Designing Strategic Pattern for Assessing user Satisfaction in Business Process Management System
Author(s):
Abstract:
Among different types of assessing information systems success, end user satisfaction is one of the most applicable measures. Investigating factors influencing user satisfaction in business process management systems according to Delone and McLeans success model, and Sahin and Shellys satisfaction model, is our point in this survey. Five factors influencing on user satisfaction and perceived usefulness, including information quality, system quality, service quality, flexibility and system expertise was investigated as a model. Statistical population is Keshavarzi banks business process management system users in Tehran, and sample includes 291 people. The tool for collecting data was questionnaire, and correlation and linear regression was used for estimating relations using SPSS software. The findings show system quality has most influence on dependent variables, and after that, information quality has the second order. System expertise, flexibility, and service quality also influence on user satisfaction and perceived usefulness. Finally all of the hypothesis were approved.
Keywords:
Language:
Persian
Published:
Journal of Strategic Management Studies, Volume:7 Issue: 25, 2016
Pages:
239 to 262
https://magiran.com/p1605590
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