Empirical Software Metrics Framework for Evaluating Operational Efficiency and Service Quality in Digital MSME Systems

Abstract

Digital transformation has become essential for Micro, Small, and Medium Enterprises (MSMEs) to improve operational efficiency and service quality; however, existing studies on digital laundry information systems mainly focus on system development and implementation, with limited attention to objective software evaluation using empirical software engineering approaches. To address this gap, this study proposes an Empirical Software Metrics Framework to evaluate a digital laundry information system using 300 real operational transaction records collected from an MSME environment. The framework integrates four software quality dimensions—performance, quality, productivity, and usability—supported by statistical validation and correlation analysis to provide a comprehensive assessment of software effectiveness. The results show an average Processing Time of 17.98 minutes, Queue Time of 8.13 minutes, and an Error Rate of 7.33%. A before-and-after analysis revealed a 19.42% reduction in Processing Time, while an Independent Sample T-Test confirmed statistically significant improvement (p < 0.001). These findings demonstrate that the proposed framework provides a comprehensive, data-driven, and evidence-based approach for evaluating software performance and can serve as a practical reference for improving MSME information systems beyond conventional functional testing.