CAN THE SYSTEM, INFORMATION, AND SERVICE QUALITIES IMPACT EMPLOYEE LEARNING, ADAPTABILITY, AND JOB SATISFACTION?

Abstract

The quality dimensions of an information system, such as system, information, and service qualities, play a crucial role in determining the overall performance of an organization. These quality dimensions are significant as they can impact employee outcomes, which are key factors in determining whether an organization is able to achieve a competitive advantage in the market. The aim of this study is to explore the impact of quality dimensions on employee outcomes such as learning ability, adaptability, and job satisfaction. The research was conducted by distributing a structured survey questionnaire to 300 employees of 8 commercial banks at different management levels. The measurement and structural models were analyzed using Smart PLS. This study employed descriptive analysis to present a comprehensive demographic profile of both the organizations and the participants. Out of the nine hypotheses tested, seven were found to be significant. The findings of this study show that while all three quality dimensions (system, information, and service) of information systems positively affect employee learning, only system and information qualities positively affect employee learning, and as for job satisfaction, only system and service qualities play an important role. Therefore, implementing suitable information systems to improve employee outcomes in an organization, especially a financial organization, is paramount in this information age. This research contributes to understanding information systems, their implementation, and employee outcomes in an organization.