ABSTRACT
User is one of the research areas of Information Technology (IT) particularly, Information System (IS). It is recognized by many researchers as a significant factor in determining IS success. I
n view of its competitive advantage, most business organizations nowadays focus on IS as a means of minimizing cost and maximizing profit. Unfortunately, many are not getting the expected outcomes as agreed in the IS requirements, not because of the wrong choice of products and vendors but due to lack of user satisfaction.
Therefore, it is imperative to study factors refining user satisfaction of CPAS in Sigma Pensions. This research work titled “CPAS User satisfaction: A Case Study of Sigma Pensions Limited Abuja” investigates relationships between user acceptance test, system, information, and service quality, on user satisfaction of CPAS.
The researcher employed a survey approach through questionnaires to unveil factors influencing user satisfaction of CPAS. One hundred were administered, and the study discovered that there are statistically significant associations between all constructs.
The thesis revealed that CPAS users were fully involved in the CPAS user acceptance test in addition to systems, , and service qualities as contained in the theoretical framework. Thus, the researcher concluded that CPAS has satisfied it users and succeed.
The Researcher encouraged Management and stakeholders on the need to improve system policy that will guarantee maximum user satisfaction.
Training and retraining of users and technical support staff, timely , and upgrade are also advocated for efficient CPAS utilization. Researchers in the field are equally encouraged to further study.
TABLE OF CONTENTS
TITLE PAGE ………………………….…………………………………………..………..i
CERTIFICATION ……………………………………………………………………………………………….. ii
ABSTRACT………………………………………………………………………………………………………..iii
ACKNOWLEDGEMENT……………………………………………………………………………………. iv
TABLE OF CONTENTS………………………………………………………………………………………. v
LIST OF TABLES……………………………………………………………………………………………… vii
LIST OF FIGURES …………………………………………………………………………………………… viii
CHAPTER ONE………………………………………………………………………………………………….. 1
INTRODUCTION ……………………………………………………………………………………………….. 1
1.1 Background of the Study………………………………………………………………………………. 1
1.2 Problem Statement ………………………………………………………………………………………. 4
1.3 Research Questions……………………………………………………………………………………… 5
1.4 Aim and Objectives of the Study …………………………………………………………………… 6
1.5 Significance of the Study ……………………………………………………………………………… 6
1.6 Scope and Limitations of the Study ……………………………………………………………….. 7
1.7 Thesis Structure…………………………………………………………………………………………… 7
CHAPTER TWO …………………………………………………………………………………………………. 8
LITERATURE REVIEW ……………………………………………………………………………………… 8
2.1 Basic Terminologies…………………………………………………………………………………….. 8
2.1.1 Information Technology (IT)…………………………………………………………………… 8
2.1.2 Information System (IS)…………………………………………………………………………. 9
2.1.3 Conduent Pension Administration System (CPAS) ……………………………………. 9
2.1.4 User……………………………………………………………………………………………………. 10
2.1.5 User Satisfaction………………………………………………………………………………….. 10
2.1.6 User Acceptance Testing ………………………………………………………………………. 10
2.1.7 System Quality (SQ)…………………………………………………………………………….. 11
2.1.8 Information Quality (IQ) ………………………………………………………………………. 11
2.1.9 Service Quality (ServQ) ……………………………………………………………………….. 11
2.1.10 Use/ Intentions to Use…………………………………………………………………………. 12
2.1.11 Net Benefits………………………………………………………………………………………. 12
2.2 Historical Development of Pension Fund in Nigeria ………………………………………. 12
2.3 Pension Fund Administration (PFA) Manager……………………………………………….. 16
2.3.1 Limitations of PFA Manager…………………………………………………………………. 16
2.4 Review of Related Literature ………………………………………………………………………. 17
2.5 Theoretical Framework ………………………………………………………………………………. 19
2.6 Conceptual Framework ………………………………………………………………………………. 21
CHAPTER THREE ……………………………………………………………………………………………. 22
METHODOLOGY …………………………………………………………………………………………….. 22
3.1 Introduction ………………………………………………………………………………………………. 22
3.2 Data Collection Instruments………………………………………………………………………… 23
3.3 Population of the Study………………………………………………………………………………. 23
3.3.1 Sampling Technique and Sample Frame …………………………………………………. 23
3.3.2 Informed Consent ………………………………………………………………………………… 24
3.3.3 Confidentiality…………………………………………………………………………………….. 24
3.3.4 Geographic Location ……………………………………………………………………………. 24
3.4 Validity and Reliability ………………………………………………………………………………. 25
