Measuring User Satisfaction Levels of Web-Based CRM Systems using the End-User Computing Satisfaction (EUCS) Model
DOI:
https://doi.org/10.69855/komputer.v1i2.862Keywords:
End-User Computing Satisfaction, CRM system, User satisfaction, PLS-SEM, Information systems evaluationAbstract
Web-based Customer Relationship Management (CRM) systems have become a core operational tool for sales and customer-service divisions, yet many organizations adopt such systems without systematically evaluating whether end users are actually satisfied with them. This study measures user satisfaction with a web-based CRM system using the End-User Computing Satisfaction (EUCS) model, which explains satisfaction through five dimensions: content, accuracy, format, ease of use, and timeliness. A quantitative survey was conducted among 110 sales, marketing, and customer-service staff who use the CRM system daily at a mid-sized distribution company in West Sumatra, Indonesia. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The measurement model showed adequate convergent and discriminant validity, and the structural model showed that content (β = 0.281, p < 0.01), accuracy (β = 0.314, p < 0.01), format (β = 0.146, p < 0.05), ease of use (β = 0.239, p < 0.01), and timeliness (β = 0.118, p < 0.05) each had a positive and significant effect on user satisfaction, jointly explaining 64.2 percent of its variance (R² = 0.642). Accuracy was the strongest predictor, followed by content and ease of use, while timeliness showed the weakest, though still significant, effect. Importance-Performance Analysis further identified ease of use as a high-importance, comparatively lower-performance dimension requiring priority improvement. These findings offer CRM administrators an evidence-based basis for prioritizing system-enhancement efforts and confirm the continued relevance of the EUCS model for evaluating web-based enterprise information systems.
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