Cross Sectional Study on Information System Facilities on End-User Satisfaction: Study at Retail in Bandung
DOI:
https://doi.org/10.55208/ebmtj.v1i1.81Keywords:
Information System, Facilities, User SatisfactionAbstract
This study explores the impact of information system facilities on end-user satisfaction in the retail sector in Bandung. The researchers adopted a survey approach and collected data from 93 employees working in the retail sector—the research instrument was distributed through a Google Form. The study's prediction model used structural equation modeling (SEM-PLS), and the results of validity and reliability tests of the research constructs met the criteria for validity and reliability. The prediction results reveal that information system facilities significantly influence the perceived ease of use and usefulness. However, they have a different impact on end-user satisfaction. The study's implications indicate that the ease of use of the information system plays a crucial role. When the system is easy to use, with an intuitive user interface and clear operational procedures, employees will be satisfied with operating the system. However, satisfaction is limited to ease of use and is not directly linked to the perceived benefits of employees.
References
Aldholay, A. H., Isaac, O., Abdullah, Z., & Ramayah, T. (2018). The role of transformational leadership as a mediating variable in DeLone and McLean information system success model: The context of online learning usage in Yemen. Telematics and Informatics, 35(5), 1421-1437. https://doi.org/10.1016/j.tele.2018.03.012
Antoni, D., Jie, F., & Abareshi, A. (2020). Critical factors in information technology capability for enhancing firm's environmental performance: case of Indonesian ICT sector. International Journal of Agile Systems and Management, 13(2), 159-181. https://doi.org/10.1504/IJASM.2020.107907
Aydiner, A. S., Tatoglu, E., Bayraktar, E., & Zaim, S. (2019). Information system capabilities and firm performance: Opening the black box through decision-making performance and business-process performance. International Journal of Information Management, 47, 168-182. https://doi.org/10.1016/j.ijinfomgt.2018.12.015
Ajzen, I. (1991). The theory of planned behavior. Organizational behavior and human decision processes, 50(2), 179-211. https://doi.org/10.1016/0749-5978(91)90020-T
Chae, H. C., Koh, C. E., & Park, K. O. (2018). Information technology capability and firm performance: Role of industry. Information & Management, 55(5), 525-546. https://doi.org/10.1016/j.im.2017.10.001
Chege, S. M., Wang, D., & Suntu, S. L. (2020). Impact of information technology innovation on firm performance in Kenya. Information Technology for Development, 26(2), 316345. https://doi.org/10.1080/02681102.2019.1573717
Chin, W. W., & Lee, M. K. (2000, December). On the formation of end-user computing satisfaction: a proposed model and measurement instrument. In International Conference on Information Systems. Proceedings of the twenty first international conference on Information systems. Brisbane (Vol. 553, p. 563).
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340. https://doi.org/10.2307/249008
Doll, W. J., & Torkzadeh, G. (1988). The measurement of end-user computing satisfaction. MIS quarterly, 259-274. https://doi.org/10.2307/248851
Duplaga, M., & Turosz, N. (2022). User satisfaction and the readiness-to-use e-health applications in the future in Polish society in the early phase of the COVID-19 pandemic: A cross-sectional study. International Journal of Medical Informatics, 168, 104904. https://doi.org/10.1016/j.ijmedinf.2022.104904
Hutahayan, B. (2020). The mediating role of human capital and management accounting information system in the relationship between innovation strategy and internal process performance and the impact on corporate financial performance. Benchmarking: An International Journal, 27(4), 1289-1318. https://doi.org/10.1108/BIJ-02-2018-0034
Jahantigh, F. F., Habibi, A., & Sarafrazi, A. (2019). A conceptual framework for business intelligence critical success factors. International Journal of Business Information Systems, 30(1), 109-123. https://doi.org/10.1504/IJBIS.2019.097058
