Grace Orlyn SITOMPUL 5th ISC – Oct 30-31, 2017 APIU Factors Affecting User Satisfaction In Business Organization As Perceived By Employees Grace Orlyn SITOMPUL 5th ISC – Oct 30-31, 2017 APIU

Background

Background Business organizations are becoming more knowledge-driven and technology-oriented. Technological advances have increasingly helped technology to improve productivity in workplaces (Payos & Zorilla, 2003). User satisfaction can be seen when the users do their best and support the work to achieve Organizational performance It can be argued that if the users are satisfied with the system, they may be inclined to improve their performance in the organization Therefore, my study focuses on User Satisfaction

Statement of the Problem In this time of technology oriented, business organizations have become dynamic and highly competitive. At the same time, management are demanding higher levels of quality products/services from business organizations In this context, it is pertinent that user satisfaction must be considered as an important factor to achieve Organizational goals

However, many user satisfaction studies have been done in developed countries, and findings of previous studies might not be applicable to developing countries such as Indonesia and the Philippines. This study focuses on factors affecting user satisfaction, such as organizational culture, top management support, technology adoption, technology ease of use, user knowledge, user skill, and user satisfaction Therefore, It can be argued that if the users are satisfied with the system, they may be inclined to improve their performance in the organization.

Research Questions: Do organizational variables affect technological variables? Do organizational variables affect user characteristics? Do technological variables affect user satisfaction? Do organizational variables affect user satisfaction? Do user characteristics affect user satisfaction?

Why User Satisfaction? In today’s globalized context, Employees are being considered as users who should know how to operate something such as a computer or other machine in doing his or her work. User satisfaction is about what people think and feel when using a new system or product and what their attitude will be regarding their thinking. If the user is satisfied, he or she will give his or her best contribution to the organization

Cont…. Xiao and Dasgupta (2002), user satisfaction indicates the reliability, aesthetics, usability, functionality, and appropriateness in using the system Other literature indicates that user satisfaction deals with the content of data and its clearness, the accuracy of the data, the properness of the format (in relation to the arrangement, layout, design, plan, and set-up), the system’s ease of use, and the timeliness.

Factors Affect User Satisfaction Organizational Variables Organizational Culture Top Management Support Technology Ease of Use Technology Adoption User Characteristics User Knowledge User Skill

Conceptual Framework User Satisfaction Technology Adoption Technology Ease Of Use Organizational Culture User Satisfaction Top Management Support User Knowledge User Skill

Methodology

Methodology Research Design Cross sectional survey quantitative study – using survey questionnaire (Fraenkel & Wallen, 2007). 222 respondents of HRIS users from 22 selected business organizations in the Philippines and Indonesia Structural Equation Modeling (SEM) was used to determine the causal relationship between four variables under examination using measurement model.

Population & Sampling Users from selected business organizations in Indonesia and the Philippines. Selection of business organizations-purposive sampling with criteria: Business organizations such as: manufacturing sector, service sector, and mining sector. Companies which are using System in doing their HR functions. Sample size – purposive sampling (Palys, 2008). Respondents - saturation sampling (Sue & Ritter, 2012).

Reliability Analysis For each of these below mentioned variable, standardized instruments were used. Cronbach alpha score for the indicator of each of this variable were considered. Organizational Culture (0.87 %) Top Management Support (0.95) Technology Adoption (0.76 %) Technology Ease of Use (0.91%) User Knowledge (0.91 %) User Skill (0.91 %) User Satisfaction (0.96%)

Inferential Statistic Pearson Correlation To test the research hypotheses at 0.05 alpha Structural Equation Modelling To test the relationship between the independent variables and dependent variable (AMOS).

Results/Findings

Measurement Model The measurement model estimates the correctness of the indicators used in a model (Schumaker & Lomax, 2004). Items that are not acceptable need to be considered for removal to improve the model fit.

Results for the Final Model…..Cont… Parameter Standardized Regression Weight Significance Organizational Culture to Technology Adoption 0.092 0.617 Organizational Culture to Technology Ease of Use 0.153 0.298 Organizational Culture to User Knowledge 0.171 0.186 Organizational Culture to User Skill 0.087 0.467 Top Management Support to Technology Adoption 0.058 0.770 Top Management Support to Technology Ease of Use 0.773 0.000 Top Management Support to User Knowledge 1.069

Results for the Final Model Parameter Standardized Regression Weight Significance Top Management Support to User Skill 0.769 0.298 Technology Adoption to User Satisfaction 0.046 0.457 Technology Ease of Use to User Satisfaction 0.490 0.000 Organizational Culture to User Satisfaction 0.253 0.004 Top Management Support to User Satisfaction 0.048 0.880 User Knowledge to User Satisfaction 0.036 0.767 User Skill to User Satisfaction 0.165 0.041

Top Management Support Final Model Technology Ease of Use Top Management Support User Satisfaction Organizational Culture User Skill

Conclusions Factors such as organizational culture, technology ease of use, and user skill positive direct relationship on user satisfaction Top management support directly influences technology ease of use and user skill. The findings of this study may expand existing knowledge by explaining how variables such as organizational culture and top management support are significant directly influencing user satisfaction in business organizations

Implications Organizational culture has an important role in the acceptance of new innovation and the changes which follow, and may help leaders, managers, and users in an organization to perform direct communication, organizational improvement, team work, open communication, response to feedback, and provide staff training to make a job satisfactory through HRIS. Technology ease of use and user skill are the important abilities that may help employees and users in providing skill preparedness, adaptability of self-learning, and efficient and competent services to the organization.

Implications The support of top management in facing the changes in technology has a significant role that may help managers, employees, and users as they look for more effective and simple ways of working with technology. The support of the management towards user satisfaction influenced by the awareness, encouragement, and concern of the management regarding the availability of technological factors and user characteristics. The support from the top management to employees by providing the employees with technology user friendliness and ease of use and giving an adequate training, workshops, seminars, and other activities that will give them opportunities to be exposed to the technology and experience using it.

To conclude, the direct, significant, and positive role of organizational culture, technology ease of use, and user skill was found to be fulfilling and satisfying the employees in doing their job at work. In this case, if three variables are observed, different factors can be noted. These are the organizational factor, technological factor, and user characteristic factor, where those factors simultaneously affect the satisfaction of the user in the organization.