An Empirical Study on the Factors Influencing the Use of BLOG and Job Satisfaction

Abstract

The purpose of this study is to examine the factors influencing the performance of outbound information system in contact center. A survey was conducted and data were collected from 339 respondents of 1 company which adopted campaign management system(CMS). Validity and reliability of the research instrument were tested and research hypotheses were examined using LISREL. As a result of data analysis, 9 out of 12 hypotheses were supported. The results suggests the importance of information quality, internal service quality, task-technology fit as the critical success indexes for information system at outbound call center. In addition, as it proposes practicability integration model on structural relation among factors that illuminate factors in information system success, customer satisfaction, performance, the research is considered to have its importance to lay ground for the future research on this area. Implications of these findings are discussed for researchers and practitioners.