Kareem, H. M., Dauwed, M., Meri, A., Jarrar, M. T., Al-Bsheish, M., & Aldujaili, A. A. (2021). The role of accounting information system and knowledge management to enhancing organizational performance in Iraqi SMEs. Sustainability, 13(22), 12706. https://doi.org/10.3390/su132212706
Kock, N. (2018). Minimum sample size estimation in PLS-SEM: an application in tourism and hospitality research. In Applying partial least squares in tourism and hospitality research (pp. 1-16). Emerald Publishing Limited. https://doi.org/10.1108/978-1-78756699-620181001
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64, 101487. https://doi.org/10.1016/j.techsoc.2020.101487
Li, H. (2021). Optimization of the enterprise human resource management information system based on the internet of things. Complexity, 2021, 1-12. https://doi.org/10.1155/2021/5592850
Mehmood, T. (2021). Does information technology competencies and fleet management practices lead to effective service delivery? Empirical evidence from E-commerce industry. International Journal of Technology, Innovation and Management (IJTIM), 1(2), 14-41. https://doi.org/10.54489/ijtim.v1i2.26
Mirzaee, S., & Ghaffari, A. (2018). Investigating the impact of information systems on knowledge sharing. Journal of Knowledge Management, 22(3), 501-520. https://doi.org/10.1108/JKM-08-2017-0371
Mukonza, C., & Swarts, I. (2020). The influence of green marketing strategies on business performance and corporate image in the retail sector. Business strategy and the Environment, 29(3), 838-845. https://doi.org/10.1002/bse.2401
Müller, O., Fay, M., & Vom Brocke, J. (2018). The effect of big data and analytics on firm performance: An econometric analysis considering industry characteristics. Journal of Management Information Systems, 35(2), 488-509. https://doi.org/10.1080/07421222.2018.1451955
Okwu, M. O., & Tartibu, L. K. (2020). Sustainable supplier selection in the retail industry: A TOPSIS-and ANFIS-based evaluating methodology. International journal of engineering business management, 12, 1847979019899542. https://doi.org/10.1177/1847979019899542
Panigrahi, S. K., Kar, F. W., Fen, T. A., Hoe, L. K., & Wong, M. (2018). A strategic initiative for successful reverse logistics management in retail industry. Global Business Review, 19(3_suppl), S151-S175. https://doi.org/10.1177/0972150918758096
Pantano, E., & Vannucci, V. (2019). Who is innovating? An exploratory research of digital technologies diffusion in retail industry. Journal of Retailing and Consumer Services, 49, 297-304. https://doi.org/10.1016/j.jretconser.2019.01.019
Pantano, E., Pedeliento, G., & Christodoulides, G. (2022). A strategic framework for technological innovations in support of the customer experience: A focus on luxury etailers. Journal of Retailing and Consumer Services, 66, 102959. https://doi.org/10.1016/j.jretconser.2022.102959
Prasetyo, Y. T., Tanto, H., Mariyanto, M., Hanjaya, C., Young, M. N., Persada, S. F., ... & Redi, A. A. N. P. (2021). Factors affecting customer satisfaction and loyalty in online food delivery service during the COVID-19 pandemic: Its relation with open innovation. Journal of Open Innovation: Technology, Market, and Complexity, 7(1), 76. https://doi.org/10.3390/joitmc7010076
Rainer, R. K., & Prince, B. (2022). Introduction to information systems: Supporting and transforming business. John Wiley & Sons: Hoboken, New Jersey.
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal, 32(6), 1443-1466. https://doi.org/10.1108/TQM-02-2020-0019
Sebetci, Ö. (2018). Enhancing end-user satisfaction through technology compatibility: An assessment on health information system. Health Policy and Technology, 7(3), 265-274. https://doi.org/10.1016/j.hlpt.2018.06.001
Sidharta, I., & Suzanto, B. (2015). Pengaruh Kepuasan Transaksi Online Shopping Dan Kepercayaan Konsumen Terhadap Sikap Serta Perilaku Konsumen Pada E-Commerce. Jurnal Computech & Bisnis (e-Journal), 9(1), 23–36.
Sidharta, I., & Rahmahwati, R. (2014). Pengukuran Persepsi Manfaat Dan Persepsi Kemudahan Terhadap Sikap Serta Dampaknya Atas Penggunaan Ulang Online Shopphing Pada E-Commerce. Jurnal Computech & Bisnis (e-Journal), 8(2), 92–100. Retrieved from https://jurnal.stmik-mi.ac.id/index.php/jcb/article/view/172
Downloads
Additional Files
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
