Factors determining user satisfaction of internet usage among public sector employees in Yemen

Abstract

Internet technology has become an essential technological tool for individuals, organisations, and nations driving growth and prosperity. However, there are countries such as Yemen which have very low internet usage rates and which see little economic, social and cultural progress as a result. Therefore, this study has developed an integrated conceptual model based the DeLone and McLean information systems success model (DMISM), the unified theory of acceptance and use of technology (UTAUT) and task-technology fit (TTF) to predict the user satisfaction of internet. A survey questionnaire was used to collect primary data from 530 employees in all 30 government ministry institutions in Yemen. An analysis was conducted to examine the relationship between the variables of the proposed model, which includes initial exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation modelling (SEM) via AMOS. The results indicated that system quality, information quality, task quality, and social quality are the four key determinants of employee satisfaction related to internet usage. The theoretical and practical implications are also discussed in this study.O. Isaac et al.

Cloud-based accounting information systems usage and its impact on Jordanian SMEs’ performance: the post-COVID-19 perspective

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“…To measure behavioral intention, the scales from Venkatesh et al (2012) and Gefen et al (2003) were chosen. Finally, user satisfaction is measured by scales from Nguyen et al (2016) and Isaac et al (2018).…”

“…Thus, several empirical studies (Rahayu et al, 2019;Maillet et al, 2015;Zaied, 2015;Dalcher & Shine, 2003) put user satisfaction (US) as a dependent variable in the mandatory IS context of the public sector. US is defined as the degree to which users are satisfied with the decision to use the new technology because it meets their expectations (Isaac et al, 2018). US is one of the most widely used single measures of IS success to evaluate user response (DeLone & Mclean, 1992).…”

The analysis of customer satisfaction factors which influence chatbot acceptance in Indonesia

“…Meanwhile, others stated that perceived ease of use of any system could be more significant if the system perceived usefulness as well (Elkhani et al, 2014). Isaac et al (2016) performed a study on the relationship between perceived ease of use, perceived compatibility, and net benefits on an empirical study of internet usage among employees in Yemen and found that perceived compatibility was the prior factor when users used a system. Other research conducted by Hussain et al (2016) on perceived usefulness, perceived ease of use, and perceived enjoyment as drivers for the user acceptance of interactive mobile maps stated that users' acceptance of the interactive mobile maps was determined by three beliefs including perceived ease of use.…”