28 + 9
= 4.08
Based on the results of the calculation of the average satisfaction level obtained, the
value is 4.08 on the Efficiency variable. User satisfaction means that it can be said to be
Application of the Pieces Method in the Analysis and Evaluation of Satisfaction Levels in
SMARD Applications
Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2024 5605
SATISFIED. We can conclude that although the system sometimes does not produce the
appropriate output, the user of the SMARD application can still receive it well.
Service
Table 9
Service Indicators
It
Question
Respondents
SP
P
C
TP
STE
P
1
SMARD Information System is easy to
use
3
27
2
SMARD Information System is flexible
when used for new situations
28
2
3
SMARD Information System can be
flexibly changed
1
29
4
SMARD Information System can
provide you with satisfaction as a user to
upload and receive information
20
10
Sum:
4
104
12
𝑅𝐾 =
(
4 ∗ 5
)
+
(
104 ∗ 4
)
+
(
12 ∗ 3
)
+
(
0 ∗ 2
)
+ (0 ∗ 1)
4 + 104 + 12
= 3.93
Based on the results of the calculation, the average satisfaction level obtained is
3.93 on the Service variable. User satisfaction means that it can be said to be SATISFIED.
We can conclude that the quality of service provided by the SMARD application
development team can be said to be good.
Table 10
Overall Average of PIECES Variable Values
Variable
Average Score
Performance
3.94
Information and Data
4.21
Economy
4.08
Control and Security
3.98
Efficiency
4.08
Service
3.93
Average Amount
4.03
Based on the calculation using the Likert scale on each variable Performance,
Information, and Data, Economy, Control and Security, Efficiency, Service, the average
Krisnantia Putra Setyawan, Frederik Samuel Papilaya
Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2024 5606
number of user satisfaction levels with a value of 4.03 is obtained, then it can be
concluded that the user satisfaction level of the SMARD application is included in the
SATISFIED category.
Conclusion
From the research that has been carried out by looking for the results of calculations
and data analysis using the PIECES method, it can be concluded that the SMARD
application used by users such as employees can be satisfied with an average score of
4.03. This result shows that users of the SMARD application can be said to be satisfied
with the performance of the system that has been developed so far. Overall, this study can
show which variables must be further developed and improved such as Performance,
Service, and Control and Security where the average value of each of these variables is
below 4.00, this result can also be an aspect for SMARD application developers to be
improved and developed again. Of course, this is expected to provide a deeper
understanding and tell you about Performance, Information and Data, Economy, Control
and Security, Efficiency, and Service from the SMARD application. With this demikin,
this research can make a meaningful contribution to the SMARD application system and
is expected to be a reference for future studies as well as for interested parties in the
development of the SMARD application system.
Application of the Pieces Method in the Analysis and Evaluation of Satisfaction Levels in
SMARD Applications
Indonesian Journal of Social Technology, Vol. 5, No. 12, December 2024 5607
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