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

DOI

10.2991/978-94-6239-709-5_96How to use a DOI?

Keywords

Digital HR; Service Quality; Job Satisfaction; Employee Perfomance; e-HRM

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 < 0.001) and employee performance (β = 0.41, p < 0.001). Job satisfaction partially mediates this relationship (indirect β = 0.24, p < 0.001). Moderation analysis reveals that mobile-first orientation strengthens the effect of digital service quality on performance, while collectivistic culture slightly reduces this effect. These findings confirm that digital HR service quality influences outcomes through two mechanisms: operational efficiency and improved psychological states among employees. Practically, organizations should prioritize userfriendly, secure, and contextually relevant digital HR service designs. Theoretically, this study contributes to the e-HRM literature by demonstrating that digital service quality is a multidimensional construct with strategic implications for employee motivation and productivity.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Muhammad Dedy Miswar
AU  - dan Mursalim Nohong
PY  - 2026
DA  - 2026/06/20
TI  - Examining How Digital Service Quality Affects Employee Performance and Job Satisfaction in HR Management
BT  - Proceedings of the 10th International Conference on Accounting, Management, and Economics (10th ICAME 2025)
PB  - Atlantis Press
SP  - 1384
EP  - 1397
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6239-709-5_96
DO  - 10.2991/978-94-6239-709-5_96
ID  - Miswar2026
ER  -