Factors influencing administrative user satisfaction with student information systems in community colleges

The literature is replete with ERP satisfaction studies in general but contains few
focusing on higher education and fewer still on community colleges. This study examined
factors influencing the satisfaction of community college administrative users with their
institutions' student information systems (SISs) and was conducted to help provide insight to
administrators and to suppliers. The satisfaction measure used was based on the Pearson &
Bailey (1980) satisfaction and the Davis (1983) technology acceptance models as well as
refinements from Doll & Torkzadeh (1988).
Data were collected via a questionnaire distributed to community college employees
and subsequently shared by recipients with other potential respondents, forming a
convenience sample. The 63 responses received represented employees in different
demographic, employment, and functional area groups as well as institution sizes and rural,
suburban, or rural classification.
No relationship was shown between employment, institutional, or demographic
characteristics and SIS satisfaction. User-perceived self-efficacy was found to have a moderate
positive correlation (r = 0.61) with SIS satisfaction. Results suggest that prior use of a different
SIS correlate with lower satisfaction and that employees working in the registrar and
administrative services are more satisfied. Respondents whose institutions were considering an
SIS replacement reported lower satisfaction. The primary recommendations for practice based
on the results are to dedicate resources to training on the SIS and to examine internal problem reports for pain points and work to mitigate them. Taking these steps will facilitate increased
self-efficacy and therefore increased SIS satisfaction.