Information systems success and tourism employees' use of a payment system: The influence of user motivation, management attitude and ease of use

Abstract

In this paper we investigate how user motivation, management attitude and ease of use may influence tourism employees’ perception of how successful their use of a computerized payment system is. The information systems (IS) success approach, proposed by DeLone and McLean (1992, 2003), constitutes the theoretical framework for the conceptualization of IS success. This implies that user satisfaction and perceived usefulness are utilized as criterion variables. 161 tourism employees from ten car and passenger ferries in Scandinavia constituted the sample. The empirical results indicate that management attitude, user motivation and ease of use are critical for the users’ level of perceived usefulness and their level of user satisfaction. The findings have implications for managers that want to increase the quality of ICT-based business processes within the tourism industry.