Exploring the Factors Affecting User Satisfaction With Metrash2 System

Abstract

This research investigated Qatari citizens' perceptions regarding the factors influencing their satisfaction with Metrash2 system. Qatari residents use Metrash2 to query, transact, and follow-up their needed information/services online. The study integrated the technology acceptance model (TAM) and the information system success model (ISSM) to explore the factors influencing users' satisfaction with the system. Perceived usefulness and perceived ease of use were significant predictors of behavioral intentions (R2 = 0.554). Furthermore, service quality, information quality, and behavioral intentions were significant predictors of users' satisfaction (R2 = 0.789). Research results did not support the role of system quality in predicting users' satisfaction. Qatari government should focus on the usefulness and ease of use of the system to drive citizens to use it. Convincing citizens to use Metrash2 requires better service quality and information quality. More details are reported at the end of the paper.