From Digital Engagement to Social Welfare: Measuring the Impact of the mSmart Application in a Developing Region

Abstract

The mSmart platform, introduced as a pilot initiative in Labuan Bajo, Indonesia, was developed to strengthen community participation in local digital services. This study explores the extent to which the application delivers social value to its users and the broader community. Guided by the Information Systems Success Model (ISSM) and the WebQual framework, the research focuses on three main factors: System quality, user satisfaction, and continued usage. Data were collected from 119 respondents, representing residents, micro-enterprise owners, and local farmers groups considered as the primary stakeholders. The analysis, conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM), confirmed that the measurement model achieved high validity and reliability (loadings above 0.80, AVE exceeding 0.50, and composite reliability over 0.90). Results from the structural model indicate that Use Intention has a notable positive effect on Net Benefit (β = 0.53, f² = 0.45, R² = 0.65), with predictive relevance supported (Q² = 0.365). Overall, the findings suggest that consistent platform use improves service quality perceptions, builds trust, and encourages digital engagement, contributing to SDG 11 and SDG 8 in the local context.