Confirmatory Factor Analysis of the End‐User Computing Satisfaction Instrument: Replication within an ERP Domain*

Somers, Toni M.; Nelson, Klara; Karimi, Jahangir

doi:10.1111/j.1540-5414.2003.02428.x

Cited by 162 publications

(122 citation statements)

References 62 publications

(102 reference statements)

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“…In fact, this model operationalizes customer satisfaction for e-banking as a multidimensional construct, which includes dimensions are content, accuracy, format, ease of use, timeliness and safety (See Figure 2). Notably, this model is rooted from user satisfaction literature, especially previous studies from Doll, Xia and Torkzadeh (1994), Ratnasingham (1998), McHaney, Hightower andPearson (2002) and Somers, Nelson and Karimi (2003). Customer satisfaction is performed a vital role for the e-banking context (Chen et al, 2012;Al-Hawari, 2014).…”

Section: Customer Satisfaction In E-bankingmentioning

confidence: 99%

Service Quality and Customer Satisfaction in the Electronic Banking

Tharanikaran¹,

Sritharan²,

Thusyanthy³

2017

IJBM

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The present study aims to assess the degree of service quality and customer satisfaction in the electronic banking context in Battticaloa district. To achieve these objectives a questionnaire was developed with item measures that capture the service quality and customer satisfaction constructs. In a study of 231 respondents (51 percent of response rate), unidimensionality, reliability and validity assessments were conducted to validate the key constructs and one sample t-test was performed to test the hypotheses. The results indicated that service quality and customer satisfaction were at high degree in the electronic banking in Battticaloa district. The findings of this study assist the bank managers, academics and practitioners to develop and implement service quality and customer satisfaction related strategies in the electronic banking. Further, this study makes a contribution to the existing literature by comprehensively examining the notions of service quality and customer satisfaction in the electronic banking.

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Section: Customer Satisfaction In E-bankingmentioning

confidence: 99%

Service Quality and Customer Satisfaction in the Electronic Banking

Tharanikaran¹,

Sritharan²,

Thusyanthy³

2017

IJBM

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“…They suggest that user satisfaction is a key predecessor to ERP systems' ultimate success. Furthermore, satisfaction with ERP system had been used as a surrogate measure of ERP success and a requisite for the realization of benefits of ERP systems (Somers et al, 2003). Garača (2011) applied TAM to a model of ERP acceptance and found that perceived ease of use and perceived usefulness demonstrated significant effects of satisfaction with ERP system, which in turn demonstrated a significant impact on ERP acceptance and use.…”

Section: Satisfactionmentioning

confidence: 99%

“…Thus, ERP informativeness can be defined as the extent to which an ERP system provides its users with the information they need to complete their job activities. As noted earlier, businesses implement ERP systems not only to replace the fragmented legacy systems dispersed throughout their organizational units, but also to consolidate all business data from disconnected databases into a central database to improve delivery of critical information to users, improve data consistency, and increases visibility of corporate data (Ram et al, 2013;Somers, Nelson, & Karimi, 2003). Based on the notion that the need for information drives peoples' use of a technology (Alajmi et al, 2016), the extent to which an ERP system can fulfill the information needs of its users is critical to the success of an ERP system.…”

Section: Informativenessmentioning

confidence: 99%

“…ERP informativeness was measured by four items relating to the completeness, accuracy, format, and up-to-datedness of information obtained from the ERP system (Somers et al, 2003). A sample statement to measure informativeness is: "I believe that the information that I get from the ERP is complete".…”

Section: Measurementmentioning

confidence: 99%

“…Somers et al (2003) defined user satisfaction in information systems environments as the extent to which users believe that the system available to them meets their information requirements. McHaney, Hightower, and Pearson (2002) suggest that when a system meets information needs of its users, it strengthens satisfaction with the system and, conversely, users will be dissatisfied with the system if it does not provide the information they need.…”

Section: Informativenessmentioning

confidence: 99%

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Acceptance of ERP Systems: The Uses and Gratifications Theory Perspective

