Integrating ISSM and TTF to Evaluate Mandatory System Success: A Pathway to Paperless Sustainability

Background: Digital transformation toward paperless bureaucracy has become a strategic necessity for organizations seeking to reduce administrative risk and environmental impact, yet mandatory information systems are frequently evaluated using models that assume voluntary adoption. Objective: This study appraises the implementation success of a mandatory online Travel Management System (Surat Perjalanan Dinas/SPD) by combining the Information Systems Success Model (ISSM) with Task-Technology Fit (TTF), applying Partial Least Squares Structural Equation Modeling (PLS-SEM) to 109 users at PT XYZ. Methods: Every measurement item satisfied the requisite convergent validity, discriminant validity, and reliability thresholds before structural model testing. The findings establish that System Quality, Information Quality, and Service Quality jointly influence User Satisfaction, whereas Task Characteristics and Technology Characteristics strongly determine Task-Technology Fit (TTF). Results: As a primary finding, User Satisfaction does not significantly affect TTF, confirming that in a mandatory use environment, task-fit evaluation is based purely on objective feature capability rather than users' affective emotional bias. Ultimately, the achievement of Net Benefits is strongly predicted by TTF, confirming that bureaucratic efficiency can only be realized when technological functionality perfectly accommodates operational field demands. Conclusion: These findings extend ISSM-TTF theory to compulsory-use contexts and offer practical guidance for organizations pursuing paperless sustainability.