Extending the New Technology Acceptance Model to Measure the End User Information Systems Satisfaction in a Mandatory Environment: A Bank's Treasury

Abstract

On having implemented a new dealing rooms platform in a Bank's Treasury, themanagement identified a number of areas for further investigations of the end user acceptance of the newtechnology. Answers were sought to what extent dissatisfaction, if any, was influenced by the end users'perception of the system quality, subjective norms and computer self-efficacy. New technology acceptancemodels assume perceived 'usefulness', rather than 'ease of use', as a strong indicator of usage. The enduser satisfaction model was developed to measure the end user satisfaction in a mandatory environment,and to test the 'usefulness' versus 'ease of use' assumption. The findings suggest that in a mandatoryenvironment such as a Bank's Treasury, the perceived 'ease of use' was a marginal{y stronger influencerof the end user satisfaction. Demographic variables such as age, position in a company and the lengthof employment were other significant contributors to satisfaction. The implications of the findings for theBank's management are twofold: both 'computer self-efficacy', and the end user 'satisfaction' play amajor role in new technology acctptance, therefore the two variables require a particular consideration indesigning information systems in mandatory environments.