Title: User satisfaction assessment framework for ASYCUDA customs information system in Jordan

Authors: Mohammadnour Mosbah Aljarrah

Addresses: Business Faculty, Middle East University, Amman, Jordan

Abstract: The objective of this research is to propose a framework for assessing user satisfaction of ASYCUDA customs information system in Jordan from the employees' perspective. This research applies a quantitative research method, using questionnaire as the research instrument. A sample of 257 employees who used ASYCUDA was chosen using simple random technique. Data were analysed using descriptive statistics, correlation, factor analysis and multiple regression analysis. The findings of this research have demonstrated that all constructs were significantly correlated and predicted perceived usefulness. This study will support Jordan customs in ensuring that all customs employees have the knowledge, skills, and support in order to work in a higher efficiency atmosphere, which creates motivation for work and production. The study implicates that the developed model can enhance the employees performance and the effectiveness of ASYCUDA information system.

Keywords: ASYCUDA information system; user satisfaction; information system success; system, information and service quality; user experience; top management support; training; Delone and Mclean model; Jordan.

DOI: 10.1504/IJKMTH.2020.114277

International Journal of Knowledge Management in Tourism and Hospitality, 2020 Vol.2 No.3, pp.225 - 245

Received: 06 Jan 2020
Accepted: 31 Aug 2020

Published online: 31 Mar 2021 *

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