Extending the new technology acceptance model to measure the end user information systems satisfaction in a mandatory environment: A bank's treasury

On having implemented a new dealing rooms platform in a Bank's Treasury, the management identified a number of areas for further investigations of the end user acceptance of the new technology. 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 acceptance models assume perceived 'usefulness rather than 'ease of use' as a strong indicator of usage. The end user 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 mandatory environment such as a Bank's Treasury the perceived 'ease of use' was a marginally stronger influencer of the end user satisfaction. Demographic variables such as age, position in a company and the length of employment were other significant contributors to satisfaction. The implications of the findings for the Bank's management are twofold: both 'computer self-efficacy' and the end user 'satisfaction' play a major role in new technology acceptance, therefore the two variables require a particular consideration in designing information systems in mandatory environments.