Hasan¹

2017

InformingSciJ

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Aim/PurposeThis study aims to provide a better understanding of individual acceptance of enterprise resource (ERP) systems. Based on the uses and gratifications theory (UGT) and informing science theory, the study developed and empirically tested a research model to explain the effects of ERP characteristics (specifically, informativeness and enjoyment) on ERP acceptance and use. Background Individual acceptance of ERP systems is crucial for achieving the benefits associated with ERP systems. Unfortunately, little research has focused on acceptance of ERP systems at the individual level. This study attempts to fill this void. Methodology A survey questionnaire was distributed to ERP users to collect data to empirically test the research model developed in this study. In addition to demographic and background information question, the survey contained instruments to measure the study variables. ContributionThe empirical results show that UGT provides a sound theoretical framework for explaining users' gratifications, attitudes, and behavioral intentions toward adopting and using an ERP. These results support the view that subsumes information systems and other fields that endeavor to inform their audience. Findings Individuals' perceptions of the informativeness and entertainment of ERP systems demonstrated strong direct effects on attitude toward using and satisfaction with ERP systems. In turn, satisfaction with ERP systems showed a direct significant impact on intention to use an ERP system. Recommendations for PractitionersMaintaining a favorable environment and designing training workshops that highlight the information and enjoyment aspects of an ERP can boost users' perceptions of ERP informativeness and enjoyment and, eventually, improve their attitude and satisfaction with an ERP. Recommendation for ResearchersResearchers should test the proposed research model with other types of ERP systems and in different environments to enhance the generalizability of the results to other systems and settings.

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The structure of Web‐based information systems satisfaction: Testing of competing models

Cheung¹,

Lee

2008

J. Am. Soc. Inf. Sci.

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User satisfaction has become one of the most important measures of the success or effectiveness of information systems (IS). In the current study, the dimensionality of Web-based information systems (WIS) satisfaction was first examined. Two composite latent variable models with factor-order structures were then empirically tested and compared to describe the relationships among observable variables concerned with WIS satisfaction. Using data from a sample of 515 university students, a third-order composite latent variable model was retained based on statistical and theoretical criteria. At the third-order level, WIS satisfaction is determined by two second-order constructs: Web information satisfaction and Web system satisfaction. Web information satisfaction is determined by understandability, reliability, and usefulness, while Web system satisfaction is determined by access, usability, and navigation. Overall, the model provides a good fit to the data and is theoretically valid, reflecting logical consistency. Implications of the current investigation for practice and research are provided. IntroductionUser satisfaction is one of the most important measures of the success or effectiveness of information systems (IS; DeLone & McLean, 1992Mahmood, Burn, Gemoets, & Jacquez, 2000;Rai, Lang, & Welker 2002;Seddon, Staples, Patnayakuni, & Bowtell, 1999;Zviran & Erlich, 2003;Zhang, Lee, Huang, Zhang, & Huang, 2005). During the proliferation of Web-based information systems (WIS), user satisfaction has emerged as particularly important evaluation criteria. Despite the rich literature that exists regarding end-user information satisfaction conducted in the traditional IS environment, very little is known about user satisfaction in the Web-based environment given the added dimensions that the Web provides. Users of traditional IS are mainly professionals in an organizational context, while typical WIS users are comprised of both professional and non-professional users in various contexts. These systems perform various functions to fulfill the needs of these two types of endusers, resulting in distinct forms of interactions between the information products generated from the systems and their consumers. Furthermore, the richness of information and the nature of unstructured and highly individually customizable interactions typically exhibited by WIS redefine the standard of user satisfaction in the Web environment. As a result, findings from prior studies on user satisfaction may not be valid in the context of WIS. There is a need to investigate the concept of user satisfaction in the Web environment.A typical research cycle for developing a standardized measurement instrument to measure a new construct involves two stages of investigation (McBrath, 1979). In the first stage, exploratory studies are performed with the aim to develop hypothesized measurement model(s) via the analysis of empirical data from a referent population. A common technique used in this stage is exploratory factor analysis. In the second stage of in...

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Confirmatory Factor Analysis of the End‐User Computing Satisfaction Instrument: Replication within an ERP Domain*

Cited by 162 publications

References 62 publications

Service Quality and Customer Satisfaction in the Electronic Banking

Service Quality and Customer Satisfaction in the Electronic Banking

Acceptance of ERP Systems: The Uses and Gratifications Theory Perspective

The structure of Web‐based information systems satisfaction: Testing of competing models

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