End User Satisfaction and Individual Performance Assessments in e-Procurement Systems

Abstract

Abstract-End-user satisfaction and individual performance have been identified by many researchers as critical determinants of the success of information systems. As an escalating number of organizations now utilize e-procurement systems, there is a desire to understand their effect on individual end-user's performance. Therefore, this research attempts to empirically examine a framework identifying the relationships between end-user satisfaction, and individual end-user performance, in addition to assessing the impact of three proposed antecedents of end-user satisfaction: processing, content and usability. Data gathered from 432 end-users of ePerolehan system in the Malaysian government agencies were utilized to examine the relationships proposed in the framework using the Partial least square (PLS) approach. The findings provide strong support for our model. Our results indicate three factors processing, content and usability significantly affect end-user satisfaction, while the higher levels of end-user satisfaction leads to improved individual performance.Index Terms-E-procurement, user satisfaction, individual performance. I. INTRODUCTIONMost organizations regardless whether they are private or public sector are now using information system (IS), particularly the Internet. As such both these sectors have become IT-enabled. One of the IT enabled system is the e-Procurement system. Many organizations are using e-Procurement. The same can be said for government e-Procurement. Goldfinch [1] points out that the chance to succeed in e-Government projects is only 30%. The same percentage is applicable to the government e-Procurement system as part of the integral component of e-Government project [2]. As such, Government needs to evaluate the success factors that can assist them to successfully perform government projects. Most of government projects are highly scaled and costly, thus successful implementation of the government e-procurement systems is essential.The IS literature considers a system to be effective or successful when it encompasses return on investment, elevates organizational productivity, improves outcome Manuscript received July 22, 2014; revised September 10, 2014. The authors are with the Department of Operations and Management Information System, Faculty of Business and Accountancy, University of Malaya, 50603 Kuala Lumpur, Malaysia (e-mail: manals@gmail.com, ainins@um.edu.my, akmasalleh@um.edu.my) quality, increases user satisfaction, and sustains use by organizational employees [3]. DeLone and McLean [4] propose an IS success model by distinguishing six dimensions of IS success, that include system quality, information quality, information use, user satisfaction, individual impact and organizational impact. For example, user satisfaction is found to be a crucial determinant of system success and effectiveness [4], [5].Therefore, success of a system is considered to be the extent to which a presented IS essentially makes a contribution to achieving business objectives [6]. Evaluating the ...

Training and management support as determinants of ERP success

“…Por outro lado, utilizadores satisfeitos levam os utilizadores a um nível de fidelização para com o uso do sistema mais elevado [17]. Diversos estudos empíricos evidenciam estes factos através do impacto da satisfação dos utilizadores na sua performance individual [61], [62]. De acordo com estes estudos formulamos as seguintes hipóteses: H6a -A satisfação dos utilizadores tem um impacto positivo na continuidade de uso dos ERP (USAT CONTU).…”

The Effect of Enterprise Crowdsourcing Systems on Employees’ Innovative Behavior and Job Performance

“…It includes factors such as productivity, work quality, improved job performance, and time save [21,39].The impact of IS on individual performance has been wellresearched. DeLone and McLean [20] state that user performance impact is a good sign that the given IS has provided the user a good knowledge of the decision context, has enhanced the user productivity, or has evolved his or her perception of the value or effectiveness of the IS [54].…”

“…ECS satisfaction. ECS satisfaction is measured using four-items scale adapted from [10,54]. Sample items included, "How do you feel about your overall experience of ECS use" and "My interaction with ECS system is satisfying".…”

Searching Success in a Successful IS Acquisition

“…Even user satisfaction is not a stable condition. The users need hints of future benefits to motivate them to use the system [41,43]. This is closely related to the usefulness of the IS [6,8,41].…”