Usability Builds Employee Trust: Internal Digital Marketing and Security of Embassy Archives
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Abstract
Organisations increasingly run daily work through their own digital platforms, yet little evidence shows how the quality of these platforms affects employees’ experience, engagement and trust. This study looks at SI-ADEK, an intranet-based application that an Indonesian diplomatic mission uses to digitise its economic archives. Using an explanatory quantitative design, it retheorises the three dimensions of WebQual 4.0 as drivers of human resource technology outcomes: usability quality as Employee Experience, information quality as Digital Engagement, and service interaction quality as System Trust. All 45 employees took part in a census. They completed standardised task scenarios and then a 15-item questionnaire, and we analysed the answers with partial least squares structural equation modelling. The measurement model passed the reliability and validity criteria. Employee Experience had a positive and significant effect on System Trust. Digital Engagement had a positive but non-significant effect. Together they explained 61.8% of the variance in System Trust. Through Herzberg’s two-factor theory, information quality looks like a hygiene factor, not a trust-building motivator. In a mandatory, closed intranet, usability builds trust, so organisations should invest in it first.
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