Impact of Organizational Factors on User Satisfaction and Net Benefit of COTS System in the Post-Implementation Period A Case Study: The COTS System of SPAN-IFMIS Indonesia

Abstract

This paper examines the roles of the organizational factors in the implementation of a complex information system (IS) within the modified Delone and McLean (D&M) model. It analyses the adoption of Commercial-Off-The-Self (COTS) for the development of an Integrated Financial Management Information System (IFMIS) in the Government of Indonesia (GOI). This project, which is called SPAN Project, took more than 12 years from initiating until rolling out with tremendous challenges. However, it is now in the fifth year of its postimplementation phase and has successfully helped the GOI enhance the performance of public financial management. Therefore, within the modified D&M model and by adding the organizational factors as an exogenous variable in the SEM equation, it analyses the questionary data of 688 users. The results show that the organizational factors positively determine the continual improvement of system quality, information quality, and service quality. This IS quality dimensions subsequently influences the user satisfaction and net benefit. Hence, this study concludes that it is very critical to ensure full support from the organizational factors for the successful implementation of COTS-IFMIS solutions or other complex IS adoptions.