Measuring satisfaction with business-to-employee systems

Marketing the products of other companies within an individual company Intranet can benefit both employees and the company itself. Understanding what constitutes a satisfying experience on the part of the employees is crucial for developing successful business-toemployee systems. While end-user computing satisfaction has been studied extensively, new aspects such as purchasing convenience, product prices in the system and product delivery have to be included. This study develops an instrument for reliably and accurately measuring business-to-employee success. Test–retest reliability and construct validity are examined. The results of this study show that convenience, delivery, interface, accuracy, price and security influence employee assessments of satisfaction. Managers can use the instrument developed here to assess the success of their business-to-employee systems. # 2003 Elsevier Ltd. All rights reserved.

[1]  David M. Szymanski,et al.  E-satisfaction: an initial examination , 2000 .

[2]  Jatinder N. D. Gupta,et al.  The establishment and management of corporate intranets , 1997 .

[3]  Ephraim R. McLean,et al.  Information Systems Success: The Quest for the Dependent Variable , 1992, Inf. Syst. Res..

[4]  Susan J. Lambert,et al.  Added Benefits: The Link Between Work-Life Benefits and Organizational Citizenship Behavior , 2000 .

[5]  A. Gouldner.  THE NORM OF RECIPROCITY: A PRELIMINARY STATEMENT * , 1960 .

[6]  G. Day,et al.  Managerial Representations of Competitive Advantage , 1994 .

[7]  Alastair G. Smith,et al.  Applying evaluation criteria to New Zealand government websites , 2001, Int. J. Inf. Manag..

[8]  A. Parasuraman,et al.  The Behavioral Consequences of Service Quality , 1996 .

[9]  Peter B. Seddon.  A Respecification and Extension of the DeLone and McLean Model of IS Success , 1997, Inf. Syst. Res..

[10]  Robert H. Moorman,et al.  Does Perceived Organizational Support Mediate the Relationship between Procedural Justice and Organizational Citizenship Behavior , 1998 .

[11]  Michael Tow Cheung,et al.  Internet-based e-shopping and consumer attitudes: an empirical study , 2001, Inf. Manag..

[12]  B. Byrne.  Structural Equation Modeling with LISREL, PRELIS, and SIMPLIS: Basic Concepts, Applications, and Programming , 1998 .

[13]  John G. Lynch,et al.  Interactive Home Shopping: Consumer, Retailer, and Manufacturer Incentives to Participate in Electronic Marketplaces , 1997 .

[14]  Steven Hutchison,et al.  Perceived Organizational Support: Fuurther Evidence of Construct Validity , 1997 .

[15]  J. Hair.  Multivariate data analysis , 1972 .

[16]  Lei-da Chen,et al.  Measuring user satisfaction with data warehouses: an exploratory study , 2000, Inf. Manag..

[17]  Jay F. Nunamaker,et al.  Special Issue: Information Systems Success , 2003, J. Manag. Inf. Syst..

[18]  Allison W. Harrison,et al.  A General Measure of User Computing Satisfaction. , 1996 .

[19]  Timothy Paul Cronan,et al.  On the Repeated Test-Retest Reliability of the End-User Computing Satisfaction Instrument: A Comment* , 1994 .

[20]  R. Liden,et al.  Perceived Organizational Support And Leader-Member Exchange: A Social Exchange Perspective , 1997 .

[21]  Denise M. Rousseau,et al.  New hire perceptions of their own and their employer's obligations: A study of psychological contracts , 1990 .

[22]  Michael Tow Cheung,et al.  Internet-based e-banking and consumer attitudes: an empirical study , 2002, Inf. Manag..

[23]  Izak Benbasat,et al.  Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation , 1991, Inf. Syst. Res..

[24]  William J. Doll,et al.  A Confirmatory Factor Analysis of the End-User Computing Satisfaction Instrument , 1994, MIS Q..

[25]  Fred D. Davis.  Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology , 1989, MIS Q..

[26]  L. Hayduk.  Structural equation modeling with LISREL , 1987 .

[27]  Prashant C. Palvia,et al.  A model and instrument for measuring small business user satisfaction with information technology , 1996, Inf. Manag..

[28]  William J. Doll,et al.  The Measurement of End-User Computing Satisfaction , 1988, MIS Q..

[29]  Gilbert A. Churchill.  A Paradigm for Developing Better Measures of Marketing Constructs , 1979 .

[30]  N FrolickMark,et al.  Measuring user satisfaction with data warehouses , 2000 .

[31]  John Eighmey,et al.  Adding Value in the Information Age: Uses and Gratifications of Sites on the World Wide Web , 1998 .

[32]  Judy Chuan-Chuan Lin,et al.  Towards an understanding of the behavioural intention to use a web site , 2000, Int. J. Inf. Manag..

[33]  P. Bentler,et al.  Significance Tests and Goodness of Fit in the Analysis of Covariance Structures , 1980 .

[34]  Hareton K. N. Leung,et al.  Quality metrics for intranet applications , 2001, Inf. Manag..

[35]  Starr Roxanne Hiltz,et al.  User satisfaction with computer-mediated communication systems , 1990 .

[36]  William J. Doll,et al.  Test‐Retest Reliability of the End‐User Computing Satisfaction Instrument , 1991 .

[37]  Roger McHaney,et al.  EUCS test-retest reliability in representational model decision support systems , 1999, Inf. Manag..

[38]  Timothy Paul Cronan,et al.  Computer Simulation Success: On the Use of the End-User Computing Satisfaction Instrument: A Comment , 1998 .