Designing Strategic Pattern for Assessing user Satisfaction in Business Process Management System

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 McLean’s success model, and Sahin and Shelly’s 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 bank’s 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

• information systems
• managing business process
• user satisfaction
• delone and mclean’s model
• sahin and shelly’s model