Information System Satisfaction
Abstract
Customer Information System (CIS) is a system used by an organization to assist employees to obtain customer information efficiently.
The users’ satisfaction with the system will lead to improvement in task productivity and allow the employees to fully utilize the system.
This study examined the relationship between users’ satisfaction factors towards task productivity of CIS implementation and how training moderate this relationship.
A total of 149 respondents which consist of call centre employees in Klang Valley responded to the questionnaire given.
The finding revealed all three factors (Ease of Use, Content, and Format) has a significant relationship towards task productivity of CIS.
The results also indicate training significantly moderate the relationship between ease of use in CIS and task productivity however, it does not moderates the relationship between user satisfaction (Content and Format) and task productivity.
Suggestion for future studies also presented on this paper.
Discussion
This study presents the user satisfaction based on the EUCS success model, which captures the multidimensional and interdependent nature of customer information system success.
The results indicate that ease of use, content and format are valid measures of customer information system success.
Apart from the link from system satisfaction, the hypothesized relationships between the three success variables were significantly supported with the relation of employees’ task productivity.
On the other hand, the findings conclude that training did moderates the relationship between Ease of Use and Task productivity.
But yet, it does not moderate the relationship between content and format satisfaction towards employees task productivity.
This research provides several important implications for customer information system success research and management.
The findings clearly indicate that the total effects of ease of use are substantially greater than those of system format and content.
In order to increase employees’ task productivity, management needs to cultivate a quality CIS system with good quality of content, format of data and a system that is easy to use.
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