An Evaluation of Customer Satisfaction towards the Employee Self-Service Feature of Oracle’s PeopleSoft System

Abstract

This study focuses on evaluating the success of information systems based on user satisfaction towards the ERP (Enterprise Resource Planning) application in PT. Bank XYZ, which in this case is the HR Application. This study adopted the Delone and McLean IS Success Model to test the relationship between variables (System Quality, Information Quality, Service Quality, Use, User Satisfaction and Net Benefits). The research data was obtained through literature reviews, interviews, and questionnaires with 175 respondents who were users of the HR Application at PT. Bank XYZ. The questionnaire data was analyzed using an SPSS (Statistical Package for the Social Science) program version 25. The analysis shows positive and significant results from the nine hypotheses. The results of the study addressed Service Quality, Use, and Net Benefits with an average of under 4.00 required development to improve employee satisfaction, which in this study there are recommendations for further development.