Predicting user satisfaction,strain and system usage of employee self-services |
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| Affiliation: | 1. Department of Psychology, University of Kiel, Olshausenstr 40, 24 098 Kiel, Germany;2. Faculty of Informatics, University of Applied Sciences Heidelberg, Ludwig-Guttmann-Street 6, 69 004 Heidelberg, Germany;1. Instituto de Computação, Universidade Federal Fluminense (UFF), CEP 24210-240 Niterói, RJ, Brazil;2. Instituto de Informática, Universidade Federal do Rio Grande do Sul (UFRGS), CP 15064, CEP 91501-970 Porto Alegre, RS, Brazil;1. Beijing Key Laboratory of Traffic Engineering, College of Metropolitan Transportation, Beijing University of Technology, Beijing, 100124, PR China;2. State Key Laboratory of Automotive Safety and Energy, Tsinghua University, Beijing, 100084, PR China;3. Beijing Transportation Information Center, Beijing, 100073, PR China;4. Traffic management solution division AutoNavi Software Co. Beijing, 100102, PR China;1. University of Twente, The Netherlands;2. East Carolina University, USA;2. Innovation in Bioengineering Research Group, University of Castilla-La Mancha, Cuenca, Spain;1. Department of Rehabilitation Medicine of Korean Medicine, Spine & Joint Centre, Pusan National University Korean Medicine Hospital, Yangsan, Zip 626-770, Republic of Korea;2. Department of Paediatric of Korean Medicine, Pusan National University Korean Medicine Hospital, Yangsan, Zip 626-770, Republic of Korea;3. Division of Clinical Medicine, School of Korean Medicine, Pusan National University, Yangsan, Zip 626-870, Republic of Korea;4. Chung Yeon Korean Medicine Hospital, Kwangju, Zip 502-827, Republic of Korea |
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| Abstract: | In this study, we explore attitudinal and behavioural patterns when using employee self-service (ESS) systems by using an expanded technology acceptance model (TAM). We examine the relationship between organizational support and information policy on the one hand and ease of use and usefulness on the other, and then the relationship between ease of use and usefulness with satisfaction, strain and system usage. To explore question order effects, user satisfaction was assessed prior to or after survey items. Data was collected from 517 employees using an ESS system. Results from partial least squares structural equation modelling suggests that (a) organizational support and information policy were positively related to ease of use, (b) usefulness was positively related to satisfaction and system usage, (c) ease of use and usefulness were negatively related to user strain and (d) ease of use fully mediates the relation between organizational support and strain as well as between information policy and strain. Evidence for a question order effect was found with increased satisfaction judgements, when satisfaction was assessed after the survey items. Results are discussed in terms of the theoretical and methodological aspects of the TAM and their implications for ESS system implementation. |
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