Examining the effects of system, metadata, and service quality on user satisfaction with the mediating role of usage: a case study of MyFoto

Multiple dimensions of digital photo archive system quality influence users’ experience and satisfaction in the public sector. This study examines the effects of system quality, metadata quality, and service quality on user satisfaction, with the mediating role of usage, in the context of MyFoto, a government digital photo archive managed by Jabatan Penerangan Malaysia (JAPEN). Grounded primarily in the DeLone and McLean IS Success Model (2003), this research conceptualizes metadata quality as a critical determinant of retrieval effectiveness in photo-centric archives. A quantitative approach is employed using a structured questionnaire administered to MyFoto users within the organizational environment of JAPEN. Data will be analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM) via SmartPLS to test both direct and mediating relationships among the constructs. The findings are expected to identify quality factors that significantly drive usage and user satisfaction, providing evidence-based insights to guide improvements in system performance, metadata governance, and service support within government visual archival systems.