Case management system (CMS): an evaluation among users

Investments made in a new information system can help employees to improve their daily task and increase productivity. It can also lead to disastrous result if not managed well. Inland Revenue Board of Malaysia (IRBM) has invested in developing Case Management System (CMS) to help the auditors in ma...

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Main Author:	Nadianauli, Yaakub
Format:	Thesis
Language:	eng eng
Published:	2018
Subjects:	T58.6-58.62 Management information systems
Online Access:	https://etd.uum.edu.my/8171/1/s819553_01.pdf https://etd.uum.edu.my/8171/2/s819553_02.pdf
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id	my-uum-etd.8171
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Hassan, Haslinda
topic	T58.6-58.62 Management information systems
spellingShingle	T58.6-58.62 Management information systems Nadianauli, Yaakub Case management system (CMS): an evaluation among users
description	Investments made in a new information system can help employees to improve their daily task and increase productivity. It can also lead to disastrous result if not managed well. Inland Revenue Board of Malaysia (IRBM) has invested in developing Case Management System (CMS) to help the auditors in managing their audit case files and reports online. CMS is a mandatory system that the auditors needed to use even though they have some reservations about it. This study, therefore, aimed to assess the success factors of CMS in IRBM from the auditors or the individual users‟ point of view. The DeLone and McLean Information System Success Model (D&M ISSM) was used to determine the relationship between its six constructs, namely, system quality, service quality, information quality, use, user satisfaction, and net benefit. Three hundred and thirty-eight (338) questionnaires were distributed online, and 105 responded. The respondents were officers from the desk audit, field audit, profiling, Monthly Tax Deduction (PCB) audit and investigation branches. The results indicated that only information quality influenced system use. System quality and service quality were, however, not significant. In addition to that, service quality and use influenced user satisfaction. Use and user satisfaction were also found to positively influence net benefit of CMS. The findings show that the auditors of IRBM care more in the quality of information provided by CMS and the service quality received from the CMS Help-Desk. Hence, IRBM should pay more attention to enhance features, such as information quality and service quality, when upgrading or developing a system that is mandatory for the users or has similar features as CMS. Extra attention to both features will help the system to attain success as described by the net benefits of CMS.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Nadianauli, Yaakub
author_facet	Nadianauli, Yaakub
author_sort	Nadianauli, Yaakub
title	Case management system (CMS): an evaluation among users
title_short	Case management system (CMS): an evaluation among users
title_full	Case management system (CMS): an evaluation among users
title_fullStr	Case management system (CMS): an evaluation among users
title_full_unstemmed	Case management system (CMS): an evaluation among users
title_sort	case management system (cms): an evaluation among users
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2018
url	https://etd.uum.edu.my/8171/1/s819553_01.pdf https://etd.uum.edu.my/8171/2/s819553_02.pdf
_version_	1747828342329966592
spelling	my-uum-etd.81712021-11-22T01:50:14Z Case management system (CMS): an evaluation among users 2018 Nadianauli, Yaakub Hassan, Haslinda Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business T58.6-58.62 Management information systems Investments made in a new information system can help employees to improve their daily task and increase productivity. It can also lead to disastrous result if not managed well. Inland Revenue Board of Malaysia (IRBM) has invested in developing Case Management System (CMS) to help the auditors in managing their audit case files and reports online. CMS is a mandatory system that the auditors needed to use even though they have some reservations about it. This study, therefore, aimed to assess the success factors of CMS in IRBM from the auditors or the individual users‟ point of view. The DeLone and McLean Information System Success Model (D&M ISSM) was used to determine the relationship between its six constructs, namely, system quality, service quality, information quality, use, user satisfaction, and net benefit. Three hundred and thirty-eight (338) questionnaires were distributed online, and 105 responded. The respondents were officers from the desk audit, field audit, profiling, Monthly Tax Deduction (PCB) audit and investigation branches. The results indicated that only information quality influenced system use. System quality and service quality were, however, not significant. In addition to that, service quality and use influenced user satisfaction. Use and user satisfaction were also found to positively influence net benefit of CMS. The findings show that the auditors of IRBM care more in the quality of information provided by CMS and the service quality received from the CMS Help-Desk. Hence, IRBM should pay more attention to enhance features, such as information quality and service quality, when upgrading or developing a system that is mandatory for the users or has similar features as CMS. Extra attention to both features will help the system to attain success as described by the net benefits of CMS. 2018 Thesis https://etd.uum.edu.my/8171/ https://etd.uum.edu.my/8171/1/s819553_01.pdf text eng 2021-05-31 public https://etd.uum.edu.my/8171/2/s819553_02.pdf text eng public other masters Universiti Utara Malaysia Ajzen, I. (1991). The theory of planned behavior. Organisational Behavior and Human Decision Processes, 50(2), 179-211. AlMutairi, H., & Subramaniam, G. (2005). An impirical application of the DeLone and McLean model in the Kuwaiti private sector. The Journal of Computer Information Systems, 113-122. AlShibly, H. (2011). Human resources information systems success assessment: An integrative model. Australian Journal of Basic and Applied Sciences, 157-169. 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Case management system (CMS): an evaluation among users

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