Enhancing Sustainable Service Quality Based on QR-Codes: A Case Study at The Archives Unit of Universitas Negeri Semarang

Abstract

Abstract

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Digital transformation has emerged as a primary catalyst in promoting economic, environmental, and social sustainability. One potential form of digital innovation is the use of Quick Response Codes (QR-Code) in institutional services, including in the field of archives. The objective of this study is to analyze the effect of QR-Code utilization on the quality of sustainable services at the Archives Unit of Universitas Negeri Semarang. The research method utilizes a quantitative approach with Partial Least Squares (SmartPLS) analysis techniques. The findings indicate that attitude exerts a substantial influence on intention to use, and intention to use, in turn, demonstrates a notable impact on QR-code utilization. Furthermore, the variables Perceived Information Quality, Perceived System Quality, and Perceived Usefulness have been demonstrated to exert a significant influence on the formation of attitudes and usage intentions. Conversely, Perceived Ease of Use and Perceived Interactivity exhibit no substantial impact on attitudes or QR-Code utilization. A notable finding is that the implementation of QR codes has a positive effect on sustainable service quality, as evidenced by improvements in time efficiency, cost savings, and paper reduction. This study corroborates the notion that the integration of QR codes can serve as a digital service innovation strategy, thereby facilitating the realization of sustainable development goals within the higher education sector.