TY - JOUR
T1 - Information System Training, Usage, and Satisfaction
T2 - An Exploratory Study of the Hospitality Industry
AU - Gardner, William L.
AU - Gundersen, David E.
PY - 1995/8
Y1 - 1995/8
N2 - This study used a mail survey to explore the extent to which the hospitality industry employs various information technologies, including computer-mediated communication systems. In addition, we examined the relationships between users' perceptions of computer training and their reported satisfaction and usage of specific computerized information systems. The results indicate that: (1) hotel/motel size and chain-affiliation are related to information system complexity; (2) chain-affiliated hotels/motels provide less computer training, and less “in-house” training, than independents; (3) more training is reportedly provided for electronic cash registers than personal computers; (4) information system complexity is positively related to user satisfaction; (5) computer training is associated with higher levels of system usage and user satisfaction; and (6) user expertise is strongly related to system usage. Finally, we consider directions for future research and the implications of these findings for managers in the hospitality industry and beyond.
AB - This study used a mail survey to explore the extent to which the hospitality industry employs various information technologies, including computer-mediated communication systems. In addition, we examined the relationships between users' perceptions of computer training and their reported satisfaction and usage of specific computerized information systems. The results indicate that: (1) hotel/motel size and chain-affiliation are related to information system complexity; (2) chain-affiliated hotels/motels provide less computer training, and less “in-house” training, than independents; (3) more training is reportedly provided for electronic cash registers than personal computers; (4) information system complexity is positively related to user satisfaction; (5) computer training is associated with higher levels of system usage and user satisfaction; and (6) user expertise is strongly related to system usage. Finally, we consider directions for future research and the implications of these findings for managers in the hospitality industry and beyond.
UR - http://www.scopus.com/inward/record.url?scp=84970520884&partnerID=8YFLogxK
U2 - 10.1177/0893318995009001004
DO - 10.1177/0893318995009001004
M3 - Article
AN - SCOPUS:84970520884
SN - 0893-3189
VL - 9
SP - 78
EP - 114
JO - Management Communication Quarterly
JF - Management Communication Quarterly
IS - 1
ER -