Human Resource Information System of Urdaneta City University: An Assessment Towards its Enhanced Service Delivery

Abstract

Higher education institutions increasingly rely on digital platforms such as the Human Resource Information System (HRIS) to streamline personnel administration and improve service delivery. This study assessed the HRIS of Urdaneta City University using the system quality, information quality, and service quality dimensions of the DeLone and McLean updated information system success model. System quality focused on reliability, ease of use, and accessibility; information quality covered completeness of content, ease of understanding, and timeliness; and service quality examined responsiveness, empathy, and assurance. The problems encountered by HRIS users were also identified. A cross-sectional descriptive survey design was employed. A researcher-made questionnaire based on the DeLone and McLean quality constructs was content-validated by an expert reviewer from the University’s Human Capital Management Office. Since no coefficient of internal consistency was obtained, assessment results were reported as item-level descriptive summaries rather than validated scale scores. It was administered face-to-face to employees of Urdaneta City University; 390 questionnaires were completed, and a frequency-of-use filter retained 366 actual users for the assessment items. Data were treated using frequencies, percentages, and weighted means. Respondents assessed the HRIS positively, with overall weighted means of 3.50 for system quality, 3.46 for service quality, and 3.47 for information quality, all interpreted as agree. However, weak internet connection and information and communication technology (ICT) infrastructure, slow processing of online services, and limited security and privacy safeguards emerged as common problems. Ratings across all twelve indicators fell within a narrow band (3.43–3.54), indicating uniformly favorable perceptions. The HRIS of Urdaneta City University is perceived as reliable, easy to use, and responsive to employee needs. The University should continue improving ICT infrastructure, security features, and employee digital skills. These conclusions describe perceived system quality within a single institution and should not be interpreted as establishing causal effects of HRIS on service delivery.