Factors Affecting Information Satisfaction in the Context of the Small Business Environment

This study reports an empirical investigation of some of the relationships that exist between organizational characteristics and end-user satisfaction associated with computer-based information systems (CBIS) in small businesses. Eight hypotheses were tested using data collected in a two-phase study of 83 small firms. The major findings show that end-user satisfaction is correlated with the number of systems analysts present within a firm, with the degree of analysis of information requirements, with the level of participation, and with end users’ level of computer literacy. In addition, it was found that decentralization of the decision-making process tends to create a need for more effective CBIS. As a result, end-user satisfaction was found to be higher in firms that were less centralized. Furthermore, there was a strong correlation between the end users and data processing personnel’s satisfaction with the CBIS environment.