As previous literature on the effect of controls usage on the outcome of controls (controls effectiveness) are rare, this study intends to use controls framework to explain controls effectiveness as HIS (hotel information system) quality and user satisfaction. The purpose of our study is understanding of the critical role of security controls on qualities perceived by hotel employees and the satisfaction of hotel employees using HIS based on controls framework perspective. The research model was tested using a sample of 583 respondents who have worked with HIS. General controls directly and indirectly contribute to the improvement of the satisfaction of hotel employees through their effects on qualities, while application controls indirectly affect satisfaction. Although general controls affect information and system quality, application controls influence information and service quality. The findings provide insights to the hotel industry by building a basis for designing different level for general and application controls.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.