Assessment on user satisfaction in information systems in Public sector: A case of government human resource Information System
Kimanthi, Jehoshaphat Mutunga.
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In response to growing pressures to perform, governments the world over are progressively adopting advancements in information systems (ISs) to address the growing governmental information requirements. Assessment of information systems' performance, based on the end users' perspective, is critical in order to understand. customers' needs and identify important dimensions and factors in the development of the systems. The evaluation result is then used in decision making at policy level. Naturally, there exists a variation in user expectations and user satisfaction relative to the performance of an existing information system and the user's skills and/or attitude. However, most governments are not keen on assessing how these information systems meet the needs of the citizenry and by extension all the end users. The broad objective of this study was to assess user satisfaction in information systems in public sector. The Government Human Resource Information system (GHRIS) was used a case study. GHRIS is a web based Human Resource Management (HRM) information system used in the Government of Kenya Civil Service. The purpose of the study was to show case the need for managers of public institutions to make policy decisions towards end user satisfaction in information systems. T 0 this end then this research studied user satisfaction with respect to timeliness, personalization, accuracy and user participation of information system. The study employed two theories; the primary one being W.J. Doll & Torkzardeh model which involves gathering perceptions about an IS from direct consumers and the other supporting theory being Technology Acceptance Model (TAM) which models how users come to accept and use a technology after its implementation. Primary data was gathered using structured questionnaire while secondary data was gathered from literature found in libraries and internet. The research design used is descriptive statistics. Purposive sampling was also used in selecting Kenya Prison Service (KPS) department as the site of study. A total of 100 respondents were selected using simple random sampling. The findings of this study suggested that GHRIS users were almost satisfied with accuracy, personalization and timeliness of the information system but the major finding of the study was that the users of GHRIS were not given an opportunity to participate in the implementation process of the information system. The study concluded that user satisfaction in information systems is positively affected by accuracy, timeliness, personalization and user participation of the information system. Further the study recommended that public sector organization managers should adopt more user participatory policies in order to attract and retain end user customers.