The Effect of Digital Literacy and Data Security Systems on Student Service Satisfaction Through CSIRT at Yogyakarta State University

This study aims to analyze the effect of digital literacy and data security systems on student service satisfaction and to examine the role of the Computer Security Incident Response Team (CSIRT) as a mediating variable in the digital services of Universitas Negeri Yogyakarta. The study used a quantitative approach with 200 active student respondents selected through purposive sampling. Data were collected using a Likert scale questionnaire and analyzed using PLS-SEM with SmartPLS 4.1.1.4. The results show that digital literacy does not significantly affect service satisfaction or the role of CSIRT. Conversely, data security systems significantly affect student service satisfaction and the role of CSIRT. The role of CSIRT was also found to have a significant effect on service satisfaction and to mediate the effect of data security systems on student satisfaction, but it did not mediate the effect of digital literacy. These findings have important theoretical implications for the DeLone and McLean IS Success Model by demonstrating that, in educational contexts, system quality (represented by data security) exerts a stronger influence on user satisfaction than individual capabilities (digital literacy), particularly when mediated by institutional support mechanisms (CSIRT). The practical implications emphasize that universities should prioritize strengthening data security infrastructure and optimizing CSIRT operational effectiveness as strategic approaches to enhancing student satisfaction with digital services, rather than focusing primarily on digital literacy training programs.