Customer Information System Satisfaction and Task Productivity: The Moderating Effect of Training

摘要

Customer Information System (CIS) is a system used by an organization to assist employees to obtain customer information efficiently. The users' satisfaction with the system will lead to improvement in task productivity and allow the employees to fully utilize the system. This study examined the relationship between users' satisfaction factors towards task productivity of CIS implementation and how training moderate this relationship. A total of 149 respondents which consist of call centre employees in Klang Valley responded to the questionnaire given. The finding revealed all three factors (Ease of Use, Content, and Format) has a significant relationship towards task productivity of CIS. The results also indicate training significantly moderate the relationship between ease of use in CIS and task productivity however, it does not moderates the relationship between user satisfaction (Content and Format) and task productivity. Suggestion for future studies also presented on this paper.