A framework for the analysis of end-user computing satisfaction in the small hotel industry

This research will examine end-user computing satisfaction in the small hotel industry. It represents a retest of the Palvia (1996) study of end-user computing satisfaction in small business. End-user computing satisfaction will be measured in terms of perceived ease of use, end-user productivity, and education and training using an instrument developed by Palvia. The Palvia study and associated instrument were precipitated by the research of Bailey and Pearson (1983), Ives, Olson, and Baroudi, (1983), and Doll and Torkzadeh (1988), and Davis (1989). They have variables in common for the purpose of measuring end-user computing satisfaction. The Palvia instrument measured thirteen variables: hardware adequacy, software adequacy, information content, information accuracy, information format, ease of use, timeliness, security and integrity, productivity, documentation, vendor support, and training and education. The 13th variable is an overall test for computing satisfaction.;The research question seeks to answer whether or not there is a relationship between small business end-user computing satisfaction with information technology and perceived ease of use, productivity, and education and training. Answering this question of relationships may help explain the variables and their impact on business efficiency, productivity, and the purchase of information technology. End-users are small business employees who use computer equipment and software in the daily operation of the business. Efficiency of the organization could increase if additional information about determinants of end-user computing satisfaction was available. A retest of the Palvia survey instrument and model, focusing on the hotel industry, will decrease the information gap between information presently available about small business end-user satisfaction with information technology and determinants of small business user satisfaction with information technology in the small hotel industry. It will also confirm or question the Palvia research.;End-users (employees using information technology) will be the sample population. Data will be collected using the Palvia survey instrument. It is comprised of 23 questions with 13 separate variables including three questions relating to the overall evaluation of the system. Data will be analyzed, using factor analysis, for relationships with end-user satisfaction in the small hotel industry. Results of the research should confirm or reject the Palvia research. Recommendations for future research might include the impact of Internet on property management systems and small hotel operations.