An empirical investigation of enterprise system user satisfaction antecedents in Jordanian commercial banks

• Published in: Cogent business & management Vol. 8; no. 1; pp. 1 - 16
• Main Authors: Al-Okaily, Manaf, Teoh, Ai Ping, Al-Mawali, Hamzah, Zaidan, Hala
• Format: Journal Article
• Language: English
• Published: Abingdon Taylor & Francis 2021; Cogent; Taylor & Francis Ltd; Taylor & Francis Group
• Subjects: Commercial banks; enterprise resource planning; enterprise resourceplanning; enterprise systems; Information system success model; Quality of service; User satisfaction; Jordan (country)
• ISSN: 2331-1975; 2331-1975
• DOI: 10.1080/23311975.2021.1918847

One substantial issue that is still unexplored enough in the academic literature is user satisfaction antecedents in the Enterprise System (ES) domain. To address this issue, this paper draws upon the Information System Success Model (ISSM) to explore the influence of system quality, information quality, and service quality on both perceived usefulness and user satisfaction, as well as the influence of perceived usefulness on user satisfaction. This research was done using a cross-sectional survey of ES users in Jordanian commercial banks. In total, 208 usable responses were analysed via Smart-PLS software. The empirical findings found substantial and significant support for all model propositions except for the relationship between service quality and user satisfaction, which was insignificant. This research is the first of its kind to test the factors that impact ES user satisfaction in Jordan. It is also among the first works that tested the factors that determine user satisfaction using ISSM for mandatory systems instead of voluntary systems. Finally, our findings offer policymakers and practitioners of Jordanian commercial banks insight into the factors that determine user satisfaction, thereby improving the effectiveness of these complex systems.