期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2020
卷号：98
期号：5
页码：731-742
出版社：Journal of Theoretical and Applied
摘要：This study investigates the factors that influence user satisfaction of Khedmah's system in Oman. The Information Systems Success Model (ISSM), Technology Acceptance Model (TAM), and Theory of Planned Behavior model (TPB) are integrated to form the theoretical framework for this study. This study investigates the impact of the individual's computer skills, perceived ease of use, and perceived usefulness have on the user satisfaction of Khedmah's system. These constructs were derived from the three models. Data were collected from the users of Khedmah system through a self-administered questionnaire. The researchers relied on the judgmental technique to identify the research sample. Using SPSS v25 and SmartPLS 3, a total of 164 questionnaires were analyzed. The findings revealed that generally the users are satisfied with the Khedmah’s performance. The findings also illustrated that the individual's computer skills, the perceived ease of use, and the perceived usefulness positively and significantly affect the level of user satisfaction of the system. The findings of the study would enhance the performance of Khedmah system, which will reflect positively on the level of user satisfaction. It would enrich the knowledge of the managers and system developers to further develop the system in order to achieve high levels of users’ satisfaction. Also, the findings of this study provide insight for the developers of similar systems in other institutions. The study findings confirm that combining ISSM, TAM, and TPB models is applicable to CRM. The findings of the study would enrich the CRM literature. Based on the researchers’ knowledge, this study is the first of its kind in CRM literature that combines these three models.
关键词：Information Systems Success Model (ISSM);Technology Acceptance Model (TAM);Theory of Planned Behavior model (TPB);Customer Relationship Management (CRM);Khedmah’s System
