An empirical investigation of enterprise system user satisfaction antecedents in Jordanian commercial banks

One substantial issue that is still unexplored enough in the academic literature is user satisfaction antecedents in the Enterprise System (ES) domain. To address this issue, this paper draws upon the Information System Success Model (ISSM) to explore the influence of system quality, information qua...

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Autores principales:	Aws Al-Okaily, Manaf Al-Okaily, Teoh Ai Ping, Hamzah Al-Mawali, Hala Zaidan
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2021
Materias:	information system success model enterprise systems enterprise resource planning user satisfaction Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/6e09b57d681e4d579e938b179003c825
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spelling	oai:doaj.org-article:6e09b57d681e4d579e938b179003c8252021-12-02T17:38:09ZAn empirical investigation of enterprise system user satisfaction antecedents in Jordanian commercial banks2331-197510.1080/23311975.2021.1918847https://doaj.org/article/6e09b57d681e4d579e938b179003c8252021-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2021.1918847https://doaj.org/toc/2331-1975One substantial issue that is still unexplored enough in the academic literature is user satisfaction antecedents in the Enterprise System (ES) domain. To address this issue, this paper draws upon the Information System Success Model (ISSM) to explore the influence of system quality, information quality, and service quality on both perceived usefulness and user satisfaction, as well as the influence of perceived usefulness on user satisfaction. This research was done using a cross-sectional survey of ES users in Jordanian commercial banks. In total, 208 usable responses were analysed via Smart-PLS software. The empirical findings found substantial and significant support for all model propositions except for the relationship between service quality and user satisfaction, which was insignificant. This research is the first of its kind to test the factors that impact ES user satisfaction in Jordan. It is also among the first works that tested the factors that determine user satisfaction using ISSM for mandatory systems instead of voluntary systems. Finally, our findings offer policymakers and practitioners of Jordanian commercial banks insight into the factors that determine user satisfaction, thereby improving the effectiveness of these complex systems.Aws Al-OkailyManaf Al-OkailyTeoh Ai PingHamzah Al-MawaliHala ZaidanTaylor & Francis Grouparticleinformation system success modelenterprise systemsenterprise resource planninguser satisfactionBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 8, Iss 1 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	information system success model enterprise systems enterprise resource planning user satisfaction Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	information system success model enterprise systems enterprise resource planning user satisfaction Business HF5001-6182 Management. Industrial management HD28-70 Aws Al-Okaily Manaf Al-Okaily Teoh Ai Ping Hamzah Al-Mawali Hala Zaidan An empirical investigation of enterprise system user satisfaction antecedents in Jordanian commercial banks
description	One substantial issue that is still unexplored enough in the academic literature is user satisfaction antecedents in the Enterprise System (ES) domain. To address this issue, this paper draws upon the Information System Success Model (ISSM) to explore the influence of system quality, information quality, and service quality on both perceived usefulness and user satisfaction, as well as the influence of perceived usefulness on user satisfaction. This research was done using a cross-sectional survey of ES users in Jordanian commercial banks. In total, 208 usable responses were analysed via Smart-PLS software. The empirical findings found substantial and significant support for all model propositions except for the relationship between service quality and user satisfaction, which was insignificant. This research is the first of its kind to test the factors that impact ES user satisfaction in Jordan. It is also among the first works that tested the factors that determine user satisfaction using ISSM for mandatory systems instead of voluntary systems. Finally, our findings offer policymakers and practitioners of Jordanian commercial banks insight into the factors that determine user satisfaction, thereby improving the effectiveness of these complex systems.
format	article
author	Aws Al-Okaily Manaf Al-Okaily Teoh Ai Ping Hamzah Al-Mawali Hala Zaidan
author_facet	Aws Al-Okaily Manaf Al-Okaily Teoh Ai Ping Hamzah Al-Mawali Hala Zaidan
author_sort	Aws Al-Okaily
title	An empirical investigation of enterprise system user satisfaction antecedents in Jordanian commercial banks
title_short	An empirical investigation of enterprise system user satisfaction antecedents in Jordanian commercial banks
title_full	An empirical investigation of enterprise system user satisfaction antecedents in Jordanian commercial banks
title_fullStr	An empirical investigation of enterprise system user satisfaction antecedents in Jordanian commercial banks
title_full_unstemmed	An empirical investigation of enterprise system user satisfaction antecedents in Jordanian commercial banks
title_sort	empirical investigation of enterprise system user satisfaction antecedents in jordanian commercial banks
publisher	Taylor & Francis Group
publishDate	2021
url	https://doaj.org/article/6e09b57d681e4d579e938b179003c825
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An empirical investigation of enterprise system user satisfaction antecedents in Jordanian commercial banks

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