3.4.1 Validity ………………………………………………………………………………………………. 25
3.4.2 Reliability …………………………………………………………………………………………… 25
3.5 Data Analysis and Interpretation………………………………………………………………….. 26
3.5.1 Hypotheses………………………………………………………………………………………….. 26
3.6 Summary ………………………………………………………………………………………………….. 27
CHAPTER FOUR………………………………………………………………………………………………. 28
RESULTS AND DISCUSSION…………………………………………………………………………… 28
4.1 Introduction ………………………………………………………………………………………………. 28
4.2 Demographics Characteristics……………………………………………………………………… 29
4.3 Reliability Test ………………………………………………………………………………………….. 31
4.4 Regression Analysis…………………………………………………………………………………… 32
4.5 Research Contribution to Body of Knowledge ………………………………………………. 42
CHAPTER FIVE ……………………………………………………………………………………………….. 43
SUMMARY AND CONCLUSION ……………………………………………………………………… 43
5.1 Summary ………………………………………………………………………………………………….. 43
5.2 Conclusion………………………………………………………………………………………………… 45
REFERENCES ………………………………………………………………………………………………….. 46
APPENDICES …………………………………………………………………………………………………… 49
BACKGROUND OF THE STUDY
The revolutions of Information Technologies (IT) have changed the way business organizations operate in various industries including financial institutions such as Pension Fund Administrations.
Unlike the traditional systems, information can now be managed by a single integrated Oracle database (Miss & Bosede, 2014). Information Systems (IS) are integrated modules operating together as one,
it collects, process, store, and broadcast information to support decision making, coordination, control, analysis, and visualization in an organization (Bourgeois, 2014).
The growing use of IT in organizations is not unconnected to income growth, profitability, and corporate performance (Mithas et al., 2012).
IT resulted in competitive advantage, decreased cost, better customer services and higher output. Most business entities invest greater than 4.2% of their annual revenue in the development of IS applications in order to improve business operations,
strategies and tactics (Ibrahim, 2016). The major aim of any IS is to satisfy its user and improve business processes. IS can only be considered successful if its users’ needs are achieved, together with the objectives and goals of the organization (Bokhari, 2005).
User satisfaction as a significant element in IS utilization (Gudigantala, Song & Jones, 2011). It primarily focuses on factors that can identify best result specifically in system requirements.
These factors include UAT, System Quality (SQ), Information Quality (IQ), and Service Quality (ServQ). In the Nigerian pensions industry, one of the important IS software systems is the Conduent Pension Administration System (CPAS).
REFERENCES
Abdulla, A. E., Ahmed, S. Y., Alnoaimi, M. A. & Ali, H. (2016). Users’ Satisfaction with
the Electronic Health Record (EHR) in the Kingdom of Bahrain. International Journal of
E-Health and Medical Communications (IJEHMC), 7(3), 29-51.
AL-Hashimi, M. & Aqleh, M. (2017). End-users’ Satisfaction with the Quality of
Innovative Healthcare Technologies in Bahrain: A Case Study of Hospital Information
Systems. Ahlia University Bahrain.
Andabai, P. W. & Egoro, S. A. (2017). Pension Funds Development and Economic
Growth in Nigeria (2004-2016). Online Journal of Arts, Management & Social
Sciences, 2(2).
Barrow, O. & Gubula, N. (2008). Pension fund trustees: are their obligations too
onerous? Pension law. Without Prejudice, 8(7), 44-45.
Baroudi, J. J., Olson, M. H. & Ives, B. (1986). An empirical study of the impact of user
involvement on system usage and information satisfaction. Communications of the ACM,
29(3), 232-238.
Bates, D. W., Pappius, E., Kuperman, G. J., Sittig, D., Burstin, H., Fairchild, D. & Teich,
J. M. (2016). Using information systems to measure and improve quality. International
journal of medical informatics, 53(2), 115-124.
Bergersen, B. M. (2004). User satisfaction and influencing issues. Network and System
Administration Research Surveys, 1, 5-26.
Blackstone, A. (2012). Principles of Sociological Inquiry–Qualitative and Quantitative
Methods. The Saylor Foundation.
Bokhari, R. H. (2005). The relationship between system usage and user satisfaction: a
meta-analysis. Journal of Enterprise Information Management, 18(2), 211-234.
Bourgeois, D. T. (2014). Information systems for business and beyond. Saylor Academy.
StudentsandScholarship Team.
Be the first to comment